*Please explain your free shipping offer policy?
We want to make your shopping experience on our website easy and hassle-free. Every item you order includes free shipping to most addresses in the continental U.S, with the exception of remote rural areas. However, orders shipped to Hawaii or Alaska will incur additional charges at the buyer's financial responsibility. Most of our home accessories and small pieces of furniture will be shipped free via UPS ground. Our large furniture pieces will ship free via motor freight and are subject to the freight company's rules and regulations.
Please note that our free shipping offer only includes curb-side delivery or self-service. The delivery truck will unload your shipment, but it is your responsibility to unpack and move your furniture inside your home. The driver will not help you. Our free shipping offer does not include inside delivery, delivery to buildings, delivery before or after regular working hours, delivery on weekends, or delivery to any second-floor or higher residences.
If you change your address during transit, you will be charged a reconsignment fee, paid by the customer. It is your responsibility to be present or have someone present during the delivery of your order/shipment. If you are not home at the delivery time, you will be charged a $45.00 redelivery fee.
If you live on an unpaved or small narrow road and your home is not accessible by delivery truck, you must provide a means of transportation from the delivery truck to your home or the freight company's terminal to your home. You may incur a remote delivery surcharge if your ship-to address falls outside of the geographical area normally served by our carriers or delivery addresses that are called "limited delivery areas." If this is the case, we will notify you with the additional "surcharge delivery fee" before we ship your order. If you have any questions concerning this delivery surcharge, please contact us.
If you decide to cancel your order, please notify us by email as soon as possible. All cancellations must be in writing. You can cancel your order at any time during the ordering process, as long as your order has not been shipped, without incurring any penalties. However, once your order has shipped and is in transit, the customer will be responsible for all shipping costs incurred and a 20% return/restocking fee. Refusing your order at any time after it has been shipped is considered a canceled order, and all cancellation fees will apply, including a 20% return/restocking fee, plus the return shipping charges back to our warehouse in Texas. Please see our return policy for more information. So, please think twice before canceling your order.
*Satisfaction Guarantee & Returns Policies?
Our customers' satisfaction is the foundation of our success. If for any reason you are not satisfied with your purchase, you may return the item within 7 days of receipt and receive a partial refund, less the 20% return/restocking fee of the purchase price. The item must be in its original condition and properly packed for safe transit, packed as received. You can return any item that has not been assembled. No refunds will be issued on items that have been assembled. All items, including furniture and chimenea, returned will incur a 20% return/restocking fee, plus the return shipping charges, which are the customer's responsibility or the person who is returning the item. All special-order items are non-returnable and non-refundable.
Please note that every piece of rustic furniture is handmade and unique, giving it a one-of-a-kind look. Imperfections will exist in appearance, texture, size, and/or finish. Additionally, the color shade of each piece may have slight variation because they are made with natural products applied by artisans, and lighting conditions of the image taken. The actual finish will vary in appearance from any examples shown. In addition, worm-wood may be used to enhance the rustic appearance. Normal cracking of your kiln-dried rustic furniture adds to the handcrafted beauty and uniqueness of the piece, so it may not be considered a defect. If you have any questions, please call us toll-free.
