CANCELLATION POLICY
Once the order is placed with Direct Factory Furniture, our process is to submit an order directly to the manufacturer on your behalf. This typically occurs within a 24-hour period after an order is placed by the customer. Once this step has been completed Direct Factory Furniture, and thus the customer, become financially obligated to purchase the ordered merchandise from the manufacturer. For this reason, we don't accept order cancellations once the 24-hour window has passed. At the time an order is placed the customer receives a notification via e-mail describing all order details. It is the customer’s responsibility to verify that the information in this e-mail receipt is correct. We give you 24 hours to review your e-mail confirmation and reply with any discrepancies or changes at no charge. If the customer does not notify us of any changes within the 24-hour window Direct Factory Furniture will proceed with ordering the merchandise from the manufacturer. Any cancellation of the order after this point will need to follow the Cancellation Policy as described below. Any exception to this Cancellation Policy will be solely at the discretion of Direct Factory Furniture management. In the event that Direct Factory Furniture management agrees to proceed with the cancellation of an order, the customer may be responsible for a cancellation or restocking fee of up to 30% of the purchase price as well as any shipping and handling fees that may apply. In order for a cancellation to be addressed, the customer must submit the request in writing. Please note that only written requests for cancellation will be processed by Direct Factory Furniture.

RETURN AND REFUND POLICY
If, for whatever reason, you are not satisfied with your DirectFactoryFurniture.com purchase and wish to process a return please notify us by phone to request a Return Material Authorization (RMA) within 14 calendar days of the receipt of the product. The written request for the RMA must include the customer’s contact information, order number in question as well as a clear description of the items being returned or exchanged. Also, please ensure that the reason for the return is specified. Our staff will then process your request and provide you with an RMA number.

All items being returned must be sent to our Warehouse and Distribution Center located in Philadelphia, Pennsylvania. It is the customer’s responsibility to ensure that the items are prepared for shipping (wrapped, packaged etc.) with care and effort to prevent in-transit damages. The method of shipment will be at the discretion of Direct Factory Furniture management and will be assessed on a case by case basis. In certain instances we will ask the customer to coordinate the shipment back to our warehouse. However, in some cases Direct Factory Furniture will coordinate the pickup and shipment of the items. Please note that all shipping and handling charges are non-refundable. In the event that Direct Factory Furniture receives damaged merchandise and the customer coordinates the shipment of these item(s) to our warehouse, the customer becomes responsible for the damages.You may exchange the items you have ordered or request a refund for the purchase price. Please note that shipping and handling costs are non-refundable. In addition, some of the merchandise offered at Direct Factory Furniture is offered with a special of “Free Shipping”. Please note that the return or exchange of such items will result in shipping and handling costs that will be the customer’s responsibility. In certain cases additional restocking fees may apply and will be deducted at the time the return is processed. Items that are unopened and are in original packaging can be exchanged or returned for a refund based on the original method of payment. The merchandise must be returned to the Direct Factory Furniture warehouse within 10 calendar days of the issuance of the RMA. All products being returned must be in new and unused condition, packed in original packaging including any accessories, manuals, documentation and registration that shipped with the product. Any exceptions may result in additional fees for which the customer will be responsible. An open box fee of up to 30% of the purchase price will be assessed on any opened items. Direct Factory Furniture is not responsible for the shipping and handling charges of any returned items. All return shipping and handling charges are the responsibility of the consumer. Configure-to-order, personalized or other customized and “special order” products may not be returned for a refund or exchanged under any circumstances unless authorized by a Direct Factory Furniture representative. In addition, please note that Direct Factory Furniture does not permit the return of or offer refunds for non factory damages or damages that are not caused by the shipment of items. Finally, we cannot process returns or exchanges for items that have been assembled. Orders that are refused at the time of delivery will be processed under the Cancellation Policy. As a result the customer will be responsible for shipping and handling charges as well as a restocking fee of up to 30% of the purchase price. Please allow 3 to 5 business days to process refund.

Although rare, unfortunately damages during the shipping and manufacturing processes occasionally occur. In order to address any issues promptly please take that time to inspect the merchandise you have ordered upon receipt. If your shipment is damaged or defective, please notify us in writing within five business days following the receipt of your order. To help us resolve the situation we will ask you to e-mail photographs of the damages as well as a clear description depicting the damage to us. If the damages are promptly and precisely reported, we will do our best to repair or replace the damaged parts or item(s). If we are unable to do so, we will issue a full refund. Refund will be issued in a form of a check, mailed to the billing address on file. You can be assured that we will do everything we can to correct all problems with minimal inconvenience to you.

