It’s understandable for customers to have many questions when purchasing furniture and accessories for their home. We have addressed many of the most common inquiries here in a general format for you. If you have any more questions regarding your purchase, please do not hesitate to ask your sales associate. We hold our customers in the highest regard and wish to provide you with the utmost in customer service.
I FOUND THE PERFECT ITEM FOR MY HOME ALREADY IN STOCK IN YOUR STORE, DO I HAVE TO ORDER IT, OR CAN I HAVE IT THIS WEEK?
We would love for you to find the “perfect piece” right off our showroom floor. Our concept for Juniper Hill Furniture was to have a furniture store that is always fun, new and different to shop in. To do so, we sell merchandise right off the floor so that we can replace them with new items. This will help you enjoy your shopping, and provide you with instant gratification as well.
WHAT IF I CHANGE MY MIND AFTER I PLACE MY SPECIAL ORDER?
We know that ordering custom furniture can be a new experience and you may have reservations or second thoughts. We do not offer any returns or exchanges on special orders and all sales are final. To ensure that you will be happy with your custom piece, our sales associates have many tools at their disposal to help you make your final decision.
Our designers can assist you with room measurements, fabric choices and outstanding service prior to you making your final decision. We ask you to please read over your order and any enclosed diagrams carefully to ensure your order is correct when you place it. If you find an inaccuracy, you must contact us within 48 hours or your order will not be able to be changed. We will work hard to make sure you are comfortable with your decision before you place your order.
I LOVE YOUR STORE AND I WANT MY HOUSE TO LOOK JUST LIKE IT, BUT I HOW CAN I AFFORD IT?
While many items may look out of your range, we offer several different price points to work within anyone’s financial plan. In addition, since we sell directly off of the showroom floor, we offer incredibly competitive pricing in order to keep our store fresh and new. Most of our pieces are anywhere from 15% to 28% below suggested retail.
When creating a new room, you can work with one of our designers to put a plan together. Our plans consist of creating your dream room and putting it down on paper. You provide a financial plan and timeframe for the room and we will tell you the cost and exactly where and what will go into that room. With this information, you can then purchase all of the materials at once, or in phases. We also offer financing*.
DO YOU REQUIRE MONEY DOWN TO PLACE A SPECIAL ORDER?
Yes, we require a 50% deposit on all special orders and the remaining balance due when your order is received by Juniper Hill.
MY DESIGNER TOLD ME MY SPECIAL ORDER MIGHT TAKE 2 TO 3 MONTHS TO GET IN, WHY DOES IT TAKE SO LONG? IS THERE ANY WAY TO GET IT SOONER?
Each company that we work with is different, and delivery times can vary greatly. Many items that we carry are imported, and therefore delivery can depend on whether the item is in stock or coming from the factory overseas. In regards to custom upholstery, your piece is being made from scratch just as you order it. Time can depend on fabric availability and factory time to make the piece. Once the piece leaves the factory, there is still shipping time that must be factored in.
In some cases, we can ask the factory to rush an order, but an extra fee will be charged. We are committed to giving you the highest level of service and will do our best to ensure that you receive your merchandise in a timely manner. If changes to your estimated delivery date occur for any reason, we will notify you immediately. We can only work with the delivery dates provided by the manufacturer and shipping company. If a delay should occur, we will notify you as promptly as possible, but cannot offer any monetary compensation, as it is out of our control.
WHAT IF I AM NOT READY TO HAVE MY FURNITURE DELIVERED RIGHT AWAY?
If you cannot take delivery of the merchandise right away, we will house it for up to 60 days. After 60 days there will be a storage fee of $50 for each 30-day increment.
DO YOU OFFER LOCAL DELIVERIES?
Yes, we are pleased to offer our customers local delivery made by our own truck. We offer a 60-minute delivery time window. Our trucks are equipped with cell phones to notify customers of any unforeseen delays, get further directions, etc. Please make sure your associate has any phone numbers you may be reached at in order to facilitate your delivery.
All delivery charges are for standard ground-level residences with no unusual restrictions. At the time of scheduling your delivery, please let us know of any special delivery instructions such as: gate entry protocol, if someone other than the customer will be receiving merchandise, etc. Also let us know of any of the following: number of stairs; size of doors, tight hallways, or any physical constraints; unusually long distance from the driveway to the door; any areas that are difficult to maneuver, etc. Please make sure the room is clear, if any furniture needs to be moved additional time must be scheduled and additional fees may be required.
If furniture is too large for the room, there will be the usual delivery fee, plus excess time spent trying to maneuver the items. We remind you to measure all rooms, doorways, stairwells, etc. to ensure a smooth delivery.
If you need to make changes to your scheduled delivery date and/or time, please try to notify our warehouse manager 24 hours prior to delivery.
WHAT IF THERE IS SOMETHING WRONG WITH MY FURNITURE WHEN IT IS DELIVERED TO MY HOME?
While we “white glove” all of our merchandise before delivery, sometimes there may be problems. We ask you to inspect your merchandise at the time of delivery for any damages. If damage or problems are found, write the information on the delivery signature slip so we can make arrangements to repair any problems that may occur as soon as possible.
CAN I PICK UP MY MERCHANDISE OR DO I HAVE TO HAVE IT DELIVERED?
We offer local delivery, however if you choose to pick up your merchandise from the store/warehouse, you may do so. Please note that we do not regularly have warehouse staff working on the weekends. Therefore, please let us know in advance of your coming to pick up so that the piece can be ready and someone available to help you if necessary. We do not provide moving materials such as rope, blankets, tape, etc., so please bring these items with you in order to properly wrap and transport your merchandise.