Customer Service Policies

Shipping & Delivery  We offer free shipping to your address on everything we sell!  We will ship your order using the fastest, safest, most reliable method possible. All orders ship (leave the warehouse) within 10 business days; most orders ship within 5 days. All product is shipped from USA; please make sure to take transit time to your location into account when ordering. Transit times can vary from one day to a week, depending on location.When your order ships, we will notify you via email. Included in your email will be a tracking number for your shipment. We encourage you to track your package online, or over the phone with the carrier. Most companies can provide an estimated delivery date. Be sure to contact us if anything seems unusual with the progress of the shipment.  Standard Delivery includes bringing the furniture to your home address. It does not include inside or outside placement or removing the packaging.  Our free shipping offer applies only to the Lower 48 States. We are happy to ship to Hawaii, Alaska, and Canada; please contact customer service to receive a quote. We cannot ship to PO Boxes. Non standard shipping surcharges will apply to isolated service areas such as remote areas, areas not readily accessible by a delivery vehicle, etc, as defined by the shipper. These circumstances occur less than 1% of the time.

Small Parcel – Whenever possible we will ship smaller, lighter items via UPS. Depending on how close you are to the shipping warehouse, your item will arrive between 1 and 6 business days after it leaves the warehouse. We do not require a signature for deliveries, but please note that the decision to leave your package without a signature is at the discretion of the delivery person. If you want an item left at your doorstep, the best thing to do is leave a note on your door asking the driver to leave your package with “No Signature Required.” Be sure to include your name and tracking number on the note.

Truck Delivery – Some items on our website are too large and/or heavy to ship via UPS. Truck Delivery is different than standard UPS in two ways. (1) Once your merchandise arrives at the delivery agent’s pick-up location, he/she will call you to set up a delivery appointment. Most truck delivery companies offer appointment windows (usually 2-4 hours) between 8:00am and 5:00pm EST, Monday through Friday. (2) The products will be delivered to the driveway or curb outside of the delivery address provided upon purchase. It is the custfomers responsibility to transport the product(s) inside, however several truck freight companies offer additional services to help move merchandise from the truck into your home or office. At the time your merchandise leaves the warehouse, we will email you the tracking information and you can contact the shipper directly to inquire about additional shipping services. In this event, it is your responsibility to directly pay the truck delivery carrier for any additional services. Please make sure that you inspect the package(s) at the time of delivery. If the box has any damage, or if there is any reason you are concerned with its packaging or delivery, please write, “Product Damaged” clearly on the sheet the delivery agent asks you to sign. This simply insures that if there is any damage, it will be easy to take care of the problem, and your order will be fulfilled as soon as possible.

Privacy & Security, operated by Face to Face Stores, LLC, is the owner of the information collected on this site. We will not sell or rent this information, nor will we share it in ways different from what is disclosed in this statement unless you consent.

Cookies and IP Addresses  Face to Face Stores, LLC is highly committed to your privacy. Like many sites, we use your IP address to help diagnose problems with our server, and to administer our Web site. Your IP address is used to help identify you and your shopping cart and to gather broad demographic information. We use cookies to keep track of your shopping cart and for other purposes like personalizing the site. Cookies are a small piece of information stored by your internet browser to your computers’ hard drive. Your browser is usually set up to initially accept cookies. If you set your browser to reject cookies, the site will not be able to recognize your cart, your account, or any personalization. We do not and cannot use cookies to gather your confidential information that may be stored on your hard drive. Face to Face Stores, LLC also uses web beacons as a means to deliver us cookies in order to determine whether and how many times our web pages have been browsed. Third Party advertisers also help us display tailored content to our customers and serve ads on our behalf. These advertisers may also utilize cookies and/or web beacons to measure effectiveness, efficiencies, etc. of the sites.

External Links  This site contains links to other Web sites. Face to Face Stores, LLC is not responsible for the privacy practices or the content of such sites.

Your Personal Information  Our site uses forms for you to request information, products and services. We collect your contact information, including, but not limited to, addresses, email addresses, phone numbers, and financial information. Collected information is used for the benefit of Face to Face Stores, LLC,Inc. to send information to customers about orders, to fulfill orders, to process and collect payments, to send promotional marketing material about our company and partners, and to contact customers about orders when necessary. Demographic and profile data is also collected at our sites. We use this data to tailor your experiences at our sites, to show you content that we think you might be interested in, and to display the content according to your preferences.

Third-Party Service Providers  We employ other companies and individuals to perform functions on our behalf. Examples include fulfilling orders, delivering packages, sending postal mail and e-mail, providing marketing assistance such as tailoring content on our sites and serving ads on our behalf, providing search results and links, and processing credit card payments. They have access to personal information needed to perform their functions, but may not use it for other purposes. Customer information is considered to be an asset of Face to Face Stores, LLC and as such may be transferred to another company as part of an acquisition of  Face to Face Stores, LLC

Returns & Replacements  Face to Face Stores, LLC, Inc warranties the product for 60 days after the date of purchase.  Returns may be directed to Face to Face Stores, LLC though our contact page.

Face to Face Stores, LLC will gladly replace products that are damaged or otherwise defective by the fault of Face to Face Stores, LLC (the product manufacturer). Otherwise returns are not automatically accepted, but may still be approved in some scenarios with a 25% restocking charge.

