Shipping and Returns
Free freight shipping applies to US continental deliveries only. Your shipment will be delivered to the curb at the end of your driveway or sidewalk.
General Shipping Policy
- Items are shipped only two ways, small parcel carrier (UPS/FedEx) or by freight truck
- Free freight shipping available only within continental USA and Canada. All orders above $500 are shipped for free. Orders under $500 are charged a flat rate fee of $35.
- Free Freight shipping does not apply to Hawaii, Alaska and Puerto Rico. Please use International Checkout.
- Refused shipments will have shipping charges (both ways) deducted from the refund plus 30% restocking fees apply.
- Freight carriers deliver Monday through Friday between 9AM and 5PM
- Missed appointments will incur additional fees billed directly to the customer by the carrier.
Once your order is confirmed, our payment processor will authorize and charge your credit card automatically.
Foreign Transaction Fees
- Since we're based in Canada, American orders may be charged an additional $30 foreign transaction fee by the card holder's issuing bank. Every bank has different fees. Some may charge this fee while others may not. Please note that we are not responsible for additional bank fees incurred when shopping at Emfurn.
American Customs Fees and Taxes
- Customs fees and taxes do not apply on American orders.
Freight Delivery (Free Shipping)
- Items will arrive anywhere from 7 to 10 business days after tracking is sent.
- The freight carrier will call in advance to schedule a delivery appointment, generally within a 4-hour window
- Free freight delivery requires the customer to move the items into their residence/business
- Products that ship this method are usually large and may require assistance (driver is not obligated to assist)
- Hydraulic assistance (known as a liftgate) is sometimes provided to lower items to the ground
White Glove Delivery
Many large or fragile items may be delivered by a White Glove freight carrier to ensure the safest and most convenient delivery. If you would like to use our White Glove Delivery service, please get in touch with our Customer Care Team. They will be happy to arrange this Delivery Service for you.
Please email to: email@example.com and provide your order number and other details you deem necessary. White glove works similarly to truck freight, but a delivery team of at least two people brings your items into your home for you. Please note: Once your order arrives in your area, a representative from the White Glove carrier will call you to arrange a (usually) 4 hour window for delivery.Please note that only our mid-century line of furniture is available for white glove delivery. Other items on this site may not be available for white glove delivery so it would be best to ask our customer service team if something can be arranged on your behalf.
White Glove Delivery Options
Delivery to: Inside your residence to the room of choice. This includes carrying the product up two flights of stairs from the building threshold (4-15 steps = 1 flight). If you need the product moved up additional flights, please contact us.
Assembly Service: None
Packaging: The product will be left in the original packaging.
Please note: White glove services will be available at an extra charge. Please note: In all cases the shipper will not hook up any electrical or component wires. Having items carried up more than 25 steps and longer assembly periods are available as additional services which would require additional charges. Please contact us if you feel you need these services.
At EMFURN, we strive hard to ensure total customer satisfaction. Our suppliers store our products in various warehouses across North America and as such different items you purchase may be shipped from different locations. Your items may arrive on different days and with different shipping methods if you are purchasing more than one item.
If your item is in stock you can expect the delivery within 7 days. If the item is in production you can expect the delivery from 4-6 weeks, and if your item has not been produced depending on the size you can expect to receive the item within 6-16 weeks.
Tracking numbers depend on carrier speed and will be emailed to you as soon as it becomes available.
Customer Responsibility During Delivery
Customer must note, in detail, the condition and any damage (holes, crushed corners, dents, worn tops, bottoms or edges, scraping, dirt etc.) to the packaging on the sheet the delivery agent asks you to sign.
Customers are encouraged to open freight items and inspect them thoroughly before signing the delivery release. Delivery must be refused if unacceptable levels of damage are witnessed.
Pictures must be taken to document the damage – notice of refusal must be made within 24hrs. Items signed off in good condition on the delivery slip are not eligible for damage claims.
A customer's agent (family member or friend) may sign for the package if they are at the residence. A signature by a customer's agent at the same address is the same as the customer signing for the package.
Any aid in the form of lifting, assembling, debris removal, or installation are done under the sole volition of the customer.
Any damages incurred by aiding the delivery agent while the delivery, assembly, debris removal, installation, or inspection is being conducted are the responsibility of the customer
Multiple item orders may be delivered at different times, please make note if all items have to be delivered simultaneously.
Customer should not, in any way, attempt to complete a paid service on their own if delivery, assembly, debris removal, installation, or inspection take longer than the allotted time and is rescheduled
Although we estimate a lead time of 8 - 12 weeks on out of stock items, there are instances where lead times can lengthen due to unforeseeable circumstances in the supply chain beyond our control, such as delayed production, delayed departure of shipment, third party shipping delays, warehouse backups, etc.
Emfurn shall not under any circumstances be liable for special, incidental or consequential damages such as, but not limited to, damage to or loss of other property or equipment, loss of profits or revenue, cost of capital, cost of purchased or replacement goods, or related claims.
In the event that you're not completely satisfied with your product, please contact us within 14 days for an exchange or credit of the purchase price less the costs of shipping and handling, unless otherwise noted.
