While we feel that our questions and answers page addresses the information most frequently requested by our customers, our sales personnel is available during our business hours to further assist our customers' needs.
MOST COMMONLY ASKED QUESTIONS:
Q: Why buy from us?
We Have Been In The Retail Furniture Business Since 1918 - The owner's family started one of the largest retail furniture chains in America.
We Are Furniture Specialist - All of our sales people are trained furniture specialists that have "in store" decorating and hands on furniture experience. The pictures on the "pop ups" you see are the actual salespeople, we are the only major furniture website that has the actual salespeople's picture on the site, so you know exactly who you are talking to.
Brand New Factory Direct - Your furniture comes brand new, direct from the factory. It is never furniture that has been sitting around a warehouse for years, or beat up off a showroom floor.
We Are Experts At Special Orders - All direct orders from the factory are a "special order". And most furniture retailers want to sell what they have "in stock", so they are not set up to handle direct factory orders, but we are. "Special orders" are all we do, and we love it!
White Glove Service - "White Glove" means in-home delivery and set up. But all "White Glove" services are not equal. There are huge differences in the definition of "White Glove". For the majority of our deliveries we: Inspect and deluxe the furniture before it gets to your home (very few White Glove services do this). We do a complete set up (not a 30 minute only set up, then the rest is left up for you to put together). We also offer various other levels of delivery service on some items, for speed of delivery and to save you money, but most deliveries are "White Glove" only.
We Sell The World's Best Furniture Brands - You know exactly what you are buying when you buy from us, we do not hide the brand name, we are proud of it! We represent more of the high quality brands in the furniture industry.
Full Time Customer Service Staff - On the rare occasion where there are delivery issues we have a full time customers staff to take care of any issue. You are never stuck with something that is defective or damaged. ( see details below)
We are Better Business Bureau Accredited
Lowest Price Guarantee - We guarantee the lowest price in America for any online store that sells brand new furniture direct from the factory and set up in your home. If you find it cheaper after you buy from us, that we can verify for the same level of service, we will pay you difference.
Q: Why are no prices displayed on the merchandise? And why do I have to "call for a discount"?
Some of our manufactures do not allow pricing on-line, and the ones that do allow pricing, will not allow as deep a discount as we like give our customers, that's why you have to "call" or "e-mail" for a price or discount. You may obtain a quote or discount through the easy “Get Quote” button under the thumbnail picture, or by responding to the sales person pop up, or by calling 1-804-249-4444.
Q: Does completion or sending of the Get Quote form obligate me in any way?
No, the Get Quote form or “Get Quote” request is merely a convenience for our customers. It is designed to afford our customers the opportunity to shop when their schedules allow, obtaining quotes on merchandise via our return call or through our secure e-mail system. Completion of the Get Quote form does not obligate our customers for payment. You can however purchase from our new e-mail quote by clicking on “Buy it now”. Some of our manufactures do not allow pricing on-line, and the ones that do allow pricing, will not allow as deep a discount as we like give our customers, that's why you have to "call" or "e-mail" for a price or discount.
Q: Will my transactions be confidential?
Absolutely! Home Gallery does not sell or give our customers' information or e-mail address to any 3rd parties.
Q: How does the order process work?
Once you have selected your items for purchase, and gone through the check out process, and "placed your order" on the fainal check out page, a sales order will be generated, and a confirmation will be sent to you by either e-mail or fax (depending on how you purchased). Your assigned sales person will then check stock at the manufacture and let you if there will be any delay in shipping your order. If you pay by check, ask about our cash terms. Our sales confirmation will supply you with an estimated shipping date. Once your payment has been successfully processed we order your merchandise from the manufacture. The manufacture does not tell us when they ship the merchandise, but the time frames we give you on your cart are fairly accurate. Time frames for delivery can vary depending on the customer's location and distance from the delivery specialist.
Q: Who will you deliver my order?
If your order comes with “White Glove Delivery” your order will be delivered to you by one of our contracted delivery specialists. The delivery specialist will call you to arrange a delivery time, deliver your order, and set up the merchandise in your home. Please note that we do not schedule the deliveries . Deliveries are scheduled by our contracted delivery specialists . See "contract" for details.
If your order is “drop shipped” or delivered by common carrier your merchandise will be delivered to your door step only and will not unboxed or set up you will have to move and, put the merchandise together yourself. If the box is damaged you should refuse delivery of that item only, note it on the bill of lading, and notify Home Gallery of the refused merchandise.
Q: What if I'm not home when my merchandise is delivered?
If you are not at home when the delivery arrives, the delivery
specialist will return the merchandise to the warehouse. In that case,
there will be a second delivery charge. See “terms of sale” for
complete details.
Q: How long will it take to get my furniture?
