FAQ

Is everything shown on your website in stock?


Although Kaplan's Furniture carries many products in stock and available for immediate local delivery, the products shown on our website represent the majority of the possible products that can be ordered from our manufacturers.  These products are there to allow our customers to be able to customize or personalize a look for their room by utilizing our online room planner.


Products such as accessories or accent pieces are usually from manufacturers that require a minimum purchase from retailers such as Kaplan's Furniture.  This means that we may hold an order until that minimum is met with the manufacturer resulting in longer lead times.


If you have questions pertaining to a specific product or to inquire about what products we do have in stock at any given time, please do not hesitate to contact us.


We are constantly updating the pages of our new website and the stock in our stores changes daily.
What are you sales terms?

Kaplan's Furniture Sales Terms

Merchandise


Stock merchandise is defined as:

  • A product displayed in our showroom.
  • A product displayed in our showroom that is "nailed" to our floor and only available from our warehouse or by ordering from the manufacturer in the same configuration as displayed in our showroom.

Production lead times and arrival times vary by manufacturer, style, model, fabric, etc. and are estimates only. Kaplan's Furniture cannot guarantee delivery dates on product not in our warehouse. Any product not delivered within 30 days of it becoming available requires a payment of 10% of the merchandise total every month up to a maximum of three months (90 days).


Custom Orders


A custom order is:

  • A product not displayed in our showroom.
  • A product displayed in our showroom but in a different fabric, color, size or finish.
  • A product not stocked in our warehouse.

All custom orders require a nonrefundable deposit of 30%. Custom order production lead times and arrival times vary by manufacturer, style, model, fabric, etc. and are estimates only. Kaplan's Furniture cannot guarantee delivery dates on product not in our warehouse. If you must have your order by a certain date, Kaplan's Furniture strongly recommends buying product that is in stock. Custom orders cannot be cancelled, returned or exchanged under any circumstances once the order has been placed with the manufacturer.


The Kaplan's Furniture Purchasing Department will review all custom orders for pricing and order accuracy. If adjustments to your custom order are needed, Kaplan's Furniture will contact you for approval before the order is placed with the manufacturer.


If for any reason you do not take delivery of your custom order product, it will result in a full loss of deposit and any payments made. Custom order product not delivered within 30 days of it arriving in our warehouse requires a payment of 10% of the product total every month up to a maximum of three months (90 days).


Delays


Estimated shipping dates are based on typical manufacturer lead times and are subject to change without notice. Kaplan's Furniture will not be held responsible and will not compensate for delays in transportation, fabric shortages, production or any other acts that may result in a delay of your order. Failure to deliver your product by the estimated delivery date will not give you the right to cancel your order.


Accessories


Returns on accessories must be within 7 days of taking possession. Accessories must be returned in the original packaging or the packaging material that was provided at the time of pickup. You will receive a full in-store credit for accessory items returned in this manner. If a refund is requested, a 10% restocking fee will apply. Kaplan's Furniture does not deliver accessory items due to their delicate nature. Accessories must be taken with or picked up within 14 days.


As-Is, & Clearance Product


As-is and clearance product must be picked up or delivery scheduled within 14 days of the written order date. As-is and clearance product require a minimum of a 25% deposit. Kaplan's Furniture does not accept personal checks for any product being picked up the same day. As-is and clearance product is priced for pick up and a minimum $79 delivery fee applies to these orders.


As-is and clearance product do not carry any warranties unless explicitly stated on the order. As-is and clearance product orders are final sales. No cancellations or returns.


Cancellations


Cancellations of an order of stock product within 7 days of the written order will result in no loss of deposit. Stock orders cancelled after 7 days of the written order are subject to a 10% restock fee.


Custom orders, As-Is & Clearance product orders are not cancel-able. Failure to pick up or take delivery of these orders will result in your deposit being forfeited as a restocking fee.


Returns & Exchanges


All returns and exchanges must have prior management approval within 7 days of delivery. A new minimum delivery fee of $99 will be assessed on orders that Kaplan's Furniture will pick up. There will be a minimum 10% restocking fee on any stock product with the exception of mattresses and bedding. Mattresses and bedding are considered personal products and due to hygiene issues are not returnable. Some mattress manufacturers offer a "Sleep Trial". If a mattress is purchased on a sleep trial basis, then the customer is bound to the conditions set forth by the manufacturer (see the specific manufacturer terms for fees associated with these sleep trials). The exact restocking fee will be determined by management.


