Damage Policy

What do I do if my item(s) arrive damaged?

All of our products have been carefully packaged to avoid damage in transit and all items are fully insured with the Freight Carrier against damage in transit. We only contract professional and reliable trucking companies to deliver your order. Unfortunately, even the very best freight companies can accidentally damage your ordered items. For this reason, it is imperative that you thoroughly inspect the merchandise at the time of arrival and note any and all noticeable damage on the bill of lading.

If there are noticeable signs of damage on the outside of the packaging, request the option of inspecting the product by opening boxes prior to signing the delivery receipt. Note: The carrier is not required to allow this as they have a schedule to which they must adhere. If there are any holes, tears or indentations on the outside of the package but no damage is apparent, you should still write "Damaged" on the Delivery Receipt.

Any damage must be reported to us within 48 hrs of delivery. We cannot be held responsible for damage not noted on the bill of lading. Please call us immediately at 1-800-269-2216 if any of your items arrive damaged. We also ask that any damages be photographed and emailed to: info@shopfactorydirect.com within 5 business days of delivery. If the damages are not promptly and fully noted and reported to us, we may not be able to file a claim with the freight company.

We reserve the right to repair furniture in customer’s home or issue a replacement depending on the extent of the damage. Regretfully, we can only authorize a full refund in the rare event when we are unable to repair or replace the item.

Should I refuse delivery of damaged items?

It is very important that you DO NOT REFUSE the shipment. Simply write DAMAGED on the delivery receipt before you sign it. The entire shipment is covered by insurance. Carefully remove from cartons and inspect all of the items. Photograph any visible damage with a digital camera or picture phone and email to: info@shopfactorydirect.com as soon as possible. We will make arrangements to have your damaged item(s) repaired or replaced as soon as we receive your email. Any undamaged items refused may be subject to a 15% restocking fee PLUS all actual shipping charges.

What if there are no signs of damage to an item until it is removed from the packaging?

In some rare cases, there are no apparent signs of damage externally, but you could find some damages after opening. This is called “concealed damage” and must be reported to SHOPFACTORYDIRECT within 48 hours of your receipt of the merchandise. At such time, we will take the appropriate steps towards repairing or replacing your item. Replacement may consist of an entire item or of parts to replace damaged portion of item.

What if my item is missing parts?

The manufacturers keep replacement parts on hand for all items. Replacements are shipped in a timely manner whenever possible. In the unlikely event that replacement parts are not in stock & must be ordered from the vendor, we cannot be held responsible for unexpected delays due to parts being shipped from overseas.

Please report missing parts or any other issues with your order within 48 hours of receipt of delivery by calling our toll free number 1-800-269-2216 (Please leave a detailed message if prompted to do so) or email us at info@shopfactorydirect.com

What will happen to my damaged item(s)?

In the event external and/or internal damage is minimal, we exercise the right to repair or replace the item or provide replacement parts, at our discretion, whether concealed or notated on the delivery receipt.

We will require digital pictures to be provided via email to: info@shopfactorydirect.com. Pictures must be emailed within 5 business days of your report of damage. Upon review of the pictures, we may have a reputable furniture repair company meet with you to repair the item(s) to first quality or we may replace the item, at our discretion.

What if an item I receive is defective?

We only sell products from very reputable manufacturers which adhere to the strictest standards of quality control. Although highly unlikely, in the event an item you receive is determined defective, it shall be repaired to first quality or replaced in accordance with any warranties.

All defective merchandise claims must be placed within 48 hours of delivery of the merchandise. Defects or imperfections are not reasons for returning merchandise. There will be no charge for replacement parts sent to you. In the event the manufacturer determines (at their sole discretion) that the problem cannot be repaired or resolved by sending replacement parts, replacement merchandise will be sent to you at no additional charge.