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| Customer Service > Frequently Asked Questions |
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1.) How can you sell so much lower than other stores?
2.) Do you deliver nationwide? 3.) Is the furniture I order brand new? 4.) Do you charge sales tax? 5.) Do you only sell on the Internet? 6.) What info do I need to get a quote? 7.) How do I know you are ordering what I want? 8.) What is the required down payment to order? 9.) How long does it take to receive my order? 10.) When will I be contacted before delivery? 11.) What does delivery include? 12.) What do I need to do regarding delivery and setup of the furniture? 13.) What if the furniture is damaged on delivery? 14.) What if an item was repaired, how good will it look? 15.) Can I pick up the items instead of having them delivered? 16.) What happens if I've changed my mind once I've ordered? 1.) How can you sell so much lower than other stores? We operate in a warehouse situation, just like the big box discount stores. This allows us to have a much lower overhead than most other stores. Then we simply pass this savings on to you, the customer. 2.) Do you deliver nationwide? Yes, we deliver to anywhere in the mainland USA. Items are delivered and set-up in your home by a professional delivery service that offers "White Glove In-Home Delivery". 3.) Is the furniture I order brand new? Absolutely! We order from the same national manufacturers as your local store. All items are brand new and are shipped directly from the manufacturer to our warehouse. The delivery service then picks up your furniture from our warehouse, inspects the furniture, and delivers it to your home. 4.) Do you charge sales tax? A sales tax will be collected on all items delivered to addresses in the state of North Carolina. Sales tax will not be collected for orders delivered to other states. For any deliveries other than to North Carolina, customers must take responsibility for complying with the applicable tax laws for the state in which they live. 5.) Do you only sell on the Internet? No. We have a 17,000 square foot showroom / warehouse in North Carolina. We have lots of customers stop in our showroom to make sure we are a real business. We welcome you to stop in if you are in the area. 6.) What info do I need to get a quote? At a minimum you need to know the manufacturer's name and which collection you're looking for. To ensure the greatest amount of accuracy, we prefer a customer give us the correct manufacturer's model numbers for the pieces they're looking for. If you have any questions, please give us a call at 828-345-6343 and we will assist you. After we receive your request, one of our sales representatives will contact you within 24 hours on any business day. We are open Monday - Friday from 10-5 Eastern time. 7.) How do I know you are ordering what I want? Once you place your order, we will e-mail or fax you a customer receipt within 24 hours. It will list the items, quantities, and descriptions of all the pieces you ordered. You then have 24 hours to review your order and call us with any discrepancies or changes. Since all sales are final, it is the customer's responsibility to make sure all information on your order receipt is correct. 8.) What is the required down payment to order? Customers may pay the full amount up front or opt to pay a down payment of fifty percent (50%) of the total purchase price. The balance is due when your order is complete and ready to go to the delivery service. Your order will not be processed until we receive your down payment. Your order will not be released for delivery to your home until we receive your final payment. 9.) How long does it take to receive my order? The delivery time depends a great deal upon the manufacturer. If the items are in stock at the manufacturer, our nationwide average is 4 to 8 weeks. Upholstered items like sofas, recliners, etc., usually have to be made up by the manufacturer, and usually ship in 8 to 14 weeks from the day the order is placed. We also stock a lot of product. Our delivery times for items in our stock are 2-3 weeks for east of Mississippi River and 3-5 weeks for west of the Mississippi River. There is a great chance you will receive your items quicker and we will always do everything we can to insure timely delivery. Please Note: These are estimates, not guarantees. When it comes to delivery times, every dealer in the nation is at the mercy of those who make the furniture, namely the manufacturer. Normally if an item is in stock, we are able to pick up your furniture from the manufacturer within 2-3 weeks of your order. At which point your furniture will be on the next truck to your area which is about every 2-3 weeks nationwide. We do advise you to check status with us after 4-6 weeks of placing your order so we can keep you informed on your order. 10.) When will I be contacted before delivery? You will be contacted by our in-home delivery service approximately 2-3 days before delivery. They will give you the date and time (within a four hour window) that the delivery should be made. Please note: -- Since our delivery service makes on average 25-50 deliveries per trip, over a 3-5 day period, they may experience unforeseen situations which may cause your delivery to be delayed into a new time frame or to the next day. If this does happen, the in-home delivery service will contact you with a new delivery time. We do not guarantee delivery times or dates. They will always try to be on time for deliveries, but we do ask for you to be flexible. 11.) What does delivery include? Our delivery service will unbox the furniture, inspect, deluxe, assemble most any item that needs assembly and place the furniture in the room of your choice. If they are unable to move or fit the furniture into the designated area, the furniture will be placed in an alternate area of your home. It is the customer's responsibility to make sure the items will fit in their room before they order it. 12.) What do I need to do regarding delivery and setup of the furniture? 