1. Inaccessible or Remote Locations
For remote or inaccessible areas where shipping costs exceed standard rates, additional shipping charges may apply. We reserve the right to request additional fees or cancel and refund the order. If you believe your location may fall under this category, please contact us at (952) 470-0678 or support@americanrattan.com before placing your order.
2. Delivery Schedule
We strive to accommodate specific delivery timelines; however, we have no control over the schedules of manufacturers or shipping companies. Once your order has been shipped or upholstered, cancellations due to delivery delays will not be accepted.
3. Shipping of Custom And Upholstered Furniture
For custom and upholstered furniture that requires cushions, the production and shipping timeframe is generally 2 to 4 weeks.
4. White Glove In-Home Delivery
Our White Glove In-Home Delivery Service includes unwrapping, inspecting, and placing the furniture inside your home. This requires a service fee that is available at checkout.
5. Customer Support
Our team handles customer service issues promptly and professionally. We are committed to working with you to resolve any concerns. To assist us, please provide detailed information and photos when reporting issues.
6. Manufacturer Warranty
We guarantee damage-free delivery. For warranty claims, contact us at (952) 470-0678 or support@americanrattan.com.
7. Cancellations and Custom Orders
A. Swatch Fees
A $50 handling fee will be deducted from your refund if we have sent fabric or stain swatches.
B. Cancelling Custom Orders
Custom orders that have entered production are subject to a 30% restocking fee. Orders cannot be cancelled after shipment.
C. Refused Deliveries
For any refused deliveries, a refund will be issued once the items are returned, minus shipping fees and applicable restocking fees.
8. Damage or Defects Resolution
Damages must be identified and annotated on the bill of lading at the time of delivery. If damage or defects are not identified and annotated at the time of delivery, manufacturers will normally disapprove replacements. If damage is so significant that you want an item replaced, it is imperative that you refuse it at the time of delivery.
9. Order Cancellation by American Rattan
American Rattan reserves the right to cancel any order at our discretion. If we cancel an order, we will issue a full refund to the buyer for any payments made.