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Terms of Sale, Policies, Frequently Asked Questions |
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We know how important a furniture purchase is to you and your family. We understand that you have taken great care and time in making this decision. When placing with order with Max Furniture you are agreeing to all terms and policies including shipping, damages, returns, and payment as stated on www.maxfurniture.com, and any updated terms and policies received on order and tracking communications from us. Max Furniture reserves the right to change or amend our policies and terms of sale at anytime. The policies and terms of sale that exist at the time your order is placed will govern your purchase. Be sure you understand these terms of sale. |
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The process of delivering large and expensive items requires that all parties involved be informed. Max Furniture recommends that you read our Learning Center for industry standard information on how furniture is made and the materials used. We do our best to accurately show the finish and colors of each piece we carry, however, colors can vary by personal perceptions, monitor type and age, video card differences, and printing variations. |
IS THERE A WARRANTY?
WHAT ARE MY SHIPPING AND DELIVERY OPTIONS?
WHAT ABOUT CANCELLATIONS?
HOW LONG DOES DELIVERY TAKE?
WHAT SHOULD I EXPECT WHEN MY ORDER ARRIVES?
CAN I USE MY OWN CARRIER?
WHAT HAPPENS IF MY ORDER ARRIVES DAMAGED
WHAT IS YOUR RETURN POLICY?
WHY SHOULD I PURCHASE SHIPPING INSURANCE?
WHEN DOES MY CREDIT CARD GET CHARGED?
CAN YOU CUSTOMIZE AN ITEM FOR ME?
CAN I CHANGE THE ITEMS THAT WE BUY FROM WHAT IS LISTED?
DO YOU OFFER ANY LAYAWAY OR FINANCE PLANS?
HOW LONG ARE SPECIALS AND SALES AVAILABLE?
DO YOU SHIP TO ALASKA OR HAWAII?
CAN I HAVE MY FURNITURE SHIPPED TO AN INTERNATIONAL DESTINATION?
DO YOU SHIP TO CANADA?
WHAT IS "QUICK SHIP"?
Q: IS THERE A WARRANTY?
A:
There are various manufacturer warranties available ranging from 90 days to 7 years. Max Furniture warranties all our products for 1 year from the date of purchase regardless of whether there is a manufacturer warranty or not. For complete details, click here.
Q: WHAT ARE MY SHIPPING AND DELIVERY OPTIONS?
A:
Max Furniture has chosen to partner with a premier furniture delivery company to ship the majority of our orders. Because furniture and home accessories are all they handle, they provide our customers with a superior shipping experience. This protects our customers investment in fine furniture. This can take a little longer than some other carries, but we feel the benefit to our customer outweighs the time difference. Parts, some orders with specific shipping needs, and those shipped directly from the vendor may be shipped by other means. Carriers that we find do not meet our standards of service will not be used.
Basic In Home
With Max Furnitures Basic In Home service, two uniformed men will deliver your merchandise and place it in the first dry area of your home or your garage. Once they leave, it is then your responsibility to unpack, inspect, place in your room of choice, assemble the furniture if any is needed, and dispose of packaging. The delivery agent does not normally, and does not have to, allow time for the customer to unpack and inspect the merchandise. Only White Glove shipments provide for unpacking, assembly, inspection by the customer, and debris removal.
White Glove
In addition to Basic In Home Delivery, Max Furniture is proud to offer White Glove service. White Glove is strongly recommended for certain items due to weight, packing, and possible assembly. White Glove Delivery is a specific delivery option available on all orders. When ordered, we will ship the furniture to a furniture delivery specialist in your area. They will then contact you to schedule a time and date for delivery. They will send out a 2-person uniformed delivery team, carefully unpack your merchandise and provide light assemble in the room of your choice using basic tools. They then haul away all packaging. White Glove Service must be ordered prior to the shipment of your furniture. This does not include moving your existing furnitur
Q: WHAT ABOUT CANCELLATIONS?
A:
Please keep in mind that once an order has shipped, it cannot be cancelled. If you refuse an order, it will then fall under our standard return policy and will be subject to a deduction of roundtrip shipping and handling from your refund.
Return Policies do not apply to: clearance items, special and custom orders, or International Shipments including ( except Canada ).
Q: HOW LONG DOES DELIVERY TAKE?
A:
We understand that you are eager to get your beautiful new furniture, but we feel protecting your investment is just as important. Some items are shipped directly to you from the manufacturer; others are shipped from our Dallas facility. Once an item is put on the truck, delivery usually takes from 5-14 business days. Many items are in stock and will be shipped within 14 days of ordering. However, please allow up to 4-6 weeks since some items may be on backorder or must be ordered specifically for you.
Our shipping department will email you tracking information for your order when it ships. Please watch for this email. This email contains important information including Tips for Handling Your Order When Received, and your responsibilities as purchaser.
Shipments to Alaska, Hawaii, Canada and other International destinations have unique shipping requirements. Please ask your sales person, or call (800.477.3703) for information on your specific location.
Q: WHAT SHOULD I EXPECT WHEN MY ORDER ARRIVES?
