Shipping and Returns
Most items (not freight items) are in-stock and ship from the warehouse in 3-5 business days. You should expect to receive your purchase in about 7-10 business days depending on the manufacturer location and ship times. Occasionally there are problems with a backlog in the shipping departments, weather, and/or customs, and the item may take longer to arrive to you. Herringbone & Company is not liable for shipping delays due to carrier issues, weather, delays by the manufacturer, and delays in customs. In the event of a delay, we will notify you by email. Items ordered together may come from different suppliers and therefore may not arrive at the same time. Due to the custom nature of many of our items delivery lead times will vary.
If a product you have ordered is out of stock or on backorder, we will contact you with an estimated shipment date and you can decide to either keep the order as is, cancel the item or cancel the entire order. Occasionally issues arise that may lead to additional production time, such as our manufacturers experiencing a backup in production, or products in transit from overseas factories or situations that arise that are out of our control. If this is the case you will be alerted as soon as we are made aware that a problem exists. If you need any item ASAP, please contact customer service to verify stock information and availability PRIOR to placing your order.
FURNITURE AND OTHER LARGE ITEMS SHIPPING FREIGHT Shipping time for freight items (this includes furniture, large light fixtures and some rugs) is approximately 2-3 weeks from the time that the item(s) are scheduled for pickup from our manufacturer. We act as your liaison to best assist you in a prompt delivery but again, there are variables that are out of our control as we are considered a third party.
Most carriers schedule deliveries Monday through Friday between the hours of 9:00 a.m. and 5:00 p.m. Freight companies will contact you at least 48 hours prior to the delivery to schedule a delivery date and time frame (typically 2-4 hour blocks) that works for you. If you need to reschedule the delivery with our carrier, please contact them as soon as possible so as not to incur any charges for missed delivery appointments. If your scheduled appointment is missed, you will be charged a delivery trip fee. Please do not arrange for the item/items to be delivered when no one is home to receive them. If the freight company contacts you to make an appointment for delivery and you are unable to accept the delivery for any period of time, you are subject to storage fees that the freight company will charge for storing your item.
For standard freight delivery, our shippers deliver furniture to your driveway and/or your front door ONLY! If you would like the item placed inside the threshold of your home or in a particular room up to 2 flights of stairs with all packing materials discarded you must contact us to arrange what is called “WHITE GLOVE DELIVERY”. WHITE GLOVE DELIVERY is an EXTRA CHARGE, and is not included in our standard delivery. We do not offer assembly for any of our deliveries. If you ask the delivery company to assist you in assembling an item purchased from us, you are doing so at your own risk and you are responsible for any charges in relationship to the assembly. Freight items can ONLY be shipped within the 48 contiguous states.
DIFFICULT OR CHALLENGING DELIVERY ADDRESSES
It is YOUR RESPONSIBILITY to notify us of any issues that could cause a difficulty or additional delay in the delivery of your item. These include but are not limited to… an address that is not accessible by regular delivery truck, location not accessible to freight delivery due to narrow or steep driveways, narrow roads in your neighborhood, no parking or truck access to your home or building, dirt roads and/or rural locations, islands that may need a ferry transport, urban areas such as Manhattan that are difficult for trucks to stop and make deliveries, any building that does not have a freight elevator, any building that is walk-up stairs only, closed roads due to construction and/or street cleaning, heavy-haul or freight permits required by the county or city, difficult building management or HOA requirements, etc, etc. You will be responsible for ANY AND ALL additional delivery charges due to difficulties with your delivery. Please contact customer service to make us aware of any special delivery requirements that must be taken for the item to reach the final destination BEFORE YOU PLACE YOUR ORDER, so that we can set up and quote you an accurate delivery price.
SHIPPPING TO ALASKA, HAWAII or CANADA
Most of our vendors ship to the 48 contiguous states only. If you live in Alaska, Hawaii or Canada and are interested in our product, please contact customer service and we will do our best to make special arrangements to get the product to you. Again, we will do our best, but we make no guarantees we can get our merchandise to you. Additional shipping and handling fees will apply.
At this time we do not offer international shipping or shipping to Canada via our website. If you are interested in delivery to Canada, special arrangements can be made. Please contact us for more information as additional shipping charges, taxes and duties would apply.
DELIVERY TO POST OFFICE BOXES
Most of our deliveries are sent by UPS, FedEX or freight carrier. Post Office box delivery is NOT available.
SECOND DAY SHIPPING
Some of our items may be available to ship express 2-day shipping. YOU MUST CONTACT CUSTOMER SERVICE TO ARRANGE THIS SHIPPING. Second day express deliveries do not ship or deliver on weekends or holidays, but only during standard business days. ADDITIONAL SHIPPING AND HANDLING CHARGES WILL APPLY TO ALL RUSH ORDERS.
We offer a 10 day return policy on eligible items. Some items on our site are not eligible for return and/or cancellation after 24 hours of order placement. Please refer to the individual product page, it will note if the item is not returnable in the description. If you would like to exchange or return an eligible item purchased in the last 10 days, you will need to request a Return Authorization (RA) number. If you wish to return an eligible item, it must be in new condition with the original packaging, including all parts, documentation and your receipt or packing slip. In the event an item is returned in a condition where it cannot be resold, you will be asked to have the product picked up at YOUR expense. If not picked up within 15 days of inspection, item will be destroyed in field or given to charity.
