JHE's Log Furniture Place Policies
At JHE’s, honesty is always considered the absolute best policy!
JHE's is known for handcrafting the highest quality log cabin furniture and reclaimed wood furniture in North America. We stand behind the construction and craftsmanship of each piece of wood furniture we sell and pour our hearts and souls into finding you the finest in rustic, cabin and western decor.
In short, your trust means the world to us. That’s why – when our staff isn’t busy crafting rustic log furniture or packing up rustic decor items for your enjoyment – we’re busy drafting policies which promote fairness, transparency and honesty. Read on to learn more about the ones which impact you.
We like to take the guesswork out of making a purchase…
Our goal is to take the guesswork out of purchasing heirloom-quality log beds, rustic wood furniture and lodge decor accessories so that shopping is easier and more fun. Click on any of the following links to jump to that specific topic area:
- JHE’s Quality Guarantee
- Payment Type & Sales Tax
- Order Cancellation Process
- (30) Day No-Hassle Returns
- Delivery, Damages & Defects
Have questions about any of JHE’s Policies? Call 1-877-564-3876 (LOG-FURN).
JHE’s Quality Guarantee
At JHE’s we pride ourselves on being your go-to manufacturer and e-tailer of U.S.A. made lodge furniture, cabin furniture and rustic decorating accessories. We serve homeowners, cabin dwellers, cottage lovers and lodge owners all across North America and like having you among them!
Gently gliding, smooth-operating hardware is just as important to us as a hand-rubbed finishes…
We offer you everything from aspen furniture to western furniture and a wide range of rustic country decor items. But, what exactly does “rustic” mean? Quality rustic log or other furnishings and outdoor-inspired accessories should create a charming, cohesive look that’s rich in character and texture.
Cracks, beetle trails, knots and variations in wood color only enhance a rustic furniture look. Yet they should not compromise the strength of log home furniture bed frames, the integrity of cedar furniture dresser drawers or interfere with the way barnwood furniture or log vanity cabinet doors function.
Time Frames - we list an average estimated time frame on all of our products of when we expect them to ship. Some items can ship quicker than the time frames listed, some can take longer. As this is custom furniture we want to ensure that all items are made to our quality standards. Some examples of things that could affect time frames are:
- If a product doesn't pass our quality control it will be remade which could result in the product taking longer than estimated. We will not break your trust in knowing you are getting a solid product by sending you a rushed item.
- Holiday sales may also extend time frames due to the extra demand.
- While we would love to control the weather, we unfortunately cannot. So weather issues could delay orders as well.
- Liquid Glass will extend the time frames on most items by a week as the process is time consuming and very detailed to get the liquid glass perfect.
We do our best to meet or beat the time frames listed while ensuring you will receive a product that you will love for the rest of your life.
With so few returns, we have to keep it simple – or we’d forget how to process them!
If natural cracks or knots happen to affect the structural integrity of the wood used to make the rustic country furniture you’ve purchased from us and it’s still under warranty, we’ll be happy to replace it. In the off chance you’ve received a product that appears to be defective, contact our Customer Service team.
However infrequently, there are also times when an item may not match your home or cabin decor as closely as you’d hoped. That’s when it’s time to ask a Customer Service professional to guide you through our simple return process. What’s that? Simple returns? Yes, you heard us correctly!
Dimensions listed are approximate dimensions. Due to the natural and reclaimed materials used in the crafting of our rustic furniture the dimensions can vary slightly from piece to piece.
Have questions about our Quality Guarantee? Call 1-877-564-3876 (LOG-FURN).
Payment Type & Sales Tax
PAYMENT: Your order will charge in-full at the time of check out. This allows the system to encrypt the card data so it cannot be hacked/stolen and allows us to remain PCI compliant. If you are purchasing furniture which is made to order, you may call in your order and request that we bill 50% upfront and 50% prior to shipment, otherwise the system will run your card in full automatically. Bedding and decor items that are backordered will be run in full so that we can keep your order reserved and shipped as soon as it becomes available.
