Store Policies

Bernie and Phyl's has been providing affordable, quality home furnishings to New Englanders for 35 years. We have also been a Top 100 furniture retailer for the last 17 years. We believe our success is largely due to our commitment to providing our customers with complete satisfaction.

We hope that you are delighted with the merchandise you purchased and the friendly, professional service you received. If you are not completely satisfied with your entire shopping experience at Bernie and Phyl's, we want to hear from you.

Cancellation Policy

If, for any reason, you wish to cancel an order prior to taking delivery (excluding special order merchandise), you must notify us at least 72 hours prior to your scheduled delivery or pick up to receive a store credit or a refund in full.  Special order merchandise cannot be cancelled for a refund.

If you cancel an order less than 72 hours prior to your scheduled delivery or pick up, we will issue a store credit in full to be applied to a future purchase. All refunds, other than credit/debit card transactions, are issued by mail from our corporate office and can take up to 21 days from date of cancellation. No refunds other than credit/debit card transactions may be issued from any store location.

Return Policy

If, for any reason, you are unhappy with any merchandise that you purchased (excluding special order merchandise and mattress sets), you may return it within 7 days of delivery for a refund less the original delivery charge and an equal pick-up charge. Merchandise must be in new condition at time of pick up.

If, after having merchandise in your home for more than 7 days but less than 30 days from date of delivery, you wish to return your purchase, you may do so for a refund less the original delivery charge, an equal pick-up charge and a 20% restocking fee. Merchandise must be in new condition at time of pick up.

Mattresses can only be returned under the terms of our Comfort Exchange Policy, between 30 and 90 days of delivery. Disposal fees and re-delivery charges will apply. Please ask your Sales Consultant for details.

Methods of Payment

We accept MasterCard, Visa, Discover and American Express credit cards and most debit cards. We also accept cash, imprinted personal checks, money orders and bank checks at any store location as partial or payment in full. Financing and leasing are available, through 3rd party financial institutions, for qualified applicants. All finance or lease payments must be made directly to the lender/lessor. We cannot accept finance payments at any store location.  Lease payments can be made only at store locations with 3rd party lessor offices.  All orders must be paid in full at the time you wish to schedule delivery or pick up of your merchandise.

When you wish to schedule delivery, you can pay any open balances by phone to any of our store locations using your MasterCard, Visa, Discover or American Express card. Payment can also be made on our web site (www.bernieandphyls.com). You must register on our site to make a payment and web payments must be made at least 48 hours prior to your desired delivery date. Orders with balances due cannot be scheduled for delivery or pickup.

Service Policy

We want your buying experience at Bernie and Phyl's to be a pleasant one. We honor all manufacturers' warranties on the products we sell. Warranty information is available in all stores and our Customer Care Department is open 6 days a week to assist you in any way. You must have your receipt to qualify for service.

We will provide "in home" service on any warrantied merchandise, provided that your home is within 50 miles of our nearest store location. We will provide "in home" service on Nantucket and Martha’s  Vineyard  and  in  the  Lakes Region in New Hampshire as well. If you live more than 50 miles away from our nearest store, it is your responsibility to return the defective merchandise to one of our store locations and then pick it up once it has been serviced.

Service Procedures

All service claims regarding visual damage on a new furniture purchase, must be called into our Customer Care Department within five (5) working days of the date of delivery.

Bernie and Phyl's reserves the right to inspect the damaged merchandise in the customer's home, the right to service in your home, in our warehouse or at the factory, the right to repair, replace or issue store credit at the discretion of our Customer Care Department. All manufacturer’s warranties are against defects in manufacture under normal usage. Commercial use of the furniture will void all warranties. All service will be scheduled by our Customer Care Department.

Bernie and Phyl's Price Protection Plan

We will guarantee the price of the merchandise you purchase for up to one full year from the date of purchase. A convenient monthly payment plan is required.  You must notify us at least 8 weeks prior to your desired delivery date to ensure availability of your merchandise. If you do not give us 8 weeks' notice your merchandise may not be available when you want it. To provide you with efficient service, any change of address, phone numbers, etc. must be communicated to the store where you made your purchase. In the unlikely event that your merchandise is discontinued by the manufacturer, we will assist you in reselecting similar items or refund all money on account.

Special Order Policy

Special Order merchandise cannot be cancelled for a refund and cannot be returned unless the merchandise is deemed defective by our Customer Care Department. All Special Orders require a 20% deposit before we will order your merchandise from the manufacturer. This 20% deposit is not refundable. All special orders must be paid in full, once your merchandise arrives to us, to schedule a firm delivery date. Delays caused by the manufacturer are not the responsibility of Bernie and Phyl's.

Delivery Policy

Specific days have been set up for each individual town. Your furniture can be delivered on these days only. Deliveries outside of our normal delivery area may take longer and be less flexible than those made within our normal area. There will be additional charges as well. Please ask your salesperson for details. Specific times of day cannot be committed to at the time of purchase. We will call you the day prior to your scheduled delivery with a four (4) hour delivery window (our trucks deliver from 7 00 AM until their runs are completed). If, for any reason, you will be unable to take delivery in that time frame, you will have to reschedule your delivery for another day. We make every effort to stay within the time frames quoted but due to unforeseen problems (traffic, weather, mechanical problems, etc.) your delivery may be delayed.

All deliveries are performed by a 3rd party delivery service.  In the unlikely event of damage to your residence, the 3rd party delivery service is solely responsible for repairing any damages. All reports of damages must be reported to our Customer Care Department within 48 hours of delivery. The 3rd party delivery service reserves the right to repair or replace any damage that occurred to your home during delivery.

If you need to make any change in the agreed delivery date, you must notify customer service or any Bernie and Phyl's store at least 72 hours prior to the scheduled delivery date. A redelivery charge of $69 will be charged for any delivery cancelled less than 72 hours prior to the agreed date.

Our delivery service will deliver anything two delivery professionals can reasonably handle.   All sidewalks, porches, steps, hallways, etc. must be clear of snow and all obstacles and rooms must be cleared. Drivers cannot clear walks or driveways nor move or remove existing furniture in your home. In the event of serious weather conditions Bernie and Phyl's, for safety reasons, may have to reschedule your delivery. Delivery charges are not refundable.

Pick Up Policy

Any merchandise picked up at the stores will be in original factory packaging and will frequently require some assembly. Pick up hours are posted in each store.

When picking up merchandise you must be prepared to inspect the goods. You must have an appropriate vehicle and you must provide adequate padding to pack your vehicle. Store personnel will load merchandise in or onto your vehicle, but they cannot secure the goods. Twine is provided at each location. You may be asked to sign a waiver of liability by store personnel who assist you with your pickup.

Clearance Merchandise

All merchandise that is reduced in price and sold as clearance merchandise is sold as Final Sale. Clearance merchandise carries no warranty and cannot be returned. Clearance goods must be picked up within two (2) days of date of purchase or it will be made available for sale again and your deposit will be issued as a store credit only.

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