Here is a link to our BLOG post that details White Glove and Standard Delivery
AMERICAN RATTAN SHIPPING TERMS AND PROCEDURES – Thank you for Reviewing these Helpful Terms
CONFIRMATION OF INVOICE AND TERMS
When you place your order you will receive your invoice via email. As part of the confirmation process your invoice will have instructions asking you to read the terms on this page and approve them. Then you will complete our electronic signature page.
1. SHIPPING COSTS – 48 CONUS STATES
– FREE SHIPPING on many items when listed with Free Shipping. All orders of $1000.00 and more also ship free.
– Shipping is $150.00 on orders of less than $1000.00 (when free shipping not offered) except for the western zone states.
– Western States Zone shipping is $225.00 on orders of less than $1000.00 (when free shipping not offered) and includes these states:
(CA, CO, AZ, NM, WA, OR, ID, UT, ND, WY, NV, MT, SD, IA, NE, WI, MI, KS, MO, and MN)
SPECIAL CASES NOTE: There may be remote and western locations where shipping costs are much higher than normal and we
need to charge the 1 item shipping cost to these states even when the order is over $1000.00. We’ll advise you in those cases and you can
decide at that time if you want to proceed with the order. Another special case would be placing an order that includes shipping a single item from multiple manufacturers.
In some of these cases we may not be able to honor free shipping because we can’t cover the shipping costs on single items from multiple manufacturers. Again, in these cases we will advise you of additional ship costs and you will be able to decide at that time if you want to proceed with your order.
IN-HOME DELIVERY- This superior and highly recommended delivery service requires the delivery company to unwrap and carry the furniture into your home where you can inspect it prior to signing the bill of lading. The cost to add an In-Home delivery service is $245.00 and its a selectable option at checkout. When compared to a standard delivery where the furniture is left wrapped in your driveway, the IN-HOME delivery is unwrapped, inspected, and placed inside your home.
2. CUSTOMER SUPPORT – We handle customer service problems promptly and professionally and we’ll work diligently to exhaust all efforts in finding a solution to your issue. We appreciate your calm manner toward a problem, and thank you for a detailed account of any issue. Photos are highly appreciated for any furniture issue. For all status and support issues we ask that you use our support request form: https://americanrattan.com/contact-us/
IMPORTANT NOTE ABOUT HAND-MADE RATTAN FURNITURE – Rattan is a vine that grows in nature. Flaws in the grain of the Rattan poles is to be expected and this even adds to its rustic characteristics. Most Rattan furniture is made in the Philippines and Indonesia by crafts people who do alot of the work by hand. None of our indoor Rattan furniture is made in China. Slight imperfections are part of the appeal of this style of tropical furniture. An example of some maintenance needed would be where your skin and clothing rest on the tops of Rattan arms of chairs. The tops of the arms will often require touching up with stain or stain pencils as oils from your skin and clothing textures will remove some of the stain over time. Please keep this natures material and hand-made rustic style furniture in mind when considering submitting a complaint.
3. MANUFACTURER WARRANTY
American Rattan guarantees a damage free delivery. Beyond that, the manufacturers offer a minimum warranty of at least 1 year that covers issues such as breakage or cracking of the furniture wood or Rattan frames. Please email your rep or visit our support page if you want to file a warranty claim. We will provide you the manufacturers specific warranty information and work diligently on your behalf to address warranty issues between you and the manufacturers.
4. SHIPPING OVERSEAS (Caribbean, Puerto Rico, Hawaii, Canada, and other Countries)
We use multiple freight forwarders in Miami and ship many furniture orders offshore to Island countries in the Carribean, and Puerto Rico. We can also ship to Hawaii, and other countries when the customer has secured their own freight forwarder for the shipment. Our terms on this page apply to all furniture shipped to the freight forwarder office in the 48 Continental United States CONUS. Once the freight forwarder accepts the furniture and delivers furniture to the customer at distant shores all of our responsibility ends for any and all issues and the “sale is final at this point”. The reasons for this are obvious: we have no way to pick furniture up and replace it. We have no way to repair damaged furniture, and we have no method to correct any manufacturer issue. All duties, import taxes, at distant ports are also the customers sole responsibility. IMPORTANT: All cases of damages are handled via insurance claims between the customer and the freight forwarder or the customs broker directly. We assist the parties as we can but all of our responsibility ends when the freight forwarder accepts the furniture at their U.S. office. Note that we have no method or ability to swap out furniture that has left the 48 Continental United States and there is no way to refund or cancel an order once it has been delivered to the freight forwarder and shipped via container. In the case of shipping into Canada we can get quotes for trucking but we have no responsibilty for Canada taxes or duties. For a detailed quote from our freight forwarders offshore shippers please send an email with the items you want to purchase and your complete address to: email@example.com NOTE: If you secure your own freight forwarder to use for your shipment these terms as written will still apply.