For your convenience, we accept the following forms of payment:
- Money Order
- Personal Check
- Certified Check
- Debit/Credit Card
- Master Card
- American Express
SALES TAX: We are required – by law – to charge Sales Tax at the current, local rate on all orders shipped to Oklahoma (OK).
Have questions about Payments or Sales Tax? Call 1-877-564-3876 (LOG-FURN).
Order Cancellation Process
If you need to cancel your order with JHE’s, please contact us as soon as possible…
We try to “expect” the unexpected. After all, unforeseen events occur. Things come up. If you need to cancel an order, we’ll do all we can to intervene on your behalf. The best way to help us help you under those circumstances is to contact us as soon as possible – and have your order # handy.
CUSTOM ORDERS: Once the status of your order is upgraded from “Pending” to “Processing”, we have begun procuring the materials needed to fill your Custom Order and are financially obligated to purchase them from our suppliers. Your specs will have been passed along to our manufacturing crew.
In other words, the building process has begun. While we’re not often able to process cancellations at this stage of the game, we’ll do our best. After all, there have been times when two customers with similarly great taste have had their eye on the same item. Give us a call and we’ll see what we can do! Sometimes we can cancel an order, other times there is a cancellation charge of 25%, other times we may not be able to cancel an order.
Have questions about Order Cancellations? Call 1-877-564-3876 (LOG-FURN).
(30) Day No-Hassle Returns
If you want to return an item for reasons other than a suspected manufacturing defect, you can do so within (30) days of purchase. We won’t give you a hassle, but we will ask that you give our Customer Service team a head’s up, your order # and a reason for the return – so we can speed up the process.
JHE's Log Furniture place does not refund shipping and handling fees. If the item you are returning qualified for our free shipping we will deduct the shipping and handling cost that JHE's Log Furniture Place paid originally for your item/s from your refund. Any bedding must still be sealed/unopened/unused. Health regulations do not allow us to accept opened bedding packages back. Even if they are unused.
By following through with an online purchase at JHE’s, you accept responsibility for the accuracy of your order. That includes item #, product details (ex: color, size or wood type), amount billed, etc. Always check your receipt and notify us of any discrepancies within (24) hours or (1) business day.
Read on to learn more about other topics related to our (30) Day No-Hassle Return Policy, including:
- Non-Returnable Items
- Restocking Fees
- Return Process
NON-RETURNABLE ITEMS – we CANNOT accept returns on any of the following items:
- Opened or Used Rustic Bedding/Softgoods
- Clearance Furniture or Decor Items
- Custom or Other Made-to-Order Furniture
- Log or Rustic Furniture in Less Than NEW Condition
- Items Not Assigned a Return Merchandise Authorization or RMA #
* RMA #s are assigned by JHE’s Customer Service team when you call to process returns
Do you know what a “Restocking Fee” is? When perfectly usable items are returned, time and money must be spent putting them back into stock. A restocking fee covers a portion of the costs associated with that task and helps reputable companies like JHE’s keep costs and prices low – for everyone.
Additionally, returned products can no longer be labeled or sold as if they were new. Their original packing materials might be missing. The boxes they originally came in might be damaged. We can’t, in good conscience, pass off opened or even gently used goods as if no one else had ever handled them.
Restocking fees vary. Some companies charge as much as 30% of the item’s original value. To make the process quick and painless, we charge a flat rate of 15% on furniture and decor, bedding/decor from HomeMax/Hi-End Accents, and bedding from Wooded River, Victor Mills and Silverado will have a flat rate of 30%. That amount gets deducted from any refund you may be entitled to – along with our initial s/h costs that we paid to ship it to you.
At JHE’s we like to streamline the return process. Below, we’ve outlined the recommended steps you should take when processing returns. We love handling the details for you, so try to be patient. Directly requesting a charge back from your bank or credit card company can delay your refund by (180) days.
Process Your Return in (5) Easy Steps...
- 1) Contact Us – The first step in the return process is to call or e-mail our Customer Service team. At that time you will be assigned a dedicated RMA, or Return Merchandise Authorization, #. Without one, your return can and may be denied.
