complete delivery & claims policy
WHAT SHOULD I DO IF MY PRODUCT ARRIVES DAMAGED TO MY RECEIVER?
TO MEMBERS WHO USE RECEIVERS
Please be sure your receiver is made aware of our claim guidelines. Taking the following steps is imperative as it allows us to better serve you.
Open & Inspect
Within 5 Business Days of receipt, your receiver must unpack and thoroughly inspect the shipment for damaged items. Submit claims to Claims@habitatery.com.
Please note that claims will not be accepted after 5 business days.
IF THERE IS DAMAGE FOUND
1. Take Photographs
Should there be damage, please take clear photos of the damage AND the packaging. We cannot process your repair or replacement without this information.
2. Keep All Packaging
Keep all boxes and packaging material (inner and outer) until your claim is resolved. HABITATERY will not be held liable for any repackaging fees that will be incurred due to the original packaging being disposed of.
3. Limited Warranty
Manufacturer warranty is void if any person has attempted repairs or modifications without consent from HABITATERY. The exclusive remedy for any defective product is at the manufacturer’s discretion.
4. To report damage
Email photographs, HABITATERY Invoice number, date of arrival, and desired outcome to Claims@habitatery.com
5. Receive HABITATERY support!
You will first receive confirmation from a real live HABITATERY liaison. Then, once your information is received, we will contact the manufacturer and/or freight carrier on your behalf and reach out to you promptly with resolution options.
Trust us! You are in good hands!
WHAT SHOULD I DO IF MY PRODUCT ARRIVES DAMAGED TO A RESIDENCE?
TO MEMBERS WHO SELECT - White Glove Residential Delivery
Upon Delivery
The residential delivery option offered by HABITATERY is a convenient and comprehensive service. Our independent delivery company provides in-home delivery to your residence, including placement up to one flight of stairs, unboxing, and removing all packaging materials. Rest assured, you have paid for and are entitled to these listed services. If expectations are not met, note on the delivery receipt that will be provided to you at the conclusion of the delivery, and inform your HABITATERY liaison.
The signature of the delivery receipt by you, your client, or your employee is a crucial step that constitutes full acceptance of all packages stated on the bill of lading or electronic clipboard that are in undamaged condition and that all services have been provided. This ensures that you have thoroughly checked and accepted the delivery.
Deliveries must be refused if the wrong item arrives or has the incorrect dimensions, finish, style, etc. If not, the item is accepted “as is” and can no longer be returned without financial costs to the recipient of the delivered item.
We shall not be liable for delay in shipment for any cause, nor shall any delay entitle you to cancel any order after it has shipped or refuse delivery. Delivery may occur in multiple lots depending upon the availability of the products constituting an order.
If items are received damaged, claims must be submitted to Claims@habitatery.com.
As a benefit only for members, HABITATERY may compensate for the cost of a professional repair company's work, assuming the repair is completed on the site of the initial delivery. Transportation offsite to a repair facility will not be covered.
The recipient designer member or their clients are responsible for sourcing and scheduling professional repair companies. Repair estimates must be provided within 30 days of delivery, or the claim is closed.
Note: Only a limited number of professional furniture repair companies exist, and not all geographic areas have access to such services. It is in your best interest to ensure that the delivered item is in satisfactory condition upon arrival.
Carrier Damages
If the shipment arrives with visible exterior damage (crushed box, broken crate, moisture, etc.), note the damage in writing on the carrier’s delivery receipt before you sign for the shipment and release the delivery driver. HABITATERY will not accept a claim for shipping damages unless the damages are noted on the carrier’s delivery receipt.
Please Note: RESIDENTIAL WHITE GLOVE DELIVERY IS NON-REFUNDABLE