Shipping Policy

All of our items are offered with FREE SHIPPING to delivery addresses within the 48 contiguous United States. Shipping to Alaska, Hawaii and Puerto Rico is additional. Please note: some addresses in very remote, rural areas (mountains, very narrow or unpaved roads?) or urban areas with limited access (excessive tolls/high traffic/one-way streets?) may incur additional charges. If you think you may live in one of these areas, please contact us for rates prior to making your purchase.

We have multiple distribution centers strategically located throughout the United States that we ship from in order to get your items to you as quickly as possible. Orders usually take 1-3 business days to process and in-stock items usually ship within 5 to 7 business days. Arrival time is generally between 1-3 weeks after placing your order. This process may vary depending on the manufacturer and/or method of transportation used. Inventory is subject to frequent changes. In the unlikely event that an item is on back-order, you will be notified immediately via phone or email and given an estimated time of arrival. If an out of stock item will be back-ordered for 4 weeks or longer, you will be given the option of exchange for a similar item or a full refund. Although we do our best to get your order to you as quickly as possible, ShopFactoryDirect makes no guarantees of delivery dates. Unexpected delays are sometimes unavoidable, so please be patient. Once shipped, orders may not be cancelled and are subject to the terms and conditions of our return policy .

Our primary goal is to have your purchase arrive as quickly as possible and in excellent condition. Whenever possible, we ship items via USPS, UPS or FedEx. If the item(s) you order are too large and/or heavy to ship with any of these methods, we will arrange shipping via LTL (less than truckload) freight carrier. Unless otherwise stated, free shipping is curbside delivery. All residential deliveries include lift-gate service which means the item(s) are removed from the truck and lowered to ground level. The items are then wheeled as close to the home as possible or into the garage (subject to accessibility at driver's discretion). Delivery drivers are not permitted to enter your home, apartment or office so please be prepared to move large, heavy items by having help available.

Inside delivery to a home or office may be available for an additional fee. If inside delivery is needed, please contact us by phone or e-mail prior to shipping your order so we may provide you with a price quote. Fees are charged based on size of the order, geographic location and level of service provided. Please contact us prior to shipping your order for price and availability. Threshold delivery provides that the product is carried over a threshold to the first available room in your home.
White glove delivery service includes two or more delivery people bringing your merchandise into your home, unpacking and assembling it in the room of your choice. White glove also includes removal of discarded packaging materials if requested. Please note, once furniture items are removed from the original factory packaging and assembled, they are no longer eligible for return under the terms and conditions of our return policy Any additional charges resulting from conditions including, but not limited to; stairs second floor or higher, long and/or unpaved driveways, narrow doorways, hallways or stairwells, ect. of which are not disclosed prior to delivery will be billed to the purchaser. Please advise us in advance of all delivery conditions so we can ensure you are billed properly. If you are not sure if your specific situation could cause additional delivery charges, please feel free to call or email us with questions prior to the shipment of your order. Please note that Threshold and White Glove Deliveries may sometimes take longer than our standard transit times. Please be aware that is the responsibility of the purchaser to check dimensions of items prior to ordering merchandise. ShopFactoryDirect Inc. will not be responsible for products not fitting through doorways, hallways, stairwells or in room of choice. Any items refused at time of delivery will be subject to the terms and any applicable fees of our return policy .

Once your shipment arrives at the delivering terminal, the freight carrier will call to schedule a delivery appointment. If you are not home to receive a scheduled delivery and the freight company has to return with your order, a second delivery fee may apply. Please make sure you provide us with the correct address for your shipment. If the address provided is incorrect and must be changed after your item is shipped, a re-consignment fee may be incurred. A signature is required at the time of delivery. Under no circumstances can the driver leave items outside of the house or apartment unattended. We always expect delivery drivers to be courteous and to deliver items within the scheduled time frame in good condition. Please understand that the truck drivers are representatives of the freight companies contracted to deliver your order to you and not of ShopFactoryDirect.

When your shipment arrives, verify the number of boxes delivered is the same as the number of boxes listed on the bill of lading prior to signing for the delivery. If the packing slip indicates a different box count than what is delivered, make sure you notate how many boxes you actually received and how many are missing on the delivery receipt before signing it and notify us immediately of any discrepancies. All cartons shipped via freight carrier must be thoroughly inspected for any signs of mishandling such as dents, holes, rips, tears etc. Any damage must be noted on the bill of lading (delivery receipt) before it is signed. 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. Minor damages will be restored to first quality by a professional furniture restoration technician. 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 . Freight carriers and delivery agents are not liable for factory defects. Any items determined to be defective will also be restored to first quality or replaced at no cost to the purchaser. ShopFactoryDirect assumes responsibility for restoration and/or replacements of any defective items as well as filing claims with the manufacturer. We will need digital photographs of any damage/defects in order to file a claim with the carrier/manufacturer. Please contact us as soon as possible if there is any problem with your shipment.


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