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Customer satisfaction policies

Thank you for the opportunity to serve you

5 STAR DELIVERY SERVICE:
Since we offer delivery to such a broad area we must deliver in route, therefore we are unable to provide a specific “time of day” delivery time, however for your convenience:
You will receive an automated call ahead with a “3-hour estimated time period” the day before your delivery or you may go to our website at www.coconisfurniture.com/delivery and get a “3-hour estimated time period” of when we will arrive. Your delivery time period will be assigned somewhere between 8:30 AM and 5:00 PM.

ACCEPTING DELIVERY: If you cannot be there at the time of delivery or if you must leave, please arrange to have a responsible person present to inspect and accept delivery.
NOTE : If no one is available to accept delivery and redelivery has to be made, a redelivery charge will be added to the 2nd delivery.

Please advise us 2 days prior to your scheduled delivery day if you cannot take delivery when scheduled.

PREPARING FOR DELIVERY: Please have the area and the route to the room free and clear of obstructions and ready for delivery before we arrive. We cannot be responsible for any breakage to items that are in the delivery path. If delivery to the designated area involves limited maneuverability because of narrow halls, doorways or stairways, etc. we cannot be responsible for any damage that could result in attempting placement. Delivery personnel cannot move or hook up electronic equipment and are not able to hang items on walls.

2 YEAR FREE IN-HOME SERVICE to the original purchaser who takes advantage of our 5 Star Delivery Service. We will provide up to 2 years of free in-home service on all warranted manufacturer defects. This free in-home service is provided in our normal delivery area only. Customers needing service on merchandise that has been picked up at our warehouse or that is outside of our normal delivery area will also receive free service on warranted effects providing the item(s) are returned by the customer to our service department. Extreme value, clearance items, and items sold as-is do not include free in-home service. For service on these items, a service and labor fee will be charged. We do require that any item with component parts that can be easily returned by the customer be returned to our service department. Examples are unattached cushions or pillows on upholstery items, removable drawers on case good items, lamps, accessories, etc.

CUSTOMER PICK-UPS/SELF-HAUL PURCHASES—PLEASE CHECK WITH YOUR STORE FOR PICK-UP DAY/TIME AVAILABILITY

1.) We cannot be responsible for the condition of any item(s) once they leave our store or warehouse & have been accepted by the customer and/or anyone transporting the item(s) for the customer.

2.) For service requests for self-delivered merchandise the customer must return the item to our service department for service. In-home service can be arranged in our normal delivery area only however a service fee will apply.

3.) We cannot be responsible for securing the items for pick-up. We may assist you in loading the item(s) however, it is the customer’s total responsibility to secure the item(s) for safe hauling.

CUSTOM ORDER SERVICE: A “Custom Order” is for any item(s) that are not normally stocked or displayed by Coconis Furniture; such as a style, finish, fabric, or color that is not stocked or on display. The following conditions apply:

1.) A minimum 25% non-refundable deposit is required at the time of purchase.
2.) Custom order merchandise is not returnable or subject to cancellation once the order is submitted. When necessary custom order merchandise will be repaired and not exchanged or returned.
3.) Estimated date of delivery is according to information on hand at the time the order is written. Actual availability may vary from the estimated date. We will do everything we can to expedite your custom order.
4.) Delivery fees are non-refundable.

EXCHANGES/HAPPINESS GUARANTEE: We want you to be happy with your purchase. Once you receive your “stock” item purchase, if you are not completely satisfied with your selection, you may reselect another item(s) of equal or greater value. The following conditions apply:

1.) If your reselection exceeds the original price, you will be required to pay the difference.
2.) You must notify our office within 7 days of receipt of your purchase.
3.) Custom orders, mattresses, sleep products, clearance items, or items sold as-is are excluded.
4.) Items must be returned in their original condition. Where applicable, all warranty and information tags must be returned as well. If the item(s) were picked up for or by the customer, the item(s) must be returned in the same packaging as when the item left our warehouse.
5.) If a redelivery/exchange is needed, a redelivery fee will apply. Only one reselection is permitted and must be from in-stock merchandise.
6.) If a re-selection is not made and a refund is requested, there will be a 25% restocking charge. NOTE: Refunds cannot be given on delivery charges.

REFUNDS:
1.) All requests for refunds must be accompanied by a sales receipt.
2.) All refund checks are issued within 7 days or when the check has cleared.
3.) No cash refunds are given.
4.) Refunds on bank cards, Master Card, Visa, or Discover are credited to the card used as payment.
5.) There is a $35.00 charge on all returned checks.

CLEARANCE OR AS-IS MERCHANDISE:
1.) Clearance merchandise will include the manufacturer's warranty (except for items marked AS-IS).
2.) Delivery or pickups must be made within 10 days on clearance or AS-IS items. (No Layaways).
3.) Merchandise must be paid in full at the time of purchase (unless financed).
4.) No hold orders on clearance items.
5.) All sales are final and no refund will be given.
6.) No “Custom Orders” or “Special Orders” at clearance prices.

CONDITIONS OF WARRANTY & SERVICE:
1.) Coconis Furniture will repair or replace the defective item (Coconis Furniture option). If the exact item is not available for replacement Coconis Furniture will substitute an item of equal or greater value.
2.) All manufacturer's warranties are VOID on all merchandise that is sold on an AS-IS basis.
3.) All manufacturer's warranties are VOID when any product has been determined to have been damaged due to improper handing, installation, and/or delivery by the customer, accident, misuse, abuse, or failures attributable to neglect or improper use by the customer. Heavily soiled or stained items from body perspiration, vomit, blood, urine, etc., will also VOID all warranties and service.
4.) Coconis Furniture, Inc. will not be responsible for any customer expense incurred in servicing the product unless such is authorized in written form by Coconis Furniture.
5.) Coconis Furniture, Inc. makes no warranties beyond the written description on the face hereof unless otherwise stated by Coconis Furniture, Inc. in writing.
6.) Coconis Furniture, Inc. expressly disclaims any warranties of merchantability or fitness of a particular purpose. Manufacturer warranties are the responsibility of the manufacturer.

Our goal is your complete satisfaction

Contact Information

Sales Questions:
sales@coconisfurniture.com

Service Questions:
servicehelp@coconisfurniture.com

Store Hours:
Monday ~ Saturday 10am - 7pm
Sunday 11am - 5pm

Warehouse Hours:
Monday ~ Saturday 10am - 5pm

Store Phone Numbers:
740-452-1231 South Zanesville
740-334-4023 Heath
740-297-7164 Zanesville (Maple Ave)
740-994-0030 Lancaster
800-479-6139 Toll-Free

Contact Information