FAQ

Products

Q. Where are your products manufactured?

We look for the finest craftsmen for each of our products. As a result, we work with manufacturers all over the world. We currently work with manufacturers in Vietnam, China, Indonesia, and India.

Before establishing a relationship with a new manufacturing partner, we carefully vet them against our stringent criteria for ethical business practices and quality control. We personally visit with every factory we work with on a regular basis to ensure that these standards are maintained.

Q. Which products would you recommend for families with young children?

We understand the need for style and durability. Below we’ve listed a few of our favorite options for families with young children.

Ceni is a low-maintenance, durable, springy sofa. Darker colors like the Volcanic Grey, Pyrite Grey, or Aquarius Blue camouflage fingerprints well, while  It’s also built with an easily-accessed low-profile silhouette so even the smallest member of the family can grab a seat. Busy parents will also love that Ceni comes ready for action right out of the box, no assembly required.

For tons of room on family movie night, the Burrard sectional has deep, down-filled cushions for everyone to spread out on. The only thing you’ll have to worry about sharing is the popcorn—Netflix membership sold separately.

Q. Which products would you recommend for dog owners?

Is your sofa actually an expensive dog bed? Same. We recommend leather for pet owners because it’s durable and lends itself nicely to that lived-in look.

For a hardier leather that has a more consistent finish, our Oxford leather (as seen on our Worthington and Alcott sofas) is a great option. 

Need more help? Read our top five tips for choosing pet-friendly furniture on the blog.

Q. Which products would you recommend for cat owners?

To cats, fabric and velvet upholstery is simply another place to sharpen the old claws. If your kitty companion is a scratcher, we suggest tough Oxford leather. 

Need more help? Read our top five tips for choosing pet-friendly furniture on the blog.

Q. Do you use flame retardants in your furniture?

The health and safety of our customers is always our priority. To address and manage such important responsibilities, we adhere to the following standards:

  • All Article products undergo rigorous testing for safety and durability. We conduct in-house tests and work with third-party testing labs to make sure that our products are safe for your home and family.
  • We are always working to reduce the presence of hazardous materials in our products, and do so by following directives such as California's Proposition 65. You can find more information here.

We take our customers' feedback very seriously, and are always working to integrate your thoughts into our designs, instructions, and processes. Have an idea or a question? Get in touch with our team.

Q. Are finish colors shown in your photos accurate?

All photos on our website are taken by professional photographers under lighting conditions that are typical in a residential home.

We endeavour to accurately show the finish color and texture as best we can. How these photos display on any individual monitor and output from any printer can vary based on the different settings. If we can be of assistance in selecting the right furniture for your situation (style, dimensions, color, fabric swatches, etc.) get in touch and we would be happy to help.

Q. Should I choose a leather or fabric sofa?

It depends! We wrote a whole blog post about how to choose between a fabric and leather sofa to help you.

Q. Where do I get an anti-tip bracket?

The tip-over restraint bracket is included in your order. If this is missing or you have misplaced parts, please contact our Customer Care team here.

Q. Do I need to install the anti-tip bracket?

Yes. Our customers’ safety is our top priority. To ensure your safety and the safety of those in contact with your piece, please install the tip-over restraint provided according to the enclosed instructions.

Q. Does this product make a good TV stand?

No. Due to the weight distribution of televisions and other large objects, please do not place a TV on this product. 

Looking for a safe (and stylish) TV stand? Check out our beautiful, modern options here.

Q. Are there any other safety considerations I need to know about?

Balance is key when it comes to your new piece. To reduce the risk of tipping, never open more than one drawer at a time. 

It’s important to keep the heaviest items (think dumbbells, hiking boots, heavy sweaters, rock collections, etc.) in the lowest drawers to ground the piece, and store lighter items (feather pillows, underwear, makeup, etc.) in the top drawers.

Q. Can kids play with this product under supervision?

No. Due to the risk of tipping, never allow children to stand, climb, or hang on drawers, doors, or shelves.

Q. Where can I find more information?

If you’d like more information on safety and anti-tip measures, please feel free to get in touch with us by phone or chat

For more general safety information and standards, please see the Consumer Product Safety Commission’s anti-tip resource page here.

