Frequently Asked Questions

What cities do you operate in?

We currently have operations in SF Bay Area, Los Angeles, New York, New Jersey, Washington, D.C., Chicago and Seattle. More cities coming soon!

You guys don't deliver to my zip code. How do I rent?

Oops! Please write an email to support@casaone.com, just mention your city and zip code and our team will do our very best to accommodate you!

I am not sure of what items to rent. How do I go about it?

Just write to us at  support@casaone.com. Our interior consultant is standing by to help you choose the perfect furniture to match your unique style.

I want to add more items to my order. How do I do that?

No problem! Shoot us an email at support@casaone.com and our team will take care of it in a second!
Please keep in mind, if the additional furniture does not meet our monthly minimum rental fee (know more), we will have to charge you an additional delivery fee.

How can I ensure my selection/order is locked down?

Your order gets automatically secured once you successfully complete the payment. Following that, you will be prompted to schedule the delivery so you can enjoy your new furniture as soon as possible!

Can I return few items upon delivery if I don't like the items or if the items don't fit in my apartment?

You can return the items that you don't want to rent. There will be a restocking fee for the returns. You will hear from us about the fee based on the number of items you return.

Can I buy the furniture I rent from CasaOne?

Yes. You have the option to buy the furniture at the end of your rental term. Write to us at support@casaone.com to know more.

What are the options for me at the end of rental term?

At the end of your rental term you can plan for one of these - extend your rental term, buy the furniture items, or return the furniture items. Write to us at support@casaone.com to know more.

I just spilled coffee on my furniture. What should I do?

No point crying over spilled milk...or coffee in this case. At CasaOne, we always got your back. Just send an email with as many pictures, details, and furniture puns as possible to support@casaone.com and our team will take it from there.

If you already have an active subscription of the Furniture Protection Plan, we will send a team to evaluate the damage and suggest a replacement, if needed.

My building requires a Certificate of Insurance. What should I do?

Please write to support@casaone.com with the details of the person in whose name the COI has to be issued along with the building address and we shall take it from there. An additional fee of $50 will be charged for processing the request for Certificate for Insurance.

What is the minimum rental term?

The minimum rental term is 1-Month.

Can I rent for 2 months?

You can now rent furniture for 2 months. The minimum monthly rental fee for 2-month rentals is $249. You will be asked to pay the 2nd month rental fee upfront at the time of placing the order. The order can be extended beyond 2 months on a month-to-month basis.

What is the minimum rental fee per month?

The minimum rental fee per month is as follows:

Rental Term
(Months)
Minimum
Rental Fee
(Monthly)
1$249
2$249
3$149
6$109
9$99
12$79
Are there additional charges?

CasaOne offers white-glove delivery, pick-up, and clean-up. Weekend delivery will incur an additional charge and is subject to availability. Please write to us at support@casaone.com to inform us of your requirements.

You will be charged a one-time assembly fee in the first month of your renting. A flat assembly fee for the first 10 items in your cart will apply as follows:

Rental Term
(Months)
Flat Assembly Fee For First 10 Items
(charged one-time)*
1$249
2$249
3$149
6$109
9$99
12$99

*An assembly fee of $10 per item will be charged for all items in excess of 10 units.

A delivery fee may be applicable for our extended delivery zones. Have a look at our delivery zones in SF , LA , NY , Washington DC , Chicago , Seattle , Chicago and Seattle. Our team will contact you if a fee is applicable.

Is there any Rental Agreement?

Yes. The Rental Agreement will be shared with you electronically once you place the order. The agreement needs to be signed before the day of the delivery. In case CasaOne does not receive the signed agreement, we may have to postpone the delivery of the order.

How can I pay for my subscription?

We accept Master Card, VISA, JCB, American Express, Diner's Club, Discover cards.

When will the billing start?

The billing will start the day we deliver the furniture to your apartment.

I have lost my card or my card has expired. How do I use a new card?

Please write to support@casaone.com and we will help you.

I received an email with a link to a document from CasaOne after completing my order. What am I supposed to do?

The email contains a link to your rental agreement that you need to sign and send back to us. As per the policy, your order shall not be processed till you sign the agreement. This agreement is a legally binding document that safeguards your interests as well as ours.

Can I extend my rental term?

Yes, absolutely. Please inform us 15 days before the end of your chosen term. Please write to us at support@casaone.com and we are happy to help you.

Can I cancel my subscription early?

Yes, we will help you cancel your subscription if your circumstances change. In case you need to cancel before your term expires, please inform us at support@casaone.com at least 15 days before your desired pick-up date. We will adjust your charges to reflect your actual rental term.

You will be charged the difference in monthly rates between your chosen term (term chosen at the time of your order) and the actual term (the effective term at the time of early closure). The additional charge due at early closure will be calculated as follows:
(Monthly rate for actual term - Monthly rate for chosen term) * Number of months of actual term

In addition, an early cancellation fee might apply.

How can I schedule a pickup?

You don't have to worry! Please inform us 15 days before the pickup date. If your circumstances change and you need to arrange a pickup at a shorter notice, let us know and we'll do our best to help you. Please write to us at support@casaone.com.

