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Shipping, Returns & Damages

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Shipping Your Order

  1. Shipping Information

Receiving Your Order

  1. Delivery Services
  2. Signing for Proof of Delivery
  3. Freight Deliveries
  4. Standard Delivery Policies
  5. Threshold Delivery Service
  6. White Glove Delivery Service

Return Policy

  1. Return Process
  2. Undeliverable or Refused Shipments
  3. Return Fees

Damage Policy

  1. Filing a Damage Claim
  2. Refusal of Shipment

Shipping Information:

A. Pricing

Most lightweight shipments are sent by FedEx or UPS and delivered to an easily accessible area around your home or office. A heavy or oversized shipment requires the use of a common delivery carrier. Additional delivery fees such as ferry fees/gated community fees (that are required to access your address) will be billed to you, if incurred.

Deliveries by freight companies (Non-UPS/FedEx Ground) follow the policies as set forth by the freight company. See Delivery Services below for more information.(return to top of page)

Receiving Your Order:

A. Delivery Services

    1. Small Package Shipping
      • Parcels under 150 lbs and under 160” in girth (length x width x height/3) will ship via parcel package carriers such as Fedex®, UPS® or DHL®.
        Note that the product dimensions listed on the website are not the same as the shipping dimensions which include the packaging.
    2. Freight Delivery
      All freight deliveries have the following policies;
      • To the Door Delivery – you will be contacted by the freight company 30 minutes before delivery. You are not required by the delivery company to be home to sign for “To the Door” deliveries. However you are responsible for signing for the package as damaged to be able to file a claim on any damaged pieces
      • In-Home Delivery – you will be contacted by the freight company to schedule a convenient delivery time and date. Freight companies do not schedule business deliveries.
      • Additional Delivery Fees - if there are additional fees such as Ferry fees or Gated community fees to access the delivery address, such fees will be charged to the consumer.
      • Change of Address - if a change, update or correction is made to the delivery address for your order, additional fees will be charged to the consumer.
      • Delivery Hours - Typical delivery times are Monday - Friday 8am to 5pm excluding Holidays.
      • Questions? Call our customer service at (toll-free).
      • How to Inspect your Shipping Carton(s)
        • Severe carton damage and/or product damage - Refuse damaged carton(s)
        • Minor carton damage, unsure of product condition - Refuse damaged carton(s) or note delivery ticket
        • Good carton condition - sign for cartons in good condition on delivery ticket

      Types of Freight Deliveries
      1. Self-Service Curbside Delivery Service
        Products arrive by freight truck to the curb in front of your house. You are responsible for removing the product(s) from the truck and carrying them to their final destination. Drivers are not responsible for unloading and carrying parcels from the back of the truck. Recipients must be prepared to have assistance or dollies to unload heavy objects.
      2. To the door Delivery
        Products arrive by freight truck and are delivered to the first dry area outside of the home such as the garage or front porch. Drivers are not responsible for carrying parcels into the home of office.

        If you feel that you need additional services to help you move items from the truck into your home or business, once you have received the tracking information via email you can contact the shipper directly to inquire about these additional services. You would be responsible for directly paying the truck freight carrier for any additional services.
        • Unpacking Services - None
        • Assembly - None
        • Clean-up Services - None
      3. White Glove Delivery Services
        White glove delivery is the safest and most efficient way to deliver your furniture. If you have chosen white glove delivery services you will be contacted by a scheduling clerk and/or automated email to schedule the delivery appointment which covers a 4 hour window Monday - Friday during regular business hours.

        Please prepare the area in which the products are being delivered to be free from debris and obstacles including the walkway up to the home/business and into final delivery area. Please assure that all doorways and/or elevators are of sufficient height and width to allow delivery of your items (allow for necessary protection pads). If appointments are necessary in condos or apartments to access elevators please make an additional appointment with the scheduling clerk in addition to the scheduled delivery window.

        White glove delivery does not include electrical, plumbing or component wire connections. If you have need for additional services such as additional inside or outside stair carries, longer assembly times, time specific deliveries or additional labor to carry your furniture for you, delivery outside normal business hours (M-F 8am-5pm), please contact us.

