Frequently Asked Questions
Q: How do I register my Guardian Crypton Fabric or Leather Care Protection?
A: You must register with Guardian in order to activate any warranty you purchased for your Leather, Fabric, or Wood Care protection program. You can either mail in the certificate which we presented at the time of delivery (either stapled to your sales order or inside the package of Leather and Wood care products), or, register on-line at www.GuardianProducts.net. If you register online you will need the warranty number off of your certificate to complete the registration.
Q: How do I make a payment on items I purchased with financing?
A: You should contact the finance company directly.
Once you take possession of your furniture, only the finance company who has your loan can take payments or provide you with information about the status of your account. We use one of the following finance companies, depending on when you purchased. Your copy of your sales order will have the name of the finance company stapled to it.
Q: How are shipping costs calculated?
A: Shipping costs are determined by where you live.
Q: Why do you ask for my ZIP Code?
A: To determine if you are within our delivery area.
We do not utilize this information for any other purpose.
Q: I am experiencing trouble with my shopping cart. What can I do?
A: Shopping cart problems usually occur for one or more of the following reasons:
1. Cookies are not enabled, or your browser is configured to block johnv.com and/or johnvschultz.com cookies.
NOTE: In some cases, the cookies on your computer may become corrupted. If you've verified that johnv.com and/or johnvschultz.com cookies are being accepted and you're still experiencing problems with the shopping cart, please clear your cookies and cache, close your browser and try again.
2. The computer you're using is behind a firewall.
3. The item you are trying to purchase is no longer available to be purchased online.
If all else fails, try closing all open programs and restart your computer, or try from a different computer. If you are still having trouble please contact us so we can help you.
Q: Is it safe to use my credit card online?
We use 128-bit encryption via a Secured Socket Layer (SSL) to provide the safest, most reliable protection. Statistically, you are at greater risk using your card over a cellular telephone!
Q: I need to schedule a service call. Can I do that on this website?
A: Yes. Scheduling a service call is easy.
There is a "Request Service" link under the Customer Tools & Information column of this page. Select Request Service (or click here) login, and follow the directions. We will send you an email confirmation to let you know we’ve received your request.
Q: Can I see what I've bought in your retail store over the years?
A: Yes, you can. We have your purchase history for both the online store and for items that you came in and purchased in person saved so that you can review them.
You can access this information from the Assistance Center. Look for the "View Purchases" link under the Customer Tools & Information column of this page (or click here). Once you login it will show all the purchases you have made.
Q: Can I "special order" items that John V. Schultz does not stock?
A: You can place a special order in our showroom, but not through johnvschultz.com.
Special orders require a 33% non-refundable deposit, and will take 45-60 days to ship from the manufacturer. If you are considering a special order, please read our Special Order Policy:
Upon a customer's request we will create a Special Order. This merchandise is not part of our regular lineup an therefore certain terms apply. All Special Orders require a non-refundable 33% deposit. If for any reason the order is cancelled the 33% deposit is non-refundable.
Q: What does John V. Schultz mean by Total Satisfaction Guarantee?
A: At John V. Schultz, we want customers to come back each time they make a furniture or mattress purchase. This is why our policies are designed to ensure your long term satisfaction, even if you just “changed your mind”. Below you will find the specifics of our Total Satisfaction Guarantee. This is our pledge to you - The most generous and understanding return policies and guarantees you will find at any furniture and mattress store.
We offer a one-time reselection or refund within 30 days of receiving your furniture. If you choose a similar item of lesser value than the one being returned, we refund the difference, minus a return fee. If you choose an item of greater value than the one being returned, you will be charged the difference. If you choose a refund, you will be charged a 20% return fee on the total price of all returned merchandise (including fabric, wood, or leather protection plans). Delivery fees apply to reselections and refunds.
Mattress, Foundations, and Sets:
Advanced Sleep research has shown it may take several weeks for our bodies to adjust to the proper support of a new mattress. If, after a minimum of 30 nights, you are unable to comfortably adjust to the support of you new mattress, you have up to the 45th day from your original delivery date to make a one-time reselection. The Total Satisfaction Guarantee allows you to reselect another mattress/set of equal or greater value. Bedding returns can only be made when you reselect another mattress or set. You may choose a mattress or set of equal or greater value and will be charged for any difference. A John V. Schultz Mattress Protector must be purchased to qualify for this program. The Total Satisfaction Guarantee is for Mattress Sets of $799 or higher. A $119 return fee plus a re-delivery fee applies to all reselections. Foundation only reselections are subject to a delivery fee and any price difference.
