Below is the list the frequently asked questions. If you cannot find the answer that you need here, please don't hesitate to contact us via email at email@example.com or via phone at 1-800-996-8221 (or 732-698-9221 if calling from outside US).
SHIPPING & DELIVERY INFORMATION
GENERAL PRODUCT INFORMATION
Q. How do I contact EleganceFurnitureDirect if I have a question?
A. If you have questions about your order or any of our products, you can contact us either at our toll free number 1-800-996-8221 or by emailing us at firstname.lastname@example.org . We are very committed to customer satisfaction and will provide excellent assistance and customer care any way we can. Our business hours are Mon-Fri 9:00 AM - 6:00 PM EST.
Q. How do I know my personal and credit card information is secure?
A. You can feel safe shopping with EleganceFurnitureDirect. We use industry standard Secure Socket Layer software (SSL) to encrypt your personal and credit card information during the order checkout process.
Q. What if I don't want to place my order online, can I place an order over the phone?
A. Yes, a Customer Service Representative will be happy to assist you in placing your order via the telephone. Simply contact our customer service department at 1-800-996-8221.
Q. How do I know you received my order?
A. You will receive a confirmation e-mail within 15 minutes of placing your order. If you do not receive your confirmation e-mail, please contact us to confirm your order.
Q. In which states do you charge sales tax?
A. Homelement does not charge sales tax unless for orders shipping to state of New Jersey and New York. However, please check with your State's regulation since it might vary from state to state and we are not responsible for individual States'sales and use tax regulation regarding online transaction. For Colorado resident: We are not obligated to collect sales tax but you do need to file sales or use taxes for any online purchase.
Q. What will it cost to ship my item?
A. We offer FREE Standard Shipping for any orders over $1199. For orders less than $1199, the shipping fee is FLAT $99.
Q. How will my order ship?
A. All our items, including large furniture units, are specifically packed for shipment to your home or business address in double-bonded secure shipping containers and are guaranteed to arrive in first class condition. All shipments are fully insured.
Standard Shipping: Parcel Services
The selected parcel service (UPS, DHL, FedEx, or USPS) delivers your merchandise to your home or place of business and places it at the front area of your workplace or front door of your home. This service has weight and cube restrictions and not all of our items can move in this manner.
Standard Shipping: Truck Freight/Common Carrier
Most of the furniture we sell are simply too big or too heavy for a regular Parcel Services to handle. A trucking company (or commonly known as a common carrier) is the delivery method of choice for the furniture industry. The carriers will only unload the furniture to the curbside. They will only deliver during business hours between 8am to 5pm, Monday to Friday, by appointment. Please make sure that you have adequate help to move the furniture.
Certain areas such as rural areas or areas with restricted delivery access might require special delivery arrangement and incur additional fees. Some examples include but not limited to: areas where smaller trucks are needed to do the delivery, island area that only accessible by boats.
Q. Do you offer White Glove or Inside delivery?
A. EleganceFurnitureDirect's standard form of delivery (Standard Shipping) is "Curb Side Delivery", which is delivery generally to the entrance of your ground level home or apartment building. Set up of new furniture, and removal of debris or old furniture is not included. Please refer to the shipping information question above.
If your order is shipping to New Jersey area, we can offer an upgrade to either White Glove Delivery or Inside Delivery. Please contact us at 1-800-996-8221 for information pertaining to pricing and availability for your area.
White Glove Delivery is a premiere delivery service available on select products. White Glove Delivery includes inside placement of products into your room of choice, delivery of items up to two flights of stairs, unpacking of items, debris removal, and product set-up.
Inside Delivery includes inside placement of your products into your room of choice, delivery of items up to two flights of stairs, unpacking the items, and debris removal. Inside Delivery does not include product set up.
Both upgraded forms of delivery incur an additional fee and can only be added to your order by contacting our Customer Service Department at 1-800-996-8221 prior to placing the order.
Q. How can I track my order?
A. Once your order has shipped, we will email tracking information to you that will contain your tracking number, the name of the carrier that has your order, and their contact information for follow up. You will be able to check the status of your delivery timeframe either online through the carrier's web site, or via telephone. Our carriers will contact you a day or two prior to arriving to your location to set up a delivery timeframe with you.
