Shipping and Delivery Services
Furniture Shipping:
Shipping is performed at a threshold service level. This service puts your order at the first dry location (garage/entrance to home/porch/carport). This service does not include assembly and packaging removal. The carrier will contact you to make an appointment.
An adult’s signature is mandatory. Please thoroughly examine the merchandise in the presence of the delivery company. If the delivery driver is unwilling to wait for you to examine your products you must note this on the delivery slip with the driver’s signature. If you have any issues with this process do not sign any forms until you have contacted our store for assistance.Your signature indicates that the furniture has been received in an undamaged and satisfactory condition. By doing so, any responsibility for issues discovered post-delivery rests solely with the customer, limiting options for resolution. In the rare event of damage or defects in your order, please contact our customer support at 541-485-6308 during the delivery. Please record and provide photos and a description of the issue. For damages concealed at the time of delivery, please take photos and alert us right away upon discovery. We will do whatever we can to help, however, if you have signed the delivery form our options will be restricted. Please know that our furniture is made by hand with natural materials. Variations in color, wood grain, fabric, material, and finish are not considered defects and are not reasons for return.
Mattress shipping:
Our mattresses are delivered with care, vacuum rolled and boxed. Service is performed by parcel service, usually UPS or Fedex. Ensure someone is available for the scheduled delivery.
Shipping Confirmation and Tracking:
Once your order is shipped, you will receive a shipping confirmation email with tracking information.
Shipping Costs:
Shipping costs are calculated at checkout based on the weight of your order and the shipping destination. Handling fees and taxes may apply. Shipping fees are non-refundable after initiated. If a shipped item is returned, return shipping fees are the sole responsibility of the customer. Delivery fees are non-refundable after initiated. If a delivered item is returned, pickup and return fees are subject to current rates.
Returns and Exchanges:
If you are not satisfied with your purchase, please initiate a return within 7 days of receiving the order. Review our Returns and Exchanges Policy for detailed instructions.
Customer Support:
If you have any questions or concerns regarding shipping, our customer support team is here to help. Contact us at 541-485-6308 during our business hours.
Shipping Policy Updates:
Our shipping policy is subject to change. The last update was on 5/12/24. Please review our policies periodically for any updates.
Free Shipping Promotions:
Enjoy free shipping on qualifying orders as part of our promotions. Check our website or promotional emails for details and conditions.
Definitions:
- Delivery is defined as an order carried to a customer’s residence in West Avenue-owned vehicles by a West Avenue employee or employees. This is typically only within our showroom’s local area.
- Shipping is defined as an order carried by a third-party fulfillment provider not owned or operated by West Avenue or its subsidiaries.
If you have a special need at your home, please contact us at [email protected] and we will do our best to meet your needs.