Frequently Asked Questions

ORDERING

Do you have a low-price guarantee?

Absolutely. Stressless® Seating at Fairhaven Furniture sells everything in our catalog at the lowest prices allowed by the manufacturer.

In fact, we are so confident that Ekornes, the maker of Stressless®, rigorously enforces its Minimum Retail Price Policy and that our pricing for new orders (especially with free shipping) is as low or lower than anyone else's, that we’ll match* the price of any other Stressless® dealer in the United States. Just forward us an official quote showing the total for the merchandise and shipping, and if their price is lower than our price, we’ll match the price and refund the difference (up to $100).

* Please bear in mind that our price match offer applies only to new orders, not for floor models or discontinued models. Floor models, which have not sold after being in use on the showroom floor for at least four months, are sometimes sold at a discount in accord with Stressless® policies. Also, we will not be able to match another retailer's price, which conflicts with Ekornes pricing rules.

Do you offer discounts?

No. However, prices may be reduced in the two special circumstances: 1. Special promotions designated by the manufacturer and available to all Stressless® retailers during limited time periods. 2. Other than these nationwide promotions, discounts are allowed only on Stressless® floor models. Although we do occasionally sell floor models, almost all of our sales are for new, mint condition Stressless® recliners.

Can I order online?

Yes. Safe and secure shopping at Stressless® Seating at Fairhaven Furniture is available through our online shopping cart. Most Stressless® products are available for order online. If you can’t find what you’re looking for, however, please contact us by email or by calling toll free: 1-877-713-7259.

Can I order by phone or fax?

Yes. To make an order over the telephone, please call 1-877-713-7259 during our normal business hours (below). If you call during store hours, you will never get a voice mail system. We WANT to talk to you. Understand too that we are an actual bricks and mortar store and that if we are busy with another customer and ask for your contact info, we really will call you back at our earliest opportunity. If you call other than during store hours, you will get an answering machine Please leave a brief message (or send us an e-mail) and we’ll get back to you as soon as possible.

Monday, Thursday and Friday: 9 am – 6 pm EST
Saturday: 10 am – 6 pm EST
Sunday: 12 – 4 pm EST

An Important Note: We love to take phone orders because we love to talk to our customers, to establish human contact. It really is different, just as getting a handwritten personal letter from someone is different than getting an e-mail blast. Nothing wrong with e-mails, to be sure, just different, you know.

Will I pay tax?

We charge sales tax only if we deliver to the state of Connecticut, USA, where our store is located. If you live outside of that area, you won’t be charged sales tax.

What forms of payment do you accept?

For online checkout, we accept Visa, MasterCard and Discover. If you wish to pay by check, we will gladly accept it, although payment by check will delay your order a bit since it takes time for a check to clear. We also welcome money orders.

Are your items in stock?

Stressless® chairs, sofas, loveseats, etcetera are made in Norway by Ekornes. All orders for new Stressless® seating in the U.S. go through the Stressless® warehouse in New Jersey. Almost all styles are available from the New Jersey warehouse stock in at least one leather color and are therefore available for delivery in 2-3 weeks. For orders not available from stock, delivery typically takes 12-14 weeks +/-2 weeks to arrive from Norway.

When you enter our ordering and checkout process you will be able to determine which recliners are available at any given time for quick shipment. (see Step 2 of the checkout process where you select the leather/fabric).

We typically have at least 30-40+ chairs in stock here in New Haven that can potentially ship out in as little as a couple of days if need be. If timing is of the essence as it sometimes can be (especially in instances of back pain), contact us for up-to-the-minute availability of the models you are looking for.

Is your website secure?

Yes. Our website uses a secure server, known as an SSL (Secure Sockets Layer), which is the most powerful encryption available on the Internet. This means that any information related to your identity, address and credit card are encoded when you send it to us, so no one else is able to read it.

Also, please notice the Comodo trust seal in the lower right corner of the screen, which ensures that you're dealing with a secure eCommerce site. To learn more about Comodo authentication, click the seal.

