Warehouse Direct USA warranties that goods delivered will meet the manufacturers warranty standards. It is the responsibility of the customer to thoroughly inspect all items at the time of delivery. If your furniture arrives damaged, it will be the responsibility of Warehouse Direct USA, the Delivery Agent and/or the manufacturer to repair or replace the damaged goods.
Warehouse Direct USA and the Delivery Agent reserve the right to repair any damages. Many damages may be easily repaired to showroom quality. If a repair is not possible then a replacement piece will be furnished. It will be at the discretion of Warehouse Direct USA to have a professional furniture technician inspect the pieces to assist us in determining if the items will be repaired or replaced. If Warehouse Direct USA determines that repair is impractical, you will be furnished a substitute unit of the same or similar color, design, style and quality.
Should you decide not to allow Warehouse Direct USA to repair or replace your item within 14 days of delivery, the item may be returned under our standard return policy, which includes deduction of one-way shipping and 20% restocking fee. In the unlikely event a replacement item is required or a piece needs to be repaired or returned for a replacement, please be aware the typical time frame is the same as the original order. If a piece arrives with damage, the customer is responsible to indicate the nature of the damage on the delivery paperwork (the "Bill of Lading" or "Delivery Receipt") at the time of delivery and notifying Warehouse Direct USA immediately, but no longer than 1 business day either by phone at 1-866-794-2030 or by email. If damages are found at the time of delivery, the item can be immediately returned with the delivery company on-site, you may keep the item as it is, or you should contact us to see if an on-site repair is possible. Please make sure to note it on delivery paper work. If there is damage or a defect, and we are neither contacted nor is the item returned at that time, additional delivery charges may apply. Damages not reported on the delivery paperwork will not be the responsibility of the delivery agent or Warehouse Direct USA. Returns or refunds, if applicable, relating to damage will only be accepted or issued as a result of our inability to repair or reorder an item. If an item must be returned for repair or replacement, this does not constitute grounds for compensation. Should you choose not to pursue replacements the damaged or defective products can be returned for credit as outlined in our Return Policy.
Warehouse Direct USA will handle any issues with the factory, delivery agent or manufacturer. Please inspect your delivery promptly and thoroughly. Any and all damage or other issues must be noted in writing on the delivery papers prior to signing. Please note it is the responsibility of the customer to notify Warehouse Direct USA within 1 business day of the delivery of any damages relating to the delivery. If your item arrives defective, photos will be required so that we can assist you in forwarding the defective issue to the manufacturer and ensuring replacements are sent out as quickly as possible. In some cases you will be asked to identify the damaged parts by referencing the part number and description in the assembly instructions. All replacement requests are submitted directly to the manufacturer and depending on the severity of the damage they will determine if parts can correct the issue or if a new unit will need to be shipped out.
White Glove Delivery:
Deliveries with White Glove service are configured for normal delivery conditions. Additional charges may be assessed by the delivery company for any unusual delivery conditions not disclosed at the time of order. Such conditions may include, but are not limited to, areas where the delivery vehicle is not able to access due to road conditions, weather conditions, narrow roads or driveways, very steep access roads or driveways; ferries, excessive toll roads or additional insured certificates required by any association affiliated with the delivery address. Other conditions may include, but are not limited to, very narrow stairways, spiral stairways, stairways with tight turns or narrow transitions, narrow doorways or openings, limited access due to wall configurations.
The delivery agent will contact you within 2 to 10 days prior to delivery to make delivery arrangements. Warehouse Direct USA does not guarantee any day or exact times of deliveries. Normal deliveries may be scheduled between 8 a.m. to 8 p.m., Monday~Friday. Additional charges may be charged by the delivery agent to accommodate specific day or time requests. All delivery times are estimates based on the current lead times provided by the manufacturer or delivery agent. Warehouse Direct USA will do everything possible in its power to insure that the expected time frames are met, but cannot be held responsible for delays caused by the manufacturer, supplier or delivery agent. Delays caused by adverse weather conditions, traffic delays or mechanical failures of machinery are beyond the control of Warehouse Direct USA. The delivery agent will make every effort to meet a scheduled appointment or attempt to notify the customer of a delay. Failure of the delivery company to meet a specific delivery time or date does not constitute grounds for compensation to the customer nor does it constitute grounds for cancellation of an order without penalty. If no one is home when we attempt to deliver per the scheduled date and time, you will be charged a re-delivery fee. Warehouse Direct USA cannot be responsible if conditions beyond our control arise which prevent the delivery from being made at the scheduled time.
