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Frequently Asked Questions
Delivery
How do I set up delivery or pick up?
A representative will call you within 24 hours of placing your order, to schedule delivery or pick up. If your item(s) are being delivered, expect a reminder call two days before delivery. On the day of delivery, Bob's Delivery Service will place your item(s) in your room of choice, unpack, assemble and clean up. Measure the delivery path to make sure your item(s) will fit. Learn more about shipping and delivery
Is there anything that I should do to get ready for Bob's Authorized delivery team?
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. The delivery team will place your furniture where you want it and remove the packing materials. They need a safe path to your room of choice and cannot move or remove your old furniture.

 

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.

 

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.

Can I track the arrival of my delivery or service online?
Yes! You can track your Delivery or Service online with Bob's Delivery and Service Tracker. Look up your Delivery or Service window up to two 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 website tools and features effectively.
Financing Options
What forms of payment do you accept? Do you offer financing?
Bob’s accepts a variety of payment options including cash, check, credit card [Visa, MasterCard, Discover, American Express, PayPal (online only)], financing through Wells Fargo with approved credit, and our ‘No Credit Option’ backed by AcceptanceNow (for in-store purchases only). For more information on financing options click here.
Do you offer layaway?
For your convenience, we offer you a “Price Protection” plan to assist with your furniture purchase. This program locks the price of the furniture for up to one full year at no cost to you, and we do not charge interest or fees even if the price of the furniture goes up. All you need to do is make equal monthly payments for up to one year. Once you have fully paid for your purchase, you will be ready to take delivery. However, since our Price Protection Plan does not have your order specifically set aside like in a layaway plan, we ask that you give us 30 days notice prior to your wanting delivery (or pick up) so that our merchandising team can get your order ready for you. While we ask for thirty days notice, we will be able to get to you much sooner in most cases.

 

We also offer AcceptanceNow at many of our stores (not available in NJ & WI.). AcceptanceNow is a great way to build your credit and get some great new furniture in your home. Contact a Store Location near you to learn more.

How can I check my Bob's gift card balance?
Click here to check your gift card balance. Or call or visit your closest Bob's store and the office associates can help you.
Pick Up
Can I pick up my purchase if I don't want to have it delivered?
Merchandise can be picked up at any of our seven pick up locations: Taftville, CT; Wilmington, DE; Shorewood, IL; Rockville, MD; Nashua, NHSan Bernardino, CA and Secaucus, NJ. The pick up location nearest you is listed on the product page as well as directions to the location or you can find your nearest pickup location here. You may call the store where you made your purchase for directions to a pick-up facility near you, or you can check the Locations page 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 and Wilmington, DE please call a minimum of 5 days in advance to allow time to transfer merchandise from our Aberdeen, MD Distribution Center.

 

*Orders must be placed online with one of the following locations selected as the 'Pick up Location' at checkout. Product availability from the selected Pick up location is subject to standard transit times from the associated warehouse.

What do I need to do prior to my pick up?
You must make full payment on your in-store purchase 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.
What do I need to bring with me when picking up my purchase?
When you arrive at the pick up location, we will require that you have proper identification; driver's 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. Since these items are in factory packaging, some may require minor assembly.
Goof Proof Protection Plan
What is Goof Proof?
Bob's Goof Proof provides 5 years of coverage against all accidental stains and many accidental damages that occur with standard in home use.
What does '5 Years of Coverage' mean?
Your coverage includes unlimited in home service for covered accidents. When a covered accident occurs, a professional service technician will come to your home at a time convenient to you and restore the stained/damaged area back to factory standards at no cost to you. This means you will never pay for a technician to come out to your home, never pay for any parts, and never pay for labor within the 5 year period. If a stain/accidental damage cannot be restored to factory standards, the damaged piece of furniture will be replaced, at full value, without any additional cost to you!
What happens if I have a covered accident?
Getting service for a covered accident is as easy as 1, 2, 3.

 

1. Call Guardian at 800-538-9500 for accidents or Bob’s for defects. Don’t worry about calling the wrong number; we’ll get you in touch with the correct party.

 

2. Tell your story. When you call, the representative assisting you will need to know what happened, how it happened, and when it happened. In order to be eligible for service, you must be able to explain how the damage occurred so we know it was a covered accident. We also require you to file a claim for service within 30 days of an accident occurring.

 

3. Some stains can be easily handled using your Goof Kit as directed by the Guardian representative. If this is not the case, schedule your service. The service technician assigned to your claim will personally contact you within 48 hours to make an appointment convenient to you.

 

*Note: A representative may ask for pictures of the damage so they can arrive fully prepared to resolve your claim the first time in your home.