Your complete satisfaction
is what counts at DFLStores. If, for any reason, you are not satisfied with
your purchase, we will gladly assist you with your return or exchange within 30
days. Understand that certain items are considered special orders by the
manufacturer and as such may not be returnable. Additionally, returns of
non-damaged and custom ordered merchandise will incur certain charges as
outlined in our standard return policy. Please contact us
toll-free at 1-866-943-3876for further details and to request an RMA (Return
Merchandise Authorization) Number.
The cost of return
shipping is the responsibility of the customer. While we offer free shipping
for many of our products, the original shipping charges and handling fees for
the returned item(s) will be deducted from the refund. In addition, there may
be a restocking fee which will be deducted from your refund should you decide to
make a return. If the item is refused and returned to the manufacturer, any
return freight costs will also be deducted from your refund.
For products that arrive
damaged or in error or cannot be corrected with replacement parts, when the
specific issue is noted and properly signed for, DFLStores will pay for a
replacement to be shipped. If damage, shortage or loss is not signed for, the
manufacturer may not accept a replacement request. Please consult our
replacement policy for further details. If the customer does not want parts or
a replacement unit, the product may be returned for credit as detailed above
and any appropriate charges would apply.
All canceled orders must
be confirmed by DFLStores in writing: if you have not received a confirmation,
your order has not been canceled. Orders that can not be canceled at the
manufacturer or have been shipped cannot be canceled, and costs for handling or
round-trip shipping will be deducted from refunds if orders are refused. Orders
that are refused are still considered returns, and as such, the restocking fee
and shipping costs both ways will be incurred as detailed above.
Any order that is refused
or returned because the customer does not like the product, no longer wants the
product, or believed that the order was canceled will be handled as a return or
cancellation as outlined above and a credit will be issued as detailed above.
All credits for returned
items will be processed once the products are returned to DFLStores in their
original condition and packaging.
If you have any questions
regarding our return policy before or after placing an order, please contact
DFLStores at 1-866-943-3876
How Do I Return My Order?
Before any attempt to
return your item(s) to DFLStores, you must call at 1-866-943-3876 to request an RMA (Return
Merchandise Authorization) Number. An RMA code will be issued and sent to you
via email and instructions will be included on how to return your order. Your
return authorization will have an expiration date and items cannot be returned
past this date. . It is the customer’s responsibility to arrange shipment of
the product back at their cost.
All items must be unused
and in their original condition and original packaging. Additional fees may be
applied if returned products are not in their original condition and packaging.
Please wrap the package carefully. If the product is damaged while in transit
back to DFLStores, the damage will be noted and the package will be refused. It
is the customer’s responsibility to contact their selected shipping company and
arrange for compensation when a return is received damaged and is refused.
Use a preferred shipping
method to return items to our provided address. For your protection, we require
that you insure the package in the event that any issues arise during the
transportation of the returned order. DFLStores will not be held responsible
for lost or damaged returned packages.
Always obtain a tracking
number or delivery confirmation from your shipper. Save this tracking number
for your own reference as proof of pickup. Once the item is received and
inspected by DFLStores a credit will be issued. An email confirmation will be
sent to you once we have processed your refund.
You should receive your
refund in approximately 10-14 days after receipt of merchandise by DFLStores.
In many cases, you will receive your refund sooner. This estimate is based on
the time it will take for most banks or credit card companies to process the
transaction (up to 7 business days). We will always issue the refund in the same
form of payment used to make the original purchase.
What If My Order Is Damaged?
We understand that once
you have placed your order, you want to receive it as quickly as possible and
in perfect condition. Our manufacturers’ products are carefully packaged to
withstand the journey from the warehouse to your home. In the unlikely event
that your order does not reach you in optimum condition, please notify
DFLStores immediately at 1-866-943-3876 if a product is damaged, incorrect
or has missing parts and we will gladly assist you. If you would prefer not to
accept a replacement, you may still return the item for credit under our Standard Return Policy.
