Klondike Velvet Ottoman

Orders may be placed online 24-hours a day or by calling toll free (305) 968-8129 between 9am - 5pm EST or by sending an email to customerservice@bigboxfurniture.com. Please do not include your credit card information in any email. A Big Box Furniture Co representative will contact you via phone during our regular business hours for processing.

We are pleased to offer free standard shipping throughout the 48 contiguous states. Orders ship via UPS, USPS, FedEx, or Third-Party Shipping services with tracking information available. Please note, tracking information is not always available for P.O. Box deliveries. If you have an APO address, please contact us in advance of making purchases to confirm the item(s) you are interested in can be shipped to your address via.


FREIGHT DELIVERIES
Items of certain shapes, larger sizes and weights are required to ship by a 3rd party freight carrier. When placing an order for an item that ships by freight you will be notified in advance of delivery. Please note, items shipping by freight for free are for curbside or driveway delivery only. We offer White Glove Delivery (inside delivery) on most items, please add this upgrade to your purchase as you check out or contact us before or after making your purchase for associated costs.

Customers are responsible for notifying Big Box Furniture Co by phone or email within 24 hours of receiving a freight shipment if the item(s) are damaged or otherwise not intact. Please open all crates/packaging as soon as it is delivered to check the items. If the shipment appears damaged it is the client's responsibility to reject it as damaged.

WHITE GLOVE DELIVERY

Some of our products are oversized, heavy, fragile or one of a kind, and you may be required to use our Premium White Glove Delivery service to ensure that your order arrives safely to your door. If white glove delivery is selected at checkout (or otherwise requested), you will be charged a $99 Premium White Glove Delivery fee.

When your White Glove Delivery order reaches your local delivery hub, you will be contacted to schedule a by-appointment 4-hour delivery window to receive your order. White Glove Delivery is made Monday through Friday, 8 a.m. to 5 p.m.

The furniture will be carried up to (2) two flights of stairs and delivered to the customer's room of choice. The furniture is then removed from the packaging, setup, and assembled if required along with trash and debris removal.

ORDER PROCESSING
When an order is placed and payment is received, it is instantly sent for processing and shipping preparation. Unfortunately once an order is placed, we cannot alter or change it aside from address changes which can be accommodated within 48 hours of an order being placed for oversized items only. Small parcel address change requests cannot be guaranteed. Once your order has been placed in our shipping queue, we cannot make changes to the order.  Orders may be pulled and queued for shipping but may not yet have live tracking data. Live tracking is available for select carriers but may take as much as 72 hours to populate in third party systems depending on the respective shipment. Freight tracking, particularly for White Glove LTL deliveries and oversized items may not indicate live tracking and the movement of these shipments is managed by our services department as the products are being shipped to you.

Estimated shipping times are typically 5-10 business days from orders being placed. Please note that these are only estimated shipping times and are subject to availability of products and/or manufacturer's availability. If a product you have ordered is out of stock or on backorder, we will contact you with a new estimated shipment date. At that time, you can decide to either keep the order as is, work with our customer service team to find an alternative, cancel the item, or cancel the entire order. Please note, placing an order secures placement in line for product allocation and if orders are cancelled and reinstated, the new estimated ship date may change. Please work with our customer service to determine the details of your specific items and availability. 

We make every effort to display the most current and accurate product availability information. We will notify you via email if a product's availability date changes. If there is an extended lead time, we will alert you as soon as we are made aware and advise of the most current information available from the manufacturer and freight partners.  If your preference is a cancellation, please note, cancellations much be requested in writing via email to customerservice@bigboxfurniture.com  for further assistance. Our team will be able to check the status, verify the order has not yet been dispatched and process your request accordingly.  Orders that have already been docked and are released for shipment cannot be cancelled. Please note, white glove shipments and other specialty shipments traveling via 3rd party freight carrier do not always show tracking at the time they are released for shipment and in some cases all aspects of delivery and the movement of these shipments is managed by our logistics team. 

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 5% return fee will be deducted from the credit, and 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 5% return fee will be deducted from the return credit.

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.

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 Third Party Freight or LTL Truck Carrier(s), 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.