ShippingStandard Shipping:
Smaller decor, accessories, bedding and strollers will ship via UPS, FedEx, and in some cases USPS (see Freight Shipping below for shipping oversized items). The exact shipping charge will be reflected as you place and before you confirm your order through our shopping cart check out. Most orders will ship direct form the manufacturer or artist to your residence or business. Depending on the shipper they usually will select either UPS or FedEx; therefore we are unable to ship to P.O boxes. If you are placing your order by phone you will be quoted the appropriate shipping charge. Please feel free to contact us if you would like to receive a freight quote for larger items or have further shipping questions. Orders Outside Contiguous United States: International orders and shipments to Hawaii and Alaska, AFO/FPO addresses, Puerto Rico, and Canada will incur higher charges than stated above. Please call us for exact prices for these shipments and for specific information regarding international orders. Often times an item will only be available for delivery within the 48 contiguous states, which will be outlined in the product description. Please note, that any applicable duties or taxes imposed by the international destination country will be billed to you directly, and are the responsibility of the customer. THE VELVET FROG does not collect money on your behalf for duties and taxes. Standard Shipping Charges: Standard shipping charges are based on the total price of an order and outlined in the chart below. Shipping surcharges for oversized and furniture items are in addition to the costs shown below: | Total of Invoice | Shipping Costs | | | | | Up to $34.99 | $8.95 | | $35 - $49.99 | $10.95 | | $50 - $74.99 | $12.95 | | $75 to $100 | $14.95 | | $100 & up | Free Shipping *** | | | |
*** Please note that free shipping promotions apply only to "standard shipping charges", based on the chart above. *** Free shipping promotions do not include any shipping surcharges on oversized items and on any home delivery surcharges. Freight charges are not included in any free shipping offers. For more information, please contact a Customer Service Representative Monday thru Friday, 9am to 5pm EST at (703) 753-0474 or customer_svc@thevelvetfrog.com. Delivery Time:
Since most of our merchandise is individually constructed and painted at the time your order is placed and considered made-to-order, shipping times given in the product descriptions are estimates by our manufacturers. THE VELVET FROG will make every effort to expedite your order. You will be notified by email or phone when your order has shipped. THE VELVET FROG cannot be held responsible for delays beyond the estimated delivery times given. No refunds, discounts or cancellations will be allowed in the event of any merchandise delays.
Freight Shipping for Oversized Furniture:
If the furniture or merchandise you ordered exceeds the weight and size standards for shipping with UPS or FedEx, shipping will be arranged with Freight Carrier/Trucking Company. Please review the following information to ensure a smooth delivery.
FREIGHT SERVICE (STANDARD vs PREMIUM DELIVERY):
It is standard practice for freight companies to provide curbside delivery only. You may want to arrange for help on the day your shipment has been scheduled. Delivery does not include merchandise brought into your home, up stairs, unpacked or assembled. If you are in need of inside delivery and set up you, may arrange for White Glove Service (PREMIUM DELIVERY SERVICE). This service usually includes merchandise brought into your home and placed in the spot you like, unpacked and assembled. There is an additional charge for White Glove Service, most freight companies offer this service and each company's pricing varies. Please let us know in advance if White Glove Service is best for you so we may quote and arrange it in advance. Often, our oversized furniture pieces will have the additional costs for Premium DELIVERY noted on the product page of the catalog.
FREIGHT SERVICE (PREMIUM DELIVERY): Because of our commitment to exceptional customer service, THE VELVET FROG also offers Premier Delivery for many oversized items in our collection. Upon delivery, the Premier Delivery carrier will unpack, place these furnishings in the room of your choice and discard the packing materials for you. (Assembly service is not provided.) If Premier Delivery is available for an item, it will be presented as an option on an item's product description page. This convenient service is typically an extra $80 per item, above the regular delivery cost and surcharge.
FREIGHT DELIVERY TIME:
THE VELVET FROG will notify you when your order is ready to ship. Once your furniture is picked up from the manufacturer, shipping generally runs 7-10 business days en route. We will instruct the carrier to call you ahead of time to set up a delivery time for residential deliveries. Often they may wait until they are in your general region before contacting you for an appointment. If you have not heard from the freight company within 10 days after they have picked up your pieces from the manufacturer, please notify us. We will contact the company for your tracking number and provide you with their number for a delivery appointment. If the freight company has made several attempts to contact you and you are unable to respond or receive the shipment, you may be responsible for freight storage fees.
