General FAQ

You can quickly check the status of your order by clicking on the My Account link located at the top of every page on the site.

You will need your registered email address and password to check your order status. When you place an order at townsgallery.com you will receive an order confirmation e-mail that will include your order number and summary.

If you do not have your order number please refer to your e-mail confirmation or send us an email at customerservices@townsgallery.com. See Customer Service for our regular and holiday business hours.

Our shipping and handling charges are determined by the dollar amount of your order and the shipping method you select. Certain items, such as Art and Mirrors will have a specific shipping charge attached. No other shipping charges will apply to these items. If items are temporarily out-of-stock, the total shipping and handling charges may be automatically adjusted and charged as the merchandise is shipped. See our shipping rates for information about shipping amounts and details.

Follow these steps to make a non-Furniture return or exchange:

  1. If you wish to make an exchange or return please email customerservices@townsgallery.com, include your order number, tell us the reason why, and let us know what item you would like in exchange by providing the SKU, product description, and price of the new item.
  2. Once the exchange is approved you will have 7 days to return the product to us.
  3. Complete the required information on the Return/Exchange Form, located on the back of the original packaging invoice.
  4. Pack and seal your return securely in the original package if possible. Include the Return/Exchange Form you filled out completely. Packages must be returned prepaid. We recommend you insure all packages. Towns Gallery cannot accept C.O.D. deliveries.
  5. Returns within 14 days of receipt are eligible for an exchange or refund.
  6. It will take 2-3 weeks from the date that Towns Gallery has received your return for your exchange or refund to be processed.

For questions regarding furniture purchases please see our Furniture Return Exchange Policy.

Mail your package to:
Towns Gallery
Attn: Return Center
10599 NW 53rd Street, Sunrise, FL 33351

Furniture cannot be returned to any Towns Gallery store location. Stocked Furniture can be exchanged or returned within 14 days of receipt, and a 25% restocking fee will be charged on all furniture returns. Delivery fees and oversize fees are non-refundable.

Yes. Whenever you place an order on our website, your credit card (or other payment) information is protected by Secure Sockets Layer (SSL), a sophisticated technology that encrypts all your private information as it travels over the Internet. For details on this and other ways we protect your security, see our privacy statement.

Shipping & Handling

Here you will find information about shipping to all U.S. residential and business addresses in all states, except Hawaii & Alaska.

For APO/FPO addresses, please enter APO/FPO as the city, the correct U.S. state and your APO/FPO ZIP code.

UPS is our major carrier for standard shipping. We use a variety of major Freight Delivery carriers for larger items like Furniture that exceed UPS ground size and weight requirements.

*Special Handling and Oversize charges may apply and are based on total value of your order and the size, shape or weight of the item(s) being purchased. All orders received over $400.00 will be shipped with a signature requested for delivery.

Flat Rate Shipping – UPS Simple Rate

*With UPS® Simple Rate, you pick from the five flat packaging rates and the four shipping speeds. Ship anywhere in the U.S. for a predictable rate.

Certain items may not be eligible for Standard Plus shipping. These items include but are not limited to; art, lamps, mirrors, furniture, bean bags, certain accessories, any item with a length, width, height or girth greater than 24” or any item that requires a delivery surcharge. We will contact you if there is an issue with your order. Shipping of some restricted items may cause a delay in the processing of your order.

It is the customer’s responsibility to measure to be sure that the items purchased will fit through all doorways, halls, stairwells, elevators or any other passageways. View our guidelines on measuring for proper fit of any furniture. None of the delivery services offer a hosting service.

Direct Ship purchases will ship separately, directly to you via UPS Ground Delivery. “Curbside” or “Threshold” Freight Delivery may be used for some larger items. Direct Ship orders cannot be picked up in any of our store locations, warehouse facilities or satellite warehouses. Separate Shipping Charges, Special Handling or Oversize charges may apply. Return shipping charges will be deducted from all Direct Ship purchases.

Made to order and direct ship purchases are not in stock and will ship in quoted delivery dates.

Combining Made to Order items with merchandise that is in stock on orders will cause a delay in the shipping of the order until all of the items have arrived and are available for shipping.