5. SWATCH REVIEW, UPHOLSTERY, AND SHIPPING TIMEFRAME
Its important to note that all timeframes are estimated. Some manufacturers have a shorter backload for upholstery than others and in many cases can ship a week or 2 faster than normal. Other manufacturers may be backed up further than normal and may ship at the end or extend over an estimated ship date. We will keep you updated on the progress of your order and notify you when the order is completed and moving to the shipper. FABRIC SWATCHES – As a courtesy we can have the manufacturer mail our customers swatches of fabric they would like to review for their order. Just place a 1/3 deposit for the order you would like and we will send you the swatches you want to review. After you select your fabric you can let us know to start the order. You can cancel for a refund of your deposit at any time prior to fabric being cut for your order. We are charged for the swatches and shipping by the mfr. so if an order is cancelled after the swatches are mailed a $25 fee is deducted from the refund. If you want to cancel an order after fabric has been cut there is a 20% re-stocking fee as the manufacturer will charge us the same amount for cancelling after cutting fabric.
Upholstered Furniture – The average preparation time required to prepare cushions for upholstered furniture is 3 to 4 weeks because the upholstery departments have a 3 to 4 week backload. We usually ship upholstered furniture via specialty furniture delivery companies to ensure a delivery without damage. The timeframe for delivery can vary from approx. 1 to 3 weeks once the order is complete. When you phone in your order we will require a 1/3 deposit to start the upholstery process with the balance due and charged when the upholstery and cushions are completed. When you submit your order online your order is charged in full immediately.
Bedroom and Office Furniture– The majority of our bedroom and office furniture items will ship within a few days of ordering. These orders are charged in full on the day the order is placed. Most of our bedroom furniture is shipped as case goods via freight company and delivery timeframe would be 1 to 2 weeks.
6. TERMS AS THEY APPLY TO RETURNED OR REFUSED FURNITURE.
a. Return Material Authorization (RMA). All returns for any reason will need to be approved beforehand with an RMA and completed within 10 days after receiving the furniture.
b. If a return is required because we shipped the wrong item/s then we’ll coordinate swapping out the furniture and pay all associated costs. During the process we appreciate your patience and refunds/cancellations aren’t authorized during the process.
c. For returns due to a change of mind, reasons of comfort, nature made wood imperfections, actual stain/fabric not matching your monitor, or similar reason there is a 20% re-stock fee applied and customer pays all shipping costs.
d. In all cases regarding a return for a refund we only provide the refund when the furniture is physically unloaded into our North Carolina showroom.
e. Showroom Orders – Furniture purchased from our showroom are final with no refunds or returns allowed.
7. TERMS AS THEY APPLY TO CANCELLATIONS AND REFUNDS
a. If an order that does not require upholstery is cancelled prior to shipping then the full amount of the order total is refunded.
b. If an order is cancelled that has already shipped, we apply the refund minus both shipping costs and a 20% re-stock fee.
c. For special orders that require the customers choice of fabrics and if the fabric has been cut and the customer cancels there will be a 20% re-stocking fee applied to the refund.
d. If furniture is refused at time of delivery due to any reason/s other than damages, then a refund will be given when we receive the furniture back from the shipper and the ship costs and a 20% re-stock fee will be applied.
8. PROCEDURES FOR DAMAGE RESOLUTION
If you receive your furniture with damage or some other problem we will work hard to resolve the issue. Please always annotate damages at time of the delivery on the bill of lading (B/L). If the damage is severe be sure to annotate on the B/L and refuse it. We do ask for your patience while we work to correct an issue and refunds and chargebacks are unnecessary and therefore not allowed.
a. Minor damages like a scratch, chip, or dent: Many times the delivery driver will be able to touch it up. If not, we will schedule furniture medic at www.furnituremedic.com or other repair company to repair it. We will work with you on these small things for up to 7 days after you receive the furniture. Since we can’t verify useage or abuse of the furniture we can’t provide service longer than that. Showroom items are sold “as is” in all cases.
b. Major Damage or Concealed Damages: Although rare, if an item is damaged more severly, or is the wrong item, try to take a digital photo of the furniture. Annotate in detail on the Bill of Lading what the problems are. Return the item/s with the driver for replacement or possible repair. IMPORTANT NOTE: When the procedures here in 8B. are followed we will either replace or repair your damaged item/s at no cost to you. Cancellations or refunds are not authorized in all damage cases as we need time to correct the situation. Please note that in a “concealed damage” situation where the customer signs the bill of lading with no annotations of damage, keeps the furniture, but tries to report shipping damages later, the shipper will no longer be liable, and will not be able to pickup, repair, or replace the furniture at no cost to you.
9. CANCELLATION OF ORDER BY AMERICAN RATTAN
As owners of this website we reserve all rights to cancel any order for any reason at all; including but not limited to: shopping cart technical issues, incorrect website pricing, communication difficulties like arguments or general unruliness, or disagreements regarding shipping costs. If a payment has been made we will refund it in full and the customer is free to purchase elsewhere.
