Shipping & Return

Delivery

OurFurniture gets the service of an independent courier company for the delivery. Therefore, we cannot be held accountable for any delays made by the courier. A confirmation email will be sent once your order is dispatched.

You can also track smaller orders by following the instructions sent through email. Smaller orders delivered by FedEx can be made within 4 to 7 days.

For bigger orders through AGS, it can take around 5 to 7 days to be delivered. An agent from AGS will call you to ask for your preferred delivery schedule, so it is essential to leave an active number when ordering.

If you cannot be contacted by phone, they can reach out to you through email. However, your order will be returned if they cannot reach you. Please keep in mind that AGS only delivers to the front door of the first floor of a house or building.

Deliveries to commercial establishments are also possible. When asked by building officials, a certificate of insurance is given.

You can always reach out to us for concerns and inquiries about our delivery protocols. Please contact us if you have not received your order within 7 days after receiving a confirmation email.

This is so we can help you locate your order and make sure that it arrives at you the soonest possible time. However, please remember that we are not accountable for products that do not arrive within 14 days without notifying us of the non-delivery of the items.

Larger items that are not delivered because the customer cannot be contacted on the indicated delivery datewill need to pay a redelivery fee. Another thing to remember is to measure entry points when ordering large furniture pieces.

There is a maximum of 2 delivery attempts. If the items are not delivered, you need to settle them with the courier company directly. Customers need to pay the redelivery fee in full if there are many failed attempted deliveries.

The products would be returned to the warehouse within 48 hours if the customer did not arrange for a new delivery schedule after a failed delivery attempt.

When a payment is made, your order will be delivered by the courier at the address you provided, so it is crucial that you indicate the correct address. However, if changes to your delivery address are needed after ordering, you can contact us, and we will try our best to update it.

Larger orders may also need to be delivered using a pallet instead of a courier. However, this will depend on the amount and delivery address. Door-to-door deliveries are done for pallet orders.

We guarantee that our courier provider will notify you before the actual delivery. If an order is sent back to our warehouse, we will get in touch with the customer. Please note that the customer must reply within 7 days. If not, the money will be refunded with a deduction for the delivery costs. If the returned items are damaged due to the customer’s improper packing, reimbursement or refund may not be granted.

Here is a breakdown of the shipping costs depending on the overall price of the products customers plan to purchase:

Total Cost of the Items

Shipping Fee

$0 to $249

$49

$250 to $499

$99

$500 to $999

$129

$1,000 to $1,499

$199

$1,500 to $1,999

$229

$2,000 to $2,999

$299

$3,000 to $4,999

$399

$5,000 or more

7.5% of the Overall Price

Price and Payment

Delivery charges are considered final once the order is made. However, there can be free shipping if there is an ongoing promotion. We will try our best to give the correct delivery charges.

However, Our Furniture has the right to change the delivery or product fees after an order is made. We will ensure that you are informed of any changes to the delivery or product fees.

Order Cancellation, Refunds, and Returns

Early Cancellation Policy

Once your order is placed and payment is authorized, it is considered confirmed.

We typically ship in-stock items the same day or the next business day (except for restocked items). If you cancel an order after it has shipped, you will be responsible for shipping & handling costs and a restocking fee of up to 20%.

If you cancel an order before it has shipped, you will receive a full refund or an agreed-upon amount. All cancellations must be in writing and acknowledged by our company. Please note that credit card processing fees (4%) are non-refundable.

Early Cancellation for Sale Items

Sale items listed under the SALE tab are in stock and available. Due to high demand and limited availability, orders for sale items can only be canceled if the item has not yet shipped. If you cancel an unshipped sale item order after 24 hours, we reserve the right to charge a 25% fee for making the item unavailable to other customers.

Chargebacks

To avoid the hassle of chargebacks, please contact us at [email protected] or call 800-939-3950. We will address your concerns promptly.

Returns and Exchanges

We want you to be satisfied with your purchase. If not, you can return your product within 7 days of delivery. The product must be in its original packaging, unused, and undamaged. You will receive a refund minus original shipping costs and a 15% restocking fee. Return transportation costs are your responsibility. The item should be insured for the full purchase amount. If the product arrives damaged at our warehouse, the damage cost will be deducted from your refund.

For returns due to defects, damage, or color issues, please include 2-3 photos showing the problem area in your return request email. Returns must include all original accessories.

To initiate a return, email [email protected] for an RMA number and return instructions. Unauthorized returns will be refused. Refunds or exchanges will be processed within 1-2 business days after the product is received and inspected.

You are responsible for all outbound shipping costs for exchanges. If an item was part of a "FREE SHIPPING" promotion, the actual shipping cost will be deducted from your credit. Do not discard the item until a resolution is reached.

The item must be shipped within 2 business days of receiving the authorization. Email the return tracking number to [email protected], or the refund will not be processed. Once received and inspected, you will be refunded the order amount minus outbound shipping costs absorbed under the "Free Shipping" promotion.

If a returned item is damaged during return shipping, you must file a freight claim and seek reimbursement from the carrier.

For product exchanges, all shipping, handling, administrative, processing, and restocking fees will be deducted from the final amount. Any remaining balance will be issued as store credit.

Please contact our logistics team at1-800-939-3950 or email us at contact @ourfurniture.com and one of our associates will be able to assist you.

Freight/LTL Deliveries

These are palletized truck deliveries where tracking may not be available for 24 hours after shipping. If you cancel your order and the item has shipped without tracking, you are still responsible for original shipping costs and a 15% restocking fee.

Damaged Goods

For freight deliveries, inspect the package upon receipt for any damage. If damaged, note it on the delivery receipt. If damage is discovered after opening, email [email protected] within 24 hours. Keep all original packaging for 15 days.

For FedEx or small carrier deliveries, inspect the package upon receipt. If damaged, either reject the package or accept it and take photos of the damage to email us. Customers are responsible for inspecting the merchandise and keeping the original packaging for 15 days.

Leather Colors, Tone, and Hue

Please be aware that colors on screens may differ slightly from the actual product. Each leather hide is unique, so variations in texture, tone, and hue are expected.

Local Deliveries

Inspect items upon delivery and note any damage on the receipt. If significant damage requires a full replacement, reject the package. For minor damages, accept the package, take photos, and email us for a replacement part. All claims must be made within 24 hours of receipt, and original packaging must be kept for 15 days.

General Damages Policy

All damage claims must be reported within 24 hours of receipt. If returning due to damage, restocking fees and return shipping apply. Complete a contact form with a description and image of the issue.

Liability

OurFurniture is not responsible for any accidents or injuries related to furniture purchased from ourfurniture.com.