If items are temporarily out-of-stock, we will contact you as soon as possible by phone or email. You will have the choice to keep the order as placed, adjust it to exclude the out-of-stock item or cancel the order. The total shipping and handling charges will be appropriately adjusted and charged as the merchandise is shipped. Please note total shipping and handling charges will not increase for split orders of accessory items. Combining in stock and out of stock items in your order will cause a delay in the shipping of your order until all items have arrived.

Towns Gallery will gladly deliver your order to your pre-selected freight forwarder – hired or contracted by you – located within the contiguous United States. The delivery fee charged by Towns Gallery only covers the cost to transport your order from our facilities or our affiliates to your freight forwarder. Our delivery fee does not cover any costs associated to transport your order to its final foreign destination (i.e., crating costs, port charges, consular fees, documentation fees, insurance costs, import fees, brokerage fees, etc.) – these are your responsibility.

Towns Gallery will not be listed on the Bill of Lading, or on any export documentation or serve as the Exporter of Record, Beneficiary, Notify Party, and/or the U.S. Principal Party in Interest.

The customer is solely responsible for import taxes, custom duties, fees levied by the destination country, and any other custom clearance charges and fees related to the export of Towns Gallery products, including:

  • Costs charged by the customer’s selected freight forwarder in order to prepare the shipment for the final foreign destination (i.e., crating costs, port charges, consular fees, documentation fees, insurance costs, import/export fees, brokerage fees, etc).

Towns Gallery cannot prepare shipments for international delivery or load international containers at any of our facilities or subsidiaries. As such, the customer’s selected freight forwarder is responsible for:

  • Determining shipment’s weights/dimensions and cube, as well as creating commercial documents.
  • Inspecting products to determine HTS classification, commodity descriptions, and product country of origin.
  • Note: Towns Gallery cannot provide photos or digital images of products.


You may e-mail us at customerservices@townsgallery.com.

Monday – Friday 8:00am – 5:00pm EST
Saturday 9:00am – 12:00pm EST

Closed: Thanksgiving Day and Christmas Day, New Year’s Day, Memorial Day, Fourth of July, and Labor Day

Shopping Online

Items placed into your cart will be held for 30 calendar days for your shopping convenience. This applies to both Registered Customers and customers using Towns Gallery Guest Checkout. If item(s) that you have placed into your cart are no longer available when you return to your cart, the item(s) will be automatically removed upon your reactivating your cart. Product availability is subject to change without notice.

If you wish to buy multiple quantities of an item placed in your Shopping Bag, change the number in the “Quantity” box. Be sure to click the “Update” button at the bottom of your list to confirm any changes. We regret that we cannot make changes to online orders once submitted.

If you wish to remove an item in your Shopping Cart, click the “Delete” link that appears to the right of the item you wish to remove.

During online checkout, promotion codes may be entered into the Promotion Code field(s) at the bottom of the Payment Info page.

  • For each transaction, only one promotion code per category can be applied.
  • Promotions and discounts for Towns Gallery products are not cumulative.
  • Coupons and discount promotion codes cannot be applied to purchase of gift cards, sale or clearance items, or temporarily reduced-price merchandise.
  • Online Promotion codes are valid only for purchases on www.towngallery.com.
  • Towns Gallery reserves the right to limit quantities purchased with any coupon or discount at its discretion.
  • Please see the details of each promotion for specific terms and restrictions.

You can choose to pay with a Credit Card (Visa, MasterCard, American Express, Discover), PayPal, or Towns Gallery gift card. All Credit Card payments will be processed through our highly secured financial service, PayPal, and your account will be charged once your order has been placed.

Bank Gift Cards as Payment
Towns Gallery accepts bank issued gift cards (Visa, American Express, Discover and MasterCard) for payment. Please note that the gift card used MUST be equal to or greater than the purchase amount. Multiple tenders (using more than one credit card) are not accepted for payment. Prior to checkout please ensure that you have registered the billing address for your bank gift card with customer service at the issuing bank. The phone number can be found on the back of the gift card. Failure to register the card for online transactions will result in a declined authorization. When you make an online purchase, the name, address, and phone number you use will need to be exactly the same as the information you provided when registering your card. Please be sure to use the bank gift card as a credit card when checking out – do not select the gift card method of payment.