        Deliveries made to Rural and remote areas may be delayed as certain carriers may only deliver to your area once or twice a month. There are accessorial charges of $100.00 for delivery into the following postal codes in Mississippi and Louisiana: (numbers indicate the first three numerals of the postal code. Example 700xx)

        Louisiana Postal Codes Louisiana Postal Codes
        700, 701, 702, 703, 704, 705, 707, 708 394, 395, 396

        The following Postal codes are not deliverable to via freight truck:
        Non-Deliverable Postal Codes
        California 90704
        Maine 04653, 04050, 04645, 04853, 04863
        Maryland 21824, 21866
        Massachusetts 21824, 21866
        Michigan 49757, 49775, 49726
        North Carolina 27959, 27960
        Ohio 43434, 43438, 43456
        Virginia 21440
        Washington State 98236, 98239, 98243, 98245, 98249, 98250, 98253, 98260, 98261, 98262, 98277, 98278, 98279, 98282, 98286, 98110, 98310, 98311, 98312, 98314, 98315, 98337, 98325, 98333, 98340, 98312, 98342, 98345, 98346, 98376, 98353, 98359, 98364, 98366, 98367, 98370, 98380, 98383, 98386, 98392, 98393, 98395

        Types of White Glove Delivery

        1. Inside Front Door Delivery - Threshold
          Delivery - provides two-man lift gate delivery, to inside the threshold / front entrance of your residence or the first dry area of your choice. The product will be carried up to two flights of stairs to the building threshold (4-15 steps = 1 flight).
          Unpacking Services - Products will be left in the original packaging
          Assembly - None
          Clean-up Services - None
          It is recommended to upgrade to Room of Choice with packaging Removal or Assembly Service.
        2. Inside Room of Choice Delivery - Whiteglove (assembly & clean up not included)
          Delivery - Two-man lift gate inside delivery to your room of choice. Includes stair carries up to two flights of stairs (4-15 steps = 1 flight) up to the third floor. If you have additional floors that require additional stair carries please contact us.
          Unpacking Services - The shipper will carefully unpack your packages
          Assembly - None
          Clean-up Services - None
        3. Inside Room of Choice Delivery - Whiteglove with Light Assembly (15 minutes Set in Place & Clean-up)
          Delivery - provides two-man lift gate inside deliver to your room of choice. The product will be carried up to two flights of stairs to the building threshold (4-15 steps = 1 flight). If you have additional floors and need additional service please contact us.
          Unpacking Services - Products will be left in the original packaging
          Assembly - Set in place service means that pieces will be placed next to, or on top of each other requiring no tools up to a fifteen minute period. The assembly period begins once the product is out of the carton and in the room of choice. Longer setup times may incur additional charges, please contact us if you feel you need additional services.
          Clean-up Services - The shipper will remove and dispose of all packaging material
        4. Inside Room of Choice Delivery - Platinum (30 minute Assembly & Clean-up)
          Delivery - Two-man lift gate inside delivery to your room of choice. Includes stair carries up to two flights of stairs (4-15 steps = 1 flight) up to the third floor. If you have additional floors that require additional stair carries please contact us.
          Unpacking Services - The shipper will carefully unpack your packages.
          Assembly - Pieces will be screwed or bolted together for a 30 minute period. The assembly period begins once the product is out of the carton and in the room of choice. Longer setup times may incur additional charges, please contact us if you feel you need additional services.
          Clean-up Services - The shipper will remove and dispose of all packaging material

 

Delivery Method Two Man Lift Gate Self Service Curbside Delivery Inside Front Door Delivery Inside Front Door Delivery Unpack,
Set in Place (up to 15 min) Cleanup
Unpack, Assembly w/Basic tools
(up to 30 min)
Cleanup
# Floors Carried
Fedex/UPS/DHL             0
Self-Service Curbside
Delivery
          0
Inside Delivery Bronze       2
Inside Delivery Silver     2
Inside Delivery Gold   2
Inside Delivery Platinum 2

 

    Delivery methods or companies may change or be substituted with the same or higher level of service without notification to the purchaser.
 

B. Signing for Proof of Delivery

All freight deliveries require a person at least 18 years of age to be present and sign for the proof of delivery. FedEx, UPS and DHL randomly require signatures on delivery based on driver′s choice.