10. FREE PROMOTIONAL ITEMS
We love it when you make a purchase and add our free promotional items to your order. If you want to change your mind before we ship your free item then that is fine and we just need to know right away. But, after we ship a free promotional gift item to you we will no longer be able to make any changes of any kind to it including making any changes, exchanges, or refunds of any kind.
A. ACCEPTANCE OF TERMS – As a user and/or customer of this website you are aware that American Rattan publishes all information on this website in good faith and for general information purposes only. Except for the very few items shipped from our showroom we ship all of our new furniture products directly from the suppliers/manufacturers warehouses and therefore do not make any warranties about the completeness, reliability, and accuracy of any information including product safety information on this website. If you would like to verify the accuracy of any specific product description and information please send us an email to: firstname.lastname@example.org We will in turn verify the product information request with the manufacturer and after they provide the information to us we will in turn provide the same information to you.
B. INTELLECTUAL PROPERTY RIGHTS – American Rattan as owner of the website owns the compilation of content that is shown on the website. This does not mean American Rattan owns each component of the compilation. The content on the site may be owned by American Rattan, owned by others and used with their permission (such as manufacturer product photos), or some will exist in the public domain. If you have a question/s pertaining to the legitimate use of any content shown on our website, or before using any content found on our website request permission by sending an email to: email@example.com
C. DISPUTE RESOLUTION – You should know that American Rattan is dedicated to handling customer issues and disputes quickly, fairly, and professionally. Please start the process by emailing details of your issue through our support page located here: https://americanrattan.com/contact-us/. We will provide you a written response within 48 hours but if for some reason we don’t then its possible we didn’t see or receive your email. In that case please re-send the email and also follow up with a phone call so we can know to look for your issue. If for some highly unlikely reason you and American Rattan & Wicker can’t find a satisfactory resolution to an issue, the next step will be arbitration process through the Citizens Dispute Settlement Program (CDS), 20th Judicial Court, Lee County, in Ft. Myers, Florida. The Citizen Dispute Settlement Program is a FREE court alternative program under the direction of the Court Administrator’s Office. Its purpose is to help disputing parties negotiate mutually beneficial solutions to their problems with the aid of a mediator. Problems addressed in this program include consumer/business problems.
What information is needed when I place an order? For orders we will need : your full name, home address, billing address, e-mail address and phone number. We need your name, billing address, shipping address, e-mail address, billing phone number, shipping phone number and credit card number to process and ship your order. We will e-mail you to confirm your order and keep you updated on your order status. If we have a question about your order, we may contact you by e-mail or by phone. For example, we may call you to verify your credit card information on a large purchase. We never share this information with any individual, individuals, or company of any kind whatsoever.
If you sign up with our Wicker Club we may ocassionally email you an in-house newsletter that prominently displays a link you can use to unsubscribe at any time. We also include the e-mail address you used when you signed up for the newsletter, so you know which address to enter when you unsubscribe.
Contacting American Rattan and Wicker Customer Service: If you contact our customer service, we will use your name, e-mail address, phone number and order history to answer your question as quickly as possible. On occasion, we may contact you later to verify information or to check on the quality of your Customer Service experience.
How Secure is My Information?
Protecting your personal information: We use Secure Sockets Layer (SSL 128-bit) encryption to scramble your personal and credit card information as it travels over the Internet during the checkout process on American Rattan and Wicker. In addition, we encrypt every credit card number and that information is not stored so no one will ever see or know your card information. We also don’t require our customers to create an account and keep their personal information on file with us.
NOTE TO OUR CUSTOMERS ABOUT SHIPPING AND COVID-19: The pandemic continues to affect the furniture industry. Manufacturer and sewing facilities close periodically when a worker tests positive for the virus. Shippers are affected in the same manner and because of people shopping more online for furniture the shippers are behind and later than usual on deliveries. We will always use our specialty delivery companies when we can for our fully assembled furniture. The reason for this is simple – AVOIDING DAMAGES. When you place an order for your furniture you want it as soon as possible – we understand that. As your furniture gets completed and ready to ship we will move it to our specialty delivery company’s warehouse for eventual delivery to you. The problem is that they are backed up and can be slow to get your delivery scheduled. Many times in these cases, the customer will contact us and demand that their furniture ship immediately. When this occurs the only option we have to speed up your delivery is to ship via common carrier freight companies (LTL). This means your brand new fully assembled furniture is wrapped and strapped to a pallet or pallets,and moved around by forklifts in various shipping terminals (many times at night by inexperienced and unsupervised workers) on the way to you. Damages are a rampant problem using common carrers. The damage rate for Common Carrier (LTL) shipments of fully assembled furniture are higher than 50%. The delays for the customer in waiting for replacements to ship is much worse for everyone than waiting a little longer for our specialty shippers. Our specialty shippers unwrap the furniture and you inspect it before they carry it into your home. Folks believe me when I say that using our specialty companies and white glove service is by far the best way to take delivery by far! ~ Mark Mosher aka “RattanMan(TM)”