Dear Valued Customer,
As part of Furniture XO’s shop with confidence theme, all of our furniture products ship very well packaged, using industry leading transporters to ensure your furniture arrives safely. Despite this, accidents can still happen and because of that we insure EVERY single shipment at NO ADDITIONAL CHARGE to you.
Furniture XO customers are very fortunate to have a less than a 2% damage rate which is a mere 2 in 100 shipments. In the event that a piece does get damaged, it is very easy to take care of. When the furniture arrives, be sure to inspect everything before you sign the Delivery Receipt. This is especially true if you notice any damage to the cartons or packaging.
To ensure your furniture is properly covered for damages, please follow these simple steps:
It is very important you follow these steps so that we can give you the highest level of customer service and options. Please report the damage as soon as possible to our customer service department at (215) 969-0202 or Support@FurnitureXO.com, including photos and a brief description so that we can address the issue in a prompt and timely manner.
In the rare event there is hidden damage which is not seen until after the driver leaves, please contact us within 24 hours of delivery to report it. It is always best to contact us in writing at Support@FurnitureXO.com. This gives us the appropriate time frame to file a claim. Most delivery companies have a 48 hour window to report hidden damage so it is important that we follow those guidelines.Hidden or concealed damages are not always covered by our shipping partners. For this purpose, Furniture XO reserves the right to attempt to repair or replace manufacturing defects and freight damages at our discretion.
All defects are generally covered under each of your respective products manufacturers’ warranty. If for some reason you receive an item that appears to be defective, you are more than welcomed to contact us for a resolution. Since all our furniture ships insured, if your furniture has concealed damage we reserve the right to decide whether to replace or repair the piece.
If you do not desire a replacement or repair, you may return it using our Hassle Free Return Policy with an appropriate RMA. Furniture XO will accept claims for furniture with hidden or concealed damage with proof of damage (i.e. pictures, video, etc) within 48 hours of the receiving date. An email must be sent within 48 hours of the delivery time and date to Support@FurnitureXO.com to notify us about the concealed damage.
Any and all manufacturing defects including but not limited to dye or stain issues must be reported within 14 days of the signed Delivery Receipt. Furniture XO is not responsible for damage or defects due to consumer abuse. Examples of consumer abuse are slices/ink marks/cigarette burns/scratches or scuffs on pillows and inner areas.
All furniture is inspected thoroughly prior to shipment and reinforced in heavy-duty packaging to prevent damages. All claims are typically addressed within 30 days from receipt. Replacement items or parts generally arrive within 2-3 week, but in some cases may take longer.Most customers will never have to experience this process, but in the rare event that you do, it is important to know you can shop with the confidence of being protected with Furniture XO.
Shop With Confidence!
FurnitureXO Management Team