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- How does your shipping, including Free Shipping work?
- How do your products ship and can they deliver to me if I live in a remote area?
- How will I know when my order is coming and will they bring it inside?
- How long does it take to receive an order?
- What do I do when my furniture arrives from the shipping company and what do I do if by chance my furniture arrives damaged?
- What happens if I have a less than pleasant delivery experience?
- How does your shipping, including Free Shipping work?
We try to make shipping as easy as possible for you by offering free shipping. While you are browsing through our products you will see at the bottom of the product description that the product either has free shipping included, it will ship for a certain amount when ordered by itself, or it will have free shipping when a certain condition is met. The condition is on some mid size items. These items will have a larger note at the bottom of the product page informing you that they too will have the shipping included as long as your order meets the free shipping criteria. As an example: Let's say that you decide to buy a 'Cottage' Blanket/Toy Chest. This item will have a note at the bottom stating that it has free shipping when shipped with any other 'Cottage' item that ships free via Freight Truck (semi). So simply just add one of the other 'Cottage' pieces that ships free via Freight Truck (like a dresser, armoire, bed, chest of drawers, sofa, etc) and you will get free shipping on the entire order.
So no matter where I live I will have free shipping if I meet the condition in the product description? Why do some really small items not have shipping included?
Well we have found that most of the time people will order the smaller items with larger items. We did not want to raise the price of the item to cover the shipping cost on the product if the larger items on the order were already going to cover the cost of shipping. For example let’s use the ‘Cottage’ Toilet Paper Holder. This item will easily ship via UPS. But in order to cover the packaging and shipping of the item we would have had to raise the price by ~$20. Instead of doing this we offer Free Shipping when it is shipped with another ‘Cottage’ piece that ships free. If you do not want any other items, just the one item, we will add the cost of shipping listed in the product description to the item.
What does free shipping entail? - Our free shipping includes standard curb side delivery. This means that the driver will pull up as close as he safely can to your home. Based on the terms of the shipping agreement, the driver is not required and most likely will not carry the product inside. Some driver's will help you take the furniture off of the truck, others will not. Therefore, it will be most helpful if more than one person is present when your furniture arrives to ensure you will have help unloading and/or carrying the products inside. If you are unable to have more than 1 person to help you with the furniture you can upgrade the shipping to include liftgate delivery. Put a comment in the comment field during the checkout process and we will contact you with the different delivery options and costs. A liftgate allows the furniture to be lowered to the ground without manually having to remove the furniture from the back of the truck. If you would like the freight company to set the furniture inside your garage or front door we can also give you the pricing options for their basic inside delivery.
- If you ask the freight company or driver directly for special freight upgrades (i.e. liftgate, inside delivery, etc.) instead of notifying us, we will charge you for the additional freight charges.
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- How do your products ship and can they deliver to me if I live in a remote area?
We ship products via FedEx/UPS/DHL etc. when the ordered products are within their size and weight limits. If the ordered products are outside of FedEx's, DHL's and UPS's size/weight limits then we will ship your order via truck freight (semi).
If you live in an area that is inaccessible by a freight truck we ask that you please note this on your order. This includes residences in areas with switchback roads, residences with a driveway that is only wide enough for a car, areas that a freight truck can get in to but then have no way to turn around, residences in neighborhoods that do not allow freight trucks, etc. Basically if you think there is potential for a problem getting to the address please just let us know. It is better to be safe than sorry. We will try to find a way to get the delivery to you. In certain cases the freight company may state that they can only deliver using a smaller truck with a lift gate. If this is the case there is a small up-charge fee for the truck. In other cases the freight company may not be able to make it to you at all. If this is the case please have a truck, U-Haul or other vehicle that you can load the furniture in. In many cases the driver will still come your way and will meet you at an agreed upon location that is convenient for both of you. If you did not note on the order that you live in an area that is inaccessible by a freight truck and the freight company states that they cannot deliver without upgrading to their smaller delivery trucks we will notify you and let you know the options for delivery which are usually one of the two scenarios listed above. You will be responsible for any extra charges incurred.