Defects that have occurred during the manufacturing process and passed the factory’s quality control checks are not caused by mishandling during the shipping process. Direct Factory Furniture deals with respected and experienced furniture manufacturers that stand behind their products. In the event that a manufacturer’s defect occurs, please submit photographs and a clear description of the defect  we will present the claim to the manufacturer on your behalf. We will then work with the manufacturer in question to assess the best way to remedy the situation. The remedy may be a replacement of the defective part or item or may consist of a repair. Please note that most of the time defects that pass the quality control check done by the manufacturer as well as checks done by Direct Factory Furniture are very minor in nature. As a result, these can be easily fixed by a professional in furniture repair. Direct Factory Furniture will help to locate the appropriate individual to repair the defect if the situation warrants.

Please note that the method of correction will be at the discretion of Direct Factory Furniture’s management and will be assessed on a case by case basis.

The responsibility for damages that occur during the shipping process rests with the shipping carrier. If you are receiving curb-side delivery please note any damage to the boxes being delivered on the delivery slip at the time you accept the items. If you have requested for the furniture to be assembled, please ensure that you note these damages when you sign the assembly service slip. Direct Factory Furniture will then work with the carrier to claim the costs and remedy the situation. Please note that the method of correction will be at the discretion of Direct Factory Furniture's management and will be assessed on a case by case basis.

Due to the nature of the furniture business, please note that Direct Factory Furniture cannot guarantee that the finish of the ordered wood, leather, or stone will be exactly as pictured. Imperfections or variations in the grain, color, or sheen of the wood may occur naturally. Stone finishes such as marble and granite may differ in color and veining. In addition, variations in the color, sheen and texture (wrinkling and natural marks) of leather may occur due to different dying and tanning processes and natural phenomena. As a result, these naturally occurring characteristics are not viewed as damages or defects. Please note that images of products displayed on the Direct Factory Furniture website may differ in color due to differences in the resolution of computer monitors. Direct Factory Furniture always works with our partnering furniture manufacturers to obtain the highest quality photographs of the products and thus depict the merchandise as closely as possible.

SHIPPING POLICY
We at Direct Factory Furniture arrange for your order to be shipped via the most dependable, quickest, and safe way possible. We continuously work with the most prestigious shipping companies such as UPS Freight, YRC (Former Roadway), Sun Delivery, Inc., UPS Ground and FedEx as well as privately owned shipping companies specializing in furniture delivery and assembly. In addition, a fleet of Direct Factory Furniture trucks is always on standby to quickly deliver orders in states near our warehouse and distribution center. We at Direct Factory Furniture randomly inspect merchandise prior to shipping / delivery. Please note that some of the merchandise might be out of the box due to inspection.

Please note that Direct Factory Furniture is not responsible for the handling of the merchandise once it leaves our warehouse. As a result, any damage that may occur after this point and while the items are in transit is not Direct Factory Furniture's responsibility. Nonetheless, if a situation arises, we will be glad to help during the process of filing a claim and coordinate a resolution with the carrier to ensure that our customers are fully satisfied.

All Direct Factory Furniture deliveries require a signature on the Delivery Receipt. When you receive your order you will be required to sign the Delivery Receipt. The delivery receipt is for the purpose of recording the facts at time of delivery and certifies the freight was received in good condition unless otherwise noted. The consignee has the legal obligation to open everything that was delivered to make sure there are no damages. The driver must wait for you to open all the freight, please do not sign anything until you have made a full inspection and you are completely satisfied with the condition of your furniture. Although rare, damages do occur during the shipping process. please make a notation of the exact damage on the delivery receipt before accepting the delivery. The absence of an exception on the delivery receipt establishes that there was no damages and you are completely satisfied with your purchase. No further claim can be made if you accepted the freight in good condition.

Please note that Direct Factory Furniture is not responsible for the furniture assembly, if applicable, as we ensure to hire insured vendors such as Sun Delivery, Inc. to perform the furniture assembly. If you wish, you may request licenses and insurance certificates from the vendors that Direct Factory Furniture hires to perform the assembly. The vendors we hire have all the required insurances and licenses to perform the tasks required to complete furniture delivery and assembly, as a result you agree that any legal action will be directed towards these vendors.

