FAQ

Q. Why should I create an account?

Having an account will allow you to view your order status, track shipments, view online order history, check out more swiftly and stay connected to Stereo by being the first to hear about events and discount opportunities.

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

Of course! Feel free to get in touch with us via our contact page.

Products

Q. Who designs your products?

We do! Our talented, award-winning in-house designers are responsible for our entire collection.

Q. Are your products environmentally friendly?

One of our core manufacturing principles is efficiency. We push for efficiency in every aspect of a product, from the use of materials, to machining and production, to packaging and transportation. With higher efficiency, we use fewer resources and make a smaller environmental footprint. Additionally, during the design process we consider the environmental impact of each decision we make and, whenever possible, choose the option that has a smaller impact on the environment. We also believe that supporting quality products that last is a great way to be environmentally friendly.

Q. Can I order swatches before I purchase?

Yes. We would be delighted to send you swatches.

Visit the product page that you would like a fabric sample of. Under the color options, select which fabric you would like a sample of and click “add swatch to cart.” 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 frame samples.

Q. What do I do if I'm missing parts?

If you are missing parts we will make it right and replace them. Please contact us at contact@stereofurniture.com to receive the necessary parts.

Q. Where are Stereo products manufactured?

Stereo products are designed in the United States. We have strict quality standards and we strive to employ environmentally and socially responsible sourcing and manufacturing practices. Our production takes place in factories with decades of passionate manufacturing expertise.

Q. Can I use Stereo products outdoors?

We do not recommend using your Stereo products outside. Prolonged exposure to the elements can cause corrosion and some cosmetic wear and tear on non-Outdoor Stereo products. Additionally, we are unable to cover any defects or damages to any products showing signs of prolonged outdoor use on non-Outdoor Stereo products as it voids our warranty.

Q. How do I clean the fabric?

Weekly vacuuming of your Sectional is highly recommended for general maintenance of the fabric.

Liquid Spills: Immediately blot the fabric surface with a cloth to remove the spilled liquid as soon as possible. Soak a clean cloth in either sparkling (unflavored) or warm water, wring it out and clean the stained area in a gentle circular motion. If needed, take a damp, clean cloth and go over the affected area to remove any additional residue from the fabric. Avoid using detergents or any products with chlorine or bleach.

Non-Liquid Spills: Remove as much of the substance as possible, then proceed with the steps listed above.

For an overall refresh or for tough stains you can have any of the fabric furniture steam cleaned with water only.

Stains that ARE NOT likely to be removed by the methods above include, but are not limited to: oil-based products (such as salad dressing and lotion), wax-based products (such as candle wax and crayons), ink marks and mustard. For any of these stains, we recommend consulting a professional upholstery cleaner.

Q. How do I clean the leather?

Basic Cleaning:

• Gather your supplies: Before you begin, grab a soft microfiber cloth, a vacuum cleaner with a gentle upholstery attachment, and a commercial leather cleaner or a mild homemade solution (equal parts white vinegar and distilled water). Avoid harsh soaps, detergents, or abrasive materials as they can damage the leather.

• Dust and vacuum: Start by removing any surface dust and debris. Use the soft brush attachment on your vacuum to clean crevices and seams, paying special attention to areas like armrests and under seat cushions.

• Wipe with your cleaning solution: Dampen your microfiber cloth with the chosen cleaning solution, wringing it out thoroughly to avoid soaking the leather. Gently wipe the chair in a circular motion, working from one section to the next. Don't scrub, as this can cause scratches or discoloration.

• Dry and buff: Wipe down the chair with a dry microfiber cloth to remove any remaining dampness. Finally, buff the leather gently with a clean, dry cloth to restore its natural shine.

Stain Removal:

• Act quickly: The faster you address a stain, the easier it will be to remove. Blot up any excess liquid with a clean, absorbent cloth. Avoid rubbing, as this can spread the stain further.

• Identify the stain: Knowing the type of stain will help you choose the right cleaning method. For everyday spills like water or food, your chosen cleaning solution should suffice. For tougher stains like ink or grease, consult a specialist leather cleaner or leather furniture store for advice.

• Test a small area: Before applying any cleaning solution directly to the stain, test it on an inconspicuous area of the chair to ensure it doesn't cause discoloration or damage.

Conditioning:

• Regular conditioning: Apply a leather conditioner every 3-6 months to keep the leather supple and prevent cracking. Choose a conditioner specifically formulated for your leather type (aniline, semi-aniline, etc.). Follow the manufacturer's instructions for application and avoid over-conditioning.

• Sun protection: Keep your leather chair away from direct sunlight, as UV rays can cause fading and drying. If your chair receives occasional sunlight, consider using a UV protectant spray to minimize the effects.

