Credit Cards - Visa, MasterCard, American Express, and Discover.
Personal Checks, Cashier's Checks, and Money Orders - Please print your confirmation e-mail and send it with your payment to:
The Furniture Loft 2864 Chamberlain Ave SE Grand Rapids, MI 49508
Note: To protect against fraud, orders paid for with a personal check, money order, or cashiers check will remain on hold for a number of days to allow for the check to clear. Orders placed with credit cards will be processed immediately.
Order Confirmation After your order is completed, you will automatically be sent an "Order Confirmation" email to the email address you entered during checkout. This email is your receipt. We encourage you to review the order and advise us of any mistakes so that we can make any needed changes. If you do not receive an "Order Confirmation" email from us within a few hours of placing your order, please contact us by phone or email. Be sure to include your email address and order number.
Can I cancel my order? If you find that you need to cancel your order, please call us at 800-499-7334. We cannot cancel an order once it has shipped from the warehouse. Therefore the sooner you call the better the chance of catching the order in time. If your order has already shipped, you will need to return the item. Please see our return policy for details.
Special Order Products Many of our products are made-to-order, or can be ordered in special order colors. They will be clearly marked on the order with either (90-Days) or Special Order. These items typically have a lead time of 90-days. 50% of the total amount due is processed upon ordering, with the remaining amount due prior to shipping. Special order items cannot be cancelled, refunded, or returned. Products will be made in a non-stock color, option, or model specifically for the customer, therefore cannot be easily re-sold.
Special Orders - Regarding Delays The customer agrees not to hold The Furniture Loft responsible for vendor production, shipping, or other delays. Every effort will be made to ship the products as soon as possible, notifications of delays will be made to the customer when available. On special order or made-to-order products delays of 2-4 weeks can occur for above reasons. Customer agrees a delay does not constitute a right to refund or cancel.
How will my order ship?
We will ship your order using the quickest, and most reliable transportation possible. We have strong relationships with some of the best delivery companies. Every product we sell has been carefully selected to ship by a particular shipping method in order to provide you with an easy delivery experience.
After your order ships, we will notify you via email. Included in your email will be a link to our website, where you can view the tracking number for your shipment. You will then be able to track your order on the carrier's website, or on the phone with them. Most delivery companies can provide an estimated delivery date. Be sure to contact us if anything seems unusual with your shipment.
We use three methods of shipment depending on the item(s) you order: Small Package Whenever possible we will ship smaller, lighter items via FEDEX or UPS. These carriers accept boxes up to approx. 75lbs, or a 30 inch cube. We do not require an in person signature for small package deliveries, however we encourage our customers to accept their deliveries in person whenever possible. If you would like an item left at your doorstep (or back porch, etc), simply sign the door tag which was left, and indicate you agree to have the item(s) left and to be responsible for any loss that could occur.
note: if you were to order multiple items (ie. 5 or more bar stools) we would ship that order via Truck Freight, even though a single item could be sent with a Small Package carrier. This helps to make sure all of your items arrive together, rather than spread out over a few days.
Truck Freight - Curbside Many items we sell are too large or heavy to ship using a Small Package carrier, so we use standard Truck Freight. The main difference between Truck Freight and Small Package delivery is that you will be responsible for taking the product from the curbside into your location. Additionally you will be contacted by the carrier to schedule a delivery appointment. Most companies offer appointment windows (usually 2-4 hours) between 8am and 5pm, Monday through Friday. If you are ordering a large item, please keep in mind that you might need a couple of people to help unload it. For liability reasons, the truck driver cannot assist you other than taking the product down from the truck.
White Glove Inside For inside deliveries, we provide a white glove service option. This includes a two-man delivery team, who will bring the item inside your location to the room you choose. This service includes carrying the product up two flights of stairs from the building threshold (4-15 steps = 1 flight). Once the product is in the room you desire, the delivery team will unpack the product and provide light setup that requires basic tools (screwdriver, bolts, etc), with a time frame of 15 minutes. The delivery team will also remove and dispose of all packaging.