PLEASE NOTE: Clearance Center Merchandise, As-Is Merchandise, Floor Samples, Adjustable Bed Bases, Mattress Protectors, Pillows, Linens, Comforters, Promotional/Accessory Items, Soiled Bedding, or bedding with the Law Labels removed cannot be refunded or reselected. Merchandise that has been mishandled or misused, and not in “Like New” Condition is excluded. All applicable delivery fees are non-refundable. All refund checks are issued after 10-14 business days by the John V. Schultz Corporate office only. NO CASH REFUNDS. Refunds on a bank card are credited back to the bank. All financed orders are credited back to the finance company and the deposit will be refunded by a check or credit card.
Special or Custom Orders:
We require a 30% deposit on Custom Order Merchandise. Your order can be cancelled within 72 hours of the sale with a full refund. After 72 hours, cancellation, return, or refund is subject to loss of deposit or a 30% return fee.
Q: Can I make online purchases using John V. Schultz's finance offers?
A: The financing offers are limited to in-store purchases.
We must verify the identity of anyone attempting to purchase items using financing. If you wish to make a purchase and take advantage of one of our financing offers you must come into our store to do so.
Erie Consumer Discount - (814) 453-6681
Wells Fargo - (800) 459-8451
Q: I have a question about financing and my furniture is not delivered yet.
A: Prior to delivery all questions can be answered by our financing department or your salesperson.
Finance Department - (814) 868-7125 ext.157
Q: Can I request a specific time for my delivery?
A: We do not accept specific stop time requests.
Our delivery trucks average 12-18 stops per day. As a result we are forced to route the truck in the most efficient way possible, to avoid "zig-zagging" across the city. Have you considered having a friend or neighbor meet the drivers and accept the merchandise for you? Also, if you can meet the drivers at your house we can arrange to have them call you from their previous stop to minimize the amount of time that you need to be in your home.
Q: How will I know what time my delivery is expected?
A: We will call you 2 days ahead.
For your convenience, a 2 hour delivery window (4 hours for a Saturday delivery) will be available 2 days prior to your delivery day. We will call your home phone at this time to inform you of your time window. Alternatively, you can call the store at 814-868-7125 and use option 0 to obtain your time window.
Q: What do the different Cleaning Codes on upholstery mean?
A: It is important to know the cleaning code of the stained fabric. Please review the standard codes before removing the stain.
Important! If you purchased an additional fabric protection plan, you must call Guardian Crypton at 866-289-3210 prior to attempting to clean any stain. Or, you can submit your claim on-line at www.guardianproducts.net.
To prevent overall soil, frequent vacuuming or light brushing to remove dust and grime is recommended. Spot clean using a mild water-free solvent or dry cleaning agent such as a mild detergent or non-solvent upholstery shampoo product. Apply foam with a soft brush in a circular motion. Vacuum when dry. Pretest a small area before proceeding. Use a professional furniture cleaning service when an overall soiled condition has been reached.
To prevent overall soil, frequent vacuuming or light brushing to remove dust and grime is recommended. Spot clean using a mild water-free solvent or dry cleaning product containing carbon tetrachloride which is highly toxic. As an alternative, Pretest a small area before proceeding. Use a professional furniture cleaning service when an overall soiled condition has been reached.
To prevent overall soil, frequent vacuuming or light brushing to remove dust and grime is recommended. Spot clean using a mild solvent, an upholstery shampoo, or the foam from a mild detergent. When using a solvent or dry cleaning product, follow instructions carefully and clean only in a well ventilated room. Avoid any product which contains carbon tetrachloride which is highly toxic. With any method, always pretest a small area before proceeding. Use a professional furniture cleaning service when an overall soiled condition has been reached.
Clean this fabric only by vacuuming or light brushing to prevent accumulation of dust or grime. Water-based foam cleaners or solvent based cleaning agents of any kind may cause excessive shrinking, staining or distortion of the surface pile and, therefore, should not be used.
Q: What is John V. Schultz's warranty?
A: Customer satisfaction is a priority at John V. Schultz. We will make every effort to ensure that damages or manufacturer's defects are perfectly repaired in a prompt manner.
Our furniture manufacturers provide a 1 year full parts full labor warranty for the first year of ownership. After the first year, some of the parts are covered under a limited warranty, but the labor is at a charge. Please refer to your manufacturer's warranty for the coverage guidelines.
Still have questions or comments? Contact us here. You may also call us during the hours provided on right at 814-868-7125 or toll free at 1-888-845-6468. We look forward to serving you.