 If you would like for your order to be shipped to an address that is different from the billing address listed with the bank or credit card company, Direct Factory Furniture will ask you to notify the bank or credit company to add the shipping address as an "alternate" or "secondary" billing address. This will allow us to ship to any address you prefer including your work, vacation home etc. We apologize for any inconvenience this may cause, however this step is necessary to ensure your protection.

Your credit card will not be charged at the time that your order is placed. This will occur once the merchandise arrives at our warehouse from the manufacturer(s) and is ready for shipment. At this time the status of your order will be changed to “Ready to Ship” and your credit card will be charged. All Direct Factory Furniture customers are contacted to confirm delivery and shipping address via phone or e-mail. This process runs in parallel to the change of your order status to “Ready to Ship” and the charge being applied to your credit card. In the event that you are not ready to accept delivery we will be happy to hold the merchandise in our warehouse at no charge for 7 business days. After this time passes your account will be charged a storage fee of 2% of the purchase price per day.

At the present time Direct Factory Furniture ships to addresses in the Continental United States. Shipping costs as well as "Free Shipping" specials are therefore only valid for addresses in the Continental United States. At the present time Direct Factory Furniture is not able to ship to Alaska, Hawaii or Canada.

All shipping estimates listed on Direct Factory Furniture are approximate and we always strive to adhere to them as closely as possible. Unfortunately, these estimates are dependant on product availability from the manufacturer as well as shipping delays en route to our facility. Therefore we cannot be held responsible for beating or exceeding originally expected delivery estimates that are caused by factors that are beyond our control.

If the merchandise ordered will be delivered by a carrier such as UPS Freight you will be contacted directly by the carrier to schedule a delivery appointment. You will typically be provided a 2-hour window for your appointment that will usually be Monday through Friday 8AM to 5PM. Weekend delivery is available at an extra charge that is not included in the standard Direct Factory Furniture shipping calculation and thus is the customer’s responsibility. Representatives of these carriers are not authorized to bring the merchandise into your home or assemble the items. These services can only be arranged in advance, prior to the shipment of your order from our warehouse at an additional fee. The standard/typical delivery scenario is that of a curb-side delivery which means that purchased items are unloaded from the truck and left by the curb of your residence. Additional fees apply if the items you ordered require a lift-gate to unload the truck, if you need the items to be brought into your home and even more so if they need to be carried up the stairs or assembled. If you have special requirements for your delivery please contact our Customer Service department and we will be glad to assist you. Most of the items we sell are large and heavy. Please ensure that at least one or two people are available to help unload the truck at the time of the delivery appointment. In cases where assembly of the furniture is ordered in advance Direct Factory Furniture coordinates for the furniture to be brought into the customer’s home and assembled. As part of the service the trash left at the end of the assembly process is removed from the customer’s home. All Direct Factory Furniture customers will be contacted via e-mail and/or phone to arrange for order delivery, regardless of the delivery method or carrier. We do everything in our power to ensure that we do not miss the scheduled delivery appointment. However, we cannot guarantee that an unexpected occurrence may cause us to be late and will do our best to stay as close to the agreed time as possible. We will do our best to accommodate any special requests to ensure our customers are fully satisfied.

If, after numerous attempts are made by Direct Factory Furniture to contact a customer, we are unable to reach them, we reserve the right to recall all merchandise for a full refund of the purchase price, less all shipping and handling costs that are incurred by us as a result. A restocking fee of up to 30% of the purchase price may also apply. The same applies if a customer is not available to accept a delivery at a previously arranged time after an appointment had been scheduled and the delivery cannot be completed. Items offered with free shipping are dependent upon customer location and size of order. We reserve the right to alter this offer should your zip code lie outside standard UPS Freight and FedEx delivery routes. In addition, orders for items with weights that are more heavy than usual or expected may need to be readjusted for extra unforeseen fees. No additional fees will be charged without notifying the customer and obtaining prior approval. It is critical that any damages that are visible at the time of delivery are noted on the delivery slip at the time of delivery and are accompanied by the customer’s signature. If the boxes containing the items appear damaged please mark this very clearly on the delivery slip. If you have ordered for the items to be assembled and have noticed any damages during the assembly process, please ensure to note this clearly while signing the assembly service paperwork. In the event that an item arrives damaged or defective please see our Return and Refund Policy.