- 2) Get Packing * – Carefully pack your return items back into the box in which they arrived along with their original packing materials. Suitable substitutes are new boxes, bubble wrap, etc. Sorry, but JHE’s cannot accept returned goods which become damaged as a result of poor packaging.
- 3) Use Your RMA # – Clearly mark your return package and return label with your pre-assigned RMA #. We reserve the right to deny any return that is not marked with (or does not include) a unique, pre-assigned RMA #.
- 4) Ship It Out – We’ll provide a return address along with your RMA #. Ship your return back to the return address provided via a carrier that provides a tracking # and delivery confirmation (with signature). Use shipping insurance to protect yourself in case items are damaged in transit. For faster processing, e-mail your tracking # to our Customer Service team.
- 5) Get Credit – Once we’ve received your return item(s) and have verified that the contents of your package are accurate and have arrived unharmed, we will begin processing your credit.
* If return items are damaged in transit, we will contact you. We’ll then set your package aside for (30) days to give you time to file and process a claim with your shipper or carrier.
Have questions about our (30) Day No-Hassle Returns? Call 1-877-564-3876 (LOG-FURN).
Delivery, Damages & Defects
Products can sometimes get lost or become damaged in transit. In other, rare instances they may suffer from unavoidable defects. While we hope your experience with JHE’s is never “marred” by unpleasant circumstances, we have policies in place which help guarantee your satisfaction at every turn.
Read on to learn more about our policies regarding Delivery and Damages as they relate to:
- UPS/FedEx Shipments
- Motor Freight/LTL Shipments
- …see our handy “Freight Shipment Checklist”, as well
You DO NOT need to refuse UPS or FedEx deliveries which are damaged in transit. Simply report the damage to our Customer Service team within (24) hours of receipt by e-mail or by calling (877) 564-3876 (LOG-FURN). We’ll file a claim, on your behalf, within (7) days and quickly resolve the issue.
It is extremely important that you notify us of any damage right away to ensure that related exchanges, replacements or refunds are not delayed or denied. You should also e-mail us pictures of the damaged goods so that we can use them to process your claim and take quality control measures.
Motor Freight/LTL Shipments:
Over the years, we’ve received excellent service from our Motor Freight and Light Truck Load (LTL) carriers. Because of that, we’re confident your delivery will arrive without incident. Still, we urge you to inspect all shipments for damage (big or small) BEFORE signing for or accepting any packages.
If a driver will not let you to inspect individual items, conduct a close visual inspection of the exterior of each shipping container. Note any discrepancies on the bill of lading or receipt. It’s important to take your time. Once your John Hancock is in place, you accept legal ownership over those packages.
If you discover shipping-related damage AFTER you’ve signed on the dotted line, our hands will be tied. Without proper notation, we CANNOT file a claim with the freight carrier on your behalf. You will have to file a claim yourself – within (24) hours of the shipment’s arrival – and that’s no fun!
Freight Shipment Checklist:
Use our handy “Freight Shipment Checklist” when receiving Motor Freight/LTL shipments:
√ Inspect ALL items and packages for damage
√ Note ANY discrepancies on the bill of lading or receipt
√ Once you have made necessary notations, sign for your items
√ Contact our Customer Service team IMMEDIATELY to report the damage
√ Send us related images by e-mail (to support your claim and aid quality control efforts)
NOTE: You are free to refuse all or part of a shipment if damage has occurred in transit.
As long as you made note of their condition when signing for them. JHE's will repair or replace damaged goods at no cost to you. Typically, we will quickly ship out replacement parts or products. If you prefer to return your items rather than have them replaced, refer to our standard Return Policy. Please note that normal product checking is not considered damage.
Rustic furniture is beloved for its imperfections. Burrs, knots, holes and checks are common and add charm to the wood furniture we handcraft, manufacture and sell. These characteristics are ingrained. Such merchandise is NOT recognized as “defective” or “damaged” and is not eligible for replacement.
