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Shipping & Returns

 

Our general policy

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Special coupon codes and special orders cannot be combined. Special coupon codes or additional discounts may not be combined with financing. All orders may be canceled, with a $50 processing fee, within 48 hours of placement or until the ordered products are placed in transit, whichever comes first.  To cancel an order, please call us at (626) 310-0460. An order may be cancelled while the merchandise is in transit, provided however that customer’s will be charged for the cost of round-trip shipping of merchandise.  For the purpose of this Agreement, merchandise is "in transit" after it has been deposited with a cargo carrier and before it is accepted by the customer. ORDERS ACCEPTED BY THE CUSTOMER OR SPECIAL ORDERS MAY NOT BE CANCELED. A special order is an order of custom furniture in terms of size, material, or color pattern; floor model items, clearance items, inventory sale items, items sold subject to a special discount. Finishes, color, texture, and graining variations can occur in natural products like leather, wood and stone. These are not normally considered imperfections. For leather products all colors other than black and white are bound to have variations in every production line. Color representations on computer terminals and screens can be different based on settings and various display technologies.  Again, such variations are not considered product defects.  The customer agrees that he or she may not and will not seek any refunds, make any claim, or initiate any dispute based on the finish, color or texture or any other physical attribute after taking delivery of a product. Although these cases are rare, there may be information on H2Ofurniture.com that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability. We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice, whether or not relevant orders are pending. The customer understands and agrees that purchases made from H2Ofurniture.com may be brought and are to be resolved solely and exclusively within the County of Los Angeles, State of California.

Warranty

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Most products come with a standard warranty against manufacturers defect. We only select the finest manufacturers with top reputations for quality assurance. You expressly understand and agree that your use of the site is at your sole risk as all sales are final. In case of any damages reported at the time of delivery , upon our courtesy, our technicians who are industry leading specialists can repair or replace your furniture quickly and easily all in the comfort of your home or a designated workshop if necessary. In addition we offer a 5 year Premium Protection plan through Montage Furniture Services at an additional cost. Please contact customer service for additional information.

Shipping Time

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All orders are shipped via ground carriers. Most in stock Items usually ship within 3-5 days, unless otherwise noted on the product detail page. Deliveries can take an additional 1-3 weeks after the shipping date, depending on the destination.THE SHIPPING TIMES WE QUOTE ARE ONLY ESTIMATES, NOT GUARANTEES. Our carriers will contact you in advance to set up a delivery time frame with you. We offer free shipping in the continental United States on most of our products. Alaska & Hawaii excluded. Please refer to our delivery acceptance instruction for further details.

Picture VS Reality

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Color, texture, and graining variations can occur in natural products like leather, wood and stone. These are not normally considered imperfections. For leather products all colors are bound to have variations in every production line. Color representations on computer terminals and screens can be different based on settings and various display technologies. To optimize website performance, product pictures have been scaled down in detail to help make web pages load faster. As a direct result, in some small cases fine detail in the pictures of furniture may have been sacrificed for the websites performance. It is the customer's responsibility to request additional high resolution pictures so that they may see exactly what they are getting before purchasing. Customer also agrees that they may not dispute the finish, or color or texture or any other physical attribute after taking delivery of a product.

Payment

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We accept payments on certain products from Google Checkout, Pay Pal, personal checks and the following major credit cards: Visa, Master Card, American Express and Discover. We require authorization from the credit card company for 100% of the amount of the purchase order including back orders.  In case of partial shipments, you will be required to pay the balance only on the items being shipped. Payment is required 100% upfront.  

Order Confirmation

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After your order is completed, you will automatically be sent within 24 Hours an "Order Confirmation" email to the email address you entered during checkout. This email is your receipt - so don't delete it! We encourage you to review the order and advise us of any spelling or numerical mistakes so that we can quickly make any necessary changes.  

Small Parcel

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Whenever possible we will ship smaller, lighter items via UPS, FEDEX, DHL or USPS. These companies provide the fastest and most reliable method of shipping available for many items we sell. Depending on how close you are to the shipping warehouse, your item will arrive between 1 and 14 business days after it leaves the warehouse. We do not require an adult signature for deliveries, but please note that the decision to leave your package without a signature is at the discretion of the delivery person. If you want an item left at your doorstep, the best thing to do is leave a note on your door asking the driver to leave your package with "No Signature Required." Be sure to include your name and tracking number on the note.

Curb Side Delivery

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For most items over 100lbs will be delivered curbside unless otherwise noted. Curbside delivery by definition means the trucking service will park in front of your delivery address and you will need to receive the product outside. H2O Furniture assumes no responsibility or liability to damage of the product, personal injury to someone or any other issue that can arise due to getting the product from the curbside to the inside space. If the service requested prior to arranging a delivery time is curb side, the customer may not modify this request to a white glove delivery for any reason.

