JHE's Log Furniture Place Policies

Your Satisfaction With Our Cabin Furniture and Rustic Decor is Our Number One Goal.

At JHE's Log Furniture Place, we work hard to ensure that you will be 100% satisfied with your purchase.  Our goal is to provide the best customer service, the best log furniture and a memoable and enjoyable shopping experience that encourages you to not only shop with us again but tell your friends and family about us so they will want to shop with us to also enjoy the JHE experience.

At JHE's Log Furniture Place we hand craft and offer only the highest quality of log furniture and rustic furniture.  We guarantee the construction and craftsmanship of every piece of rustic furniture we sell.  We believe that buying log furniture and cabin decor should be a pleasant experience.  Thus we manufacture and carry only cabin furniture that we ourselves would own.  While this may not make us the largest online log furniture store it does make us one of the highest rated online log furniture stores for satisfaction.

Let this ensure you that the rustic furniture you receive from JHE's Log Furniture Place will only appear rustic.  The cracks, beetle trails, knots and variations in colors in the wood you may find in our furniture add to this rustic look. Yet your assembled log bed frames will be solid, the drawers on your rustic dressers and log chests will glide open and shut smoothly, and doors will swing smoothly open and shut on log armoires and log vanities.  We work hard to ensure our masterpieces of log furniture will become your family heirlooms.  We want not only you to enjoy your furniture without any problems but your children and their children also.

Rest assured that if any cracks or knots affect the structural integrity of your piece of rustic furniture while under warranty we will replace it.  We welcome you to join the tens of thousands of happy and satisfied customers of JHE's Log Furniture Place.

In the off chance that you receive a product that you just don't like (for reasons other than manufacturer defects) or if the item just doesn't match your cabin decor, our team of experienced customer service personnel is just an email or phone call away.  We will guide you through our simple return policy.  Simple returns?  That is unheard of!  Well you see, we have to make our return policy simple because we process so few returns we have to relearn the return process each time!

Privacy Policy

We hate getting solicitor calls, junk mail, and spam as much as you do. We like having conversations with you and doing business with you. We want to protect you and your privacy, so we make sure the information you provide to us is never bought, sold, traded, or given to anyone else.

We only use your information to provide answers to your questions, to deliver your fine log furniture, and to reply to contacts you initiate.

We do not share your email address, phone number or credit card information to any other organization for any reason. In fact, we go to great pains to secure your information. We treat you the way we would want to be treated.

It's just good manners.

Our Commitment to your Privacy

We do not share, sell, or give away your email, phone number, mailing address or any other information you provide us, with any companies outside of JHE's Log Furniture Place, its subsidiaries, shipping companies, or necessary payment processors.  If you choose to join our mailing list you may receive promotion announcements, current news, latest contests, notifications of new products or services or other information that we think you will find interesting… not spam interesting - but really interesting.  We may send this information using either the email or the mailing address your provided on your registration or billing screens.  Naturally we will not send you this information if you do not join the mailing list or inform us that you no longer wish to receive such materials.

Your Safety and Security on our Site

One of our highest priorities here at JHE's Log Furniture Place (along with our friendly customer service, quality log furniture, etc) is to provide you with a secure online experience.  We have devoted a great deal of effort toward ensuring the protection of your personal information.  We are happy to say that your personal information entered on our website is PRIVATE. To help protect and preserve your privacy during online transactions with us, we use SSL (Secure Sockets Layer) technology.

In simple terms, SSL sends your information from your computer to our servers, encrypted with a 128-digit key. We have our own SSL certificate that can only be used by our site. You can check the validity of our certificate at any time by clicking on the Complete SSL certificate icon below or by clicking on that same graphic on any page of this site

Help Protect Yourself

Use a security-enabled browser (like Firefox, Chrome, Netscape v2.0 or higher, Safari or Internet Explorer 3 or greater).  The information you send us online regarding your account or your purchase will then be encrypted, making it extremely difficult for anyone who isn't supposed to see your information to see it. 

When using a security-enabled browser pay attention to the secure browser features. Most popular browsers will display a symbol, send an alert or pop up a notification (a screen pop-up) if any of the following occurs or is about to occur:

1. Browser is about to change between secure and nonsecure transmission modes.  Typically if you are just browsing through a site it does not need to be secure.  What needs to be secure is the area where you are entering personal information, most typically during checkout.
2. An invalid site identification or invalid SSL certificate during checkout.

