Returns/Cancellations Policy Information
What is your return policy?
Since our products are well represented on this site, including dimensions, and will arrive at your door as it is shown in the photos, we cannot offer a full refund on items that are returned due to style issues. Also, since our products ship quickly, if you want to cancel the order you must do so as soon as possible, since the return policy will apply once the items have left our warehouse.
There is a 30% restocking fee for all returned items in addition to freight charges back to us. Please note, that if you have already unpacked the item, then wish to return it, it will be subject to inspection once we receive it, and you will be responsible for any damages. If there is damage, you will need to file a freight claim directly with the shipping company in order to recoup any losses.
The return policy does not apply to orders that are subjected to notated freight damage if reported within 48 hours of delivery. If your merchandise is damaged during shipping or is defective, we will immediately send you a replacement part at no cost to you, however, you must "Report Damage" within 48 hours of receiving the product. Also, any special freight charges, such as White Glove Delivery, are non-refundable.
What if I measured incorrectly and the furniture does not fit in my room?
It is your responsibility to correctly measure before placing your order. Dimensions are clearly indicated for each product on the website. All return policy fees would apply in this situation.
What if I don't like the way the furniture looks?
This is a style issue, and since our products are well-represented on the website, you would be responsible for all Return Policy fees as indicated on the website.
Can I return the furniture if there is damage?
If your furniture shipment is shows signs of damage at the time of delivery, please accept the shipment if it is only a box or two that is damaged, and make sure to note the damage on the bill of lading.
If your order is being delivered and most of the boxes show signs of damage, please refuse the delivery and notify us immediately.
If you discover damage after unpacking the furniture, please notify us using our "Report Damage" form. We will ask you to take digital pictures of the damaged pieces and send them to us for review.
Damage claims are handled on a case-by-case basis. We reserve the right to determine the best way to resolve the problem. This may be done by sending out a replacement part, the issuing of a credit, replacing the entire product itself, or simply sending out a touch up pen if applicable.
If we have offered a reasonable solution to satisfy the damage claim, but you would still rather return the furniture, then our return policy would apply.
What if I am not please with the quality of the furniture?
All of our products meet ASTM safety guidelines, so quality and safety are not issues. Any quality issues that arise are always related to a defective part, in which case we will replace that part.
If you still decide to return the furniture, all return policy fees would apply.
What will happen if I refuse to the accept the shipment?
Unless there is obvious damage to a majority of the boxes, you must either accept the shipment or pay all return policy fees. If the freight company makes several attempts to contact you in order to set up the delivery time, and you do not return their calls, you may also be responsible for storage fees if you do not make yourself available to receive the shipment in a timely manner.
If we have to ship the furniture back to our warehouse due to an inability to get in touch with you, you will also be responsible for all return policy fees.
What is the procedure to return the furniture?
If you haven't taken delivery of the furniture, you just need to inform us that you wish to cancel your order, and we will have the shipment returned to us. We will issue you a refund (minus all return policy fees) once the furniture has arrived at our warehouse.
If you have already unpacked the furniture, you will be responsible for disassembling it and repacking it securely, and we will arrange to have it picked up. In addition to the 30% restock fee and the freight cost to return the shipment, if the furniture arrives back at our warehouse damaged, you will be responsible for that loss, so your refund will be less. You will need to file a freight claim with the shipping company to recoup any damage claim losses.
How can I cancel my order?
You can either call or email us to cancel your order. Since we ship quickly, you will need to make the decision to cancel within 12 hours of placing your order. Once your shipment has left our warehouse, you will be responsible for any fees indicated in our return policy.
What happens if I cancel my order once the furniture has already shipped?
You will be responsible for any fees indicated by our return policy.
Why is your return policy so strict?
In many cases we are shipping the goods 1000 miles or more. In reality, returning goods of this size that distance would be logistically impossible and too costly to offer a full refund on non-damaged items, hence the 30% restocking fee plus return freight. No Internet furniture retailer can honestly offer a comprehensive return policy on non-damaged goods, yet many will claim to, then battle when it comes time to accept the return. As with everything else on our site, we have tried to be upfront and honest regarding our return policy.
It is recommended that you save the pallets, cartons, and packing material until after you set up the furniture and inspect for defect issues. Honesty, integrity, and quality are the values that we've built our business on. If you encounter a defect, rest assured that we will make it right at our cost.