Having a secure server takes the risk out of your credit card transactions. If, however, you still do not feel comfortable about leaving your credit card information on our secured website, please contact us by email or by calling 1-877-713-7259, and we’ll gladly take your order personally over the phone.

What is Stressless® Seating at Fairhaven Furniture?

Stressless® Seating at Fairhaven Furniture is an authorized and certified Stressless® dealer, located in New Haven, Connecticut. We’ve been selling or making furniture for 30 years, and Stressless® is by far the most comfortable and well-built seating we’ve ever encountered.

Each person on our staff—whether salesperson, interior designer or shipping coordinator—has been specially trained by Ekornes to help customers choose the right Stressless® products. We take pride in being able to fit customers into the perfect seating for their body types and lifestyles. Much of our know-how is reflected in the many resources available on this website.

If you can’t find what you’re looking for, however, please don’t hesitate to contact us by email or by calling 1-877-713-7259.

SHIPPING

How much does shipping cost?

Shipping is FREE for all orders of recliners and accessories from Stressless® Seating at Fairhaven Furniture to destinations within the continental 48 states.

As far as the love seats and couches and sectionals and home theatre seating, this is going to be covered in the next development phase of our web-site. Until then, please contact us by phone at 1-877-713-7259 so that we can best address your interests and explain the process and the choices.

How long does it take to get a Stressless recliner?

We work hard to get you your furniture as quickly as possible. Your estimated time of arrival is determined by stock availability, shipping destination and delivery service schedules.

For each available model, one or more of the most popular fabric and leather selections are stocked at our factory in New Jersey. Items on this Stressless® stock list are available for delivery in 2-3 weeks. We estimate that 75-80% of our customers choose items from this list.

If you choose a leather grade and color that isn’t on the stock list, your recliner will be custom built for you at the Ekornes® factory in Norway, and then shipped by sea. Delivery times from Norway to the U.S. range between 12 and 14 weeks +/- 2 weeks.

To determine which recliners are available for quick ship, look at Step 2 of the checkout process for a chair, where you select the leather / fabric. Some are available for quick ship and some are not.

Where do you ship?

Almost anywhere. We offer free shipping only to destinations within the continental 48 states. For special requests or for more information, please contact us by email or by calling 1-877-713-7259.

Note: We cannot ship to P.O. boxes. When we deliver your shipment, someone authorized by you must be present at your home or office to inspect and accept the shipment.

Why can't I ship my order to a location other than my billing address?

Orders made through our website ordinarily cannot be shipped to locations other than your billing address. We have established this policy for your security and ours, as a means of preventing credit card fraud.

However, we understand that many customers do wish to ship a recliner to a friend or family member, or to a different home and we want your wishes to come true, of course, so if the shipping address is not, in fact, the same as your billing address you may complete your order on-line, and we will contact you after we enter the order in our system to explain any additional steps that may be necessary.

Will the delivery company set up the furniture?

Chairs are shipped fully assembled in a box. Accessories such as the Swing Table require additional assembly and are shipped including clear and simple instructions. For free shipment, our furniture is delivered “curbside,” which means that the driver will unload the shipment at the end of your driveway or the entryway of your apartment building. Items difficult to move from the truck may require your assistance. Occasionally, drivers will offer to take boxes to your door or garage, but they should not be expected to do so.

The driver is not responsible bringing a box into your home, for unpacking, assembling or placing Stressless® items, or for clearing away boxes or pallets. If you require these services, you will need our indoor delivery service or white glove service explained below.

What is “indoor delivery” and "white glove service"?

With our indoor delivery service, the furniture you ordered is carried into you home by the driver. The weight of chairs vary based on size and model, but average 60 pounds. If you think this would difficult for you to move into your home, we recommend this service. The cost is $50, and can be selected during the checkout process.

Some customers, need additional service. For white glove delivery, items are delivered into your business or residence, assembled (if necessary) and all packaging is removed. We recommend this to those who are not able to unpack their purchases.

