Please tell us about any concerns that you may have about your furniture. We will contact you as quickly as possible.
If your request is for a repair, please note - most repairs can be made in your home. Sometimes, however, we need to bring the item into our shop for repairs.
If you purchased a Guardsman 5-Year Comprehensive Protection Plan, please see the last section on this page for information.
To place your service request Call our Customer Care Department during our regular business hours (10-8 Mon. - Fri., and 10-5 Sat.). (717) 428-1921 or 1-800-242-1921 (in MD and PA).
We will schedule an appointment to make an initial inspection in your home. In some cases, our service technician can complete the repair on this visit. If parts must be ordered, we will contact you when we receive the parts, and then schedule a second visit to your home.
Charges If the problem is no longer covered by our Full One-Year Warranty, the charge for the initial service visit is $55.00 (plus sales tax). If we must return to install parts, there is no additional charge. If we must bring the item back to our shop for repairs, the charge for picking up and returning the item to your home is $75.00 (plus sales tax), which includes the initial inspection visit. Repair work in our shop is billed at $45.00 per hour, with a half-hour minimum. You may request an estimate of costs before we proceed with repairs. Most manufacturers will send us parts at no charge if a factory defect is involved. However, if the furniture is over one year old, or if the part must be replaced due to misuse, the manufacturer may charge us. We will advise you of the cost of the part before we order it.
Warranties We give you a Full One-Year Warranty against manufacturing defects on all new furniture purchased at Smith Village Home Furnishings. This warranty does not include accidental damage, fabric wear and pilling, softening of cushions, cleaning, or normal maintenance. (Items sold in our Furniture Outlets are sold "AS IS" and do not include any warranty.)
Most manufacturers offer limited warranties against manufacturing defects. Their warranty is limited to sending us a new part at no charge; they do not cover the charge for making a visit to the home nor for any labor to do repairs.
The Guardsman 5-Year Furniture Gold-In-Home Protection Plan or the Protection First Maximum Plan (purchased at the time of sale) covers the full cost of parts and labor for most repairs for 5 years from date of delivery. This plan covers upholstery, leather and wood furniture against accidental damage (such as rips, tears, burns, cuts, scratches, cracks and warping), structural defects, and stains (including ball-point pen, lipstick, crayon, household food and beverage, human and pet bodily fluids).
With this plan, professional stain removal advice is available by calling 1-877-584-4653 (Guardsman) or 1-800-995-2229 (Protection First). You can also receive in-home stain removal or repair service when needed.
This plan does NOT cover damage caused by the teeth or claws of pets, nor normal wear and tear. Call 1-877-584-4653 to place a service request with Guardsman. IMPORTANT: Your claim must be made within five days of occurence.
- Service appointments - We schedule service appointments (within a 2-hour time span) as follows: North zone: Monday, Wednesday, and Friday between 8:30 am and 1:00 pm This includes ZIP codes in Hanover, York, Wrightsville, and all areas to the North South zone: Tuesday and Thursday between 8:30 am and 1:00 pm This includes ZIP codes south of Hanover, York and Wrightsville.
- Parts orders - Most furniture manufacturers ship parts within 2 - 3 weeks. Some manufacturers will ship the parts directly to your home. If you are able to install the part yourself, you may request that the part be shipped directly to you.
