FAQs

"Why Our Furniture Comes in Smaller, Ready-to-Assemble Packages"

We believe that thoughtful packaging and design are essential to providing quality furniture that’s better for the environment and easier on your wallet. That’s why our products are shipped in fully knock-down, space-efficient packaging. This approach reduces the carbon footprint of transportation, minimizes packaging waste, and ultimately allows us to pass on significant savings to you. Additionally, our flat-packed designs make it simple to move and assemble your new furniture at home, saving you time and costly delivery fees. With a little consumer effort, you’ll enjoy great furniture at a lower cost while making a greener choice for the planet. Take your time, and enjoy watching your vision come to life—piece by piece."

HOW CAN I FIND THE RETAIL PRICE OF A PIECE?
Casepiece USA does not quote pricing directly to consumers. Working through a dedicated network of partners allows us to provide the best value and service.

HOW DO I BUY DIRECTLY FROM CASEPIECE USA?
Casepiece USA currently sells through our dedicated team of Ecommerce partners in order to deliver the best value, quality, and service.

CAN I SPECIAL ORDER OR CUSTOMIZE?
Casepiece USA uses large-scale production runs to deliver the best value and at this time does not accept custom orders.

HOW DO I ORDER REPLACEMENT PARTS?
Replacement parts may be ordered by contacting our Casepiece USA dealer.

HOW DO I CONTACT CASEPIECE USA WITH PRODUCT QUESTIONS?
We encourage you first work with our authorized e-retailer as they should be able to provide the answers you’re looking for.

IS ASSEMBLY REQUIRED FOR CASEPIECE USA PRODUCTS?
Assembly is required for some products, please contact our authorized e-retailers for more details.

WHAT IS YOUR RETURN POLICY?
Except in the case of manufacturer defect, Casepiece USA does not accept returns. Be sure to contact individual authorized e-retailers for their return policies before purchase, as they may differ.

WHAT IS THE DIFFERENCE BETWEEN KING SIZE AND CALIFORNIA KING SIZE BEDS?
California King size is 4"" longer and 4"" narrower than King size.

IS THERE A WAY TO TOUCH UP THE FINISH ON MY FURNITURE?
Touch up crayons and markers are available at local hardware and home improvement stores in a variety of color packs. These types of crayons and markers that are made especially for furniture work well in touching up most flaws.

I NEED ASSEMBLY INSTRUCTIONS FOR MY FURNITURE. WHERE CAN I GET THEM?
If the item(s) you purchased require assembly, detailed instructions should have been included in the carton. If they were missing or you have misplaced them, please submit the following information: a copy of your original sales receipt, your name, fax number or mailing address and the model number(s) you need to assemble. You may email your request though Contact Us page.

WHY ARE THERE NO PRICES SHOWN ON YOUR WEB SITE?
The Casepiece USA web site is a manufacturer's web site designed to showcase our furniture products. Prices are not shown on this site. To obtain pricing, please visit our authorized e-retailers.

CAN I BUY FACTORY DIRECT?
Unfortunately, we do not sell directly to the general public. We sell through authorized e-retailers.

DO YOU TAKE CUSTOM ORDERS?
Due to the large quantity of furniture we produce, we do not take custom orders. However, we do have a wide variety of styles in our dynamic product line. To find a style that will complement your home, you may want to visit a Casepiece USA authorized e-retailer.

HOW CAN I GET A REFUND OR EXCHANGE MY FURNITURE?
Each authorized Casepiece USA e-retailer is independently owned and operated. Each e-retailer sets its own policies regarding returns and exchanges. Please contact the respective e-retailer where you purchased your furniture.

WHEN WILL MY ORDER SHIP?
Orders that are in-stock ship within 1-2 business days (M-F). When your order ships, you will receive an email confirmation with tracking information. Please check your spam folder if you did not receive the email.

I JUST RECEIVED MY TRACKING NUMBER, BUT IT'S NOT WORKING
Please allow 2-3 business days for tracking information to update. We often send tracking when the label is created so it sometimes needs time to leave the warehouse.

DO YOU SHIP INTERNATIONALLY? OR TO HAWAII OR ALASKA?
Not at this time. We currently only ship to the 48 contiguous states, although we do hope to expand our delivery range overseas in the future.

I AM MISSING THE ASSEMBLY INSTRUCTIONS HOW CAN I GET THEM?
All assembly instructions are included with your piece. Please check all zippered pouches or compartments first. If you're still unable to locate the instructions, please contact us for assistance.

WHAT HAPPEN IF MY ORDER SHIPPED BUT I CAN’T ACCEPT DELIVERY
Notify the assigned carrier listed on your order confirmation prior to receipt. You can also contact us, and we will gladly assist you. Fees may apply.

I ORDERED MULTIPLE ITEMS, BUT THEY DIDN’T ALL ARRIVE AT THE SAME TIME, WHERE ARE THEY?
Don’t worry, they’re on the way! We ship from multiple distribution centers, so it's likely that your items shipped from different locations.

WILL THE DELIVERY TEAM TAKE AWAY MY EXISTING FURNITURE?
Delivery agents will not remove your existing furniture. Please make sure your area is clear before delivery.