All returns and exchanges are subject to inspection by the Kaplan's Furniture Service Department to insure that the product is returned in its original condition.
Original condition includes but is not limited to:


  • No scratches, nicks, gouges or stains
  • No signs of wear or use
  • No pet hair, smoke damage or missing pieces

All authorized returns require an original signed sales receipt. Custom order product will be repaired at the discretion of Kaplan's Furniture under the terms of the manufacturer's warranty, not exchanged or returned.


Protection plan fees and delivery fees are not refundable.


Refunds


Once a refund is authorized it takes approximately 7 to 14 business days to complete a refund. Orders paid by credit card or financing will be credited to that account. Any other refunds will be paid by check.


Information Accuracy


Kaplan's Furniture reserves the right to change prices, terms and specifications without notice. Kaplan's Furniture strives to describe our products and services accurately, however, mistakes sometimes happen.


Product specification, typographical, photographic and pricing errors are subject to correction or verification. This includes orders that have already been placed.


Can I pick up my furniture?


Yes you can! When making arrangements to pick up merchandise, please call ahead to verify that it is at our warehouse or the appropriate pick up location.


Merchandise picked up at any Kaplan's location ordered from the manufacturer will be in its original packaging. Any assembly required or returns of picked up merchandise will be the responsibility of the purchaser.


Items will not be opened and inspected at the warehouse prior to or during the time of pick up.


We will gladly assist you in loading your merchandise at our warehouse. If you are picking up merchandise from one of our stores it is recommended that you bring someone to assist you in loading your merchandise. We do not usually have assistance available at the stores unless it is pre-arranged with your salesperson.


Please bring any necessary items you would need to secure your merchandise in your vehicle. In many cases we can provide plastic wrap or foam to help protect your items.


Due to liability issues, Kaplan's associates will not tie down your trunk or secure any merchandise to your vehicle.


Please bring a valid photo I.D. and a copy of your sales receipt. They are both required and need to be verified before your order can be released.


Payment in full is required before merchandise can be picked up.


What is your Service Policy?


  • Inspect damaged merchandise.
  • Provide service in your home, our warehouse or at the manufacturer's factory.
  • Furniture replacements require authorization by the manufacturer. Should a replacement be authorized and the original product purchased is no longer available, you will be authorized to reselect any item up to the original purchase amount. If your original order was purchased on an extended finance promotion, your replacement merchandise will qualify for the same finance promotion.

There are no refunds, exchanges or service calls provided on clearance merchandise. Manufacturers of upholstery fabrics do not guarantee their products for shrinkage, color fastness, pilling or durability. Kaplan's is not able to warranty fabrics outside the scope of the manufacturer's warranty.


Our mattress manufacturer's warranty their product against structural defects. This warranty is between you and the manufacturer and all manufacturer decisions are final. No manufacturer warrants or guarantees comfort, neither can Kaplan's. Mattresses can't be exchanged or returned unless a mattress set qualifies for a 120 Night Comfort Guarantee and a Comfort Guarantee form has been signed and is on file. Please see store for complete details on the 120 Night Comfort Guarantee. Any mattress exchange or return outside of the 120 Night Comfort Guarantee must be authorized by the manufacturer. Acceptance of the delivery of any mattress or mattress set finalizes the sale and no pick-ups, returns, or refunds can be made.


Carefully inspect all accessories before you take them with you. Kaplan's does not service any accessories after they are taken from the store.


Some manufacturers have extended warranties against defective parts. Manufacturer's warranties are subject to transportation and labor charges. Kaplan's Furniture offers a Guardsman protection program at an additional cost that covers transportation and labor charges for five years from your delivery date.


If you relocate to an area outside of our normal service area and are in need of a repair on an item, please understand that it becomes your responsibility to contact the manufacturer of the product directly, or work with a local dealer to get their warranty work done or return the product to Kaplan's Furniture for repairs with the responsibility of shipping, handling and freight charges belonging the customer.


What is your Delivery Policy?


Deliveries are scheduled according to geographic areas such as cities and counties. Your furniture will be delivered these specific days only. Kaplan's Furniture does not deliver pictures, lamps and accessories.


Kaplan's Furniture will deliver to areas in our local trading area in Northern Ohio and parts of Mid-Ohio (please call for specific delivery charges to these areas). At this time, Kaplan's Furniture does not ship merchandise out-of-state.


All outstanding invoice balances must be paid in full prior to scheduling delivery.


You will be contacted the day before your scheduled delivery date and given an estimated time frame for your delivery. In order to serve you better, we require a 48 hour notice for any changes you need to make to your delivery date or delivery information.


