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Shipping & Returns

Shipping & Returns

PRODUCT AVAILABILITY

Upstairs Downstairs Furniture and our partners make every effort to keep all items available to ship as soon as an order is received. If we are unable to fulfill your order in our normal shipping time because of current stock unavailability, we will update you on the current lead time. The longest lead time is 14-16 weeks. Please feel free to contact us regarding stock availability prior to ordering.

SHIPPING AND DELIVERY TIME

Upstairs Downstairs Furniture ships via selected services depending on the nature of the item, the destination and the appropriate handling required for the item. We ship within the 48 contiguous states of the USA. Shipping to Alaska, Hawaii and other locations can be arranged at extra cost. Please contact us directly for freight quotes.

Shipping and handling costs are included in the displayed item prices but do not include any special services that may be involved such as hoisting or ferrying. Please contact us to make us aware of any special delivery needs. Please remember that it is the customer's responsibility to be aware of any potential problem at the delivery destination.

The free shipping service includes a curbside drop off at your residence or business.You can upgrade to an inside delivery and placement for an extra per item charge.

Once we receive an order and the items and quantities are confirmed as in stock, we require 3-5 business days to retrieve the items from stock before packing takes place and pick up is scheduled.

All items are inspected prior to packing and pick up.

Please allow 2-3 weeks after collection for delivery. We will contact you regarding any delays in our usual lead time. 

In most cases we will provide you with the tracking number for your shipment and you will be contacted by the freight company before drop off.  A signature will be required upon delivery.

DAMAGES

Please inspect your items and/or packages upon receipt. If there is any evidence of damage on the exterior of a box you do not have sign for it or accept the delivery. Once you have signed off on the delivery, damage claims can become difficult.

On unpacking/unwrapping, if the item is damaged, but there is no sign of exterior damage to the box, please retain all packaging materials for claims presentation. If possible, take photos of all evidence of damages. 

Occasionally your freight company will have a damaged item professionally repaired at their expense. This must be carried out to your satisfaction.

If an item is deemed unrepairable you may elect to be reimbursed for the full amount or receive a replacement at no extra charge.

RETURN POLICY

Upstairs Downstairs Furniture is focused on providing the best quality products to customers. If the merchandise you receive is not as presented on this website, please contact us to request an authorization to return the products. Authorization must be requested within 10 days of receipt of delivery.

No items returned without authorization will be accepted.

Shipping and handling fees for non damaged goods are non-refundable.  Customers are responsible for return shipping charges.

Please note that all products must be returned in their original and unused condition. If an item is returned to us in condition which prevents its resale it will be returned to you with applicable shipping charges.

A re-stocking fee of 20% will be incurred for all returns on merchandise that are not defective.

Please allow up to 30 days for a refund to be appear on your credit card statement. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). Restocking fees and return shipping charges will be subtracted from refunds.

No items returned COD will be accepted.

Custom orders are non-returnable.

 

 

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