What if I need flexibility on my pickup date? What if I need a pickup after my term ends?

We are happy to work with you on your pickup date. Please inform us at the earliest and we’ll work with you to choose a convenient pickup window for you. We offer a One week grace period at the end of your rental term to help you plan better and do not charge you an additional fee if your chosen pickup date is within a week of the end of your rental term. The one week grace period is offered only for 3-month or longer rental terms.

The furniture was damaged or is different from the one I chose. What next?

We take pride in our service quality. However, if there has been a lapse we will deliver a replacement to you. Please write to us at support@casaone.com. We will get in touch with you and schedule the delivery.

Where do you deliver?

We operate in the SF Bay Area, Los Angeles, New York, New Jersey, Washington, D.C., Chicago and Seattle. More cities coming soon!

How soon can you deliver?

We offer white-glove assembly, delivery and installation in as early as 2-3 business days.

Can I choose my delivery date and time?

Yes! You will be asked to choose a delivery date and time once you complete the payment transaction for your order.

What should I expect on the delivery day?

Our delivery team will call you, 30-minutes prior to their arrival. Once we reach your home, the team will quickly and efficiently assemble and arrange your furniture, per your instructions. You can then walk around with our team to inspect the installation and finally sign a note of acknowledgment.

Does CasaOne help with the installation of furniture?

The CasaOne team will help assemble furniture like beds, chairs, sofa, etc. Our crew will not be able to install TV or decor items like wall art that need wall mounting.

How long does installation take?

The average installation time is about 60 minutes for a set of living room and bedroom furniture. It varies depending on the number of items and ease of access to your home.

How do I schedule a pick-up?

Please write us at support@casaone.comto schedule the pick-up.

What should I expect on the pick-up day?

Our crew will contact you 30-mins prior to arriving at your home. Once we reach, we will disassemble and remove all the furniture from your premises.

Will CasaOne help me install and set up my television set?

CasaOne will deliver the television to your preferred location. Our crew will not be setting up or installing the television at location.

Does the television come with HDMI cables?

The television box contains only the following items: television, remote control and a small stand that can be attached to the TV. You will have to purchase the cables required for connecting the TV separately.

Is my television covered under warranty?

Your television comes with a 1-year manufacturer’s limited warranty. In the unlikely event of a manufacturing defect, CasaOne will take the necessary steps to rectify the issue.

Renters Insurance

Television Equipment in large orders can become very expensive, quickly. in most cases, a Credit Card could not cover the replacement value of an order if lost, stolen or severely damaged.
We ask customers to provide a proof of renters insurance, before we can approve large orders.

What is Furniture Protection Plan?

Furniture Protection Plan covers your rented furniture from accidental damage caused by regular use of the furniture. Damages caused by mishandling of the furniture and/or moving it without C1's prior consent will not be covered under the Plan.

How does the claim process work?

In case of accidental damage, reach out to support@casaone.com with details and pictures of the damage within the first 24 hours of the furniture being damaged. CasaOne will send a team to inspect the furniture and validate the claim. Once the claim has been validated, CasaOne will send a replacement for the damaged furniture item if you request it. In cases where the extent of damage does not render the furniture useless, you may choose to continue using it as is.

In cases where the team discovers damage(s) to the furniture at the end of the rental term during pick-up, CasaOne will inform you over an e-mail and validate the cause. If we discover that the furniture was damaged with regular usage, you shall not be liable to pay for the damages.

How can I purchase the Furniture Protection Plan?

Please select all the furniture you would like to rent. At the cart page, select the Furniture Protection Plan and add it to cart. The Furniture Protection Plan is 15% of your monthly rental fees. Verify the final monthly amount. Proceed to check out and pay.

Can I cancel the Furniture Protection Plan after the first month of renting?

Once you have placed an order for Furniture Protection Plan, we cannot accept any cancellations of the Plan. Should you choose to renew your rental plan, the Furniture Protection Plan will also be renewed with it.

What kind of damages are covered under the plan?

Accidental damages caused during regular use of furniture are covered under this plan. We do not cover damages caused due to natural disasters, mold and/or pest infestation or burglary. Electronics and appliances are not covered under this Plan. The following category of damages are covered under the Plan:

Type of DamageNature of Damage
AestheticStains and dirt
AestheticScratches
AestheticRust
PhysicalDents
PhysicalCracks
PhysicalBreakage
PhysicalLoose parts
Aesthetic/PhysicalDamages caused by pets
Is my rented television covered under the Plan?

The Furniture Protection Plan does not cover any electronics and appliances.

I was trying to move my rented bed from one bedroom to another and I broke one of the legs in the process. Can I request for a replacement under the Plan?

The Furniture Rental Plan is voided if we find that the furniture has been moved from its original location without our consent. Please write to support@casaone.com if you need to move the rented furniture from its original location.

How much do I need to pay for the Plan?

The subscription fees for Furniture Protection Plan is 15% of your monthly rental. You will be charged this fees each month along with the monthly rental fees, plus taxes. In case your order is modified at any point during the rental term, the fees towards the Plan will be updated to reflect the modified monthly rental.

