Damage Claims

Furniture travels. It gets loaded, hauled, unloaded, and carried through a doorway. Almost always it arrives perfect. Once in a while it does not. When that happens, tell us fast and we will make it right.

Check it before the crew leaves

This is the easy version of this whole page. Our crew will help you look. Open the boxes. Look at every surface, every leg, every drawer front. Sit on it.

If something is wrong, say so right there and note it on the delivery paperwork before you sign. A problem caught in your living room with our truck still in the driveway is a problem that is basically already solved.

If you find it later

Call or text us at (320) 316-2665 within 7 days of delivery or pickup.

We know things get unwrapped over a weekend and a scratch on the back panel does not turn up until Tuesday. That is what the window is for. Just do not sit on it — the sooner we see it, the easier it is for us to prove it happened in transit and not six months into ownership.

What we need from you

• Your name and order number
• A wide photo showing the whole piece
• A close-up photo of the damage
• A photo of the packaging if you still have it
• The model or tag info off the product label

Photos in decent light do more for your claim than any description. Text them to (320) 316-2665 and we can usually start moving the same day. Hang on to the packaging until the claim is settled.

What happens next

We look at the photos and get back to you. Then it is one of these, depending on what is actually wrong:

• A replacement part shipped out
• An in-home repair
• A full replacement of the piece
• A discount if you would rather keep it as is and knock some money off

We handle the manufacturer conversation. You should not have to be on hold with a factory in North Carolina.

Why our crew sets things up

Worth explaining, because it is the part of our delivery policy people ask about most.

• Drop-off, $100 — within 10 miles of the showroom.
• Delivery with setup, $200 — anywhere from our door out to 40 miles.
• Past 40 miles — call or text (320) 316-2665 for a delivery quote.
• Showroom pickup is free. There is no free delivery — we would rather charge honestly than bake it into the price and call it free.

Here is the real reason we like setup. When our crew sets a piece up, they open every box, check every panel, and count every bolt while they are standing in your living room. A scratched leg or a missing part gets found right then, and we fix it right then.

Drop a stack of boxes at a door and the problem surfaces three days later. Now we are driving out twice, you have been living around a half-built dresser for a week, and nobody is happy. We would rather spend the extra hour up front. Better for you, better for us.

What is not a damage claim

Solid wood has grain variation. Real leather has range marks and scars from an animal that lived outside. Fabric has slubs. Two chairs from the same set will not be identical twins. That is not damage — that is the material telling you it is real. Mass-produced sameness costs less and looks it.

Things that wear out over time go through the manufacturer's warranty, not a damage claim. Accidents after delivery — a spill, a dog, a moving mishap — go through a protection plan if you bought one.

Reach us

Call or text (320) 316-2665, or stop in at Crossroads Center Mall in St. Cloud. Bring your photos.