  1. Take Inventory of Your Delivery - The number of boxes delivered to you should match the number of boxes listed on the delivery receipt. If there are missing cartons, note that when you sign the delivery receipt (example: “only received 3 of the four boxes”). If there are missing boxes and you sign the delivery receipt without such a statement, replacement cost for the missing item and delivery fees will not be covered by the shipper or the e-tailer and will be the customer′s responsibility.
  2. Damaged Cartons or Merchandise
    Please inspect the packages for damage to the exterior carton or merchandise and follow the guidelines below:
    Damage Type How to Sign Delivery Receipt
    No Damage to carton or merchandise Sign for Cartons in good condition
    Damage to carton or merchandise Depending on the extent of damage to the carton, either refuse delivery or note damage on delivery receipt. Report even the smallest dent, scratch or hole in the packaging as it might be an indication of possible product damage.
    Severe Carton Damage or Product Damage Refuse delivery of damaged cartons.

    IMPORTANT: Damaged merchandise is not eligible for return or exchange without proper notation on the delivery receipt. Upon delivery, carefully inspect your merchandise before you sign the delivery receipt. It is required that you note any damage to the packaging or merchandise on the form provided by your delivery team. Damaged cargo is not eligible for return or exchange without this documentation.
    Delivery may:
    • Require a person to be present to sign for the delivery at the time the furniture is delivered.
    • The delivery service is by "Curbside Delivery Service" which means that the truck driver will leave the carton at the curbside and is not required to assist with removing the package from the truck or assist with unpacking, set-up or clean up. If the package is heavy you may need to provide and use a dolly or seek others to assist you. If inside home or business delivery or a lift gate is needed contact Customer Service, , as additional charges will apply.
    • If you live in a Rural/Remote area, your delivery may be delayed, as carriers may only delivery to that area once or twice a month.
    • For residential deliveries the freight company will schedule a time for delivery with you. Freight companies do not schedule appointments with businesses.
    • Additional delivery fees such as Ferry Fees/Gated Community Fees that are required to access your address will be billed to the consumer when incurred.
    • If a change, update or correction is made to the delivery address for your order, additional fees will be charged to the consumer.
    • Typical freight delivery hours are Mon - Fri 8am-5pm, except holidays.
 

C. Freight Deliveries

If your order is being delivered by a freight delivery company, a delivery time will be set up with you by the freight company 1-2 days prior to delivery (for home deliveries).

  • Upon delivery you have the right to inspect the cartons and accept or reject delivery according to certain conditions. Please see the Damage Policy below for more information on damaged deliveries

IMPORTANT: Please carefully inspect your merchandise before the delivery personnel leave your home. It is required that you note any damage to the packaging or merchandise on the “Home Delivery Customer Service Report and ASP” form provided by your delivery team. Damaged cargo is not eligible for return or exchange without this documentation.

For questions, call us toll free at .

 

D. Standard Delivery Policies

  • Typical freight delivery hours are Mon-Fri 8 a.m.-5 p.m., except holidays
  • Freight delivery will require an adult, 18 years of age or older, be present to sign and accept the delivery at the time the package is delivered
  • For deliveries to a residence, the freight company will contact you to schedule a time for delivery. Freight companies do not schedule appointments with businesses
  • Deliveries made to rural or remote areas may have an extended delivery date, as carriers may deliver to these areas only once or twice a month
  • Additional delivery fees, such as Ferry Fees/Gated Community Fees that are required to access your address, will be billed to the customer when fees are incurred
  • If a change, update or correction is made to the delivery address for your order, additional fees will be charged to the consumer
  • IMPORTANT: Please carefully inspect your merchandise before the delivery personnel leave your home. It is required that you note any damage to the packaging or merchandise on the “Home Delivery Customer Service Report and ASP” form provided by your delivery team. Damaged cargo is not eligible for return or exchange without this documentation.
 

E. Threshold Delivery Service

Threshold Delivery is an interior delivery where delivery agents will unload your items into the first dry area available, such as the garage or front entry. If delivering to an apartment, the carrier will deliver inside the first floor of the complex. The recipient is responsible for moving the product further from the first threshold. Drivers do not assist with unpacking, set up or clean up.