Don't submit an order if the browser has not switched over to a secured connection.  This is easy to check as most browsers will give two key ways of checking that the data is being sent over a verified SSL connection:

    * The URL of the website in the address bar when secure will begin with https://  when browsing the site you will normally see http://  this is fine.  But during checkout - when you are entering personal information you want to make sure you see https://
    * A lot of browsers will show a padlock or security symbol to indicate that you are in an area of the website that will send secure transmissions over the secure connection.
    * With these security measures in place, you may feel confident that every credit card transaction you make on our site is safe and secure.

You are shopping safe when using an SSL capable browser on JHEs Log Furniture Place.

Email is not automatically encrypted and is not considered a secure means of transferring delicate information like credit card numbers. Please help keep yourself safe and don't send this type of information by email.

If you feel more secure placing your order by phone, call us! You may reach our sales department from 8 a.m. to 7 p.m. EST any non holiday weekday by calling 1-877-LOG FURN (564-3876).

About Cookies

Cookies are delicious, hot and fresh from the oven, crispy on the outside, gooey and chocolatey on the inside.  Mmmm… But that is not the cookie we need to talk about.  We mean the calorie free cookies - internet cookie.  When you visit our website, a cookie, also known as a web cookie or browser cookie, is stored by your web browser.  This cookie is then used to store your shopping cart contents or any other information you have given on the website.  The cookie cannot be read by any other website.  Cookies have an expiration date and will be deleted automatically one they expire. 

It is our hope that once you understand the numerous steps we take for your safety and security and the information and steps listed above that you can use to protect yourself, that you will be as confident about the security of your personal information and transactions shared on our website as we are.

30 Day No Hassle Return Policy

If you wish to return items (for reasons other than manufacturer defects) that have been delivered please contact us within 30 days of receipt.

If you decide to return a log furniture or rustic decor item that was part of our free shipping promotion, our initial shipping and handling costs will be deducted from your refund.

When you place an order online you are responsible for the accuracy of the product selection and information entered.  We will try to catch anamolies - that is part of our customer service - but we can not catch everything.  Look over your receipt to check for accuracy and please notify us of any discrepancies within 24 hours or 1 business day if you notice the discrepancy over the weekend.

Once an order has shipped it cannot be rerouted or redirected.

Restocking Fees

Let us start this section off with a question.  Why do many honest companies, including us, charge restocking fees? The reason is simple: to keep our costs (and thus your prices) down when dealing with the return of items that are not defective. There are a lot of costs associated with processing an order. If you buy something and then return it, we then have to deal with more costs to handle the return.

Now we are stuck with a product that cannot be sold as new any more. Do you want to buy a rustic product that is supposed to be new and instead receive a box that has been opened and a product used by another customer? I certainly would not and I don't expect you to either.

We do not expect our customers to pay higher prices to cover the mistake you made in ordering an item. At the same time we are not going to profit from your mistake.  We all make mistakes, it happens and we understand that.  Our costs to process a return are typcially 15% - 30% of the price of the product.  To make our returns as easy and painless as possible we charge just a flat 15% restocking fee.  This fee will be deducted from your refund.

If you decide to return a log furniture or rustic decor item that was part of our free shipping promotion, our initial shipping and handling costs will also be deducted from your refund.

Non Returnable Items & Custom Made Log Furniture

We cannot accept returns of

    1. custom log furniture
    2. rustic furniture not in new condition
    3. cabin furniture made specifically for you at the time of your order (furniture with a shipping estimate of more than 1 week).  
    4. open or used rustic bedding.
    5. clearance furniture and decor
    6. log furniture that has been abused or is not in like new condition
    7. any item that does not have an RMA number

Note: If your product has arrived damaged or defective, please refer to the "Damaged & Defective Products Policy" below.

Return Process

1. Call or email to get your RMA number.  We will not accept returns that do not have an RMA number.

2. Ship the log furniture or rustic decor back to the address we will provide you.

Here are some helpful points to ensure a successful return:

    * Re-pack the items for return in the original box with the original packaging material.  If the original packaging is no longer available or not suitable for a return you may use alternate packaging.  Bubble wrap is your friend in packaging up log furniture.  We will not accept damaged returns.
    * Write the RMA number clearly on the return label.  Improper labeling or lack of RMA number may result in the denial of a return.
    * Ship the product to the address provided using a carrier that will provide a tracking number and a signature that the item was confirmed as delivered.  If you are uncertain of your packaging skills you may want to purchase shipping insurance in case the product arrives back to us damaged.
    * Email us your tracking number so that we can track the progress of your return.  This will speed up the return process and credit back to you.

If the return becomes damaged on its way back to the return destination we will inform you via email or phone that the item was damaged in transit.  We will hold onto the damaged product for 30 days as you file the claim with the shipping carrier.  It is your responsibility to file the claim.  Bubble wrap is your friend.