A:
Most deliveries are only performed Monday through Friday. The freight company will call to schedule an appointment.
A signature is required at the time of delivery. If you make arrangements for someone else to accept your shipment, you still hold the same responsibilities as if you signed for the shipment. If you make arrangements with the shipper to leave the merchandise without a signature, you wave all rights and release Max Furniture from all responsibility regarding the shipment.
1. Verify that the number of boxes you receive matches the number on your freight receipt.
2. Upon delivery please inspect all boxes for damages and note any damages on your freight receipt.
NOTICIBLE DAMAGE INCLUDES BUT IS NOT LIMITED TO:
Cuts on box or shipping material
Tears in box or shipping material
Rips in box or shipping material
Punctures in box or shipping material
Dirt or Stains on box or shipping material
3. It is your responsibility to inspect each box before the shipping agent leaves, and each piece upon arrival. All claims for damages must be filed with us within 3 days of delivery.
4. If there is any damage to the item, please accept the delivery and note all damage on the delivery ticket.
ANY DAMAGE OR DEFECT MUST BE NOTED ON YOUR SIGNED DELIVERY RECEIPT
IF NOT, WE MAY NOT BE ABLE TO ASSIST YOU
5. If there is damage, and you have not requested White Glove Delivery, please save all packaging until a furniture technician has inspected the damaged items. You will need your packaging if items are to be returned.
6. If you purchased our 5-year Extended Warranty, bedroom furniture, or dining room furniture, and there is any damage to an item, please accept the delivery and note all damage on the delivery ticket. Call 1-800-204-2315 to report the damage to Like New, our
Q: CAN I USE MY OWN CARRIER?
A:
Yes, many customers choose to use their own carriers, especially those located near north Texas. When using their own carrier, the customer assumes all responsibility to arrange the carrier, to arrange the Bill Of Landing for the shipment, and to arrange payment for the carriers. Once the customer’s carrier has signed for the items, Max Furniture holds no responsibility for any items shipped and/or any damages incurred while shipping.
Q: WHAT HAPPENS IF MY ORDER ARRIVES DAMAGED
A:
Max Furniture works hard to make your on-line shopping experience pleasurable and trouble free. We know that you are excited about receiving your new furniture and we work hard to insure it reaches you in perfect condition. However, accidents do happen.
If you have purchased the supplemental shipping insurance from Max Furniture, you may contact our customer service department and file a damage claim.
- All claims must be filed with pictures to our customer service department within 3 days of the receipt of your order.
- Max Furniture Reserves The Right to repair or replace any piece of furniture. The decision to repair or replace will be at the discretion of Max Furniture. It will be at the discretion of Max Furniture to have a professional furniture technician inspect the pieces to determine if the items will be repaired or replaced. If Max Furniture determines that repair is impractical, you will be furnished a substitute unit of the same or similar color, design, style and quality.
- If you notice a manufacturing defect, it is important for you to promptly notify Max Furniture. See our Warranty for more information.
- Please be sure you carefully inspect all items within 3 DAYS of the receipt of your order. Resolution of problems found after this time will be at discretion of Max Furniture. If you are holding a piece pending completion of a remodel or construction project, be sure the merchandise is inspected within 3 days of deliver, DO NOT WAIT until the project is complete. We may not be able to assist you with issues at that time.
- If parts or pieces are missing or need replacement they may have to be ordered from the manufacturer. Since some of our manufacturers are located overseas, replacement parts and pieces normally take from 4-6 weeks. This time is sometimes shortened to 2 weeks, and in some cases m
Q: WHAT IS YOUR RETURN POLICY?
A:
Max Furniture is proud to offer one of the most flexible return policies in the industry. We offer a 14-day return guarantee. If you get your furniture and do not like it, it does not fit your home, your taste, your colors, or just is n0t what you were expecting, you may return it for credit, LESS, roundtrip shipping and handling. This does not apply to Canadian and other International Shipments. Please see below for further information on International orders.
- Returns will only be authorized if you contact us within 14 days of delivery. We cannot accept furniture that has been assembled or used; it must be in new condition with no damage and in the original packaging.
- ALL RETURNS must be pre-approved and a signed Acceptance of Return Policy must be on file before your return will be accepted.
- Wrap carefully. All returns must be in original condition and packaging or you must provide packaging, otherwise, additional fees will apply and will be deducted from your credit. Additional fees may apply if not returned in original packaging.
- Return shipping costs will be at the customer's expense.
- Some of our products are offered with free shipping, so please note if you return a product that has free shipping our actual outbound shipping costs will be deducted from your return refund.
- You will be credited the amount charged less roundtrip shipping and handling. This includes outgoing shipping charges on free delivery items.
- International orders, including Canada, will be credited the amount charged less roundtrip shipping and handling, and other fees incurred with bringing the merchandise back into the United States.
- Please Note: unless the return or exchange is due to an error on our part, we cannot refund shipping or handling charges.
- If an order is REFUSED and retu
Q: WHY SHOULD I PURCHASE SHIPPING INSURANCE?
