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Contact Information
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| Phone: |
(214) 478-2266(10AM - 6PM CST Su-Su )
Please note our phones are for customer support, no phone orders
can be taken. |
| Fax: |
(972) 231-4455 |
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Frequently Asked Questions
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Orders
Do you accept orders via phone, email, fax, or postal mail?
At this time we are unable to accept any orders that
are not placed through our web site. Pricing quotes on products and shipping are only available through the web
site.
Do you accept walk-in customers?
Sorry, due to the amount of time that it takes
to determine what a walk-in customer needs, pull an order on-demand, ring up a sale, and assist a customer in
getting their products out the door, we cannot accept any walk-in customers at this time.
What methods of payment do you accept?
Sassafrasdesign.com accepts Visa, MasterCard, Discover,
American Express, and PayPal as payment for orders through our web site. If you use PayPal
you will need to manually send your payment after the
order is placed (although we provide a button to click
that will automatically fill in the appropriate values
in the "Send Payment" screen).
All transactions are handled in US Dollars. We do not
ship or sell outside of the United States of America.
Why can I only add one item to my shopping cart at a time?
If you are only able to add one item at a time
to your shopping cart then this is a problem with the security settings on your computer. Users who have disabled
cookies, changed the default security levels, or installed software firewalls (such as ZoneAlarm) may have to
revert those settings to the defaults in order to place an order on our online store. if you are unable to
change those settings because you are using a public terminal (for example, a computer at a public library) then
you may need to find a different computer to use.
I have been told that my order is "On hold for security reasons". What does that mean?
All credit card orders where the AVS and CVV
checks on the provided data are not perfect matches, or where there are separate billing and shipping addresses,
will be held until the information can be verified (AVS verifies the billing address and the CVV code is the
last 3 digits on the signature panel of Visa, MasterCard, and Discover cards). This will void the
guarantee on same-day shipping if an expedited shipping method is selected. If your order is held we will
email you requesting verification. If we do not receive a response within 1 week, or if the information
cannot be verified (for example, 'Bank of America' will NOT validate addresses over the phone), then the order
will be cancelled and a refund will be issued.
Do you accept purchase orders?
I have questions about an item. Can your customer service agents physically obtain a product and give me more information about it?
Because our product is
either in our showroom(s) or warehouse we may not be
able to provide you an answer over the phone. If
not, your name and number will be taken and we will get
an answer back to you within 24 hours.
How do I know if you have a product in stock?
Our entire catalog is available on our web site and
we use a real-time inventory system. If you are able to add the item to your shopping cart then it
should be available to
ship.
You just said that if I can order it, you have it. Why did you email me saying an item is out of stock?
While we do use a real-time inventory system, our
inventory is occasionally off by one or two due to order cancellations, returns, damaged items accidentally not removed
from inventory, etc. If it turns out that an item you ordered is unavailable then we will hold your order and contact
you via email with a list of options.
How can I check my order status?
SassafrasDesign.com
sends all status notifications via email,
there is no way to check your order status on this web site. You will receive an order confirmation email immediately
following the submission of the order (provided that you entered a valid email address and did NOT uncheck the box
stating that you would like a copy of your order emailed to you) and then a second email with the tracking number
once the package is shipped. Additional emails may be sent if your order is being held due to a billing issue or
if an item is out of stock.
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Shipping
I live in in a foreign country and your web site won't take my order. Will you ship to me?
Sorry,
but we do not currently ship outside of the Continental
United States at this time.
I received a box from you but not all of the items I ordered were included. What should I do?
Please
contact us immediately. Here is our current
contact information: Click Here.
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Returns
How long do you accept returns?
Our return period is 15 days from delivery. During
that time, items may be returned for a refund or for replacement if they are defective. Please note that some items are not able
to be returned once ordered (such as any custom product). You can get more information
on these non-returnable products by reading our complete return policy here.
How do I return an item to
sassafrasdesign.com for replacement/refund?