My house was broken into, and my TV is gone! Can you replace the television set?

We are really sorry to hear that you had to go through that and we sincerely hope that no harm came to you or your loved ones. However, the Plan does not cover burglary or appliances at this stage. We would not be able to help you in this case. Please note, the Plan does not cover damages or loss caused by natural disasters, theft or mold and/or pest infestation.

Does CasaOne run a credit check?

In order to provide the best experience to our customers, we run a soft credit check that does not affect your credit score. Soft credit checks (also known as “soft pulls”) typically occur when a company checks your credit as part of a verification process. One such example could be when a credit card issuer checks your credit to see if you qualify for certain credit card offers.

What if I'm a student or moving here from a foreign country, and don't have a long credit history?
  • We use a VantageScore (versus a FICO score) in our credit checks for students and people without a long credit history.
  • A VantageScore is a credit score jointly developed by the three major credit bureaus to predict how likely you are to repay borrowed money. It is used by lenders, landlords, rental companies and financial institutions to evaluate creditworthiness.

Do I need to submit any documents to process my order with CasaOne? If yes, what documents should I keep handy?
  • We may ask our customers to submit their documents as part of a verification procedure, based on the information required.
  • You will be asked for your most recent pay stub, or previous month’s pay stub, and for a photo identity proof as well.
Where and how do I upload my pay stub?
  • Check your inbox for an email with the subject line “Upload Income documents link for your CasaOne order #{order number}”.
  • In this email, you will find an ‘Upload’ button for your pay stub.
  • Click on the ‘Upload’ button for access to a microsite where you can upload your documents.
  • CasaOne takes privacy and security very seriously and has developed a comprehensive set of practices to help ensure your data is secure and safe from misuse.
What if I do not have a pay stub to produce? Does that mean my order will not be processed?
  • While it’d be great to have the pay stub, we try to find solutions to each unique set of circumstances on a case-by-case basis.
  • Write to us at support@casaone.com or call us at +1(323)984-7534 and we will take care of it from there!
Where and how do I upload my Photo ID?

  • We may ask our customers to submit Photo Identification documents.
  • After you’ve signed the lease agreement, you may receive an email with the subject “Upload Photo Identification documents for your CasaOne Order # {order number}”.
  • In this email, you’ll find an ‘Upload’ button.
  • Click on the ‘Upload’ button for access to a microsite where you can upload your documents. Please upload a scanned copy of your photo ID (Driver’s license, Passport or any State Issued ID)
  • CasaOne takes privacy and security very seriously and has developed a comprehensive set of practices to help ensure your data is secure and safe from misuse.
I received a request for sharing my card statement for the last three months. Why do I need to do that?

In order to fulfill orders above a certain amount, the finance department mandates collecting records of the previous statements of our customers. This is a one time process in our relationship and we promise to keep your details safe with us.

I paid using a prepaid card. I just received an e-mail asking me to change my mode of payment to credit card. What do I do?

Orders falling under a certain category cannot be processed using prepaid card as of now. We are working on our systems to improve your experience. Meanwhile, it would be great if you could update your mode of payment on the link we shared with you.

Do I need to pay a deposit on my order?

Orders with tenures longer than 2 months will be required to pay a 1-month deposit at the time of renting. This amount will be refunded in full at the end of the rental subscription. If the customer breaks or otherwise violates the agreement prior to the subscription end date, CasaOne may be able to keep all or part of this Security Deposit to cover unpaid rent and or/damage to the property.

How can I schedule the delivery of the houseware package?

Once you complete the payment, you will have an option to schedule the slot for delivery and assembly of furniture items. We will try to accommodate the houseware package set-up for the same time slot. In case we cannot, we will find the next best possible slot for the houseware package delivery. Please write to us at support@casaone.com if you need more information.

I have a few questions about the houseware package delivered. What do I do?

Please write to us at support@casaone.com and we will be happy to help you.

I am a stager. Can I rent furniture from CasaOne?

Yes, absolutely. CasaOne works with stagers across the SF Bay Area, Los Angeles, New York, New Jersey, Washington, D.C., Chicago and Seattle. Please note that the website terms and conditions are for residential/individual use and not for commercial use. You can learn more about CasaOne Home Staging here.

What is the minimum rental term?

Our minimum rental term is 1-Month.

Can I rent for 2 months?

You can now rent furniture for 2 months. The minimum monthly rental fee for 2-month rentals is $249. You will be asked to pay the 2nd month rental fee upfront at the time of placing the order. The order can be extended beyond 2 months on a month-to-month basis.

What happens if the staged home sells early?

We are happy to help you move the furniture for additional fees. Please write to us at support@casaone.com. Pick-up times can vary between 3-6 business days. Please note that you will still be liable for the monthly rentals for the entire duration of your rental term.

I need to extend my rental term. What do I do?

We have got you covered. Please inform us at least a week in advance and we’ll help extend your rental term.

For any other questions, please go through our T&C and Privacy Policy.