For questions concerning your order, please call us toll free at (800)598-5816, email firstname.lastname@example.org, or use our contact us form.
Shipping Information and Taxes
To help simplify the online ordering process, we price all items with free shipping with standard ground service. Most of our products will ship via UPS or FedEx. However, some furniture is large and has to be shipped/delivered by a truck with a lift gate or by a freight truck. Every product that we ship is insured to cover any damages that may occur in transit. Orders shipped outside the state of Illinois will not be charged tax. Free shipping is only for the lower 48 states, shipping to Hawaii and Alaska will be charged additional shipping fees.
Orders that have shipped are not allowed to be canceled for any reason. Orders may only be cancelled within 3 business days of placing your order or be subject to a 20% cancellation fee on custom made furniture. Most of our furniture is custom made at the time of the order and the manufacturer will charge a re-stocking fee once the order goes into production. Refused orders that have shipped are subject to shipping fees and 20% restocking fees.
Please inspect all deliveries and note any damage on the delivery receipt. If for any reason your products arrive damaged, we will rapidly respond to satisfy any complications. All products that we ship are insured. If you experience products that are damaged upon arrival, please contact us via email email@example.com or call us (800)598-5816. In order to insure a rapid response sometimes it is helpful to take pictures of the damage and email the pictures to firstname.lastname@example.org. Damages to shipped items must be noted on the proof of delivery/receipt. If the product is refused and damage is noted on the proof of delivery, we will work to get a replacement product. If you don't accept a replacement product and you cancel your order you will be subject to a cancellation fee. All damaged products must be claimed within 72 hours of delivery.
Concealed Damage (damage noticed after un-boxing)
If you received an item with Concealed Damage, please call the carrier immediately to report the issue and contact us at email@example.com or by phone (800)598-5816. Please email us pictures immediately of the damage to firstname.lastname@example.org and specify your order number in the subject line. Once we receive the pictures of the damage, we will start a claim to get the issue resolved.
When your order ships from the warehouse, you will receive an order update email letting you know your order has shipped. Small items are shipped with UPS and Fedex. Large furniture items are shipped by truck freight, also known as LTL Carriers. If your order ships with an LTL Carrier, you will receive a tracking email that will specify the carrier website and PRO/Tracking number. Once your order arrives in the nearest destination terminal, a person will contact you to schedule a 4 hour delivery window. White Glove delivery is also available for most items. Please contact us for more information.
Only items that are in their originally packaging and have not been used are eligible for returns. If you wish to return an order, the customer is responsible for the return shipping charges and a 20% Restocking Fee. Replacement cushions are not returnable.
To return your purchase within 14 days of receipt please follow the following steps:
- Email email@example.com with the subject of the email “Product Return”. Please include your full name, order number, and the product(s) you plan to return. Or call (800)598-5816 to request an RMA.
When Will My Order Ship?
- All returned products must be in original condition and packaging. If products are not in original condition or packaging additional charges may apply.
- Please email the tracking number to firstname.lastname@example.org to insure prompt service for your refund.
- We are not responsible for refunds on shipping and handling charges, unless it is an error on our behalf.
Every product page states the estimated time for when an item will ship. Most of our products are custom made at the time of the order and require 3-5 weeks for production before an item ships. The estimated ship dates are based on the production of each manufacturer and can fluctuate during peak ordering seasons. If an item has abnormal production times, we will notify you via email and/or phone to explain the situation.