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Store Policies

PAYMENT QUESTIONS

Which credit cards do you accept?

 Aside from credit cards, what alternative methods of payment do you accept?

 Do I have to pay sales tax?

 When will I be charged for my order?

 

SECURITY QUESTIONS

How do I know your shopping cart is secure?

Can I place an order over the phone?

How will my personal information be used? 

 

SHIPPING QUESTIONS

What does shipping cost?

Will the carrier bring my item(s) into my home?

 When will I receive my purchase?

 What if my order delayed?

 What if my order arrives damaged?

What if I'm unavailable to receive my order?

Do you ship overseas?

How can I track my order? 

 

POLICIES

What is your price matching policy?

What is your return policy?

What is your cancellation policy?

Is my purchase protected by a warranty?

What does "Special Order" mean?

Will my item look exactly like the picture?

 

PAYMENT QUESTIONS

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Q: Which credit cards do you accept?
 

A: Furniverse secure server uses Authorize.Net payment technology, which accepts American Express, Discover, Mastercard and Visa.

 

Online Payments

 

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Q: Aside from credit cards, what alternative methods of payment do you accept?
 

A: Furniverse accepts all major credit cards, Paypal and Google Checkout for all orders. In addition, Furniverse does accept checks, money orders, wire transfers and direct deposit. Payments must be made in full at the time of purchase. Orders will be processed once the proper funds have cleared. Payments made via Paypal are charged in full, automatically at the time of purchase.
For orders made outside of USA, Furniverse accepts wire/bank transfers and direct deposits only. We do not accept international credit cards.

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Q: Do I have to pay sales tax?

A: Sales tax is ONLY charged for instate deliveries to California, which is calculated during the check-out process.

International orders are subject to taxes / duties in the country in which items are delivered.

 

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Q: When will I be charged for my order?
 

A: Most orders are billed when ready for shipment. For items marked "Special Order", which are not cancelable or returnable, your credit card will be charged 50% at the time of purchase. The remaining 50% will be charged when your item(s) are ready to ship.

 

SECURITY QUESTIONS

 

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Q: How do I know your shopping cart is secure?

A: Furniverse uses industry standard SSL (Secure Socket Layer) software to encrypt your personal information and credit card information. For the highest level of security, our shopping cart is powered by Authorize.Net, Paypal and Google Checkout payment technologies.

 

 

 

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Q: Can I place an order over the phone?
 

A: Yes. To place an order over the phone, please call us at: 1-866-305-1615.

Q: How will my personal information be used?

A: Furniverse is here to provide you with furniture. Your personal information will only be used to process and ship your order. We will never sell your information to any third parties. Any personal information submitted in optional surveys, newsletters or promotions will only be used for such by Furniverse personnel.

 

 

SHIPPING QUESTIONS 

Q: What does shipping cost?

A: Furniverse offers curbside delivery on all items shipping within the United States, with the some exceptions. Delivery fee amount depends on the weight of the purchased items and on location of delivery address. Delivery fee fee will be shown during checkout.

Q: Will the carrier bring my item(s) into my home?

A:  Inside (“White Glove”) delivery is an available option for certain areas only and will incur additional fees. Please contact us via email or call us at 1-866-305-1615 for more information. This service includes delivery inside your house, apartment or place of business (including two flights of stairs), removal of packaging and setup. 

Q: When will I receive my purchase?

A: If the item(s) you wish to purchase are in stock, you should receive them within one-two weeks, unless an expedited shipping method has been established. However, Furniverse offers a wide array of items, many of which are subject to longer lead times and limited stock. We do our absolute best to ensure that the delivery times listed on each and every product page are accurate and up-to-date. If you'd like to place an order but would like to verify stock and / or lead times, please feel free to call us at: 1-866-305-1615.

Q: What if my order delayed?

A: Delays in production and shipping may occur. If a delay occurs, don't panic. We will work hard to get your purchase to you, but please keep in mind that we work with high-ticket and large items, which come from all over the world. In most cases, delays occur during busy seasons, holidays, due to production delays, or other factors not in our control. We will make all efforts to quote accurate lead times and notify all our customers promptly. Please note that we are not responsible for product delays from the manufacturer. Under no circumstances will Furniverse be responsible for any consequential damages resulting in shipping delays. Due to increased security by governments, customs delay may also occur, which is beyond our control. 

Q: What if my order arrives damaged? 

