Terms & Conditions — Burled Co

Terms and Conditions

Ordering

Orders may be placed via the website, email, phone, or in person. Our production team will begin construction upon approval and receipt of a 50% deposit. Please review the purchase order and attached drawings (if applicable) carefully for errors and/or omissions. Approving the purchase order constitutes acceptance and full responsibility for any errors, omissions and legal compliance in this document and the purchase order. The Burled Co. cannot accept liability for any errors overlooked once the invoice has been approved and paid for. Any changes made to an invoice are subject to additional charges.

Payment

We accept Visa, MasterCard, Discover and American Express, which typically process within 24 hours of order placement. There is a 5–7 business day hold placed on all checks received. Merchandise cannot be held without payment. Prices and available inventory are subject to change until an order is signed and paid for. Payment is due in full when production is complete.

Lead Time

Each piece of furniture at The Burled Co. is individually constructed by hand by our team of skilled woodworkers and craftsmen. As a result, please allow approx. 3-4 weeks from the purchase date for the completion of your standard order. Lead times may vary outside of this range due to certain factors such as the number of pieces ordered, holidays, production delays, etc. If any revisions and/or additions have been made to your order, please allow 3-4 weeks from the date the revisions/additions took place. Custom orders typically require a minimum of 4-6 weeks from the date we receive signed approval of your design. Your purchase order will indicate an estimated lead time for your particular order.

Finishes

Wood, Wood Veneers, Burl, Lacquers and Grass Cloth

Due to the inherently unique qualities of wood, wood veneer, and burl, variations such as grain color, grain pattern and unique markings must be expected. These variations can be present on each piece of furniture and within the same door/drawer front and are not considered defects. Lacquers may vary slightly in hue due to slight variations from the lacquer manufacturer. Color representations on computer terminals and screens can be different based on settings and various display technologies. You agree that you cannot dispute the finish, color, texture or any other physical attribute after taking delivery of a product.

Other Materials

Color, texture, and graining variations can occur in natural products like leather, glass, fabric, stone. These are not normally considered imperfections. Colors are bound to have variations in every production line. Color representations on computer terminals and screens can be different based on settings and various display technologies. You agree that you cannot dispute the finish, color, texture or any other physical attribute after taking delivery of a product.

Shipping Charges / Taxes

Unless otherwise noted, shipping charges are not included in the order total at the time of purchase. Delivery/shipping estimates and estimated ship times are good faith estimates only and are subject to change at any time. Please contact The Burled Co. for an estimate to the “SHIP TO” address.

Shipping & Delivery Policy / Customer Pickup Policy

Merchandise is shipped from our Dallas facility to your delivery address via a third party carrier. Customer pick-up of furniture from our facility can also be arranged with a minimum of 24-hours notice. You are welcome to use a carrier of your choice (All delivery charges and arrangements are to be made directly with your delivery carrier.) The Burled Co. is not liable for any loss, damage, cost or expense related to any delay in shipment or delivery. We cannot deliver to APO, FPO, PO Boxes or personal mailboxes. Please use a valid street address for delivery of your order. It is entirely your responsibility that the furniture dimensions allow for easy delivery through doorways, passageways, stairways, etc. and will fit into your living space. You will be responsible for making yourself available to receive and inspect the product from the carrier at the time of delivery.

FOR FURNITURE PICKED UP AT OUR PRODUCTION FACILITY:

Inspect the furniture thoroughly. The Burled Co. is not responsible for any damage that occurs once furniture has been signed off.

IF THE FURNITURE IS NOT WHAT YOU ORDERED:

Please contact us immediately so that we can promptly resolve it for you. Claims received after 24 hours of delivery will not and cannot be processed. Refunds are not issued except in the case of defective merchandise we are unable to replace.

IF YOUR FURNITURE ARRIVES DAMAGED:

Inspect your furniture immediately upon receipt. Please be aware that furniture is highly susceptible to damage during transit. The Burled Co. will file all claims for replacement of damaged or defective furniture should the product arrive with a problem. We only require you to follow a few procedures (stated in the next several paragraphs) that are required in the claims process.

