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WARRANTY & SERVICE

For warranty questions and service requests, please send the information listed below to service@thorntonfurniture.com:

  • Name(s) under which the item was purchased
  • Detailed description of the issue
  • Multiple pictures of the issue from various angles and distances
  • Clear picture showing the entire piece

NOTE: For La-Z-Boy products, we need the “ACK/LINE/ITEM” number located on a tag under the footrest (for reclining products) and/or attached to the underneath side of the piece. A clear picture of the tag is ideal. A sample of a La-Z-Boy product tag is shown below:

After reviewing your submission, a member of our service team will respond promptly.

PREPPING YOUR ITEM FOR SERVICE

If dropping the item off at our warehouse:

  • Call 270.842.0379 in advance and schedule a drop off date and time with our warehouse staff. An appointment is required for drop-offs and pick-ups.
  • Make sure the item is clean. Vacuum upholstered items, including those hard to reach areas between arms and seat cushions, inside backs, etc., removing pet hair, loose items, remotes, food, and other debris. For items with reclining mechanisms, vacuum the underneath side as well.

If we are picking the item up:

  • We will schedule pick-up with our delivery team, calling in advance with a date and two hourtime slot.
  • Make sure the item is clean. Vacuum upholstered items, including those hard to reach areas between arms and seat cushions, inside backs, etc., removing pet hair, loose items, remotes, food, and other debris. For items with reclining mechanisms, vacuum the underneath side as well.
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