Store Policy

SHIPPING

Continental U.S. & Canada Furniture Delivery Options and Transit Times

Delivery estimates are good faith estimates only. Upon delivery, customers must be available to accept the delivery during a scheduled 4 hour window period for carriers to arrive. Roveconcepts.com will not be liable for any loss, damage, cost or expense related to any delay in shipment or delivery. We cannot ship to post office boxes.  Once an order has been set up for shipment we cannot add additional items to the shipment.  There may be additional costs for weekend delivery, weekend delivery is not always available.  If you have selected pick-up for your order, you must wait for a confirmation call from the warehouse to book a pick up appointment before going to collect your order.

Standard Shipping (Estimated 7 – 18 business days in transit)

Standard Shipping includes a delivery to the threshold, described as the "first dry area or garage" or lobby/service area of a high-rise building, unless shipped with UPS or a small parcel carrier for which a signature will be required upon delivery.  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 – 18 business days in transit) 

White glove service includes a delivery appointment, inside delivery up to 2 flights of stairs, placement, assembly and removal of large packaging materials. Please note, this service does not include assembly for bookshelves/ shelving units. 

SHIPPING CHARGES

Shipping charges and Transfer Fees are 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 include, but are not limited to, isolated zip or postal codes (e.g. back road, islands etc.), missed attempted delivery charges, weekend delivery, storage fees, additional delivery services and other potential charges associated with the order. Once an order has been set up for shipment we cannot accept any changes to the product(s) ordered.  Shipping to Hawaii, Alaska and Puerto Rico is not available, and shipping outside of Canada and the United States is not available.  It is the customers responsibility to keep track of the order from shipment to delivery.  Additional duties may be charged upon delivery for Ferm Living items shipping to Canada.

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 is only available to certain areas in Canada but is available throughout the US. Please consult customer service to inquire about your area.

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. The customer is responsible for arranging any return shipments based on buyer's remorse. Returns must be received in original condition and packaging within 30 days from the date of receipt. Items not received in original condition cannot be refunded. Refunds can only be issued via the method used by the original purchase. If original method of payment is no longer available, we will issue store credit equal to the amount of the refund.

Standard Shipping, Transfer Fees 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. *Due to seasonal holidays, orders submitted from Dec, 24th to March, 24th have an est 14 - 20 week lead time.

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 once your order has arrived at port.

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. 

  • Inspect item upon delivery
  • If damage is noted, accept delivery and sign off with the carrier "damaged upon arrival"
  • Photograph the item and packaging and file a claim
  • If an item is structurally damaged and completely unusable, refuse delivery
  • Do not refuse undamaged items, you are responsible for all redelivery costs, including but not limited to storage fees
  • To file a claim you must contact us through email within (3) days
  • Claims received in excess of (3) days beyond the delivery will not be accepted
  • Photographs must be clear and attached to your claim within (3) days 
  • We will send a replacement via Standard Shipping, offer a blemish discount, or offer local repair reimbursement at our discretion. In the event of a replacement, items with structural damage and/or determined unusable will be fully replaced with an in-stock item where possible; items with aesthetic blemishes will be subject to a custom order replacement.
  • The customer may be responsible for any labour and/or shipping of parts/(s)
  • Rove Concepts’ furniture is for indoor use only, unless explicitly specified, and as such will not cover the costs for damaged or defective items in the event that the furniture was made damaged or defective as a result of customer negligence
  • If you do not accept any of our solutions to the case, you will be responsible for the safe return of the items (s) under our 'Buyer’s Remorse' policy
  • In the event Rove deems all resolution attempts have failed, Rove reserves the right at any time to cancel and refund the damaged or defective item in full, less all associated shipping charges

SPECIAL ITEMS 

Tulip Dining and Side Tables

  • Please note, our Oval Marble Tulip tables are fitted with a unique device called a Tip n Tell. This device will reveal if the crate has been "tipped" over during it's transit time to you. 
    If you notice any blue beads in the clear portion of the arrow head, please fully inspect the table top before signing off.
  • Inspect item upon delivery
  • If damage is noted, accept delivery and sign off with the carrier "damaged upon arrival"
  • Photographs and file a claim
  • If one part is "structurally damaged" and the other part isn't, please accept the undamaged part and refuse the other, e.g. base and table top
  • Do not refuse undamaged pieces, you are responsible for all redelivery costs, including but not limited to storage fees

As part of our claims process, we require the Incident Report Form to be filled out prior to resolution. You can find this form by logging into your account. Please provide photographic or video material to support your claim. Claims filed after (3) business days after delivery date will be considered void.