  • The delivery truck team will leave the carton at the first dry room or area of the home (i.e., doorway, entryway, garage) and is not required to assist with unpacking, assembly, setup or clean up.
  • If inside home or business delivery and/or assembly is required, or a lift gate is needed, contact Customer Service at . These services may be provided for an additional charge.
  • IMPORTANT: Please carefully inspect your merchandise before the delivery personnel leave your home. It is required that you note any damage to the packaging or merchandise on the “Home Delivery Customer Service Report and ASP” form provided by your delivery team. Damaged cargo is not eligible for return or exchange without this documentation.
 

F. White Glove Delivery Service

Our White Glove Delivery Service is provided by freight delivery companies who specialize in shipping furniture. When this service is provided or selected, it means the furniture will be delivered into your home, into the first dry area of your home. This would be your garage or just over the threshold of your home. (Carriers Choice) For apartments that do not have a vestibule, your delivery would be taken up two flights of stairs. We understand that it is very important that you receive your new furniture in perfect damage-free condition, that′s why we provide the option for White Glove service.

Our White Glove Delivery is the best furniture delivery service in the country. Why is our White Glove Delivery Service better?

  • White Glove Service agents are specialized at moving new furniture, unlike other delivery companies that move many different types of large items.
  • Additional delivery fees such as Ferry Fees/Gated Community Fees that are required to access your address will be billed to the consumer when incurred.
  • Your White Glove Delivery can be upgraded to the room of your choice or to include simple assembly or additional stair carries. Please contact customer service at CustomerSupport@hillsdale-furniture-online.com for pricing
  • IMPORTANT: Please carefully inspect your merchandise before the delivery personnel leave your home. It is required that you note any damage to the packaging or merchandise on the “Home Delivery Customer Service Report and ASP” form provided by your delivery team. Damaged cargo is not eligible for return or exchange without this documentation.


All furniture deliveries using the White Glove Delivery Service receive the highest level of service available with delivery into your home and your room of choice.

If you have questions about the delivery of your order, please call our customer service, toll-free, at .

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Return Policy:

A. Return Process

At Hillsdale-Furniture-online.com, we want you to be pleased with your furniture purchase. If for some reason you do not receive what you were expecting; you may return most products within 15 days of receipt (some restrictions apply1).

  • Step 1 - Obtain a Return Authorization Number - prior to returning any product to us please contact our customer service department and request a return authorization number. This number is required for us to be able to accept your return and provide the proper refund. Items returned to Hillsdale-Furniture-online.com without this authorization number will be refused and returned to the sender at their cost. Email: CustomerSupport@hillsdale-furniture-online.com or phone toll free
  • Step 2 - Package the product in its original packaging - products must be returned in their original packaging otherwise additional fees may apply.
  • Step 3 - Ship the product to the address provided with your Return Authorization Number. Different products are returned to different warehouses so be sure to send it to the right location.
 

B. Undeliverable or Refused Shipments

Packages that are undeliverable or refused at delivery will be fall under the policy for returns and will be assessed fees for two-way freight and restocking fee.

 

C. Return Fees

  • Freight both ways and insurance is the responsibility of the customer. If at anytime Hillsdale-Furniture-online.com its subsidiaries, or the manufacturer is billed for return freight, that amount will be deducted from your final refund or charged back to you if the refund has already been issued. Note that on items sold as “free shipping”, the original estimated shipping costs that were included in the price of the product or the actual shipping costs (if more than the estimated amount) incurred by Hillsdale-Furniture-online.com will be deducted from your return refund.
  • A minimum of a 20% restocking fee applies to all products. This fee will be deducted from your refund.

1Exclusions and Exceptions to Return & Exchange Policy:

