Our excellent packaging and shipping experience reduces the chances of damage. However, any damages are covered by shipping insurance. If you receive damaged merchandise, we will strive to make the replacement process quick and easy. We are fortunate to have less than 2 in 100 damaged shipments and over 90% of those are minor issues which can be corrected right in your home by a qualified and experienced technician. We've developed practical solutions to handle problems if they do arise to ensure our customer's satisfaction and loyalty. If your shipment is damaged, follow the procedures below.
No Worry Freight Damage Protection
When the furniture arrives, please inspect it before you sign for it, especially if you notice damage to the packaging.
In the rare situation that your shipment is damaged please be sure to note it on the delivery paperwork. Please follow these 3 simple steps.
- It's insured, so don't worry.
- With the driver still present, call us at 1-888-689-2290 and we will help you determine if the damaged piece should be kept with you or sent back. Please do not make this decision before speaking to us.
- ANY DAMAGE MUST BE NOTED ON THE BILL OF LADING WHILE THE DELIVERY PERSONS ARE STILL PRESENT. Please write "PRODUCT DAMAGED' on the Bill of Lading. This is very important. This will insure that if there is any damage, it will be easy to take care of the problem.
Please DO NOT sign the bill of lading without noting damages.
Only damaged items may be refused. If the carton is obviously damaged, please refuse the shipment. If you refuse delivery, please notify us so that we can expect the return shipment. We will arrange for a replacement to be rushed out. We will take the quickest route to remedy the situation. Please keep all packaging for return shipment.
Concealed damage must be reported to us and the shipper within 24 hours of arrival. We can also dispatch a trained professional to touch up minor issues to factory new condition. Most delivery companies have a 48 hour window to report hidden damage so it is important that we follow their guidelines.
Please contact our Customer Support Staff at 1-888-689-2290 or via email at email@example.com to report damages.
If damage or defects are noticed AFTER the delivery is made, contact customer service within 24 hours so we may assist you. We will support the warranties as set forth by the manufacturer and will have merchandise repaired to factory new condition or reissue replacement immediately. We will make every effort to resolve any issues as quickly as possible. A Return Merchandise Authorization # is necessary. Please call 1-888-689-2290 and we will assist you.
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RETURN MERCHANDISE AUTHORIZATION - RMA# REQUEST
Please call Customer Service for a Return Merchandise Authorization- RMA# at 1-888-689-2290. RETURN AUTHORIZATION IS REQUIRED.
Items must be routed to the correct warehouse. Please note that you must have prior authorization in order for us to accept a return. Upon approval you will be given a RMA# (Return Authorization). All returns must be fully insured and in their original packaging with the RMA# clearly marked on the outside. Please repackage with care. Please call and we will assist you.
We ship items from multiple warehouses across the United States, therefore, it is important to contact us so that we can provide the correct return warehouse address.
We cannot accept returns of special order items, gift certificates, bulk orders, clearance items, or opened bedding and linens unless we are at fault. Upon return of the merchandise, we will reimburse you for the full merchandise value only, excluding shipping and handling costs unless the error was ours.
Returned merchandise must be sent to us prepaid and insured. We cannot accept freight collect items. Merchandise returned without a Return Merchandise Authorization # will be refused and no credit given.
Items must be returned in the original box and packing material. Please do not destroy boxes when opening. Shipping and handling costs are non refundable unless item was defective or damaged, so please note that if you are purchasing a product that has "Free Shipping" our actual costs will be deducted from your return refund. Please allow 2-3 weeks for credit or for exchange of product.
To return items for an exchange or refund please contact us by phone at 1-888-689-2290 for a RMA#. Call for return address. Items must be routed to the correct warehouse. For more information please see Cancellations and Return Policy. You can also email us at firstname.lastname@example.org
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