IF THERE IS DAMAGE OF ANY KIND, YOU MUST MAKE SURE THE DRIVER NOTES THE DAMAGE (regardless of whether you ACCEPT or REJECT the shipment). You have the option of having the driver note the damage and ACCEPT the piece(s), or REJECT the damaged item and have the driver note the damage. YOU, THE CUSTOMER, WILL BE RESPONSIBLE FOR MAKING YOURSELF AVAILABLE FOR TAKING THE DELIVERY AND INSPECTING THE PRODUCT AT THE TIME OF DELIVERY. If you authorize the product to be delivered in your absence or without your inspection, you automatically represent that the product is received in good condition and will void all rights to returns, claims and insurance. If damage has occurred, you agree to refuse ONLY the item that is damaged and make notations on the freight bill. You are also required to submit digital photographs of damaged material that should be clearly visible in the digital photograph to substantiate the claim within one week of receiving the shipment. We will need some digital photographs clearly indicating the damage. In cases where multiple items are part of an order, insurance claims are limited to the value of the damaged item or items after the above-mentioned evidence is submitted and approved. Items received in good condition or without any evidence of damage as stipulated above will be charged as listed above in the payment section.

The Burled Co. is not liable for damages other than those mentioned on the trucker’s delivery receipt. Please ensure you inspect the content of all packages before signing on the trucker’s receipt. THE TRUCKER WILL NOT UNCRATE OR OPEN THE PACKAGE. YOU THE CUSTOMER WILL HAVE TO OPEN THE BOXES AND INSPECT THE CONTENTS. YOU CAN REFUSE TO ACCEPT THE DELIVERY IF THE TRUCKER DOES NOT ALLOW YOU TO INSPECT THE PACKAGE. WE WILL RE-SCHEDULE THE DELIVERY ACCORDINGLY.

Unless otherwise noted, shipping and delivery charges are not included in the order total at the time of purchase. Delivery & shipping estimates are good faith estimates only and are subject to change at any time. Ship time estimates by third party carriers cannot be guaranteed by The Burled Co.

Delivery & Setup Services

All furniture delivery estimates and charges include insurance and are for standard curbside delivery to your delivery address in a reasonable agreed upon time frame. As mentioned previously, we use third party furniture delivery carriers and other major delivery companies to deliver your product. The shipping company will contact you prior to delivery to schedule a drop off time. Curbside delivery by definition means the trucking service will park in front of your delivery address and you will need to receive the product from the back of the truck. Residential standard curbside delivery DOES NOT include inside delivery or assistance in removal of packaging or setting up your product. For an additional fee, you have the option of selecting threshold or white glove delivery which are described below.

Threshold Delivery is available for an additional fee and includes the item(s) be brought in and placed inside your residence. We recommend this service to customers in apartments, multi-unit buildings or offices. Threshold delivery does not include opening, assembly or removal of packing materials. It also does not include moving of existing items.

White Glove Delivery service is available for an additional fee which includes a delivery appointment, inside delivery, assembly (on request) and installation in your room of choice and removal of all packing materials. The delivery window for White Glove service varies, please contact a The Burled Co. representative for specific ship time estimate.

The customer agrees that the name, phone number, email address and other contact information can be given by The Burled Co. to the trucker or any other shipping agent to coordinate deliveries and improve customer satisfaction and efficiency.

Any change of a “Ship To” delivery address requires written confirmation by email with The Burled Co. Only then would this change be considered effective and valid. The delivery personnel will be responsible for delivering the Product only curbside, as described above. The delivery personnel are not permitted to handle furnishings already in your home, so it’s important that you know ahead of time where the Product will be placed, and plan accordingly. The Product specifications (height, width, depth, weight, and other relevant details) will be provided to you at order confirmation, so you are adequately prepared. The Burled Co. does not have storage facilities and cannot provide the same.

The Burled Co. is responsible for making payments to its shipping and delivery vendors directly. You, the customer, do NOT have to pay anything to the truckers at the time of delivery or at any other time. Any and all such payments, if made by the customer to the carrier company or its representatives, for any additional or existing services will be at your sole discretion and cost. You agree that The Burled Co. will not refund such payments under any circumstances.

