All cancellation requests must be submitted in writing to sales@Arrowheadfurniture.com within 48 hours from the time the order is placed. At Arrowhead we understand that cancellations are an unfortunate part of shopping online. Sometimes the incorrect item is ordered, or you plain and simply just had a change of heart. We want you to love your brand new furniture purchase with us, especially since we understand that you are making a sizeable investment. This is why we allow our customers up to 48 hours to cancel an order from the time it is placed.
Arrowhead Furniture will process your order by submitting a purchase order directly to the manufacturer after the 48-hour grace period has passed. After that point, the customer and Arrowhead Furniture jointly become financially obligated to purchase the ordered merchandise from the manufacturer. For this reason, we don't accept order cancellations once the 48-hour window has passed. Upon cancellation, you will be assigned a cancellation number. This cancellation number is required in the event of any discrepancy. Orders without a valid cancellation number will be subject to the full return policy if the order is refused.
At the time your order is placed, you will receive a notification via e-mail describing all of your order details. It is your responsibility to verify that all of the information in the e-mail receipt is correct. You are allotted 48 hours to review your e-mail confirmation and reply with any discrepancies or changes at no charge.
If you do not notify us of any changes within the 48-hour window, Arrowhead Furniture will proceed with your order. Any cancellation after that point must adhere to our Cancellation Policy as described below:
Any exception to this Cancellation Policy will be solely at the discretion of Arrowhead Furniture management. In the event that Arrowhead Furniture management or the customer, agree to proceed with the cancellation of an order after the 48-hour grace period, the customer may be responsible for a cancellation or restocking fee of up to 25% of the purchase price as well as any shipping and handling fees that may apply. In order for a cancellation to be acknowledged, the customer must submit a request in writing via e-mail to sales@Arrowheadfurniture.com. Please note that only written requests for a cancellation will be processed by Arrowhead Furniture.
There are unfortunately some circumstances when an order can take an excessive amount of time to process. These circumstances are generally due to a product being back ordered or discontinued by the manufacturer. You will be notified within a timely manner and given the option to proceed with your order or to cancel in the event that your order falls in one of those categories. If for any reason your order takes longer than the general time frame of 1 to 4 weeks to ship, and is not scheduled to ship within a reasonable time frame of an addition 1 to 2 weeks, you will not be held responsible for any cancellation and/or restocking fees as long as your cancel request is submitted in writing within the 4-6 week window.
Will my item look exactly like the picture?
Every effort is made to provide high quality images and measurements to assist you in choosing your furniture. However, images at times vary in color depending on a number of factors, including your monitor color settings, the photo's color settings, and your room lighting. Sometimes measurements in furniture size are rounded off and thus vary slightly from the description. If you are needing precise dimensions or colors, contact Arrowhead Furniture by phone, e-mail, or fax to further assist you. All returns will be subject to Arrowhead Furniture return policies & fees. Due to the nature of the furniture business, please note that Arrowhead Furniture cannot guarantee that the finish of the ordered material will be exactly as pictured. Imperfections or variations in the grain, color, or sheen of the wood may occur naturally. As a result, these naturally occurring characteristics are not viewed as damages or defects. Please note that images of products displayed on the Arrowhead Furniture website may differ in color due to differences in the resolution of computer monitors. Arrowhead Furniture always works with our partnering furniture manufacturers to obtain the highest quality photographs of the products and thus depict the merchandise as closely as possible.
One thing every customer wants to know is ‘When will my furniture arrive?’ Each piece of furniture has a different shipping time, primarily depending on the manufacturer but it also depends on your location and other services you may have requested (e.g. White Glove Delivery). Most furniture ships within 1-2 weeks from the date we process your order which means you will have the furniture within approximately 2-3 weeks, however; some orders can take up to 10 weeks (this is primarily only on White Glove Delivery orders that are not on the providers normal route and are a very rare occasion).
When your furniture is ready to ship, we will email you to confirm if you are ready to receive your shipment, followed by shipping details so that you can track your shipment. When the shipping company arrives at your local terminal with the shipment, they will contact you to schedule a time for delivery, typically one to two days prior to delivery.
Arrowhead Furniture offers a variety of shipping services to accommodate the options that best suit your needs. Most orders are generally shipped Free Curbside Delivery, where arrangements will need to be made by the customer for the furniture to be carried into the house.