All returned products must be in original condition and packaging; otherwise, additional charges may be applied. Unfortunately, we cannot take returns of products that have been assembled or modified. Additionally, certain products cannot be returned because neither we nor our suppliers can take them back; this will be clearly marked on the product’s sale page. If you have any questions about whether a product can be returned, please call us.

Return shipping charges and factory re-stocking fees are not refundable (except in the case of incorrect or defective items). Shipping charges and factory re-stocking fees will be deducted from the total refund amount. Due to shipping costs, we cannot offer any refunds or exchanges for orders delivered beyond the continental USA.

Damaged, Defective or Incorrect Items  When your order arrives, be sure to inspect it to ensure that you received the correct products, and that they were not damaged during transit. If you notice damages, be sure to note the damages with the delivery driver before you sign for it, and contact our customer service department immediately. Although we experience very little concealed damages, we recommend (for large truck LTL deliveries) that you sign the delivery receipt notating “Pending Inspection”. If you experience concealed damage, notating this for future reference will assist us with your claim process.

In all cases of damaged and incorrect shipments, we will gladly replace the item and the cost of shipping the item back to us for exchange.  A UPS call tag will be issued (by Face to Face Stores, LLC) and the damaged merchandise will be picked up from the address on file (ship to address).  Once the merchandise returns, new replacement items will be shipped to the address on file. The replacement process usually takes a total of 12 – 15 days from the time UPS picks up the defective merchandise.

Repackaging and Shipping your Returns  After contacting us to process a return and get you a Return Merchandise Authorization (RMA) number, you will need to prepare your item for shipment. Please repack the item to be returned securely in the original packaging. Please write your RMA number in large characters on the outside of the box. Make sure the package is fully sealed before shipping. We are not responsible for packages that are lost or damaged.

Please remember that return shipping charges and factory restocking fees (if applicable) are not refundable (except in the case of incorrect or defective items).

Ordering  Orders can be placed directly through our secure online store or directly placed with our telephone operators.  All major credit cards are accepted.

We strive to make the order process as easy as possible. Our website is designed to provide a simple, streamlined shopping experience. Orders can be placed online, or can be taken over the phone with one of our helpful customer service agents.

We always encourage our customers to call before ordering. Our customer service agents are trained furniture-industry experts, willing to go the extra mile to help you with product selection, shipping, or any question you might have. Our customer service agents are not paid on commission, so you can rest assured that you will never be pressured or hassled. We are here to help!

Order Tracking  Your tracking information is emailed to you when your order ships. Orders are tracked using a tracking number and the website of the delivery carrier.

If you have a registered account, you can always login and see the status of the order. If you have any questions, or if your delivery seems behind schedule, our friendly customer service agents are always there to help.

Receipts  Your furniture will ship directly from the manufacturer to your doorstep. This saves warehousing costs and allows us to pass on the savings to you! However, this means that your products will typically arrive without a packing invoice or receipt. Thus, the order confirmation that you receive via email serves as your official receipt. You will see your order number conveniently along the top.

If you have discarded, lost, or never received your receipt, no problem; contact our helpful customer service agents, and we’ll be happy to send another one.

Order Cancelation  You may cancel an order any time before it ships. Order processing time prior to shipment varies. Orders that have already entered the shipping pipeline cannot be cancelled. Cancellation of shipped items is not acceptable, however the items will be returnable with a 25% restocking charge.  Items returned will be refunded 75% of original purchasing price upon receipt of the returned goods.

Orders with made-to-order options (most often cushions) cannot be cancelled once the manufacturing process has begun. Most orders with made-to-order custom options will begin manufacturing with 48 hours of order placement.

To cancel an order, please call our helpful customer service agents. Since time is of the essence, it’s best to call rather than email us.

Payment Methods  We accept several methods of payment as listed below. No matter what method you choose, we guarantee that every transaction you make on our site will be 100% secure. All prices are listed in U.S. dollars.

Credit Cards – We currently accept Visa, MasterCard, American Express, and Discover cards. You can safely enter your entire credit card number via our secure server, which encrypts all submitted information. Your order will appear on your credit card statement as “Face to Face Stores, LLC” ( is operated by Face to Face Stores, LLC, Inc).

Checks – We are happy to accept checks. Checks need to be made out to “Face to Face Stores, LLC” ( is operated by Face to Face Stores, LLC, Inc). Please include your order number on your check and include a copy of your receipt. Please mail your payment to: Face to Face Stores, LLC

Please be aware that orders paid for via check will not be processed until we receive the check, and the check has cleared the bank. If time is of the essence, we recommend paying via credit card.

Sales Tax   Items sold and shipped to destinations inside Indiana are subject to a standard 7% sales tax. All orders to other states are tax-free!

Backordered Items  Occasionally due to popularity of an item, a product is placed on backorder until additional inventory is received. This happens very rarely, and when it does, you will be notified immediately by one of our customer service agents.

Payment, Pricing & Promotions Face to Face Stores, LLC offers high quality products direct to the consumer via our secure online store. Our prices are subject to change without notification and we accept all forms of major credit though our secure website.  Discount coupons or codes for our products may be offered at our sole discretion.

Viewing Orders  After making a purchase though the Face to Face Stores, LLC secure online store you can view the progress of the order by logging into your account.  The login link is located on the top right hand side of the page, and after correctly entering y our login credentials you will be able to access your account.  Account options are on the left hand side of your page.

Updating Account Information  Updating your account information is hassle free and can be done after logging into your account from the top right hand side of the home page.  you can manage multiple shipping address’s or make changes to your personal information all from the account manager.

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