FREIGHT RECEIPT & DAMAGES:
You must be present to receive inspect and sign for your delivery. You may want to arrange for help the day your delivery is scheduled. Upon receipt of your furniture it is very important that you inspect the outside of the package and boxes very carefully. Please make note of any minor or major damage on the bill of lading before signing and WHILE THE DRIVER IS PRESENT. If damage is present on the outside of the box or package, ask the driver to wait while you inspect your furniture. Again note any damage of the bill of lading BEFORE SIGNING. Please notify the freight carrier and THE VELVET FROG of the damage immediately. Damage resulting from shipping is the responsibility of the freight carrier and the receiver must file a claim. It is imperative that proper instructions be followed to result in a favorable claim. Save all packing material and boxes for several weeks in case of a return or if they need to be examined at a later time.
*NOTE: THE VELVET FROG cannot refund shipping or freight charges due to carrier damages.
FREIGHT PAYMENT:
In most cases your freight and delivery charges will be prepaid before it ships. Your credit card will not be charged until your items are nearing the end of production and ready to ship. On the occasion, when an item is shipped freight collect, the carrier will collect shipping and handling charges from you at the time of delivery. We will not apply these costs to your order. The carrier will call you to schedule a delivery time and provide you with the actual shipping costs.
Returns:Returning Merchandise: THE VELVET FROG is dedicated to customer satisfaction. If you are not completely satisfied with your non-custom purchase you may return it within 7 business days of receipt of the item, in its original condition and packaging. Custom Items: Custom-designed furnishings, bedding, accessories, select gifts and clothing, and other made-to-order items require PAYMENT IN FULL AT THE TIME OF ORDER, and cannot be returned or exchanged. Items that are custom are notated as such in the product descriptions. They specifically state "This item is custom made for you and cannot be returned". THE VELVET FROG makes fabric and finish samples available to help you select the appropriate colors and designs for your décor. Because custom items cannot be returned, THE VELVET FROG suggests that you contact a Design Consultant to request a sample prior to purchasing custom items. You can email the Design Department at Design_svc@thevelvetfrog.com or call us at (703) 753-0474, Monday through Friday between 9am and 5pm EST. Non-Custom Items: Simply call us within 7 days of receipt of the item and we will give you a return authorization number (RAN), which is valid for 7 business days, and instruct you on where to send your return. Upon receipt and inspection of your returned merchandise you will be issued your choice of a refund, exchange or store credit. If we receive your return without a Return Authorization Number, after the allotted 7 business day window has passed, or if we find that the merchandise has been used, your merchandise will be sent back to you at your expense. We encourage you to send all returns via insured mail for protection against loss or damage. Uninsured merchandise returned to us that is damaged during return shipping, will be returned to you and your account will be charged for shipping costs incurred by THE VELVET FROG. - Unfortunately, we cannot refund shipping costs, and the return shipping costs are the responsibility of the customer.
- If you choose to return an item that was shipped to you free of charge, you will receive a refund for the item minus the appropriate shipping costs as outlined above in the Shipping information section.
- Handpainted, personalized, custom designed furnishings and all other "made-to-order" items require payment in full upon order and cannot be returned. Items that are "made to order" and "non returnable" are identified as such in the product description which will state "this item is custom made especially for you upon order." If you wish to cancel a custom order, you may do so within three (3) days of your original order date. After that point your order will be placed in process and shipped to you upon completion.
- All sale items are considered a final sale. No refunds or returns will be allowed.
Please make your selection very carefully as most of our furniture and bedding is created for you at the time your order is placed. Hand painted, made-to-order furniture, personalized and custom designed furniture and furnishing are non-refundable except due to a manufacturer error or flaw. We are unable to refund shipping and freight charges unless due to our error or manufacturer error. If you have any questions regarding our policies, feel free to contact us at customer_svc@thevelvetfrog.com or (703) 753-0474 Monday thru Friday, 9am to 5pm EST.
Defective & Damaged Items:
If you have received a product that is defective or damaged in shipping please contact us immediately via phone or email. For items damaged in shipping please retain the original packing materials in case of an inspection for claim purposes.
Cancellations:
If you should need to cancel an order please contact us immediately to insure your order has not gone in production. Cancellations must be made within three (3) days, seventy two (72) hours of your order date. Refused deliveries of non-custom orders will result in your account being charged for the shipping fees incurred as well as a 25% restocking fee. 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.
Product Warranty:
THE VELVET FROG upholds the warranties offered by our manufacturers. Please contact us for warranty information on which product you are interested inquiring about. In the case of a replacement we will assist you or direct you to the manufacturer of the product.
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