TERMS AND CONDITIONS
ALL Sales are FINAL. No Returns. 25% Cancellation Fee.
We have assumed the cost of the item you have purchased and because we are unable to return the item/s to the manufacturer, all sales are final. If you cancel your order before taking possession of your purchase, there will be a 25% cancellation fee. Please measure your doorways and spaces to ensure that your purchase will fit before purchasing. Any sizing issues will be the sole responsibility of the customer making the purchase. Should your item/s not fit and are returned to us in undamaged and unopened condition with all the original packaging by the delivery team, you will have the option of receiving a full in-store credit (ISC) which will be valid for 6 months or a refund minus a 25% restocking fee and any delivery charge you paid. If your product/s does not fit and is returned with damage or without the original packaging, we reserve the right to charge an additional damage fee before reselection or refund. Mattresses with opened or torn plastic cannot be returned under any circumstances due to health and safety reasons.
AN IMPORTANT NOTE regarding your Estimated Time of Arrival (ETA):
The ETA we provide you at the time of your purchase is according to the best information we have at that time. These dates are only estimates as Cincinnati Overstock Warehouse is dependent upon the manufacturers to ship your item/s and we cannot promise specific arrival dates. By signing below, you acknowledge that you understand that your ETA is an estimate and not a promise from Cincinnati Overstock Warehouse regarding when your product will arrive in our warehouse. If you are over your ETA by 30 days or more, you can cancel for a full refund. If you would like to cancel your order and it is less than 30 days past your ETA, you will be charged a 25% cancellation fee.
Pick Up and Inspection:
A photo ID is required at the time of pick up. If someone other than the customer listed on the order 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. It is your responsibility to inspect your product at the time of purchase. Any damage that occurs during customer pick-up and 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 item/s. The only exception to this policy is a manufacturer defect (internal damage) that cannot be seen by the customer at the warehouse at the time of pick-up because the view is blocked by the product’s upholstery. (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 damage must be reported to our warranty department, via our online portal, within 48 hours of receiving your item/s. No repair or replacement is possible after that time.
All pick-ups at our Florence, KY location must be scheduled. We will notify you when your item/s are available for pickup and it is your responsibility to call and schedule a pick-up appointment time first, in order to avoid potential delays at the pickup location. Please text us from the chat feature on our home page or call our Customer Service Department at 1-888-822-4033 to schedule a pickup time. If you request that your purchased item/s be picked up at our Florence location and then change your mind to have your purchased item/s delivered or to be picked up at our West Chester location a $50 reverse transfer fee will be added to your total purchase.
Delivery does not include assembly of any kind. Assembly is available for an additional fee. Once your item/s are received into our warehouse, we notify our third party delivery company that your order is ready for delivery. They will contact you within 72 hours to schedule delivery of your item/s. Should there be damage undetected at the time of delivery, it must be reported via our website, within 48 hours of receiving your item/s. No repair or replacement is possible after that time. You can access the submission for by visiting https://cincinnatioverstockwarehouse.com/warranty-submission/. If you purchase assembly please make sure the room your item/s are being placed in is cleared out and prepared for assembly, as our delivery company will not move your personal furniture that is already in your home. We will not deliver any product to a location that is unattended. A packing slip acknowledging receipt of your product must be signed and dated at the time of the delivery.
Cincinnati Overstock Warehouse does not offer nor 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, please 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 defects. If any manufacturer defect is found, please visit https://cincinnatioverstockwarehouse.com/warranty-submission/ in order to submit your warranty claim electronically.
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 on your invoice and last name.
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 not be a delay getting your claim addressed with the manufacturer. It is the customer’s responsibility to maintain a copy of their invoice and to understand the terms and conditions of their product’s manufacturer’s warranty. If you have any other questions regarding what is needed for a warranty claim, please contact our Customer Service department at (888) 822-4033 or text us from our homepage.
Clearance and Floor Models AS IS NO WARRANTY:
If you purchase an item that is noted AS IS NO WARRANTY and you sign a packing slip acknowledging that you have inspected the product and approve of its condition at the time of pick up or delivery, no warranty claim is allowed for that product.
We ask that you pick up all purchased item/s 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 notify our customer service department.
Customer Service Hours:
You can reach our customer department by texting from our homepage at https://cincinnatioverstockwarehouse.com/ or calling (888) 822-4033 between the hours of 9:30 am and 4:30 pm Monday – Friday. Customer Service on the weekends is by text only between the hours of 10 am – 3 pm on Saturday and 11 am – 3 pm on Sunday.