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Fantasy Futons General FAQ's / Freight Shipments / Cancellations / Damages
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Although we can ship anywhere in the world. If you have a question about shipping outside of the country, or to an area other than the 48 lower United States, please send an E-mail describing what you want to order and giving us your address. We will get a shipping estimate and email you back. Please note that all International shipments will incur extra charges for Tariffs or Duties and these Tariffs and duties may not be known at the time of the shipping quote. They normally take a month or two to show up and we have no idea how much these charges will be, however the customer is always responsible for any extra charges.
We will not ship using any third party shipping account numbers.
We don't have a catalog. We've gone through great lengths to make our Web Site complete and accurate, and are constantly updating and adding things to it. The photos are fairly large size and can be printed out if you want.
Our return policy and Warranty is as follows. There is a 5 to 10 year warranty on most frames and mattresses. Futon mattress sales are final, and there are no returns or exchanges. See the actual product description for the exact warranty on that item.
Returns on unused futon frames covers, and all other items are for exchange only or in store credit, and there are no refunds. Items must be returned within 15 days of receipt, in original boxes with original packaging and paperwork, and must arrive in new and resalable condition and are for exchange only. Some items and covers may be non exchangeable. See our return policy on covers in the cover section of our site.
In every case, no returns will be accepted without the customer E-mailing first and obtaining a return authorization number. RA#'s may only be obtained via E-mail. If the item is returnable for exchange, you will receive an RA# via E-mail along with the address to return the product to. This could be the manufacturer, or our warehouse. Make sure the item is properly packaged with all paperwork and reinforcement that came with the package, and send it to the address given.
Our cost of shipping to you will be deducted from any store credit as well as any handling charges and restocking charges. Shipping on returns is the customers responsibility.
Also note that although we may offer free, or a greatly reduced shipping price, our actual shipping costs, which may be much higher, will be deducted from your exchange.
Realistically, although no one else will tell you this, but your cost to ship a futon mattress and frame back to us could be $100 to $200.00 or more. Futon covers are about $10 each, and orders with pillows are about $15.
After all those gory details remember this, we only ship the highest quality frames, mattresses, and covers.
Please keep in mind that although we try to be as accurate as possible photographing colors of finishes of frames, every monitor is different. Trying to match existing furniture is very difficult to do, and you may be better off shopping locally where you can see exactly what you are going to take home. We don't send wood blocks because the dye lots and finishes on wood can vary from frame to frame, and the samples might not exactly match the finish of the frame you receive. It's always best to order a fabric swatch for covers.
We have shipped thousands of futons all over the country and the world, and if you read our Customer Feedback section, you'll see what people are saying about us. If you ask around, you'll probably find a friend who has done business with us, and is very satisfied with whatever they bought.
Our headquarters is located in Arizona. For the exact mailing address, please click on How to Contact Us, on our main page.
Our current customer service hours are Monday through Friday 9 AM to 5 PM MST E-mails are normally responded to in between 1 and 48 hours. Our office is closed on Saturday and Sunday.
Most of our Futon Frames are shipped via UPS or FedEx. However some are shipped via Freight Truck Line, and there are special requirements on the delivery of those items.
Most items on our site are shipped to most areas in the Lower 48 States for no extra charge. There may be certain rural areas, or hard to get to areas, where a semi truck can't get to that may have an extra charge. You'll be notified if there is any problem, and usually there isn't.
Most frames and mattresses are guaranteed a minimum of 5 years, and can go up to 10 years, or lifetime warranties. Ask about the specific item that you are ordering to find the exact warranty on that product.
Curbside Delivery, Damage, and Cancellations.
Special Note: Most of the following is for Truck Line Shipments of Large Items. The following does not apply to small items, like Covers, frames, mattresses, or other items shipped by UPS, FedEx, DHL, or USPS. Please check with us to find out how your item will be shipped.
If your item is shipped though a freight company, they will contact you prior to delivery to let you know the date of delivery. They will give you a 4 to 8 hour time frame for delivery. The truck will arrive at your curbside about 7 to 14 business days after leaving the warehouse. The item will be delivered to the curbside of your address. The freight company will not take it inside or upstairs, and they do not deliver on weekends or holidays. We recommend that you have help available to move it to its final location, or open the boxes, and carry it in piece by piece. Before you or your agent sign for the delivery, it is important to inspect the packaging for any potential damage, (though rare), that may have occurred while in transit. An Agent is anyone who you assign or authorize to accept the shipment on your behalf. It is normal for the packaging to show some wear. Although this sounds like a hassle, whether there is visible damage to the boxes or not, you must open and inspect every item in your order prior to signing for it, make sure that you or the driver notes any damage to the package or the contents on the sheet that you will be asked to sign prior to signing it. If you can see damage to the contents of the boxes, make sure the driver notes the damage. If there is no visible damage on the boxes, you must still open and inspect every item in every box prior to signing for the delivery as the truck lines will not pay for claims that involve damages not noted upon delivery and you will have to pay for any damaged items, and the shipping to have those items delivered. Although we highly advise against it, if you do not inspect each item of your shipment or the carrier will not allow you to inspect it, write RECEIVED - NOT INSPECTED on your delivery receipt. Then open and inspect all parts right away, and call us immediately at 480-529-7292 so that we can process a claim, and order free replacement parts for you. If there is no damage noted on the delivery receipt, and upon opening the boxes you see damage, you will need to contact the trucking company to file a claim directly with them. We are only able to provide free replacement parts and shipping on orders when the damage is noted on the freight bill by the driver, at the time of delivery. If there is no damage noted on the freight bill and after opening, you find damage, you will need to contact the freight company directly to file a claim with them. It will be between you and the freight company. Please Note:It is Crucial that you inspect all items immediately upon arrival, because if there is hidden damage, you must notify the shipper within 24 hours of the delivery or they will not accept any claims. If you are not planning to use the item right away, you still need to open everything and inspect it.If you've set up the frame, or item, then disassemble it, and put everything back in the boxes it arrived in, tape the boxes closed and await further instructions. The item must be ready for immediate pick up, if necessary.