Premium white glove delivery

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Available for selected items at an additional cost depending on the item and the destination. Any items that are qualified for Free Shipping do not include this service. This delivery service provides delivery to inside your residence to the room you choose. This service includes carrying the product up two flights of stairs from the building threshold (4-15 steps = 1 flight). Once the product is in the room you desire, the shipper will unpack the product and provide basic setup that requires basic tools (i.e. pieces will be screwed or bolted together, set pieces next to each other, or on top of each other). The shipper will also remove and dispose of all packaging (limited to 30 minutes). Any charge that is paid by the consumer for shipping does not constitute white glove delivery unless otherwise stated "White Glove Delivery" Please note: the shipper will not hookup any electrical or component wires. The shipper will not fix mirrors or artwork on walls as per law: our delivery personnel are not licensed contractors.

White Glove Delivery Estimate

CA, AZ, NV

2-20 Days

All Other States

2-6 Weeks

White Glove Delivery in Great Los Angeles

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H2O Furniture Store offers a White Glove Delivery Service at an additional charge with installation in the greater Los Angeles, Orange County area with a $1500 minimum purchase.   White Glove Delivery Outside of Los Angeles Area Please note that H2O Furniture Store may not offer white glove service in your area, it is best to call before to get a quote and availability (626) 310-0460.

Shipping Time

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All delivery dates contained on H2Ofurniture.com are estimated. An exact delivery date can change due to production time frame, overseas loading plans, and freight shipment logistics. If customer misses the scheduled delivery with the shipping company, an additional fee of $95 will be charged to his/her account. Customer understands that delays caused by logistics or third parties’ production schedules are beyond control of H2O Furniture. H2O Furniture Store has no affiliation with manufacturers, overseas ports, vessels, or freight shipping companies. All deliveries to be performed by H2O Furniture delivery team (local deliveries) will be scheduled prior to delivery with a confirmed day and time authorized only by the delivery department.

Delays

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Delays in production and shipping may occur. If a delay occurs, don't panic. We will work hard to get your purchase to you, but please keep in mind that we work with high-ticket and large items, which come from all over the world. In most cases, delays occur during busy seasons, holidays, due to production delays, or other factors not in our control. We will make all efforts to quote accurate lead times and notify all our customers promptly. Please note that we are not responsible for product delays from the manufacturer. Due to increased security by governments, customs delay may also occur, which is beyond our control.

Return & Exchange Policy

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All returns and exchanges are at the discretion of H2O Furniture as all sales are final. authorized only by the Operation Manager of H2O Furniture Store via email. (not by the sales representative.)

Returns or Exchanges of regular merchandise can be made within 7 days of receiving the product. All returned products must be free of damage and in original condition (not used and not installed, with all original packaging material included). Prior to returning the products, customers must email or call us for Return Authorization number. Any merchandise received without a Return Authorization number will not be accepted. The shipping must take place at the customer’s expense. In case of any returns or exchanges customer is responsible for shipping charges both ways. If the customer is receiving a white glove delivery, and decides to return an item or exchange the item, they must immediately notify H2O Furniture store at the time of delivery. If the merchandise accepted, customer will not be able to return the merchandise as the delivery team will dispose of all packaging material as soon as the setup is complete. All exchanges are subject to transportation fees. All returns are subject to a 30% restocking fee as well as two way shipping charged.

Due to the nature and limited stock of our unique furniture collection, H2O Furniture Store reserves the right not to issue refunds or exchanges on any of the following:

  • Custom orders ( i.e. products that are built to order or any item labeled non-returnable )

  • Special purchases, including: clearance items, inventory sales items, custom quotes, special discounts, etc.

  • Floor samples

  • Any item that has been assembled, installed, modified or used in any way.

  • Any item that is not in resalable condition.

  • Any item not accompanied by a Return Merchandise Authorization Number issued by H2O Furniture Store.

  • Any item that is not in the original box with sufficient packaging materials.

  • Expedited shipping and charges for shipping to Alaska, Hawaii, and International destinations.

  • Any item not purchased from H2O Furniture Store.

  • Any item reported damaged during transit

  • Step 1: Acquire authorization number and instructions. Any return without a Return Authorization number will not be accepted.

  • Step 2 Shipping product back. All returned products must be undamaged and in original condition (not used and not installed, with all original packaging material included). Once an item has been assembled it is no longer returnable.

Below are the keys to a successful return:

  • Good packaging: Re-pack products for return in the original box with original packaging material. Write the RA # exactly as instructed by H2O Furniture Store. Do not write on the box to maintain its like-new condition. Improper labeling will result in the denial of return.

