Frequently Asked Questions

How does this work?

To kick off your CasaOne journey, simply choose a rental term. Furniture prices will vary depending on the term you select. Add the products you like to your cart and checkout. Once you've placed your order and passed a credit check, you can pick a delivery date and get White-Glove delivery in as few as 3 business days. Enjoy optional benefits like the Furniture Protection Plan and Early Termination Plan that can be chosen on the cart page. At the end of your term, you can return, replace or even purchase the furniture. For a rental term of 3 or more months, CasaOne conducts a soft credit check and requires a one-time, refundable deposit to be paid. We accept credit and debit card payments.

Where do you operate?

CasaOne currently operates in Los Angeles, Las Vegas, the SF Bay Area, San Diego, Connecticut, New York, New Jersey, Philadelphia, and the DC Metro Area.

CasaOne doesn’t deliver to my zip code. What should I do?

Please write to support@casaone.comwith your city and zip code, and our team will do our very best to accommodate you.

What are the safety measures that CasaOne has taken for COVID-19?

Your safety is our top priority. Learn more about our operations and safety measures for COVID-19 here.

I need interior design help to set up my space. What should I do?

Just write to us at  designservices@casaone.com or visit designservices@casaone.com to schedule a call with a designer, at a time that is convenient for you.

What is the quality of the furniture like?

CasaOne offers high-quality furniture from popular brands. Everything we deliver ranges from ‘gently used’ to ‘brand new’ in condition. You can rest assured that every item is thoroughly cleaned, disinfected and quality-checked before being delivered to your home.

How do I know that my order is confirmed?

Your order is automatically confirmed once the credit check is complete. After you’ve been approved, your selection of items will be reserved and you can schedule your delivery. See more details in the Credit Check section of the FAQs.

I want to share the items I’ve chosen with a friend/family member. Can I do that before placing the order?

You most certainly can! You can browse and add items you like to your wishlist, and then email that list to your friend/family member.

What do I do if some of the items I added to my cart are now out of stock?

We’re sorry! You can choose similar options from the 1500+ products we have in our inventory. This is why we recommend placing an order as soon as possible! If you need any help, please write to us at support@casaone.com or chat us during business hours (6:00 am PST- 6:00 pm PST).

Can I cancel my order after I’ve submitted my payment?

You can cancel your order at no extra cost if the request is made within 24 hours of placing the order. If you reach out to us after 24 hours have passed, however, you will be charged a cancellation fee of $199 since our warehouse will have begun preparing your order. Orders may not be canceled once the furniture is delivered. See our Early Termination section for more details.

Are there any additional charges I have to pay?

For orders 3 months and longer, we charge a refundable Security Deposit equivalent to one month's rent. This amount will be refunded in full at the end of the rental term. If the customer breaks or otherwise violates the agreement prior to the subscription end date, CasaOne may keep all or part of this Security Deposit to cover unpaid rent and or/damage to the property. Please note that delivery fees and taxes are mandatory. All other charges are optional, including the Furniture Protection Plan (15% of the monthly total for covered items) and Early Termination Protection ($199 at checkout).

I recently moved to a new place and I need some things for my kitchen. What are my options?

We’ve got you covered! You can take a look at our Housewares & Appliances section to ensure you don't run out of crockery or coffee.

Can I buy the items I rent from CasaOne?

Yes! You can choose to buy items in your order at any point during your rental term. CasaOne will offer you a purchase price for the items you have rented. The rent you’ve already paid goes towards the final purchase price.

  • All modifications that increase the monthly rental amount are subject to credit approval.
  • Modification requests should be submitted at least two business days before your delivery.
  • Any order modifications within two business days of your delivery date may require your delivery to be postponed or may incur an additional fee of $299 for an additional trip.
To modify your order, email us at support@casaone.com with the details of the items you want to add, remove, or swap as well as the number of items required. After our team confirms availability, we can make the modifications to your order. The charges for the modifications (if any) will be applied within 24 hours.

What if I want to make other changes to my order after my delivery is complete?

Within the first 21 days of your delivery date, we allow you to swap, remove, or add products to your existing order.

Please note that additional trips are not covered in the initial delivery and assembly costs. There will be a flat charge of $299 for any deliveries or pickups made after the initial delivery.

Consumer leases that are 6 months and above, we have a 3 week, no questions asked return policy. If you return the entire order within the first 3 weeks, CasaOne will retain the original delivery and assembly fee and refund the remaining amount paid by you at the time of placing the order. For more information, check out the details here.

To modify your order, email us at support@casaone.com with details about which items you want to add/remove/swap as well as the number of items required. After our team confirms availability, we can make the modifications to your order. The charges for the modifications will be applied within 24 hours.

What if I do not accept all items at the time of delivery?

If you do not want an item at the time of delivery, simply inform our delivery team. They will re-pack the item and remove it from your location.

If the item is in good condition and refused for preference reasons or because the dimensions of the item do not fit your space, you will be charged a restocking fee. The restocking fee is $199 or the first month’s rent of the item, whichever amount is lower.

In San Francisco, Los Angeles, Las Vegas and San Diego, for all consumer leases that are for 6 months and above, you will be refunded the complete amount, excluding the amount originally paid for assembly and delivery. For more information, visit our No Questions Asked Returns policy page.