If you received the product within the last 15 days
then you can contact us at RMA@sassafrasdesign.com
or at 214.478.2266 to receive an RMA (Return Authorization Number). Once you receive
an RMA number you will need to return the product to us within 15 days. Items should be returned to their retail
packaging and then packed inside of a brown or white shipping carton. The RMA number you were issued should be displayed
on the shipping label or shipping container (but NOT the product box). Your return will be processed within 7 business
days of being delivered at our warehouse.
A product I purchased from you a while back has stopped working, who do I contact?
If you received the product within the last 15 days then
you can contact us at
RMA@sassafrasdesign.com
or at 214.478.2266 to receive an RMA number. If it has been more than
15 days then you will need to contact the product manufacturer for a warranty replacement. If you have questions as to
who the manufacturer is, or how to get in touch with them, then contact us at
rma@sassafrasdesign.com or 214.478.2266. Please note that not all of the products that we sell come with a manufacturer's warranty
(such as chandeliers, custom baby crib, etc.). These products cannot be replaced after the sassafrasdesign.com 15-day return period ends.
I received a defective product, who pays for the return shipping cost?
SassafrasDesign.com does not cover the cost of return shipping
when a customer receives a defective product. We are not responsible for product defects as we do not manufacture any
of the items sold on our web site. We will, however, split the shipping costs involved in getting you an exact replacement.
If the customer pays for the return shipping on the defective product then we will cover the replacement.
Please note that we will only split the shipping fees on one exchange per order. Please check ALL of your items before
contacting us regarding an incorrect/defective/damaged item as exchanges beyond the first will be done completely at
your expense.
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Order Changes and Cancellations
All requests to change or cancel an order should be carried out on the phone
with one of our representatives. Requests that are sent via email or requests
left as phone messages may not be received in time and your order may ship. Once
an order has been packed and tagged for pickup, changes cannot be made and the
order cannot be cancelled. Please note that at certain times it may take less than 30 minutes to ship your order
from the time that is is placed. Please also be aware that our
warehouse staff works evenings and weekends, so it may not be possible to change
or cancel it once placed. Please make sure that your order is correct and
that you really want everything in your shopping cart
before clicking "Submit Order".
Shipping Policy
Locations:
We ship only to locations within the United States. We use
UPS as our preferred carrier.
Shipping Costs:
Our shipping costs are based on the weight of the products, the number of boxes
they must be packed in, the distance they must
travel, and the shipping method chosen.
Price Quotes:
If you need to find out how much shipping will cost on your order, please
put all of the items that you plan on ordering into your shopping cart. Once you
click on the checkout button, you will be prompted to enter your shipping
address. You will receive a shipping quote on the next page based on what
shipping option you chose. Please keep in mind that you will not be asked to
enter any of your billing information until we give you a shipping quote.
Shipping Methods:
UPS is our primary shipping carrier. Since UPS does not deliver to P.O. boxes,
we strongly recommend you indicate either a residential or business shipping
address to avoid delays.
UPS Ground –
UPS Ground provides day-specific delivery to
destinations in the U.S.
Guaranteed 3 Day
– Orders will be shipped via UPS 3 Day Select OR UPS Ground, depending on
your location. Delivery is guaranteed within 3 business days of the ship
date.
Orders placed
M-F
before 2:00 PM Eastern Time will ship out the same day
(except in cases where an item may be out of stock, subject to limited
availability, or where "PayPal" has been
indicated as the method of payment).
Guaranteed 2 Day
– Orders will be shipped via UPS 2nd Day Air OR UPS Ground, depending on
your location. Delivery is guaranteed within 2 business days of the ship
date. Orders placed
M-F before 2:00 PM Eastern Time will ship out the same day (except in
cases where an item may be out of stock, subject to limited availability, or
where "PayPal" has been
indicated as the method of payment).
Guaranteed 1 Day
– Orders will be shipped via UPS Next Day Air ("Saver" will be used where
available) OR UPS Ground, depending on your location. Delivery is
guaranteed within 1 business day of the ship date.
