Customer Service Policy
All Orders will remain in pending status until Buyer verifies address and agrees to this Customer Service Policy. If product was purchased through figstores.com or any affiliate website you have already clicked and agreed to this policy and verified address when checkout was completed.
The Buyer maintains the right to cancel the order of all stock items within 48 hours of agreeing to this policy. In the case of special/custom orders, the Buyer has the right to cancel the order within 24 hours of agreeing to this policy. Please note that all time periods given in our shipping estimates are estimates only; they are not binding. Furthermore, if there is an unforeseen delay in the production or shipping of a product it does not negate the period of time in which the buyer has the right to cancel the order as described above.
THREE STEPS TO A SMOOTH DELIVERY
1- Please be present at the time of delivery with as many people as possible to help inspect and move your furniture
2- Please inspect the product BEFORE signing for it.
If the driver is impatient and rushes you so that you cannot fully inspect product, please notate the shipping/delivery receipt with, “Packaging damaged, Subject to further inspection”
If you are able to fully inspect at time of delivery and damage is present, you MUST notate it on the shipping/delivery receipt. Please try to be specific, and then give us a call at 1-800-380-9344.
3- Enjoy your new Furniture!
The customer will be contacted directly by the carrier to arrange a delivery appointment time frame typically between a 4 hour window. In the event the customer is unable to accept delivery at the agreed delivery appointment, redelivery and storage fees may apply. The customer assumes responsibility of all storage and redelivery fees and understands that these are payable prior to delivery. In the event the customer does not want to pay the storage and/or redelivery fees then we will have the order shipped back to our warehouse and the order will become a return and will follow our standard Return Policy as stated below. Upon delivery, please thoroughly inspect any and all item(s) for damage before signing the shipping/delivery Receipt. If the customer designates another party to sign for the order, it is assumed that the customer accepts the order “as-is” unless damage is notated by the designated party. If any damage is present please call us immediately at 1-800-380-9344; if no answer, then leave a voicemail message describing the damage. After informing us directly, please notate the damage on the shipping/delivery receipt. If the Driver is in a hurry and does not provide ample time for inspection, please write "Subject to further inspection" on the shipping/delivery receipt. If the optional "White Glove" delivery is purchased, than the guidelines concerning packaging and inspection time do not apply, because the purchase will be unpacked for customer and ample inspection time will be provided. In the case of properly notated damaged furniture; the Seller holds the right to choose between either repairing and/or replacing the furniture at the Seller's discretion. In addition, the Buyer must send pictures of the damage via email to firstname.lastname@example.org. If there are zero notations on the shipping/delivery receipt, the customer is legally acknowledging that they accept the furniture as is; the standard return policy will then apply to the buyer and product.
You can now buy with FIG Confidence! “ What is FIG Confidence you may ask? Let’s explain below:
At FIG Stores, providing you confidence in your purchase and excellent customer service is very important to us! So we are proud to upgrade our everyday Free Expedited Curbside Delivery to include the FIG Confidence Guarantee. This is an exclusive, 100% guarantee, that insures your order against any shipping damage or manufacturer defects that are reported to us by email within 14 days after delivery! This currently applies to the Free Curbside Delivery Shipping Method only. We want to make sure that your order is perfect when it arrives at your home. This purchase protection gives our customers the peace of mind needed when purchasing from FIGStores.com. FIG Stores offers products from the best manufacturers in the industry and we are excited to add this to every Free Expedited Curbside Delivery order. Thank you for the opportunity to earn your business and share in the excitement of purchasing from FIG Stores!
We offer one of the greatest and most buyer friendly return policies in the industry. We offer a 30 day return policy on all stock item(s). Special/Custom orders* cannot be returned except in the event of an incorrect order placed by the Seller. In the event of a return, the Seller will refund the Buyer the full amount of purchase price minus the initial cost of shipping the furniture, the cost of return shipping at our pricing, and a 15% restocking fee. This refund will occur when the Seller receives the item(s) in the original condition and will be applied through the same method of original payment. In the event that the product received does not match the purchase receipt, the seller will be responsible for all costs associated with the return/replacement. The product must be in new condition to be accepted as a return. Original packaging is required for all returns. It is also required that the customer be present at time of pickup and item(s) are to be placed in same manner and location as at the time of delivery.
*All Mattresses are brand new and shipped directly from the manufacturer's warehouse. When the box that the mattress arrives in has been tampered with and/or opened by the customer the mattress becomes non-returnable. This is due to the liability upon reselling the mattress. Laws regarding the resale of upholstered furniture such as mattresses and pillows are more strict than for other types of furniture, because fabric, filling and down can absorb body fluids and harbor mold, mites and diseases. One common method of transmission for spinal meningitis is through shared mattresses. Since the useful life of a mattress is about 10 years, it can be safer and more cost-effective to buy new. This is why we cannot accept nor resell a returned mattress.
Our goal is to provide the absolute Best Customer Service in the industry. We are not in the business of taking advantage of anyone. This policy solely exists to protect all parties involved and to ensure a smooth delivery. Thank you again for the opportunity to earn your business. We look forward to you receiving and enjoying your new Furniture!