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WARRANTY AND SHIPPING INFORMATION
We strive to make our warranty and shipping terms simple and straightforward.
1. ONE YEAR WARRANTY - All of our indoor and outdoor furniture support frames are guaranteed against breakage under normal usage for 1 year. Cushions, fabric, and stains/varnish surfaces are not included in this warranty.
1A. PRODUCT GUARANTEE AND RETURNS
If you are not completely satisfied with the quality of our furniture you can return the furniture back to us.
If a return is required because we are at fault for shipping the wrong model/s then we'll swap out the furniture at no cost to the customer. All returns will need to be approved with a Return Material Authorization # (RMA). The RMA must be completed and furniture shipped back within 10 days of receiving the order. For returns due to a change of mind we deduct all shipping costs and a 15% restocking fee from the refund. NOTE: The stains and fabrics shown on our website photos match the stain and fabrics of our actual furniture. Because computer monitor settings vary we can't issue an RMA# or refund for a return when a customer thinks the furniture stain or fabrics don't match our website photos.
2. OUR LOW PRICE GUARANTEE
If you find a lower price for any of our items, give us a call toll-free. We promise to beat it. 1-888-265-4695
3. FURNITURE DELIVERY COSTS AND SERVICES
We offer 2 types of delivery services for you to choose from. Whatever service you choose the shipper will always call you to schedule the delivery.
a. Standard - This service is FREE for any order of $1000 or more. It consists of the delivery company delivering your furniture to as close to your front door or garage as possible. You would be responsible to unwrap the furniture and carry it into your home. Due to excessive shipping costs a 10% fuel surcharge ($200 max.) will be applied to the product portion of orders going to these states: CA, CO, AZ, NM, WA, OR, ID, UT, ND, WY, NV, MT, SD, IA, NE, and MN For orders of less than $1000 please reference the tables in Section 5 below.
b. Optional White Glove Delivery - You can add this service to your order for $215.00. With "white glove" service the delivery company will carry the furniture into your home, unwrap it, and set it where you want it to be placed. Assembly of furniture in any way is not part of our white glove service althought some delivery people may decide to assist you with this. NOTE: Shippers can't take away the packing material per national highway safety regulations.
4. SMALL ITEMS - Small items like lamps, magazine stands, or paintings will be shipped via UPS or USPS for a small cost. Small item ship costs vary from $5 for a painting to $45 for a Medicine Cabinet.
5. DELIVERY COST TABLES (THESE COSTS ONLY APPLY IF YOUR ORDER IS LESS THAN $1000.00)
ZONE 1
DELIVER TO STATES: VA,NC,SC,GA,AL,FL,MS,MD
| #Items |
Cost |
| 1 |
$90.00 |
| 2 |
$120.00 |
| 3 |
$150.00 |
| 4 or More |
$180.00 |
ZONE 2
DELIVER TO STATES: PA,WV,OH,AR,TN,LA,KY
| #Items |
Cost |
| 1 |
$110.00 |
| 2 |
$140.00 |
| 3 |
$170.00 |
| 4 or More |
$200.00 |
ZONE 3
DELIVER TO STATES: NJ,NY,CT,MA,NH,VT,ME,IN,IL,MI,WI,MO,TX,OK,RI
| #Items |
Cost |
| 1 |
$130.00 |
| 2 |
$160.00 |
| 3 |
$190.00 |
| 4 or More |
$220.00 |
ZONE 4: A 10% fuel surcharge ($200 max.) will be applied to the product portion of orders going to these states.
DELIVER TO STATES: CA, CO, AZ, NM, WA, OR, ID, UT, ND, WY, NV, MT, SD, IA, NE, and MN
| #Items |
Cost |
| 1 |
$150.00 |
| 2 |
$180.00 |
| 3 |
$210.00 |
| 4 or More |
$240.00 |
6. What if there is damage?
- Minor damages like a scratch, chip, or dent: Many times the delivery driver will be able to touch it up. If not, we will schedule furniture medic at www.furnituremedic.com or other repair company to repair it. We will work with you on these small things for up to 7 days after you receive the furniture. Since we can't verify useage or abuse of the furniture we can't provide service longer than that. Showroom items are sold "as is" in all cases.
- Major damage beyond repair or a wrong item delivered: Although rare, if an item is damaged beyond repair, try to take a digital photo of the furniture. Annotate in detail on the Bill of Lading what the problems are. Return the item/s with the driver for replacement. IMPORTANT NOTE: We will replace your damaged item/s at no cost to you. Cancellations or refunds are not authorized in all damage cases. All returns will need to be approved with a Return Material Authorization # (RMA). The RMA must be completed within 3 days of receiving the furniture and furniture shipped back within 10 days of receiving the order. For returns due to a change of mind we deduct all shipping costs and a 15% restocking fee from the refund.
7. Cancellations
There are no cancellations allowed when the furniture has been shipped and is in transit to you as we have no control over shipper schedules. We will refund 100% of your purchase price for orders not yet shipped and fabric not cut. Orders that are cancelled after fabric has been cut for upholstery will be charged a 15% restocking fee as we will have already incurred charges by the upholstery firm for the cut fabric. The re-stock fee is 20% for fabric "only" orders that have been cut and shipped. Cancellations or refunds are not authorized in all damage cases.
PROMOTIONAL ITEMS (Oil paintings, etc.) If you cancel an order and we have already sent you a "thank you for your order" oil painting we will refund your amount paid minus the cost of the painting at $29.00 each.
8. Shipping to the Caribbean, Puerto Rico, Hawaii, Alaska, Canada, and other Countries
We gladly ship furniture to all countries. For a detailed quote from our shippers please send an email with the items you want to purchase and your complete address to: sales@americanrattan.com
9. Customer Support
We handle customer service problems promptly and a solution is always attained. We appreciate your calm manner toward a problem, and thank you for a detailed account of any issue. Photos are highly appreciated for any furniture issue. For all status and support issues we ask that you use our support request form: http://www.americanrattan.com/support.html
10. Right to Refuse Business
We reserve the right to refuse to sell to certain individuals for any reason.
11. Unusual Situations
Its important to note that there may be unusual situations that fall outside our shipping policies page. For example: restricted delivery to an island location or other truck restricted areas, or delivery to a very remote locale may affect the charges. Or there may be multiple ship from locations that may impact the shipment. If a unique situation arises we will call and discuss it with you to get your approval before proceeding with your order.
If you have any questions on price and selection please give our
experts a call at: 1-888-265-4695
or e-mail: sales@americanrattan.com
BBB Rating A+ |
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