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- How will I know when my order is coming and will they bring it inside?
You should receive an email when your order leaves our warehouse informing you that your order has shipped. We will usually include the tracking numbers (we include them if the freight company supplies us with them) so that you may track your order. If your order is shipped via freight truck (semi) the Freight Company will be instructed to call you a day in advance to set up a delivery time frame that is convenient for you. When shipped via truck freight (semi) the furniture is delivered "curb side". This means that the driver will pull up as close as he safely can to your home. Based on the terms of the shipping agreement, the driver is not required and most likely will not carry the product inside. Some driver's will help you take the furniture off of the truck, others will not. Therefore, it will be most helpful if more than one person is present when your furniture arrives to ensure you will have help unloading and/or carrying the products inside. If you are unable to have more than 1 person to help you with the furniture you can upgrade the shipping to include liftgate delivery. Put a comment in the comment field during the checkout process and we will contact you with the different delivery options and costs. A liftgate allows the furniture to be lowered to the ground without manually having to remove the furniture from the back of the truck.
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- How long does it take to receive an order?
To make understanding the delivery time a little less complicated, you can see how each product will be shipped and the estimated time for your order to ship at the bottom of every product description. Please keep in mind that these times are usually worst case scenario estimates. We will usually ship quicker than the time stated, although at busy times of the year we may take a little bit longer to ship. For example; at Christmas time we get extremely busy and some items can take longer to ship out. If you have requested a custom made item it will be made to order (imagine that). Therefore, custom made items can take 4 - 6 weeks to be built and delivered. Holidays, freak storms, natural disasters, and unforeseen events may also cause delays. In the rare situation of an item being on back order we will either call or email you (as soon as we are informed by our warehouse) informing you of the delay.
If you need your furniture for a certain time please order early and make a note in the comments on when you would like your furniture. If you give us 3 consecutive business days (Wed-Fri or Thu, Fri, Mon) we can usually have the delivery company deliver on one of those days. We completely understand how important delivery time can be to your schedule, not to mention just simply wanting to “stay in the loop”, so feel free to email us with your order number and check on your order as often as you like.
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- What do I do when my furniture arrives from the shipping company and what do I do if by chance my furniture arrives damaged?
When your shipment arrives please inspect it right away while the truck and driver are still there to make sure that nobody has played kickball with your beautiful furniture.If by chance the truck driver will not wait for you to look over you order, just make a note on the freight bill saying, "Driver would not wait for inspection". The furniture MUST be signed for as damaged in order for us to file a claim with the freight company and get you replacement parts/pieces. Let me say this one more time - When the furniture is delivered by a freight company the furniture must be inspected and signed for as damaged if there is any damage or even if you think there may be damage. In most cases it will be just one piece that is damaged and we can send you a replacement part or piece. If the entire order is damaged refuse the shipment. If your order has multiple pieces on it you may keep the pieces that are not damaged. The freight company will return the damaged furniture to us at no cost to you. Give us a call at 1 (877) LOG FURN (564-3876) and inform us of the damage. We will get replacements out to you ASAP. We want you happy and satisfied with your order from us. Please be sure to keep all of your paperwork as we may need copies for the freight claim. In the extremely rare case that the product arrives defective, you may call us at 1 (877) LOG FURN (564-3876) and we will take care of the defective part right away. Please note: The cracks that you see in the logs on our furniture are not defects. They are a natural part of the log drying process. Of course you already knew this as we are sure you read the FAQ on checking/cracking.
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- What happens if I have a less than pleasant delivery experience?
Please know that we hold customer service in the highest regard. Unfortunately, we have little direct control over the delivery experience itself. However, we guarantee to make every effort possible to ensure you will have a pleasant delivery experience by only using the most reputable delivery companies. With that being said, in the rare situation that a less than pleasant delivery experience does occur we ask that you contact the freight company for any compensation that isn’t based directly toward the delivered items themselves. We do however welcome any courtesy calls from you about your delivery experience to help us with our decision on which freight companies to use in the future.
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