You should measure the dimensions of your doorways and hallways and compare them with your furniture selections prior to placing your order. If you realize an item may not fit, reach out to us at support@casaone.com so we can help you select a different item. A re-delivery fee of $299 will apply if an item has to be exchanged after your initial delivery.

Is there a Lease Agreement for a rental order?

Yes. The Lease Agreement will be shared with you electronically once your order is placed and your credit check is complete. This agreement is a legally binding document that safeguards your interests as well as ours.

The agreement needs to be signed by 8am the business day before the delivery. If CasaOne does not receive the signed agreement, we may have to postpone the delivery of the order. Please note that any modifications in your order will result in a new lease agreement.

What is the minimum rental term?

The minimum rental term is 1 Month.

What is the minimum rental fee per month?

The minimum rental fee per month is as follows:

Rental Term
(Months)
Minimum Rental Fee
(NY, NJ, Connecticut
Washington, D.C.
and Philadelphia)
(Monthly)
Minimum Rental Fee
(SF, LA and San Diego)
(Monthly)
1$249$249
2$249$249
3$149$149
6$109$79
9$99$75
12$79$59
What is a Cart Fulfillment Fee?

If your minimum order value doesn’t meet the minimum rental fee per month, you can still checkout by paying a monthly Cart Fulfillment Fee.

The applicable cart fulfillment fee will be calculated as follows:

Minimum rental fee per month for the selected term - Total monthly rental value of furniture in a cart

Example: Let's say the furniture in your cart costs $70/month and you want to rent for 12 months. The minimum rental fee for a 12-month term is $79. The applicable monthly cart fulfillment fee will be calculated as follows:

Cart fulfillment fee = $79 - $70 = $9/mo.

I’d like to rent furniture for a period that’s not shown on the website. How do I proceed?

Simply select the closest term that is shorter than your desired term. We can extend your order for as long as you need!

Can I extend my rental term?

Yes, absolutely. You can reach out to us at any time if you’d like to extend. You'll also receive an email from us 15 days before the end of your rental term and you can let us know at that time whether you want to extend your term, return or buy the items in your order.

Can I terminate my subscription early?

You can terminate your subscription early by opting for Early Termination Protection during checkout. If you haven’t opted for Early Termination Protection, you will have to pay the complete rental amount for the term you initially selected for your rental order.

Consumer leases that are 6 months and above, we have a 3 week, no questions asked return policy. If you return the entire order within the first 3 weeks, CasaOne will retain the original delivery and assembly fee and refund the remaining amount paid by you at the time of placing the order. For more information, check out the details here.

If you want to terminate your subscription before your term expires, please write to us at support@casaone.com at least 15 days before your desired pickup date.

Please refer to the Early Termination Protection section below for more details.

What will I need to pay when I place my order?

You’ll pay the first month’s rent, delivery charges and a security deposit (if applicable). These components are determined by the items that you rent, the rental term and the type of delivery that you choose.

To see your expected costs, we recommend that you add items to your cart on our website and select the rental term and delivery type. Our system will calculate the net payable amount on the checkout page.

What payment options do I have?

You can choose to pay a monthly rental or pay upfront for the entire duration of your rental term. You don’t have to go through the credit check process if you pay upfront.

What modes of payment do you accept?

We accept Mastercard, VISA, JCB, American Express, Diner's Club, and Discover. We do not accept prepaid cards, cash, or checks.

When will the billing cycle start?

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

When do I pay my first rental amount?

If your subscription is longer than two months and not prepaid, your first monthly rental amount will be due on the first day of the second month of your rental term. This will be one month after your delivery date and will cover your rent for the second month. For example, if your delivery date is on June 8th, then your rental will be due on the 8th of every month.

How do I pay my monthly rental amounts?

The monthly rental amount will be automatically debited from your card on file. The invoice will be sent to your registered email address immediately after.

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

To change the payment method or the card details on file, just reach out to us over email at support@casaone.com. We will send you an email with a secure link to update your new card details. Once the new card details have been updated, this information will be saved on file.

What happens to the old card details?

The old card details are automatically removed from the system after you update your new card details.

Can I share my card details on the phone or by email?

Under no circumstances does CasaOne ask our customers to share their card details on the phone or by email. We strongly advise you to never share sensitive information this way. We provide a secure link for our customers to update their card details.

Where can I find the payment link to make a manual payment if my auto-debit fails?

You can write to support@casaone.com and we’ll send you a link to make this payment.

What if I need to change the payment due date?

Just write to us at support@casaone.com and we’ll help you out.

What are the different payment options I have?

You can choose to pay a monthly rental or pay upfront for the entire rental term. When you pay a monthly rental fee, it includes your rental amount and the cost of your protection plan (if you’ve opted for it), plus tax. When you pay the rental amount upfront, you will also have to pay the total amount for the delivery fee before your rental term begins.

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 terminate my subscription early?

You can terminate your subscription early by opting for Early Termination Protection during checkout. If you haven’t opted for Early Termination Protection, you will have to pay the complete rental amount for the term you initially rented the furniture. 

Consumer leases that are 6 months and above, we have a 3 week, no questions asked return policy. If you return the entire order within the first 3 weeks, CasaOne will retain the original delivery and assembly fee and refund the remaining amount paid by you at the time of placing the order. For more information, check out the details here.

