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TERMS & CONDITIONS
By visiting or shopping at this web site, you accept the following terms and conditions. Please read them carefully.
ESTIMATED SHIPPING AND DELIVERY TIMES
Estimated ship times are located on each product page. These are estimated shipping times subject to availability of products and/or manufacturer's availability. If your item is out of stock or on backorder, we will contact you with a shipment date. Items are special ordered and reserved especially for you. Order cancelations must be made within 24 hours or will be subject to a restocking fee. Occasionally issues arise that may lead to additional production time, such as our manufacturers experiencing a backup in production, products in transit from overseas factories or situations that arise that are out of our control. If this is the case you will be alerted as soon as we are made aware of a delay. If you need to verify stock information and availability prior to placing your order, please contact customer service at [email protected].
RETURN & CANCELATION POLICY
We want you to enjoy the items you receive and offer a 30 day return policy on eligible items. Some items on our site are not eligible for cancellation after 24 hours of order placement or for return/exchange. Please refer to the individual product page to view its specific return/ cancellation policy. If you would like to exchange or return an eligible item purchased in the last 30 days, you will need to request a Return Authorization (RA) number.
Eligible Items for Return
Items must be returned in their original packaging in unused condition. Returns on eligible some items that are not defective will incur a 25% restocking fee. Refunds are issued in the original payment form and price, less original shipping and handling,* re-stocking fees, gift-wrap and return shipping charges.
*If for any reason you need to return an item that included free shipping, the refund you receive will be for the item price minus our standard shipping cost. The only exception to this policy is if an item received is defective, in which case it will be replaced with no additional shipping fees. If you would like to exchange your free shipping purchase for another item that also has free shipping, a standard shipping charge will be added to the item being returned and the new item will ship for free.
Items Not Eligible for Return:
Any items with a note on its product page that indicates it is not eligible for return.
In the event of a disputed credit card charge, which is ultimately found to have been legitimate or which otherwise finds, in whole or in part, in favor of James & Reid, the customer shall be responsible for all attorneys' fees and costs borne by James & Reid. The terms of any purchase from or dispute with James & Reid shall be governed by Texas law, and any litigation arising out of such dispute shall be brought in the State of Texas, County of Mclennan, in the district governing the City of Woodway.
CUSTOM, PERSONALIZED AND SPECIAL ORDERS
Custom, Personalized and Special Order items are not returnable or refundable. You have up to 24 hours from the date the order was placed to cancel a custom, personalized or special order and to have the amount refunded to your credit card. After 24 hours, custom orders are non-refundable.
FURNITURE, LIGHT FIXTURES AND MIRRORS
Finish Variations: Many of our custom made furnishings are made from wood, a natural living and breathing product. Nature is unique and never duplicates, making no two pieces of wood, even from the same tree, exactly alike. Because wood responds to fluctuations in humidity levels (just like hardwood flooring), furniture can expand and contract over time depending on the climate. Please note that the degree of humidity or dryness in your home may cause splitting which will not affect the structural integrity of the piece and is not to be considered defective.
Certain types of wood will have more visible knots and wood grain. Our artisans make every effort to conceal knots and grain on painted finishes, but due to natural resins within some wood types (i.e. pine), they cannot completely eliminate them or guarantee to control them. Knots and grain may bleed through and slightly discolor the finish (this may be more apparent on light color finishes). This discoloration is not to be considered a defect in craftsmanship. Irregularities in the finishes are not to be considered defects. While finishes are durable, they are not indestructible. Please contact us for care and maintenance of your wood furniture. We have swatches available for many of our lines that we are happy to loan out to customers. Please note that many of our artisans and craftspeople custom mix paint for their finishes so swatch samples may vary slightly from actual finishes.
Lead Times and Delivery: Shipping time for freight items (this includes furniture, large light fixtures and some rugs) is approximately 2-3 weeks from the time that the item(s) are scheduled for pickup from our manufacturer. We act as your liaison to best assist you in a prompt delivery but again, there are variables that are out of our control as we are considered a third party.
Most carriers schedule deliveries Monday through Friday between the hours of 9:00 a.m. and 5:00 p.m. Freight companies will contact you at least 48 hours prior to the delivery to schedule a delivery date and time frame (typically 2-4 hour blocks) that works for you. If you need to reschedule the delivery with our carrier, please contact them as soon as possible so as not to incur any charges for missed delivery appointments. If your scheduled appointment is missed, you will be charged a delivery trip fee. Please do not arrange for the item/items to be delivered when no one is home to receive them. If the freight company contacts you to make an appointment for delivery and you are unable to accept the delivery for any period of time, you are subject to storage fees that the freight company will charge for storing your item.
Types of Delivery: For standard freight delivery, our shippers deliver furniture to your driveway. Premium in-home delivery is available for most items if you would like the item placed inside the threshold of your home or in a particular room up to 2 flights of stairs with all packing materials discarded. Please refer to the product page to see what types of shipping is offered for that particular item. We do not offer assembly for any of our deliveries. If you ask the delivery company to assist you in assembling an item purchased from us, you are doing so at your own risk. Freight items can ONLY be shipped within the 48 contiguous states.
Receiving the Incorrect Item: If for any reason your custom furniture piece does not arrive with the specifications that you selected when ordering, James & Reid reserves the right to have the item or items replaced and reshipped at no additional charge to you. You should contact us immediately if this occurs so that we can get the replacement in the works as soon as possible.
Damage: Upon delivery, please take time to inspect all freight shipped furniture items, light fixtures and mirrors carefully for any damage that may have occurred in transit and contact us immediately. Claims against damaged items must be made within 48 Hours. Claims made after 48 Hours cannot be accepted. Furniture items must be carefully inspected BEFORE you sign for the delivery.
To make a successful damage claim:
- If your order includes Premium Delivery and you are able to inspect the items while the freight company is still there, call us immediately. If you are not able to get in contact with us for any reason, you may either refuse the delivery or note the damages and condition of the packing materials on the bill of lading before signing for the delivery.
- If your order includes Standard Delivery and you are not able to inspect the items completely before the delivery driver leaves, you have 48 hours to notify us.
- Take photos of the damage to the items AND the packing materials.
- Email photos and a written description of the damage to [email protected]
- If the damage is minor, you may accept delivery with the damage noted on the bill of lading. Depending on the situation, either a touch up kit will be sent to you or a professional furniture medic will be arranged to repair the damage. If you choose to accept a damaged item, please retain all packaging to assist in the claim with the freight company.
- If the damage is major, you may refuse delivery. The freight company reserves the right to have the piece repaired and brought back to the manufacturer for a repair/rebuild. If the freight carrier determines the piece cannot be repaired, you have the right to be reimbursed for your purchase or have another piece rushed at no additional charge and shipped out to you as soon as possible.
James & Reid will be unable to assist you in the repair or replacement of damaged goods if the above procedures are not followed. Please remember that furniture items are not eligible for return.
If your order arrives damaged, the furniture delivery company reserves the right to have the damaged item(s) repaired by a professional furniture medic. If the delivery company determines that the item(s) cannot be repaired, or replaced, you have the right to be reimbursed for your purchase.
In the case that the ship to address is not accessible by regular delivery truck, you’ll be responsible for all additional delivery charges, i.e. ferry fees. Please contact [email protected] to make James & Reid aware of any special delivery requirements that must be taken for the item to reach the final destination.
James & Reid upholds the warrantees provided by the artisans and manufacturers who create our products. Because the details and duration of our manufacturers' warrantees differ, we encourage you to ask one of our store consultants for specific warranty information on products of interest.
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