We are committed to quality and customer satisfaction. We want you to love your new furniture as much as we do. We know it can be worrisome to order fine furniture or custom furniture without first being able to touch it and see all the wonderful details of our work, up close and in person. We have created a guarantee that we hope will ease your mind.
SHIPPING- We guarantee the shipping and delivery of your purchase. We have worked hard to properly package your valuable order for a safe delivery. However, if our furniture is lost or damaged in shipping to you, we will replace or repair it at our expense, regardless of the actions of any third party. We do ask that you please check for and note any damage on the shipping receipt, (even pictures if you can) so that we can perhaps be compensated by the shipping company, but even if you don’t we will replace or repair your purchase in a timely manner. You do not assume any risk and will not have to worry about trudging your way through a fight over shipping problems. We guarantee that you will get what you ordered in perfect condition.
RETURNS- Above all, we want our customers to be happy with their purchase. Even better, we hope you are stunned. We hope you are excited every time you look at that table or cabinet, and notice something new like a particular grain pattern placement, joinery detail or clever construction component. We guarantee that you will be satistfied. You may return any piece of catalogued furniture purchased from us (that is, not custom or customized) for any reason within 14 days of delivery for a refund less a 25% restocking fee. (This same policy goes for any standard catalog piece that is not custom or customized but that is made to order and the customer needs to cancel the order after the initial order confirmation.) You must contact us within 3 business days of delivery, to let us know that you will be returning the piece and we will issue you a Return Authorization number for you to include on the packaging. The furniture must be returned in the condition it was received and cannot show any signs of use or wear. You must retain any crating or packing that was not removed by the carrier in their normal delivery process and repack the furniture for return. We will arrange to have the carrier pick up the furniture and we will pay the return shipping charges. When we receive and inspect the furniture, we will issue the refund.
**There are no returns, refunds or cancellations for any furniture order that is custom or has been customized.
SERVICE- We build it well and serve our customers well. If any of our furniture breaks or fails during the lifetime of the original purchaser, and as long as there are no signs of abuse or misuse, we will repair or replace it at no charge. If a failure occurs in the first five years of service, we will pay all shipping charges to have the furniture picked up and returned. If a failure occurs after five years of service, but before ten, the purchaser and we will share the shipping charges, one half each. If a failure occurs after ten years of service, the purchaser will pay the shipping charges.
For us, it's not just about getting this table or that cabinet sold. We are working to create relationship. We want to be the people you call for the next 30 years when you need a new piece of furniture or maybe a housewarming gift for your child's first home or maybe the cradle for your first grandchild. We want to build that relationship and that connection. We are true to our word. We are honest, hardworking people who share a respect for the beauty held within the trunk of a tree, who love the challenge of discovering all that tree can become and who desire to share their art with the world.
Thank you for ordering from Mokuzai Furniture.