Return & Refund


 

RETURNS

We hope that you enjoy your items when they are delivered, and our team works year-round to select high-quality and craftsmanship from our suppliers. 

If you are not completely satisfied with your purchase, please contact us at customerservice@bigboxfurniture.com to return or exchange your item(s) within 30 days of the delivery date, with proof of purchase. Note that returns or exchanges are not accepted for items that have been installed, mattresses and/or foundations no longer in their original packaging, and other items as designated on the product pages as final sale. Other exclusions may apply. Contact us for details. 

Customers must contact us in advance of returning items to receive a Return Authorization Number and appropriate instructions. Returns sent that do not include Return Authorization will not be accepted.

A 20% return fee will be deducted from credit card submitted.  It is the customer's responsibility to pay for shipping the item(s) back to Big Box Furniture Co., or one of our affiliates. For returns of rugs, lighting, furniture, and all other items, the cost of the initial shipment plus a 20% return fee will be deducted for the return on your credit card.

Upon return, your item will be inspected, and exchanges, credits or refunds will be issued to the original method of payment. Any taxes charged will be refunded in accordance with applicable laws. Delivery fees are non-refundable except for manufacturer defects or transit damage. Big Box Furniture Co. reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the client.

RETURNING ORDERS FROM OUTSIDE THE 48 US CONTIGUOUS STATES
International orders cannot be returned.

PREPARING YOUR RETURN
Big Box Furniture Co reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage in return transit, installation or misuse by the client. All items must be shipped back securely within their original, protective outer packaging/parcel, and internal protective material, or items must be repackaged with adequate, protective material and an outer box/parcel without exception. Damaged and unpackaged returns will not be accepted.

DAMAGED OR DEFECTIVE ITEMS
If your orders are delivered via Freight or LTL Truck Carrier, customers agree to inspect goods before accepting delivery.  If any item arrives damaged or is defective, customers must reject the delivery and notify Customer Service within 48 hours.

If UPS, USPS or FEDEX deliveries arrive with evidence of damage, customers must notify Customer Service within 2 business days of original delivery date.
Images of any damaged and/or defective items are required to be sent via email before return authorizations can be issued.

If your item is being delivered with an oversize or white glove carrier, please thoroughly inspect your item before signing for the delivery. Damages or defects or missing items must be noted on the receipt with the carrier. If the receipt from the carrier is signed and issues are not notated, Big Box Furniture Co. is not responsible for any defects or damages found after delivery is completed.

If you have received item(s) that are incorrect and not as indicated on your purchase receipt, please notify the Customer Service team within 2 days to initiate a replacement request.

Any notifications or damage claims initiated outside of the above-referenced time frames will not be honored. We cannot process a claim or issue a return on lighting, rugs or any items that have been installed. 

LOST PARCELS
In the event that the package is not received or lost in transit but shows delivered to the shipping address associated with the order, Big Box Furniture Co will not be liable for non-receipt of goods or replacement of goods. Big Box Furniture Co will assist in filing a trace and claim with the respective carrier to assist client in locating lost parcels. 

Parcels that are unclaimed or refused will be subject to applicable return and re-stocking fees and will not be considered cancelled.