White Glove Tracking We
will send your order via Truck Freight to a local white glove agent who
services your area. When your order arrives at the agent, you will be
contacted to schedule a delivery appointment. The appointment is
typically a 2- to 5-hour window, Monday through Friday during regular
business hours. We encourage you to ask for the delivery team to call
you 30 minutes ahead of time, so you will know when to expect them.
White Glove Inspection Since white glove delivery takes place inside your home or office, we ask that you take a special note to inspect the products at the following points:
- Before Unpacking: Make notations of exterior damage which is visible on the product cartons or packaging prior to signing. - After Unpacking: Inspect the product immediately after the packaging is removed but before leg or other assembly is performed. - After Assembly: Make a final inspection after all assembly of legs (and/or other components) have been completed by the delivery crew.
All Deliveries - Inspecting your Products during Delivery Regardless of the delivery method, the most important thing to remember when receiving your items is that you must inspect the package(s) at the time of delivery. If the box has any damage, or if there is any reason for you to be at all concerned about damage, please write "PACKAGE DAMAGED" clearly on the paperwork that they ask you to sign. This insures that if there is any damage, it will be easy for us to take care of the problem. We will not be responsible for damage not noted on the delivery paperwork or found after signing which is deemed to be transit related, as these notations are required for us to seek compensation from the delivery company.
How Do I Return My Order? You may return your purchase for any reason within 30 days of delivery for an exchange or a refund of the purchase price excluding our shipping costs. Our items do come with free standard shipping, so please be aware that if you return one of these products our actual outbound shipping costs will be deducted from your refund. You can see the actual shipping cost on each product page.
1 - Have a stock item in original condition, including all original packaging. 2 - Contact us for a return authorization (RMA). 3 - Re-package and ship the item back to us, paying the cost of return shipping. (we can arrange for pickup if needed) 4 - Wait while the item is received and inspected. 5 - Receive a full refund less the outbound shipping cost. (see shipping cost on each product page)
What if my items arrived damaged? If a product arrives damaged, defective, or if we made an mistake, we will correct the situation at no cost to you. Sometimes parts will be sent, other times we will pay to return the item to us and send a replacement to you. We pride ourselves on providing a no-cost remedy to any damage or mistakes made so that you will have exactly what you ordered, however; if you decide you do not want parts or a replacement, the item can be returned under our standard return policy, including costs involved.
note: in order to be covered in the event of transit related damages, its necessary that the inspection instructions were followed.
Shipping Damages The need to refuse a delivery is extremely rare. Before attempting to refuse any product understand do the following.
a. Only completely and utterly destroyed product (i.e.. item is crushed or broken) should be refused. Customer agrees that rejecting a shipment without completely un-repairable damage or major un-usable defect is not permitted and does not constitute a refund or return. Refusal of goods without authorization does not entitle the customer to any refund or compensation and will likely result in re-delivery or other transit related fees as most minor problems can be repaired or replaced in part. Should only part of the shipment need to be refused, the rest of the shipment must be signed for, or be subject to re-delivery fees.
b. Problems or Questions? Contact The Furniture Loft Immediately. (1-800-499-7334) Before refusing any product the customer agrees to call The Furniture Loft for return authorization (should a representative be un-reachable, we encourage the customer to sign for the goods, but make explicit notations of any problems). We strongly encourage a customer with a question during delivery to call us for appropriate directions.
c. Customer Protection is Guaranteed. The customer will never have to accept damaged or defective merchandise in the long term. Signing for damaged products in the short term does not remove the responsibility of the carrier and/or The Furniture Loft from replacing or repair goods, as long as proper descriptions are written on the delivery paperwork (see above). Accepting and notating problems is almost always preferred to rejecting product. It is much easier for The Furniture Loft to have inspectors inspect the product at customer's home, rather than risking further transit on a carriers vehicle without proper packaging (as it has often been removed in the home). Accepting a damaged product with written exception often helps to protect the customer (and product) better than refusing a product which the customer has found a problem with. In many cases the customer is allowed to keep an item with minor damage while a new product is being made, rejecting the product therefore does not serve the customer's best interests.
