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Return Policy

SHIPPING & RETURNS

Non-Returnable: All sales of items tagged "non-returnable", "clearance" or "special order" on the Ctcfurniture.com site are final sales. Returns of such items will not be accepted.

Delivery Time: Most in-stock merchandise is shipped promptly and delivered within 10 business days (except for special orders). Seasonal demand for certain products may affect stock levels, so please plan accordingly. Because shipments may originate from several locations nationwide, your entire order may not arrive on the same day. Express delivery is only available on certain items, but we will make every effort to satisfy your delivery requests.

Delivery Outside the 48 Contiguous States: Contact us via e-mail at sales@ctcfurniture.com for delivery cost information to Alaska, Hawaii and other U.S. territories. All applicable duties and taxes will be paid by the package recipient.

Order Status: Allow up to 10 business days to receive your merchandise (custom orders may take longer). Because we ship from a number of regional warehouses and at times, directly from manufacturers, we are unable to provide tracking information. If you have placed an order and find that you have a time constraint, please contact us and we will do our best to expedite your delivery (Additional expedited shipping charges may apply).

Merchandise Returns: We will accept returns within thirty (30) days of receipt of your merchandise (except for non-returnable, clearance and special order items). All returned merchandise must be uninstalled, unused and in new condition; in the original packaging; and include all parts, instructions and accessories. All merchandise requested to be returned must first be approved and issued a Return Goods Authorization (RGA) number.  Please contact the customer service department for an authorized return good number.  All returned product must be packed in original cartons and in sellable condition.  Only product shipped from the orginating manufacturer within the past 30 days may be returned.  All product must be returned within 30 days of return authorization date or RGA will be cancelled.  A 30% refurbishing/restocking charge may be applied on all authorized returns for resalable merchandise.  The customer is required to pay for the return freight costs.  If the product is poorly packaged and damaged, the freight claim must be pursued by the customer as CTC Furniture will not issue credit. 

Problem Orders: If you received the wrong product or model, an item is missing or there are other problems with your order, contact us via e-mail at sales@ctcfurniture.com to begin the investigative process.

Refused Shipment: Customers shall be charged all shipping charges and a 15% handling fee for all refused shipments except where damage or fraud is involved.

Defective Merchandise: Call the manufacturer directly if you think the merchandise you received is defective or does not work properly. Most manufacturers view defective merchandise as a warranty claim and will usually repair or replace the merchandise (policies may vary from manufacturer to manufacturer).

Damaged Merchandise in Transit: You are responsible for verifying the condition of your merchandise upon receipt. Conduct a thorough inspection of each box for signs of shipping/handling damage (such as crushed, torn, unsealed or opened packaging) before you sign to accept delivery. Also make sure the correct number of cartons have been delivered.

Claims for Damage: Claims vary with UPS, FedEx (or similar ground service), and truck freight (LTL Carrier). To protect yourself, keep the shipping cartons until your claim has been acknowledged and settled by the carrier. Also keep a detailed list of the damage and other documentation for your own files. If you accept damaged merchandise and later file a claim, the carrier has the right to inspect the merchandise and original shipping cartons before processing your claim.

For UPS (or equivalent): If the package is obviously damaged, you may refuse delivery. Report any damage found after opening the boxes to Ctcfurniture.com within two (2) business days after receipt of your order.

For LTL Carriers (Truck Freight): Any damage to delivered package(s) must be noted when you sign the freight bill "at time of delivery." If damage to the merchandise is severe, you can refuse delivery. Otherwise, LTL carriers reserve the right to repair or replace freight damaged items at no charge to the recipient (but only if the damage is noted at time of delivery). All claims for damage or loss must be filed with the LTL carrier since the claims are paid directly to you, the consignee. Contact the LTL carrier terminal to receive instructions on inspection and filing your claim. Ctcfurniture.com will not become involved unless you experience difficulty and need help filing your claim.

If you discover broken items after opening packages that had no visible or obvious damage at delivery, call the LTL carrier within two (2) business days of receipt for instructions in placing a "Concealed Damage Claim." Typically, an LTL carrier will not give 100% replacement value for a concealed damage claim and Ctcfurniture.com will not assume the difference.

For LTL Carriers (Truck Freight): Any damage to delivered package(s) must be noted when you sign the freight bill "at time of delivery." If damage to the merchandise is severe, you can refuse delivery. Otherwise, LTL carriers reserve the right to repair or replace freight damaged items at no charge to the recipient (but only if the damage is noted at time of delivery). All claims for damage or loss must be filed with the LTL carrier since the claims are paid directly to you, the consignee. Contact the LTL carrier terminal to receive instructions on inspection and filing your claim. Ctcfurniture.com will not become involved unless you experience difficulty and need help filing your claim.

If you discover broken items after opening packages that had no visible or obvious damage at delivery, call the LTL carrier within two (2) business days of receipt for instructions in placing a "Concealed Damage Claim." Typically, an LTL carrier will not give 100% replacement value for a concealed damage claim and Ctcfurniture.com will not assume the difference.

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