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Deposit / Payments: Our policy requires all orders to be paid in full or financed at time of purchase.
Storage of sold orders: We are happy to hold all non-clearance merchandise until your home is ready. Once all merchandise is received by FWDG, we will hold for 90 days free of charge. At 90 days, furniture held will incur a charge of $100 every 30 days until delivery or customer pickup is made. Storage charges will be placed the 1st of each month following the 90th day.
Cancellations and Returns:
Ordered Items: We wait 24 hours from time of purchase to place the order with the manufacturer. Once we have placed the order, it becomes non-cancelable. Small, inexpensive items may require an additional charge to help defray shipping costs. Ordered items once delivered may be returned within 3 days of delivery for instore credit less a restocking/service charge of 25% of the total order. Delivery fees on any cancellations/returns will not be refunded or credited. If we are required to pickup the items to be returned, there will be an additional pickup charge.
Instock items: Within 3 days of the date of the sale, regular priced items may be returned or canceled for any reason for refund in full, less any incurred delivery charges.
Items for which there is no return or cancelation: Purchased clearance, closeout, “As Is” merchandise, protection plans, table pads, rugs with approximate measurement of 8’ x 10’, cut rug pads, adjustable bed bases, pillows of any type, yardage, arm or head covers, mattress pads, sheets may not be exchanged, transferred, refunded or credited.
Return of Comfort Guaranteed Mattresses: Certain mattresses come with a comfort guarantee. To be able to utilize the comfort guarantee you must: 1-allow an FWDG to use the Support Report device to find the accurate mattress firmness for you; 2-purchase and use a mattress pad when you purchase your mattress; 3-keep the mattress in good condition; 4-sleep on the mattress for a minimum of 30 days; 5-notify FWDG of your desire to exchange your mattress for a different model within the term of the guarantee. There is a $200 fee that we must charge for any return under the Comfort Guarantee. If you have exchanged a mattress utilizing the Comfort Guarantee, you are not eligible for an additional Comfort Guarantee. Any free items, including free bases, with Mattress Purchase must be paid for if the mattress is returned for any reason.
Refunds: If the original payment was made with cash or check, please allow up to 72 hours after return of product for us to process the return and have a check ready for you to pick up or have mailed. If the original purchase was financed, we will refund the finance company the appropriate amount. Charge card purchases will be refunded to the original charge card only. You will be responsible for any unpaid balances on your finance or charge card account.
Special Order Time Estimates: Most special orders arrive to FWDG within 6 to 8 weeks from the time they are ordered, but this is only an estimate, not a guarantee. Certain items that we must order by the truckload or container will take much longer and we are unable to estimate their shipping time. All quoted shipping times are only our estimates based on experience.
Delivery Policies: At the time of delivery, we ask that you inspect the merchandise and sign a delivery receipt. If our delivery team believes that attempting to put the furniture in your home may cause damages, they will require that you sign a form accepting liability for any damage to your home or the furniture. In addition, you may receive a questionnaire asking you to rate your experiences with our store and also note where you heard about FWDG.
Customer Pickup Hours: Orders may be picked up from our warehouse Tuesday through Saturday 10 am to 5 pm and Sunday 1:30 pm to 4:15 pm. If possible, please give 24 hour notice of the time you will picking up. Please note that items needing assembling take time. Also, if the loading isn’t deemed safe, our warehouse staff may recommend delivery. If their recommendation is refused, you will be required to sign a waiver absolving FWDG of liability for the furniture and any accidents that may occur while transporting the furniture.
Warranty and Service Issues: In the event there is a warranty issue with a non-clearance, etc. item, the manufacturer will determine the course of action. FWDG will assist in the process and will follow the protocol determined by the manufacturer. Furniture, like most big-ticket items, is not returnable to the manufacturer for credit.
Protection 1st (PRO1) Plans: These plans have helped many of our customers when accidents have occurred. Prior to calling to place a claim, we suggest you reach out to FWDG to assist you in navigating the process.
Returned Checks/Past Due Accounts: There will be a $30 service charge for all returned checks. A $5.00 statement fee and past due charge equivalent to 36% APR will be assessed. Should those procedures not remedy the past due situation, we will be forced to take legal action through the court system.
Price Quotes: These reflect pricing at the time of the quote’s creation and are subject to change due to product availability, manufacturer price changes or promotional pricing expiration.
AT FWDG, all sales except Factory2U sales are governed by this policy form. Purchases of Clearance/Closeout items are sold without warranty, AS IS, no returns. No services will be performed on these items.
Factory 2U items are sold strictly “as is” and without warranty.
Warranty Information: Our discounted pricing on Factory 2U merchandise does not allow us to pick up or exchange these items.
We cannot be held responsible for any damages, shortages or mis-pulled items. If there are damages or shortages, please file claim with the delivering carrier.
If damages are noted at time of delivery, your chances are better getting help from the delivering carrier.
If there are shortages, we will be happy to assist with requesting items from the manufacturer, but we cannot guarantee availability of parts and that they will be at no charge.
Sales Tax Info: the rate of sales tax charged is the effective rate of South Carolina sales tax at our physical location.
Delivery Timetable: Factory 2U items are shipped directly to you from the factory’s distribution center. While we cannot control when the items will ship, our experience is that items normally ship within 1 to 2 weeks.
Delivery Costs: We have been able to include in-carton delivery to your doorstep or closest reasonable locale for all of our Factory 2U orders.
If the carrier is unable to deliver to your address, you are still responsible for the costs of the merchandise and possibly a re-delivery charge.
Assembly: Most of the items in Factory 2U require some assembly. You are responsible for the assembly.
Cartons and packing materials: You are responsible for properly disposing of all packing materials and cartons.