Checking can range from slight slivers to cracks which run the full length of a log and/or run deep within it. Burrs, knots, holes and checking (as we have described it here) is completely normal and in no way affects the integrity of the wood we use or the durability of our fine rustic furniture. Returns will not be accepted for normal checking in rustic furniture.
Have questions about Delivery, Damages or Defects? Call 1-877-564-3876 (LOG-FURN).
We hate solicitor calls, junk mail, and spam e-mail. We like having conversations and doing business with real people – like you. In an effort to protect your privacy, we ensure that the information you provide us with is never sold, bartered, traded or shared with anyone. It’s safe here with us, at JHE’s.
Our goal is to help you understand the numerous steps we take to safeguard your security. We also want to help you protect yourself. The tips and information which follow were designed to increase your confidence in JHE’s practices and help you enjoy your online shopping experience even more.
How We Use Information You Give Us:
√ To process your orders and inquiries
√ To track the status/delivery of your order(s)
√ To respond to communication you initiate with us
√ To answer questions you have about past purchases
√ To provide you with the best customer service possible
We won’t share your name, billing address, e-mail address, phone number or shoe size with any other organization – for any reason. In fact, we go to great lengths to make your shopping experience with us as secure as possible. We treat you the way we want to be treated. After all, that’s just good manners!
OUR PRIVACY COMMITMENT:
We will never sell, barter, trade, share (or give away) any identifying information about you or your order history with anyone outside of JHE's Log Furniture Place. Yes, at times we need to share your information with our subsidiaries, freight carriers and payment brokers – to process your order(s).
If you choose to opt-in to our mailings, you can receive promotional announcements, contest alerts, product updates and other information we think you’ll find interesting. And not “spam” interesting, either, but legitimately interesting. Feel free to opt-out at any time by contacting Customer Service.
ONLINE SAFETY & SECURITY:
One of our highest priorities is to provide you with a safe, secure and enjoyable online experience. We dedicate a great deal of time and effort to ensuring that your personal information and right to privacy are both protected. One way we protect and preserve your privacy is by utilizing SSL technology.
Secure Sockets Layer technology is a web-security protocol which helps safely transfer information from your computer to our servers by encrypting it with a 128-digit key code. JHE’s SSL certificate can only be used by JHE’s. To check the validity of our certificate, simply click on our site’s SSL icon.
Our SSL certificate protects your safety while you shop at JHE’s. But, there’s more to internet safety than that. Using an SSL-capable (or security-enabled) browser is a great way to protect your safety even further. Examples include Firefox, Google Chrome, Netscape v2.0, Safari or Internet Explorer 3.
When using security-enabled browsers, pay attention to their built-in safety features. Most of today’s popular SSL-capable web browsers display symbols, send you alerts or display pop-up notifications anytime the follow activity occurs or is likely to occur:
- Your browser is toggling between secure and non-secure modes – If you’re just surfing the web, secure mode can be turned “off”, but when you’re entering personal information like credit card numbers the secure mode should be turned “on”
- Your browser detected invalid site identification or SSL certificate credentials – Do not proceed with an order if you do not have a secure connection; verify that the “check out” area of the website URL begins with https:// (s = “secure”) and look for a padlock or other symbol which indicates that your transmission and connection are both secure
Additionally, unlike the information you share with JHE’s online, e-mails are NOT automatically encrypted and are NOT considered a secure means of transferring delicate information such as credit card numbers. Refrain from sending this type of information, by e-mail, to anyone at any time.
Do you still have questions about safety and security? Are you hesitant to place an order online? If you prefer to place your order by phone, call us! A JHE’s team member will be happy to assist you between 8am and 7pm (EST) M-F or on any non-holiday weekend at (877) 564-3876 (LOG-FURN).
Cookies are delicious when they’re hot and fresh right out of the oven – especially if they’re crispy on the outside and gooey on the inside! But, that’s not the kind of cookie we’re talking about here. When you visit our website an internet cookie, web cookie or browser cookie is created by your web browser.
That cookie is then used to store your shopping cart contents and other information you’ve shared with us during your browsing session. It cannot be read by other websites and is specific to your experience with us. Internet cookies also have an expiration date and are deleted automatically once they expire.