Customer Service/Returns & Exchanges
CONTACT/QUESTIONS/STATUS OF ORDERS:
The best way to contact us is by e-mail at Thirdcoastfutons@sbcglobal.net. Please provide your first and last name and the last four digits of your order# whenever inquiring about the status of your order. All e-mails are responded to within 24-48 hours. Please be sure that your Spam filter will allow e-mail from our e-mail address of thirdcoastfutons@sbcglobal.net so that we may contact you regarding your order if need be.
If you prefer to leave a voice message via telephone, you may do so at 269-323-9667, however, please be aware that voice messages are checked Monday-Friday, 10am-5pm EST. When leaving a voice message, please provide your last name, phone number and the last 4 digits of your order number, along with repeating your phone number for a second time. Also please provide your time zone, so that we may return your call during appropriate hours. We will respond to all voice messages within 24-48 hours, Mon.-Friday, 10am-5pm EST.
ORDERING INFORMATION:
Many items here at Third Coast are hand-made, special or custom ordered specifically for you, therefore payment is required in-full when placing an order.
Please note that your credit card will be charged in-full for all items in your shopping cart when your order is processed here at Third Coast, usually within 24-48 hours of placing your order. You will receive an e-mail confirmation indicating if any of the items you ordered are on back-order and if so you may cancel specific items or the entire order and your card will be refunded immediately. If an item is back-ordered for more than 4 weeks and you wish to leave the order in place, we will refund your charges and re-charge you when the item is shipped out to you, using the same form of payment as in your placed order.
ESTIMATED SHIP TIME:
We know that once you place an order you are anxious to receive the merchandise and we make every effort to get your merchandise out to you as quickly as possible. In-stock merchandise will be shipped out to you within 1-3 business days. Some of our items "drop-ship" directly from our suppliers, and in this case we ask that you please allow anywhere from 7-10 business days, depending on their stock, for delivery to your door. We will notify you if an item is on back-order through our supplier and in this case, you may cancel the order at any time before it is shipped to you, and you will be credited immediately.
Some items, especially large rugs, are hand-made as you order them and may require 2-4 weeks for delivery time. We will notify you if this is the case. If you do not wish to wait, you may cancel the item(s) at any time. If you cancel the item(s) within 48 hours of being notified of ETA, you will not be charged the "return" fees.
Some large or oversized items** require delivery via freight carrier. For these items a shipping charge will be calculated and added to the order. A Customer Service representative will contact you via email to provide the shipping and order totals.
* Promotion excludes: Alaska, Hawaii and any states/territories outside the continental US and Canada. Canadian customers are responsible for all duties and taxes.
** Items shipping via freight carrier include but are not limited to: furniture and 10' x 14' rugs.
SHIPPING OF FURNITURE AND MATTRESSES:
Shipping costs for furniture and mattresses are estimated after checkout. Once you have placed an order for these items, we will contact you with the final shipping rate. We will not process your order until we receive your approval of the final quote. Mattresses and furniture take 4-8 weeks for delivery and are shipped via common carrier. Please note that in general, the delivery people do not bring these items inside your home, and they do not take packaging away. These services, however, may be available for an additional fee. Please let us know if you would like for us to check if this is an option for you.
Please inspect all furniture and mattresses upon arrival and DO NOT ACCEPT any shipment that has been opened or tampered with. Refuse any package that appears ripped or damaged. Please note that you must do this before the driver leaves your home since furniture and mattresses cannot be returned unless there is a defect with the product that is covered under the manufacturer’s warranty.
RETURNS:
Third Coast Futons and Furniture accepts returns for most items within 30 days of the purchase date. Please note that we do not accept returns for furniture, bedding (including pillows), mattresses, mattress pads and toppers, unless the item has been deemed defective upon delivery.
All returns must be authorized in advance by email or phone. Products must be returned in their original packaging, and be in new condition. Packing receipts should be included. Shipping and handling charges are non-refundable, and customers must use one of the following insured or traceable services to ship returns: United States Postal Service, UPS, FedEx, or DHL. Once you have received a return authorization, we will give you the appropriate mailing address to send your package.
RETURNS ON RUGS:
If you are not completely satisfied with your rug purchase simply return your unused product within 30 days for full refund of purchase price. Please inspect your items upon receipt and notify us within 5 days of any damage; we will arrange for prompt replacement.
Upon receipt in our warehouse, our quality control team will inspect the return to ensure first quality condition. We cannot accept product returned for normal wear and tear or products that are damaged, soiled, or not in a resale-able condition. Your credit will be processed and automatically applied to the original credit card used for the purchase less the returned shipping costs. Please note credit card companies' refund timelines may differ and it can take up to two weeks for the credit to post to your account.