As an added benefit to our customers, Arrowhead Furniture also offers the option for White Glove Delivery also known as delivery with assembly (availability depends on area). There are several levels of White Glove Delivery. It ranges from unloading your furniture and transporting it to the nearest dry area, i.e., your living room or garage, to transporting the furniture up several flights of stairs, assembling it, and removing the packing materials. In order to ensure you get the level of White Glove Service you require you must call us to determine both the availability and which service best meets your unique needs before placing your order.
Arrowhead Furniture does not guarantee delivery dates because of the many outside forces involved throughout this entire process. In the rare event that a time frame is promised, we will try our best to accommodate that. If an order must be cancelled due to missing a promised delivery date, that order will be cancelled in accordance to our Cancellation Policy.
All shipping estimates are approximate and we always strive to adhere to them as closely as possible. Unfortunately, these estimates are dependent on product availability from the manufacturer as well as shipping delays en route. Therefore we cannot be held responsible for beating or exceeding originally expected delivery estimates that are caused by factors beyond our control.
If the merchandise ordered will be delivered by a shipping company you will be contacted directly by the carrier to schedule a delivery appointment. You will typically be provided a 2 to 3 hour window for your appointment that will usually be Monday through Friday 8AM to 5PM. Weekend delivery maybe available at an extra charge that is not included in the standard Arrowhead Furniture shipping calculation and thus is the customer’s responsibility. Representatives of these carriers are not authorized to bring the merchandise into your home or assemble the items. These services can only be arranged in advance, prior to the shipment of your order from the warehouse at an additional fee. The standard/typical delivery scenario is that of a curb-side delivery which means that purchased items are unloaded from the truck and left by the curb of your residence.
Most of the items we sell are large and heavy. Please ensure that at least one or two people are available to help unload the truck at the time of the delivery appointment. In cases where assembly of the furniture is ordered in advance Arrowhead Furniture coordinates for the furniture to be brought into the customer’s home and assembled. As part of the service the trash left at the end of the assembly process is removed from the customer’s home. All Arrowhead Furniture customers will be contacted via e-mail and/or phone to arrange for order delivery, regardless of the delivery method or carrier. We do everything in our power to ensure that we do not miss the scheduled delivery appointment. However, we cannot guarantee that an unexpected occurrence may cause us to be late and will do our best to stay as close to the agreed time as possible. We will do our best to accommodate any special requests to ensure our customers are fully satisfied. If you would like to check status of your order, have a question regarding delivery or would like to obtain a tracking number, please e-mail to firstname.lastname@example.org
If, after numerous attempts are made by Arrowhead Furniture to contact a customer, we are unable to reach them, we reserve the right to recall all merchandise for a full refund of the purchase price, less all shipping and handling costs that are incurred by us as a result. A restocking fee of up to 25% of the purchase price may also apply. The same applies if a customer is not available to accept a delivery at a previously arranged time after an appointment had been scheduled and the delivery cannot be completed. Items offered with free shipping are dependent upon customer location and size of order. We reserve the right to alter this offer should your zip code lie outside standard UPS Freight and FedEx delivery routes. In addition, orders for items with weights that are more heavy than usual or expected may need to be readjusted for extra unforeseen fees. No additional fees will be charged without notifying the customer and obtaining prior approval.
If you are not satisfied with your purchase for any reason in the first 20 days after you receive and sign for your order, you can return it for an exchange or full refund minus our shipping and handling fees (subject to manufacturer approval). Note: If your item was defective or damaged, see our Damage Merchandise section for instructions. For all returns, please complete the following:
- Please notify us at email@example.com. Please include your name, order number, and the pieces you intend to return along with a brief reason why.
- Wrap the pieces in the original packing they arrived in. All returns must be in their original and new condition, no exceptions.
- Call us at 508-228-1961 to let us know that your email was sent and the furniture is ready to be picked up. We will then issue a RMA (Return Merchandise Approval) to have added to the shipping documents for reference. You are then responsible to arrange return delivery and provide us the tracking information when it ships.
- All returns will be shipped to a location assigned by Arrowhead Furniture..
- As soon as your items are received, we will issue your refund. We will issue the credit to the original card that was used to complete the purchase.
- In the event that a purchase was made with a free shipping offer, our actual shipping costs to you will still be deducted from the refund. In other words, free shipping is a one-way offer. In the event the order is returned for any reason or is canceled but has already shipped the customer will be responsible for all shipping charges. In the event that an order is canceled but has not shipped, no shipping charges will be due.