Orders placed M-F before 2:00 PM Eastern Time will ship out the same day
(except in cases where an item may be out of stock, subject to limited
availability, or where "PayPal" has been
indicated as the method of payment).
*Time-definite shipments (Guaranteed 3 Day, 2
Day and 1 Day) that
do not arrive by the end of the day on the scheduled delivery date (due to
carrier delays) may have a partial refund issued to reflect the service that was
received. Refunds cannot be issued due to delays from unavailability of the
recipient, acts of God, acts of public authority, riots, strikes, labor
disputes, civil commotions, disruptions in air or ground transportation networks
due to weather phenomena or natural disasters, or in the
event that an ordered product is out of stock or has limited availability.
Abnormal Shipping Charges
Due to shopping cart malfunctions SassafrasDesign.com reserves the right to make
corrections to customer orders after they are placed. With customer permission SassafrasDesign.com may also make additional charges to a customer’s credit card
after an order is placed.
Damaged Shipments:
We try our best to prevent damage to all packages during transit by packing each
order carefully. Unfortunately, there will be the occasional damaged item.
When shipping damage occurs please make sure that you do not dispose of the
original shipping container or any of the packing material (if the original box
and packing material are not available then we will not be able to file a claim
and we will be unable to replace your damaged item). Please pack the damaged
item back up as you received it and contact us immediately via email shipping@sassafrasdesign.com
or phone. Make sure that you include a detailed description of the damage to
the item, as well as a description of the package if there is any damage to the
carton.
Once you have notified us of the damage we will start a claim with the shipping
carrier. A representative of that carrier may contact you regarding a
pickup or an on-site inspection. Once the package has been inspected by
the carrier we will ship out a replacement for the damaged item.
Undeliverable or Refused Shipments:
Packages will be shipped back to us if the customer refuses the package,
is not available for several days for delivery, or if the address entered is
incorrect or incomplete. US-destined packages that come back marked
"Undeliverable as Addressed", "No Such Address/Street/Number", etc. will have a
full refund issued for the products (including TX Sales Tax if applicable) but
not the freight. US-destined packages that come back marked "Refused",
"Will Call, Did not Show", etc. will have a 20% restocking fee deducted from the
value of the products before a refund is issued. Any postage due
associated with a recovering a refused or undeliverable package will be deducted
from the refund.
NOTE: We will not pay recovery fees for ANY Canadian shipments.
Canadian customers who have undeliverable packages or who refuse their packages will not receive refunds for the items
that were shipped, the freight, taxes, or brokerage, and the products will become the property of UPS.
If the tracking states that you gave an incomplete address then you will need to
contact UPS to provide the correct information. If you decide that you do not want the items then you will
need to accept the shipment and then contact us at
rma@sassafrasdesign.com to receive return
authorization.
Freight Forwarders:
SassafrasDesign.com ships throughout the United States (including Puerto Rico, Guam, and
the US Virgin Islands) and Canada, as well as to APO/FPO addresses.
Return Policy
Terms and Conditions:
- All return requests must be initiated within 15 days from when the
products are delivered to you. All returns require an RMA number and must be received by an
SassafrasDesign.com employee within 15 days of receiving said number.
- You can email rma@SassafrasDesign.com to receive an RMA number, please include your order number, your name, the
product that you wish to return, and a reason for the return.
- Customers are responsible for all return shipping costs, including on
defective merchandise. This is
analogous to paying for gas to drive a product back to the store you bought
it from. Packages that arrive "COD" or "Postage Due" will be refused.
- All products must be received in new, resalable condition. The
condition of the product will be determined at our discretion.
- A 15% restocking fee will be charged for all non-defective returns.
A larger restocking fee may be deducted if the returned merchandise is not
resalable (for example, a tamper-proof seal broken, the packaging damaged,
the product scratched, manual or software missing, etc.).
