You must allow between 3 to 8 operating weeks (excluding Holiday and severe weather shutdowns) on average for special orders (marked S/O on your invoice) to complete and ship with up to 16 weeks for special custom orders. Please allow an additional 7 to 14 days for the freight carrier to deliver your order to our dock from the actual or estimated factory ship dates. Note: We have no control over factory production schedules nor shipping logistics. We try to give you our best ETA estimate based on our historical experiences with our suppliers and shipping partners. You will be contacted once your order has been received @ our warehouse or once your in stock merchandise delivery date arrives. If you need to reschedule delivery, you must give us 48 hours advanced notice for any changes. Note that our delivery dates are tentative dates and will be confirmed by us on your scheduled day. Due to complicated delivery schedules, we cannot guarantee a specific time, but we will provide a 4 hour window on your delivery date. At the customer's request, our driver will contact you approximately 1 hour prior to the scheduled delivery (must have a cell phone in range). Your merchandise will be delivered & placed with care. Note that KD furniture (bunk beds, daybeds, entertainment centers, & dining chairs, log beds, etc.) requiring assembly are not included in free delivery. A fee for assembly may apply. Ask your sales associate or customer service prior to or at point of purchase. You are responsible for providing reasonable access for our delivery truck and for preparing your room by moving existing furniture. Optional furniture moving & disposal service is available@ $18.75/quarter hour plus disposal fees of $10/unit & $20/sleepers, reclining sofas and loveseats. If our truck cannot reach your threshold or if your entry is too small to accept delivery, you are responsible for any extraordinary expense involved (excessive delivery time). Our return policy will apply if your merchandise is undeliverable. Our delivery personnel are not permitted to remove or rearrange existing furniture (unless moving/disposal services are included in your sales order), connect or disconnect electrical equipment, hang mirrors or wall art. If you or a designated individual (must be 18) are not home, your delivery will be rescheduled. A redelivery fee may apply unless we are at fault. Customer pickups are available during specified customer pickup hours. Call or ask customer service for a convenient time. We must have advance notice prior to pickup. Personnel are not always readily available @your point of purchase. Delivery options include curbside delivery free or white glove delivery (free in local area only) with a qualifying purchase of $699 on next truck scheduled to your area. Optional white glove express delivery service is available if you request a specific appointment @ $99 local up to 45 mile radius plus $1/mi beyond that weekdays. Purchases requiring white glove delivery service less than $699 are $29 up to 30 mi radius plus $1/mi beyond that point on next truck scheduled to your area.
The manufacturer's written warranty protects your order whether it is sold in store or from our website against defective workmanship or materials. It is imperative that you inspect your merchandise at the time of delivery or pickup for any noticeable freight damage. Any items damaged or defective should be noted on your freight bill validated by both parties and returned at that point if you are dissatisfied with it. If a 3rd party delivery service is used by us, any freight damage must be noted on their bill with photos documenting the damage. The driver will also document the damage & give you a claim #for claim processing. If you order is unacceptable due to freight damage, freight bill notation & photos are required with a claim # but refuse it and contact us for a replacement. We reserve the right to inspect, repair, or replace any damaged or incorrect orders at our discretion upon return receipt to us or to our supplier. Any defects in workmanship or materials are the manufacturer's responsibility after satisfactory receipt of your order. All warranty claims must be reported timely by you to the manufacturer with a copy of the factory warranty, proof of purchase, and the specific ID# or Serial # for factory warranty consideration. We will help with your concerns if you file your claim with us. You can expedite the process by furnishing digital pictures of the problem areas with the ID/serial number label (usually attached to the items underside). Once the factory has approved your claim, they will provide guidelines for resolution. We will act as the factory agent authorizing us to repair or replace. You agree that any out of warranty repairs or replacement expenses are your responsibility. Optional accidental furniture protection warranties are available at the point of purchase. Any claims must be reported timely to the responsible party as detailed in their written warranty via the internet or their 800 phone number.
We want you to be happy with your purchase experience. That is our mission. We will gladly correct any mistakes caused by us at no charge. We reserve the right to inspect, repair, or replace your damaged or incorrect order at our discretion, providing we or the factories are at fault. Special orders are marked S/O on your invoice and are Non-cancellable and Nonrefundable and are not returnable. All stock orders marked S/W or S/F on your invoice which are in the shipping process are not returnable or refundable. Bedding orders are not returnable unless you have a warranty claim approved by the manufacturer.