Visitors and loyal customers of www.ourfurniture.com adhere to the following terms and conditions when accessing the website. Please take note that these were updated on June 13, 2019.
Sale Basis
Our furniture’s website has the primary details about the products and order placement process. After we confirm your order through email, you can guarantee that we have accepted it.
The only exception is when you cancel the order following the terms indicated below. Unless mentioned, customers can only use one promo code for every shopping cart.
Kindly pick the color, quantity, and size when choosing your preferred item before adding it to your cart. Then, please follow the payment procedure.
However, kindly keep in mind to go over the details of your order carefully before placing it to ensure you have ordered properly and prevent committing errors.
We have the right to refuse or cancel your order in the following instances:
- We cannot process your payment, or your payment gets canceled later on.
- Payment is made illegally or fraudulently.
- There are errors in the description and prices of products.
- Making deliveries is not possible with your address.
We guarantee that you will be refunded the full payment if your order is canceled through the payment method you used and to the same credit or debit card if applicable.
OurFurniture exerts all possible efforts to ensure that all the prices indicated are correct by the time an order is made. In the event of a pricing error, you will be notified the soonest possible and given the following options:
- Create a new order with the correct price for the same products
- Cancel the order for the mispriced products or the whole order
If an order is delayed, whatever the circumstances are, discounts given on pre-orders cannot be changed. OurFurniture products are covered by the Commercial Use Warranty.
Therefore, if these products are used outside private and domestic environments, the warranty can be voided. Kindly note that our terms and conditions can change at any time, but these changes will only apply to contracts made after the updates.
Warranty
OurFurniture’s manufacturer’s warranty is 10 years which commences from the date the item was delivered. This covers all material and manufacturing defects of the products. However, this warranty can be voided in any of these situations:
- Negligence or non-domestic use
- Not following the product instructions
- Unauthorized repairs or alterations
- Not providing adequate care to the items
Warranty Coverage
For residential use, design defects from OurFurniture pieces are covered. For commercial use, metal or solid structural inadequacy of the furniture pieces due to light use is covered.
Warranty Duration
For residential use, it begins from the date the products were delivered. The warranty’s duration is 10 years on metal or solid structural inadequacy from residential and light commercial use. For soft components or design inadequacy, there is a 1-year warranty.
Piping, buttons, and other parts that came loose are examples of what is included in the 1-year warranty. The 1-year warranty for commercial use of products begins on the delivery date as well.
How OurFurniture Takes Action
OurFurniture will give replacement parts without requiring payment within 8 to 14 weeks for the 10-year warranty. For the 1-year warranty, OurFurniture will provide reimbursement for local repairs if:
- It is approved by OurFurniture.
- No further charges will be required in the event that the result was not satisfactory.
The action to be taken for commercial use depends on the problem. The resolution can be replacing the parts, scheduling a repair, or replacing the product.
OurFurniture will give replacement parts without requiring payment within 8 to 14 weeks. However, the labor and shipping fees will be shouldered by the customer. OurFurniture will provide reimbursement for local repairs if:
- It is approved by OurFurniture.
- No further charges will be required in the event that the result was not satisfactory.
What the Warranty Does Not Cover
Paint, leather, marble, metal coating, foams, fiberglass, rugs, plywood, fabric, cushioning, coating materials, and veneers are not covered by the warranty for residential use. Furniture pieces not explicitly made for outdoors that are damaged due to outdoor use are not included.
Issues caused by natural causes such as flood and wind, misuse, abuse, burn, animal damage, compression of the fiber or fillings, stains, mildew, fading, and not giving the furniture the proper maintenance and care are not covered by the warranty as well.
Incidental and consequential damage are not covered. The warranty is terminated if the products are transferred or sold or removed from Canada and the US mainland.
For commercial use, soft components and similar materials mentioned for residential use are not included in the warranty.
When the products are used normally and correctly, the warranty is valid. If damages are outside normal wear and tear, the warranty does not apply. The warrant is invalidated for natural causes, abuse, improper use, selling, and transferring of the furniture.
Availing of the Service
OurFurniture must be contacted within 7 days when the item was delivered if you receive a faulty item. Kindly give us the details requested when availing of this service, which can be a thorough description of the defect and pictures, among many others.
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.
Disclaimer
All the information and images published on our website belong to OurFuniture. All the products have been photographed in-house to make them as accurate as possible. However, there can be color differences between the photos and actual products.
If you have questions about particular colors, please do not hesitate to reach out to us. We want to make sure that all things you see on our website are not only correct but updated.
Nevertheless, it is best to contact us for specific dimensions of the products. Since we do not guarantee that all the information on our site is correct, we cannot be held accountable for any omissions or mistakes.
Terms Used
“Our Furniture,” “we,” and “us” pertain to the owner of www.ourfurniture.com. “You” refers to the person accessing the website. When you navigate our site, you agree to follow the indicated terms with our conditions. If not, please close this website.