Frequently Asked Questions

  1. Where are your store locations?

    Please click on the link "Store Locations" on our home page, for a list of all of our Fortunoff Backyard Store locations. We have 29 locations in New York, New Jersey, Connecticut, Delaware and Florida.

  2. What payment methods do you accept?

    We accept Visa, MasterCard, American Express, and Discover cards. If you would like to pay by another method please contact us to see if we can accommodate your request.

  3. What if I have a question about my order?

    For any inquiry or modification of an existing order, please contact our Customer Service team at 855-337-8785 or e-mail customer.service@fortunoffbys.com.

  4. What if I want to change or cancel it once it's placed?

    For any modification or cancellation of an existing order, please contact our Customer Service team at 855-337-8785 or e-mail customer.service@fortunoffbys.com.

  5. How do I check the status of my order?

    You will receive an email once your order is placed. If you are an account holder at www.fortunoffbys.com you can see the status of your order using our website. If you made a purchase without registering or logging in to your account please email customer.service@fortunoffbys.com for your order status or call 855-337-8785.

  6. What is your policy on price adjustments if an item goes on sale?

    If the price change is prior to delivery, you are eligible for whatever promotion is better for you. Please keep in mind you cannot combine promotions.

    Due to the season nature of Outdoor Products, All items purchased after June 24th are subject to the following policy: We can no longer accept returns, exchanges, cancellations or price adjustments during the clearance period. All manufacturers warranties still apply.

  7. What states do you deliver to?

    For truck delivered items such as outdoor furniture, grills, gazebos, etc. We currently deliver within New York to the five Boroughs, Long Island, Westchester, Rockland and Orange Counties, in Connecticut Fairfield County only and Southern Florida, South Jersey, Delaware, northern Maryland and eastern Pennsylvania.

    If you live outside of this area, please contact our Customer Service department at 855-337-8785. We can deliver anywhere in the continental United States. Please contact Customer Service for more details.

    For UPS delivered items such as covers, grill accessories, etc. shipping is available in the continental U.S., excluding Alaska and Hawaii.

  8. In Home Truck Delivery Policy

    As part of our commitment to provide excellent customer service, white glove style delivery service is available in the immediate New York Tri-State and Southern Florida areas. This includes set up of your delivered items with removal of all boxes and packing materials.

    We do not assemble, swings, gazebos, bakers racks, hammocks, benches, tea carts ($250.00), garden storage, bistro sets, Adirondack chairs & ottomans. Free assembly on grills $499.99 and up.

    In most cases, at the time of purchase you can select a delivery date which best suits your schedule. We currently only deliver to the local New York Tri-State and Southern Florida areas. We are unable to take a request for time frames. A four hour courtesy time frame will be communicated to you 1-2 days prior to delivery. If arranged in advance, our delivery service will deliver and setup your items even if you are not home. We will place delivered furniture in an area of your choice; however we cannot move existing items. Please have the designated area ready prior to delivery.

    All delivered merchandise must be paid in full before a delivery date can be set. We encourage the scheduling of a delivery date once a paid in full order is taken. Upon special request, we can set a delivery date as far out as you would like, provided the order is paid in full. All vendor direct orders must be paid in full when the order is placed.

  9. When will my order be delivered?

    For truck delivered items, you scheduled your delivery at the time the order was placed. If you would like to change the delivery date you can do so by logging into your account or by calling Customer Service at 855-337-8785.

  10. Why can't I have a specific time on delivery?

    To keep delivery prices as reasonable as possible, all deliveries are routed based on geographic location. We provide a 4 hour courtesy time frame, too many variables apply to accurately forecast a specific arrival time. For you convenience we offer a not at home delivery service, in which you tell us where you would like the goods placed. You still have 3 days to inspect the furniture.

    To take advantage of this service contact our Customer Service Team at 855-337-8785 or email us at customer.service@fortunoffbys.com.

  11. Why can't I pick up my furniture at the store or warehouse?

    All online orders cannot be picked up in a store or at the warehouse. Certain small items, excluding most grills and outdoor sets can be picked up at a store location. However these orders must be made in person at the location you are picking up the item. Larger items are available by delivery only at an extra charge. We cannot take store pick up orders online.

  12. What is the warranty on my purchase?

    Warranties vary from vendor to vendor; the specific warranty for your set is listed in the description field on the item page. If you have any additional questions please contact our Customer Service team at 855-337-8785 or email us at customer.service@fortunoffbys.com.

  13. Can I use a gift certificate, merchandise credit, or reward certificate from the prior company doing business as "Fortunoff"?