- Packages refused by the customer will be restocked with a 20% fee
deducted from the refund. In addition, any postage due or brokerage fees
associated with recovering a refused package will be deducted from the
refund.
- Shipping charges are not refundable under ANY circumstances once an order has shipped.
- We do not cross-ship replacements for defective items, but we may waive
the restocking fee on a return for a refund if the customer places a new
order for a replacement product BEFORE the return is processed and informs
our customer service team of the new order number.
- Authorized returns will be processed within 7 business days ("business
days" exclude weekends, holidays, and the day the package is delivered) of when they
are delivered. Unauthorized returns, refused packages, and undeliverable
packages can take up to 3
weeks to be processed and may be refused, returned to you at your expense,
or restocked with a 20% restocking fee.
If your return has not been processed within the specified time then please email
rma@SassafrasDesign.com
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- Returns will not be accepted for any of the following:
customized product, jewelry, worn
clothing, clothing with tags removed, any personalized items, product with scratches, dents, etc.
Defective Items:
If an item is DOA (or fails within the first 15 days) then please contact us at rma@SassafrasDesign.com
for an RMA number and we will replace the item for you (this excludes item noted in bullet #10 in above section). Replacement of
defective items reported within 72 hours of delivery will be sent out via the
shipping method originally paid for. Replacement of items that failed
after that (but still during the first 15 days) will be shipped out using our
"Standard Shipping" method.
If a product fails sometime after the first 15 days then please contact the
manufacturer directly. If you are not sure who the manufacturer is, are
not sure how to contact them, or are having problems getting them to replace
your product while it is covered under the Manufacturer's Warranty (if any) then please
email us at rma@sassafrasdesign.com and we will do
our best to assist you.
Return Shipping instructions:
All returned items should be packed in the same manner as they were originally
shipped to you. Products returned without a separate shipping box or without the
original product box will be refused. You will need to write the RMA number that
was issued on the outside of the shipping container (do not mark the product box)
or on the shipping label. You are free to use any carrier that you choose (we
recommend UPS because $100 of insurance is included free and all packages
delivered here are signed for) but we strongly suggest that you purchase Insurance and Signature
Confirmation if you are using USPS (or any other carrier where they are not
included for free) as we are not responsible for any packages lost or damaged during
the return trip. In the event that a package is listed as "Delivered"
but cannot be found, only the signature of an sassafrasdesign.com
employee will suffice
as proof of delivery to our warehouse.
Disclaimer, Limitation of Liability, and Other Considerations
We strive to provide our customers with as much information as possible about
the products that we sell. However, you should be aware that the pictures
shown may not be of the exact products sold (although we will do our best to
point out any differences). Unacceptable differences must be
reported BEFORE a product is used. Returns initiated on used products
where details differ from those given on our site will be treated as standard
returns and all policies given above regarding standard returns will apply.
Sassafras Furniture and Design does not warrant merchantability or fitness of use for a
particular purpose on any of the products on our web site. Any
compatibility information given on this site comes from the manufacturer of the
given product and was not determined by our staff through internal testing.
Product intros were not written by technical professionals and any claims
in the product introductions should be considered opinion, not fact. It is the customer's
responsibility to verify that the product(s) purchased will function in the
capacity desired before placing an order.
By placing an order with sassafrasdesign.com you agree to abide by all of the
terms, conditions, and policies given in this document. You also agree that
under no circumstances shall Sassafras Furniture and Design, its officers, employees, or other
representatives be liable for any special, incidental, indirect, consequential,
or punitive damages, including but not limited to loss of data, loss of
property, or loss of
profits. The sole and exclusive
maximum liability to Sassafras Furniture and Design arising from any product sold on this website
shall be the price of the product ordered.
Free or low-cost promotional items are offered from time to time as part of package
deals. These products are available while supplies last and we reserve the right
to substitute other functionally-similar (but not necessarily
functionally-identical) products of equal or greater value at our
discretion and without the customer's approval.
Finally, prices, products,
availability, offers, and policies are subject to change without notice.
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