Frequently Asked Questions — Stickley Furniture | Mattress Skip to content

Frequently Asked Questions


Who should I contact with questions about my furniture or the status of my Stickley Furniture | Mattress order?

For purchases made in person, please contact the Stickley Furniture | Mattress showroom where you placed your order.
They will be able to access your specific order information.

For online orders, please contact customer service at

What are your policies on returns, refunds, and warranties?

Please visit our Returns, Refunds & Warranties page for detailed information. For non-Stickley branded pieces, please contact the manufacturer directly regarding their warranties.


How long will I have to wait for custom furniture?

Lead times on products vary, depending on the product and your geographic location. Furthermore, like furniture retailers nationwide, we are currently experiencing delays that are increasing our lead times.

We apologize for the inconvenience of these delays. Please be assured that we expedite all orders to the best of our ability.

For in-store purchases, your Stickley Furniture | Mattress showroom can provide detailed delivery information on your specific order.

For online orders, please contact customer service at

What should I do in advance to prepare for my delivery?

Please see our Delivery & Shipping page for detailed information.


What are your policies for in-store customer pickup?

You are welcome to place an order for in-store pickup for products weighing 20 pounds or less. Unfortunately, we can no longer take customer-pickup orders for products over 20 pounds. Please note then when picking up, you’ll will be required to present proof of identification and the credit card used to make the purchase.

Can I place my pickup order over the phone?

No, we are no longer able to accept phone orders without physical presence in the showroom or prior sales history.


How do I arrange a service call?

To schedule a service call, please call 315.682.5500 or email A service technician will determine the best course of action after inspecting the furniture in question.

What is the warranty on my furniture?

We handle each order individually.

For non-Stickley branded pieces, please contact the manufacturer directly regarding their warranties.

For Stickley-branded pieces:
Stickley is very proud to offer a Limited Lifetime Warranty on manufacturing defects in casegoods furniture for the life of the original owner.

We offer a Manufacturer’s Limited Lifetime Warranty against defects on all casegoods except dining and office chairs. Should the furniture fail structurally at any time during the lifetime of the original owner because of workmanship or material, we will repair or replace it at our discretion. Power recliner/incliner mechanisms are warranted for a three-year period.

Stickley offers a Five-Year Manufacturer’s Limited Warranty against defects on the following: dining chairs, office chairs, finishes, and mechanical devices (clock movements, recliner mechanisms, etc.). Should these items fail within five years ofpurchase due to manufacturing defects, we will repair or replace it at our discretion.

This warranty does not apply to fabric or leather supplied by Stickley or the customer. Warranty does not apply to customer damage, alteration, or accident. Seasonal wood movement on solid wood products is normal and is not considered a warranty issue. To view and print the Stickley warranty in its entirety, please click here: Returns, Refunds & Warranties.

We believe so strongly in the integrity of our workmanship that we offer you the Stickley Lifetime Promise. We want you to be truly pleased with your Stickley furniture as it becomes an important part of your family for generations to come. With proper care, and the Stickley Lifetime Promise, you can be assured that your Stickley furniture is destined to become a cherished family heirloom.


What is veneer?

Simply put, veneer is a thin slice of wood. Good veneers are approximately the thickness of a credit card. Some veneers can be as thin as a sheet of tablet paper. There are times when veneer construction is preferable to solid wood construction because of its versatility and resistance to expansion and contraction.

What is ‘wood movement’ and how will it affect my furniture?

Solid wood expands and contracts because it is a cellular material that reacts to changes in humidity. Wood takes in moisture during the humid summer months and releases moisture in the dry winter months. It is impossible to completely prevent wood movement in solid wood furniture. We engineer our designs to allow for this natural phenomenon. Minor wood movement does not affect the structural integrity of the furniture and is not considered a defect.

How should I routinely care for my Stickley wood furniture?

In general, caring for your Stickley furniture is as easy as light dusting, occasionally wiping it with a slightly dampened soft cloth, and protecting it from damaging extremes. Please refer to our Furniture Care Guide for more advice on caring for your fine furniture. Specific care questions not answered there may be directed to our craftspeople via our contact form.


