STORE POLICIES / TERMS AND CONDITIONS
You may login using your email address and chosen password to view order history, print receipts, and pick up tracking information and details regarding your order. You may also email firstname.lastname@example.org or call our Order Status Department on 1-800-705-6217 x 2.
Roveconcepts.com is located in British Columbia, Canada, and charges no sales tax on any orders shipped outside of Canada. You are expected to comply with your state 's current laws regarding purchases over the internet.
Your credit card will be automatically charged for outstanding payments, including but not limited to overdue invoices and remaining balances for custom orders. Custom order balances will be taken during the shipping process. Once a transaction has been completed, there will be a charge of 6% of the transaction amount for changing credit card information.
FURNITURE ORDER PROCESSING TIME
Orders in stock take approximately 1 – 5 business days to process. A shipping order will be created from the delivery company to pick up the order at which time a tracking number will be created. The tracking number and other tracking information are provided via email within 2 – 5 business days.
Continental U.S. & Canada Furniture Delivery Option and Transit Times.
Delivery estimates are good faith estimates only. Roveconcepts.com will not be liable for any loss, damage, cost or expense related to any delay in shipment or delivery. Modloft and MASH Studios products are only applicable for Standard Shipping and will arrive on separate carriers. We cannot ship to post office boxes. You may view Store Policies here:
- Standard Shipping
(Estimated 7 – 16 business days in transit) Standard Shipping for US shipments includes a delivery appointment and delivery to the ‘first dry area ', meaning to the threshold or garage of a single-detached house, or lobby or service area of a high-rise building. Standard Shipping for Canadian shipments is a curb-side delivery service and it will be the customer 's responsibility to remove the item off of the truck and bring it inside.
- White Glove
(Estimated 7 – 16 business days in transit) White Glove service includes a delivery appointment inside delivery up to 2 flights of stairs, placement, and removal of large packaging materials.
- Express Shipping
(Estimated 3 – 9 business days in transit) Express Shipping is a curb-side delivery service. It is the customer 's responsibility to remove the item off of the truck and bring it inside.
WHITE GLOVE SHIPPING TERMS
Once an order has been shipped, an upgrade to White Glove Shipping will incur a significant surcharge to the customer, with an understanding that the arrangement will cause delays in shipping times. White Glove service cannot be combined with Express Shipping, Modloft products or MASH Studios products. White Glove service is only available in the continental United States and certain areas in Canada. Please consult customer service to inquire about your area.
Shipping charges and non-refundable once items have left our warehouse, including damaged or defective shipments. Any additional charges accrued with the delivery company will be transferred to the customer. These includes, but are not limited to, isolated zip or postal codes (e.g. back road, islands etc.), missed attempted delivery charges, additional delivery services and other potential charges associated with the order. Shipping to Hawaii, Alaska and Puerto Rico is not available, and shipping outside of Canada and the United States is not available.
WHITE GLOVE SHIPPING TERMS
Once an order has been shipped, an upgrade to White Glove Shipping will incur a significant surcharge to the customer, with an understanding that the arrangement will cause delays in shipping times. The White Glove service cannot be included in Express Shipping. White Glove service is only available to certain areas in Canada. Please consult customer service to inquire about your area.
DELAYED DELIVERY SERVICE
If there is a specific time period when you may not be able to accept delivery, you must notify us at 1-800-705-6217 before placing your order to discuss the possibility of delayed delivery. If you learn of a delivery conflict after placing your orders you must notify us prior to shipment. Temporary storage may be possible, but storage fees will apply on a per day basis and at the cost of the customer. Online orders are not eligible for delayed delivery service. Consignee changes require written notice 5 business days prior to shipment.
If the customer is unable to take delivery of the order 's items within 30 days of being contacted that the items are ready to ship, warehouse storage charges will be applied to the customer. If the customer is unreachable by phone and/or email, unable, or unwilling to take delivery of the items after 30 days of Rove 's efforts to inform the customer of delivery, the customer forfeits the non-refundable deposit paid and Rove has full discretion on how the order 's items are to be handled.
BUYER 'S REMORSE
If you change your mind about an item, contact us within three (3) days of receipt, your refund will be reduced by a restocking charge equal to 15% of the purchase price. For refunds and exchanges, the customer is responsible for outbound and return shipping costs, and for shipping costs of the new item if applicable. Returns must be received in original condition within 30 days from the date of receipt and/or not received in original condition cannot be refunded. Refunds can only be issued via the method used by the original purchase.
Standard Shipping, Express Shipping and White Glove Delivery service charges are not refundable. We do not accept any returns or exchanges on custom and special order furniture. We encourage you to thoroughly examine all items upon receipt.
Non-stock items, custom orders, lighting and polycarbonate items are not returnable and non-refundable.
CUSTOM ORDER POLICY
A 50% non-refundable production deposit is placed to begin production for a custom order. Once production has commenced, the deposit cannot be refunded as all costs of production have been incurred.
Production and delivery lead times are estimates. In the unlikely case of a custom order exceeding 18 weeks from the date of the deposit, the customer has the right to cancel the custom order for a full refund of the deposit.
Once a custom order has been submitted there are no guarantees that they are able to be modified. Charges may apply to approve any production modifications.
Your credit card will be automatically charged for outstanding payments according to our Store Policy, including but not limited to overdue invoices and remaining balances for custom orders. Custom order balances will be taken during the shipping process.
The Rove Guarantee applies to custom orders only to the extent of defects or damages. Custom orders are not able to be returned or refunded based on buyer 's remorse.