Additional Tips:

• Be gentle and avoid rough handling.

• Never clean leather with water alone, as it can dry out the material.

• Avoid placing hot objects directly on the leather.

• Regularly air out your leather furniture to prevent moisture buildup.

• For stubborn stains or delicate leathers, seek professional cleaning services.

Orders

Q. Once I place an order, can I cancel or change any details?

If you would like to cancel your order, please let us know within 24 hours of the order confirmation. If you have notified us within 24 hours, you will receive a refund to the original payment method. Your order cannot be cancelled after the order has shipped out of our facility. 

Q. What are your payment options?

We accept American Express, Discover, MasterCard, Visa and Pay Pal. We also accept Pay Pal.

Q. Can you do custom orders?

Sorry, we currently do not accept any custom order requests. This includes any custom colors or custom dimensions for our products.

Q. Do you have any discount codes?

We occasionally offer discount codes — the best way to stay up to date is to sign up for our email newsletter. Please note that promo codes cannot be stacked or combined.

Q. Can I place my order by phone?

We are not currently accepting phone orders.

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 an order. If you have not received it within a few hours of placing your order, please contact us so we can help. 

Q. My card was declined! Can you tell me what happened?

Due to the nature of online transactions, the details we have access to are very limited. Unfortunately, cards are declined for a variety of reasons. We recommend calling your card issuer to resolve this. Most likely, there is a hold placed on your account as part of their fraud prevention service. If you use a debit card, make sure there are sufficient funds in your account before proceeding. Make sure the correct billing address associated with your card was entered. If it is different from your shipping address, there is a checkbox that you can uncheck during checkout to reveal an additional address field. Also, make sure all your card information was entered correctly. Did you get a new or replacement card recently? Even though the number remained the same, the expiration date and security code may have changed! Once you are ready to try again, be sure to clear your browser's cache.

Q. I tried placing my order, but received a card error. Did my order go through?

If you see any card errors during the checkout process, no order was processed and no charge was made to your account. Upon a successful checkout, you will be directed to an order confirmation page and will receive an order confirmation email within 30 minutes (please be sure to check your spam folder).

Q. Do you sell Stereo wholesale?

At this time, we do not offer our products for wholesale purchase.

Q. My organization is tax-exempt. Can my purchase be processed tax free?

Yes, tax-exempt organizations can purchase items tax-free if they provide the necessary documentation proving their tax-exempt status. As a merchant, it's your responsibility to verify that your customers are eligible for tax exemptions. You can ask them for a copy of their tax exemption certificate or other relevant documentation when they indicate they have a tax exemption. If you're unsure about their eligibility, it's best to check with the appropriate tax authority.

Shipping and Delivery

Q. Do you ship internationally?

We currently only offer our standard shipping to customers in the United States.

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 I change my shipping address after I place the order?

• You can make changes to your order within 24 hours of order confirmation, which includes changing the shipping address. Please update your shipping address via logging into your Stereo account. .

• If the order has already been fulfilled or is in transit, you may not be able to change the address without voiding any protection coverage associated with the order.

• It's important to note that changing the shipping address after checkout may void the Shopify Protect coverage for that order.

• To change the shipping address:

1. From your Stereo account, go to Orders.
2. Click on the order you want to modify.
3. In the Customer section, under Shipping address, click Edit to update the address.
4. Click Save to apply the changes.
5. If you encounter any issues or if the order is already in transit, please contact us, and we can connect you with a support advisor for further assistance.

Q. What if one of my items gets delayed?

While we do our best to provide accurate shipping timelines at checkout and in your order confirmation email, we are not able to guarantee exact delivery dates for our orders. We will contact you with an update if the availability of your order changes or your order is delayed.

Q. Do you offer pickups?

Unfortunately, we do not offer pickups from our warehouse.

Q. How will my order ship?

Our furniture orders are shipped via LTL (Less Than Truckload), the carrier will schedule a delivery appointment with you. It’s important that someone is home during the delivery, as the pallet(s) will not be left unattended. If no one is available at the scheduled time, a re-delivery fee may apply. Your order will arrive on a standard 48x40 pallet or larger if multiple items are ordered. Please ensure we have your correct name, email, and phone number to coordinate the delivery.

Q. Can you expedite shipping?

No, we are not able to accommodate expedited shipping at this time. All shipping timelines are communicated during checkout before placing an order.

Returns, Changes, Damages and Lost Packages

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.

Read more about our return policy here [link].

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

If your package is insured by Route, please use their instructions and contact information. In the event your Stereo shipment was not insured by Route and arrives in less than perfect condition, our team can help. Take pictures of and describe the damage in as much detail as possible within one week of receiving the item. Contact us at contact@stereofurniture.com 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 products come with a one year warranty.  Read more about our return policy here.