In case you need to terminate your subscription before your term expires, please inform us at support@casaone.com at least 15 days before your desired pickup date.

Please refer to the Early Termination Protection section below for more details.

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.

I want to change the date of my pickup. What should I do?

Just write to us at  support@casaone.com  and we will reschedule your delivery/pickup date. However, please make sure you reach out to us before 8am on the business day before the scheduled pickup date. Any rescheduling requests that come in post 8am on the business day before the scheduled pickup date will be subject to a rescheduling fee of $99.

What happens if my new rescheduled pickup date is later than a week after my subscription ends?

In this case, there will be an additional prorated charge applicable.

The furniture I received was damaged or different from what I chose. What next?

We’re sorry to hear about this. We take pride in the quality of our service and if there has been a lapse, we will definitely provide you with a replacement. Please write to us at  support@casaone.com. so we can get in touch with you to schedule the delivery. Please note that in such situations, customers are required to get in touch with us immediately as these modification requests will only be entertained within 7 days after the delivery has been made.

Can I make my payments in cash?

Unfortunately no, however we do accept, credit, debit and ACH payments

Can I add or remove products from my order?

We are happy to modify existing orders so you can enjoy the perfect furniture rental experience. However, any order modifications may result in a slight delay in the delivery of your order. Although we do let you swap/add products to your existing order, please note that all order modification requests for existing orders will have to be submitted within the first 21 business days after the order has been delivered.

How soon can you deliver?

CasaOne prides itself on offering a great, reliable delivery service within as few as 3-5 business days from the time you place your order. That said, there are a few things to keep in mind:

  • For rental terms longer than two months, your credit must be approved before you can schedule your delivery. If you want to schedule your order quickly, we recommend going with our Pre-Qualify or Pre-Payment options.
  • Scheduling is subject to calendar availability and we work on a first-come, first-serve basis. The sooner your order is placed and your credit is approved, the earlier you’ll be able to schedule your delivery.
What are your delivery hours?

CasaOne offers two-hour delivery arrival windows between the hours of 8:00 am - 4:00 pm. This means our team will arrive within the two-hour timeframe. For example, if you select a delivery time of 8:00 am, our delivery team will arrive anytime between 8:00 am and 10:00 am.

It’s very important that you are available during your arrival window so the team can start working as soon as they arrive. If you are not available and the team has to return later, (on the same day after your delivery window or on another day), you will be charged a $99 rescheduling fee.

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 to process the request for a Certificate for Insurance. For more details, see our Help Center article on Certificate of Insurance.

What are the different types of delivery available?

White Glove Delivery

Our signature style - we’ll deliver, unpack, assemble, and place your furniture wherever you like it, then clear away all packing material so it’s 100% ready to enjoy! Contactless delivery available on request and pickup is included in the delivery fee. Please note, our crew will not be able to install TVs or decor items like wall art that require wall mounting.

Curbside Delivery

We’ll deliver your furniture by the curb or on your driveway outside your home so you can practice safe social distancing. Curbside pickup is included in the delivery fee.

What should I expect on the delivery day?

Our delivery team will text you 30 minutes prior to their arrival. If you have chosen White-Glove Delivery, the team will quickly and efficiently assemble and arrange your furniture, per your instructions. If you selected Curbside delivery, we will not assemble the furniture. However, you will receive installation guides for all the products in your order via email prior to your delivery. Before our delivery team leaves, you should inspect your furniture and be sure any minor nicks or damages are noted by the delivery team on the electronic receipt before you sign.

What are the charges for the different types of delivery?

You will be charged a one-time delivery fee when you checkout. A flat fee for the first 5-10 items in your cart will apply as follows:

Curbside Delivery
Term No. of units
<= 5
No. of units
<= 10
No. of units
> 10
1 $59 $69 $3/ addtional unit
2 $59 $69 $3/ addtional unit
3 $59 $69 $3/ addtional unit
6 $49 $59 $3/ addtional unit
9 $39 $49 $3/ addtional unit
12 $39 $49 $3/ addtional unit
White Glove Delivery
Term No. of units
<= 5
No. of units
<= 10
No. of units
> 10
1 $219 $279 $10/ addtional unit
2 $219 $279 $10/ addtional unit
3 $169 $209 $10/ addtional unit
6 $139 $169 $10/ addtional unit
9 $99 $119 $10/ addtional unit
12 $99 $119 $10/ addtional unit
How long does installation take?

If you choose White-Glove delivery, 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.

Can I get curbside delivery if I live in an apartment building?

Yes. The delivery will take place outside the apartment building in the building’s driveway/loading dock or on the sidewalk outside the building. You’ll need to provide specific instructions when scheduling your delivery.

Can I change my delivery option before my furniture is delivered?

Yes. You can upgrade from Curbside to White-Glove if you notify us at least 48 hours prior to your scheduled delivery time. Please note that you will not be able to change your delivery from White-Glove to Curbside because of the logistical arrangements made for White-Glove orders as soon as they are placed.

Can I choose multiple delivery options for the same order?

No. You will have to choose one delivery option per order.

Do I have to be present at the time of delivery?

You or an adult you know will have to be present when our team delivers your order. CasaOne also requires a (contactless) signature from you.

Can I get my furniture assembled by a third party?

