RECEIVING AND SHIPPING POLICIES

 UNFINISHED & FINISHED FURNITURE 

LEAD TIMES

Our furniture is built-to-order, and can take approximately 4 to 6 weeks to produce.

SHIPPING INFORMATION

 The furniture is generally shipped on pallets via a commercial freight carrier. One of the following methods of shipping will be used depending on the size of your order and will be at the sole discretion of the shipper.

a)      TERMINAL DELIVERY – The order is shipped to the carrier’s nearest terminal. The carrier will contact you via telephone when the order arrives; you must make arrangements with the terminal to pick up the order within 3 days.

b)       RESIDENTIAL DELIVERY – The order is delivered to your residence after a call from the carrier to arrange the day and time. You must accept the delivery within 3 days of notice by the carrier, and must be available during  carrier’s delivery times; the carrier will not work around the consignee’s schedule. The shipment will be delivered to the curb or driveway.

 ** NOTE:  In special circumstances, a small order can be shipped via UPS. If this is the case, there is no call  or pre-delivery arrangements. UPS will attempt delivery 3 times; each time they will leave a slip. If you know you will not be available during their hours, you can contact them and arrange to pick up the order at their terminal.

**NOTE:  It is recommended that the shipping address provided be an occupied residence or business, to avoid complications.  

 

RECEIVING/INSPECTION
For COMMERCIAL  FREIGHT deliveries, you must carefully inspect the order for the following:
  1. Visible Damage/Piece Count
  • Before signing the Bill of Lading (BOL), count each piece to verify that you have received the number of pieces listed on the BOL.  If the number of items does not match the BOL, note the missing items on the delivery receipt. Missing items may not be able to be replaced free of charge if they are not noted at the time of delivery.
  • Perform a surface inspection of the order, note any visible damage to the packaging.  If you see damage, do not sign the BOL until you have opened the packaging and inspected the items in the damaged packaging.  Then note any damage on the delivery receipt.
2.   Concealed Damage
  • You must unwrap and fully inspect each piece for concealed damage within 7 days of the delivery.
  • If any concealed damage is found, note each item number and a brief description of the damage. Report that damage within 7 days of delivery.
UPS Deliveries : We are aware that UPS does leave deliveries without a signature.  However, UPS has strict claim reporting procedures, which you are required to follow exactly, in order to receive compensation for missing or damaged items.  When you are available for delivery, do the following:
  1. Visible Damage / Piece Count:
  • Before signing the delivery receipt, count each piece delivered, to make sure the number of items delivered, matches the number on the delivery receipt.
  • If the number of items does not match the delivery receipt, have the driver note the missing items.  Missing items will only be replaced free of charge, when they are noted at the time of delivery. Report this immediately.
  • Perform a surface inspection of each package.  If there is damage to the packaging, have the driver note it on the delivery receipt.   If possible, open the package and inspect the contents before accepting the package.  If any item is damaged, have the driver note the damage  on the delivery receipt. Report this immediately.
2.  Concealed Damage:
  • You must unwrap and fully inspect each piece for concealed damage.  If any concealed damage is found, note each item number that has damage and a brief description of the damage.
  • Report the damage immediately.
If UPS delivers and you are not available to accept the order, follow the steps above for concealed damage.

REPORTING MISSING ITEMS AND VISIBLE DAMAGE

 

You must fax a written report of the damage to 1-877-847-8552 or call 1-866-272-3176 for assistance. If the carrier was UPS Ground, you must notify us within 24 hours of delivery/pickup. You must also be sure to fax a written report to the carrier terminal (no written report is required for UPS Ground shipments). The contact number for the carrier is on your delivery receipt. Both reports should include:
 
  • Complete name, date and contact information
  • Date of deliver, name of carrier, PRO# or BOL#
  • Type of claim (i.e., concealed damage, visible damage, missing items)
  • Product item number and description of problem

 

REPORTING CONCEALED DAMAGED ITEMS
You have 7 days to report concealed damage.  Please follow the same method and include the same information as when reporting missing items.

Damaged items must be kept at delivery site for 45 days, for possible inspection by the carrier.

 

ORDER CHANGES
Any additions, corrections, or changes made to an order must be made via phone (866-272-3176) or fax (877-847-8552) within 24 hours of receipt of your order confirmation. Any changes requested after 24 hours may incur a $25.00 fee and/or we may be unable to accommodate the request.

CANCELLATION

Cancellation of your order may incur a cancellation fee of 10% of the order total, not to exceed $100.00. Any cancellation requests must be made via phone (866-272-3176) or fax (877-847-8552) within 24 hours of receipt of your order confirmation. Email cancellations will not be accepted. There are no cancellations allowed after 24 hours.