- Due to the time and effort it takes to receive your furniture, all orders canceled more than 48 business hours after the purchase will incur up to a 25% restocking fee at management’s discretion. Please refer to our Cancellation Policy for additional details on Cancellations.
- Please keep in mind that Arrowhead Furniture MUST issue an RMA (Return Merchandise Authorization) prior to your return. If for some reason the furniture arrives damaged, appears to have been used, or if there is an issue which was falsely described to our returns department, we reserve the right to withhold the full refund amount and charge any applicable fees.
DAMAGED MERCHANDISE POLICY
When purchasing from Arrowhead Furniture rest assured that all of our furniture products ship very well packaged, using industry leading transporters to ensure your furniture arrives safely.
Please note that Arrowhead Furniture is not responsible for the handling of your merchandise once it leaves the warehouse. As a result, any damage that may occur after this point and while the furniture is in transit is the shipper’s responsibility. If a situation arises, we will gladly file a claim and coordinate a resolution with the shipping carrier to ensure you are fully satisfied with the outcome.
In the event that a piece does get damaged, it is very easy to take care of. When the furniture arrives, be sure to inspect everything before you sign the Delivery Receipt. This is especially true if you notice any damage to the cartons or packaging.
To ensure your furniture is properly covered for damages, please follow these steps:
- Inspect every single package for damage. The rule of thumb is that if the cartons or packaging appear to be damaged, there is usually damage to the furniture.
- Note anything that warrants your suspicion for damage on the Delivery Receipt such as “torn cartons and/or packaging”, “exposed scratches”, and so on. If a complete inspection cannot be performed for any reason, please note the exact reason why, making sure to include “Container Damage” on the Delivery Receipt.
- If the packaging appears to be damaged, or if damages are found, don’t panic; your furniture will be covered by following these steps.
- With the driver still in attendance, contact our customer service department at 508-228-1961 and we will help you determine if the damaged piece(s) should be kept with you or sent back. Please do not make this decision before speaking with us. If you are in doubt and we cannot be reached, we suggest keeping the damaged item(s) and writing “Damaged” on the delivery receipt.
- Sign the Delivery Receipt, making sure to notate the specific damage or condition of the packaging. Please be sure to state only the facts of the damage, (e.g. box ripped, torn, holes etc.) not how they may or may not have been caused (e.g. a forklift hit the box, poor packaging etc.) this needs to be left to the professionals whom inspect the products and know the industry standard. By presuming to know the cause of damage, no matter how obvious it seems, may hinder a successful outcome to your claim.
It is very important you follow these steps so that we can give you the highest level of customer service and options available. Please report the damage as soon as possible to our customer service department at 508-228-1961 or firstname.lastname@example.org, including photos (3 of the damaged product and 3 of the packaging) and a brief description so that we can address the issue in a prompt and timely manner.
In the rare event there is hidden damage which is not seen until after the driver leaves, please contact us within 24 hours of delivery to report it. It is always best to contact us in writing at email@example.com This gives us the appropriate time frame to file a claim. All damaged product claims must be reported within 48 hours of receiving the product. Arrowhead Furniture will not be responsible for damaged product after the 48 hour window. If not reported within this amount of time we may not be able to assist you with the claim. Hidden or concealed damages are not always covered by our shipping partners. For this purpose, Arrowhead Furniture reserves the right to attempt to repair or replace manufacturing defects and freight damages at our discretion.
All defects are generally covered under each of your respective products manufacturers’ warranty. If for some reason you receive an item that appears to be defective, you are more than welcomed to contact us for a resolution. Since all our furniture ships insured, if your furniture has concealed damage we reserve the right to decide whether to replace or repair the piece.
If you do not desire a replacement or repair, you may return it using our Return Policy with an appropriate RMA. An email must be sent within 48 hours of the delivery time and date to firstname.lastname@example.org to notify us about the concealed damage.
All claims are typically addressed within 30 days from receipt. Replacement items or parts generally arrive within 2-3 week, but in some cases may take longer. Most customers will never have to experience this process, but in the rare event that you do, it is important to know you can shop with the confidence of being protected with, Arrowhead Furniture.
Important note: When you sign for delivery it states that you are signing in good condition. If the packing materials are damaged in any way, when the customer signs the freight delivery bill he/she MUST write “Damaged” on the delivery bill or, Arrowhead Furniture will NOT be responsible, we can still try to process a claim but will NOT guarantee a replacement will be granted.