Ordering and Payment

Q. I am concerned about submitting my credit card information online. Is it safe to place an order on your site?

Yes, submitting your credit information to the Article site is absolutely safe. Your credit card information is transferred using the same 256-bit encryption and physical security that banks use.

Q. Can I place my order by phone?

Absolutely! If you would like to place your order over the phone you can speak with a member of our friendly team by calling 1-888-746-3455.

Q. What types of payments do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, Diners Club, and Discover).

You can also choose to pay using PayPal, or wire transfer.

Customers are able to arrange financing for their purchase with our financing partners Affirm (U.S.) and PayBright (Canada). 

U.S. trade customers are able to arrange financing for their purchase with our financing partner Resolve Pay.

Q. Do you charge sales tax?

We collect sales tax where we are required to by law. Any applicable taxes will be clearly shown at checkout.

Q. When will I be charged for my order?

You will be charged for your order when you place it.

Q. Will I get confirmation of my order?

A confirmation email is sent to you shortly after you place the order. If you have not received it within a few hours of placing your order, please contact us so we can help. 

Q. Do you offer financing?

U.S. customers are able to arrange financing for their purchase with our U.S. financing partner Affirm

Canadian customers are able to arrange financing for any purchse of $500 or more through our Canadian financing partner PayBright.

These options are available at checkout, along with additional detail. 

Q. What is your exchange policy?

You can exchange any product in your order up to 30 days after delivery for any reason once, free of charge.*

If you decide to exchange that item again (i.e. more than once) you will be responsible for any forward and return shipping fees.

All exchanges must be made with the original Article packaging. If you do not have the original packaging on hand, you will be charged a $50 repackaging fee per item.

Our team will work with you to coordinate a day and time that works to simultaneously drop off your new item and pick up your exchange. If the item you are exchanging for costs less than the original item, we’ll refund the difference to your credit card. If the new item costs more, we will charge the difference while setting up the exchange.

* Please note this offer does not apply to orders outside of our standard service area. Exchanges initiated outside our standard service area are subject to a return shipping fee in the same amount as the forward shipping fee.

Shipping, Delivery and Assembly

Q. How much do you charge for shipping?

Orders of $999 or more (before tax) qualify for free basic delivery.*

Otherwise, within our standard service area, basic delivery is a flat $49, regardless of how much your order or the size of your pieces. This rate applies to our standard service area, which includes the vast majority of US and Canadian ZIP/postal codes.

In-room delivery and assembly service upgrades are available at checkout.

Orders to Hawaii, Alaska, and other locations outside of our standard service areas and/or less populous areas of Canada (such as the Yukon, the Northwest Territories, Nunavut, and areas outside of major cities and suburbs) are subject to additional shipping fees. These fees will be calculated and displayed at checkout.

*For full details of shipping charges and restrictions, please see our shipping page.

Q. Can I choose an upgraded delivery service (in-room or assembly)?

To help ensure the health and safety of our customers, our team, and the broader community we’ve introduced Contactless Delivery as our default delivery option. We’ve temporarily disabled all in-room shipping options to best ensure we can maintain a social distance during your delivery. 

Full details about how we’re managing the impacts of COVID-19 are available here.  

Q. How will my furniture ship?

In order to ensure that your new pieces arrives in pristine condition, we generally ship using carriers that specialize in shipping furniture.

If you place an order for a smaller item it will likely ship using a standard courier service.

Q. Can I track my shipment?

Yes. To track your shipment, simply login to your Article account. Your shipment details will be updated as your piece gets closer to you.

Additionally, once you have placed your order you will get an estimated delivery date in your order confirmation email. You will also be updated when your order has left our warehouse and is on its way to you.

Q. Will I get a call when the furniture is going to be delivered?

In most cases, once your order arrives in your local area our delivery partner will contact you to arrange a day and time for delivery.

Delivery appointment availability varies depending on the local delivery partner in your area. Typically, delivery will take place between 9am and 5pm from Monday to Friday. In some cases the delivery partner in your area may be able to accommodate deliveries outside this time frame.

If your order was shipped using a courier service there will be no predetermined delivery time.

