Return privileges and refund policy - Terms and conditions of sale

Most of our items are custom made, made to order, personalized, or special order, as shown in the product description, and therefore not returnable.

In the unlikely event that something goes wrong with your delivery, Comfort House is ready to help make it right. Please email us at customerservice@comforthouse.com and include a photo illustrating the problem.

The following is a list of items that are not returnable: custom made and made to order items, personalized items, special orders, screenhouses and screen house roofs and parts, items that have been opened, tested, assembled, or installed, items not in the same condition as you received them, quantity purchases, clearance and final sale items, and items marked no returns. Please note a special order includes items that we do not normally stock in our warehouse and will be identified as special order in the product description.

Other items may be returned within 30 days of receipt in new, unused condition in original packaging for a refund. A Return Merchandise Authorization number (RMA) is required. Write customerservice@comforthouse.com to request an RMA. A 15% restock fee applies unless otherwise noted in our policies. Shipping and handling charges are not refundable. Refunds will be less our actual outbound shipping costs, which is normally more than the amount you were charged for shipping, and includes items that have free shipping. Returns void any special offers or promotions used at time of purchase.

Write your RMA number on a label or on package wrap and attach to the outside of your parcel. Do not write anything directly on the box the item shipped to you in.

Upon request a return label will be sent. Refunds will be less return freight costs when our return label is used.

We are unable to refund items in which you have written anything on the box the item shipped to you in (for example, do not write the RMA number directly on the box).

Merchandise returned that does not comply with our return policy will not be accepted and will be held for you to claim or be issued store credit only and/or charged a restocking fee at our sole discretion.

We recommend you send your return via a trackable service such as parcel post with delivery confirmation or UPS and insure it for your own protection as we can not be responsible for lost or damaged parcels. Be sure to maintain a copy of any tracking numbers in your records in case you need to contact us.

If your return is for exchange, please mark "Exchange" on a label or on package wrap and attach to the outside of your parcel. Do not write anything directly on the box the item shipped to you in. If your return is for exchange, we recommend you place a new order as soon as possible and request a refund when you make your return. For any refused delivery or merchandise returned undeliverable or abandoned, shipping and handling charges are not refundable. Return freight charges will be deducted from your refund or billed to your credit card. No refunds will be issued for undeliverable or refused deliveries on International shipments.

If we offer a free or discounted item with purchase of another item, and you do not send back that item with your return, the regular price of it will be deducted from your refund. In addition, if the current price of merchandise is lower at the time of return, your refund may be at the current price.

For merchandise sent back using a return tag provided by us but not accepted by us for return, you are responsible for return freight costs; since no refund will be issued in such circumstances, your credit card or store account will be charged the return freight amount.

If your merchandise is damaged in transit back to us, we can not accept it for return. If it was sent back using a return tag provided by us, you are responsible for return freight costs; since no refund will be issued in such circumstances, your credit card or store account will be charged the return freight amount. We will assist you in any way that we can in the filing of an insurance claim with the parcel carrier.

Allow 7 business days for your return to be processed. Refunds will be made in the manner of original payment. For credit cards, please allow 1 to 2 billing cycles for your refund to appear on your statement. For refund checks, please allow 4 weeks.

section: Terms and Conditions: Return Policy

Welcome to Comfort House. Established in 1991.

How To Contact Us

If you are contacting us with a pre-order product question, please include the item #. The item # can be found right above the price.

You may email us at customerservice@comforthouse.com.

You may also text us at 973-741-6858 or phone us at that number and leave a message.

Our corporate mailing address is: Comfort House, 364 Springfield Ave. # 18, Berkeley Heights, New Jersey 07922



Terms and Conditions

How To Cancel or Change Your Order - Please read in full:

• Orders are processed 24x7.
• Signs and plaques, personalized items, and custom-made and made to order merchandise can not be cancelled or changed.
• Orders for other items cannot usually be canceled or changed although we will make every attempt to do so at your request. To request cancellation or change, please email customerservice@comforthouse.com.
• We will acknowledge your contact within 1 business day and let you know if your order has been cancelled or changed.
• An order is not cancelled or changed until you receive an email confirming successful cancellation or change.
• The cancellation process is costly to us so there will be a cancellation fee of 5% of your order total, with a minimum fee of $10.00, if we are able to cancel your order.
• Orders that have shipped can not be cancelled or changed.
• For orders that can not be canceled or changed and you do not wish to keep, please follow our return policy.
• Orders for signs and plaques, personalized items, and custom-made and made to order merchandise can not be returned.

