TERMS AND CONDITIONS


CANCELLATION POLICY

Assuming you have not taken receipt of merchandise, if you cancel your order with in the first 24 hours, we will fully refund all payments less any applicable credit card processing fees. After 24 hours, ALL SALES ARE FINAL.

ALL Sales are FINAL. No Refunds or Returns.

Once you place your order, we assume the cost of ordering what you have decided to purchase and we are unable to return items to the manufacturer, therefore all sales are final. Please make sure all measurements are correct and will fit through the door of your residence as well as in the room you are purchasing for before you purchase. Any sizing issues will be the sole responsibility of the purchaser. Should your item(s) not fit, our Customer Service Department has the discretion to issue an in-store credit minus a 25% restocking fee. All merchandise must be returned in perfect, unopened condition. Your in-store credit will be available for your use for 6 months after it is issued. If the in-store credit is not used within 6 months of your cancellation date, the credit will become null and void. Mattresses with opened or torn plastic cannot be returned under any circumstances due to health and safety reasons.

Estimated Time of Arrival (ETA):

If you choose to order an item that is not in stock, we will order directly from the manufacturer for you and provide you with an estimated time of arrival. These dates are only estimates as Cincinnati Overstock Warehouse is dependent upon the manufacturers to ship your order and we cannot promise specific arrival dates. There are many factors that can potentially impact shipping and receiving of merchandise and delays are possible. Please understand that we do all we can to ensure prompt receipt of merchandise and do not aim to delay your receiving of the furniture you purchase. Each order will have its own individual ETA. Please note that ETAs are based upon business days (Monday – Friday, not including weekends or national holidays). If you have purchased delivery, your ETA does not include the time of delivery to your home. If you are picking up your purchase you will be contacted promptly upon receipt of your merchandise. It is not necessary to contact us for arrival inquiries or updates.

Pick Up and Inspection:

At the time of pick-up, a photo ID will be required. If someone other than the customer is picking up the item/s, please provide us with the name of the person picking up for you. This will help to protect you and your purchase. We ask that all customers inspect their purchased item/s at the time of pick-up. Any damage that occurs during customer pick-up and/or transportation is the sole responsibility of the purchaser. Once the customer agrees that the furniture is damage free, Cincinnati Overstock Warehouse is no longer liable for any damage that occurs to your items. The only exception to this policy is a manufacturer defect (internal damage) on any items that are not inspected by the customer at the warehouse at the time of pick-up. (Example of this type of damage: non-visible structural damage to the frame of the furniture)  Because of the number of parts and pieces included in the boxes of dining sets (chairs and tables), dining chairs or bar stools, bed rails, unassembled tv stands, unassembled office desks/bookshelves, mirrors, and bunk beds we do not perform an inspection at the time of pick-up. Any visible damage must be reported to our warranty department, via email, within 48 hours of receiving your items. No repair or replacement is possible after that time.

Only customers who are picking up at our Florence, KY location are required to call and schedule a pick-up time first, in order to avoid potential delays at the pick up location. Please call our Customer Service Department at 1-888-822-4033 (Option 3) to schedule a pick up time. Please understand that if you have chosen to pick up items from our Florence location, that your ETA is for arrival of your products at our West Chester, OH warehouse. We transfer these items from West Chester to Florence, free of charge, for our customers every weekend. This may, however, add a few days to your ETA to include transfer time of your purchased product/s. If you would like to pick up your purchase as soon it arrives, you can choose to pick up at our West Chester location. Otherwise, we will transfer your items for you and you may pick up your items at the Florence, Kentucky location. If you request that your purchased items be picked up at our Florence location and then change your mind to have your purchased items delivered or to be picked up at our West Chester location a $50 reverse charge fee will be added to your total purchase.

Delivery:

Delivery does not include assembly of any kind. If you would like to purchase assembly, you can pay an additional fee at the time of your purchase. Once items are received into our warehouse, we notify our third party delivery company that your order is ready to be delivered. Delivery will contact you within 48 hours to schedule delivery of your items. Should there be damage undetected at the time of delivery, it must be reported to our Warranty Department, via email, within 48 hours of receiving your items. No repair or replacement is possible after that time.

Warranty Information:

Cincinnati Overstock Warehouse does not offer or imply any warranty on any of your purchased product(s). Unless otherwise expressly stated on your order, your purchase may come with some form of termed Manufacturer’s Warranty. If a manufacturer defect issue arises after receiving your item/s, contact us immediately. As a courtesy to our customers, we will work with the manufacturer to determine if the issue is a manufacturer’s defect and what course of action can be taken. We do not have input into the manufacturer’s decision and we do not, as a business, carry or offer warranties.  We will work to do everything possible to address your warranty claim with the manufacturer to ensure that you are serviced to the full extent of your product’s manufacturer’s warranty.

Our goal is to provide our customers with quality furniture, free from defect. If any manufacturer defect is found, please send an email to [email protected]. In order to assist you in your warranty claim, we will need information from you including, but not limited to:

  • 1 picture of the entire product from the front

  • 1 picture of the damaged area from 4 feet away

  • 1 picture of the damaged area from 1 foot away

  • 1 Serial number tag photo  (Depending on your product, there should be a serial number tag or sticker under the seat cushion, on the underside of the product, on the underside of the footrest or on the back of the product.)

  • A written description of the damage to your product

  • Your Order Number and Last name. The order id number is found on the top right of your printed invoice given to you at the time of purchase.

If claims are submitted with any of the above information missing, there will be a delay. We do not assume responsibility for any delay because of incomplete or incorrect information received. Each manufacturer sets their requirements regarding the information needed for warranty claims and the information needed may vary by manufacturer.  In general, if you send in all the information that is required, there should be no problem or delay getting your claim addressed with the manufacturer. If you have any other questions regarding what is needed for a warranty claim, please contact our Customer Service Department at 1-888-822-4033 (Option 3).

Storage:

We ask that you pick up all purchased items within 14 days of receipt into our warehouse, unless otherwise noted in your order. Orders not picked up within 30 days of receipt into our warehouse will be considered a cancellation and any amount paid, minus a 25% restocking fee, will be converted to an in-store credit which must be used within 6 months of the cancellation date. If the in-store credit is not used within the 6 months of the cancellation date, the credit will become null and void. If unforeseen circumstances arise which make it impossible to pick up your furniture within the allotted time, please contact our customer service department at 1-888-822-4033 (Option 3). We have the discretion to allow further storage for an additional fee.


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