FURNITURE MART USA AND FURNITUREMART.COM – POLICIES
At Furniture Mart USA, our goal is to provide you with the best quality products and services. We’re committed to your satisfaction first and foremost and to fulfilling your home furnishing needs. Our knowledgeable staff is ready to address any questions or concerns to assure the best possible shopping experience for our customers.
Furniture Mart USA makes every effort to include accurate and up-to-date information on this web site. However, in the event merchandise is listed at an incorrect price or with incorrect information due to a typographical error, error in pricing or product information received from our suppliers, Furniture Mart USA shall have the right to refuse or cancel any orders placed for merchandise listed with incorrect information. Furniture Mart USA shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has been charged for purchases and your order is cancelled, Furniture Mart USA shall immediately issue a credit to your credit card account in the amount of the charge.
Once an order is placed with Furniture Mart USA, our process is to submit the order directly to the manufacturer on your behalf. This typically occurs immediately after the buyer places an order. Once this step has been completed Furniture Mart USA, and thus the buyer, become financially obligated to purchase the ordered merchandise from the manufacturer. All orders are not subject to cancellation, return or refund of payment(s) made.
On average, an order takes 7-21 business days and in some cases can take longer. Again, all orders are non-cancellable after they have been placed. Cancellation of an order after the order has been placed is subject to a 50% cancellation fee with a merchandise credit only. Merchandise credits are good for a period of six months only. Absolutely no refunds will be issued.
Special orders will be taken on selected merchandise; said orders are not subject to cancellation, return, or refund of payment(s) made. Payment in full is required at the time of the original transaction. Cancellation of any special order merchandise will result in a forfeit of all monies paid. Absolutely no refunds will be issued. Furniture Mart USA is in no way responsible for manufacturer delays in shipping said special order merchandise or non-delivery due to circumstances beyond our control. Any manufacturers shipping delay shall not alter or void this order.
Once buyer is notified that merchandise is in stock buyer will remove, or make arrangements to remove merchandise from our warehouse within 14 days of notification of the availability of merchandise. All merchandise not picked up or delivered within 14 days is subject to a 50% restocking charge. At the option of Furniture Mart USA, merchandise will be made available for sale and a merchandise credit issued to buyer. Merchandise credits are good for a period of six months only. Subsequent repurchase of said merchandise is subject to any price changes.
It is the policy of Furniture Mart USA to warranty all merchandise against manufactures defects in material and workmanship under normal household use for a period of 90 days following delivery or pick up of any merchandise. This warranty is non-transferable. Furniture Mart USA reserves the right to inspect & determine the cause on any and all claims of defects or damages. Furniture Mart USA assumes no responsibility for normal wear & tear, or any damages caused by customer abuse or misuses during the guarantee period. Furniture Mart USA will provide service to repair any such defects & restore goods to merchantable condition. THERE WILL BE NO EXCHANGES. Necessary service will be performed at the discretion of Furniture Mart USA, either in the customer’s home or in our shop or in rare cases merchandise may have to be returned to the manufacturer’s factory for repair depending on the nature of the necessary repairs. Customer shall be responsible for paying for all charges for repairs and transportation if not covered by warranty. We regret we cannot warranty fabric, however some manufacturers will guarantee fabric under certain conditions. Any order marked “AS IS” or “FLOOR SAMPLE” will be excepted from any warranty at the option of Furniture Mart USA. Furniture Mart USA will not be responsible for furniture pieces, which do not sit level because of uneven floors.
Bedding warranties are between the manufacturer and original purchaser only. Furniture Mart USA, at its option, will act as a service agent for any such claims.
PICK UP POLICY
Furniture can be picked up at our warehouse/showroom during our normal store hours. If you choose to pick up your purchase please come prepared with the proper vehicle. Furniture Mart USA will assist but is not responsible for securing your purchased item in/on your vehicle. It is the buyer’s responsibility to make sure that the furniture is secure and properly loaded. Furniture Mart USA assumes no responsibility for any damages caused by customers handling and all warrantees are voided. Therefore, it is recommended that you inspect your merchandise prior to leaving our loading area. Furniture Mart USA does not supply pads or ties but will supply twine to help secure your merchandise. Some items may need assembly before you use them. Normally all items that are picked up are left in their original packing and will need light assembly.
If merchandise is picked up by buyer at our loading dock it shall be the responsibility of buyer at the option of Furniture Mart USA to return any damaged item including all original packing picked up from our loading dock within 24 hours of receiving said merchandise for repair or exchange. All items must be unassembled in their original packaging and contain all parts and hardware. Items not in original packaging or have been assembled or modified cannot be returned. Merchandise must be in like-new condition in order to receive an exchange. In any case, Furniture Mart USA shall have the option to service said defective or damaged merchandise in the buyer’s home. In rare cases some items must be returned to the manufacturer for repair, in which case it shall be the responsibility of buyer to return said item to Furniture Mart USA for shipment to manufacturer. Furniture Mart USA will not be responsible to provide any substitute for said items and has no responsibility for delays in items being returned to Furniture Mart USA by the manufacturer.
