Customer Service

Warranty

Manufacturer products are warranted to be free from manufacturing defects for at least one year. Furnishwell is not responsible for the warranty and that the warranty is handled by the manufacturer. If you have questions or need support please contact support@furnishwell.com.

Shipping Time

All orders are shipped via ground carriers. All in stock Items usually ship within 3-5 days, unless otherwise noted on the product detail page. Deliveries can take an additional 1-3 weeks after the shipping date, depending on the destination.THE SHIPPING TIMES WE QUOTE ARE ONLY ESTIMATES, NOT GUARANTEES. Please refer to our delivery acceptance instruction for further details.

Picture VS Reality

Color, texture, and graining variations can occur in natural products like leather, wood, and stone. These are not normally considered imperfections. For leather products, all colors are bound to have variations in every production line. Color representations on computer terminals and screens can be different based on settings and various display technologies. To optimize website performance, product pictures have been scaled down in detail to help make web pages load faster. As a direct result, in some small cases, fine detail in the pictures of furniture may have been sacrificed for the website's performance. It is the customer's responsibility to request additional high-resolution pictures so that they may see exactly what they are getting before purchasing. The customer also agrees that they may not dispute the finish, or color or texture or any other physical attribute after taking delivery of a product.

Payment

We accept payments from the following major credit cards: Visa, Master Card, and American Express. The total order amount, including tax and delivery charges, will be charged to your credit card for all web sales

Order Confirmation

After your order is completed, you will automatically be sent within 24 Hours an "Order Confirmation" email to the email address you entered during checkout. This email is your receipt - so don't delete it! We encourage you to review the order and advise us of any spelling or numerical mistakes so that we can quickly make any necessary changes.

Small Parcel

Whenever possible we will ship smaller, lighter items via UPS, FEDEX, DHL or USPS. These companies provide the fastest and most reliable method of shipping available for many items we sell. Depending on how close you are to the shipping warehouse, your item will arrive between 1 and 6 business days (1 to 10 business days for USPS) after it leaves the warehouse. We do not require a signature for deliveries, but please note that the decision to leave your package without a signature is at the discretion of the delivery person. If you want an item left at your doorstep, the best thing to do is leave a note on your door asking the driver to leave your package with "No Signature Required." Be sure to include your name and tracking number on the note.

Curb Side Delivery

Available for selected items unless otherwise noted. Curbside delivery by definition means the trucking service will park in front of your delivery address and you will need to receive the product outside. Furnishwell assumes no responsibility or liability to damage of the product, personal injury to someone or any other issue that can arise due to handling the product from the curbside to the inside space. If the service requested prior to arranging a delivery time is curb side, the customer may not modify this request to a white glove delivery for any reason.

Return & Exchange Policy

You may return the eligible product back at within 7 days of receipt. A Return Authorization number and a valid Invoice are required for all returns, exchanges or refunds. Merchandise must be in new condition and in original package, all the parts and packaging materials should be included. The original shipping or delivery charges are non-refundable. All refunds are subject to 20% restocking fee. Customer takes full responsibility to measure their space and make sure that the furniture will fit and will clear all doorways, stairways or elevator. Customer takes full responsibility for ordering the correct configuration, size, material and color. Shade, texture and grain variations can occur in natural products, such as leather, stone and wood. Color representations may be vary based on computer settings and display technologies and cannot be disputed by the customer. Return Process Requesting a Return Authorization number: To begin the return process, please call (877) 707-4707 or email to support@furnishwell.com We will email you a Return Authorization (RA) number within 72 hours with return instructions on how to return the product. Shipping the product back to warehouse: Please repack the products for return in the original box with original packaging material and additional tags attached to merchandise. Do not mark the original box, improper labeling may result in the denial of return. Ship the product to the warehouse address provided on RA using a carrier that will provide both a tracking number as well as a signature that the item was confirmed delivered. If we are unable to confirm delivery of your item, this may result in the denial of a refund. The package should be fully insured. We will not accept any uninsured packages. We require that returns are shipped via a carrier that will provide you with a return tracking number. If a return is shipped without a tracking number the customer will be liable if the item is lost by the carrier and no refund will be issued. Providing a tracking number will also accelerate your return process. Retain your tracking number and email it to us at support@furnishwell.com so that we can check on the progress of your return. In the event that a return becomes damaged on its way back to the return destination, Furnishwell will inform the customer via email that the item was received damaged and will hold the product for up to 30 days. It is the customer's responsibility to file a claim with the shipping carrier and instruct Furnishwell concerning what to do with the damaged product. If Furnishwell has not received notification or response from the customer within 30 days, the item will be moved out from warehouse and donated.

Shipping Time

All delivery dates contained on Furnishwell.com are estimated. An exact delivery date can change due to production time frame, overseas loading plans, and freight shipment logistics. If customer misses the scheduled delivery with the shipping company, an additional fee of $95 will be charged to his/her account. Customer understands that delays caused by logistics or third parties’ production schedules are beyond control of Furnishwell. Furnishwell has no affiliation with manufacturers, overseas ports, vessels, or freight shipping companies. All deliveries to be performed by Furnishwell delivery team (local deliveries) will be scheduled prior to delivery with a confirmed day and time authorized only by the delivery department. Important: Delivery Acceptance Instructions Items prior to being shipped out are thoroughly inspected by quality control. Because of this, furniture deliveries are received in good condition UNLESS damaged in transit. You have both a right AND a responsibility to inspect all items carefully during the delivery. Customers who sign for delivery and do not notate "Damage upon delivery" assume responsibility if merchandise is damaged. If the product itself appears severely damaged or it’s the wrong item you must take pictures of the packaging when being unloaded or while in the truck, you should submit the pictures and you may refuse the delivery. Please notify Furnishwell of refusal so we can anticipate the return and send out a new item. Please make arrangements to prepare yourself and have help upon delivery of your merchandise as most deliveries consist of large and heavy items. At the time of delivery, open the items out of the packaging to check for damages in presence of the driver. If the truck driver is not willing to wait for you to inspect the actual item, you MUST write: "TRUCK DRIVER REFUSED TO WAIT" and “DAMAGED UPON ARRIVAL” on the delivery receipt. If the packaging or product has any damage, or if there is any reason you are concerned with the delivery: If it is damaged, you MUST write “Product Damaged” on the tracking company's receipt called proof of delivery or the Bill Of Lading (BOL) prior to signing off. If anything is missing, you MUST list the missing items on the delivery receipt. You MUST retain applicable packaging materials, and notify us immediately at (877) 707-4707. Take pictures of the damaged items immediately. File a claim within 48 hours using form: here. In the event that damage is not noted on the waybill when signed "received in good condition", on the delivery receipt or the applicable packaging materials are not retained, would make it impossible to file a claim with the tracking company. In this case, it will be impossible for us to help out with any claim filed. Unavailability or Refusing delivery Once a customer rep notifies you about your order ready to ship, you must make yourself available within 1-3 weeks to accept delivery. The trucking company will call you to schedule the exact date and time frame for delivery. If you are not available or unable to take a scheduled delivery, the tracking company allows up to 3 days to reschedule. After 3 days, a storage fee will be charged and redelivery fees may apply. If you refuse delivery of an item that is in good condition and neither damaged nor defective, you will be responsible for the ACTUAL freight charges for both ways and a restocking fee. If by some reason you are not available or you refuse delivery of the merchandise you will be liable for daily storage fees assigned by the carrier.