Why do my seat cushions sometimes make a crinkling sound when I sit on them?

The crinkle noise from most luxury cushions is caused by the down-proof ticking material that is used to construct the cushion inserts. This is a very expensive, densely woven material designed to add body and support to the cushion, while preventing the feathers from poking through the surface. The characteristic sound is the ticking material flexing inside the cushion.

How often should I rotate the cushions on my upholstered furniture?

Rotating means flipping the cushions over, and, on sofas with more than one cushion, changing their location (the right end cushion is flipped and moved to the left end of the sofa). Cushion rotation keeps the casing positioned properly on the cushion core and also evens out the impact of frictional wear and sun exposure on the fabric. We recommend rotating loose cushions weekly or bi-weekly, depending on the amount of use the piece receives.

How should I routinely care for my fabric or leather furniture?

Fabric and leather care varies widely depending upon the fabric or leather
characteristics. There are many products available for cleaning leather and upholstery, but what works on one item may ruin another, so please use caution. Always test products in an inconspicuous area before applying. Please refer to
our Furniture Care Guide for more advice on caring for your fabric or leather. Specific care questions not answered there may be directed to our craftspeople via our contact form.

FABRICS: Regular vacuuming or light brushing will prevent the build-up of dust and grime which can damage the fabric over time. For specific stain removal, it may be necessary to contact a professional cleaner. Please do not machine wash Stickley fabric casings but use a quality dry cleaner when cleaning is necessary. For furniture upholstered with fabric, Stickley indicates which of the four industry standard cleaning codes applies to the primary fabric on the furniture. The code is on a label affixed to every product, usually on the deck (beneath the seat cushions) or on the black cambric fabric on the bottom of the piece. This cleanability code will state whether the fabric is safe to clean with water (W), solvents (S), or both (W/S). Some fabrics have a code of X, which means clean with a brush or vacuum only.

LEATHERS: Regular vacuuming or dusting with a clean white cloth will prevent the build-up of dust and grime which can damage your leather furniture over time. Specific cleaning instructions vary widely depending upon the type of leather being treated. Your Stickley retailer can provide you with information regarding the type of leather on your furniture if you don’t have that information. Blot (don’t rub) spills as quickly as possible to avoid stains. It is advisable to contact a professional leather cleaner to remove most stains. Uncoated leathers, such as aniline, semi-aniline and nubuck, have surfaces which can readily absorb liquids and oils. Avoid using soaps or creams on these leathers. Coated leathers, such as pigmented leather, are more resilient and can be cleaned occasionally with a slightly damp soft white cloth and mild soap. Always test the cleaning method on an inconspicuous location before cleaning the leather.


Do I need to have my Stickley rug cleaned every year?

No. Regular (weekly) vacuuming is the best care you can provide for your hand-knotted rug. Vacuuming removes the dirt and grit that can sift down into the foundation of the rug and damage the fibers over time. Wet cleaning should only be done as needed, generally no more than every two or three years, and should be performed by a professional cleaning service that specializes in hand-knotted rugs.

Stickley has introduced a new
rug cleaning product called Stickley Rug Cleaning Solution, which is non-toxic to family and pets and easy to use for spot removal. Please contact your Stickley retailer for more information. Always test any cleaning product on an inconspicuous area before using and follow manufacturer’s instructions carefully. Specific care questions not answered here may be directed to our craftspeople via our contact form.

Why is my Stickley rug “shedding”?

The wool used for our Tibetan rugs is from Tibetan Highland Sheep. The wool from these hardy animals can grow up to eight inches long. We feel this is the finest and longest lasting wool for our hand-knotted rugs. One of the characteristics of Tibetan rugs is a period of “shedding” when first used. This is a temporary process and completely natural. Frequent vacuuming will help.

Should I place my furniture in storage?

You should use extreme caution when storing solid wood furniture for any length of time, even when it’s stored in a “climate-controlled” facility. Extreme variations in temperature and humidity can harm the wood and the finish, in some cases causing irreparable damage. If your furniture is damaged due to these circumstances, it will not be covered under your warranty.

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