We’re actively monitoring the COVID-19 situation and how it might impact our ability to service our customers. If there’s a delay in your product delivery or a disruption in service to your area, we’ll do our very best to communicate this as early as possible and advise you on your options. If you have questions or concerns about the status of your order and would like to speak with a member of our team, please get in touch

Q. Can I place my order on hold/can you deliver after a certain date?

Yes, we would be happy to put your order on hold for you for up to one month. 

Please add a note in the 'Delivery Instructions' field at checkout. Where possible, include the first date that you will be able to receive the delivery. If you did not include a note at checkout please get in touch with us by phone or chat as soon as possible to ensure that we do not ship your order. 

For the safety of our staff and other customers, we trust that if you have a scheduled delivery you’ll get in touch with us if you’re experiencing any flu-like symptoms and need to be in isolation. We’re more than happy to hold your order and complete the delivery at a later date.

Q. Do you ship internationally? (i.e. outside the US and Canada)

We currently only offer our standard shipping to customers in Canada and the contiguous U.S. 

We do ship to Hawaii and Alaska for an additional shipping fee. 

We are unable to ship to Puerto Rico at this time.

Q. Can you ship to APO / FPO addresses?

We do not currently ship to APO/FPO addresses.

Q. Can I change my shipping address after I place the order?

Yes. Please let us know as soon as you are able to if you wish to change the delivery address on your order by sending us an email, contacting us on chat, or giving us a call at 1-888-746-3455.

Q. What happens if I miss my delivery appointment?

In the event that you miss your delivery appointment our local delivery partner will be in touch to schedule a new time slot. Please note that some of our delivery partners may charge a re-delivery fee.

Q. I ordered multiple items but they did not arrive together, what’s going on?

Don't panic. It is likely that your items have shipped from different warehouses and the remaining items will arrive shortly.

If your order does not arrive within its delivery estimate, get in touch with our team. We'll will work with our carriers to get your order to you right away.

Q. My estimated delivery window has passed and my order hasn’t yet arrived - what should I do?

We know how frustrating this can be. Rest assured that our team is on the case: orders that miss their estimated delivery dates are automatically flagged in our system. We’ll be in touch soon with more information about your order.

Our team is actively monitoring the COVID-19 situation and how it might impact our ability to service our customers. If there’s a delay in your product delivery or a disruption in service to your area, we’ll do our very best to communicate this as early as possible and advise you on your options.

If you want to inquire about your orders’ progress, please get in touch. We are happy to help.

Q. How much is shipping to Alaska and Hawaii?

Shipments to Hawaii and Alaska are subject to an additional shipping fee that will be calculated at checkout. 

Q. What is "Contactless Delivery"?

To help ensure the health and safety of our customers, our team, and the broader community we’ve introduced Contactless Delivery as our default delivery option. Contactless Delivery means:

  • We’ll deliver your item(s) to the front door of your home or apartment
  • We’ll knock/buzz, and will greet you at your door while maintaining a six-foot social distance
  • In-room and assembly options are not available
  • Your signature won’t be required — our team will simply photograph your order at your doorstep as proof of delivery

Returns and Cancellations

Q. Can I return my order?

Yes. If you don’t love your new furniture, you can return it within the first 30-days. Please ensure you return the furniture in as-new condition and in the original packaging.

Returns initiated within our standard service area will incur a $49 return shipping fee. Returns initiated outside our standard service area are subject to a return fee in the same amount as the forward shipping fee.

Read more about our 30-day satisfaction guarantee.

Q. If I choose to return my order, what happens next?

If you do decide to return your order, contact us to let us know. To help ensure the health and safety of our customers, our team, and the broader community, we’ve introduced Contactless Exchanges and Returns as our default option.

Contactless Exchanges and Returns means:

  • We ask that you please repackage the item(s) yourself in the original packaging provided. If you no longer have the original packaging, you can still return or exchange your item, however a $50 repackaging fee per item will apply.
  • We’ll schedule a date and time for pick-up and call you 30–45 minutes prior to arrival
  • You can simply leave your item(s) outside your door for pick-up
  • If your building restricts access to non-residents, please bring the repackaged item(s) to the outside door of your building

If you no longer have the original packaging you can still return or exchange your item, however a $50 repackaging fee per item will apply.