Return Policy:

Most of our items are custom made, made to order, personalized, or special order, as shown in the product description, and therefore not returnable.

In the unlikely event that something goes wrong with your delivery, Comfort House is ready to help make it right. Please email us at customerservice@comforthouse.com and include a photo illustrating the problem.

The following is a list of items that are not returnable: custom made and made to order items, personalized items, special orders, screenhouses and screen house roofs and parts, items that have been opened, tested, assembled, or installed, items not in the same condition as you received them, quantity purchases, clearance and final sale items, and items marked no returns. Please note a special order includes items that we do not normally stock in our warehouse and will be identified as special order in the product description.

Other items may be returned within 30 days of receipt in new, unused condition in original packaging for a refund. A Return Merchandise Authorization number (RMA) is required. Write customerservice@comforthouse.com to request an RMA. A 15% restock fee applies unless otherwise noted in our policies. Shipping and handling charges are not refundable. Refunds will be less our actual outbound shipping costs, which is normally more than the amount you were charged for shipping, and includes items that have free shipping. Returns void any special offers or promotions used at time of purchase. Write your RMA number on a label or on package wrap and attach to the outside of your parcel. Please do not write anything directly on the box the item shipped to you in; we are unable to refund items in which you have written anything on the box the item shipped to you in (for example, do not write the RMA number directly on the box). Upon request a return label will be sent. Refunds will be less return freight costs when our return label is used.

Merchandise returned that does not comply with our return policy will not be accepted and will be held for you to claim or be issued store credit only and/or charged a restocking fee at our sole discretion.

We recommend you send your return via a trackable service such as parcel post with delivery confirmation or UPS and insure it for your own protection as we can not be responsible for lost or damaged parcels. Be sure to maintain a copy of any tracking numbers in your records in case you need to contact us.

If your return is for exchange, please mark "Exchange" on a label or on package wrap and attach to the outside of your parcel. Do not write anything directly on the box the item shipped to you in. If your return is for exchange, we recommend you place a new order as soon as possible and request a refund when you make your return. For any refused delivery or merchandise returned undeliverable or abandoned, shipping and handling charges are not refundable. Return freight charges will be deducted from your refund or billed to your credit card. No refunds will be issued for undeliverable or refused deliveries on International shipments.

If we offer a free or discounted item with purchase of another item, and you do not send back that item with your return, the regular price of it will be deducted from your refund. In addition, if the current price of merchandise is lower at the time of return, your refund may be at the current price.

For merchandise sent back using a return tag provided by us but not accepted by us for return, you are responsible for return freight costs; since no refund will be issued in such circumstances, your credit card or store account will be charged the return freight amount.

If your merchandise is damaged in transit back to us, we can not accept it for return. If it was sent back using a return tag provided by us, you are responsible for return freight costs; since no refund will be issued in such circumstances, your credit card or store account will be charged the return freight amount. We will assist you in any way that we can in the filing of an insurance claim with the parcel carrier.

Allow 7 business days for your return to be processed. Refunds will be made in the manner of original payment. For credit cards, please allow 1 to 2 billing cycles for your refund to appear on your statement. For refund checks, please allow 4 weeks.

Credit Card Billing:

Your credit card will be billed at the time your order enters the production process or is sent to a vendor for factory-direct shipment. Custom-made items that require production time may be billed well in advance of delivery. Please do not be concerned as this is normal for such items. In the event that we have not been notified of a backorder prior to submitting an order to a vendor for factory-direct shipment, you will be billed ahead of shipment.

Comfort House will not be responsible for delays in processing your order if the credit card billing and shipping information that you provide does not match the information on file with your credit card company. In addition, any fees billed to us when a valid credit card charge is disputed or when you request a copy of a sales receipt from your credit card company instead of directly from us will be charged to you when we receive them. If you ever have any questions or concerns regarding your billing, please contact us promptly at customerservice@comforthouse.com.

