In-stock items
If you would like to exchange or return an item please contact us by email at returns@thevelvetfrog.com or by phone. Have your order number handy and please let us know the reason for the return or exchange.   You will be provided a RETURN AUTHORIZATION NUMBER that will need to accompany the returned item.   Please do not return items to our Haymarket address without prior authorization as some returns may have to be shipped back directly to our suppliers.   For returns on all rugs, lamps, chandeliers, sconces and shades that are not defective, we are required to charge a 25% restocking fee.  Please note that items shipped back to us without a return authorization number will not be accepted and will be returned to you.  All items must be returned in their original, unworn and unused condition enclosed in original packaging within 7 days of receipt for a refund or exchange.   Returned items should be free from dirt and debris. In the event an item is returned in a condition where it can not be resold, the order will be sent back to you and additional shipping charges will apply.  Shipping and gift wrap fees are non-refundable.  We offer free shipping on several of our items.   If for any reason you need to return an item with free shipping, the refund you receive will be for the item price minus the standard shipping cost. Standard shipping costs are based on item prices as outlined within our shipping information. If you opt to exchange your free shipping purchase for another item that also had free shipping, a standard shipping charge will be added to cover our costs.

Holiday Returns
We have a special return policy for items bought during the holidays. For items purchased in November or December, the return/exchange date is extended out to January 31, 2009. Please note that the holiday return policy refers to in-stock items ONLY and all the policies above still apply. Custom furniture, bedding and personalized items are excluded from the holiday return policy.

Custom furniture, bedding, lighting & personalized items
Because these items are made to order, custom pieces are not returnable or refundable.  Custom orders include (but are not limited to) any furniture or bedding line that you need to select a finish or fabric choice for, all personalized or monogrammed items, and any other item that specifically states on the product page "CUSTOM MADE FOR YOU AND CANNOT BE RETURNED".  If you are at all uncertain if what you are ordering is considered custom, please contact us to verify. You have up to three (3) business days from the date the order was placed to cancel a custom order to have the amount refunded to your credit card. After three days custom orders are non-refundable. Upon delivery, please take time to inspect all freight shipped furniture items carefully for any damage that may have occurred in transit and contact us immediately. Claims against damaged items must be made within 3 business days. Unfortunately, claims made after the 3 business day window will not be accepted and are unable to be returned. Please refer to our vendor warrantees for specific information on individual policies.  NOTE:  Refused deliveries of custom orders will be returned to you, and your account will be charged for all subsequent shipping charges incurred by THE VELVET FROG.

If for any reason your custom furniture piece does not arrive with the specifications that you selected when ordering, THE VELVET FROG 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.

THE VELVET FROG  does everything possible to assure a smooth and prompt delivery of your furniture and custom items. However, be aware and consider that there are circumstances out of our control that may arise and result in a delay in the production or delivery of your items. We do our best to give accurate lead times for each furniture manufacturer but estimated lead times are not a guarantee of a specific delivery date. We welcome your inquiries as the estimated delivery time approaches and we can follow up to give you a more specific idea of your ship date at that time. Also note that shipping time for freight items (this includes, furniture and some rugs) is approximately 7-15 business days 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. We know you'll enjoy the product that is made especially for you!

Special note about freight delivery:
While we do our utmost to ensure your items arrive in a timely manner and in perfect condition, there are some things that are out of our control. We would love to be able to say that damage never occurs during transit, but unfortunately that is not always the case. Our freight carriers handle your pieces with great care but it is important to understand that from time to time damages do occur. If your piece arrives damaged, the freight company has the right to have the piece repaired and brought back to the manufacturer's standards at their expense. They do this by sending the piece to a furniture medic or back to the manufacturer for repair. If the freight carrier determines the piece can not 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.

Returning or exchanging "Free Shipping" items
Several of our product lines feature free shipping. If for any reason you need to return an item that had free shipping, the refund you receive will be for the item price minus the standard shipping cost. Standard shipping costs are based on item prices as outlined on our shipping page. 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 exchanging a free shipping item for a standard shipping product, you will be charged our regular shipping cost. If you opt to exchange your free shipping purchase for another item that also has free shipping, a standard shipping charge will be added to cover our costs.