3. Once we have received your returned item and we have verified that all of the original contents are free from damage we will issue the credit back to you.

During the return process please do not request a charge back from your credit card company.  It can take quite a bit of time to resolve charge back disputes.  It will be quicker and easier to be patient and wait for the return process to complete.  If a charge back has been processsed we will not be able to credit you for your return until the charge back process has completed.  This process can take up to 180 days.

Damaged & Defective Products Policy

A product may get damaged in transit or, in rare instances, there may be a product defect.  We understand this.  JHE's Log Furniture Place is known for our customer service and, while we hope you won't have to experience our customer support first hand, you can rest assured that we will be there for you during the process.  We will do everything we can to bring the situation to a satifying and quick conclusion.  At no extra expense to you!  We care.  To offer this great level of service we do need a little bit of help from you:

    UPS/Fedex Deliveries

For UPS or FedEx deliveries that are damaged on their way to you please contact our customer service team within 24 hours.  You can reach us through email or phone at (877) 564-3876).  There is no need to refuse the package in most cases.  When damages by UPS and Fedex deliveries are reported to us within 7 days, we can file a claim on behalf of you, our customer, and work quickly to resolve it.  It is important to notify us right away so that exchanges, replacements, or refunds are not delayed or denied.

Pictures of the damaged piece should be emailed to us.

    Motor Freight/LTL Deliveries

Before signing the delivery driver's paperwork, inspect the shipment for any shipping damage that may have occurred. If the freight company will not allow you to inspect the items please conduct a thorough visual inspection of the outside of the shipping container and note any issues - no matter how small - on the driver's delivery receipt. Any damage must be noted on the delivery driver's paperwork in order for an insurance claim to be filed with the carrier.  Once you sign the paperwork by the truckline freight company you become the legal owner of the product and we can not file a damage claim; you will be responsible for filing a claim.  Let's repeat that again to make it clear.  IF SHIPPING DAMAGE IS DISCOVERED AFTER YOU HAVE SIGNED FOR THE ITEM IN GOOD ORDER THEN YOU ARE RESPONSIBLE FOR FILING AN INSURANCE CLAIM WITH THE FREIGHT CARRIER WITHIN 24 HOURS OF THE SHIPMENT'S ARRIVAL.
 
Naturally if you find unacceptable shipping damage you are free to refuse all or part of the shipment. Typically if the damage is just on a piece we can send out a replacement part/piece.  We have had excellent service from our freight companies in the past and we trust that your delivery will be handled as expertly as possible.  We will send replacements as soon as possible.

Our standard free shipping is curbside delivery as stated on our website.  If you did not upgrade your shipping please be sure to have people on hand to help move your furniture out of the truck to where you want it.

Quick Checklist for Freight Deliveries    

    1. Inspect all items immediately.  It is important to note any damage on the bill of lading or receipt when you sign for your rustic furniture, even if the packaging looks only slightly damaged.
    2. Contact us immediately if there is damage
    3. Email us pictures of the damage.  Pictures are used for claims and for quality control.  

JHE's Log Furniture Place will repair or replace the damaged furniture at no charge to you when the damaged furniture is signed for as damaged.  If you wish to return the furniture instead of receiving a replacement our standard return policy noted above will apply.

Please note:  This is rustic furniture and imperfections in the wood such as checking and knots are expected.  Checking can range from very slight slivers to cracks running the full length of the log to the heart (middle of the log) of the wood. In either case this checking is completely normal and in no way affects the integrity of the wood or the strength of the log furniture.  Checking/cracking does not constitute and will not be recognized as damaged.  

Cancellation Policy

If you need to cancel your order please contact us with your order number as soon as possible. As soon as your order status moves from 'Pending' to 'In Production' the procurement process begins. At this time your order has been sent in to our factory or to our manufacturer partners and your furniture is being crafted specifically for you. We are then responsible and financially obligated to purchase the products that you have ordered. Thus we are generally not able to accept cancellations once your order reaches the 'In Production' state. Due to the volume of business that we do however there are some cases where we are able to, at our discretion, cancel or change an order as another customer may have ordered the same piece. We understand that unforeseen events can come up unexpectedly, so we will definitely help you as much as we are able to.

Payments Accepted & Sales Tax

We accept the following types of payments:

•          Credit Card (Visa, MasterCard, Discover, American Express)

•          Money Order

•          Certified Check

•          Personal Check

We chage the full amount of the order when the order is placed when the item is in stock.  For orders of furniture or decor that are built to order or orders that are backordered we will charge half up front and the balance prior to shipping.

Please feel free to contact us with any other questions/comments you may have on this matter.

Sales Tax 

We charge sales tax on orders shipping to TN.