Frequently Asked Questions

We built our platform to take the most frequently desired aspects and allow you to modify them easily, so you can customize a sofa in 4 easy steps. We also offer free design consultations to help you get exactly what you need, and answer any lingering questions. You choose the following four aspects of your sofa or sectional and we build and deliver that custom creation to you with industry best turnaround times. 

1. Choose your Style - We offer dozens of popular styles.

2. Choose your Size - We can customize your piece to fit any space.

3. Choose your Fabric - We offer over 70 upholstery options and colors.

4. Add your finishing touches - We offer firmer cushions for longevity, a variety of foot styles and special finishes.

Making an appointment with our design expert at our San Jose showroom will give you the best experience.

Absolutely. Every single custom piece of furniture, framing & suspension that we make is manufactured in California. Certain materials and components are sourced from outside of the United States as needed.

Our best recommendation is to call us for a FREE custom design consultation. It doesn’t have to be lengthy or complicated, and we are low pressure, and can answer all your questions. 

If you prefer to order without our assistance, you can put dimensions in the custom notes field on your order. We require a length on all linear dimensions, and some styles will require additional measurements, like depth, etc. All standardized dimensions for each style and platform type will be present on the product page for that sofa/sectional. For instance, if you require a 96” long sofa, you will input that dimension into notes after selecting the corresponding drop down length on the product page. 

Because of the nature of a custom piece of furniture, we encourage you to measure twice, and be certain of the dimensions and option choices before you order. You can read our terms and conditions regarding custom furniture HERE.

Yes, we can take your order over the phone. Call us at 408-868-5203 and press 1 for sales assistance.

We do our best to provide all customers with a perfectly tailored product that fits their needs. We invite you to reach out to us if you need something beyond what our online store allows in customization options. It is highly likely we can find a solution for you, whether it is an extremely uncommon dimension, or a different upholstery type, or a custom pillow request. We can be contacted for these types of inquiries by emailing to [email protected]

We are constantly improving our representation of custom products on our website. That said, every monitor and display could have slight variations for color. We invite you to look through our reviews (pictures are often submitted by customers), our showroom photos, and the “in situ” graphics on our website to determine the accuracy of the colors and fabrics. The comparative representation should give you an extremely accurate idea of what to expect. 

Our fabrics are free from microplastics such as PFAS/ PFOA/ PFOS. This means that the sofa is safe to use for babies & kids if you are concerned about toxic chemicals on our sofa fabrics.

On top of being free from PFAS, our fabrics are also free from formaldehyde, and melamine derivatives, and contain no APEOs. Our sofas also do not contain any flame-retardant chemicals, pursuant to California laws that ban toxic flame-retardant chemicals in furniture & upholstery.

Yes! We offer a limited lifetime warranty on the framing & suspension on all of our custom sofas, sectionals, and arm chairs, as well as a one year warranty against manufacturer’s defects.

Our one-year warranty against manufacturer’s defects covers the fabric and cushions resiliency. In the case of a manufacturer’s defect, What A Room will provide replacement parts, repair, or a full replacement. This is applicable to the original owner and original delivery address only. Modifications made to a What A Room furniture item by the customer (including third party legs) may waive this guarantee and void the warranty.

Check out our complete Furniture Care Guide.

If the items you purchased is on backorder, you will get an estimated time of arrival. When your items arrive back in stock at the store you will receive a notification email.

At What A Room we stand behind the quality of our products and want every purchase to be a positive experience. We will do our best to make things right if you are not satisfied. Read more at our Returns and Exchanges page.

Any requests to cancel or changes made to custom pieces will require communication within 72 hours of confirming the order to avoid fees. Changes/cancellations requested outside of this 72 hour window will be subject to a 20% restocking fee.

Please reach out to us at [email protected] or give us a call at 408-868-5203 and press 2 for assistance.

Yes, you can get flexible payment options through our partner Affirm. During the checkout process, you can access the Affirm tab, where you’ll be directed to a separate site for the application process. Payment options through Affirm are subject to an eligibility check and are provided by these lending partners:affirm.com/lenders.

Yes, we can take half payments at the time of sale and take the other half at delivery with our drivers.

If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent or there is an obvious mistake on the website that should not have allowed the order to be processed. Please contact us if you need additional help or clarification.

We currently ship to all 48 contiguous states in the United States. Unfortunately, we do not offer shipping to Alaska, Hawaii, Canada, Mexico, Puerto Rico, or any other countries. Please note that we are also unable to ship to PO Boxes or APO addresses at this time.

See detailed information from our Delivery and Shipping page here.

Yes, we offer white glove service for local deliveries in which the order contains a sofa or sectional, as well as qualifying areas with our freight service.

To see if your area qualifies, see ____.

For more detail on delivery timing, see our Shipping & Delivery page, here.

Local Deliveries are typically scheduled during the weekends.

Items that are shipped can arrive any day of the week. You will get a tracking link to find out more details from the Parcel delivery service (UPS, USPS, FedEx, etc.).

Freight deliveries are scheduled based on your availability. Someone from the local hub will contact you to make arrangements. 

Yes, we can hold your order in our warehouse. Please contact us after your order has been placed so we can coordinate with our warehouse.

Yes, to make things more efficient and cost effective for you we ship everything together. The only time we may ship something separate would be smaller items such as accessories, lamps, rugs and artwork.

After your purchase, please contact us so we can update your shipping preference and make special arrangements.

This means that your order is traveling by freight delivery and it has arrived at nearby hub. A dispatcher or customer service agent from the freight company will reach out to you to schedule a delivery time.

To get it resolved quickly contact us at [email protected] or give us a call. Be sure to complete this process within 7 days of the delivery.

When the delivery team arrives, please make sure the room is cleared and empty for them to operate. We can take away old furniture and mattresses the day of for local deliveries only. To find out the cost, please call us at 408-868-5203.

It is the customer’s responsibility to make sure the entryway width and height will fit against the item purchased to ensure a smooth delivery process. To learn more check this page out - Measuring Guide for Furniture Deliveries.