Pickup & Return Policy

Damaged & Missing Parts

Through many years of experience, we have learned to package our products to withstand damage during shipping, avoid selling items easily damaged during shipping, and discontinue suppliers whose damage rate is too high. All items must be inspected at the time of pickup/delivery, if damage is shown at the time of pickup or if parts are missing, please notify us right away, parts will be shipped straight to the pickup location within 7-14 Business days of notifying us. We will work to help you get needed replacements as quickly as possible at no extra charge. We recommend purchasing a protection plan, the protection plan will cover all accidental coverage that may occur during your pickup/delivery.

  • Actual Damage on Pickup/Delivery

    You may refuse pickup/delivery if an item is actually damaged on the time of pickup/delivery. It will take an additional time for us to re-order the damaged item and ask for another 7-10 business days, we will notify you when a new one arrives. Please notify our corporate office (click here) and tell us what item and reason for the refusal , so we can anticipate that item to get exchanged ASAP.

  • If our product is assembled for you, make sure you closely inspect the product for any damage BEFORE you take or leave the pickup location. Again, if there is a problem, accept or refuse the item only on the time of pickup/delivery.

  • If you accepted a item/package and then discover parts are missing or damaged, do not discard the packaging. Please contact us right away and we will ship you the replacement parts at no extra charge.

  • Report any missing or damaged item/part within 48 hours of delivery, so do not delay. If we cannot replace parts, you will be asked to return the item to the same pickup location and ask for you to wait for a new one (7-10 Business Days will be needed).

In the case of a manufacturer's defect, we can replace the defective part, or if needed, the entire unit. We stand 100% behind our products and the manufacturers who produce them, and we will make every effort to resolve any problems.

Return / Exchange Policy & Customer Satisfaction

A minimum fee of 35% of the purchase price will be assessed (re-stocking fee) on seller approved on merchandise not picked up or delivered. All sales are final and not refundable or returnable if merchandise has been picked up or delivered. Buyer assumes all risks associated with transportation of merchandise picked up. Buyer agrees to measure doorways and stairways before ordering, as seller is not responsible for merchandise purchased that is too large to fit. Buyer accepts that this is an outlet store and merchandise have no manufacturer warranty unless written above. All manufacturer warranties are voided unless stated above. Buyer should inspect the items before signing. Seller highly recommends an accidental protection plan to be purchased (ask us about the accidental coverage protection plan). SELLER CAN DESIGNATE A DAY FOR DELIVERY, but not a specific time. Delivery company cannot move, haul, or rearrange old furniture. Seller makes no warranty beyond any written description itemized on this order. BUYER LAYAWAYS ARE NOT SUBJECT TO CANCELLATION. Buyer agrees to complete all payments and have merchandise picked up within 90 days of above date or layaway may be forfeited.

ALL SALES ARE FINAL NO REFUNDS once picked up or delivered.

SPECIAL ORDERS ARE NOT SUBJECT TO CANCELLATION

Special orders are filled by the manufacturer upon customer purchase request and may take up to 12 weeks to arrive. 

QUESTIONS

If you have any question concerning our return policy, please contact us at: returns@NewFurnitureOutlet.com