A: While cases are extremely rare, damages do happen once in a while. We request that you inspect your item(s) upon delivery. If your item(s) shipped via common carrier i.e. FedEx or UPS, simply refuse delivery and contact us immediately for a replacement. For LTL deliveries i.e. Yellow Freight, Con-Way, Road-Runner, etc., print "Damaged Upon Arrival" where you sign for the items and refuse delivery. After delivery is refused, we will file a claim and send you a replacement product. It is the duty of the customer to inspect the product at the time of receipt, document and photograph any deficiencies, defects, or damage, and contact our customer support as soon as possible. If the product is accepted and damaged, you will be responsible for filing a claim with the proper carrier. In all other cases, damaged merchandize will not be subject to return to, or acceptance by, Furniverse.  Notwithstanding anything to the contrary, Furniverse reserves the right to repair any damage claimed under this paragraph in lieu of return or exchange.  

Q: What if I'm unavailable to receive my order? 

A: YOU, THE CUSTOMER, WILL BE RESPONSIBLE FOR MAKING YOURSELF AVAILABLE FOR TAKING THE DELIVERY AND INSPECTING THE PRODUCT AT THE TIME OF DELIVERY. If you authorize the product to be delivered in your absence or without your inspection, you automatically represent that the product is received in good condition and will void all rights to returns, claims and insurance! If your order has shipped and you are unable to receive your shipment over an extended period of time, additional storage fees may incur. Alternatively, your shipment may be rerouted back to the manufacturer, thus incurring fees for re-shipment of your order.

Q: Do you ship overseas?

A: Yes. Almost all of our products can be shipped anywhere in the world. We can ship via ocean freight and air freight, both of which have their advantages. If you live overseas and would like to place an order, please email us for a shipping rate quote


Q: How can I track my order?

A: We are always happy to track your order for you. To track your order, Please email us at sales@furniverse.com or call us toll free at 1-866-305-1615 and provide us with the details of your order. 

 

POLICIES 

Q: What is your price matching policy? 

A: At Furniverse, we do our best to offer quality products at the lowest possible prices. If you see an item you're interested in at a competitor's website at a lower price, please contact us and request a price match. 99% of the time, we'll be able to beat that price, save you money and still offer the best customer service in the business. Our price match policy cannot be combined with any other discounts. Additionally, once an item has shipped, we cannot offer any retro-active price-matching or discounts.

Q: What is your return policy?

A: Furniverse wants every one of your shopping experiences with us to be a positive one. We are happy to offer our customers a simple, no hassle return policy with no restocking fees! In the unlikely event that you are unhappy with your item, you may return it to us for a full refund of the purchase price less the actual shipping cost. Any discounts or free shipping applied to your original order may be deducted from your return credit. For example, if we offered free shipping on your order, we will issue you a credit for the purchase price of the returned merchandise, but will deduct our actual shipping costs for returned items.

Items must be completely unassembled and unused, in their original condition and packaging, complete with all materials. Customers are responsible for returning the item to its warehouse of origin using the same shipping method used for outbound shipment. Please feel free to call us at 1-866-305-1615 if you'd like additional information about the outbound shipping cost of an item you want to return. Refunds will be issued once we have received the item and it has been determined to be in like-new condition.

Before sending back an item, please contact us through our customer service form to request a Return Authorization number. Once we receive your return request we will contact you within 24 hours with information regarding your return. All return requests must be made within 7 days of delivery. All returns must be sent insured for the purchase price. If an item is returned with shipping damage, it is the customer's responsibility to file a claim for the damaged merchandise. Bedding, textiles and any item marked as "Special Order" are not returnable. Clearance items may not be returned or exchanged. 

We do not accept returns on orders outside the United States.

Q: What is your cancellation policy?

A: Because most of our items ship or go into production within a few days, we can only accept cancellations within 24 hours from when your order was placed. If an item has already shipped within this 24 hour period, you will be responsible for paying shipping back to the manufacturer and a restocking fee. All cancellation requests must be emailed to sales@furniverse.com



Q: Is my purchase protected by a warranty?

A: Each product is covered by the warranty offered by its manufacturer. For more information, please call us toll free at 1-866-305-1615.

Q: What does "Special Order" mean? 

A: "Special Order" typically refers to products which are custom-built to your own specifications, and items which are imported on a per-order basis. "Special Order" may also refer to items that are in a stocked in limited quantities but in special order color combinations. "Special Order" items may not be cancelled after 24 hours from the time of purchase and are not returnable. Because of the custom nature of "Special Order" items, each order is charged 50% in advance (at the time of the order), and 50% upon shipment from our warehouse. The lead times on special orders vary based on the item's place of origin. Special Order items which are built domestically are typically delivered in 4-6 weeks. Special Order items which are imported from overseas typically take between 8-10 weeks. In rare instances, Special Order items which are both imported and custom-built may take up to 16 weeks (as noted on product pages).

Q: Will my item look exactly like the picture? 

A: 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 websites 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. 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.


 

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