Please have your area cleared and ready for your new merchandise. Our delivery teams are not allowed to move any existing furniture or electronics in your home. Difficult deliveries (such as window entries or balconies) will not be provided by our delivery team.


To insure the safety of our drivers, snow or any other obstacles must be removed by you before our delivery team can make your delivery. Kaplan's furniture will determine if deliveries will be made during hazardous weather conditions.


Upon delivery of mattress purchases, we do offer to pick up your used mattress and box spring at no additional charge. Kaplan's Furniture reserves the right to refuse pick up of any mattress or box spring that our delivery team deems in unacceptable condition. The mattress and boxspring must be in sealed plastic bags before our delivery team will remove them.  Kaplan's Furniture can provide these mattress bags free-of-charge upon request before delivery (one set per customer). Waterbeds, headboards, foot boards and frames are excluded from this free service.


Upon completion of your delivery, you will be asked to sign the delivery ticket confirming your receipt of the product as well as confirming the condition of the product. You will also be asked to initial that there has been no damage to your home or personal property. Any damage MUST BE NOTED on the delivery ticket. Any other concerns about your delivery should also be noted on your delivery ticket. Kaplan's Furniture will not assume any liability for damages or claims that are not documented at the time of delivery.


Do you offer any Protection Plans or Extended Warranties?


Kaplan's Furniture does offer a great protection plan from Guardsman.


When "life happens" the Guardsman Gold Protection Plan is there to cover you against accidental stains and damage to your furniture.


Guardsman provides professional in-home repair when furniture is stained or damaged.


Coverage includes furniture replacement if the damaged or stained piece can't be repaired or cleaned by an authorized technician.


If you purchased the Guardsman Protection and need service, please call Guardsman at 1-877-584-GOLD1-877-584-GOLD or go to www.guardsman.com to file a claim on-line.


Service requests will not be considered valid if service has not been requested within 30 days of the occurrence.


Please have a copy of your Protection Plan with the serial number and your furniture sales receipt ready.


How do I care for my new furniture?


Upholstered Furniture


  • Protect your upholstered furniture from sunlight to avoid fading and fabric deterioration.
  • Vacuum or brush lightly every couple of weeks to remove dust, dirt and other foreign materials.
  • Rotate cushions (if applicable) on a weekly basis to reduce wear.
  • Fluff down and other types of cushions frequently as contents naturally settle and compress.

Leather


  • Avoid sunlight or heat sources to avoid fading or drying of leather.
  • Clean and condition leather at least every three months.
  • Refer to manufacturer cleaning instructions or your Gold Program booklet for maintenance tips.
  • Always test cleaning methods and products in a hidden area before using on the whole piece.
  • Do not use water on Nubuck (suede) leathers.

Wood Furniture


  • Avoid direct exposure to sunlight or other heat sources.
  • Do not place hot items directly on furniture.
  • Protect wood tops from ball point pens; use a writing pad to protect the surface.
  • Chemical components in the rubber, plastic, nylon feet or contact points on your computer equipment, telephones, lamps or other desktop items can migrate into your lacquer finish, softening it and causing indentations and discoloration. To protect your furniture, please attach felt pads to the feet or contact points.
  • Dust with a soft cloth.

Mattresses


  • Rotate and turn monthly or as specified on manufacturer's hang tag.
  • Queen and King Size mattresses require a frame with a center support.
  • Always protect mattresses by using a mattress protector. Mattress manufacturers will not honor the warranty if the mattress is damaged or stained.
  • See a sleep expert in one of our stores to get more information on caring for your new mattress set.

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Kaplan's Furniture features a large selection of quality living room, bedroom, dining room, home office, and entertainment furniture as well as mattresses, home decor and accessories. Kaplans Furniture has a stores located in Elyria, and North Olmsted Ohio. We also service the surrounding areas; Cleveland, Lorain, North Ridgeville, Westlake, Rocky River, Avon, Avon Lake, Grafton, Strongsville, North Royalton, Lakewood, Parma, Berea, Middleburg Heights, Brunswick, Medina, Columbia Station, Olmsted Falls, Amherst, Sheffield, Sheffield Lake, Brookpark, Lagrange, Bay Village, Lakewood, Downtown Cleveland, Vermilion, Wellington, Brecksville, Fairview, Fairview Park, Lorain County, Cuyahoga County, Medina County, Erie County and Huron County. Kaplan's Furniture serves the surrounding areas of Elyria, OH, and North Olmsted, OH. If you're looking for the perfect furniture to suit your needs as well as your lifestyle, stop by Kaplan's Furniture in Elyria, OH, and North Olmsted, OH today! Quality Furniture Everyone Can Afford!