For damaged orders
shipped by Truck Freight or White Glove service, please follow the procedure
outlined below:
Thoroughly inspect the
package and its contents prior to signing for delivery. Please keep in mind
that while the outside packaging may appear damaged, many times the item inside
is successfully protected by the cushioning materials in the container and may
be perfectly intact. Do not refuse your order based only on an external
inspection of the packaging. We require any damage to be noted on the shipping
documents in order to process a request for the manufacturer to supply any free
replacement parts. If the carrier will not allow you to inspect, write
'RECEIVED – NOT INSPECTED' on your delivery receipt, and inspect the items as
soon as possible. Please note that if your order is refused, it will be viewed
as a return and credit will be issued under our standard return policy.
Even if the package
appears only slightly damaged, it is very important to write “PACKAGE DAMAGED”
on the sheet you will be asked to sign at the time of delivery. A scratch on
the box could mean a scratch on your purchase, and we want to help you fix that
as quickly and trouble free as possible. Should any issue be discovered upon
inspection, the more documentation available, the easier it will be for
DFLStores to resolve.
For orders shipped by any
other method including USPS, FedEx and UPS, which may not require a customer’s
signature, if parts are found missing or damaged after packages have been
accepted, contact DFLStores immediately to report any missing or damaged parts
to arrange replacement.
When placing a replacement
request, speed is of the utmost importance as most carriers only allow 48
business hours from the time of delivery for parties to file freight claims.
Please contact us within 48 hours to report any damage, defect, loss or
shortage of items on your order. Please note that the manufacturer may be
unable to supply replacement items if too much time has elapsed between your
delivery and the reporting of damage to DFLStores.
Replacement Policy
To request replacement
parts or report damage, please contact our customer service department during
normal business hours e.s.t. at 1-866-943-3876.
Once your replacement
request or damage is reported, we will contact the appropriate manufacturer to
determine whether a replacement part is needed or a total replacement is necessary.
Your original order time may be an indicator of the length of time replacements
will take to arrive. If tracking information is available for your replacement
it will be sent to you via email when available.
Most manufacturers that
work with DFLStores will replace whichever parts are needed to give you a
complete undamaged unit. This is often quicker and much easier than replacing a
whole item. Parts will be shipped to your door. If there are too many damaged
parts, a new unit will be sent to you at the manufacturer’s discretion (please
note that if no damage is noted when the order is accepted, the manufacturer
may not be able to provide replacements).
If a new item is sent out,
it will be sent with the same shipping method as the original order unless
special circumstances apply: certain items or parts may be too small for the
original shipping method of your order. The appropriate shipping method for
your replacement will be determined by the service department. If expedited
shipping is requested any additional shipping charges will be at the expense of
the customer. If damage is properly signed for on delivery, replacement items
will be shipped free of charge.
Frequently Asked Questions about a
DFLStores Purchase
We pride ourselves on
servicing our customers completely, before, during and after every sale. Our
goal is to offer you a secure location to discover the many furnishings we have
available for your home, with the comfort and confidence that every one of your
purchases, made through DFLStores, will arrive exactly as planned. Therefore,
we have tried to address the most commonly asked questions below. Please don’t
hesitate to contact us should you have any additional specific questions.
Products available through DFLStores
What if I do not see a product listed that I am looking for?
If you are looking for a
specific item, but do not see it located on our website, please contact us, not
all items that we offer can be shown online due to the large quantity of
merchandise, and some manufacturers specifications.
Is there a way to view a specific item in person? (Do you have a
showroom or store)
Our showroom, which is
over 170,000 sq feet, is located in Grand RapidsMichigan. The items that are displayed
throughout our galleries changes from day to day. If an item is in stock at the
store, then you would be able to view the item in person. Please contact the
store prior to making any trip to confirm that the item you are interested in
seeing is currently on display. If we do not have an item in stock it would not
be available for viewing prior to purchase.
Before you order
How do I place an order?
