Damage Policy

All of our products have been carefully packaged to avoid damage in transit and all items are fully insured with the Freight Carrier against damage in transit. We only contract professional and reliable trucking companies to deliver your order. Unfortunately, even the very best freight companies can accidentally damage your ordered items. For this reason, it is imperative that you thoroughly inspect the shipment at the time of arrival for any signs of mishandling such as dents, holes, rips or tears to the packaging. The packaging is designed to protect the items inside during transit. If there are noticeable signs of damage on the outside of the packaging, request the option of inspecting the product by opening boxes prior to signing the delivery receipt. If any items are noticeably damaged, DO NOT PANIC. Our customer service specialists have many years of experience with these situations and as long as you follow these simple instructions, any issues will be resolved in a timely manner.

Any and all noticeable damage must be noted by writing "DAMAGED" on the delivery receipt prior to signing it, and reported to us within 48 hrs of delivery. We cannot be held responsible for damage not noted on the delivery receipt at the time of delivery. Any damage not noted on the delivery receipt will be assumed to have occurred after delivery, and therefore will be the responsibility of the purchaser. Only refuse delivery of piece(s) showing obvious signs of severe damage. DO NOT REFUSE any un-damaged items. Please call us immediately at 1-800-269-2216 if any of your items arrive damaged. We also ask that digital photographs of any damaged items be emailed to: service@shopfactorydirect.com within 5 business days of delivery. We will make arrangements to have your damaged item(s) restored or replaced as soon as we receive your email. Any undamaged items refused may be subject to the terms, conditions and applicable fees of our return policy. If the damages are not promptly and fully noted and reported to us, we will not be able to file a claim with the freight company.

Freight carriers and delivery agents are only liable to cover the cost of professional restoration to first quality condition of any item(s) damaged in transit and noted on the delivery receipt at the time of delivery. If restoration costs are estimated to exceed replacement costs, the damaged item(s) will be replaced. Replacement parts will be shipped for smaller items. ShopFactoryDirect assumes responsibility of any restoration or replacement costs and filing damage claims with the carrier for all damages noted on the bill of lading at the time of delivery. Items damaged in transit are not eligible for a refund. Refusal of restored or replacement items are subject to the terms, conditions and applicable fees of our return policy. A refund will only be issued in the rare event that the item(s) cannot be repaired or replaced.


Missing Parts

Parts such as assembly instructions and hardware are sometimes concealed in the packaging. Please thoroughly examine all packaging materials such as styrofoam blocks and under case pieces for any missing items. The manufacturers usually keep replacement parts on hand for most items. Replacements are shipped in a timely manner whenever possible. In the unlikely event that replacement parts are not in stock and must be ordered from the vendor, we cannot be held responsible for unexpected delays due to parts being shipped from overseas. Please report missing parts or any other issues with your order within 48 hours of receipt of delivery by calling our toll free number 1-800-269-2216 (Please leave a detailed message if prompted to do so) or email us at service@shopfactorydirect.com.

Manufacturing Defects

We only sell products from very reputable manufacturers, which adhere to the strictest standards of quality control. Although highly unlikely, in the event an item is determined to be defective, it shall be professionally restored to first quality condition or replaced at no cost to the purchaser. Please be aware that some traditional, transitional and shabby chic style furniture pieces are intentionally manufactured with a "Distressed" finish. This deliberate process adds features including, but not limited to scarring, sand through edges and patina finishes which are designed to give the furniture character by providing an aged or "vintage" look. Furniture featuring an intentionally distressed finish may not be considered defective. All defective merchandise claims must be placed within 48 hours of delivery of the merchandise. We will need digital photographs of any suspected defects in order to file a claim with the manufacturer. Defects or imperfections are not reasons for returning merchandise. In the event the manufacturer determines (at their sole discretion) that a defective merchandise claim can be resolved by sending replacement parts, replacement merchandise will be shipped at no cost to the purchaser. In the rare event it is determined the defect cannot be professionally restored and a replacement part is no longer available, a partial refund will be provided to keep the defective merchandise as-is.


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