Furthermore, please be aware that a 30% restocking fee does apply on all returns. We will deduct any applicable restocking fees from the total refund amount should you wish to return these items.
All returned products must be in its original condition and packaging, otherwise your return request may be denied or additional charges may apply. Furthermore, we cannot take returns of products that have already been assembled or modified.
If a custom/special order is already in production and is cancelled for any reason, then a 30% restock/cancellation fee applies.
Cancelled custom orders before delivery are subject to a 30% restock fee.
Due to the fact that we work with various manufacturers, please note that we do not accept customer remorse returns. Some manufacturers may accept a return and charge a restock fee + return shipping, so please contact us before completing your order if you plan on returning your purchase.
Late or missing refunds (if applicable)
Exchanges (if applicable)
Damaged Item Policy
We take every step possible to ensure your orders arrive in the best condition possible. All shipments must be inspected by the customer upon delivery.
Sign-off should not happen if any signs of damage are noticed.
Damage claims or notice of product deficiency must be made within 48 hours of receipt of merchandise.
Damaged goods must be reported to firstname.lastname@example.org within 48 hours to be eligible for an exchange. It is very important to note that if we do not receive notice of any damage on your shipment within 48 hours then we will not be taking any responsibility for the damage, which means no replacement or store credit will be issued.
If freight or small parcel items that require signature are signed off in good condition or not inspected, but signed for and accepted, they are exempt from any damage claims.
Claims are not considered filed unless pictures showing the damage are emailed and received within 48hrs of receiving the product.
If a replacement is available but refused due to any reason then the return would fall under our standard return policy.
Damages during Truck Freight Shipping
If your package appears to be slightly damaged, please make sure you write "Package Damaged" when you sign for delivery. This is very important.
If your package appears to be significantly damaged, you may refuse delivery of the package. The damaged package will be returned to us and we will send you a new replacement package. If you refuse the damaged package, please make sure you notify us so that we can expect the return shipment.
If you accept the package and later realize that parts are missing or damaged, please contact us immediately so that we can arrange for replacement parts to be shipped to you free of charge. It is very important that you notify us immediately as we will also be submitting a freight claim (which generally needs to be done within 48 hours of delivery).
If a damage claim is not made within 48 hours, then there will be no return,exchange or refund. If we are unable to provide replacement parts, we will arrange to have your defective shipment picked-up and we will send you a new replacement unit as soon as possible. Please make sure that your returned product is in its original packaging.
How to Return an Item
- Please review our Return Policy, our Damaged Item Policy, and our Non-returnable Item Policy to make sure the item is eligible for return
- After you have ensured the item is eligible for return please contact us at: email@example.com:
- If the item is damaged/defective, at least 2 clear pictures supporting the damage/defect claim
- The order number in the subject line of the email
- Within 1 business day we will respond to set up the next steps
- Orders that have missing or damaged parts will be shipped free of charge
- Replacement parts are subject to different availability than the item ordered
- Standard shipping terms apply to all replacement part orders
- Expedited shipping of replacement parts are subject to additional fees
- In the event that a suitable replacement is not available, a refund (including shipping) will be issued
- Replacement parts are delivered via small parcel (UPS/FedEx) or by curbside freight only
- Replacement parts such as cushion or straps are non-returnable
Custom Made Items
- Cancelled custom made items before delivery are subject to a 30% restock fee
- Since custom made items are made to order, these products are non-returnable and non-refundable after delivery
If a defect is discovered and confirmed, we will replace the defective part at no cost to the buyer, as long as the buyer contacts us within 48 hours.
In the event that a suitable replacement is not available, a return will be authorized, and after return is completed, a refund will be issued in the form of the original payment method or a company check.
Returns Due to Color
Returns of products due to the different shades of color are subject to the standard return policy. Colors produced on a screen (monitors, laptops, tablets, cell phones, etc.) vary greatly from company to company and product to product. Ambient light, brightness, color settings, and the viewing angle of a display play a major role in color reproduction. Our vendors do their best to supply us proper colors but due these variables, we cannot guarantee the exact color of a product shown in the pictures.
Returns due to Material
Returns of products due to quality of the material are subject to the standard return policy. Quality (i.e. softness, texture, etc.) of a material is subjective.
Returns due to Dimensions
Returns of products due to the incorrect dimensions are subject to the standard refund policy if the actual dimensions lie within 5% of the dimensions listed.
Returns due to a Lack of Photos
Photos are a certain representation of what the product sold by the supplier. Our suppliers do their best to supply the correct photos of the products with as many viewing angles as possible but issues pertaining to missing angle views of the photos or products not matching the exact photos listed are subject to the standard return policy.
At EMFURN, we aim to provide you with the best possible shopping experience. If you decide that you do not want replacement parts or a new shipment, you can return the item to us in accordance with our standard Return Policy. If the product arrives damaged, defective, or an error was made on our part, and it cannot be resolved by either shipping you a replacement part or unit, we will arrange to have the item returned.
If you have any questions or concerns regarding your order, please do not hesitate to contact us at firstname.lastname@example.org. Our team of highly knowledgeable customer care representatives would be happy to assist you.