If you find that you need help assembling furniture after you have chosen curbside delivery, CasaOne will be happy to assist you. In this case, we require you to contact us about the assembly needs and not reach out to a third party. This way, we can ensure the level of assembly quality.

Do I have to be present at the time of delivery?

Yes. You will have to be present when our team delivers your order. CasaOne also requires a (contactless) signature from you.

Can I have a family member or friend sign for my delivery?

Yes. We will accept a (contactless) signature only from an individual nominated by you. Please let us know if someone else is signing off on your delivery, 24 hours prior to the scheduled delivery.

The furniture I received was damaged or different from what I chose. What should I do now?

TWe’re sorry to hear about this. We take pride in the quality of our service and products and if there has been a lapse, we will definitely provide you with a replacement. If you notice any damage as soon as you receive your furniture, please notify our delivery team immediately and write to us at support@casaone.com. You won’t be charged for any damages in this situation. We’ll work to get a replacement of the same or a similar item as quickly as possible. Please note that all damages must be reported within 72 hours of your delivery. You may be held liable for any damage reported at a later time or during your furniture pickup. See our section on Damages for more information.

Can I change my delivery location before my order is delivered?

Yes, you can change your delivery location 48 hours before your delivery date.

Will I be charged for disassembly and pickup of my furniture at the end of my rental term?

Your delivery and assembly fee includes the cost of pickup at the end of your term. Pickup details vary based on your selected delivery type.

If you choose White-Glove delivery, disassembly and White-Glove pickup service are included. If you choose Curbside delivery, you will be required to disassemble your items and bring them back to the curb.

At the end of my rental term, can I upgrade to White-Glove pickup?

Yes, you can change your pickup option by paying a small fee per item.

Delivery TypePickup TypePickup Charge
White GloveWhite GloveNo Charge
White GloveCurbsideNo Charge
CurbsideWhite GloveDifference in the delivery fee or $12/item, whichever amount is lower
What should I expect on the pickup day?

Our crew will contact you 30 minutes prior to arriving at your home. If you’ve opted for White-Glove delivery, we will disassemble and remove all the furniture from your premises. If you’ve opted for Curbside delivery, our crew will meet you at your curb to load your items which should be disassembled and ready for pickup.

How do I schedule a pickup?

15 days prior to the end of your subscription, you’ll receive an email with options to Extend, Purchase, or Schedule a Pickup. If you’d like to schedule a pickup, please select your preferred return date. Our support team will reach out to confirm your pickup date.

You can also reach out to us by emailing support@casaone.com.

When can I schedule my pickup?

You can schedule a pickup on any business day, on or before your subscription ending date. If you schedule a pickup after the subscription ending date, you will be charged a weekly prorated fee. If your pickup is not scheduled before your subscription ending date, your subscription will automatically be renewed for an additional month.

I want to change the date of my pickup. What should I do?

Just write to us at support@casaone.com and we will reschedule your pickup date. However, please make sure you reach out to us before 8 am on the business day before the scheduled pickup date. Any rescheduling requests that come in past 8 am on the business day before the scheduled pickup date will be subject to a rescheduling fee of $99.

Can I schedule a pickup for only some of the items in my order?

If you have completed your initial rental term, you may submit a request for a partial return while you either purchase or extend the subscription for the rest of your items. While your initial delivery and assembly fee includes your final pickup costs, a partial pickup will require a fee of $299 for the additional trip.

Is my order eligible for the No Questions Asked Returns policy?

All individual orders with rental terms of 6 months or more are eligible for the No Questions Asked Returns policy during the first 21 days after their delivery date.

How do I request a return or swap?

If you would like to return or swap an item during the first 21 days after your delivery, simply email us at support@casaone.com or call us at +1 (323) 984-7534. CasaOne will ask for a few preferred dates and time slots, and we will schedule a trip to your location.

What happens if I want to refund some of my items?

If you would like to return some of the items you ordered, you will be refunded the full monthly rental payment for the items you return. Your total monthly payment must stay above the minimum rental fee per month after all returns and exchanges.

What happens if I want to exchange an item?

If you would like to swap an item you order, you will be refunded the full monthly rental payment for the item you return.You will be charged one month’s rent for the exchanged item you will keep. Your total monthly payment must stay above the minimum rental fee per month after all returns and exchanges.

Could I be charged for damages during the first 21 days after my delivery?

Yes. If you do not return the furniture in the same condition as it was delivered to you, you may be liable for damage charges.

Can I make changes to my order 21 days after delivery?

You may not modify your lease 21 days after delivery.

What happens if I need to request multiple trips during the first 21 days after delivery?

CasaOne will only make one (1) additional trip to your location during the first 21 days after your delivery. If you require more than one (1) additional trip, a $299 fee will apply for each trip. Please note that a no-show will be counted as one trip.

Can I return my items right after the delivery?

Yes. If you would like to return your items at the same time of delivery, simply let your delivery team know which items you would like to return and CasaOne will take them back free of charge. Please note, your total monthly payment must stay above the minimum rental fee per month after all returns and exchanges.

What happens if I want to refund all of my items?

If you would like to refund all of your items during the first 21 days after your delivery, simply email us at support@casaone.com or call us at +1 (323) 984-7534. All charges except the delivery and installation fees will be refunded to you.

