Frequently Asked Questions
What are your customer service hours and how do I contact them?
Our Customer Service Department is open six days a week, Monday through Saturday, from 9 a.m. to 6 p.m. Problems should be reported to Customer Service via email.
Where does Pilgrim Furniture City deliver?
We deliver everywhere in the state of CT. Out of state deliveries may be available to your area, please call the store for more information.
How long will it take to deliver my merchandise?
We offer same day delivery on merchandise in stock and purchased by 2pm please contact one of our locations for details.
Do I need to be home for my delivery?
Someone over the age of 18 must be home on your scheduled date to accept and sign for the delivery. We highly recommend it be the purchaser. If the merchandise has to be re-delivered, a charge will apply.
If I do not want my merchandise delivered, can I pick it up?
Many people choose to pick up their furniture. We offer same day pickup at our warehouse which is conveniently located next to our Southington showroom. At the Southington warehouse our hours for pick-up are Monday through Friday, 10am - 8pm, Saturday 10am-6pm and Sunday, 11am - 6pm.
How can I cancel my order?
A full refund will be issued on an undelivered order canceled within three (3) days of the sale date. After three (3) days, but before delivery, a cancellation fee of 10% for stock items and 30% for special orders will apply. The balance will be refunded. Floor samples and clearance items are excluded.
Do you have an extended warranty?
Yes, extended warranties are available. Ask your sales associate for the details.
Can I make my monthly payment at your store?
Unfortunately we can’t accept payments in our stores. All payments should be mailed directly to the finance company.
What bank cards does Pilgrim Furniture City accept?
We accept Visa, MasterCard, American Express and Discover and our own Pilgrim Furniture City card.
Can I make a payment online?
Not currently, but this option will be available soon.
Can I make a purchase on the internet?
Purchasing online is not currently available.
How do I report a problem?
Problems should be reported to Customer Service via email.
What is the charge for delivering my merchandise?
Our delivery charge is on a sliding scale within the state of Connecticut:
Standard Delivery Fees
Same Day Delivery
- $0 to $499: $69.95
- $500-$999: $99.95
- $1000-$2999: $149.95
- $3000-$4999: $199.95
- $5,000 and Up: 5% of total
Same Day Mattress Delivery
- $100 plus delivery charge and ordered before 2pm
New York City Five Burroughs (Bronx, Brooklyn, Manhattan, Queens, Staten Island) Deliveries
- $99.95 and ordered before 2pm
Will I be contacted regarding my delivery?
Yes, we will confirm as soon as your furniture is in stock and again the two days prior to the scheduled delivery.
Will Pilgrim Furniture City set up my furniture?
We set up and assemble almost all merchandise that we deliver. If you pick up your merchandise, you must assemble it.
Can someone else pick up my order?
Yes, they will need the original receipt, a valid picture ID (such as a driver's license) and a vehicle ID.
If my furniture needs a replacement part, where can I pick it up?
Parts can be picked up at all 4 of our locations.
Can I apply for credit online?
Yes, click here to apply online.
Does Pilgrim Furniture City accept checks?
We accept personal, business and certified checks with proper identification.