FAQs

About the Ordering Process
  • We recommend a site visit to the client’s residence – when ever possible – prior to placing your order is recommended.
  • Look for any obstruction, measure the width and height of door frames, stairways, hallways, elevator.
  • Our standard package includes 10 basic items, based on your clients’ needs and space, you can adjust the items you know will fit in the residence.
  • In addition to our standard package, you can to add additional items to the standard order and/or add multiple items of the same product. (purple box on the order form).
  • You can add items such as bed, bookshelf, desk, extra lamp, dining chair or dresser to complement the standard package,
  • All client information is treated with strict confidentiality
About the Delivery Process
  • The deliveries to all cities in Santa Clara County is included in the basic package, extra charge of $50 applies for deliveries to Morgan Hill, San Martin and Gilroy.
  • We also deliver to Redwood City in San Mateo County, for the same extra charge of $50.
  • Your client will be called three times, once we receive the completed order:
    1. To schedule the delivery date (by BAFB office staff)
    2. To confirm the delivery date, one or two days before the agreed upon delivery date (by BAFB office staff)
      Client will be given an appointment time frame which is set the day before the delivery based on that day’s truck route
    3. To let the client know the delivery is on its way, and has left the previous stop (by BAFB driver)
  • If your client is unable to maintain their commitment to accept the furniture on the scheduled date, we request a 48 hour cancellation notice whenever possible so we can prevent us from loading the truck with items that will remain undelivered, when the space on the truck could have been used for items to be delivered another family in need.
  • Messages left on the office voice mail after work hours, the day before the delivery will be considered no-show, as the truck would have already been loaded, locked and ready to go first thing in the morning with client’s order
    If the client is a no-show at the time of the confirmed and agreed delivery date, we request a $125 fee to help re-cover the operational costs incurred
  • For safety reasons, our warehouse is not open to the public. Although we do offer accompanied tours of our warehouse to all case managers and social service workers. (Call our office to schedule your group).
How-To Complete the FRF?

We recommend letting the Case Managers complete the forms themselves as they know their own clients needs

  • TOP LEFT – INFORMATION ABOUT THE CLIENT:
    • Complete ALL sections
    • Make sure you accurately enter:
      • the delivery address,
      • the building and apartment numbers (when applicable)
      • and phone numbers for the client
    • Select the correct size of the client’s logging:
      • SRO (this is a Single Room Occupancy) where the client rents a room in an apartment or in a house)
      • Studio
      • 1, 2, 3, 4 bedrooms, and
      • Other (used when garage has been converted, or for tiny houses)
    • Complete
      • Primary Reason for Referral
      • Status
      • Total Household members
      • Client’s gender and
      • Client’s Ethnicity
  • BOTTOM LEFT – INFORMATION ABOUT THE AGENCY:
    • Complete ALL sections
      • Include address of agency
      • Provide office, cell numbers and email address of the client’s case manager
      • The form should be signed by the person with approval authority for order payment
      • The form should only be signed by the client upon delivery.
  • TOP RIGHT – ITEMS REQUESTED BY CASE WORKER:
    • For multiple clients, moving into the same residence
      • If you have multiple clients or multiple families moving in the same house, it is important to complete a form for each client and most importantly submit the forms together, with an email note indicating that these xnumber of clients will move in the same residence in xnumber of rooms, as we deliver only the furniture that will fit in the residence or client’s designated room.
      • By doing so, you will help us serve your clients better, prevent us from loading the truck of unnecessary items, giving us the opportunity to load and deliver to other families in need.  Additionally, if we know that these clients will live in the same residence, we can make sure the items complement each other.
    • The Orange Box, contains items included in the Basic Package.
      • Select only the items you know will fit in your client’s place
      • The Purple Box, contains additional items that could be added at a cost to the basic package
      • Add $50 if the order is to be delivered to Gilroy, San Martin, Morgan Hill or San Mateo County
      • The Green Box, contains information about the payment for this order: Check the box if your agency will be covering the entire cost.
      • Check that the total $ amount matches the items requested
      • If your numbers don’t automatically update, either:
        1. You received the FRF as an attachment from someone else
        2. You did not “enable editing” when you opened the file
          The Solution?  Download the Excel file again
      • Let us know who will be paying for the order
  • BOTTOM RIGHT
    • This section is ONLY to be used if you are serving VASH AND CCP CLIENTS
How-To Submit the FRF?
  • Send the completed form to:
  • If you have any questions regarding how to complete this form, please contact the BAFB. Our staff will be happy to assist you.
What Happens after Submitting the Form?
  • If the form is incomplete, you will be contacted via phone so that we can gather the missing information
  • If the form is complete, BAFB will call the client to schedule the delivery
  • If you do not receive an email from our office within 48-hours, please contact us
About Scheduling the Deliveries

CoViD-19 is disrupting our normal schedule.

Under normal circumstances: our 

  • Frequency: Deliveries are scheduled Tuesday, Thursday, Friday and Saturday as the workload demands
  • Time frame: We deliver almost always within 5 working days. If an order is received on a Monday or Tuesday, we will do everything possible to deliver the same week
  • Orders received on Wednesday and Thursday may also be scheduled for the same week delivery – workload permitting
  • Your client will be called 3 times:
    • 1. BAFB Office (650-969-2100) will c all to schedule the delivery date
    • 2. BABF Office (650-969-2100) will call within 48 hours of the set delivery date to confirm the delivery date.
      Client will be given an appointment time frame which is set the day before the delivery based on that day’s truck route
    • 3. BAFB Driver will call with estimated time of arrival 
  • Receiving the furniture: Client will need to sign for the deliver, as this signature will become our proof of delivery
    • If unable to be there, clients could have a designated person to receive and sign for the furniture on their behalf. Client will need to provide BAFB with their names and phone number so that BAFB can call them to confirm their availability. The driver will also call this person with an estimated time of arrival
    • If your client doesn’t have anyone to be on the premises to receive the furniture, client can assign their landlord, property manager or even case worker to receive the delivery
    • If your client needs to cancel the order, client/and or case worker are expected to call the office 650-969-2100 to cancel the order within 48 hours. Client should not call the driver to cancel or reschedule an order.
    • If your client is unable to maintain their commitment to accept the furniture on the scheduled date, we request a 48-hour cancellation notice whenever possible so we can prevent us from loading the truck with items that will remain undelivered, when the space on the truck could have been used for items to be delivered another family in need
    • Messages left on the office voice mail after work hours, the day before the delivery will be considered no-show, as the truck would have already been loaded, locked and ready to go first thing in the morning with client’s order
    • If the client is a no-show at the time of the confirmed and agreed delivery date, the agency will be billed $125 fee to help re-cover the operational costs incurred
How-To Submit Payment?
  • The transaction fees are fixed amounts that help cover truck rentals to bring furniture into our warehouse, the driver, loaders, and delivery inside the client’s residence
  • When agencies pay the transaction fees, the options are:
    • Pay online, using our online credit card process page: https://bayareafurniturebank.org/donate-funds/.
      For all online transactions, we ask that you indicate the name of the client using the “add special instructions to the seller” feature located right under the amount you are paying, or
    • If you send a check, the payment should be made payable to Bay Area Furniture Bank and mailed to: PO Box 61042, Sunnyvale, CA 94088. For accurate processing, please indicate on the note line of the check, the name(s) of the furniture recipient(s)
  • When the client is asked to pay the transaction fees, only cash or a money order are the acceptable methods of payment accepted at time of delivery