At TOV Furniture Store, we believe your journey to a beautiful home should be seamless from the moment you browse our collections to the day your future heirloom arrives. Just as we meticulously craft each piece—from our Accent Chairs and Dining Tables to our Lighting and Rugs—we have designed our shipping and returns policies with the same graceful simplicity and integrity. Our goal is to ensure your experience is as thoughtful and inspired as our design philosophy.
Shipping Information
We deliver curated design to a global community (excluding select remote regions and parts of Asia). Every order is handled with care, ensuring it reaches your Living Room, Bedroom, Entryway, or any space you’re furnishing, safely and promptly.
Order Processing & Delivery Timelines
- Order Processing: All orders are carefully prepared within 1-2 business days after payment confirmation.
- Shipping Methods & Estimated Delivery:
- Standard Shipping: Shipped via DHL or FedEx. Delivered within 10-15 business days after dispatch. A flat fee of $12.95 applies.
- Free Shipping: Available on orders over $50, shipped via EMS. Delivered within 15-25 business days after dispatch.
You will receive a tracking notification via email once your order is on its way. Please note that delivery times are estimates and may occasionally be affected by customs or carrier delays, especially for international orders.
Our Return & Exchange Promise
We stand behind the quality and design of every item. However, we understand that sometimes a piece may not perfectly fit your vision or space. Our policy is designed to offer a straightforward and customer-centric resolution.
Key Conditions
- Timeframe: Returns or exchange requests must be initiated within 15 days of the delivery date.
- Item Condition: Items must be in original, unused, and unassembled condition, with all original packaging, tags, manuals, and hardware intact.
- Proof of Purchase: Your order number or invoice is required.
- Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error (damaged/incorrect item).
Non-Returnable Items
For the safety, integrity, and hygiene of our global design community, the following items are final sale and cannot be returned or exchanged:
- Ceiling Lamps & Floor Lamps: Due to the complexity of electrical components and international safety regulations.
- Pet Beds: For hygiene reasons.
- Custom or Made-to-Order Items: As specifically noted on the product page at the time of purchase.
- Any item that is not in its original condition, is damaged, missing parts, or has been assembled.
Step-by-Step Return or Exchange Process
Step 1: Initiate Your Request
Please contact our Customer Care team at [email protected] within the 15-day window. Use the template below to ensure we have all necessary details.
Email Subject: Return/Exchange Request – Order #[Your Order Number]
Email Body:
Dear TOV Furniture Customer Care,
I would like to request a [Return / Exchange] for my recent purchase.
Order Number: [Your Order Number]
Product Name(s): [e.g., Accent Chair, Dining Table]
Reason for Request: [e.g., Size, Style, Defect (please describe)]
For exchanges, my desired replacement item is: [Product Name & SKU if known]
I confirm that the item(s) are in original, unused, and unassembled condition with all packaging intact.
Sincerely,
[Your Full Name]
[Your Phone Number]
Step 2: Receive Authorization & Instructions
Within 1-2 business days, our team will review your request and email you a Return Merchandise Authorization (RMA) number along with detailed return shipping instructions and the applicable return address. Please do not ship any items back without this authorization.
Step 3: Ship the Item(s) Back
Securely repack the item(s) in the original packaging. Clearly write the RMA number on the outside of the box. We highly recommend using a trackable and insured shipping service (such as DHL, FedEx, or your local postal service) and retaining your proof of postage. Ship the package to the address provided in your instructions.
Step 4: Inspection & Resolution
Once we receive and inspect the returned item(s) at our warehouse (typically within 7-10 business days after you ship it), we will notify you via email.
- For Returns: Upon approval, your refund will be processed.
- For Exchanges: Upon approval, we will process the shipment of your replacement item. If the desired item is out of stock, we will contact you to discuss alternatives or issue a refund.
Refunds: Timing & Method
We strive to process refunds as swiftly as our artisans craft our Benches & Ottomans and Chests & Dressers.
- Timing: Refunds are processed within 5-7 business days after we approve your return. The total time for the funds to appear depends on your payment method:
- Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after we process the refund.
- PayPal: 3-5 business days after we process the refund.
- Method: All refunds are issued to the original payment method used for the purchase.
Important Notes on Refunds:
Original shipping fees (Standard or Free Shipping) are non-refundable, unless the return is due to our error.
For orders that qualified for Free Shipping on orders over $50, if the return brings the order total below $50, the outbound shipping cost will be deducted from your refund.
Damaged or Incorrect Items
If your item arrives damaged or you receive an incorrect product, please contact us immediately at [email protected] within 48 hours of delivery. Provide your order number and clear photos. We will arrange for a replacement, return, or refund at no cost to you, including covering the return shipping.
We’re Here to Help
Your satisfaction is the cornerstone of our design community. If you have any questions about our policy or need assistance, please reach out. We are dedicated to ensuring your experience with TOV Furniture remains seamless and inspired.
TOV Furniture Store
Email: [email protected]
Website: tovfurnitures.com
Address: 3828 Grant Street, Commerce, US 75428
This policy is subject to change. Last updated in alignment with our Privacy Policy ethos.