Because we do business in the following states, AL, AZ, CA, CO, FL, GA, IL, IN, LA, MO, NC, NV, OR, TN, TX, UT, VA and WA, we are required by law to collect all state and local sales taxes based on the destination of the order, regardless if the sale was made in a Towns Gallery retail store or via the Towngallery.com web site. The Internet Tax Moratorium only provides that no new taxes can be applied to the Internet itself and charges for Internet services, such as access charges. However, the Internet Tax Moratorium does not affect sellers who use the Internet as a medium to market their products. These sellers are subject to the same rules that have always applied to catalog sales, which means that sellers with a presence in a state must collect the state sales tax. Many states also tax the delivery charge you pay on orders sent to your home.

TAX RATES ARE SUBJECT TO CHANGE AT ANYTIME WITHOUT NOTICE.

Once your order has been received, you will receive an order confirmation. A separate shipping confirmation for the accessory portion of your order complete with a tracking number will be sent to you via email once your order has been shipped. If you are a registered user, you can also view your order status online at any time by clicking the My Account link at the top of any page of our site or click the link Order Tracking at the bottom of the website under the Customer Service heading.

When placing a furniture order online you may receive a call to review your order information. Tracking information for furniture orders is not available. At Towns Gallery discretion, delivery options may be modified at any point at Towns Gallery discretion.When we ship part or all of your order from one of our store locations, you will not receive a shipping confirmation. To track these orders, please call email us at customerservice@towngallery.com . Please be sure to include your order number in any communications.

If for any reason you need to cancel your online Accessory order, please send an email to customerservices@towngallery.com within 24 hours of placing your order. We will cancel your order if it has not already been shipped. Return shipping and or re-stocking charges may apply.

Please be aware that prices and availability are subject to change without notice. We make every effort to ensure the accuracy of the information of our site and when errors are discovered, we will correct them. Be advised that Towns Gallery reserves the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions including after an order has been submitted, after it has been confirmed, or after your credit card or gift card has been charged. If we discover an error after your credit card or gift card has been charged and your order has been cancelled as a result of the error, the credit card will be refunded or the gift card will be replaced in the full amount of the order. You will be notified by email or telephone that your order has been cancelled and you will have the opportunity to place the order at the correct price. Once we process a refund to your credit card, please note that bank policies vary as to when the amount is credited back to your account.

Returns & Exchanges

  • Custom order items, including Furniture, Window Panels, Bedding, and Art
  • Clearance Items.
  • International orders
  • Items purchased at Towns Gallery Outlet Warehouse Sales
  • Gift Cards

To process an online exchange please email costumerservices@townsgallery.com and include your order number, item to be exchanged, and reason for the exchange. Once the exchange is approved you will have 7 days to return the product to us. All shipping costs will be at the customer’s own expense. Towns Gallery does not hold any responsibility for missing parcels. We recommend items are returned using a tracked postal service or with postal insurance.

Furniture cannot be returned to any Towns Gallery store location. Stocked Furniture can be exchanged or returned within 14 days of receipt, and a 25% restocking fee will be charged on all furniture returns. Delivery fees and oversize fees are non-refundable.

If an item arrives with a manufacturing defect or damage caused in transit, contact Customer Service immediately at costumerservices@townsgallery.com. We will attempt to repair the defect or damage. If that is not possible, we will arrange an exchange. We will ask for photos to determine the best course of action. All claims must be made within 7 days of receipt. Towns Gallery reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the customer.

Custom Furniture, Custom Art, Custom Window Panels, and Custom Bedding are manufactured especially for you, which is why we do not accept cancellations, exchanges, or returns. Vendor ship times vary, your sales associate has only provided you with an estimated ship time.

Problem? Let us help. In the unlikely event your Stock or Custom furniture piece arrives either damaged or defective, please contact customer service immediately at costumerservices@townsgallery.com. So that we can help resolve your issue, we may ask for photos to determine the best course of action (e.g. repair, replacement parts or exchange). All claims must be made within 7 days of receipt.

Important Disclaimers

Arrival Dates

Towns Gallery does its best to assure merchandise arrives within the quoted delivery time frame. If an unforeseen delay occurs, we will do our best to notify you in advance, however we do not provide monetary compensation for late delivery.

Delivery

Delivery services are available within the United States and internationally through International Checkout. All merchandise must be paid in full prior to delivery. It is the customer’s responsibility to inspect all items before signing the delivery acknowledgment form. Delivery fees are non-refundable.