  1. Returns, exchanges and replacement parts for damaged parts are not allowed for products that have been assembled, modified or altered in any way. Altering a product is defined as making any changes to the product that is not instructed in the product′s assembly directions or making damage repairs to products that include, but are not limited to wood fillers, scratch repairs, added locking devices, replacing hardware, etc. In addition, freight claims cannot be filed if merchandise is damaged in return transit and in the event of transit damage for altered products the customer would be responsible for and charged for the merchandise value.
  2. Mattress Exchange Guarantee: If you are dissatisfied with a mattress you have purchased you may take advantage of our one-time exchange offer for another mattress for only $129.00 after a required 90 day trial period has elapsed. You may exchange a mattress for the same size and for equal or lesser value. Upgrades in mattresses are possible if you pay the difference in cost of a more expensive mattress. Refunds are not provided for downgrades in mattress exchanges. All Mattresses are not returnable due to health and sanitary reasons, so you can rest assured that the mattress you receive is new and clean. The original mattress being exchanged
  3. Products made-to-order or custom made products, close-out/overstock items with health and sanitary considerations such as some mattresses and pillows may not be returned.
  4. Hillsdale-Furniture-online.com reserves the right to substitute a charitable donation in lieu of a physical return of the products. Item(s) be donated to a recognizable charitable or non-profit organization in lieu of a return. A donation receipt in the name of Hillsdale-Furniture-online.com will be required for refund approval. Detailed instructions outlining the donation process will be provided to you should this be necessary.

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Damage Policy:

A. Filing a Damage Claim

IMPORTANT: Damaged merchandise is not eligible for return or exchange without proper notation on the delivery receipt. Upon delivery, carefully inspect your merchandise before you sign the delivery receipt. It is required that you note any damage to the packaging or merchandise on the form provided by your delivery team. Damaged cargo is not eligible for return or exchange without this documentation; returns for damaged cargo without this documentation will be treated as a regular return with fees and shipping charges assessed according to our Return Policy.

When you receive your merchandise, cartons should be in good condition. You will be asked to fill out and sign a delivery evaluation (such as a “Home Delivery Customer Service Report and ASP”) and you′ll be ready to enjoy your new purchase. However, in the event your cartons and/or products are damaged we ask that you follow these steps to ensure damage claims and replacements are expedited.

If your shipment has:

  • Severe carton damage and/or product damage: Refuse damaged carton(s) (see “Refusal of Shipment” below)
  • Minor carton damage and/or possible product damage: You have the choice to refuse damaged carton(s) OR accept delivery and indicate “yes” to possible damage to the packaging and/or merchandise on the “Home Delivery Customer Service Report and ASP” form provided by your delivery agent. This is required. Damaged cargo is not eligible for return or exchange without this documentation. For questions, call us toll free at .

It is important that you contact us within 2 business days of delivery, as freight claims need to be filed within that time frame. Notification of damage after 2 business days of delivery may incur additional fees for product or part replacement.

To file a damage claim, you must:

  • Mark and sign that damage is or may be possible when delivery is made. It is required that you note any possible damage to the packaging or merchandise on the “Home Delivery Customer Service Report and ASP” form provided by your delivery team.
  • File a damage claim by going to My Account on Hillsdale-Furniture-online.com, Customer Claims, or call toll free
  • Keep all original packaging. Failure to do this will result in refusal of damage claim.
  • Take digital photos of shipment cartons, packaging and/or damaged product. You will receive instructions on how to submit them for your claim

Our customer service will help expedite your damage claim.

Hillsdale-Furniture-online.com reserves the right to offer replacement parts or pieces for damaged orders, in accordance with the manufacturers′ policies on damaged goods. Cancelled orders, due to damage, will be subject to a restocking fee of 20% or more, in addition to shipping fees for delivery and return.

Notes:

  • Some manufacturers do not offer replacement parts
  • Some manufacturers may replace damaged parts before, or in place of, replacing an entire item
  • For the following manufacturers, please contact them directly for damage claims:
 

B. Refusal of Shipment

At the time of delivery please inspect your package(s). If there is any indication of damage, please follow the instructions for Damage Claims. It is important you follow the instructions or a claim may not be granted.

If there is severe damage to the box or products at time of delivery, please refuse the delivery and sign the freight bill with “Refused due to damage.” Call customer service toll free at for assistance in getting a replacement product.

Important: If you receive multiple cartons and only one carton is damaged, accept the undamaged carton(s) and refuse the damaged carton. Sign the freight bill with “Refused due to damage” for the damaged carton. Call customer service toll free at for assistance in getting a replacement product. We will ship the replacement carton to you as soon as we can.

 

We try our best to keep our prices current and correct, however occasionally there are data mishaps that list an incorrect price on our website.  We reserve the right to cancel any order that has incorrect pricing.  You may, at your option reorder the items at the corrected price.