What are CasaOne Dollars?

Any rewards and cashbacks you receive from CasaOne will be in the form of CasaOne Dollars that are added to your wallet and are redeemable at checkout. 1 CasaOne Dollar = $1.

How can I redeem CasaOne Dollars?

CasaOne Dollars can be redeemed at checkout. Your Dollars will be automatically applied at the cart page under Payable Now. The value of your Dollars will be deducted from your order’s value.

Do CasaOne Dollars have an expiry date?

No. They are valid forever.

Is there a minimum order value required to redeem CasaOne Dollars?

You will need to either meet CasaOne’s standard minimum order value to check out or pay a Cart Fulfillment Fee to check out with a smaller order. You can redeem your CasaOne Dollars in either of these instances, regardless of what the final order value will be.

Is there a limit to how many CasaOne Dollars I can redeem at a time?

There is no limit.

Can CasaOne Dollars be used along with existing discounts or coupons?

Absolutely. You can combine a valid coupon or existing discount with the discount you get from redeeming CasaOne Dollars and enjoy bigger savings!

Can I withdraw CasaOne Dollars as cash?

No. These can be used only for transactions you make on the CasaOne website.

Can I gift CasaOne Dollars?

Not at this time.

Can I buy the appliances after my rental term ends?

Yes, you can purchase the appliances at the end of the rental term. Please write to us at  support@casaone.com to learn more.

What do I do if my appliance doesn’t turn on?

We’re sorry if you’re having trouble with your appliance. Please get in touch with us at  support@casaone.com and we will carry out an assessment. Based on our findings, either the customer will be liable for damage to the appliance or we’ll do our best to provide a replacement.

Does my appliance come with a user manual?

Yes, the manual for your appliance is available on our website (on the corresponding product page). If you have any questions or need any help, please reach out to us at  support@casaone.com.

Will CasaOne help me install and set up my appliance or offer a product demo?

CasaOne will deliver the appliance to your preferred location. Our crew will not set up or install the appliance nor will they offer any sort of product demo. You can always refer to the user manual for your appliance.

Will there be any safety devices provided with the appliance?

CasaOne will not be providing any safety devices with appliances. Please make sure to use your appliance within the safety limits mentioned in the user manual.

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. Additional cables must be purchased separately.

Do I need renters insurance for a large order of televisions?

Television equipment in large orders can become very expensive, quickly. In most cases, a credit card will not cover the replacement value of an order if lost, stolen or severely damaged. We may ask customers to provide a proof of renters insurance before we can approve large orders.

What is an Early Termination Protection Plan?

The Early Termination Protection Plan lets you end your subscription early without having to pay for the entire rental term. We will adjust your charges to reflect your actual rental term.

What does it mean to pay for the "actual rental term"?

To keep pricing as competitive as possible, our rental pricing varies based on your rental term. If you place a 12-month order you can expect a lower monthly rent than if you select a 3-month term because you will be paying the total contract value over a longer period of time. We also offer discounts on delivery and assembly fees for longer terms.

With Early Termination Protection, if you decide to terminate your subscription after 3 months, you'll only be charged what you would have paid if you originally selected a 3-month term, including the delivery and assembly costs for a 3-month rental.

With Early Termination Protection, if you decide to terminate your subscription after 3 months, you'll only be charged what you would have paid if you originally selected a 3-month term, including the delivery and assembly costs for a 3-month rental.

How is the Early Termination Charge calculated?

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). Please note that the delivery fee will also be adjusted accordingly. The additional charge due at early closure will be calculated as follows:

((Monthly rate for actual term - Monthly rate for chosen term) x Number of months of actual term) + (Delivery fee for actual term - Delivery fee for chosen term)

What if I don't have Early Termination Protection?

If you haven't opted for Early Termination Protection and decide to terminate your subscription early, you will have to pay the rental amount for all the months left in your term, regardless of how early you want to terminate it. All Early Termination charges are due prior to your furniture pickup.

Consumer leases that are 6 months and above, we have a 3 week, no questions asked return policy. If you return the entire order within the first 3 weeks, CasaOne will retain the original delivery and assembly fee and refund the remaining amount paid by you at the time of placing the order. For more information, check out the details here.

Is the Early Termination Protection Plan mandatory or optional?

The Early Termination Protection plan is optional.

How can I purchase Early Termination Protection?

You can purchase Early Termination Protection for $199 at checkout. Please note that you cannot purchase Early Termination Protection after your order has been delivered.

Is Early Termination Protection available if I decide to pay upfront for my entire rental term?

No. The Early Termination Protection Plan is only available for our monthly rental payment option.

I think I may have damaged my furniture. Are there any immediate steps I can take?

Please send an email to support@casaone.com with pictures of the damaged furniture so we can help you with the next steps.

If the damage isn’t causing any safety issues and the item is still usable, you can continue to use the item until the end of your subscription. At that time, you can determine if it’s best to return the item or purchase it. If you do not have the Furniture Protection Plan, you will likely be responsible for repair/cleaning charges.

Will I be charged for furniture damage and how will this fee be calculated?

Yes, you will be responsible for the repair charges for damaged furniture. The way we calculate this depends on how severe the nature of the damage is. Our Furniture Technicians evaluate the damage at the warehouse, taking into consideration the type of damage and the material of the damaged item which will impact the repair costs. They will also take into consideration the length of your rental and the level of expected wear and tear.

