Important Shipping Information
What about shipping?
Our rocker prices include US residential or commercial shipping to *most addresses in the Eastern or Central time zones. There is a $100 surcharge per order, not per rocker, to eleven Mountain and Pacific time zone states due to high freight rates. The $100 shipping surcharge does not apply to orders of THREE rockers or more. The shipping surcharges apply to AZ, CA, CO, ID, MT, NM, NV, UT, OR, WA, WY. Cushions and replacement parts continue to have free shipping.
Please note: Some shipping addresses in the US incur a substantial shipping surcharge due to their location such as a US domestic island and/or when a ferry would be required for delivery, the location is remote, or the rockers are to be delivered to an address in a major metropolitan city. Some examples would be: Boston, Chicago, Los Angeles, the NYC Metro Area, Greater Seattle, or Washington, DC. If your address is one that would incur such a surcharge and where we would suffer a loss over and above the sales price we will notify you ASAP and you can either choose to pay the extra shipping charges, provide an alternate shipping address, or cancel your order.
The shipping carrier will call to set up an appointment for delivery and a signature is required. Rockers are usually shipped and delivered via UPS Freight or other freight carrier on large tractor trailer trucks due to the oversize shipping cartons. Please print and read our shipping terms and conditions.
Please also note that standard included shipping includes residential or commercial delivery to the curbside, nearest outside door, or closest access point reachable via freight truck which are tractor trailer sized trucks. If your location is not accessible by large truck, please let us know before we ship your furniture. If that is the case you may need to meet the driver at the end of your road, in a nearby parking lot, or pick it up from the freight terminal. Other delivery options such as smaller delivery vehicles or placing the furniture in your desired room may be available for additional cost. Please contact us for a quote.
Also, if you ask the freight driver to bring the carton(s) inside, or unpack them for you, you may incur additional charges from the delivery company and they may bill you for these charges. If there is any question, ask the driver first.
To recap, these are some things that will incur extra shipping charges:
- US Domestic Island or ferry delivery charge.
- Re-delivery charge ($32): If you miss your pre-arranged delivery appointment and they have to come back.
- Re-consignment charge ($79): This means changing the shipping address after the freight has been picked up from us.
- High Cost Service Area Surcharge: Think "downtown". We'll call you if this applies to your address.
- Special size truck needed because the freight truck can't get in and out.
- Limited access delivery fee such as a a military base or place not accessible during normal business hours.
- Remote area.
Will I receive notification of shipping?
You will receive a tracking number via e-mail when your order has shipped. Adult rockers are most often shipped via UPS Freight and can be tracked at http://www.ups.com or the alternate freight carrier's website. Replacement parts and/or cushions are shipped USPS.
Do I have to be home to sign for the delivery? YES if it's a freight delivery.
Our specific instructions to freight carriers making residential deliveries are:
CALL FOR DELIVERY APPOINTMENT. CONSIGNEE (THAT'S YOU) MUST INSPECT CARTON AND CONTENTS FOR DAMAGE BEFORE SIGNING FOR DELIVERY.
Freight companies have been instructed to call for a delivery appointment if your order is being shipped to a residential or limited access delivery address because someone must be available to inspect the carton and the contents and sign for the delivery. If you instruct the freight carrier to deliver without a signature the responsibility becomes yours if the shipment is damaged or goes missing. We will not be able to assist you with any claims for missing or damaged items if the proof of delivery ticket indicates that the cartons were left without a signature at your request. Please print, sign, and return our DELIVERY RELEASE WAIVER FORM if you plan to ask that your shipment be delivered without a signature. Please refer to our Important Shipping Information pdf for more information.
Some smaller UPS Ground or USPS items may be delivered without a signature.
What if I change my mind and refuse the shipment?
You can cancel or change your order at any time up until the items are shipped. After your order leaves our warehouse if you cancel or refuse delivery of the shipment you will be responsible for the freight charges to your shipping address as well as the freight charges to return the items to our warehouse. We will refund your money once we receive the items back in our warehouse in saleable condition, less all shipping charges. Custom finish or custom fabric orders cannot be returned or refunded.
What if my order arrives damaged or part of it is missing?
As with all furniture shipping there is the possibility of freight damage no matter how well the furniture is packed. Our ability to file a freight claim on your behalf is directly affected by what you do when your shipment is delivered. Please read the following information carefully.
FOR A SHIPMENT SHORTAGE:
If you feel part of your shipment is missing, count the pieces and check the number against what is indicated on your delivery receipt. Then write a precise description of the shortage on both your copy and delivery driver's copy. Adult rockers are normally packed one per carton.
