Q. I placed an order, but it doesn't show up in my order history. What happened?
Q. Are the units easy to assemble?
Q. I received my product and it's not exactly the same as described on your web site. Why is this?
Q. How do I care for my product?
Q. The tracking info for my recent order shows that it was delivered over a year ago. What's going on?
Q. I placed an order a few days ago. Why isn't there any tracking info available yet?
Q. What should I know about shipping?
Q. Do you ship to Alaska or Hawaii?
Q. What do I do if I received damaged goods or missing parts?
Q. Can I return the unit if I just don't like it?
Q. What if I change my mind and want to cancel my order?
Q. What about tax on my order?
Q. What forms of payment do you accept?
Q. Is your web site secure?

Q. I placed an order, but it doesn't show up in my order history. What happened?     top

A. Chances are there was a problem with your payment. If you used a credit card as the method of payment, the problem is likely due to an incorrect billing address, expiration date, or CVV number (card's security code). Please contact us right away so that we may complete your order without delay!

Q. Are the units easy to assemble?     top

A. Unless otherwise specified, some assembly is required. Such units come with detailed assembly instructions and one person can assemble most of them in under an hour. The only tools required are a medium Phillips-head screwdriver (+) and a small hammer to tack the back panel where applicable. Other types of units come already assembled or require only minor assembly.

Q. How do I care for my product?     top

A. For laminated products, we recommend that you simply wipe your units with a clean damp cloth and then dry immediately with another clean cloth to maximize the life span and look of your unit. Do not use wood cleaners or polish except for parts of the product that are made of real wood.

Q. The tracking info for my recent order shows that it was delivered over a year ago. What's going on?     top

A. Some small parcel carriers recycle tracking numbers and the one assigned to your order still shows status for another, older order. When your package(s) leaves the warehouse within the next few business days, the carrier will scan your package(s) and this number will then show an updated status specific to your delivery. We apologize for any confusion.

Q. I placed an order a few days ago. Why isn't there any tracking info available yet?     top

A. Please remember that it typically takes 2-5 business days to process an order. When an order is processed and product is in stock, tracking information will be available in your account.

• We do not ship to Puerto Rico, Canada, PO Box or APO/FPO addresses.
• For most products, orders are processed usually within 2-5 business days of receipt of payment. Please see the details web page for each product for more precise processing times, as they can vary.
• Products are shipped to your door in most cases via common ground carrier, so please allow up to 7-10 business days transit time.
• ALL PRODUCTS SHIP BY SMALL PARCEL CARRIER SUCH AS UPS OR FEDEX UNLESS OTHERWISE SPECIFIED. These shipments are arranged to be delivered to your door WITHOUT a required signature. However, it is up to the carrier driver's discretion if a shipment can be left without signature at the delivery destination. In this type of case, the driver will leave a note and make a total of 3 delivery attempts, unless you make other arrangements with the carrier.
• The above time estimates are based on average shipments bound within the continental United States. Shipment delays may be caused by holidays, weekends, severe weather conditions, and other factors beyond our control for which we cannot be held responsible.
• For a status of your delivery, please feel free to contact us.
  

• You must contact us within 5 business days and wait for further instructions.
• Do not refuse delivery or arrange to have the merchandise returned.
• Do not rely on the shipping carrier to inform us of your delivery issue, because they rarely do. By doing so, you risk incurring product replacement and shipping costs due to delays.
• Please note that many of our products are packed with scrap wood in order to protect the actual product components. These scrap pieces will sometimes get damaged in shipping and should not be confused with actual product components. Please inspect your shipment's full contents before determining that damage actually occurred.
• If you do discover damaged components, we are entitled to replace them for free at our discretion.
• If you refuse to accept replacement parts and wish to return your product, the transaction will be treated as a product return under our return policy stated below.
• For some of our products, the customer must contact the manufacturer directly to obtain the free replacement parts. If the shipped product does not include the manufacturer's contact information, we can provide it to you upon request.
• It is important that you do not destroy or discard the shipping/packing materials delivered with your order. If a product is to be returned, it can only be done so using the original packing materials delivered with the product.
• For some of our products, the customer must provide digital or printed pictures that clearly validate the claimed damage. Digital pictures must be emailed to us within 5 business days from the day of delivery (no faxed photos please). If digital photos cannot be emailed to us, standard printed photographs can sent to us and must be postmarked within 7 business days from the date of delivery. This policy is limited to a small number of manufacturers and we will inform you if your damaged product meets this requirement.
  
  

• You must contact us within 15 days of delivery for authorization and further instructions. All return shipments must first have a Return Merchandise Authorization (RMA) number assigned by us.
• The merchandise must be in new condition, have no missing parts, and be returned in its original packaging. Products that require assembly and have been partially or completely assembled, cannot be returned.
• The following manufacturers will not accept returns if any of the shipment packages have been opened: (none at present)
• Special order items cannot be returned under any circumstances. If this type of product arrives damaged, we can arrange for free replacement parts (see above).
• We can arrange to have the merchandise picked up or you can arrange the return delivery with the same carrier yourself. In either case, merchandise is returned at the customer's expense. This also includes a restocking fee of 20% of the purchase price.
• The original shipping and handling charges, which are included in the quoted prices of our products, will be deducted from the authorized refund.
  
  

Q. Do you ship to Alaska or Hawaii?     top

A. We are happy to offer the shipping of this product to our friends in Alaska and Hawaii!

The following restrictions supercede and supplement our current policies:

• All sales are final. We cannot accept cancellations or returns once your order has begun the shipping process.
• Shipping to Alaska & Hawaii is not free. Please contact us for a quote BEFORE making your purchase.
• If an item is delivered with damage/defects, the parts/item will be replaced for free as with our standard policy. Any damage must be reported within 5 business days from delivery.
• Defective/damaged parts will only be replaced for free one time. If more damage is reported at a later time, shipping charges for the additional parts shipment(s) will not be free.
• Digital pictures of any damage will be required in order for us to order replacements from the manufacturer.