FAQ

THINGS TO CONSIDER

Unlike products from big department stores that are made from compressed or fake woods, our furniture is made with real wood. Real wood tends to change over time. Products will have visible marks from tools used, patches from small repairs, knot holes, natural inclusions, and/or worm holes.
There will be various separations or cracks on your piece. These naturally occur as the wood dries or shrinks with different temperatures and humidity. Over time, some continued shrinkage may accentuate existing separations or generate new ones. This does not compromise the structural performance or integrity of the wood and is considered inherent to the natural beauty of the rustic design. These variations are not considered flaws and are not acceptable reasons for returns. We do our best to make sure each piece is built to top quality standards, however, the changing of the wood is out of our control. We do not offer refunds or exchanges if any of these natural occurrences take place. 

WHAT IS THE LEAD TIME ON ORDERS?
Lead time varies based on availability, but usually have a 3-4 week lead time. 

What Should I Know Before Ordering an Oversized Item? 

Oversized Items cannot be delivered to international locations, Alaska, Hawaii, or APO/FPO/DPO.

Oversized items take 1-4 weeks after placing the order to be delivered. Delivery to a rural location, if possible, may take an additional 2 weeks.

For shipments where a signature is required, someone over 18 must be present to inspect and sign for the delivery.

It is important that you provide accurate contact information at checkout, as the carrier will contact you to make arrangements for your delivery.

Additional Fees: You will be responsible to pay any additional fees including but not limited to missed deliveries, delivery upgrades, additional services, etc. 

WHAT CLEANING PRODUCTS TO USE ON TABLES?
Our tables are sealed with a Polyurethane coating that is durable and can stand up to most common household cleaners. Vinegar and warm water are suggested, by professionals, to disinfect/protect the finish. On rustic wood products do the following:

 

  • Wipe using a soft, dry, lint free cloth or a soft brush to remove debris from crevices

  • Blot to remove spills immediately

  • Do not use abrasive or harsh chemicals to clean as this may damage the finish

  • Apply wood conditioner as needed

 

WHAT IS DISTRESSED?
Distressed furniture is made to look old. The paint will be removed on edges, sanded, or chipped off and covered with stain to give the resemblance of old furniture. If you do not want it distressed, we will not do this process, but that does not mean that it will not have the natural inclusions, knots and other imperfections that real wood has. Pictures are for reference and will not be exact since we make our products by hand there will be variation.

DISCLAIMER/ WARRANTY POLICY
All claims against Design Courtyard furniture, including defects, shortages, and/or errors must be made in writing with accompanying photographs within 5 days after receipt of merchandise. Failure to make such a claim shall constitute full acceptance of the merchandise and waiver of all defects, shortages, and/or errors ascertainable under inspection. 
Deposits collected for custom orders are non-refundable.
Warranty provides coverage under normal usage to the original purchaser only and not to rental, business, commercial, institutional, or other non-residential uses. Customer is responsible for transportation of all warranty items to and from designated place of repair. A service call is a minimum of $50. Customer is responsible for all labor charges. In no event shall our company be liable for direct, indirect, punitive, or incidental damages to property or life, whatsoever arising out of or connected with the use or misuse of our products.

What Happens if you Miss Your Delivery Appointment?


If you are not available for your delivery appointment, you may be subject to additional fees such as storage charges and/or re-delivery. Carrier’s re-delivery fees usually range can be $150 or more. 

Also, keep in mind that if the freight carrier is not able to contact you for delivery, they may return your item to one of our warehouses and you will be responsible for the cost of return shipping.

If you need to reschedule your delivery appointment, please contact the carrier at least 24 hours in advance.


Delivery of your Oversized Item: 

  • ​​​​At the time of delivery, the carrier will provide you with a delivery receipt and/or a Bill of Lading. This is your record of shipment, and agreement of the delivery and condition of your item. For Outside Home Delivery Service without Signature, the carrier will leave a copy of your delivery receipt at your residence. 

