Customer Service Policy
All Orders will remain in pending status until Buyer verifies address and agrees to this Customer Service Policy. If product was purchased through Tsonensi.com or any affiliate website you have already clicked and agreed to this policy and verified your address when checkout was completed.
I understand that my Credit Card will be charged at time of purchase.
The Buyer maintains the right to cancel the order of all stock items within 48 hours from time of purchase. In the case of special/custom orders, the Buyer has the right to cancel the order within 24 hours of agreeing to this policy. There is a 15% Cancellation fee that is charged after the 48 hour window if an order is cancelled before being shipped. Please note that all time periods given in our shipping estimates are estimates only; they are not binding or guaranteed.
*Unforeseen delays in the production or shipping of a product does not negate the period of time in which the buyer has the right to cancel the order as described above.
STEPS TO A SMOOTH DELIVERY
You must be present at the time of delivery. Please make sure you have as many people as needed to help inspect and move your furniture.
Upon delivery, please thoroughly inspect any and all item(s) for damage before signing the shipping/delivery receipt. Any and all damages must be notated on the delivery receipt. Please try to be specific.
You may not write “subject to inspection.” Driver may not leave without a signed receipt. If any damage is present please call us immediately at 1-800-927-5164; if no answer, then leave a voicemail message describing the damage.
Most damages are small and can be easily repaired. In the case of properly notated damaged furniture; the Seller holds the right to choose between either repairing and/or replacing the furniture at the Seller’s discretion. To avoid more damages and redelivery fees, please accept your freight upon delivery.
The customer will be contacted directly by the carrier to arrange a delivery appointment time frame, which is typically a 4 hour window. This window will most likely be during normal business hours between 8am and 5pm. In the event the customer is unable to accept delivery at the agreed delivery appointment, redelivery and storage fees may apply. The customer assumes responsibility of all storage and redelivery fees and understands that these are payable prior to delivery. In the event the customer does not want to pay the storage and/or redelivery fees then we will have the order shipped back to our warehouse and the order will become a return and will follow our standard Return Policy as stated below.
If the customer designates another party to sign for the order, it is assumed that the customer accepts the order “as-is” unless damage is notated by the designated party. If any damage is present please call us immediately at 1-800-927-5164; if no answer, then leave a voicemail message describing the damage. After informing us directly, please notate the damage on the shipping/delivery receipt. If the Driver is in a hurry and does not provide ample time for inspection, you must insist on inspection and write any and all damage on the shipping/delivery receipt.
If the optional “White Glove” delivery is purchased, then the guidelines concerning packaging and inspection time do not apply because the purchase will be unpacked for customer and ample inspection time will be provided.
In the case of properly notated damaged furniture; the Seller holds the right to choose between either repairing and/or replacing the furniture at the Seller’s discretion. In addition, the Buyer must send pictures of the damage via email to Shipping@Tsonensi.com. If there are zero notations on the shipping/delivery receipt, the customer is legally acknowledging that they accept the furniture as is. If the customer desires to return the product, our standard return policy will then apply.
We offer one of the greatest and most buyer friendly return policies in the industry. We offer a 30 day return policy on all stock item(s).
Special/Custom orders cannot be returned except in the event of an incorrect order shipped by the Seller. In the event of a return, the Seller will refund the Buyer the full amount of the purchase price minus the 15% restocking/processing fee, initial cost of shipping the furniture and the cost of the return shipping at our discounted cost. This refund will occur when the Seller receives the item(s) in the original condition and will be applied through the same method of original payment. In the event that the product received does not match the purchase receipt, the seller will be responsible for all costs associated with the return/replacement. The product must be in new condition to be accepted as a return and must be in original packaging. It is also required that the customer be present at time of pickup and item(s) are to be placed in same manner and location as at the time of delivery.
*All Mattresses are brand new and shipped directly from the manufacturer’s warehouse. When the box that the mattress arrives in has been tampered with and/or opened by the customer the mattress becomes non-returnable. This is due to the liability upon reselling the mattress. Laws regarding the resale of upholstered furniture such as mattresses and pillows are more strict than for other types of furniture, because fabric, filling and down can absorb body fluids and harbor mold, mites and diseases. One common method of transmission for spinal meningitis is through shared mattresses. Since the useful life of a mattress is about 10 years, it can be safer and more cost-effective to buy new. This is why we cannot accept nor resell a returned mattress.
Our goal is to provide the absolute Best Customer Service in the industry. This policy solely exists to protect all parties involved and ensures a smooth delivery. Thank you again for the opportunity to earn your business. We look forward to you receiving and enjoying your new Furniture! Have a Blessed Day!