  • Minor to moderate damage beyond wear and tear, such as small nicks/chips, scratches, dirt, and pet fur will usually cost around $25-$45 per item.
  • More severe damage such as deeper scratches/ chips, heavy dirt/pet fur, stains, and tears will cost around $65-$99 per item depending on the severity.
  • Seriously damaged items that cannot be repaired due to very deep scratches/chips, unremovable stains, tears, or structural damage may result in a charge equal to the purchase price of the item.

What is your damage inspection process like?

Our delivery team will make note of any imperfections as they inspect and photograph your items at the time of pickup. The photographs are taken in your home before the furniture is disassembled so you can rest assured that you will not be held liable for damage that occurs during transit.

Our delivery team will do their best to notify you of damages and they will make a note on the pickup receipt you’ll sign at the end of the pickup, however, our delivery associates do not determine damage charges and cannot confirm or deny any possible charges. They are simply making notes so the items can be properly categorized when they arrive back at our warehouse for refurbishment. Whether you confirm the damage at the time of pickup or not, you may be responsible for damaged items returned. Please inspect your furniture before your pickup and contact us at support@casaone.com if you have any concerns.

After your pickup, your items will undergo a full inspection at our warehouse by our repair team. Based on the factors mentioned above, our repair team will determine the applicable charges. Your Account Manager will contact you within 3-5 business days after your pickup to report if any damage charges apply, taking into account whether or not the charges are covered by the Furniture Protection Plan if you have signed up for it.

How do I take care of my furniture so that I can prevent any damage to it?

Life is full of spills and stains, we totally get it! For minor cleaning issues, you can refer to our Furniture Care Guide to learn more about how to keep your furniture in great condition.

There is always some level of wear and tear when using furniture. Will I still be penalized in this case?

We know that there is a certain level of wear and tear that occurs with furniture usage, like washable spots, dust, and faint scratches. This applies to all materials except leather. In cases where the damage is more severe, you will be charged the cost of repairing the item. That’s why CasaOne offers you the Furniture Protection Plan to cover your rented furniture from accidental damage. Damages caused by mishandling of the furniture and/or moving it without CasaOne's prior consent will not be covered under the plan. If you haven’t opted for the FPP, write to us at support@casaone.com and we’ll get in touch with you.

I opted for the Furniture Protection Plan when I placed my order. Should I be concerned about any damage to my furniture?

You won’t be charged for any damages in this situation. The 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 CasaOne's prior consent will not be covered under the Plan. If you have any further questions, please feel free to reach out to us at support@casaone.com.

I already have my renter’s insurance. Will it cover the furniture I rent from CasaOne?

While property insurance is required that will cover the replacement value of the items, renter’s insurance cannot be used to cover damage charges. However, you can subscribe to a Furniture Protection Plan to get coverage against damage on furniture you rent for a small monthly fee.

What is the Furniture Protection Plan?

The Furniture Protection Plan (FPP) covers your rented furniture from accidental damage caused by regular use of the furniture.

How does the claim process work?

In case of accidental damage, call +1 323-984-7534 or send an email to support@casaone.com with details and pictures of the damage. We will ask for photographs and evaluate the claim, and determine the best course of action. If your claim is validated, CasaOne may choose to repair or replace the product covered by the FPP plan. In cases where the team discovers damage(s) to the furniture at the end of the rental term during pickup, CasaOne will inform you over an e-mail and validate the cause. If we determine that the damage is covered by the Furniture Protection Plan, you will 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 the cart. The Furniture Protection Plan is 15% of your monthly rental fees for items that are covered by the plan. Verify the final monthly amount. Proceed to check out and pay.
Please note that the FPP cannot be added to your order post delivery.

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

The Furniture Protection Plan is a monthly agreement that automatically renews each month at CasaOne’s sole discretion during your lease. You may choose to cancel the FPP plan at any time. Fees may apply. Please read our Terms and Conditions for details. All cancellations are final.

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. Below are the full details of what the plan covers:

The FPP provides the following coverage for furniture products:
(a) All accidental damage caused by regular use of the furniture;
(b) Breakage caused by regular use of the furniture;
(c) All accidental stains and dirt attributed to a single occurrence (excluding accumulation defined as a gradual build-up of dirt, dust, body oils and perspiration);
(d) Accidental scratches, gouges, chips or dents that penetrate the topcoat of hard surface finishes;
(e) Superficial scratches and stains caused by pet hair, fur or fluids that can be attributed to a single occurrence (excluding accumulation defined as a gradual build-up of dirt, dust, body oils and perspiration);
(f) Water or beverage marks or rings;
(g) Failure of integral electrical components;
(h) Lifting or incident-specific chipping of veneers or laminates exposing the substrate; and
(i) Checking, cracking, bubbling or peeling of finish caused by a specific incident

The FPP plan provides the following coverage for fitness equipment products: (a) All accidental stains attributed to a single occurrence (excluding accumulation defined as a gradual build-up of dirt, dust, body oils and perspiration; and
(b) Accidental scratches, gouges, chips or dents that penetrate the topcoat of hard surface finishes.

Are there coverage limits to the FPP plan?