Products in the following condition are not eligible for return:
-Any product that is returned without all original packaging, accessories, documentation, and all other items originally included with the product. (All packaging and product should be free of dirt and debris)
-Any product not purchased from Herringbone & Company.
-Any product that is not like new and in unused condition.
All returns must be authorized by our Customer Service Department with a Return Authorization Number. Unauthorized returns will not be accepted, and are not the responsibility of Herringbone & Company. Please note that items shipped back to us without a return authorization number may not be returned to you. Returns on eligible items that are not defective will incur a restocking fee of 20%. Refunds are issued in the original payment form and price, less original shipping and handling,* re-stocking fees, gift-wrap and return shipping charges. It is the customer’s responsibility to pack items appropriately for return. Returned items must be in their original condition and packaging, and you shall prepay and be liable for all charges in connection with the shipping of returned goods, including insurance. Photographs are required for all return requests. Customers will not be given credit for authorized returns that arrive with damage due to poor packaging. If the return is a shipping error on our part, or the result of a manufacturing defect, we will replace the item at no additional cost to you.
*If for any reason you need to return an item that included free shipping, the refund you receive will be for the item price, minus the restocking fee, MINUS OUR STANDARD SHIPPING COST. The only exception to this policy is if an item received is defective, in which case it will be replaced with no additional shipping fees. If you would like to exchange your free shipping purchase for another item that also has free shipping, a standard shipping charge will be added to the item being returned and the new item will ship for free.
ITEMS NOT ELIGIBLE FOR RETURN
Any items with a note on its product page that indicates it is not eligible for return. This includes, but is not limited to
CUSTOM/SPECIAL ORDERED ITEMS: (includes custom /special order furniture, rugs, lighting, bedding and accessories.): No returns, refunds or exchanges on any custom /special ordered items will be accepted. Customers have 24 hours from the time the order is placed to cancel without penalty. Thereafter, orders will be moved into production and any cancellation will result in forfeiture of money paid. Lead times are based on commercial conditions, supplier lead times, supplier related issues and current commitments from suppliers. Due to factors beyond our control, as backorders, general production, freight delays and adverse weather or strikes, we cannot and do not guarantee lead times and/or late delivery.
AS-IS AND CLEARANCE ITEMS: Items in this category are sold on a “final sale” basis. Returns or exchanges for “AS-IS” or clearance items will not be accepted and no refunds will be made.
DEFECTIVE PRODUCT MAY NOT BE RETURNED FOR REFUND, REPLACEMENT ONLY. Please be sure to open and inspect your products immediately. Any defect must be reported to the customer service department within 48 business hours of receipt of merchandise. Claims for defective merchandise will not be honored if the items is used or installed. Claims will not be honored after 48 business hours.
Refusing a shipment does not equal a return. If you refuse a shipment just because you have changed your mind, or no longer want the item, you will NOT be refunded. ALL RETURNS MUST BE AUTHORIZED BY OUR RETURN DEPARTMENT. You must accept the item first, and then contact our returns department to receive an RA# (Return Authorization Number) and instructions for the return. The only time refused shipments will be acceptable is when the item comes visibly damaged at time of delivery.
Claims for damage to products that do not arise from defects in material or workmanship are the responsibility of the carrier. If the shipment arrives with visible exterior damage (crushed box, broken crate, moisture, etc) note the damage in writing on the carrier’s delivery receipt before you sign for the shipment and release the delivery driver. A claim for shipping damages will not be accepted unless the damages are noted on the carrier’s delivery receipt. Within two (2) business days of receipt, you must (a) unpack and thoroughly inspect shipment for damaged items, (b) SAVE ALL PACKAGING UNTIL CLAIM IS RESOLVED and (c) email or call Customer Service to report damaged items and to receive a return authorization number (RA#). We will, at our option, repair or replace the item, or provide you a credit. If damaged item(s) are to be replaced or credited, the items must be returned prior to shipment of a replacement or authorization of credit. For all returned products, only use the shipping documents provided. Shipping reimbursement will not be made for use of non-authorized shipments. All returns must be properly packaged with original packaging (unless otherwise instructed), clearly labeled with correct RA# and scheduled for pickup within five (5) business days of receipt of shipping documents.
You can expect a refund in the same form of payment originally used for purchase within 5 days of our receiving your return, or request to cancel your unshipped merchandise. Please understand that it takes several days for us to go through returns and to inspect them. After inspection it is sent to our credit department for processing. If accepted, a credit is given and it takes several business days for a credit to post through the credit card processor and issuing bank. All returns and exchanges will be credited less the items restocking fee and shipping costs (to and from shipping). Restocking fees vary item to item based on the manufacturer. It is your responsibility to read over the return details posted on EACH AND EVERY item you purchase. If an item was sold with free shipping, the original shipping costs incurred by Herringbone & Company will be deducted as well.