Once the item is back at our warehouse it will be inspected by our team. Provided it is in as-new condition we will issue a refund less the original and return shipping charges.

Q. What happens if I no longer have the packaging for the item?

You can still return your item, however we charge a $50 repackaging fee to ensure that we are able to package the item appropriately to minimize the potential for damage.

We strongly encourage you to keep your packaging for 30 days in case you decide you want to return it.

Q. Can I cancel an order?

Yes. Your order can be cancelled prior to shipping at no additional charge. We will issue a full refund.

If you decide to cancel your order after it has left our warehouse, we will issue a refund less shipping fees.

Q. What should I do if my shipment is damaged?

In the event your Article shipment arrives in less than perfect condition, our team can help. Take pictures of and describe the damage in as much detail as possible. Contact us and we’ll take care of the rest.

Q. What should I do if the products are defective?

Our products are designed to last, and we stand by their quality. All of our product comes with a one year warranty.

If you do have problems with your product please take photos or videos that demonstrate the issue and describe the issue in as much detail as possible. Get in touch with us and we will help you to determine the appropriate next steps.

Q. What kind of warranty is provided on your products?

Our manufacturer’s warranty applies for one year from the date of your delivery. Under their warranty, we will replace or repair any products with defects in material or workmanship.

For the warranty to apply, the product must have been used for its intended purpose and undergone normal use. Products are not covered by warranty if used for commercial purposes, has been modified, or if the defect has been caused by excessive wear and tear.

General

Q. Do you have a showroom?

No. You can find out more about our direct-to-you model here.

We know it’s tough to get a sense of furniture that you can’t touch. To help you make a decision, we encourage you to check out the hundreds of customer reviews on our website. We publish everything from the glowing reviews to the times when we could have improved, so you get a rounded view of both the furniture and our company. You can read even more customer reviews on our ResellerRatings profile.

In addition, you might like to know that we back all of our products with a 30-day return policy. If for any reason you don’t love your new furniture simply let us know within 30 days of receiving it. We’ll arrange for our shipping partner to pick it up and get it back to our warehouse. Provided the piece is returned in its original packaging and condition we will happily provide a full refund on your purchase less the original and return shipping fees. You will be charged a standard shipping fee for the return ($49 for most of the US and Canada), but unlike other furniture retailers there are no restocking fees.

Q. What do you mean by ‘Retail’ price?

On each of our product pages you will notice a “retail” price and then the price that we charge for any given piece. The “retail” price represents the estimated regular retail value of a comparable item available from other retailers. Our price reflects the significant savings you access when shopping with Article. Because we forgo the traditional showroom experience, we save on expensive rent. We’re able to pass those savings directly to you.

Find out more about how we calculate this price, and why we are able to offer such great value.

Q. Can I read reviews of your products and service?

Yes. You can find product reviews on most of our product pages. If there are no reviews on the page, it is because we have yet to collect enough reviews from customers who have purchased that product. If we have reviews for a similar product in a different color, fabric or finish we will display those reviews.

All reviews are from verified customers, and all reviews that meet our simple review guidelines are published. To see our review guidelines, please login to your Article account.

You can also read customer reviews of our service here on our website, and on our Reseller Ratings profile.

Q. Can I order swatches before I purchase?

Yes. We would be delighted to send you swatches.

Get in touch with us and let us know up to 10 kinds of fabric or leather you would like swatches of, and where we should send them. Please note we have limited stock of swatches, so we may not always be able to send you every swatch you are interested in.

Unfortunately we are not able to offer samples of wood or rugs.

Q. I have a question that is not answered here, can you help?

Of course! Feel free to get in touch with us by email, chat or phone and our team would be happy to help answer your questions.

Q. How can I write a review for my Article product?

You can review any Article products you have purchased at any time by logging in to your account.

Q. What is your review policy?

All product reviews are from verified customers, and all reviews that meet our simple review guidelines are published on our product pages.

We have a few simple rules to ensure that product reviews are useful, informative, and safe. We will not publish reviews that contain:

  • Offensive or explicit content
  • Personally identifiable information
  • References to competitors
  • URLs or links to other websites

If you would like to review your purchase you can do so at any time by logging in to your account.

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