Order online- Ordering online through our
website is a convenient way to shop. Once you have selected your items, you can
make changes and review your order before the final confirmation. When the
order is complete, a confirmation email will be sent to the address you provide.
Call us- If you prefer to talk to a person
while placing your order, our customer service representatives are available at
1-866-943-3876to assist you over the phone.
What are my payment options?
We accept PayPal, American Express, Discover, MasterCard and
Visa Business Check, Cashier's Check and Money Order
When will I be charged for my order?
Custom orders require a 40% deposit at the time of order,
the balance will be processed on your credit card when the order is ready to
ship.
Do I pay sales tax?
If you are a resident of Michigan, you will be charged sales tax on
your order. If you are an Illinois resident, the applicable 6.25%
sales tax will be added to your order. We are not responsible for individual
States' sales tax reporting laws pertaining to online purchases; therefore we
encourage you to check your State’s regulations prior to making your purchase.
What types of options are available on the different furniture
pieces?
Furniture that has custom
options is clearly marked on the product(s) page. Pricing will vary based on
fabric and finish options. Please contact our customer service in order to
obtain a firm price for any custom changes.
About your order
I am concerned about submitting my credit card information online.
Is it safe to place an order on your site?
Our site is connected to a
secure payment server that is encrypted with SSL technology. Your information is
safe. However, if you prefer, you may provide your credit card information over
the phone.
Will I receive confirmation that my order has been placed?
Once your order has been
processed, a confirmation email will be sent directly to you at the email
address you provided. When you receive this confirmation, please be sure to
check your order for complete accuracy.
How do I check the status of my order?
Feel free to contact us
anytime during our business hours and we would be more than happy to assist you
with the status of your order(s). Please be aware that we may need to contact
the specific manufacturer of your furniture to obtain certain information. If
additional information is required we will respond to your inquiry within 24
hours except on weekends.
Is there someone available if I have questions about my order?
Our customer service
department is available to assist you from the commencement to completion of
your order. Our primary goal is to create a stress free shopping experience for
you.
What if I want to change something on my order (i.e.: fabric,
finish, quantity)?
If for any reason you
discover that you need to change an item or shipping address on an order,
please contact us immediately. Generally, we are unable to cancel or change an
order once it has been placed with the manufacturer. If the item has not been
shipped we may be able to change the shipping address but this does not allow
the order to be canceled. Please contact us immediately if you feel there is
any problem with your order so that we may do our best to assist you.
Delivery and Shipping
Your order will ship using
the quickest and most dependable method possible. Every product on our site has
been carefully selected to ship by a particular shipping method in order to
provide you with a most favorable delivery experience. You can buy with the
confidence that your order will be delivered promptly, safely, and to your
complete satisfaction. Please see our shipping policy for further details.
Please note
that we will ship your product to the address on file in your eBay account.
Your product
should leave the warehouse within the time specified in this
listing. These are estimated shipping times and not guarantees. Most products
will ship within that time but we will notify you via e-mail if we become aware
of any delays or changes in inventory status.
Your product
will ship via the method specified in this listing (Ground, Truck Freight,
White Glove, etc.). Each shipping method has its own standard for time
in transit, delivery to your home or business, etc. Please read here
for
complete details on your delivery method so you know what to expect when the
order is shipped.
On the chance
that your order is delayed, we will provide you with an updated shipping
estimate via email.
*Shipping is available to the contiguous 48 United Statesonly. Shipping to Hawaii, Alaska, and Puerto Rico is not available. We do not ship to
APO/FPO addresses or P.O. Boxes.
How long will it take to get my furniture?
Each product on our
website has a pre-ship processing time, which is the number of business days it
will take for your order to be processed and prepared for shipment from the
warehouse or distribution center. Because our products are from manufacturers
all over North
America,
the pre-ship processing time will vary according to the individual
manufacturer's policies and general practices. For example, certain warehouses
will stock items that can be shipped within 24 hours, while other distribution
centers might require up to 2 weeks. To give you an idea of when your purchase
will leave the warehouse, check the "Pre-Ship Processing Time" listed
on the delivery tab of the item you have ordered. Production times on Custom
Orders vary by supplier. Most suppliers Custom Order Merchandise pre-ship lead
time is 45 – 60 Days. Please refer to the shipping tab of a product to see the
estimated pre-ship lead time. If there is a delay beyond the standard pre-ship
lead time, we will notify you by mail or email.