Color & Finish

Due to the uniqueness and raw material used in some of our products, the color, finish and dye lot may vary on each item. In addition, exposure to light and temperature changes can affect the condition of your merchandise over time.

Space Limitations

Customers are responsible for their space limitations. Please be conscious of passages that could cause delivery issues (e.g., stairwells, hallways, doorways, elevators, etc.).

Oversize Fees

Items such as Furniture, Rugs, Mirrors and Art are in most cases large and heavy and oversize charges can apply. This charge is listed on the item page and is in addition to regular delivery and processing charges. Oversize fees are not refundable.

Storage

Occasionally, our customers have requested to store their fulfilled Towns Gallery order in our facility until they are able to accept a delivery. While, we can accommodate these requests on a short-term basis, please be aware that any orders stored by Towns Gallery for more than 30 days are subject to a $150 monthly storage fee and can only be stored for up to 90 days. After 90 days, Towns Gallery will consider the items abandoned. Towns Gallery reserves the right to resell the items with no refund.

Sale and Clearance Merchandise

We cannot accept returns on any merchandise products that are in final sale clearance.

Please contact customer service at costumerservices@townsgallery.com so that we can help resolve your issue.

Follow these steps to make a non-Furniture return or exchange:

  1. If you wish to make an exchange or return please email costumerservices@townsgallery.com include your order number, tell us the reason why, and let us know what item you would like in exchange by providing the SKU, product description, and price of the new item.
  2. Once the exchange is approved you will have 7 days to return the product to us.
  3. Complete the required information on the Return/Exchange Form, located on the back of the original packaging invoice.
  4. Pack and seal your return securely in the original package if possible. Include the completed Return/Exchange Form. Packages must be returned prepaid. We recommend you insure all packages. Towns Gallery cannot accept C.O.D. deliveries.
  5. Returns within 14 days of receipt are eligible for an exchange or refund.
  6. It will take 2-3 weeks from the date that Towns Gallery has received your return for your exchange or refund to be processed.

Mail your package to:
Towns Gallery
Attn: Return Center
10599 NW 53rd Street, Sunrise, FL 33351

Refunds or exchanges for returns will be processed when the item has been received in our warehouse. Upon return, your item will be inspected, and exchanges, credits or refunds will be issued for the purchase price. Please allow up to 2 to 3 weeks for your refund or exchange to process.

Refunds can be issued in the form of a gift card or processed back to the original method of payment. Original payments made by cash or check are refunded by company check from our corporate office within 2 to 3 weeks of the item being received in our warehouse.

All international orders place with Towns Gallery on www.townsgallery.com  or via phone, fax or any other method are considered final at the point of shipping from Towns Gallery warehouse. No refund or exchanges. Towns Gallery offers no service for orders shipped outside of the United States. All vendor warranties are considered null and void without exception.

It is the purchaser’s responsibility to insure proper insurance coverage is available to cover loss or damage for orders shipped outside of the US.

Credit card and PayPal refunds will only be credited to the credit card or account used on the original purchase. It will take 2-3 weeks from the date that Towns Gallery has received your return for your account to be credited. If you made a purchase using a check or money order, your refund will arrive in 2-3 weeks of receipt of your return. Orders purchased with a Towns Gallery Gift Card will have a new gift card issued for the value of the returned items.

Store Pick Up FAQ

Most of our products are eligible for in-store pick-up, except for furniture and items that are shipped directly from our vendors.

You will receive a “ready to pick-up” email confirmation when your items are ready for pick-up.

Always wait for your “ready to pick-up” email confirmation before picking up your order. When you arrive at your pick-up store, please notify an Associate. You will need your government-issued ID, the credit card used for the purchase, and your “ready to pick-up” email confirmation.

Contact the store to provide the name of the person picking up your order. That person must present the “ready to pick-up” email confirmation and have a valid photo ID.

Your payment is processed when your order is placed online.

Contact the store where you have requested a pick-up and let them know that you would like to cancel your order.

Contact the store where you have requested a pick-up and let them know that you would like to cancel your order.

If you do not receive a “ready to pick-up” email confirmation within 2 hours, please contact Towns Gallery Customer Service by emailing costumerservices@townsgallery.com

If items from your in-store pick-up order become unavailable, your pick-up store will contact you to let you know your options.