Pricing

Prices are subject to change at any time. While we strive towards our goal of a 100% error-free world, mistakes can happen and we cannot guarantee that any or all content is accurate or complete, including price information, product specifications, lead time, or any other attribute listed on the web site or in our stores. In the event a product is listed at an incorrect price due to a typographical or any other error on any page on the website, brochure, promotional material or any other electronic or hard copy document, The Burled Co. will have the right to refuse, cancel, modify, or take any action it may consider appropriate to address the error for any inquiry, quotation, purchase order or orders placed for products listed at the incorrect price, regardless of whether an order confirmation has been sent or not, and/or any payment has been made or not. If we discover such errors, they will be corrected on our system using best efforts on the part of The Burled Co., and the corrected price or other information will be notified to you, and will be applied to your Purchase Order or Orders. If one or more payments have already been made and your order is confirmed, accepted, refused, cancelled, or modified in such a case of incorrect price, The Burled Co. will refund any payment or payments you have already made for such item or items. Such a Purchase Order or Orders will not be considered confirmed, and the item or items will not be shipped due to the non-validity of the Purchase Order or Orders. If a product is listed at an incorrect price, The Burled Co. reserves the right to refuse, cancel or limit any order placed at the incorrect price. In no event shall The Burled Co. be liable to sell or ship the product to the customer at the inaccurate price. The customer’s sole remedy in such cases will be the full refund of any funds that we have collected in reference to the cancelled products and/or services.

Changes to the Terms Conditions

The Burled Co. reserves the right, at its sole discretion, to change, modify, add or remove any portion of the Terms in whole or in part, at any time without notification. If you disagree with any changes to the terms, your sole recourse is to stop using this Site. Your continued use of the Site after any changes to these Terms are posted will be considered acceptance of those changes. You should periodically check the “Terms and Conditions” link on The Burled Co.’s homepage to view the current Terms & Conditions. The Burled Co. may, in its sole discretion, terminate, change, suspend or discontinue any aspect of the The Burled Co. Site, temporarily or permanently, including the availability of any features of the Site or access to any parts of the Site, at any time without notice to you, and you fully agree that in no event shall The Burled Co. be liable for such actions as it deems fit. If a product is listed at an incorrect price, The Burled Co. reserves the right to refuse, cancel or limit any order placed at the incorrect price.

Cancellation & Refund Policy

Refunds are not issued except in the case of defective merchandise we are unable to replace.

For online shoppers, you must contact us for an authorization number. You have 7 days to make an exchange or to return for credit once an authorization number has been issued. Once we receive your return, please allow 1-2 weeks for processing. Your credit or exchange = (purchase price + tax) – shipping fees. We do not pay shipping costs to deliver or return an item.

If the item is not what you ordered: Please contact us immediately so that we can promptly resolve it for you. Claims received after 24 hours of delivery will not and cannot be processed. Refunds are not issued except in the case of defective merchandise we are unable to replace.

Furniture

All furniture sales are final. Standard orders cancelled after 24 hours may be subject to a minimum 25% or maximum 50% cancellation fee and cannot be cancelled after 3 days. Custom orders (i.e. custom colors and/or dimensions) subject to a minimum of 25% cancellation fee and cannot be cancelled after 24 hours.

Guarantee

Happy customers make us happy. The Burled Co. takes great care to insure that every piece of furniture that we sell meets the highest standards of quality and craftsmanship. We stand behind the quality of everything we sell and your satisfaction with our products is of the utmost importance to us. All of our products are guaranteed by the manufacturer and insured by the shipping company to arrive in perfect condition. Please visit our Furniture Care section for helpful information on how to care for your product. Because of the nature of wood products to change over time due to light exposure, moisture, heat, or other factors, we cannot warrant against changes that may occur naturally over time. If for any other reason you are not satisfied with your purchase, please contact us within 7 days of delivery. We will make every effort to insure that you are happy with your purchase.

Our guarantee does NOT cover:

Variations in the color or graining of wood, wood products, burl, lacquer, fabric or other materials, including dye lots; natural markings inherent in the finish of any material.

Damage including scratches, chips, rips, tears and glass or mirror breakage due to normal household use, misuse, abuse or accidents; damage or discoloration caused by sunlight; wear, shading or shrinking of any fabric due to improper cleaning; damage due to moving the furniture from the original delivery location or address.