You may receive only one (1) FPP service visit to provide services for Your Covered Product(s) per billing period. Please read our  Terms and Conditions for details.

Is my rented television covered under the Plan?

The Furniture Protection Plan does not cover any televisions, monitors, keyboards, or other appliances. Please read our Terms and Conditions for details.

How much do I need to pay for the Furniture Protection Plan?

The subscription fee for the Furniture Protection Plan is 15% of the monthly rental for items that are covered by the plan. You will be charged this fee each month in addition to your monthly rental fee, plus tax. If your order is modified at any point during the rental term, the fee towards the Plan will be updated to reflect the modified monthly rental. If you opt to pay upfront for your entire rental duration, the monthly FPP charges will be aggregated and you will be charged the entire amount upfront along with the monthly rental amount.

The Furniture Protection Plan was updated on November 26, 2020.
Does CasaOne run a credit check?

In order to provide the best experience for 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.

To make this a lot easier (and rewarding) for you, we provide the option for you to get pre-approved now so you can enjoy the following benefits:

  • Skip the credit check process later
  • Get furniture delivered quickly
  • Once you pre-qualify, you will receive $25 in your CasaOne wallet that you can instantly apply at checkout
Click on this link to get pre-qualified: https://www.casaone.com/pre-qualify

Once you place an order, we may require some additional documents from you to complete the process. Please note that you can schedule a delivery only after your credit check is completed and approved. We suggest that you share these documents with us at the earliest!

Please note that if you haven't been approved, you won't be able to schedule your delivery and there is a chance the inventory you ordered may go out of stock.

Why does CasaOne run a Credit Check?

Just like a property manager renting out an apartment, we run a credit check to ensure our customers are in a financial position to make scheduled monthly rental payments.

How does this work?

You provide us with just a few pieces of information about yourself, and our system will determine the monthly rental amount and lease type that we think are the best fit for you.

Will this have an effect on my credit score?

We use Experian to run a soft credit check, which does NOT impact your credit score.

Is your system secure?

Yes, you don’t have to worry. Our systems follow the best security standards. Your information is fully encrypted and safe with us.

What is the quickest way to complete the credit check process?

Prequalify yourself! You can submit your information and get an answer on your qualification before you place your order! You can prequalify by following this link: https://www.casaone.com/pre-qualify.

What is prequalification?

Our Prequalification Application provides customers with a conditionally approved maximum monthly rental limit. Depending on your final order, we may ask for a couple pieces of additional information at checkout, but otherwise, you will be fully approved for the monthly rental amount associated with your order.

How long is the prequalification process?

It takes as little as 5 minutes to complete an application for prequalification.

How do I apply my prequalification discount?

Simply place your order! Your status will be saved on your account, and your wallet savings of $25 will be applied automatically.

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, which captures most short credit histories. If you do not have a VantageScore, don’t worry, we have alternative ways of evaluating your creditworthiness which may simply require additional documents to be submitted.

I received a request to provide documents that verify the information I provided. How do I upload them?
  • Check your inbox for an email with the subject line “ Follow up on your CasaOne Order XXX”.
  • Click on the ‘Complete Credit Application’ button to access the 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 are the acceptable documents I can upload to verify my income?
  • If you are a salaried employee or hourly worker, please upload a copy of your most recent pay stub.
  • If you do not have a pay stub because you are self-employed or a freelancer, you can upload a copy of your most recent 1099 Form and your most recent bank statement(s).
  • If your primary source of income is something else, you can upload a copy of your most recent bank statement to verify the account credits related to your source of income.
What is the best way for me to verify my personal cash balance?

If you hold most of your money in one account, you can easily link your bank account after checkout, if necessary. Alternatively, you’ll have the option to upload any of the following documents to the microsite accessed through the email you received with the subject “ Follow up on your CasaOne Order XXX”:

  • Checking, Savings or Trust Account
  • Brokerage Account, IRA, 401(k), or other Investment Account
  • Other documents may be considered on a case-by-case basis
*Statement closing date must less than 28 days before the date on which the document is uploaded

Why do you need my Photo ID?

We require valid photo identification to protect our customers against fraudulent transactions and identity theft. We want to make sure we provide our high-quality service to you and only you!

How do I provide my Photo ID?

If you hold most of your money in one account, you can easily link your bank account after checkout, if necessary. Alternatively, you’ll have the option to upload any of the following documents to the microsite accessed through the email you received with the subject “ Follow up on your CasaOne Order XXX”:

  • Check your inbox for an email with the subject line “ Follow up on your CasaOne Order #XXX”, and click on the ‘Upload Now’ button to access the microsite where you can upload your documents.
  • Please upload a copy of your government-issued photo ID (e.g. State Driver’s license, Passport, or another official state issued ID)
  • OBe sure that the photo or scanned copy of your identification is unobstructed and clearly legible.
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 documents do you accept as secondary forms of proof of my identity or address?

We may ask you to provide additional confirmation of your identity or current address, in which case we would accept any of the following documents that should contain your name and current address:

  • Paystub
  • Bank Statement
  • Tax Return
  • Cable, phone, gas, or electricity bill
  • Lease agreement
  • Automobile, homeowner's, or renter's insurance
  • Other loan or mortgage statements
  • Vehicle or voter registration
  • Government-issued photo ID

Why weren’t my documents accepted?