IT IS THE RESPONSIBILITY OF BUYER TO BE SURE THAT ANY ITEM PICKED UP OR DELIVERED WILL FIT THROUGH DOORWAYS AND HALLWAYS. FURNITURE MART USA WILL NOT BE RESPONSIBLE FOR UNDELIVERABLE MERCHANDISE DUE TO SIZE.
Delivery of your merchandise is provided by an independent, outside contractor and not connected in any way with Furniture Mart USA. Furniture Mart USA has no responsibility nor liability whatsoever for any damage to furniture and/or customer’s property created by the delivery service or their negligence or as a result of customer’s instructions or any liability or responsibility on any matter whatsoever.
Our goal is to provide you with the best possible delivery service. Here is some information that can help make delivery of your purchases as problem-free as possible. The following delivery terms and conditions will apply.
• Please have any balances paid in full or financing paperwork completed prior to setting up a delivery date.
• Please check your invoice for accuracy. It is essential that your address and phone numbers are correct. We appreciate directions, especially if your home is difficult to find. If you need to make changes or would like to provide directions please call (215) 757-8900.
• To insure the safety of the drivers, the delivery contractor will determine if deliveries will be made during hazardous weather conditions.
• Deliveries outside of our normal delivery area will be made at an additional charge.
WE APPRECIATE YOUR HELP
Please provide us with a phone number where you can be reached. If your address or any other important information changes, simply call us and let us know. If you cannot be home for the delivery, please make arrangements to have an adult present to sign for the merchandise. We need a signed note to leave furniture without the purchaser's signature.
The day before your scheduled delivery, the delivery service will call you to confirm your delivery address, and any special instructions. They will give you your stop number and a four-hour delivery "time window". The four-hour delivery time window will be set during our normal delivery hours of 8 A.M. to 8 P.M. Your delivery will be performed during the four-hour time window given to you by the delivery service. Customer is responsible for supplying proper address, phone number, crossroads, directions (if necessary) and daytime phone number BEFORE DELIVERY.
Upon notification to you that your merchandise has been received in our warehouse, your furniture must be scheduled for immediate delivery or pick-up; otherwise your merchandise may be released and made available for other customers.
THE DAY OF DELIVERY
If there have been any unexpected delays, or if the drivers are well ahead of schedule, they will attempt to contact you with an updated time window, if appropriate. It is the CUSTOMERS’ responsibility to make sure that the delivery personnel have the correct contact information.
The delivery personnel will place your furniture and set it up (unless you request otherwise or you purchased "Ready to Assemble" merchandise, which is not set up by the driver). Your merchandise will be ready to use when they leave.
Because of loading schedules, Furniture Mart USA’s delivery contractor cannot move, rearrange or haul away old furniture. Any packing and/or wrapping material will be removed by the drivers. We can neither move nor install electronic equipment into entertainment cabinets.
Furniture Mart USA will assume absolutely no responsibility when it is found that the doorway, hallway, staircase, elevator, or any access point at a customer’s delivery address is too small or narrow to facilitate the delivery of the merchandise. The customer is required to re-select other merchandise and is responsible to pay a delivery charge and re-delivery charge. In cases where the merchandise has been special ordered the customer will be liable for the full purchase price of the merchandise. Where circumstances require delivery through a window or any special delivery service (i.e. rigging, etc.) the customer will be required to pay an additional delivery charge directly to the independent delivery service in cash, at time of delivery.
RESCHEDULES OR DELIVERY CHANGES
To reschedule your delivery date or to make changes to your order, please call (215) 757-8900. To avoid a rescheduling fee of $25, please make any necessary changes at least 72 hours from the time of your delivery. Because of storage restrictions, floor samples, clearance and AS-IS merchandise cannot be rescheduled.
"NOT-AT-HOME" RE-DELIVERY CHARGE
Delivery to you on time and within the pre-notified time window is our main goal. We realize your time is important and waiting long periods of time for deliveries is not acceptable. This is the reason for our pre-notification of time windows. If your merchandise is not delivered on the scheduled delivery date because you are not at home or do not accept delivery for any reason, you will be charged an additional FULL RE-DELIVERY CHARGE.
PLEASE NOTE: An adult must be present to sign for the merchandise otherwise said merchandise will be returned to the warehouse. Delivery charges will not be refunded if there is no adult at home to accept the delivery.
ACCEPTANCE OF DELIVERY - QUALITY ASSURANCE PROGRAM
Your delivery is not complete until you are satisfied. Our furniture inspectors open and prepare your merchandise as part of our quality assurance program for your protection. Your new furniture has been carefully inspected to make sure that each piece meets the quality standards of Furniture Mart USA. After your merchandise is set in place and you have looked it over, our driver will ask you to sign our delivery manifest to verify that you are satisfied with your merchandise and its delivery.
PLEASE NOTE: Any delivery-related merchandise damage must be reported within 24 hours.
In the unlikely event damage occurs to your property, home, or business during the course of a delivery, it must be reported to our delivery services’ customer service department the moment it occurs. No claims will be allowed after the drivers have left your property.