Shipping policy

Effective date: August 29, 2025
By placing an order, you acknowledge and agree to the terms below in addition to our Shipping Policy and Return & Store Credit Policy.

1) Product Information & Variations

• Natural materials: Wood, stone, leather, and fabrics may feature knots, grain, veining, texture, shade, and dye-lot variations. These are natural characteristics, not defects.

• Color accuracy: Product colors may vary due to screen settings and lighting.

• Handcrafted tolerances: Dimensions are approximate and may vary by ±1–2 inches.

2) Measurements, Fit & Access

You are responsible for confirming that items will fit into your space and through all access points (doorways, hallways, stairwells, elevators, entryways).

• Use each product’s dimensions and our measurement tips (width × depth × height).

• If an item does not fit, delivery will be marked Refused—Does Not Fit and handled per Refused/Undeliverable terms (fees may apply).

3) Order Processing, Special Orders & Backorders

• Processing: Orders process Mon–Fri (holidays excluded). Estimated lead times are provided on product pages and order confirmations; they are estimates, not guarantees.

• Special/Custom Orders: Items made-to-order, personalized, or configured specifically for you are final sale, non-cancellable, and non-returnable once production begins. Deposits (if any) are non-refundable.

• Backorders/Pre-orders: Ship within the estimated window; timelines may change due to factory or carrier conditions.

4) Delivery Services

We offer one or more service levels (availability varies at checkout):

• Standard/Threshold: Delivery to the first covered area at your address. Packaging remains intact.

• Room-of-Choice: Carriers bring items to a room of your choice (no assembly).

• White Glove: Room-of-choice, basic assembly, and packaging removal (when available).

Important:

• An adult (18+) must be present to inspect and sign.

• Buildings with elevator/stair restrictions, limited parking, or access constraints may require additional fees or rescheduling.

• Re-delivery or no-show fees may apply if the appointment window is missed or access is not available.

5) Inspection at Delivery & Damage Claims

Please inspect cartons and merchandise at delivery. Note visible damage on the carrier’s paperwork before signing.

• Visible damage/incorrect item: Refuse the damaged/incorrect piece(s) and email Janet@owensfamilyfurnishings.com with photos within 48 hours.

• Concealed damage: Email clear photos of the product, packaging, and shipping label within 48 hours of delivery.

Claims submitted after these windows may be denied. Keep original packaging until your claim is resolved.

6) Assembly, Hardware & Missing Parts

• Review all instructions prior to assembly.

• Report missing/defective hardware within 5 days of delivery with photos and your order number.

• Damage caused during customer assembly, improper tools, or failure to follow instructions is not covered.

7) Returns, Exchanges & Store Credit

• Return window: You may request a return within 7 calendar days of delivery.

• Outcome: We do not issue refunds. Approved returns receive store credit (digital gift card).

• Condition: Items must be unused, unassembled, with all original packaging and tags.

• Service-level items: Items assembled or installed by you or by a third party cannot be returned. White-glove assemblies are final sale once completed.

• Fees: Original shipping and service fees are non-refundable. Return shipping and restocking fees may apply for non-defective returns.

• Final Sale (no return/credit): Special/custom orders, mattresses/bedding, opened upholstery protectors/cleaners, clearance items, gift cards.

To start a return, email Janet@owensfamilyfurnishings.com for authorization and instructions. Unauthorized returns are not accepted.

8) Cancellations & Order Changes

Orders may be edited or canceled only before they enter fulfillment. Once in fulfillment or shipped, changes are not possible; please follow the return process if eligible.

• Special/custom orders cannot be canceled after production begins.

9) Refused, Undeliverable & Storage

• Refused delivery (non-damage): Subject to two-way shipping plus restocking.

• Undeliverable/Access issues: Re-delivery or return fees may apply.

• Customer pickup/holds (if offered): Bring photo ID and order number. Orders not picked up within 7 days may incur storage fees or be returned to inventory with applicable fees deducted.

10) Warranty & Care

• Warranty: Manufacturer warranties (if any) apply; we pass through their terms and remedies. Normal wear, pilling, wrinkle/crease from packaging, flattening of cushions over time, UV fading, moisture damage, pet damage, stains, and commercial use are not covered.

• Care: Use coasters, avoid direct sunlight/heat, vacuum upholstery with a soft brush, blot (do not rub) spills, follow the care label.

11) Safety & Compliance

• Tip-over prevention: Always use included anti-tip hardware and secure case goods to the wall. Never allow children to climb or hang on furniture.

• Weight limits: Do not exceed manufacturer-stated limits.

• Prop 65 (CA customers): Some products can expose you to chemicals known to the State of California to cause cancer or reproductive harm. For more information, visit www.P65Warnings.ca.gov.

12) Pricing, Promotions & Errors

• Prices and promotions are subject to change without notice.

• We reserve the right to correct errors, inaccuracies, or omissions and to cancel orders affected by such errors, with notice and a prompt store-credit remedy if applicable.

• Unless explicitly stated, price adjustments after purchase are not offered.

13) Payment, Verification & Fraud Prevention

Orders may be subject to address or identity verification. We may cancel orders that cannot be verified or that are flagged by payment processors. We are not responsible for bank fees arising from holds/authorizations.

14) Limitation of Liability

To the fullest extent permitted by law, our total liability for any claim related to your purchase shall not exceed the amount you paid for the product(s) at issue. We are not liable for incidental, indirect, or consequential damages.

15) How to Reach Us

Questions or assistance with delivery, measurements, or care?
Email: Janet@owensfamilyfurnishings.com
Please include your order number, photos (if relevant), and a brief description.