Delivery / Service FAQ
Bob’s White Glove Delivery Service is handled by a team of authorized delivery professionals working across the region to ensure the safe delivery of your new furniture into your home. Once you purchase your furniture we will call you to confirm your delivery date with an opportunity for you to reschedule if needed; then using state of the art delivery software we will route your delivery and give you a call with your estimated 4 hour delivery window; and, finally, on the day of delivery you can track your delivery team using my
Q: How can I determine if Bob’s delivers to my area?
A: Simply enter your 5 digit zip code in the space provided below, and click the submit button. This will tell you if the authorized delivery team deliver to your area and also list nearby store locations.
Q: Can I track the arrival of my delivery or service online?
A: Yes! You can track your Delivery or Service online with Bob's. Look up your Delivery or Service window up to 2 days in advance of the scheduled date. Simply enter your phone number or customer number (found on the upper left hand corner of your receipt, above your name) in the appropriate space provided. On the day of your scheduled Delivery or Service, the Tracker provides a 30 minute window for the expected arrival time. This timeframe will continually update based on driver GPS location to provide the most current, real time arrival estimates. If you do not have internet access you can always call Customer Care at 860-474-1000 or 800-569-1284, and we will be more than happy to assist you in getting your Delivery or Service window information. Items shipped via FedEx cannot be tracked using Bob's online Delivery & Service Tracker. Please note: mybobs.com and the Delivery & Service Tracker tool are not compatible with Internet Explorer 7 (IE7). Please upgrade your browser to a newer version in order to shop mybobs.com and use the Delivery & Service Tracker tool, and all our other web site tools and features effectively.
Q: What can I expect prior to my delivery or service?
A: We will give you a call 5 days before your scheduled delivery to make sure you are still available to receive your new furniture on your scheduled day. If you cannot receive your furniture, you will be given the option to contact us to reschedule. Changes to orders should be made at least 3 days prior to the scheduled delivery date.Two days prior to your delivery/service you will be given a call that will provide with a 4 hour window for your delivery, or 2 hour window for service. Please be advised we are an all day delivery service. Bob's Authorized delivery teams and service technicians do their best to stay within the time frame provided. However, other factors may arise that are beyond our control, such as traffic or bad weather, and may cause them to arrive earlier or later than expected. As such, we ask that you select a day for delivery or service when you have a flexible schedule. Check it out online with the
Q: When will my Outlet merchandise that I purchased online be delivered?
A: Due to limited quantities, most Outlet merchandise must be delivered within 2 weeks, pending available delivery dates. Some Outlet items may require transfer within distribution centers requiring up to 3 – 4 weeks for availability.
Q: What if I can’t be home for my delivery during the scheduled time window?
A: Bob's tries to offer a variety of options to help accommodate your busy schedule. Anyone over the age of 18 can be in the home to accept the scheduled delivery or service; whether it is a neighbor, family member, friend or whoever else you may choose. We can also provide you with a call on the day of the anticipated delivery or service to let you know that the driver or technician is on the way to your home. If these options do not work for you, we are happy to reschedule for a more convenient date where you would be better able to be available for the day. Please be advised; not being at home and available for your scheduled date of delivery or service may jeopardize Bob's ability to complete your delivery or service at a future date, due to availability of inventory. Please e-mail us via the page or give us a call in Customer Care at 860-474-1000 or 800-569-1284 if you need to reschedule.
Q: Where can I find my delivery or service time frame? Can customers access this information from home?
A: Customers can access their time frame from home up to 2 days in advance by using Bobs. Simply input your customer master number, found on your receipt in the upper left hand corner above your name, in the space provided on the Delivery and Service Tracker Tool. Please note: mybobs.com and the Delivery Tracker tool are not compatible with Internet Explorer 7 (IE7). Please upgrade your browser to a newer version in order to shop mybobs.com and use the Delivery Tracker tool and all site tools and features effectively.
Q: Is there anything that I should do to get ready for Bob's Authorized delivery team?
A: We will do our best to arrive within the estimated time window provided. We do ask that you make sure someone over 18 is home all day, to accept your delivery or service.
