All cancellation requests must be submitted in writing to CancelOrder@FurnitureXO.com within 48 hours from the time the order is placed. At Furniture XO we understand that cancellations are an unfortunate part of shopping online. Sometimes the incorrect item is ordered, or you plain and simply just had a change of heart. We want you to love your brand new furniture purchase with us, especially since we understand that you are making a sizeable investment. This is why we allow our customers up to 48 hours to cancel an order from the time it is placed.
Furniture XO will process your order by submitting a purchase order directly to the manufacturer after the 48-hour grace period has passed. After that point, the customer and Furniture XO jointly become financially obligated to purchase the ordered merchandise from the manufacturer. For this reason, we don't accept order cancellations once the 48-hour window has passed.
At the time your order is placed, you will receive a notification via e-mail describing all of your order details. It is your responsibility to verify that all of the information in the e-mail receipt is correct. You are allotted 48 hours to review your e-mail confirmation and reply with any discrepancies or changes at no charge.
If you do not notify us of any changes within the 48-hour window, Furniture XO will proceed with your order. Any cancellation after that point must adhere to our Cancellation Policy as described below:Any exception to this Cancellation Policy will be solely at the discretion of Furniture XO management. In the event that Furniture XO management or the customer, agree to proceed with the cancellation of an order after the 48-hour grace period, the customer may be responsible for a cancellation or restocking fee of up to 25% of the purchase price as well as any shipping and handling fees that may apply. In order for a cancellation to be acknowledged, the customer must submit a request in writing via e-mail to firstname.lastname@example.org. Please note that only written requests for a cancellation will be processed by Furniture XO.
There are unfortunately some circumstances when an order can take an excessive amount of time to process. These circumstances are generally due to a product being back ordered or discontinued by the manufacturer. You will be notified within a timely manner and given the option to proceed with your order or to cancel in the event that your order falls in one of those categories. If for any reason your order takes longer than the general time frame of 1 to 4 weeks to ship, and is not scheduled to ship within a reasonable time frame of an addition 1 to 2 weeks, you will not be held responsible for any cancellation and/or restocking fees as long as your cancel request is submitted in writing within the 4-6 week window, and only if the order can be cancelled with the manufacturer at that time.
Due to the nature of the furniture business, please note that Furniture XO cannot guarantee that the finish of the ordered wood, leather, or stone will be exactly as pictured. Imperfections or variations in the grain, color, or sheen of the wood may occur naturally. Stone finishes such as marble and granite may differ in color and veining. In addition, variations in the color, sheen and texture (wrinkling and natural marks) of leather may occur due to different dying and tanning processes and natural phenomena. As a result, these naturally occurring characteristics are not viewed as damages or defects. Please note that images of products displayed on the Furniture XO website may differ in color due to differences in the resolution of computer monitors. Furniture XO always works with our partnering furniture manufacturers to obtain the highest quality photographs of the products and thus depict the merchandise as closely as possible.
As part of our shop with confidence campaign, all merchandise purchased at Furniture XO is fully insured and guaranteed at our expense. In the rare event that your furniture is damaged during shipment, you will not be held responsible. Visit our No Worry Damage Protection Policy for additional information on that.
Furniture XO currently ships to the 48 lower continental states. (Excluding Alaska and Hawaii). We found that the most commonly asked question by our customers is ‘When will my furniture arrive?’ Each piece of furniture has a different shipping time, mainly depending on the manufacturer. The best indication would be directly from the item listing. Most furniture ships within 2-3 weeks from the date we process your order which means you will have the furniture within 4 weeks, however; some orders can take up to 10 weeks. This is part of our under promise, over deliver motto, so don't be surprised if your furniture arrives sooner.
When your furniture is ready to ship, we will email you to confirm if you are ready to receive your shipment, followed by shipping details so that you can track your shipment all the way to you. When the shipping company arrives at your local terminal with the shipment, they will contact you to schedule a time for delivery, typically one to two days prior to delivery.
Furniture XO offers a variety of shipping services to accommodate the options that best suit your needs. Most orders are generally shipped Free Curbside Delivery, where arrangements will need to be made by the customer for the furniture to be carried into the house. Our experience has been that the drivers can be helpful if you are courteous and offer a tip. We cannot guarantee this, so we recommend having help available when they arrive.