What if I’m not home when my merchandise is delivered?
If you are not home when
the delivery arrives, the merchandise will be returned to the warehouse, and
you will be contacted to arrange another delivery date. In this case, a second
delivery charge would be applied to your order.
Do you deliver partial orders?
It is our commitment to
process your order as quickly as possible. Order processing times may vary
based on the stock availability of items. Some items sent directly from our
suppliers may take longer, and items placed on the same ordered may not ship
together. If you purchase items from multiple brands or if you place more than
one order your items may arrive on different days and with different shipping
methods.
What if there is damage to my merchandise?
We understand that once
you have placed your order, you want to receive it as quickly as possible and
in perfect condition. Our manufacturers’ products are carefully packaged to
withstand the journey from the warehouse to your home. In the unlikely event
that your order does not reach you in optimum condition, please notify
DFLStores at 1-866-943-3876. If a product is damaged, incorrect
or has missing parts our service department will gladly assist you. If you
would prefer not to accept a replacement, you may still return the item for
credit under our Standard Return Policy.
Always thoroughly
inspect the package and its contents prior to signing for delivery. Please keep
in mind that while the outside packaging may appear damaged, many times the
item inside is successfully protected by the cushioning materials in the
container and it may be perfectly intact. Do not refuse the order based only on
an external inspection of the packaging. We require any damage to be noted on
the shipping documents in order to have the manufacturer supply any free
replacement parts. If the carrier will not allow you to inspect, write
‘RECEIVED – NOT INSPECTED’ on your delivery receipt, and inspect the items as
soon as possible. Please note that if your order is refused, it will be viewed
as a return and credit will be issued under our standard return policy.
Service and Warranties
• What about manufacturers’ warranties?
Contact DFLStores regarding any factory
offered warranty. We will be happy to assist you.
• Who handles customer care?
DFLStores has a full time customer service staff that is standing
by to answer any questions and solve any issues you may have with your order.
You can contact us via email or phone Monday through Friday during our normal
business hours.
Cancellations and Returns
What is your cancellation policy?
All canceled orders must
be confirmed by DFLStores in writing: if you have not received a confirmation,
your order has not been cancelled. Orders that can not be canceled at the
manufacturer or have been shipped cannot be cancelled and costs for handling or
round-trip shipping will be deducted from refunds if orders are refused. Orders
that are refused are still considered returns, and as such, the restocking fee
and shipping costs both ways will be incurred
What is
your return policy?
Your complete satisfaction
is what counts at DFLStores. If, for any reason, you are not satisfied with
your purchase, we will gladly assist you with your return or exchange within 30
days. Understand that certain items are considered special orders by the manufacturer
and as such may not be returnable. Additionally, returns of non-damaged
and custom ordered merchandise will incur certain charges as outlined in our standard
return policy. Please contact us toll-free at 1-866-943-3876 for further details and to request
an RMA (Return Merchandise Authorization) Number.
An RMA number will be
issued and sent to you via email and instructions will be included on how to
return your order. Your return authorization will have an expiration date and
items cannot be returned past this date. . It is the customer’s responsibility
to arrange shipment of the product back at their cost.
Please note that certain
items are considered special orders by the manufacturer, and these products may
not be returnable. All items must be unused and in their original condition and
original packaging. While we offer free shipping for many of our
products, the original shipping charges and handling fees for the returned
item(s) will be deducted from the refund. In addition, there may be a restocking
fee which will be deducted from your refund should you wish to make a return.
If the item is refused and returned to the manufacturer, any return freight
costs will also be deducted from the refund.
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