Adding Items to your cart:
When you are ready to purchase an item, you may have to select an option in the pull down box next to the product. This is very important. There could be options that are not selected that include: Size. Finish, Fabric, Etc. After Choosing the options (if applicable),at this time you may click the "Add To Shopping Cart" button or view our recommended items tab for other items you may add to your cart along with your other item purchase. If you wish to add other items that are recommended please check the box associated with the item you wish to add. You will then be prompted to choose options if there are any available for this item you will also be able at this time to set the quantity please pay attention to the order quantities some items must be ordered in cartons and a minimum order amount will be set. All items will be added at the same time as the main item at the top. There is only one You will now be directed straight to viewing all items in your shopping cart. Each time you add an item to your shopping cart, you will be able to view all the items in your cart. After viewing the items in your shopping cart, you can start checking out or you may shop by using any of the links on the left or the continue shopping button. While you are shopping you can access your shopping cart anytime by clicking on the link that says 'View Cart' at the top right of any page.
Cancellation policy:
Once an order is placed with Flatrock Furniture we submit it directly to the manufacture. Once we submit the order to the manufacturer it CANNOT be cancelled for any reason. At the time an order is placed with Flatrock Furniture the customer will receive an email describing all order details. Please make sure you check your email and your spam mail to ensure your order is correct. It is the customers responsibility to verify that the information in the email receipt is correct.
Return and Refund Policy:
If you are not satisfied for whatever reason with your Flatrock Furniture order and want to process a return please email us at flatrockhelp@flatrock-furniture.com. The customer has 10 calendar days from the time they receive their furniture to email in for an RMA number. We need to know in the email the customer’s order number, name the order was placed under, and a clear description of the items that are being returned, also please indicate the reason for the return. Our staff will process your request and email you with an RMA number. Please note that all shipping and handling fees are NON refundable, and there will be a 20% restocking fee for ALL items.
In the event of a return it is the customer’s responsibility to ensure all items are ready for shipping. The items must be packed in the original cartons with all products wrapped with care and effort to prevent in-transit damage. All items must be in new and unused condition and include any accessories, manuals, and documentation that shipped with the product. When the customer emails in for the RMA the Flatrock Furniture staff will let them know which carrier to use to have it shipped back. If for any reason other than damage the customer refuses their order at the time of delivery the refund will be processed under the normal refund policy rules. (20% restocking and all shipping charges will be deducted from the refund).
Although rare, unfortunately damages do occur in shipping. It is very important to take the time to inspect and open all boxes while the delivery drives are there. If there is ANY sign of damage (scratches,dents,anything broken) write it very clearly on the delivery receipt for the driver to take back. If your shipment has any sign of damage please email us at flatrockhelp@flatrock-furniture.com or call us immediately at 877-363-1336 . To help resolve the issue we may ask you to e-mail in photographs of the damage and also a clear description of the damage. If damages are promptly reported we will do our best to order parts or repair the damage parts. If we are unable to repair or replace the damage parts we will order the customer a new one. IT IS VERY IMPORTANT TO INSPECT UPON DELIVERY EVERY DETAIL OF THE ITEM TO ENSURE THERE IS NO DAMAGE. IF ANY DAMAGE IT MUST BE NOTED TO THE DRIVER ON THE RECEPIT.
If there is a defect of the item the customer purchased, we will ask that photographs and a detailed description of the defective part be emailed to flatrockhelp@flatrock-furniture.com. We will then work with the manufacture to find out the best way to remedy the situation. The remedy may be to replace the defective part or to order a whole new item. Please note that the method of correction will be at Flatrock Furnitures staff.
Shipping Policy
We at Flatrock Furniture arrange for your order to be shipped via Home Direct, which mean no curb side delivery no headache of who will need to be present to help. Home direct includes two person delivery inside the threshold, stair carries (up to two flights prior to the threshold) If any piece weighs more than 300lbs or pieces are greater than four shipment will only be available for delivery to the first dry area or garage.
Home Direct will call the customer to set up an appointment time and date for delivery. It is very important that the customer be there at that time and date they set up. If after numerous times attempts for delivery has been made and the customer has not responded Flatrock Furniture reserves the right to recall all merchandise. If this happens there will b a 20% restocking fee and all shipping charges will apply.
One the delivery drivers unload and bring items into the house it is VERY important to inspect inside the boxes and outside the boxes for any damage. (dents,dings,broken pieces, scratches) This is the customers responsibility. If ANYTHING is damaged note very clearly on the delivery receipt that the driver takes back “damaged”. If any damage we must know right away.
Flatrock Furniture does ship to Alaska, Hawaii, and Canada. Our staff would be glad to work you up a quote based on your zip code. Please call or email us if you would like a quote. We will need to know item number, item quantity and your zip code. Our staff will then process the quote and get back with you that same day.
Payment Information
We accept most major credit cards, including American Express, Discover, Visa/MasterCard. We will also accept checks and money orders. Payment by any other method than credit cards is due at the time of your order. If you are paying my money order or check you will need to mail us the money order or check and it will need to clear our bank before we can ship. It is very important that the billing address and shipping address matches what your bank has on file. If not please contact us and let us know you are shipping to a different address. This is necessary for you the customers protection.
Low Price Guarantee
We always strive to offer the best price on the Internet and in our Retail Store. We try to offer discounts and sales events to help the consumer save money. From time to time, a competitor may advertise a product and discount the price. We always want your business and welcome any and all prices, sales, and discounts from our competitors. Our prices include shipping and sales tax*. The price guarantee will match total price only, including all delivery charges, taxes, and handling fees that may be incurred. Feel free to call us if there is a price that we need to match.
Security and Privacy
Security and Privacy is always one of our most important concerns here. We offer the Industry Standard in secure online shopping. We offer 128 bit SSL Security Systems as well as the added security systems that the shopping cart provides. Your order information, along with card numbers and personal information, is held in a way that general access by employees is not allowed. We will continue to spend the resources necessary to ensure that our web sites continue to set standards in privacy and security.
|