You can try again!

Here are some tips to ensure we can accept your documents:

  • Digital uploads must:
    1. Be entirely visible and legible, with no obstructions or missing pages
    2. Be in color
    3. Not be blurry
    4. Have minimal glare
    5. Be scanned or, if a photo is taken, square with the camera frame
  • File size must be 20 MB or less
  • Acceptable file types include PDF, JPG, JPEG, TIF, BMP, PNG, GIF
  • Ensure each file contains one document type. For instance, your Photo ID will be uploaded as one document, while your pay stub would be uploaded as a separate document.

Is there any way I can rent if I do not have the necessary documentation?

We offer a pay upfront option to customers we think are best suited to make all their rent payments upfront, allowing you to not worry about making regular payments over the rest of your term

How do I pay upfront?

When checking out, you’ll have the option to select monthly payment or pay upfront. If you originally selected monthly payments and later decide to pay upfront, just email us at support@casaone.com and we will handle it for you. We will send you all the necessary invoices and receipts upon the completion of the charge. It’s as simple as that!

What is covered when I pay upfront?

Included in upfront payments are the remaining monthly due amounts, and, as applicable, the Furniture Protection Plan, Assembly Fee, Early Termination Protection, as well as any taxes.

What is CasaOne’s relocation policy?

If you’re looking at moving to another location during the course of your rental term, CasaOne will move your rented items for you, for an additional fee. We can only move your items if your new zip code falls under our serviceable zones. You will receive a new lease agreement from us when you move to a new location. If you’re looking to move to a location that does not fall under our serviceable zones, please reach out to us at support@casaone.com.

How much does a relocation cost?

Relocations require CasaOne to perform both a delivery and pickup within the same day. We do this for a flat fee of $299 for up to 10 pieces of furniture. Each additional item is $20 per piece.

Can I hire a third-party moving service to relocate my CasaOne furniture for me?

No, CasaOne must perform the relocation to ensure the protection and proper installation of the furniture.

Will my billing cycle change if I move locations?

For any existing subscriptions with CasaOne, there will be no change to the monthly billing cycle.

Can I extend my term if I’m moving to a new location?

Yes, you can extend your rental term if you’re moving to a new location and you will receive a new lease agreement from us when you do so.

Can I add furniture to my order when I move to another location?

To add more items, you can place a new order with CasaOne and we will be able to deliver these items to your new address. Please note that we will not be able to swap items that are a part of your current subscription.

Can I remove items from my order when I’m moving to another location?

If you’d like CasaOne to take some of your items off your hands when conducting a relocation, we can absolutely do that. Just note that items cannot be removed from your lease agreement and monthly payments will continue at the same rate listed in your lease agreement.

Where do you operate?

CasaOne currently operates in Los Angeles, Las Vegas, New York, New Jersey, Philadelphia, Connecticut, San Diego, the DC Metro Area, and the SF Bay Area.

We do operate in markets outside of those listed on our website, working with third party delivery partners to fulfil these orders. Write to us at sales@casaone.com to learn more about our offerings.

What happens if my rented furniture gets damaged?

Our Furniture Protection Plan (FPP) covers specific items from accidental damage caused by regular use. This includes dirt, scratches, and dents that are inevitable when you have people trooping through the house all day. However, do note that the FPP doesn’t cover any damages incurred while moving the furniture around without CasaOne’s prior consent.

I need to move my furniture from one unit to another, can you help with that?

CasaOne does not permit the moving of rental furniture. We are happy to move furniture for you, for a minimal logistics fee.

Do you take bulk orders?

Yes, we do. Please reach out to us at support@casaone.com to learn more.

Do you provide design services?

Yes we do! Our designers will help you plan your space, choose furniture, and create 2D and 3D visualizations so you can see what looks good. Write to sales@casaone.com for more details.

How are the design services priced?

2D designs start at $29 and 3D designs start at $49.

Do you have dedicated account managers for businesses?

Yes. You’ll work with one account manager throughout the process

How long do you take to deliver?

Delivery for business orders takes 2-3 weeks on average.

Do you have a staging program for businesses?

Absolutely. We also help you stage your space to bring in more residents.

How does the credit check process work for businesses?

We’ll send you a  link to our online credit check form. When you click on the link, you’ll be asked to create an account if you haven’t signed up with us already. CasaOne requires specific information about the business like type of funding, existing liability, and so on. We will also ask for personal information about the individual applying for the credit check and financial information about the company. You can connect to your official bank account or choose to upload financial documents such as bank statements and tax return statements. In some cases we may need additional information to complete the credit check and your account manager will work with you to collect the required documents. Once this information is received, we take 24-48 hours to confirm the status of your credit check.

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

Yes, absolutely. CasaOne works with stagers across the SF Bay Area, Los Angeles, Las Vegas, New York, New Jersey, the DC Metro Area, Philadelphia, Connecticut, and San Diego. Please note that the website terms and conditions are for residential/individual use and not for commercial use.

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. 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. pickup times can vary between 3-6 business days. Please note that you will still be liable for the monthly rental amounts for the entire duration of your rental term. You can also opt for Early Termination Protection (ETP) as an add-on service where you can simply end your subscription early without paying for the entire term. Please note that you can’t opt for ETP if you decide to pay the total amount upfront.

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

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