Item Arrived Damaged
The likelihood of an item arriving damaged is quite low, but accidents can occur on rare occasions. If you find that your item has arrived damaged, please follow these steps:
- Document: Make sure to record and describe the damage on the delivery paperwork provided by the delivery team.
- Accept Delivery: Please sign for your delivery.
- Capture Images: Take a photo of the serial number or label on the box, as well as a picture of the box itself (prior to unpacking) if it shows signs of damage. Additionally, photograph the damaged area of the item.
- Inform Us: Contact us at 201-358-1556 or submit a ticket.
Received Incomplete Order
If you've received an incomplete order, please begin by logging into your account to confirm if all items have been shipped.
Should you discover any missing items, kindly reach out to us to notify us promptly.
Please note that various items in your order may be shipped separately or from different locations to ensure swift delivery and optimal service.
If you need to report any missing items, please don't hesitate to contact us.
Wrong Item Received
If your received item doesn't match your order, kindly reach out to us for swift resolution. Such incidents are highly uncommon, hence no cause for concern. Just indicate the discrepancy on the delivery receipt and proceed with the acceptance signature. Please refrain from rejecting the item; feel free to utilize the mistaken one until the correct replacement arrives.
Missing Parts
If your item arrives with missing parts, don't fret! Getting replacement parts is a breeze.
Just reach out to us, and our dedicated customer service team will ensure you get what you need promptly. We keep most parts in stock and can ship them out via UPS or FedEx without delay.
Before contacting us, take a quick look around your item for any hidden compartments, pockets, or pouches where the missing hardware might be stashed away. For instance, sofa legs are often tucked underneath within the dust cover. If a part is still missing, get in touch with us right away.
To expedite the process, have the following details ready:
- Explanation of why you need the parts.
- Part number (usually found in the assembly guide or package contents).
- Part name and any specific options (like color or size).
- Item details such as model, serial, production number, or dye lot (if available).
- Specify the side the part is needed for (left or right, when facing the item).
- Quantity needed.