Damaged merchandise

In the unlikely event that something goes wrong with your delivery, Comfort House is ready to help make it right.

Damaged Merchandise

PLEASE NOTE: If delivery is made by common carrier truck (meaning not a small package delivery service like UPS, Fedex, DHL), please open and inspect your merchandise carefully before signing for it. We can not accept responsibility for damage unless it is noted on the delivery receipt and reported to us immediately.

If the delivery person is at your door and the goods are clearly damaged, refuse delivery. Notify us by email immediately.

If the delivery person is at your door and you have reason to believe the goods may be damaged (such as a rattling noise or a tear in the carton) but you won't know until you open the package, accept delivery if it was NOT made by common carrier truck (for instance it if was made by UPS, Fedex, or DHL) and advise the driver to record the possible damage and confirm that he/she has done so on their signature board. If when you open the merchandise it is actually damaged, notify us by email immediately. Advise us that the damage was recorded with the driver and provide as much specifics as possible about the damage. Take photos of the damage to mail or email to us. Then, place the item back into the carton so it is the same as when you received it and await our instructions.

If the delivery has been made and the damage was concealed, notify us by email immediately. Provide as much specifics as possible about the damage in your email. Take photos of the damage to mail or email to us. Then, place the item back into the carton so it is the same as when you received it and await our instructions. Sorry, we can not accept concealed damage claims on common carrier deliveries so please inspect your delivery by truck carefully before signing for it.

If the merchandise is furniture, most furniture includes a Consumer Hotline dedicated to assisting you with damaged parts that require replacement. You will usually find the number on the box or in the product manual. If you have received damaged furniture, first contact the manufacturer's Consumer Hotline for assistance. Replacement parts will be sent at no charge to you. If the manufacturer determines at their sole discretion that replacement parts will not resolve the trouble, replacement merchandise will be sent at no charge to you. If the manufacturer advises you to contact us, please email us immediately. Please provide as much specific information as possible about the damage and include photos of it. Include the time and date of your contact with the manufacturer's Consumer Hotline, the full name and extension number of the representative that helped you, and what action they advised you to take. If you can not locate the manufacturer's Consumer Hotline number, please contact us for it.

Actual shipping and handling charges are not refundable (actual shipping costs usually exceed the amount that we charge you to ship your order), therefore, we recommend replacement parts for damaged items whenever possible. This is especially true of furniture where the shipping costs can be hundreds of dollars.

For all damaged merchandise reports, be sure to include your
order number, name, address, and phone number in your email and include your photos.
We'll acknowledge your email within 1 business day and let you know how we will make things right. If you do not receive an acknowledgment within 1 business day, we have not received your email.
section: Terms and Conditions

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