FREQUENTLY ASKED QUESTIONS:
Thank you for your interest in our store! We've done our best to compile a few of our customer's most frequently asked questions; of course, if you have any additional questions which have not been addressed here please feel free to contact us! FAQ CATEGORIES:
White Glove Services
Where are you located?
We are located in beautiful Sandpoint, Idaho. Just in case you don’t know where that is, we’re right on Lake Pend Oreille just north of Coeur d’Alene and south of the Canadian border!
What are your business hours?
We are open Mon-Fri from 7am-3pm PST, and like most others we are closed for a little R&R on major holidays. Don't forget we're open 24/7 online!
Can I speak with someone?
Of course, that’s no problem! We would be happy to assist you in the way that best suits your lifestyle. Our wonderfully dedicated and knowledgeable account representatives are available by telephone from 7-4 PST, or you can live chat with a rep. through our website. You can e-mail us as well and we guarantee you'll receive a timely response.
Do you have a brick and mortar store or are you only an online retailer?
We have a showroom in Sandpoint, ID in which we feature many of our most popular brands. Stop by any time to say hi and enjoy a free massage in one of our best selling massage chairs! Our showroom hours are Mon-Fri 8am-5pm PST.
How long have you been in business?
We have been incorporated since 2005.
Can I place my order over the phone?
Of course! Our friendly staff is more than happy to answer any questions you may have and assist in placing orders. We can be reached by phone Mon-Fri, 7-4 PST.
How will I know if my order has been processed?
As soon as your order is submitted you will instantly receive a confirmation e-mail outlining the details of your order.
When is payment taken for my order?
Payment is taken at time of order. We strongly believe this keeps our business and customers well protected. For your security we do not openly keep any credit information on file. By taking payment at time of order you credit information is no longer viewable within your order yet we are able to properly place your order to insure a timely delivery. However, if at any time you would like to cancel or return your order we are able to credit your card or pay-pal account.
I want to cancel my order. What do I do?
Not a problem. First step is to contact a representative as soon as possible. As long as the item has not shipped we can easily cancel your order and credit your card or account the full amount of your purchase. In the event that your item has already shipped please reference our return policy.
Do you charge sales tax?
No, we have no sales tax imposed on any order unless it is purchased within the state of Idaho. This includes orders in which the shipping address is in Idaho or Florida. Please Note: Some states require that taxpayers fill out a “use tax” return and pay the equivalent of a sales tax in their state. Please consult your state law to determine if you have to pay this tax.
Do you offer quantity discounts?
We are happy to offer quantity discounts in most cases. Please contact a representative for a free quote.
Do you price match?
It is our promise to our customers that we have their best interest at heart. We work hard to keep our prices as low as possible, and most often you won’t find anything for less. However, if you do find a lower price please contact a representative to see if we can match it. While comparing prices please be sure you include the shipping costs and any taxes. You will often find a lower advertised price which is then marked up with an extreme shipping cost.
What is your Return Policy?
First and foremost we take great pride in ourselves and our products therefore customer satisfaction is our number one concern. We urge customers to double check their orders before check out but when necessary we do have a 30 day return policy on all pre-manufactured items, this policy goes into effect after the product has shipped. The process is quite simple. Please notify a customer service representative of your return to receive a return authorization number and the correct location to send your item. It is essential that each item is in its original condition and packaging. Customers are responsible for the return freight charges and a 15% restocking fee. Once the return item has been received and inspected you will receive a credit for the total of your purchase minus the freight and restocking fees.
Please Note: Unfortunately we can not receive returns on any custom build items. If the item you are purchasing requires manufacturing specific to your order details the item is not eligible for our 30 day return policy.
How do I know this purchase will be a secure transaction?
We are always taking extra precautions to assure our sites are 100% secure. We are a member of the Better Business Bureau and has partnered with AmeriCommerce to guarantee our customers have a reliable, protected transaction when checking out online with a credit card. We also provide the option of using a pay-pal account for your transaction. Our e-commerce website is equipped with 128bit SSL Security and our sites are also tested daily by McAfee Secure. This piece of software reports on the safety of websites by searching the web and testing for malware and spam.
Can I purchase a gift certificate for your stores?
You bet! With such a vast selection of unique and quality products we understand it might be difficult to pinpoint that special item for the perfect gift. Call a representative today to purchase a store gift certificate for any amount.
Do you ship outside the continental United States?
Unfortunately, due to a number of complications including shipping cost and manufacturer warranty we do not currently ship outside the 48 contiguous United States.
How long will it take for me to receive my items?
Due to the nature of our product offering, and vast selection of brands, it is too difficult to pinpoint a general ship time. Many of our items are custom built per customer specifications. These made to order items, will obviously take longer to arrive then items which are pre-manufactured and ready to ship. On each item we have listed a “Usually Ships In:” time frame which is specific to that particular item. This listing can be anywhere from 3 days to 8 weeks depending on the product. We strongly suggest you check this average ship time. It is located next to the product images under the name and item number. Please note this time frame is from when the order is placed to when it will ship out. You will still need to allow for time in transit, which can vary depending on the item weight and your location. In home (white glove) delivery can add about 1-2 weeks to the delivery lead time due to its specialized nature.
How will I know when my order ships?
Once your order has shipped, you will receive a complimentary shipping confirmation e-mail which will outline the shipping details for each item in your order. This will include the ship date, tracking number, and a link to the carrier's website.
How will I know when my order is to be delivered?
You can track your shipment using the information from your shipping confirmation e-mail. For items weighing under 150 lbs the shipment will most likely be delivered without notification from the carrier; however, on larger items weighing over 150 lbs the carrier will often call a day or two before to schedule a delivery time. This usually consists of a 4 hour window.
What does your FREE SHIPPING include?
Exactly that, free shipping! We have no gimmicks or hidden fees. The price you see for an item is what you will pay, with the exception of sales tax in the state of Idaho. This will include a standard shipment through the preferred carrier to your curbside.
Can I upgrade my standard delivery?
Of course! We understand many of our products are pretty heavy; this is why we offer the option to upgrade to a white-glove in-home delivery service. These services ensure you have the option for in-home placement and guarantee your new item carefully and securely gets where you need it. In home (white glove) delivery can add about 1-2 weeks to the delivery lead time due to its specialized nature.
What is included in the White Glove Delivery?
2 person delivery, inside placement, up to 2 flights of stairs, unpacking-debris removal, set up limited to 15 minutes.
What should I do if my order was damaged during shipment?
Our biggest concern is that you are satisfied with your purchase. Please inspect your items upon delivery. In the rare occurrence that your order has been damaged during shipment please note specific damages on the delivery slip with the carrier. Then contact a representative to discuss your options. If your item is partially damaged we will get a replacement piece or touch up paint to you immediately. If your item is non-salvageable please refuse delivery and contact a representative. The item will be shipped back and we will ship you a new item immediately.