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1400 Hertel Avenue
Buffalo, NY, 14216
United States

716-939-2692

Story Policy

GENERAL TERMS:  In-stock accessories will be accepted for exchange, or store-credit, within 14 days of purchase.  Original receipt must be presented for exchange. Exchanges are not accepted after 14 days. We do not accept returns/exchanges on products that have been used, installed, or damaged by the customer. No exchanges or returns on special orders, floor models items, or sale/discounted merchandise.

SALE/DISCOUNTED ITEMS:  All items that are on sale, or receive a special discount, are considered final sale.  Customer understands that by purchasing sale/discounted item that there can be no return, refund, or exchange

FLOOR MODEL ITEMS:  Products purchased as a floor model are considered final sale.  Customer has inspected the item(s) and agrees to purchase in current condition.  Customer understands that by purchasing a floor model item that there can be no return, refund, or exchange.

SPECIAL ORDERS:  All special orders are made to your custom specifications. Any product with a lead-time is considered a special order.  

- Special orders cannot be modified once the order has been submitted to the manufacturer.

- Special orders require half down deposit at time of order.

- Remaining balance due when the item arrives to room.  Full payment is required before in-home delivery, or pick up.

- Items that are shipping directly to the customer require payment in full at the time of order.  

- Customer understands that by purchasing a special order item, the item may not be returned, exchanged, or refunded.

- Cancellations are not accepted on the basis of a past due lead-time as all lead times are approximate.

- Lead -Time:  Average manufacturer construction lead-time is 8-10 weeks.  Please note that this is an estimate and can change based on multiple factors (items can ship earlier or later than estimate based on workload).  The customer understands that the manufacturer controls all lead-times, not room.

room IN-HOME DELIVERY:  Once your merchandise arrives to our warehouse, our team will contact you to arrange a Saturday delivery. Our Delivery Service includes a team of trained professionals who will unwrap, assemble merchandise if needed, place furniture in desired room(s) and remove all packaging.  

- Local in-home delivery:  $75.00

- Local in-home delivery with assembly:  $95.00

- Local Perimeter area:  $125.00 - $250.00 (25-75 miles from store)

- Full payment is required before merchandise may be scheduled for in-home delivery.

CUSTOMER PICK-UP:  If the customer selects to not have an item delivered, and chooses to pick up, here are a few things you will need to know:

- Item must be inspected for damages prior to accepting.

- Customer will need to schedule a pick-up appointment with room.

- Warehouse is open Monday through Friday, 9am – 4pm.

- Make sure you have appropriate vehicle and supplies (pads, tie downs, etc) to reduce risk of damage in transit.

- Customer will be responsible for signing pick up release form at the warehouse.

- room is not responsible for any damage that occurs to product during pick-up and transit of item(s).

FITTING IN YOUR HOME:  The client is responsible for ensuring that furniture will fit not only in the desired room, but also through doorways, elevators, or stairways. In-Home delivery team will NOT take furniture back to our warehouse it doesn’t fit in your home.  We at room will work with you to make sure you are purchasing appropriate scaled furniture for your space.

SHIPPING:  For deliveries outside our local delivery area, room uses outside shipping companies experienced in furniture delivery. Shipping fees are based on location, amount being shipped, weight of item, etc.  We will work to find the best possible shipping method that works for you and your budget. All shipments are paid-in-full before leaving our warehouse. All merchandise is carefully inspected prior to being packaged for shipment. Shipping claims must be settled with the delivering carrier. room will assist you with necessary documentation to support your claim. You, as the co-soignée, must inspect shipments upon receipt and document any damages on shipping paperwork, and preferably capture with digital images. Depending on your receipt location, please allow 2 – 4 weeks for delivery. Upon shipment arrival in your area, the outside shipping company will contact you to schedule final delivery.