Customer Service: Shipping Damages


What do I need to know about receiving my packages?
**Please inspect your items before the driver leaves. (This is especially important when receiving a wood daybed, which has a relatively high tendency for damages. Metal bed frames and accessories are not as important to inspect, since they are shipped by FedEx and very rarely damaged.) You have the right and responsibility to open your packages while the delivery driver is still there to inspect for damages.  

The box or the item inside the box is damaged; what do I do?

1. DON'T PANIC.  HERE IS HOW TO HANDLE IT:
 
2. THE MOST IMPORTANT THING IS THAT YOU NOTE THE DAMAGE ON THE DRIVER'S BILL.  PLEASE PRINT CLEARLY AND LEGIBLY, "BOX DAMAGED" OR "ITEM DAMAGED" ON THE DRIVER'S BILL OF LADING.  IF YOU ACCEPT THE DELIVERY OF A DAMAGED ITEM, AND YOU DO NOT NOTE ANY DAMAGE ON THE FREIGHT BILL, WE WILL NOT BE ABLE TO ASSIST YOU WITH A CLAIM.

3. PLEASE ACCEPT THE FREIGHT.  DO NOT REFUSE THE FREIGHT.  ACCEPT ALL THE PIECES IN THE SHIPMENT. 

4. Take a few moments to look over all the items that you received.

5. Call us to let us know what piece or pieces are damaged. We will ship a replacement at no cost to you. We deal with the hassle of filing the damage claim with the shipping company, but in the meantime we get a replacement of the damaged piece shipped to you immediately.   1-800-905-6252

Even if the box is not damaged, it is your responsibility to inspect your package for damages.

Sometimes, items inside can be damaged during shipping, while the box looks just fine. We inspect each item before it leaves our warehouse, leaving the shipping company responsible for any damages occurring in transit to you. If you accept the freight and sign the bill of lading presented by the delivery company, you are considered to have accepted the product in good condition. You have the right and responsibility to open your packages while the delivery driver is still there to inspect for damages. If the driver leaves, and you discover concealed damage when you open the package, contact the appropriate transportation company immediately (within 24 hours) to report the damage, and then contact us. If you fail to do so, you may forfeit the ability to file a damage claim.

My item is damaged; what should I do?

If your item is damaged, note the damage on the drivers bill. DO NOT REFUSE THE FREIGHT.  Accept the freight. Take a moment to look over all the items in your order. Then let us know what piece or pieces are damaged. We will ship a replacement at no cost to you. We deal with the hassle of filing the damage claim with the shipping company, but in the meantime we get a replacement of the damaged piece shipped to you immediately. Please remember:  IF YOU ACCEPT THE DELIVERY OF A DAMAGED ITEM, AND YOU DO NOT NOTE ANY DAMAGE ON THE FREIGHT BILL, WE WILL NOT BE ABLE TO ASSIST YOU WITH A CLAIM.