  • Thoroughly inspect your shipment at the time of delivery and before you sign for the shipment. It is very important that you inspect the shipment to ensure the item is not damaged. 

  • DO NOT SIGN the Bill of Lading until you have inspected the item. Also, please do NOT wait to inspect the item (e.g. you are storing your furniture or you are waiting on completion of a home improvement project).\
  • If you are holding your furniture and awaiting completion of a home improvement project, DO NOT WAIT to inspect the item.
  • All damage and defects need to be noted on all copies of the delivery receipt and/or Bill of Lading.

  • designcourtyard.com needs to be notified of all damage, defects or missing pieces within 24 hours in order to be able to file a claim. After 24 hours, you may be financially responsible to purchase a replacement part or to return the item.

What if the item has damage?

For Delivery Services That Do Not Require A Signature:

Please inspect the item right away for any damages. If damage is found, please contact Design Courtyard within 24 hours of delivery.

For Delivery Services Requiring A Signature:

All damage and defects must be noted on all copies of the delivery receipt and/or a Bill of Lading and reported to Design Courtyard Customer Care within 24 hours.
 

  • If the item is severely damaged, refuse the item and note the Bill of Lading as Refused Due to Damage.

  • ​Please make sure you thoroughly inspect your item while the carrier is still at your home. Any damages/defects MUST BE NOTED upon signing for the delivery. If the carrier will not wait for you to inspect the item, sign your Bill of Lading as "Subject To Inspection".


What if Damage if found after the Delivery? 

Please make note of the following details: 

  • Package condition

  • How it was received (left at front door, signed for), and description of the damage.


Please do the following:

  • Take several pictures showing the affected area(s).

  • DO NOT discard any of the shipping box or packing materials.

  • DO NOT discard the product itself because it may be necessary for the carrier to inspect the item and report on the damage.

  • DO NOT ship the item back to designcourtyard.com without first being instructed to do so. Failure to comply may result in denial of a damaged item claim per the shipping carrier’s claims guidelines.

What is Designcourtyard.com's Oversized-Item Return Policy?

You may initiate a return for most new and unopened oversized items within 30 days of delivery. A full refund minus return shipping will be issued if the item is in new and unused condition with all original materials included with the shipment. Custom ordered items CAN NOT be returned.

You are responsible for the cost of the return shipping fee when you return an oversized item for any of the following reasons:

  • You refuse a delivery without inspection

  • You miss a delivery appointment

  • You return a non-defective or undamaged product

All returned oversized items are fully inspected upon their arrival back at our warehouse.

We give a partial refund of the purchase price if the returned item is not in its new, original and unopened condition. The amount of the partial refund depends on the condition of the item as determined by our sole discretion.

Additionally, we reserve the right to deduct the return shipping fee, which generally ranges from $100 to $695 or more (depending on size and weight), if the item is not in its original condition upon arrival back at our warehouse.

*By purchasing an oversized product, you authorize designcourtyard.com and/or its Carriers to assess additional fees to your credit card, as necessary, according to the fee schedule described here. We may deduct original and return shipping costs from your refund or otherwise charge them to your credit card after we receive the return product back at our warehouse.

Are There Additional Delivery Fees?

Please be aware of the following additional fees that may apply to your delivery:  

  • Time Definite Fee: This fee may apply if you request a specific delivery time outside of the freight carrier's normal business hours (usually 9AM-5PM). The fee can be $150 or more depending on your location and request. Because the freight carrier determines available delivery times, certain days and times are not available in all areas. 

  • Storage Fees: Daily storage fees may also apply if you do not accept delivery within 5 business days of the freight carriers first attempt to schedule delivery. If you missed the phone call from the freight carrier, please contact them as soon as possible. After 5 business days, the freight carrier may store your item and you may be charged storage fees. 

  • Stair Carry/Extra Labor Fee: If your item is carried inside your residence, unpackaged, or carried up any flights of stairs by the carrier, this fee may apply. The carrier may also charge additional fees if steep uphill or downhill slopes lead to the entryway of your residence or business. These fees vary and can exceed $100. 

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