1. Either you, or someone you trust needs to be on location for the delivery. This is important because at this point the furniture must be examined by the customer and then the delivery slip must be signed and accepted. 2. Please have the room cleared of old furniture and a path to the room clear for the delivery. 3. Please measure your room and stairways if applicable to make sure the furniture will fit properly. If we cannot safely place the furniture in the desired space, then it will be placed in an alternate area of your home. Some of the items we sell are very large and heavy and do not go up stairways or around turns very well. If you are unsure if an item will fit, please ask your sales person for exact measurements prior to ordering. 4. If any individual piece you order has a weight of over 300 lbs., you are required to have an extra person on hand to help facilitate the delivery. 13.) What if the furniture is damaged on delivery? We have an extremely high success ratio of deliveries without any damages, transit damage does occur on a rare occasion. Please take your time and inspect all the furniture upon delivery and note any damages or defects on the signed delivery slip. Our Damage & Defect Policy is as follows: There are two types of damages; Transit damage and Manufacturer defects. Transit damage is any damage occurring during the shipment or handling of your furniture. Manufacturer defects are any defects that were missed by the manufacturer's quality control inspections. Transit damage: The delivery service is responsible for all damage occurring during the shipment of the goods. It is very important to make sure you inspect the furniture carefully and thoroughly before the driver leaves and before you or your representative signs for the furniture. The drivers can call their customer service representative at the time of delivery for instructions if there is a question regarding transit damages. Do not accept furniture damaged during transit. If the furniture is damaged or broken (as opposed to defective) note the damages on the delivery slip and refuse delivery of the damaged piece. The delivery service will bring the piece back to their warehouse, inspect and repair the piece. They will return it to you with no additional freight charges. NCFurnitureOverstock.com will gladly assist you with respect to transit damages, but this assistance does not imply we will assume responsibility for such damages. Delivery services do not pay for in home repair. If you accept furniture damaged in shipment without noting this on the delivery slip, you are accepting all items "AS IS." Manufacturer's defects: Furniture on rare occasion may have a manufacturer's defect. These differ from transit damage, as these defects are not a result of transit damage or mishandling. If defects are present at time of delivery, please contact NCFurnitureOverstock.com for a resolution and also note these items on the delivery ticket. In most cases, defects are of a minor nature and can be cleared up in the home the delivery driver. In the event you receive an item you feel is defective, we may ask you to send us photographs clearly showing the defect along with a written description so that we can assist you with submitting the claim to the manufacturer. While none of our manufacturers offer refunds for defective furniture, the manufacturer will be willing to repair or replace the item if the situation warrants. NCFurnitureOverstock.com, WORKING IN COOPERATION WITH THE MANUFACTURER, WILL DETERMINE IF AN ITEM NEEDS TO BE REPAIRED OR REPLACED. Natural flaws and imperfections are inherent to ALL wood furniture and should not be viewed as damages or defects. Marble and stone vary in color, and there is no control over veining or color. Due to our substantial discounts, any additional minor door and drawer alignments as well as minor touch-ups are the customer's responsibility. Unless an issue is handled in the manner described above, you will be deemed to have accepted the goods in the condition delivered! Please review our Terms and Conditions as these are not negotiable. 14.) If an item needs to be repaired, how good will it look? When a repair is done, you will never know it was repaired!! The furniture repair technicians we use are more than simple repairmen, they are artisans. 15.) Can I pick up the items instead of having them delivered? Yes, you can pick up your furniture from our warehouse located in Hickory, NC. If you choose to pick up your item, NC Sales Tax will be applied to your order. 16.) What happens if I change my mind once I've ordered? Your order is immediately placed with the manufacturer and scheduled for production. Most manufacturers will not allow a special order to be canceled after it has been placed into production. Therefore, our ability to allow a change on your order will be determined by our ability to change the order with the manufacturer. Orders can be canceled at the discretion of NCFurnitureOverstock.com ONLY, not the customer's. A 10% cancellation fee will be charged if your furniture has not left the manufacturer, provided the manufacturer will allow us to cancel this order. Any other order cancellations are at NCFurnitureOverstock.com’s discretion only, and there will be a 40% restocking fee + shipping fee charged to the customer if the furniture has left the manufacturer. We give our customers 24 hrs to review their order to make any changes, after which point your order is considered "placed" and is non-cancelable. Satisfaction Guarantee We are dedicated to 100% satisfaction with our customers. We guarantee that you will receive the exact manufacturers and model numbers of the merchandise you ordered, including manufacturers' warranties. We give no additional warranties. |
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