What If My Order Arrives Damaged or Defective?

In the rare case that your item(s) arrive in imperfect condition or with missing parts, please contact us within 30 days of delivery and in most cases replacements can be provided at no additional charge.

An item is considered damaged when it has dents, scratches, water spots, or evidence of mishandling or impact that are not part of the intended finish (some distressed finishes will have deliberate imperfections). When dealing with a damage or defect issue; photos are required. Photographs can be attached to your message and will assist us greatly when working with the manufacturer and /or carrier to ensure your request is resolved as quickly as possible.

Once your request has been reviewed, we will let you know what to do with the damaged item(s) in your possession. In some cases, our carrier may need to collect the item(s) for inspection. We apologize for any inconvenience that may be caused by the repackaging process that is required to ensure the retrieval is successful.

For orders shipped White Glove or Truck Freight:
If one or more of the items you purchased must be shipped using a freight carrier, please allow for additional time for purchase to arrive. This is generally because an item is too large, heavy, or fragile to reliably ship with a small package carrier like FedEx. In most areas the carrier can deliver during business hours Monday to Friday. Please note that delivery dates or hours may be restricted for customers living in remote areas.

In many cases but not all, someone will need to be home to accept and sign for the shipment at delivery. If signature is required, you will be contacted by the carrier to schedule a delivery appointment once your order arrives to the freight depot in your area. But if no signature is required, the item will be delivered to the first dry area or front door of the residence or business when it is safe to do so and will not include a delivery appointment, similar to ground shipping.

Please inspect the delivery once it has been received. If you notice any damages or shortages, please send us a message right away and we'll gladly assist you. If for some reason your order arrives significantly damaged, we recommend refusing delivery of the package and notifying us as early as possible. Providing us with photographs alongside your initial request, whether the shipment was accepted or refused, will greatly assist us with getting everything resolved for you as quickly as possible.

Note: It is important that the person who placed the order with COMPANY inspect the product(s) upon delivery as well as sign the delivery document. In some cases, we may ask you to take images of damages as this can greatly assist us in getting your order resolved promptly.

Warranty

All products sold by COMPANY are brand-new and backed by the applicable manufacturers' warranties. All warranties, if any, are provided by the manufacturer directly and not by COMPANY. Products are supported in accordance with the terms and conditions of each individual manufacturer and the terms and length of each warranty varies from manufacturer to manufacturer. This information is usually available within individual product descriptions.

Wrong Item Received

In the rare case that you receive an incorrect product, or it does not match the descriptions of what was ordered, please contact us within 30 days of delivery and in most cases replacements can be provided at no charge.

When dealing with an issue regarding the incorrect product, photos are required, both of the product and the packaging (to show the product description / SKU). Photographs can be attached to your message and will assist us greatly when working with the manufacturer to ensure your request is resolved as quickly as possible. If you have not unpacked the item, and the labelling on the outside clearly shows it is the incorrect item, you can simply send a photograph of the carton, you do not need to unpack the product in these cases.

Once your request has been resolved, we will let you know what to do with the incorrect item(s) in your possession. In some cases, our manufacturer may need to collect the item(s) for return. We apologize for any inconvenience that may be caused by the repackaging process that is required to ensure the retrieval is successful.

Item Received is the Wrong Color:

In the rare case that you receive your item and it does not match the exact color of what was ordered, please contact us within 30 days of delivery and in most cases replacements can be provided at no charge.

Please be advised that there are some rare cases where some shade variance may occur between the product image and what is received. There are a number of factors that can affect a color discrepancy with received item(s), and in these cases, the item would not fall under the incorrect product being received. Some examples of these include:

• Monitor settings (I.E. luminance, brightness, contrast, various other personal settings)
• As product photographs are taken under bright lights to be as detailed as possible there may be some shade variance when the items are placed in a room with dimmer lighting.

When dealing with an issue regarding the incorrect product, photos are required, both of the product and packaging (to show the product description / SKU). Photographs can be attached to your message and will assist us greatly when working with the manufacturer to ensure your request is resolved as quickly as possible. If you have not unpacked the item, and the labelling on the outside clearly shows it is the incorrect item / color option, you can simply send a photograph of the carton, you do not need to unpack the product in these cases.

Once your request has been resolved, we will let you know what to do with the incorrect item(s) in your possession. In some cases, our manufacturer may need to collect the item(s) for return. We apologize for any inconvenience that may be caused by the repackaging process that is required to ensure the retrieval is successful.

Listing Errors

COMPANY does our best to ensure that all listings are accurate and contain the most up to date information available. In rare cases where an item is listed with inaccurate details (such as pricing errors, incorrect product information or photographs, etc) COMPANY reserves the right to refuse, cancel or return any orders received prior to the details being corrected as necessary.

Whenever possible, COMPANY will honor orders received or work to find an acceptable solution. If it is determined that we must cancel the order, we do our best to cancel the order or shipment before delivery is completed in order to minimize inconveniences as much as possible. However, if delivery is completed, COMPANY may request the order be returned, donated or disposed of at their discretion on a case by case basis whether or not the order has been confirmed and / or charged. If your account has already been charged for the purchase and your order is canceled, COMPANY shall issue a credit to your account on file in the full amount you paid for the canceled item(s) within 2-4 business days, or following receipt of return when required.