Outside your home, help to ensure the safety of the delivery teams by keeping all walkways clear of all debris, and free of snow and ice during inclement weather.
Inside your home have a path cleared from the entryway to the room in which the furniture or mattress/foundation will be placed, and clear the immediate area around the item(s) to be serviced.
If you live in an apartment building, condo or office building, please check with the proper individual to determine if there are any special requirements for the delivery (ex. certain delivery hours, a freight elevator that needs to be reserved, some buildings require us to have a Certificate of Insurance) well in advance of your scheduled day, as some processes take up to 72 hours to complete.. Please see our Delivery Guidelines for more information.
Q: Do delivery teams disassemble and remove old furniture?
A: Unfortunately, Bob's Authorized delivery teams are only able to remove old bedding (mattress and foundation) if you purchased new bedding from Bob's, have it shipped via Bob's Authorized Delivery Service, and it is safe and sanitary to do so. The delivery team cannot remove old bedding for mattresses shipped via FedEx under the Bob's Value Express program. They do not remove old furniture. We suggest you call your city or town to determine the best method of disposal, or search out a local charity that may be able to pick up your furniture and benefit from its reuse.
Q: Can I ask the Delivery Team or Service Technician to remove their footwear prior to entering my home?
A: The delivery and service personnel are not allowed to remove their footwear. This is for their safety and in compliance with OSHA guidelines (www.osha.gov). For your convenience the delivery teams and service technicians arrive equipped with booties that can fit over their footwear to help protect your home’s interior during inclement weather.
Q: What is Factory Direct Shipping?
A: Some of my Bob's Value Express products ship FedEx Factory Direct. These products are not stocked at our distribution centers and ship directly from the vendor to you. Factory Direct items always ship via FedEx and are not available for Pick-Up. Factory Direct items typically ship within 2-3 business days.for details.
Q: Why do I have to pay for delivery when other retailers give free delivery?
A: Bob’s is always working hard to give you the best furniture value for your dollar – with no gimmicks! Remember, no one can deliver furniture for “free” and retailers who advertise “free delivery” have simply hidden the cost in the price of the product. Our philosophy is to give you a choice regarding delivery or customer pick-up, so if you opt for delivery services, we will charge you a reasonable fee separately.
Q: Will the delivery team assemble my furniture and take away the packing material?
A: Yes, as part of your delivery fee they will assemble any furniture that needs it, and take away all packing material.
Q: Can I pick up my purchase if I don’t want to have it delivered?
A: Merchandise can be picked up at our Taftville, CT Distribution Center or at our Nashua, NH, Rockville, MD, Secaucus, NJ and Wilmington, DE pick-up facilities. You may call the store where you made your purchase for directions to a pick-up facility near you, or you can check thepage of our website. For pick-ups in Nashua, NH and Secaucus, NJ please call a minimum of 5 days in advance to allow time to transfer merchandise from our Taftville, CT Distribution Center. For pick-ups in Rockville, MD, please call a minimum of 5 days in advance to allow time to transfer merchandise from our Aberdeen, MD Distribution Center.
Q: What do I need to do prior to my pick up?
A: You must make full payment on your order at one of our stores before we can schedule your order for pick-up.
You may schedule a time for pick-up at the same time you place and fully pay for your order. Otherwise, you should call the store at least three (3) days in advance of your desired pick-up date so we can have your order ready for you provided it is paid in full. For pick-ups in Nashua, NH, Rockville, MD, Secaucus, NJ and Wilmington, DE please call a minimum of 5 days in advance to allow time to transfer merchandise from our warehouse. Please note that we cannot accept payments at our Nashua, NH pick up facility.
Q: What do I need to bring to prepare to pick up my purchase?
A: When you arrive at the pick-up location, we will require that you have proper identification; drivers license, passport or military ID, and a copy of your sales order.
You are expected to come with a vehicle that can safely transport your furniture, and you must bring rope and padding or other packing material. The warehouse personnel will assist you in loading your vehicle, but it will be your responsibility to secure the merchandise. We cannot assume any liability for injury or damage to you, your vehicle or others arising from your loading or transport of merchandise that you pick up.