A:
Freight companies insure all items for an average amount of $1.59 per lb. If your merchandise exceeds this value it is strongly recommended that you purchase actual value insurance. Please note that unless you purchase optional supplemental insurance (1.5% of purchase price) you will be responsible for filing any claims and collecting from the freight company directly. You must note any damage on the driver's delivery ticket at the time of delivery, otherwise the carrier may not accept the claim. Unless Supplemental Insurance is purchased, Max Furniture has no liability for the merchandise once it leaves our docks. If your merchandise needs to be replaced, you would pay for a new item and then collect from the freight company. Although damage occurs very rarely WE HIGHLY SUGGEST SUPPLEMENTAL INSURANCE.
Q: WHEN DOES MY CREDIT CARD GET CHARGED?
A:
Your credit card is NOT charged (unless paid via PayPal or some check cards) until the merchandise is ready for carrier pick up.
Q: CAN YOU CUSTOMIZE AN ITEM FOR ME?
A:
Not usually. We purchase or manufacture the merchandise in quantity and then package it for shipping. We cannot increase or decrease the size of tables, beds etc. There are some instances where, if noted, we can change leathers, etc., but in most circumstances we cannot customize. Please feel free to contact us if you are not sure.
Q: CAN I CHANGE THE ITEMS THAT WE BUY FROM WHAT IS LISTED?
A:
Yes, in most instances. One of the benefits of shopping online for furniture is our ability to offer a wider selection of products than your local furniture store. If you need a type of piece not shown with a particular collection, contact us to see what else is available. Please call us at 800-477-3703 and one of our sales associates will be glad to assist you. There are some clearance items and certain other items that can only be sold as shown, but most merchandise can be grouped as you need it.
Q: DO YOU OFFER ANY LAYAWAY OR FINANCE PLANS?
A:
Yes, we do, please contact us for more details as we are always adding new ways to make your shopping more convenient.
Our layaway plan includes no set up fees, 20% down, up to 6 monthly payments and a 10% cancellation fee. On all layaway orders, if no payments are made after 6 months, all payments will be forfeited and the items ordered will be released.
We offer finance plans with 90 day-same-as-cash plans up to 6-month same-as-cash plans. Max also offers 12 and 24-month payment plans with no interest.
Please click here for the easy online application: Max Furniture Financing
As a Max Furniture Customer, you will never shop for furniture the same way again! Take advantage of our enormous selection of high quality goods for both inside and outside the home. Use your card year after year and start saving time and money today.
Q: HOW LONG ARE SPECIALS AND SALES AVAILABLE?
A:
While most specials and sales are advertised to be available until the end of the current week, many items are one time buys and are valid "while supplies last". All specials and sales are evaluated on daily basis. Max Furniture reserves the right to withdraw and/or change any special or sale at anytime.
Q: DO YOU SHIP TO ALASKA OR HAWAII?
A:
Shipments of some of our product to Alaska or Hawaii are possible; however standard shipping rates will not apply. For questions regarding availability and rates for shipments to Alaska or Hawaii, please call (800.477.3703) or email us at sales@maxfurniture.com
Q: CAN I HAVE MY FURNITURE SHIPPED TO AN INTERNATIONAL DESTINATION?
A:
Yes. For information on shipments to Canada, please see below. Shipments to most other international destinations are possible. For questions regarding availability and rates for shipments to international (non U.S.) destinations, please call (800.477.3703) or email us at sales@maxfurniture.com
Q: DO YOU SHIP TO CANADA?
A:
General Information - we routinely ship our furniture into Canada. We work hard to ensure your international shopping experience is pleasurable and trouble free. This includes seamlessly crossing the border, processing applicable duties and taxes, and home delivery by one of our well established shipping partners.
Duties and Taxes - all Max Furniture shipments originate in the United States. Therefore, the following will apply to Canadian shipments:
1. Duty assessed by the Canada Border Services Agency (9.5%)
2. 5% Canadian goods and services tax (GST)
3. Border processing fee ($75 per shipment)
For your convenience these will be added to your order. Max Furniture will complete all required export documentation, and will pay applicable duties and taxes on your behalf in order to expedite your shipment through Customs. Provincial Consumption Taxes (HST and QST) will not be included and are the responsibility of the individual.
Shipping to Canada - Max Furniture offers Basic In Home Service for shipments to most areas in Canada. White Glove Delivery is available for most areas. Some areas are designated as "remote" or require special services (e.g. ferry service) by our furniture delivery partners. Shipments to these areas are possible; however standard shipping rates will not apply. For more information on special delivery situations, or for questions regarding availability and rates for White Glove Delivery, please call us at (800.477.3703) or email us at sales@maxfurniture.com
Shipping Rates – a Canadian Shipping Surcharge (10% of order) will be calculated and added to your domestic shipping rates. The total shipping charge will be displayed during the final checkout process. In the event of a free shipping offer, the domestic portion of qualifying shipping charges will be waived but the Canadian upgrade cost (10% of order) will be applied to your order.
Q: WHAT IS "QUICK SHIP"?
A:
Quick Ship items are in stock in our warehouse and typically ship within 2-3 business days.
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Please call or email for shipping to Alaska, Hawaii or Canada
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