    We are a new company entirely unrelated to the prior entities doing business under the "Fortunoff" name: Fortunoff Holdings, LLC and Fortunoff Card Company, LLC. We operate under a license from the company that purchased the name and other intellectual property of the prior companies in a sale approved by the bankruptcy court, but did not assume any of their business liabilities, including their merchandise liabilities, gift cards or merchandise credits.

    Unfortunately, outstanding gift cards and merchandise credits have been caught up in the prior companies' bankruptcy process. We understand that the companies stopped accepting gift cards when they filed for Chapter 11 bankruptcy protection on February 5, 2009. We also understand that after conversations with the New York Attorney General, the prior companies accepted gift cards, merchandise credits and Dream Club Rewards Points effective February 25, 2009 but only through March 8, 2009.

    Customers holding unredeemed gift cards needed to file a Proof of Claim with the court. However, the deadline for filing this claim was June 5, 2009. It is still unclear whether customers who filed Proofs of Claim will receive any value for their claims in the bankruptcy cases.

    We are unfortunately unable to provide any information regarding unredeemed gift cards. This is a responsibility of the prior Fortunoff companies and is being dealt with in their bankruptcy cases.

    We realize this may result in a significant loss of value for you, the Fortunoff customer, and regret this result.

  14. Can I return merchandise purchased from the prior company doing business as "Fortunoff"?

    We are a new company entirely unrelated to the prior entities doing business under the "Fortunoff" name: Fortunoff Holdings, LLC and Fortunoff Card Company, LLC. We operate under a license from the company that purchased the name and other intellectual property of the prior companies in a sale approved by the bankruptcy court, but did not assume any of their business liabilities, including their merchandise liabilities, gift cards or merchandise credits.

  15. Will you repair or service merchandise from the prior company doing business as "Fortunoff"?

    We are a new company entirely unrelated to the prior entities doing business under the "Fortunoff" name: Fortunoff Holdings, LLC and Fortunoff Card Company, LLC. We operate under a license from the company that purchased the name and other intellectual property of the prior companies in a sale approved by the bankruptcy court, but did not assume any of their business liabilities, including their merchandise liabilities, gift cards or merchandise credits. That being said, we will try to help customers with merchandise issues and may be able to provide service for a fee or help facilitate a request under a manufacturers' warranty. Please email requests to customer.service@fortunoffbys.com.

  16. If I purchased a Guardsman Furniture Protection plan how do I file a claim?

    You can file a claim and check the status of a previous claim online by clicking on the following links:

    To request service click here

    To check on status of previously filed claim click here

    To request service online, you need the following information:

    • Last Name
    • Phone Number
    • Zip Code
    • Retailer Name
    • Sale or Delivery Date of Furniture
    • Type of Protection Plan Purchased

    For your convenience most sales check and plan information is electronically submitted to Guardsman after delivery to make your claims process as easy as possible.

  17. Home Delivery Questions

  18. What if I received a damaged item?

    In the unlikely event you receive a damaged item, if the drivers are still at your home you can refuse the damaged item. Please note for scratches we have in home service technicians that can refinish the piece to factory condition.

    If you take advantage of the not at home delivery service you need to report the damage to our customer service team within 7 days of the delivery date at 855-337-8785 or email us at customer.service@fortunoffbys.com. Unless otherwise expressed, we will assume the merchandise delivered is defect free. Defective merchandise will be repaired or replaced at our discretion.

  19. In Home Truck Delivery Policy

    As part of our commitment to provide excellent customer service, white glove style delivery service is available in the immediate New York tri state area, as well as, Southern Florida.

  20. White Glove delivery includes set up of your delivered items with removal of all boxes and packing materials. We do not assemble, swings, gazebos, bakers racks, hammocks, benches, tea carts ($250.00), garden storage, bistro set, Adirondack chairs & ottomans. Free assembly on grills $499.99 and up.

    In most cases, at the time of purchase you can select a delivery date which best suits your schedule. We currently only deliver to the local New York Tri-State areas. We are unable to take a request for time frames. A four hour courtesy time frame will be communicated to you 1-2 days prior to delivery. If arranged in advance, our delivery service will deliver and setup your items even if you are not home. We will place delivered furniture in an area of your choice; however we cannot move existing items. Please have the designated area ready prior to delivery.

    All delivered merchandise must be paid in full before a delivery date can be set. We encourage the scheduling of a delivery date once a paid in full order is taken. Upon special request, we can set a delivery date as far out as you would like, provided the order is paid in full. All vendor direct orders must be paid in full when the order is placed.

  21. How do I join your mailing list?

    You can email customer.service@fortunoffbys.com, to add, change or remove yourself from the mailing list.