As an added benefit to our customers, Furniture XO also offers the option for Inside Delivery. Our inside delivery service is essentially the same as curbside delivery, with the exception that the furniture is lifgated onto the ground level and brought into the first dry accessible area of your residence. The area of choice is typically a garage or front door. The delivery driver utilizes a pallet jack to move the furniture into the designated area, so both a clear route and no stairs are a must to consider this option. Our inside delivery service is the perfect fit when help is not available to you. This service grants you the comfort of un-packaging your furniture individually in a weather proofed area or storing everything until you have the time to set your new furniture up. This option is available at checkout for a nominal fee.
Delivery With Assembly is also available for an additional cost at checkout if desired. With assembly service, the delivery crew will bring the merchandise into the room of your choice and remove all of the packing materials. Our delivery with assembly service is only available in select areas and the cost varies depending on the size of your order, and shipping location. If this option is not available to you during check out, please contact our sales department to confirm. In most cases we can still perform delivery with assembly even though the option may not be available for you to select at check out.
Furniture XO does not guarantee delivery dates because of the many outside forces involved throughout this entire process. In the rare event that a time frame is promised, we will try our best to accommodate that. If an order must be cancelled due to missing a promised delivery date, that order will be cancelled in accordance to our Cancellation Policy.
Please note that Furniture XO is not responsible for the handling of your merchandise once it leaves our warehouse. As a result, any damage that may occur after this point and while the furniture is in transit is the shipper’s responsibility. If a situation arises, we will gladly file a claim and coordinate a resolution with the shipping carrier to ensure you are fully satisfied with the outcome.
All shipping estimates listed on Furniture XO are approximate and we always strive to adhere to them as closely as possible. Unfortunately, these estimates are dependent on product availability from the manufacturer as well as shipping delays en route to our facility. Therefore we cannot be held responsible for beating or exceeding originally expected delivery estimates that are caused by factors beyond our control.
If the merchandise ordered will be delivered by a shipping company you will be contacted directly by the carrier to schedule a delivery appointment. You will typically be provided a 2-hour window for your appointment that will usually be Monday through Friday 8AM to 5PM. Weekend delivery is available at an extra charge that is not included in the standard Furniture XO shipping calculation and thus is the customer’s responsibility. Representatives of these carriers are not authorized to bring the merchandise into your home or assemble the items. These services can only be arranged in advance, prior to the shipment of your order from our warehouse at an additional fee. The standard/typical delivery scenario is that of a curb-side delivery which means that purchased items are unloaded from the truck and left by the curb of your residence. Additional fees apply if the items you ordered require a lift-gate to unload the truck, if you need the items to be brought into your home and even more so if they need to be carried up the stairs or assembled. If you have special requirements for your delivery please contact our Customer Service department and we will be glad to assist you. Most of the items we sell are large and heavy. Please ensure that at least one or two people are available to help unload the truck at the time of the delivery appointment. In cases where assembly of the furniture is ordered in advance Furniture XO coordinates for the furniture to be brought into the customer’s home and assembled. As part of the service the trash left at the end of the assembly process is removed from the customer’s home. All Furniture XO customers will be contacted via e-mail and/or phone to arrange for order delivery, regardless of the delivery method or carrier. We do everything in our power to ensure that we do not miss the scheduled delivery appointment. However, we cannot guarantee that an unexpected occurrence may cause us to be late and will do our best to stay as close to the agreed time as possible. We will do our best to accommodate any special requests to ensure our customers are fully satisfied. If you would like to check status of your order, have a question regarding delivery or would like to obtain a tracking number, please e-mail to email@example.com.
If, after numerous attempts are made by Furniture XO to contact a customer, we are unable to reach them, we reserve the right to recall all merchandise for a full refund of the purchase price, less all shipping and handling costs that are incurred by us as a result. A restocking fee of up to 25% of the purchase price may also apply. The same applies if a customer is not available to accept a delivery at a previously arranged time after an appointment had been scheduled and the delivery cannot be completed. Items offered with free shipping are dependent upon customer location and size of order. We reserve the right to alter this offer should your zip code lie outside standard UPS Freight and FedEx delivery routes. In addition, orders for items with weights that are more heavy than usual or expected may need to be readjusted for extra unforeseen fees. No additional fees will be charged without notifying the customer and obtaining prior approval.
Proper Planning Prevents Poor Performance. As long as your order is placed adhering these rules, most issues can be avoided and your experience with Furniture XO will be an enjoyable one.