Below we have outlined many of our customer satisfaction policies. We believe active communication is the cornerstone of any good relationship. It is our desire at Tip Top Furniture to ensure you experience the best possible home furnishings buying experience. In order to achieve this goal in all areas of our business, for the greatest majority of our customers, we hope you will understand our need to operate within certain policies.
CUSTOMER SATISFACTION POLICIES
Because we offer delivery service to such a broad area, we must deliver in route. We are unable to give an exact “time of day” for delivery. However, we will give you an estimated delivery time (within a three hour window) when scheduling your delivery. Please have the area in your home free and clear of obstructions and ready for delivery. If you cannot be there to take delivery, please arrange to have a responsible person present so that we may rely upon his or her signature as authorized to inspect and accept delivery. If delivery to the designated room involves limited maneuverability because of narrow halls, doorways or stairwells, etc. we cannot be responsible for any damage that could result in attempting placement. If set-up in the designated area is not feasible, delivery will be made to an accessible area. Delivery personnel will not be able to hang items on walls.
We recommend that you carefully inspect the merchandise before we release it to you. Any damage or defects are the responsibility of the customer after Tip Top Furniture releases the merchandise for customer pick-up. The customer is responsible for securing and protecting the load.
FREE IN-HOME SERVICE:
1.) Tip Top Furniture will offer Free in-home service to the original purchaser for one year from the date of delivery. This service is for warranted defects and workmanship only. This free in-home service is provided to customers living within our normal delivery area. Customers outside our normal delivery area must return item(s) to our service department.
2.) Tip Top Furniture will continue to offer service in accordance with manufacturer’s warranties after the one-year period has expired. Any parts needed for warranted defects or workmanship will be provided at no charge. However, after the one year free service period has expired, transportation and labor charges for repairs and/or installation of warranted parts will be charged at $45 per hour.
3.) The customer will pay for all parts and labor required after both the one-year free service period and the manufacturer’s warranties have expired.
PLEASE keep in mind that furniture, like any other major purchase, such as a car, home, washer, refrigerator, is manufactured in component parts. If a component in your furniture is defective, we will repair or replace it. Most manufacturers do not allow exchanges or replacement of the entire product if a component is defective. For example, an auto maker won’t replace your entire car if the hood is scratched. Our skilled service technicians are trained to replace or repair components to factory specifications. We do require that any item needing service with component parts that can be easily transported, be returned by the customer to our service department. Examples are: Unattached cushions or pillows, removable drawers, lamps and accessories, etc.
We offer FREE Lay-a-way. We will work with you to work out your terms based on your needs.
We are happy to special order products for our customers with the following conditions:
1.) A non-refundable minimum deposit of 50% is required. Upon arrival on our dock of your special order, within 30 days the balance must be paid in full and the merchandise delivered.
2.) Special orders cannot be cancelled once the order has been entered into production at the factory.
3.) Date of delivery is estimated according to information provided by the factory. Actual delivery may vary from this estimate.
4.) Special order merchandise is not returnable.
5.) Special order merchandise will be repaired and not exchanged or reordered. Note: A special order is any item(s) that are not normally stocked and displayed by Tip Top Furniture such as a style, finish, fabric or color, etc.
CLEARANCE OR “AS-IS” MERCHANDISE:
1.) Clearance merchandise will include manufacturer’s warranty (except for items marked “As-Is”).
2.) Delivery or pickups must be made within 10 days (no lay-a-ways).
3.) Merchandise must be paid in full at time of purchase (unless financed).
4.) No hold orders on clearance items.
5.) All sales are final and no refund will be given.
6.) No “special orders” at clearance prices.
If following delivery you are not completely satisfied with your selection (*excluding bedding), you may re-select merchandise of equal or greater value or receive an 80% refund if you notify our store within 10 days of delivery and subject to the following conditions:
1.) Merchandise must be in original condition as delivered.
2.) Special orders are excluded from this offer.
3.) If a re-selection or refund is not made at the time the merchandise is returned, we will issue a store credit toward a future purchase.
4.) Only one re-selection is permitted.
5.) Delivery, fabric and/or leather protection charges are non-refundable.
6.) For any re-selection or refund, a re-delivery fee will be charged to dispatch our truck. Merchandise in the home longer than 10 days cannot be returned.
Refund checks are issued within 7 days or after the check has cleared the bank. NO CASH REFUNDS are given! Refunds on bank cards are credited to the card used as payment. There is a $25.00 charge for any returned checks
SLEEP PRODUCT WARRANTIES:
Manufacturers of sleep products carry their own warranties. We can assure you that we will make every effort to provide prompt and fair service on these products.