Order & Return Policies
Our products are new and unused.
We do our best to provide accurate information regarding stock status. If the product you've ordered is on backorder from our Supplier, we'll offer you a substitute, give you an option to cancel your order without penalties (prior to shipment), or keep you informed about your order's estimated ship date.
Products are usually offered to the continental (lower 48) states. Please see the specific product page for delivery availability outside this area.
Deliveries to Canada, Hawaii, and Alaska may be offered at an additional charge. Please call our Sales team at 866-328-8874, weekdays 7a-7p, PST and weekends 7a-6p, PST, for a quote.
NB: White Glove deliveries have their own shipping restrictions.
- Regular orders: Less than 24 hours.
- Special orders: 1-7 days for orders flagged for fraud or delivery address problems.
- Stock products: 1-7 days depending on Supplier.
- Custom-built products: Varies by product; please see specific product page for details.
- Regular shipping: 5-7 days for destinations in the continental (lower 48) states, longer to Canada, Hawaii, or Alaska.
- Express shipping: Not offered except through special arrangement with the Supplier.
Parcels - UPS & FedEx
Products less than 70 lbs are usually shipped via UPS or FedEx. We require a signature for products over $400 shipped directly to your door.
Products more than 70 lbs are usually shipped via Common Carrier. The Common Carrier will call to specify a 4-hour delivery window. Our standard service is called "White Glove - Inside Delivery." The item will be carried inside your house or building to the first weather-protected area on your first-floor. You are responsible for moving the item once it is inside your house.
NB: Evening / Saturday delivery usually not available except with extra charge; must be arranged in advance.
Some products are sold with free shipping or reduced shipping promotions. In the event of a return or exchange, you will be responsible for the actual return shipping, subject to the product's return policy (available on the product page).
We accept credit cards (Visa, MasterCard, American Express, and Discover) Paypal and Checkout by Amazon.
All orders are screened for fraud. If an order meets our criteria for fraud-prevention checks (more common if delivery address is different from bill-to address), your order may be delayed.
You will receive separate emails confirming that your order has been processed and shipped. If we require more information, we will attempt to contact you first by email, then phone.
If you are one of our non-U.S. customers or if you are the recipient of a gift order and live outside the United States, you may be subject to import duties and taxes, which are assessed when the package reaches your country. You are responsible for these and any other additional charges. Most carriers assess applicable duties and taxes when the shipment from us arrives in your country. If more money is owed, they will send you a letter notifying you of the charges and the steps you need to take to receive your package.
Unfortunately, we can't control or determine the duties and taxes that will apply to your order. Because policies vary, please contact your country's customs office for more information. When ordering from us, you are the importer of record and must comply with all applicable laws and regulations of the country in which you are receiving the goods.
You may make changes to your order before the purchase order ("PO") is issued to the warehouse. The PO is generally issued within 15 minutes of your order. After the PO is issued, increases in quantity of the same product will be processed as new orders; other modifications to quantity or product will be treated as cancellations (see Cancellation after Order Confirmation below). To request modifications or changes to your order, please log in to your Online Order Status Page and submit your request.
- Cancellation Before PO Issued:
For orders cancelled before the PO is issued, you will receive a full refund (see Refunds below).
- Cancellation After PO Issued:
- Before Shipment:
- Custom-built products:
We cannot guarantee cancellation of a custom-built product. You may be charged the full cost of the product if production has started. To request cancellation, please log in to your Online Order Status Page and submit your request.
NB: Cancellation charges will vary by Supplier and product.
For furniture orders cancelled after the PO is issued but before the product is shipped, you may be responsible for a restocking fee.
- Other Products:
You will not be charged for the cancellation unless the Supplier has already submitted a ship request for the order.
- Custom-built products:
- Cancellation After Shipment will be subject to the returns policy.
- Before Shipment:
Your Online Order Status Page will be updated with a tracking number within 48 hours of shipment, and an email will be sent to you notifying you of the same.
Please inspect the box(es) for signs of damage before opening your product! If you think there may be product damage, please take a photo of the unopened box. This is required to show that the product was damaged before you took possession.
Please retain original packaging until you have verified your product performs as expected in accordance with the warranty.
Your satisfaction is our goal. We've served over half a million customers, and we look forward to serving you. This return policy is designed to give you risk-free access to our catalog. Details are below - please read them carefully. If you need to request a return or exchange on your existing order, please visit the Online Order Status Page.
|Product Condition||Policy||Refund Amount *|
|Unopened Box (Original Packaging)||Full refund, less delivery fee, and return fees.||
|Opened Box||Delivery and return shipping fees applied. (If delivered product is incorrect as a result of our error, we will exchange for the correct product or issue a full refund.)||
|Damaged Product||Must notify the delivery company at the time of delivery and log a damaged delivery on our Online Order Status Page||Exchange for new product or full refund|
|Custom Products, Mattresses, Pool Cleaners, Massagers and Massage Oil||We do not accept returns for custom-made products, mattresses, pool cleaners, massagers and massage oil.||Not returnable|
* All requests for refunds, cancellations and exchanges must be made within 30 days of the date the product shipped.
If for any reason you find that you need to cancel an order, change an item in an order, or change the shipping address, please visit the Online Order Status Page. We cannot cancel or change an order once it has shipped - it will thereafter be treated as a return.
All returns or exchanges should be initiated through the Online Order Status Page. For damaged product, immediately file a damage report with shipping carrier and notify us via the Online Order Status Page. A replacement will be sent to you. If you do not file the damaged shipment claim with the carrier, you will be refunded as per the Opened Box policy outlined above.
Your should expect to receive your refund within four weeks of pickup of your item. This allows us time to verify the condition of your returned product.
We will update you throughout the process as your item is received, inspected, and your refunded is issued.