Normally, orders are delivered in 4 - 16 weeks depending on manufacturers' availability. Even though we average 5-10 weeks for delivery, you need to allow 5-16 weeks just in case . We do not have the merchandise in stock . When you order from us we order form the factory, this is the only way we can afford to sell at such discounted prices. Sometimes it takes a while to get the merchandise out if the factory's warehouse, and then scheduled to come to your State. If the merchandise is a "drop ship", and not a "white glove" delivery ( In-home delivery and set up), the item will be the delivered much faster. We average 5 days to 20 days for drop shippment items.
Q: Do we deliver partial orders?
Yes, with your approval. While most orders are delivered in full, on
occasion you may receive a partial order. In that case, because freight
has been estimated on the weight of the total order, additional freight
or delivery charges will not apply unless your delivery does not meet
the delivery service's weight requirements.
Q: How and when are shipping costs paid?
All shipping costs are paid to Home Gallery in your total sales price in your cart. And all charges are paid at the time your order is processed. There are no additional charges unless you have one of the unusual delivery circumatances mentioned in our contract.
Q: What if there is damage to my merchandise?
Any damages should be reported at the time of delivery. While we have
very little damaged merchandise, transfer and slippage do occur on rare
occasion. Therefore, be sure to inspect your merchandise upon delivery.
Any damages should be noted on your signed delivery slip (bill of
lading). If you do not note the damage on the bill of lading or the
delivery slip exactly what the damage is and refuse the item that is
damaged , then Home Gallery nor the Delivery company will be
responsible for reapiring or replaceing any damaged merchandise .
ALL DAMAGE MUST BE NOTED ON THE BILL OF LADING AT THE TIME OF DELIVERY
AND REFUSED, OR HOME GALLERY WILL NOT BE RESPONSIBLE FOR THE DAMAGE .
As a remedy for any damage, a "touch up" to your satisfaction will be
performed on site, or the item will be returned to the warehouse where
it will be repaired to your satisfaction, or it will be replaced
altogether . FOR ANY REPAIRS OR REPLACEMENTS, PLEASE ALLOW FOR AN ADDITIONAL 6 TO 16 WEEKS FOR DELIVERY. See “terms of sale” for complete details
Q: Do we ship overseas?
Yes. 99% of our orders are shipped to a destination within the United
States , but you may call us for an international shipping freight
quote.
Q: What about manufacturers' warranties?
Contact Home Gallery regarding any factory-offered warranty. We will be happy to assist you.
Q: May I cancel my order?
We sell our merchandise at a discount, and usually include shipping, so unless the factory allows us to cancel your order you may not cancel your order. You may cancel as long as the factory has not put the merchandise into production. If the factory allows us to cancel, we will cancel the order for you. If the factory will not allow us to cancel your order, you may not cancel your order. If the merchandise has been picked up by or delivered to our delivery specialists, you may not cancel the order. Additionally, Home Gallery may cancel your order due to pricing changes from the manufactuer, or out of stock situations, and we will notify you immediately if this happens and return any funds you have paid to us . See “term of sale” for complete details
You can expect variations in color and finish on the merchandise. Each piece is hand-made and no color or finish is exactly the same. The color or finish may differ from a sample you saw on the internet or in a showroom. Unless the manufacturer made a color or finish error, you agree to accept and pay for this merchandise. The merchandise may require minor touch-up at delivery as is standard operating procedure with all furniture retailers. See “terms of sale” for complete details
We are selling this merchandise at just above our cost, drastically below normal retail prices. This order is a "special order" that was ordered for you from the factory. We have no facility to resell or warehouse this merchandise. Once this merchandise is delivered from the factory to our delivery specialist, you own the merchandise. The factory does not accept returns. We are unable to accept any refunds, returns or cancellations. See “terms of sale” for complete details
Storage fees
If you do not accept delivery of your order within 30 days of the call by our delivery service to schedule an appointment for delivery, you will be charged a $10 per day storage fee until delivery is made to you. See “terms of sale” for complete details
Legal
If you disrupt payment of the merchandise to us for any reason and we take legal action to collect the money, you agree to pay all reasonable attorney's fees and storage fees associated with your merchandise. See “terms of sale” for complete details
Q: Do I pay Sales Tax?
If you are a resident of Virginia , you will pay sales tax to us on
your order. For all other states, our customers are responsible for
contacting their State's Sales Tax Department for information regarding
payment.
Q: Terms of Sale
WHEN YOU PURCHASE FROM HOME GALLERY, YOU AGREE TO ALL THE FOLLOWING “TERMS OF SALE ”
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| I received my furniture order on Friday and it is absolutely stunning!! I had to wait a bit longer then most as this was a new collection by Lexington (Long Cove) and the upholstery items caused a bit of a delay. The shipping company then had to build a truck that was coming to California from North Carolina as well; which took a few weeks. The total time took just over 14 weeks from placing my order to delivery but it was well worth the wait!!! The collection is absolutely beautiful and to be able to get this quality furniture for such amazing savings made it worth the wait as well. A&O Delivery was right on time and the guys were wonderful!! They assembled and placed the furniture with great care. I will absolutely order from Home Gallery again! Thank you!! |
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