Oversize items can be shipped to Alaska, Hawaii, U.S. protectorates and territories, or APO/FPO addresses, but there are extra charges, which are quite large. Call for more information. At this time, delivery is limited to street addresses in the 48 contiguous states. You will be contacted by the delivery service prior to delivery in order to agree on a day and general eight-hour time window for you to receive your order. NOTE: We employ third party delivery companies and are not responsible for delivery. We will track your order as set forth herein and assist you with any manufacturer or delivery related claims. If no one is at home when delivery is attempted, you will incur a minimum re-delivery charge of $50.00 per order - So be sure to have someone there to receive your delivery during the time window the delivery service has given you. If a delivery can not be scheduled, or if the freight company can not contact you within 48 hours of the freight arriving at their dock, you will be charged a storage fee of up to $30 per day. If your home is not accessible to the delivery truck, we will transport your merchandise to the nearest accessible point and it will be your responsibility to provide a means of transportation from the truck to your home.
Repairs and Replacement of Defective Parts
We will arrange repair or replacement of defective items, at our sole discretion, for products, or parts of products which do not conform to the manufacturer's specifications. To obtain replacement parts that have been damaged in transit, the guidelines above must be followed. We will file a claim for any damages with the carrier. The consumer must pay for all replacement parts and shipping initially, and when the damaged claims are paid, we will reimburse the customer up to the full amount of the claim paid.
Cancellations/Lost Items/Return Policy
Orders may be canceled in whole or in part at our discretion, taking into account the status of your order at the time you request cancellation. If your order, or any part of your order has shipped, or has arrived, the customer will be responsible for shipping the unused items back. Our original shipping charges, and any other expenses will be deducted from any exchanges or in store credits given. There are no refunds. Exchanges, or in store credits will only be given if merchandise is new, unused, and re sell-able as new.
As soon as you place your order, we begin processing your order. Most items ship within 3 to 5 days. Once the product has been shipped and you wish to cancel while it is in transit to your town you will be responsible for shipping charges back to the warehouse as well as to your town or city. In addition a restocking charge of 20% will be charged. If your order has arrived and there is damage, replacement parts will be sent free of charge, as long as the criteria above in the damage section has been met. If a wrong or damaged item has been shipped or if a trucking company wants to inspect a damaged item or items, the customer must facilitate the inspection and pick up of the damaged items by packaging, taping, and providing a schedule when the items can be picked up within a reasonable time frame, or you will be charged for the parts, or any replacement parts may not be shipped. If your order has been damaged in transit, and the damage is noted on the freight bill, you must allow us a reasonable time frame to replace the item and you must be available for replacement. If your order has arrived and there is damage or there is an error and you want to cancel your order, you may do so, but will be required to ship the order back to the manufacturer or to our warehouse at your expense, and we will deduct our original shipping charges, plus a 20% restocking fee from your credit. If the order is damaged and there is no damage noted on the freight bill you return an order, the damaged items will not be refunded. Refunds can take up to 30 days.
Most orders arrive in 7 to 14 business days. If you have not received an item in that time frame, please contact us so that we can trace or track the item. If an item has been lost in transit, we will reship the item in a timely manor. If you wish to cancel your order, or any part of your order, the same policies apply as to damaged items arriving, and customers that wish to cancel their orders. Also, the only way we know that an item has not arrived is if we are contacted by the customer. Due to the way that FedEx, UPS, or other carriers work with claims, our customers must notify us within 30 days of their order date, of non receipt of an item, or no refund will be given, and no replacement items will be shipped. We will however still file a claim with the carrier, for the item, and if we get paid, we will credit your account for that amount as an in store credit. This process can take several months.
If you place an order, and we have already contacted the manufacturer to place the order, either by phone, fax, or E-mail, and you cancel your order, you will be charged a $10.00 cancellation fee. Please make sure you actually want to place an order before you do it. Any changes to an order which we've already placed, will incur a 10.00 charge as well.
Please note that there may be certain orders that we are unable to accept and must cancel. We reserve the right, at our sole discretion, to refuse or cancel any order for any reason. Some situations that may result in your order being canceled include limitations on quantities available for purchase, inaccuracies or errors in product or pricing information, or problems identified by our credit and fraud avoidance department. If your order is canceled after your credit card has been charged, we will issue a credit to your credit card in the amount of the charge.
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