For white glove service, we charge 10% of your order cost, with a minimum delivery charge of $200. This helps us cover the difference in cost to us between the cost of conventional delivery (which we cover) and the additional service. To request this service, please complete your order normally, and include a comment requesting white glove delivery. You are also welcome to contact us directly to discuss or request this service.

What if the furniture arrives damaged or is not what I ordered?

We urge you to carefully inspect your order before signing for delivery, while the driver is still there. If you decide to open the packages for a more complete inspection, it could prove to be to your advantage to exercise some care in opening the packages so that they could be used to ship things back safely in. Verify that the order is complete, and document any shortages or damage on the freight bill. If in doubt, write “pending inspection” next to your signature. Note on the delivery slip he presents to you, any rips in the packaging or other signs of possible damage. Shipments that are obviously damaged should be refused.

Please note that signing your name without any written comments is the equivalent of stating that your delivery arrived in perfect condition—and the carrier could reasonably elect not to honor a damage claim submitted by you later. Call Stressless® Seating at Fairhaven Furniture immediately (1-877-713-7259) if your order arrives damaged or there is a manufacturing defect or if the order is in any way incorrect. Hang on to the packaging, too—you may need it to ship the bad piece back, or it may need to be inspected by a claims investigator.

If your order appears to have been damaged in transit, contact us immediately so we can file the necessary claims and get a replacement sent to you. If the problem appears to be a manufacturing defect or if what you received is not what you ordered, contact us immediately. Please do NOT take it upon yourself to ship items back to us without contacting us first. You must notify us of your intent to return an item so we may authorize the return. Unauthorized returns will not be accepted.

Are your shipments insured against damage?

Yes. Every shipment is insured against damage and we request that you carefully inspect your merchandise upon receipt and contact us immediately if you notice any damage due to transit. To successfully expedite any damage claim, you must keep the original packing material that the item(s) arrived in and print the words, “Damaged Upon Arrival” next to where you sign for the merchandise. Digital or traditional photographs can also be very helpful tools in assisting us to expedite a damage claim.

Can I cancel my order at any time.

Yes, you can cancel your order at any time prior to its being shipped to you. To cancel the order without incurring a fee for doing so you must be in touch with us as soon as possible so that we don’t end up incurring charges from Ekornes. Given their New Jersey stock and the possibility that something could, on rare occasions, ship to us from Ekornes after as little as a couple of days, we have to insist on being notified within 24 hours of the day you ordered it to be able to ensure there would be no charge to you. After Ekornes has charged us for an order, and has assembled the chair to your specifications, we would need to charge you a 25% restocking fee to cancel the order.

RETURNS

What if I change my mind and decide I don’t want it after all, can I return it?

Yes, we will take it back. You must notify us within 7 days of receiving your order, and the merchandise must be returned prepaid in “as-new” condition. For returns based neither on the merchandise having arrived damaged nor on the merchandise being other than what you ordered a 25% restocking and processing fee will be charged, in addition to shipping costs from and to Stressless Seating at Fairhaven Furniture.

You must notify us of your intent to return an item so we may authorize the return. Unauthorized returns will not be accepted.

Will I have to pay shipping charges?

Yes. For items that include free shipping, customers will be responsible for round-trip shipping costs on returns that are not damaged or incorrect.

CARE & WARRANTY

Are your products covered by warranty?

Absolutely. Click here to see the Stressless® and Ekornes® warranty policy.

How should I care for my Stressless® seating?

Listen to the video we provide on this site for general leather care and maintenance instructions. Also consult the pamphlet we supply with your chair. Feel free to call us or e-mail us with any additional questions.

ARCHITECTS & DESIGNERS

Do you work with architects and designers?

Absolutely! We have helped many leading architects and designers in New England and New York with residences and commercial spaces. As a member of ASID and with interior designers on staff, we maintain strong professional relationships with others in this industry.