Dispatch & Delivery
Dispatch takes usually between 1-3 business days. Dispatch is when a product is ready and is picked up by our delivery partner. Delivery takes between 7-12 business days depending on location and it is subject to change due to weather and other uncontrollable events. * A valid phone number MUST be provided to guarantee delivery; fail to do so will end up on bounced goods and return shipping fees may apply.
• Returns due to non-scheduling of delivery will be subject to a 20% restocking fee.
• Important: you must inspect the box containing your item before signing in case of evident damage to the packaging or hints that the contents may have been compromised, so the delivery ticket can be properly assessed with "Damage" or "Subject to Inspection".
Delivery Charges & Services
Sofamania pays for your shipping, therefore you are not charged for it! Have in mind that the service provided is curbside delivery only, which means that the carrier/driver is not responsible for in-house delivery and/or any required assembly. Make sure neighbors, family and/or friends are there to assist you if needed.
Once an item is picked up and processed by our delivery partner, Sofamania will provide the tracking information for your convenience.
More Than One Item?
Bulky items will likely leave and therefore delivered at the same time. Small items may be taken by a different carrier, creating an eventual latency on delivering your complete order. You will still be provided with the necessary information to track your packages. Should an item become suddenly out of stock, we will inform you before shipping for the necessary arrangements.
Change Of Address
We move fast when it comes to prepare orders and ship them. If you need to do a sudden change of address contact Customer Support at 1-800-678-9930 and/or firstname.lastname@example.org at your earliest convenience. By 5:00 PM (PST) most orders from the day will likely be on their way. * If your payment was made through Paypal, due to their customer protection policies it is not possible to change the address once the order has been placed. Contact Customer Support for further assistance.
Communications With Our Delivery Partner
When an item(s) is processed and ready for delivery, our delivery partner will contact you via telephone to confirm your address and schedule a day and time for delivery. From there you could contact them for any shipping related matters. * Make sure you are present at the arranged time and day of delivery and that the phone number you provided is valid.
Delivery Taking Longer Than Expected?
It is definitely not normal, unless weather is playing some tricks on the road. You should track your order and eventually contact our delivery partner. You can also contact our Customer Support at 1-800-678-9930 and/or email@example.com
Not There To Receive Goods
We would advice for you to be present at the arranged delivery date so there is no delays on enjoying your Sofamania product(s). Remember that our service is curbside delivery only. 2nd attempt delivery will need to be rescheduled with delivery partner.
Order Marked As Delivered Although Never Received
An error or mistake made somewhere along the delivery process, either human or computers. We got your back and we will get to the bottom of it, so do not hesitate on contacting Customer Support at 1-800-678-9930 and/or firstname.lastname@example.org
What Should I Do With Old Furniture?
Depending on the condition of it (or them), you should considering making a donation to local foundations/non profits that may find a good use of your item(s). If their condition is somewhat embarrassing to donate, then make sure to contact your local "Bulky Item Pick Up" (this is a city service) and leave the items on the curbside or as instructed for pickup.
An error or mistake made somewhere along the boxing process can happen, and we apologize for that. Contact Customer Support at 1-800-678-9930 and/or email@example.com and we will provide the necessary assistance. * Do not try using parts that do not belong to your item(s) for a quick fix as it could compromise functionality and will void your warranty.
We have a thorough inspection process before dispatching, so damage is rare. Nevertheless, you should inspect your item(s) upon arrival for any and all details you may consider as "damage" and document it with photos. You have a maximum of 5 days to report delivery related damage(s) to both the carrier and us at Sofamania. Contact Customer Support at 1-800-678-9930 and/or firstname.lastname@example.org with your Name, Order Info, and Photos and we will find a prompt resolution.
"I Would Like To Return What I Ordered"
While we believe that our products are amazing, in taste there's nothing written and you have 30 days (from delivery date) to return your item and get a full refund. Have in mind that to make this effective, we must receive the item(s) in its original packaging/box only, after which your refund will be processed. A 20% return processing fee will be deducted from your refund.
For Your Consideration
Returns are a mixed hassle of costs and time, which unfortunately adds when the case is that you are unsatisfied with your purchase. We've seen customers taking a different action that may bring a more time/cost effective solution such as considering "Craigslist", "eBay" (pickup only) and the "letgo" app for reselling the item. Now, this is just a suggestion for you to get your money back faster than through the regular channel of returning an item; we will always do our best to assess all the issues and take care of you.
What You Received Is Not What You Ordered
We have a thorough inspection process before dispatching, so misplacing an order/item is rare. Nevertheless, you should inspect your item(s) upon arrival for any and all details you may consider as "wrong" or misplaced and contact Customer Support at 1-800-678-9930 and/or email@example.com with your Name, Order Info, and Photos and we will find a prompt resolution.
Cancel An Order
If you suddenly changed your mind, you can cancel your order before is delivered and get full refund, with a 20% restocking fee. Remember that we move fast and once the item(s) are out for delivery, the refund process can only be made once we receive the goods back.
Collecting Items From You
Just like delivery is curbside-based only, the pickup applies in the same manner. Only items in original box will be picked up. It can take up to 5 business days for the carrier to contact you in this regard.
Refund Processing Time
Once a refund is made effective, it takes between 3-5 business days to show up in your account. For returns, the refund is usually processed once the item has arrived and inspected in our warehouse, so allow up to 15 days from item pickup to warehouse delivery.
Refund In Accordance To Payment Method
Refund is made only to the original form of payment.
Want To Change An Order
Once an order has been processed, there is little we can do. Contact us at Customer Support at 1-800-678-9930 and/or firstname.lastname@example.org so we can help determining how to proceed.
§ Revised Nov 18, 2016 - Sofamania.