Credit Card Security:

If you receive a communication from us that your order is on hold for credit card security verification, your credit card has been charged but processing of your order has been delayed because the shipping address or other information that you provided does not match exactly with the information on record with your credit card company. When the information does match, certain items ordered, or other factors, may also trip security flags. Nothing is wrong with your credit card! We simply require additional information for your own protection to ensure that your credit card is not being used fraudulently. Please follow the instructions in the communication received so that we may complete processing of your order promptly.

Incorrect Shipping Addresses and Address Correction Fees:

To help prevent delivery delays, please double check the shipping address prior to submitting your order. The most common mistakes made when providing us with a shipping address are incorrect zip code, missing company name, missing suite or apartment number, and wrong street number. In all fairness, packages that are returned to us because of an incorrect or incomplete address will be charged shipping charges again when your package is reshipped. In addition, any fees billed to us by carriers such as UPS or Fedex for address correction or address change will be charged to you when we receive them.

Common Carrier Truck Deliveries:

If delivery by common carrier truck (common carrier means not a small package delivery service like UPS, Fedex) is required it will be stated in the product advertisement. Please inspect your delivery by truck 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. There is no additional cost for truck delivery beyond the amount that appears at checkout except as outlined below.

Special situation truck deliveries are subject to additional costs including but not limited to waiting time (usually charged in 15 minute increments if you are not available to accept delivery when the truck arrives), storage fees, redelivery fees, steps, narrow roads, and any services that you provide the trucking company instruction to perform that are not included in the delivery description of the item ordered. In addition, truck companies assess a limited access location fee which include but are not limited to storage units, churches, schools, construction sites, fairs, prisons, military bases, and mines. If you have a situation where a truck delivery may pose difficulty (for example you live on an island only accessible by ferry, or on a narrow road, or on the 22nd floor of a highrise), it is your responsibility to notify us at time of order so that appropriate arrangements can be made. You are responsible for payment of all additional costs assessed by the trucking company. Comfort House has no control over these additional costs. Your credit card will be charged if we are notified by the trucking company of additional costs.

Warranties:

You may obtain a free copy of the manufacturer’s written warranty for any product at Comfort House by writing to us at Warranty Information Request, Comfort House, 364 Springfield Ave # 18, Berkeley Heights, NJ 07922.

Disclaimers:

Air shipments delivered late because of circumstances beyond our control, such as bad weather or disruptions to transportation networks, are not eligible for shipping refunds. Carriers such as UPS do not refund us under such conditions.

We can not guarantee the accuracy of color. The color you see is determined by the settings on your monitor. Actual color may not be as shown.

Manufacturer's specifications are subject to change. More often than not, outside manufacturer's do not inform us when they make such changes. We can not be held responsible for changes made by the manufacturer without notice.

On occasion an outside vendor will increase cost, sometimes drastically, without prior notice. In the event we are unable to process your order at the price offered, we will contact you for approval of the new price before proceeding with your order.

Unfortunately we can not accept requests for a parcel carrier to leave a package without signature or at a specific location at your home (for example, your garage, backyard, front porch, hallway, with the neighbor). Any such request will be deleted when your order is processed. If you have a specific delivery request, we suggest placing a note on your door for the parcel carrier with your request and signature.

On occasion the shipping rates confirmed on-line may not be your actual rates. Our shipping department will usually contact you by email within 1 business day if ship rates in addition to the rate quoted in your shopping cart will be necessary to your location. If you are contacted, we will then wait for your approval before we proceed with your order.

For a first-time orders paid by an International credit card you may be asked to provide a copy of the front and reverse of your credit card or other documentation. We will not discuss or negotiate our security procedures.

For International orders please be sure to contact your local custom and taxing authorities to determine if you will be charged any duties or taxes upon receipt of your delivery. Brokerage fees may also be due to the package carrier upon delivery. To prevent delays upon delivery, please have funds ready for duties, taxes, and brokerage fees.

No refunds will be issued for undeliverable or refused deliveries on International shipments.

All prices shown are in US Dollars and payable in US Dollars.

Item descriptions, prices, promotions, and typographical errors are subject to correction by Comfort House.

We reserve the right to reject any order for any reason. We reserve the right to limit quantities.