INSPECT YOUR SHIPMENT IN FRONT OF THE DELIVERY DRIVER:
CAREFULLY INSPECT YOUR CARTON(S) AND THE CONTENTS FOR DAMAGE BEFORE SIGNING FOR YOUR DELIVERY. EVEN IF THE CARTON(S) APPEAR TO BE IN PERFECT CONDITION WE HIGHLY RECOMMEND THAT YOU OPEN IT IN THE PRESENCE OF THE DELIVERY DRIVER AND ASK THE DRIVER TO INSPECT THE CONTENTS WITH YOU. UPS FREIGHT AND OTHER FREIGHT CARRIER'S WILL DENY ALL CLAIMS IF NO DAMAGE IS NOTED ON THE DELIVERY RECEIPT. IF THE FURNITURE INSIDE IS DAMAGED WRITE A PRECISE DESCRIPTION OF THE DAMAGE ON BOTH YOUR COPY AND UPS FREIGHT'S COPY OF THE DELIVERY RECEIPT.
EVEN IF YOU NOTE DAMAGE TO YOUR SHIPMENT DO NOT REFUSE IT BECAUSE WE WILL BE CHARGED FOR RETURN SHIPPING FOR A DAMAGED ITEM THAT MAY OR MAY NOT BE REPAIRABLE. SEE BELOW:
SPECIAL NOTICE FROM UPS FREIGHT: The consignee is not justified in refusing a damaged shipment unless the damage has made the goods worthless. In cases of partial damage or loss, the consignee should accept the entire shipment and determine whether it can be repaired or retained with an allowance.
If you have noted damage to the box in writing on the shipping receipt and found that the furniture inside is also damaged, a picture of the box and the damaged piece(s) is essential in filing a claim. You can
if you have digital images, or mail your photos to us once you have notified us by phone or
e-mail that you will be mailing them. You must notify us of the damage within 3 days of receiving your order.
If the damage is to the rocker runners, or seat, we may be able to send you replacement runners, or seat. Damage to other parts of the rocker may have to be repaired by a furniture repair specialist in your area, or the damaged item may be replaced. If you have any questions about your shipment please call us at 1-877-886-0992.
Even if the box appears in perfect condition please inspect your furniture in front of the delivery driver. Do not let them hurry you along until you are satisfied that your order has arrived undamaged! Do not throw away the box or any packing materials until you have inspected your order and are satisfied that it is undamaged. We require a picture of the damage in order to have the damaged item replaced or repaired at our discretion.
What about returns?
If you are not satisfied with your purchase we will refund your money less any shipping charge we paid on your behalf as long as you return the item in the original, reusable packaging, and in original, new condition, within 7 days of receiving your order. Special order or custom orders cannot be returned or refunded. You must contact us by phone or e-mail for a Return Authorization Number and return shipping address. Rockers must be returned to us in like new saleable condition to avoid a restocking fee of $50 per chair. Return shipping charges are your responsibility. Our products are offered with included shipping, so please note if you return a product our actual outbound shipping cost will be deducted from your return refund. Our standard return policy also applies if you refuse delivery of your order, or cancel it after the order has shipped. You may wish to insure the your return against damage. Once your return is received and the condition of the returned item is inspected and verified we will refund your purchase price to the credit card that was used at the time of purchase, less any outbound or return shipping charges. No returns will be accepted without a Return Authorization Number.
Do you ship internationally?
No, sorry, we do not ship outside of the 48 contiguous USA.
How long will my order take?
You will receive an e-mail confirmation of your order immediately upon receipt of your payment. In-stock cushions and replacement cane parts usually ship withing 24-48 hours. Quick Ship rockers or cushions ship within 1 to 5 days. Special order cushions can take 4 to 6 weeks, and Special Order rockers take anywhere from 4 to 10 weeks. If you have any questions about your order feel free to , or call us at 1-877-886-0992.
In-stock cushions and replacement cane parts ship USPS Priority Mail or USPS Parcel Select. You'll receive a tracking number when they ship.
Freight shipping transit time is usually about 2 to 7 business days depending on your address. Once the items have shipped we will e-mail you with a tracking number so that you will be available at the delivery address.
How do I contact you?
, we monitor e-mail pretty much 7 days a week. You can also call us toll-free with any questions about your order at 1-877-886-0992. Phones lines are open Tuesday through Saturday from 10:00 to 6:00 EST.