d. Unwarranted/Unauthorized Rejection Results in Fees. Customer is responsible to re-obtain the product at their cost from the carrier or vendor warehouse should a un-authorized rejection or return be forced upon the carrier by refusal to sign for goods. Customer agrees to be responsible for additional freight and handling charges that will apply for refusal of goods.
e. Replacement Goods In the rare event of transit damage The Furniture Loft agrees to file all claims on the customer's behalf providing the above steps were followed ( see above: Delivery Appointment, Shipping Damage, Refusal Conditions) New merchandise will be provided and shipped to the customer at no charge. Customer agrees that special order products or stock products which may be in a back-order status will have a production wait time to be produced and shipped (up to 90 days). Customer agrees to wait for replacement products and waives any right to a refund or return.
f. Additional Fees Customer authorizes any fees assessed (mentioned above relating to missed appointments and unwarranted refusal) to be charged on the credit card on file without further notice. Should the costs due be unable to be charged on the credit card on file, the customer agrees to make payment within 7 days via money order or cashiers check, or be subject to a collection agency.
Warranty All products are warranted against manufacturing defects for one year from date the goods arrive to the customer. Warranty is only activated after that all shipment notation/reporting responsibilities are followed by the customer (see above) , bill of lading (delivery paperwork) is signed.
We do not warrant against normal wear and tear, or damage due to customer accident or misuse. Natural variations in products made in whole or in part of natural materials, such as leather, fabric, wood, or stone, are not considered defects. The appearance may vary in natural, stained or dyed wood surfaces; in painted wood or metal surfaces, and in furniture coverings (leather, fabric, etc) which can be from different dye lots. Minor variations in stitching in upholstery products are considered normal. Neither wood, leather, metal nor fabric products are suitable for outdoor use, unless expressly specified. Leather and fabric are subject to natural wear and may discolor, fade, tear, stain, stretch, wrinkle or shrink. Wood and metal may stain, scratch, chip or fade or darken. The customer must exercise proper care to minimize any such damage.
Warranty claims must be presented to us in writing (or e-mail) with photographic proof, so that we may properly address your claim. Our responsibility is limited to reasonable repair of the product, or to replacement if the product cannot reasonably be repaired. We reserve the right to deny any warranty claim if we find the nature of the damage to be normal wear and tear, or excessive and/or abusive use.
Should a warranty claim be accepted and a replacement is necessary, The Furniture Loft will provide a new product and cover all transit related costs. Customer agrees to take the time necessary to make a pickup appointment should goods need to be returned. Customer agrees that special order products, custom built products or stock products which may be in a back-order status will have a production wait time to be produced and shipped (up to 90 days) even for replacement orders. Customer agrees to wait for replacement products and waives any right to a refund or return.
TO THE EXTENT ALLOWED BY LAW, ANY IMPLIED WARRANTIES -- INCLUDING ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE -- ARE LIMITED IN DURATION TO THE DURATION OF THESE WRITTEN WARRANTIES. WE SHALL NOT BE LIABLE FOR LOSS OF TIME, INCONVENIENCE, COMMERCIAL LOSS, OR INCIDENTAL OR CONSEQUENTIAL DAMAGES.
Dispute Resolution Policy – Michigan Choice of Law and Venue The Furniture Loft's office site is located in Grand Rapids, Michigan. The Furniture Loft is incorporated in the State of Michigan. By purchasing merchandise from The Furniture Loft the customer agrees that Michigan law will apply to any dispute or claim, and any legal claim for damages and/or injunctive relief must be filed in Kent County, Michigan.
Copyright 2009 - The Furniture Loft , All Right Reserved An Ideal Creations Company, Inc.