*If you are returning an item that you received free shipping on, you must still pay for shipping back to our warehouse if you are returning the item*
The best way to contact us is by e-mail at Thirdcoastfutons@sbcglobal.net. Please provide your first and last name and the last four digits of your order# whenever inquiring about the status of your order. All e-mails are responded to within 24-48 hours. Please be sure that your Spam filter will allow e-mail from our e-mail address of thirdcoastfutons@sbcglobal.net so that we may contact you regarding your order if need be.
If you prefer to leave a voice message via telephone, you may do so at 269-323-9667, however, please be aware that voice messages are checked Monday-Friday, 10am-5pm EST. When leaving a voice message, please provide your last name, phone number and the last 4 digits of your order number, along with repeating your phone number for a second time. Also please provide your time zone, so that we may return your call during appropriate hours. We will respond to all voice messages within 24-48 hours, Mon.-Friday, 10am-5pm EST.
ORDERING INFORMATION:
Many items here at Third Coast are hand-made, special or custom ordered specifically for you, therefore payment is required in-full when placing an order.
Please note that your credit card will be charged in-full for all items in your shopping cart when your order is processed here at Third Coast, usually within 24-48 hours of placing your order. You will receive an e-mail confirmation indicating if any of the items you ordered are on back-order and if so you may cancel specific items or the entire order and your card will be refunded immediately. If an item is back-ordered for more than 4 weeks and you wish to leave the order in place, we will refund your charges and re-charge you when the item is shipped out to you, using the same form of payment as in your placed order.
ESTIMATED SHIP TIME:
We know that once you place an order you are anxious to receive the merchandise and we make every effort to get your merchandise out to you as quickly as possible. In-stock merchandise will be shipped out to you within 1-3 business days. Some of our items "drop-ship" directly from our suppliers, and in this case we ask that you please allow anywhere from 7-10 business days, depending on their stock, for delivery to your door. We will notify you if an item is on back-order through our supplier and in this case, you may cancel the order at any time before it is shipped to you, and you will be credited immediately.
Some items, especially large rugs, are hand-made as you order them and may require 2-4 weeks for delivery time. We will notify you if this is the case. If you do not wish to wait, you may cancel the item(s) at any time. If you cancel the item(s) within 48 hours of being notified of ETA, you will not be charged the "return" fees.
Some large or oversized items** require delivery via freight carrier. For these items a shipping charge will be calculated and added to the order. A Customer Service representative will contact you via email to provide the shipping and order totals.
* Promotion excludes: Alaska, Hawaii and any states/territories outside the continental US and Canada. Canadian customers are responsible for all duties and taxes.
** Items shipping via freight carrier include but are not limited to: furniture and 10' x 14' rugs.
SHIPPING OF FURNITURE AND MATTRESSES:
Shipping costs for furniture and mattresses are estimated after checkout. Once you have placed an order for these items, we will contact you with the final shipping rate. We will not process your order until we receive your approval of the final quote. Mattresses and furniture take 4-8 weeks for delivery and are shipped via common carrier. Please note that in general, the delivery people do not bring these items inside your home, and they do not take packaging away. These services, however, may be available for an additional fee. Please let us know if you would like for us to check if this is an option for you.
Please inspect all furniture and mattresses upon arrival and DO NOT ACCEPT any shipment that has been opened or tampered with. Refuse any package that appears ripped or damaged. Please note that you must do this before the driver leaves your home since furniture and mattresses cannot be returned unless there is a defect with the product that is covered under the manufacturer’s warranty.
RETURNS:
Third Coast Futons and Furniture accepts returns for most items within 30 days of the purchase date. Please note that we do not accept returns for furniture, bedding (including pillows), mattresses, mattress pads and toppers, unless the item has been deemed defective upon delivery.
All returns must be authorized in advance by email or phone. Products must be returned in their original packaging, and be in new condition. Packing receipts should be included. Shipping and handling charges are non-refundable, and customers must use one of the following insured or traceable services to ship returns: United States Postal Service, UPS, FedEx, or DHL. Once you have received a return authorization, we will give you the appropriate mailing address to send your package.
RETURNS ON RUGS:
If you are not completely satisfied with your rug purchase simply return your unused product within 30 days for full refund of purchase price. Please inspect your items upon receipt and notify us within 5 days of any damage; we will arrange for prompt replacement.
Upon receipt in our warehouse, our quality control team will inspect the return to ensure first quality condition. We cannot accept product returned for normal wear and tear or products that are damaged, soiled, or not in a resale-able condition. Your credit will be processed and automatically applied to the original credit card used for the purchase less the returned shipping costs. Please note credit card companies' refund timelines may differ and it can take up to two weeks for the credit to post to your account.
*If you are returning an item that you received free shipping on, you must still pay for shipping back to our warehouse if you are returning the item*