WHAT SHOULD I DO IF MY FURNITURE ARRIVES DAMAGED?
Write damage notes upon delivery. Please contact respective e-retailer where you purchased your furniture within two business days of receipt so we may assist in resolving your issue.

I NEED TO CANCEL MY ORDER, WHAT CAN I DO?
You may cancel your order anytime before the items ship. Please contact respective e-retailer where you purchased your furniture for
assistance.

I HAVEN'T RECEIVED MY REFUND, WHO DO I CONTACT?
Refunds are typically processed in 3-5 business days. Please get in touch with your financial institution for further information.

I REQUESTED A RETURN/ PICK-UP BUT I HAVEN'T HEARD FROM THE SHIPPING COMPANY
Typically, the freight carrier will contact you within two business days upon receiving your request. If you have not heard from them, please contact respective e-retailer where you purchased your furniture for further assistance

DO I NEED TO KEEP MY ORIGINAL PACKAGING TO RETURN AN ITEM?
We request you keep your packaging for 30 days in the event that you decide to return your item(s).

WHAT DOES THE WARRANTY COVER?
Casepiece USA offers a limited 1 (one) year warranty against manufacturing defects. 

HOW LONG DOES DELIVERY TAKE ONCE MY ORDER HAS SHIPPED?
Small items: Arrives by Standard Delivery. Delivery time: 1-2 weeks

Threshold Delivery: Arrives by drop off to front door or garage.
Delivery Timeframe: 2-5 weeks (in some areas, 4-6 weeks)

White-Glove Delivery: In-home assembly and removal of packaging.
Delivery Timeframe: 2-5 weeks (in some areas, 4-6 weeks)

WILL EVERYTHING SHIP AT THE SAME TIME?
Ideally, yes, however, there are instances when we may ship your items separately. You will be notified prior to shipping and receive individual tracking information.

WHERE DO YOU SHIP?
We ship throughout all of the U.S. for UPS and FedEx orders except for P.O. Boxes and APO’s. For oversized items, we ship throughout the 48 contiguous states, except to P.O. Boxes, APO.

DO YOU OFFER A TRADE PROGRAM?
Yes, we have a "To the Trade" program specifically designed for a select group of industry professionals. Please chat in for more details.

DO YOU OFFER DISCOUNTS TO THE TRADE?
We offer special pricing for verified industry professionals through our Trade Program.

CAN I HAVE CO-MEMBER OR USER ON MY ACCOUNT?
All accounts are specific to the user: all users must have individual accounts

DO YOU HAVE A SHOWROOM?
We currently planning on our very first showroom! Casepiece USA is planning to attend four trade shows per year: two at the Las Vegas Market during winter and summer, and two at the High Point Market during spring and fall. These trade shows are for industry professionals onlv.

IS CASEPIECE USA COMPLIANT WITH PROP. 65?
Yes, Casepiece USA is fully compliant with all state regulations, including California technical bulletin 117-2013 and California Proposition 65. Any products manufactured after August 31, 2018, bear the Prop 65 warning label.
Product Information

WHERE ARE YOUR PRODUCTS MADE?
Casepiece USA products are designed in USA and Asia by our team of architectural & interior design experts and manufactured in Malaysia. We have exclusive manufacturing facilities in Malaysia.

WHICH FABRICS ARE BEST IF I HAVE PETS OR SMALL CHILDREN?
100% polyester fabrics are best for households with pets or small children

HOW SHOULD I CLEAN MY FABRIC?
You should spot clean and avoid using cleaning products with harmful chemicals. Visit our product care page for more information on caring for your furniture

WHAT IS THE WEIGHT LIMIT FOR YOUR PRODUCTS?
Chairs & Stools - 250 lbs.
Benches & Sofas - 500 lbs.
Coffee tables, dining tables, bar/counter tables, desks - 100 lbs.
End tables - 50 lbs.

IS CASEPIECE USA FURNITURE FOR COMMERCIAL OR RESIDENTIAL USE?
Residential use only.

HOW DO I CARE FOR A SPILL OR STAIN ON MY UPHOLSTERED FURNITURE?
As soon as a spill or stain occurs, treat it immediately for the best results. It is important to know that applications and results will vary. Below are details on how to care for small spills or stains immediately after them occurring.

• Blot the spill with a clean, dry and white cloth. Start from the outer edge of the stain and move towards the center. Do not rub as that can further spread the stain.
• If a cleaning solution is needed, we recommend using a mild upholstery cleaner. Always spot test in a discrete area first. Avoid oversaturation by using only a small amount of cleaner. Gently rub the solution in with your fingertips.
• If your cleaning solution recommends a water rinse, apply distilled water instead of tap water which may stain or discolor the fabric due to its mineral content.
• If necessary, once the stain is cleaned, use a hair dryer on the lowest heat setting to evenly dry the fabric and prevent moisture rings.

For stains that persist or cover a large portion of your furniture piece we suggest consulting a cleaning professional that specializes in upholstered furniture.

Any Questions?
If we still haven't answered your questions, you can contact us below and we will get back to you as soon as possible.

Send us a message
support@casepiece.com