  • Ship & Insure: Next, ship the product to the warehouse address provided using a carrier that will provide both a tracking number as well as a signature that the item was confirmed delivered, please do not ship USPS because they cannot provide these guarantees. If we are unable to confirm delivery of your item, this may result in the denial of the refund.

  • Tracking Number: All return must be using a carrier that will provide us trackable tracking number online. Retain your tracking number and e-mail it to us so that we can check on the progress of your return. If you have not received credit within 14 days from the date of delivery to the warehouse, please contact customer service and provide them with the tracking number so that we can expedite the credit process for you.

Claims

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If the customer has any claims other than what was noted on the delivery receipt, It is upon the discretion of H2O Furniture store to resolve the matter. If the customer has failed to follow our terms and conditions as per agreement to purchase from H2O Furniture Store, we would not be responsible for any damages, shortages or any other claims.

All claims will be resolved and authorized only by the Claims Department Manager of H2O Furniture Store. (not by the sales representative or the delivery team.) Each and every claim must be properly filed within 48 hours, in order to be considered. Customers must file a claim at the claims form with all required information including a few images of the damage. All properly submitted claims would have a resolution after a 72 business hour reviewing time.

It is the responsibility of the customer to file a claim and to call us to make sure that we received the claim and all needed information. If items are damaged or suspected to be damaged, it must be documented "Damaged upon arrival" where you sign for the items. The delivery driver must wait while you inspect. If the driver does not agree to wait, note "TRUCK DRIVER REFUSED TO WAIT" on the bill of delivery and refuse the shipment.

It is important to be as detailed and descriptive as possible on the delivery slip before you sign for your items. A signature indicates acceptance; without inspecting the boxes, you are accepting the shipment "as is" and will be fully responsible for any replacements (including freight) or repair costs if transit related.

H2O Furniture store is not responsible to resolve any claims if the customer has signed the delivery receipt without any notation of missing parts or damages as all sales are final.

Important: Delivery Acceptance Instructions

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All items prior to being shipped out are thoroughly inspected by quality control, and then again in our warehouse. Because of this, furniture deliveries are guaranteed to be received in good condition UNLESS damaged in transit.

H2O Furniture is not responsible for any damages or shortage if the delivery receipt is signed with no notation of a problem or damage. The customer is responsible for making themselves available for taking the delivery and inspecting the product at the time of delivery. If you authorize the product to be delivered in your absence or without your inspection, you automatically represent that the product is received in good condition and will void all rights to returns, claims and insurance!

In case of damage

All deliveries are insured, therefor all claims noted at the time of delivery will be filed with the shipper by H2O Furniture store only upon receiving a claim from the customer. If the damage is severe, you agree to refuse ONLY the PIECE that is damaged and make notations on the freight bill. Customer must take photographs of the damaged piece(s) whether the damaged piece is accepted or refused at the time of delivery, and shall provide such photographs to H2O Furniture Store upon request.

If the damage is not severe and you agree to receive a discount covering the cost of repairs, you must to file a claim with H2O Furniture store immediately by providing images of the damage in order for us to estimate the repair charges.

  • All items refused due to damage at the time of delivery will be replaced upon availability.

  • The freight company’s receipt should not be signed before you have completed the inspection. Please make sure to have some company to help you unpackaged and inspect the merchandise as the driver will not allow a lot of time for inspection since the delivery type you have selected is "curb side"

  • If the driver refuses to wait for you to complete the inspection, make a notation on the waybill, sign it with the following notation: "TRUCK DRIVER REFUSED TO WAIT." And refuse the delivery. We will then rearrange to have the furniture redelivered. If you have refused delivery because the driver did not allow time for inspection, you must contact H2O Furniture so that we can reschedule delivery.

  • If any damage is observed during the inspection, you may refuse to accept the damaged item. you choose to accept the shipment, make sure that all damage observed by you is itemized on the freight company’s receipt.

  • If the delivery is incomplete (i.e. one of the ordered items is missing), you must Note of the shortage on the receipt.

In the event that damage is not noted on the waybill when signed "received in good condition" on the delivery receipt, or the applicable packaging materials are not retained, customer may not then file a claim with the tracking company. IF YOU REFUSE TO ACCEPT DELIVERY OF YOUR ORDER FOR ANY OTHER REASON THAN THE PRODUCT BEING DAMAGED IN TRANSIT, YOU ARE LIABLE FOR ALL OUTWARD AND RETURN FREIGHT CHARGES INCURRED BY YOUR REFUSAL.

Any unpaid freight charges will be deducted from your refund. If it is found that any of the larger products upon delivery 'will not fit' through any doors/stairwells and the product is subsequently returned/refused, you are responsible for all outward & return carriage costs. If you need to confirm the boxed dimensions of a product, please contact us prior to placing your order.

Hours of Operations

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Monday - Friday: 10am-3pc Pacific Time