Q. When will I receive my order?
A. You will be contacted shortly after placing your order with shipping information specific to your order and to schedule your delivery if applicable. Some of the products are available for next day shipment and we strive to have your order shipped between 1-2 weeks from the warehouse. Occasionally, certain items (invariably the one you wanted most) sell out of stock and become back ordered. Shipping times vary depending on the manufacturer and your proximity to the warehouse. For items that are out of stock, we would let you know the approximate date when the items would be delivered. Please add about 1 week of transit time once your order leaves the warehouse Please note that this is only a guide, we cannot guarantee these times! Call to get the lead times on the products you are considering.
Q. How do I schedule my delivery?
A. Most of our orders are delivered by Truck Freight/Common Carrier*. Deliveries are generally scheduled between Monday thru Friday 9:00 am thru 5:00 pm. Our carriers will contact you to schedule a delivery window with you. Carriers try their utmost to deliver between the scheduled appointment times. However, please understand that these are just estimated timeframes and we cannot guarantee this window. If the delivery window changes, we make every attempt to notify you. Please note that any missed deliveries may incur additional redelivery costs.
*At times we do use carriers such as FedEx, DHL or UPS, which do not call prior to delivery.
Q. How many deliveries will I receive?
A. If you purchase items from more than one manufacturer, you will receive more than one delivery, possibly on different dates and/or times.
Q. What if I live outside the continental USA, can you ship to me?
A. At this time we only ship to the 48 states in the Continental USA. However, depending on the items that you'd like to purchase and your location, we might be able to arrange something. Please contact us via email or call us at 732-698-9221 for information.
Alternatively, some of our customers arrange their own international shipping. If that's the case, we'll be happy to ship the items to the warehouse of the international shipping company of your choice.
Q. What happens in the unlikely event my product is damaged?
A. If your carton appears only slightly damaged, please note the damage in details on the Proof of Delivery (POD) form and accept the carton for further inspection. If your carton shows a significant amount of damage please refuse the damaged cartons only and notify us immediately either at 1-800-996-8221 or by emailing the Claims Department at claims@EleganceFurnitureDirect.com. For details on how to inspect the item during delivery, please refer to shipping information document.
*Please note in most cases digital photos of the merchandise will be required.
Q. What is EleganceFurnitureDirect's Warranty Policy?
A. All the furniture that we sell are brand new and carry the manufacturer's warranty. Most of the manufacturer warranty however is only limited warranty that does not cover any wear and tear. That being said, please report any defect or issues within 3 days of receiving the furniture.
Q. What is EleganceFurnitureDirect's return and refund policy?
A. We are sorry that we cannot issue a full refund for cancellation or return once the merchandise is shipped from the warehouse. If shipment is refused without prior authorization, you will be responsible for both inbound and outbound freights and any handling fees involved. Aside from the shipping and handling charges, depending on the condition of the return items, you will be charged no less than 15% of the purchase price.
The products have to be in the original packaging and in brand new condition. Please contact us at 1-800-996-8221 for authorization prior to returning any items. Returns without prior authorization by us, will not be accepted. Please note that we can only accept returns for the maximum of 14 days after the delivery date.
Please note that we do not profit from return products. The shipping charges are the actual shipping cost charged by the shipping company and the restocking fee are charged by the manufacturer. If you need any information about the product, please contact us and we will try our best to answer any questions that you might have.
Q. What is the EleganceFurnitureDirect's cancellation policy?
A. If we are able to cancel your order before it is processed by our warehouses (normally within 24 hours from the time you ordered), there is not a charge for the cancellation. Otherwise 15% restocking fee will apply. Therefore, if you need to make any changes to your order, please contact us as soon as possible at 1-800-996-8221.
If the order has been shipped out from our warehouse, please see our return policy above.
Q. What exactly comes with my item?
A. Prior to confirming your purchase, please take a moment to make sure you are purchasing precisely what you need. You can find this information under product details or if you need further information do not hesitate to contact our customer service department and one of our representatives will be able to provide you with any information you may need.
Q. Is the color or finish I see on my screen accurate?
A. All photos on our website have been color matched with the actual product. How these photos display on any individual monitor and output from any printer can vary widely based on the different settings and external conditions. Regard any color printout as merely a color estimate rather than a true color match.
Q. Will my product require assembly?
A. Most of our products are completely assembled and usually only require minor and easy assembly. All screws and other hardware are included in the boxes along with detailed instructions on how to assemble the piece.
Please note that products by Nexera, Bush Furniture & Home Styles are RTA (Ready to Assemble furniture) and need some extensive assembly.
Q. Do you have a showroom or do you know where I can see the furniture in person?
A. We are strictly an online retailer and do not have a showroom or store. While we do sell brand name items on our website, we do not have information pertaining to the location of the items in local stores in your area.