Thank you for shopping with Chapin Furniture. We strive to ensure your complete satisfaction with your purchase.
•30-Day Online Return Policy: For online orders, we accept returns within 30 days of the delivery date. To be eligible for a return, items must be unused, in the same condition as received, and in the original packaging. For the return policies for purchases made at our retail showroom, please refer to the terms on your sales order at time of purchase.
•Non-Returnable Items: Certain items are non-returnable, including custom-made or personalized products, bed pillows, mattresses, bedding, throws as well as clearance or final sale items. Certain products specified by our manufacturer do not accept returns. Please contact info@chapinfurniture.com for specific questions.
•Return Process: To initiate a return, please contact our customer service team with your order number and reason for return at info@chapinfurniture.com. We will provide you with instructions on how to return the item(s) and process your refund or exchange.
•Return Shipping: Customers are responsible for return shipping costs, including costs of items originally shipped for free, unless the return is due to a defective or incorrect item received. We recommend using a trackable shipping method to ensure the safe return of your items.
•Restocking Fee: A minimum fee of 25% off the purchase price will be assessed (re-stocking fee) on seller approved returns, exchanges or cancellations. Customer will be issued a refund on the balance of the items purchased, less all shipping charges (for the delivery and return) and restocking fee.
•Refund Processing: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed promptly, and a credit will automatically be applied to your original method of payment.
•Shipping Fees are Non Refundable: We offer free shipping on some items. If you decide to return an item, that you received free shipping on, you would be refunded the amount of the item minus the shipping costs that were incurred to return the item.
•Regardless of whether you choose to accept or refuse a shipment containing visible carton damage, shortages, and/or overages, please remember to photograph any damage and retain all packaging in its entirety in case it's needed for a return. We also ask that you write notes on shipping paperwork describing damage Our Customer Service team will collaborate with you to arrange a discount, schedule a repair, or facilitate a replacement. Your satisfaction is our priority, and we're here to assist you every step of the way.
•Inspection: When your order is delivered by truck or LTL carrier, it is imperative that you carefully examine the packaging and product prior to accepting delivery and signing any paperwork. If any item arrives with visible damage or defects, you must note it with the delivery agent and insure that you get a copy of the noted issues for your reference. Promptly notify Chapin Furniture customer service, either immediately or within 24 hours, and provide proof of damage (photos and signed, noted for damage delivery documentation). For deliveries made by a White Glove carrier, thorough inspection of the item before signing for delivery is essential. Any damages, defects, or missing items must be clearly noted on the delivery company paperwork. Please take photos of the damages and report to Chapin Furniture immediately or within 24 hours. If an item appears to be repairable, you may choose to keep the item but still take photos, note on the paperwork as described above, and report to Chapin Furniture within 24 hours. If you need help making a decision at the time of delivery, please contact us via our online chat at Chapinfurniture.com.
•Take prompt action: Any damages or defects must be reported within 24 hours. Failure to do so or any delay in following these procedures will result in Chapin Furniture’s inability to initiate chargebacks with either the freight company or the manufacturer. Consequently, requests for repairs, replacements, removals, or refunds will be denied.
•If concealed damage is discovered upon unpacking and inspecting your product, please follow these steps:
- Immediately provide detailed photos of the damaged product within 24 hours.
- Immediately provide detailed photos of the packaging and packing materials within 24 hours.
- Submit copies of all freight company paperwork associated with your order.
- Retain all product packaging until the claim is resolved.
•If you have a concern with your purchase that is less than 30 days old, please reach out to our customer service team, service@chapinfurniture.com, or 803-948-9524.
Cancellations
•Cancellation Window: Orders can be cancelled within 24 hours of purchase without incurring any cancellation fees. After this window, cancellations may be subject to a restocking fee.
•Cancellation Process: To cancel an order, please contact our customer service team as soon as possible with your order number. We will make every effort to accommodate your request, but once an order has been processed for shipping, it cannot be cancelled.
•Refunds for Cancellations: If your order is eligible for cancellation and a refund, the refund amount (less any restocking / return shipping fees) will be credited back to your original method of payment within a reasonable timeframe
•Custom Orders: These items cannot be canceled, even though they may not have yet shipped, as they are immediately submitted for production and built to your specifications. Thank you for your understanding.
Contact Us:
If you have any questions about our return or cancellation policy, please contact us at: info@chapinfurniture.com
Out of Stock/Back Orders
•Should an item be out of stock or backordered, rest assured we will promptly inform you and provide an estimated delivery timeline. While we strive to ensure availability, please note that we cannot guarantee the availability or delivery schedules of products sourced from third-party vendors.
• In the event of a product discontinuation post-order, we will assist you in finding a suitable alternative or arrange a refund to your original payment method. Your satisfaction is our utmost priority.
Lost or Stolen Packages
We kindly ask that you do the following before contacting info@chapinfurniture about your missing package:
•Please confirm the delivery destination listed in the tracking information. If this address differs from your Shipping Address, please consult your shipping confirmation email to determine if your shipment might have been sent to a fulfillment center responsible for scheduling a delivery appointment.
•Keep an eye out for any attempted delivery notifications.
•Thoroughly inspect the surrounding property in case the package was placed in a concealed location.
•Reach out to any individuals who may have accepted the package on your behalf, such as neighbors, roommates, property managers, or front office staff. Please note that investigations cannot be initiated for packages that have been signed for.