If the customer is unable to take delivery of the order 's item within 30 days of being contacted that the items are ready to ship, warehouse storage charges will be applied to the customer. If the customer is unreachable by phone and/or email, unable, or unwilling to take delivery of the items after 30 days of Rove 's effort to inform the customer of delivery, the customer forfeits the non-refundable deposit paid and Rove has full discretion on how the order 's items are to be handled.
DAMAGED OR DEFECTIVE ITEMS
We stand behind the quality of products we sell. While cases are rare, damages and defects do happen once in a while. You must inspect your item(s) upon delivery. If damage is noted, you must sign off with the carrier agent "Damaged Upon Arrival". Please take pictures to document the damage. If an item is structurally intact and usable, accept the item. If an item is structurally damaged and completely unusable, refuse the item. If you refuse the whole shipment, including undamaged items, you are responsible for accepting the re-delivery of the undamaged items within 7 days, in addition to all costs associated with the re-delivery including but not limited to storage fees. To file your claim, contact us within three (3) days, and we will attend to your claim. We insist you contact us via E-mail so that all communication is clearly documented. Claims received past three (3) days from date of confirmed delivery via tracking code will not be eligible. For all damages and defects, we will require clear photographs to be attached with your claim within the three (3) days of delivery. We will send out a new product, a replacement part, offer blemish discount, or offer local repair reimbursement at our discretion. If you do not wish to accept any of our solutions to the case, you will be responsible for returning the item(s) to us in order to receive your product refund.
Rove offers a simple, no hassle return policy with no restocking fees! To return an item, simply follow these instructions:
- Email a written request for a Return Authorization Number (R.A.N.) within 3 days of delivery. Please reference your order # in the email subject, and describe your situation for the return in the body. All returned items must be in their original condition and packaging, complete with materials.
- After you receive your R.A.N. confirmation, you will be responsible for shipping the item back to its warehouse of origin and all associated costs. Items must be returned via the same method it was delivered to you (LTL, small parcel, etc.). All returns must be received at our warehouse within 30 days of your R.A.N.'s issue.
- Once your item is received and deemed to be in original condition, you will receive a full refund on your paid amount, less any shipping and delivery charges on the order. If any returned item is received with damage, it is your responsibility to file a freight claim for reimbursement from the carrier.
*Please note that furniture can be damaged during transit. Items are packed carefully to avoid damage during shipping. Retain and return the original packaging materials, original receipt and all merchandise tags for items. You may need to provide supplementary packing materials if the outer carton has become worn during the original delivery. See more details in the Buyer's Remorse Policies.
Orders canceled after 24 hours may be subject to a minimum 15% handling administrative fee, in addition to any shipping charges incurred.
Refunds can only be issued via the method of the original purchase. It may take up to 5 business days for credit to appear. Rove Concepts cannot be held responsible for third party costs. Returns received past 30 days from the date of receipt and/or not received in original condition cannot be refunded. Shipping charges, custom and special order furniture, non-stock items, lighting and poly-carbonate are non-refundable. Standard Shipping, Express Shipping, and White Glove Delivery Service charges are not refundable. We do not accept any returns or exchanges on custom and special order furniture.
In placing an order, you warranty that you are over 18 years of age, and that you are providing accurate, true and complete information, and that you have the authority to place the order.
DISCLAIMER OF WARRANTIES
You expressly understand and agree that your use of this site is at your sole risk and that this site is provided on an “as is” and “as available” basis. Roveconcepts.com makes no representations or warranties of any kind, express or implied, as to the operation of this site or the information, content, materials or products included on this site except otherwise stated in our 3 year limited product warranty.
You agree to indemnify and hold harmless rove and roveconcepts.com and its officers, directors, employees and suppliers, from any claim, demand, action or damage, including reasonable attorneys ' fees, made or incurred by any third party arising out of or related to your use of this site.
We reserve the right to terminate your account and restrict your use of this site if we have reason to believe you have violated any of these terms and conditions, including providing us with false information.
ROVE LIMITED WARRANTY
- What Does this Warranty Cover?
This warranty covers manufacturing defects in Rove Concepts furniture.
- How Long Does The Coverage Last?
This Warranty starts from the date of delivery. This warranty lasts for 3 years on any metal or wood structural failures from normal non-commercial usage. This warranty lasts for 1 year on any workmanship related failures. Examples are threading, piping, and buttons that come loose from normal non-commercial usage.
- What Will Rove Do?
In the case of the 3 year warranty on any metal or wood structural failures, Rove Concepts will provide replacement parts. The customer is responsible for any labor and/or shipping charges. In the case of the 1 year warranty on any workmanship related failures, including threading, piping and buttons, Rove will reimburse local repair charges under the conditions that 1) The repair service quote is first approved by Rove Concepts and 2) Rove Concepts directly pays the repair service for the repairs detailed in the invoice.
- What Does This Warranty Not Cover?
This warranty does not cover marble, paint, leather, fabric, fiberglass, foams and coating materials. Any problem that is caused by abuse, misuse or an act of god (such as a flood) is not covered). Consequential and incidental damages are not recoverable under this warranty. Coverage terminates if you sell or otherwise transfer the furniture.
- How Do You Get Service?
In order to be eligible for service under this warranty, you must go through the Claims Policy process as described in our Store Policies. This will include full documentation of the claim through pictures and/or videos as support.
- How Does State Law Apply?
You are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer. You agree to accept responsibility for all activities that occur under your account or password. If you are under 18, you may use roveconcepts.com only with involvement of a parent or guardian. Roveconcepts.com reserves the right to refuse service, terminate accounts, remove or edit content and cancel orders at its sole discretion.