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.

 

 

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. Consignee changes require written notice 5 business days prior to shipment. If the customer is unreachable by phone and/or email, unable or unwilling to take delivery after 30 days of Rove 's efforts to inform the customer of delivery, the customer forfeits the order along with any balance paid, and Rove has full discretion on how the order 's items are to be handled.

ORDER CANCELLATION

In stock orders already arranged for shipping, or 24 hours past time of placement, is subject to a 15% handling fee if cancellation is requested. If order has already left the warehouse, cancellation is subject to any cost of reverse logistics plus the 15% handling fee. Custom orders cancelled after 24 hours is subject to a 15% administrative fee. If material has already been prepared, the deposit portion is no longer refundable on the order.

If details of an order require the customer's definitive response to ensure order completion and the customer is unreachable or unable to respond within a 30 days starting from first contact attempt, or if Rove is unable to fulfill the order for any reason, the order will be cancelled and refunded in full.

REFUNDS

Refunds can only be issued via the method of the original purchase. If original method of payment is no longer available, we will issue store credit equal to the amount of the refund. 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.

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 5 years on any metal or solid wood structural failures from residential, non-commercial usage. This warranty lasts for 1 year on any soft parts and workmanship related failures. Examples of failures covered in the 1 year warranty are threading, piping, buttons, rubber components, and parts with glue as adhesive, that come loose from residential, non-commercial usage.

What Will Rove Do?
For the 5 year warranty on metal or solid wood structural failures, Rove Concepts will provide replacement part(s) at no charge with a lead time of 8-14 weeks. The customer is responsible for any labour and/or shipping charges on the replacement part(s). For the 1 year warranty on soft parts and workmanship related failures, including threading, piping, buttons, rubber components, and parts with glue as adhesive, 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 does not guarantee the work performed by the local repair service, and cannot be held to further compensation in the event of dissatisfactory repair work.

What Does This Warranty Not Cover?
This warranty does not cover marble, paint, leather, fabric, fiberglass, foams, plywood, veneers, and coating materials. Rove Concepts’ furniture that is not explicitly specified suitable for outdoor use is not covered for damage or defect from outdoor use. Any problem that is caused by other abuse, misuse or an act of God (such as a flood) is neither 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 complete the claims process as described in our Store Policy. This will include full documentation of the claim through pictures and/or videos as support.  If you have any questions about our warranty please feel free to email claims@roveconcepts.com 

How Does State Law Apply?
This warranty gives you specific legal rights. You may also have other rights which vary from state to state.
 

Changes to Terms and Conditions and to Site. Rove reserves the right to modify or change the terms of use of this site with or without notification.

PRIVACY POLICY

Please read our privacy policy for the details of how we treat the information we collect from you and what steps we take for your protection.

ORDER STATUS

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 customercare@roveconcepts.com or call our Order Status Department on 1-800-705-6217 x 2.

SALES TAX

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.

COUPONS / DISCOUNTS

Discounts and coupons and gift cards are limited strictly to one per order. Sale items are not discounted with coupons codes.  Trade or Designer discount cannot be applied to sale items. Store Credit and Coupons can only be used for Rove Concepts items, and cannot be used for shipping charges and accessory/accent items.  To redeem the Newsletter Coupon a minimum order spend of $100.00 is required, the Newsletter Coupon is only applicable to furniture items and cannot be applied to accessory or lighting items.  The Trust Pilot review credit and Newsletter Coupon can only be applied once per customer account.  If a coupon/discount/gift card was missed from the order, we must be notified within 24 hours or the coupon/discount cannot be added or adjusted. 

PAYMENTS

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 once the order has arrived to port. Once a transaction has been completed, there will be a charge of 6% of the transaction amount for changing credit card information or the charge amount. Please note that for pre-orders awaiting backordered items, the full payment will be charged upon placement of the order. If a coupon/discount was missed from the order, we must be notified within 24 hours or the coupon/discount cannot be added or adjusted.  Both the currency and tax for payments are based on the Shipping Address, if an order is shipping to Canada and the billing address is in the USA the card will be billed in CAD with provincial taxes and vice versa, please note that additional admin/exchange fees may be charged by your credit card provider.  We do not accept cheques with a billing address outside of the US or Canada.

USER WARRANTIES

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 5 year limited product warranty.

INDEMNIFICATION

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.

TERMINATION

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.

YOUR ACCOUNT

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.

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