Customer Support Center

What If My Order Arrives Damaged?

Last Updated: Jan 31, 2014 11:04AM PST
The products we carry are packaged properly to resist damage during shipment and every order we ship is completely unwrapped and pre-inspected by our carriers before being delivered and installed for you. If your item is damaged, or you need replacement parts see our section about Ordering Replacement Parts.

Our team is dedicated to move quickly to help obtain replacement parts at no cost, and to resolve the problem for you.

White Glove Delivery: If your item appears even slightly damaged, it's very important that you note any issues when you're signing the delivery paperwork. For minor issues, we can either dispatch a leather technician to your home, or if there is significant damage to the item, you can refuse the item, and we'll either repair the item, or send out a new shipment right away. If you do refuse the shipment, please let us know so we can expect the shipment back to us.

*NOTE: On White Glove deliveries, because the items are being unwrapped and placed in your home for your inspection prior to signing for them, we will not be able to issue credits, or replacement shipments once you have signed the delivery paperwork unless issues are noted. We will still do what we can to help you resolve issues, as quickly and effectively as possible.

It's our company mission to make your online buying experience as pleasant, and stress free as possible. If you decide you don't want replacement parts, repair of the item, or replacement product, you can return the product under our standard return policy. If we've made an error, or a product arrives damaged, and we're not able to remedy the situation with repair, replacement parts, or a full replacement, the we'll gladly pay to return the item to us. If there is a manufacturer defect, we can replace the part, or the entire item if necessary.

We're here to help you, and the difference is our service. Our customers are what make our existence possible, so we care about our customers' goals, and treat every one of them as we would a friends. We've aligned ourselves with suppliers that share our commitment to quality, and service so if you experience issues, please let us know, we'll work tirelessly to make sure it's resolved!

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