In-home deliveries and set-ups are configured for two person hand carried situations. There are no provisions allowed for ropes, hoists or machinery to be used; nor removal of any fixtures, doors or windows to allow access.
It is the customers responsibility to understand the furniture dimensions and to measure to be sure the furniture will fit in the room and through any doors, around any corners, under any low overhead areas and up any stairway or stairway landing. The customer must also have any rooms ready to accept the furniture. Delivery personnel are not authorized to move or remove any existing items from rooms due to liability issues. Delivery personnel will not hang items. If additional assistance is required for other than standard delivery scenarios, the customer must assume responsibility of additional charges. Any furniture refused by a customer because it will not fit in a designated room or fit through an opening will be subject to a restocking fee not to exceed 25% plus actual freight charges incurred by Warehouse Direct USA.
Curbside delivery service is used for some items. The service is just as the name implies the delivery will be dropped off by the truck at the end of the driveway. Any item that is delivered by this service should be checked thoroughly for any damage to the carton and if any damage is seen, must be noted on the delivery paperwork at the time of delivery. The contents of the box must be examined as quickly as possible, but no longer than 24 hours after delivery. If there is any concealed damage on the contents of the carton, this must be reported within 24 hours to the delivery company and to Warehouse Direct USA.
The standard delivery vehicle is an 18 wheel tractor or 26' straight furniture delivery truck. It is the consumer's responsibility to inform us prior to delivery if the location to be delivered cannot accept a specific delivery vehicle. Deliveries that cannot be made due to vehicle size or access restriction will be billed as delivered. If a delivery is possible with another vehicle, re-delivery will be made and an additional delivery fee will be charged.
If you have ordered a large furniture item, you should be prepared for a vehicle of considerable size arriving at your residence. If you think there may be a problem with shipping access, please notify us when you place your order. You, or someone acting on your behalf, must be at the shipment address to receive and sign for the delivery. Freight will always be shipped pre-paid, meaning you do not have to pay anything to the freight company. "Curbside Only" deliveries require you to bring the item into your house yourself. The driver will not go up stairs or elevators and will not assemble anything unless you specifically contract with us for an upgraded service. If you ask the driver to bring your product into your home, and we are invoiced for that extra service, we will charge you the exact amount that the additional service cost us. If no one is home when we attempt to deliver per the scheduled date and time, you will be charged a re-delivery fee. Warehouse Direct USA cannot be responsible if conditions beyond our control arise which prevent the delivery from being made at the scheduled time.
When Will My Order Arrive?
To provide you with the greatest selection on the internet, we ship from varies warehouses all over the country. Each lead time varies based on many different factors. In general your order will be processed to ship out within 4-10 business days. For Truck Freight/Ground shipments, delivery usually takes between 7 to 14 days from the time your order ships. The white glove assembly deliveries will take approximate 3 to 5 weeks. For all deliveries, you will be contacted for an appointment as soon as your order arrives at the local shipping terminal.
Warehouse Direct USA shall have the right, at its sole discretion, to modify, add or remove any terms or conditions of these Return Policy without notice or liability to you. Any changes to this Terms and Conditions Agreement shall be effective immediately following the posting of such changes on this web site. The most recent version of these Terms and Conditions Agreement may always be found on warehousedirectusa.com web site. You agree to review these Terms and Conditions Agreement from time to time and agree that any subsequent use by you of this web site following changes to these Terms and Conditions Agreement shall constitute your acceptance of all such changes.