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| Frequently Asked Questions |
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WHAT IS IN HOME SERVICE.
WHAT IS CURB SIDE DELIVERY?
WHAT IS WHITE GLOVE DELIVERY?
WHY SHOULD I PURCHASE SHIPPING INSURANCE?
HOW LONG ARE SPECIALS AND SALES AVAILABLE?
DO YOU OFFER ANY LAYAWAY OR FINANCE PLANS?
IS THERE A WARRANTY?
WHAT IF I DON'T LIKE IT?
CAN WE SAVE ON SHIPPING IF WE ORDER MORE THAN ONE ITEM?
CAN I CHANGE THE ITEMS THAT WE BUY FROM WHAT IS LISTED?
CAN YOU CUSTOMIZE AN ITEM FOR ME?
HOW LONG DOES DELIVERY TAKE?
HOW DO YOU PREPARE MY MERCHANDISE TO PREVENT DAMAGE?
WHAT SHOULD I EXPECT FROM THE FREIGHT COMPANY UPON ARRIVAL?
CAN I USE MY OWN CARRIER?
Q: WHAT IS IN HOME SERVICE.
A: Two or more uniformed men will deliver merchandise and place it in the room of your choice. No assembly or packing removal ( For additional services please refer to white glove service ).
Q: WHAT IS CURB SIDE DELIVERY?
A: Unless otherwise specified, all shipments are shipped via common carrier and arrive for a curb side delivery. The carrier will call you to schedule a time and date for delivery. The trucking company will use a liftgate or assist you in bringing the merchandise off the truck. They are not allowed into the home and generally there is only one driver and he will not have dollies or tools necessary to move furniture. For curb side deliveries, please make all necessary arrangements to take possession of the furniture at the truck.
Q: WHAT IS WHITE GLOVE DELIVERY?
A: White Glove Delivery is a specific delivery option available on all orders. When ordered, we will ship the furniture to a furniture delivery specialist in your area. They will then contact you to schedule a time and date for delivery. They will send out uniformed delivery people, carefully unpack your merchandise and assemble it in the room of your choice. They then haul away all packaging. White Glove Service must be ordered prior to the shipment of your furniture.
Q: WHY SHOULD I PURCHASE SHIPPING INSURANCE?
A: All items are insured by the freight company in the amount of $1.59 per lb. If your merchandise exceeds this value it is strongly recommended that you purchase actual value insurance. Please note that unless you purchase optional supplemental insurance (1.5% of purchase price ) you will be responsible for filing any claims and collecting from the freight company directly. You must note any damage on the driver's delivery ticket at the time of delivery, otherwise the carrier may not accept the claim. Unless Supplemental Insurance is purchased,Uptown Downtown has no liability for the merchandise once it leaves our docks. If your merchandise needs to be replaced, you would pay for a new item and then collect from the freight company. Although damage occurs very rarely WE HIGHLY SUGGEST SUPPLEMENTAL INSURANCE.
Q: HOW LONG ARE SPECIALS AND SALES AVAILABLE?
A: While most specials and sales are advertised to be available until the end of the current week, all specials and sales are evaluated on a weekly basis. Uptown Downtown reserves the right to withdraw and/or change any special or sale at anytime.
Q: DO YOU OFFER ANY LAYAWAY OR FINANCE PLANS?
A: Yes, we do, please contact us for more details. Our layaway plan includes no set up fees, 20% down, up to 6 monthly payments and a 10% cancellation fee.
Q: IS THERE A WARRANTY?
A: There are various manufacturer warranties available. Uptown Downtown will warranty everything for 1 year from the date of purchase regardless of the whether there is a manufacturer warranty our not. Please see our warranty policy.
Q: WHAT IF I DON'T LIKE IT?
A: We know that purchasing over the internet can be difficult at times. We do offer a 14 day return guarantee. If you get your furniture and do not like the color, quality or if it was just not what you were expecting, you may return it for a refund. Returns will be accepted only if you notify us within 14 days of your items being delivered and will not be accepted without a return number being issued before the item is shipped back. A refund will be equal to the price of your order and less all shipping charges incurred to get the items to you and back to our warehouse. You pay a discounted shipping rate or receive free shipping, in most cases, through our site. You will be responsible for our actual full shipping cost and not the discounted rate or free shipping rate in the event of a return. Returns will only be accepted and credits issued if the order is in new condition with no damage and in the original packaging when it arrives back at our warehouses. If an order is refused with no damage or without an authorization number, you will be charged all shipping costs we incur to get the items to and from your shipping address.
Q: CAN WE SAVE ON SHIPPING IF WE ORDER MORE THAN ONE ITEM?
A: Yes. We can often combine shipments to reduce the amount of shipping charges. The carriers have a fee for the pickup and delivery of your merchandise. While there may be some incremental fees for adding pieces, they are significantly reduced from the charges if your ordered the items separately.
Q: CAN I CHANGE THE ITEMS THAT WE BUY FROM WHAT IS LISTED?
A: Yes, in most instances. If you do not see what you want online, please call us at 417-358-2111 and one of our sales associates will be glad to assist you. There are some clearance items and certain other items that we cannot break up, but most merchandise can be sold as you need it.
Q: CAN YOU CUSTOMIZE AN ITEM FOR ME?
A: Yes, All of our Drapes are Custom Made to your order specification. All are available to be made to almost any size, color and fabric.
We offer Norwalk Custom Upholstry. We have a selection of over 500 sofas and chairs available in over 2000 different fabrics and leathers.
Q: HOW LONG DOES DELIVERY TAKE?
A: Although most items are in stock it does not mean they can ship within 24 hours. Many of them require careful inspection and extensive packing. We understand that you are eager to get your beautiful furniture, but we feel protecting your investment is just as important. Many items are delivered within 14 days but please allow up to 3-5 weeks on some items. Your credit card is NOT charged (unless paid via Paypal or some check cards) until the merchandise is ready for carrier pick up.
Q: HOW DO YOU PREPARE MY MERCHANDISE TO PREVENT DAMAGE?
A: All merchandise is inspected prior to shipping, everything is corner protected, put in boxes, placed on shipping pallets and shrink wrapped. We also have special handling agreements with all carriers we use.
Q: WHAT SHOULD I EXPECT FROM THE FREIGHT COMPANY UPON ARRIVAL?
A: On all freight orders, the shipping company will contact you when they arrive in your town to arrange a time and date for delivery. The delivery drivers are not insured to bring your merchandise into the home. Please make all necessary arrangements to assist with the delivery of your items. Also, we do offer white glove service with inside set up and packing removal at an additional cost, please inquire. Please note: unless you purchase white glove service some assembly may be required. Level of assembly will vary based on merchandise.
Q: CAN I USE MY OWN CARRIER?
A: Yes, many customers choose to use their own carriers.
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