Terms and Conditions

Shipping Methods

We will ship most of your orders using Russell’s Furniture Delivery trucks or a trusted delivery partner, so we can provide the most reliable, fastest and safest method possible. We deliver every product on our site has been carefully identified to ship by a particular method in order to provide optimal delivery service at the most affordable price. We only deliver to the “Greater San Francisco Bay Area”; for a List of Cities look in Service Areas.
We have several methods of shipment available: Pick-Up, Freight Carrier, and White Glove

Freight Carrier

When shipping by Freight Carrier, it means the item is too heavy or too large to ship via the small parcel UPS/FedEx services so it will be sent to you by freight carrier. If your purchase is being delivered via a Freight Service (Russell’s Furniture Delivery trucks or a trusted delivery partner), you will be contacted by the Freight company via telephone 1-2 days prior to delivery to schedule a delivery appointment. You will need to be present to sign for the item.

Please note the following important details about Freight Delivery:

1) You will be responsible for moving the item from your doorstep to your home (or wherever it is going). Please keep in mind that you may need assistance from a couple of people. Freight delivery personnel are not required to move the item into the home.

2) Additional costs may be incurred if you live on a small street that is not accessible via truck. In such cases, the freight company will need to transfer your purchase onto a smaller truck for delivery. If you know that large moving trucks cannot access your street (a problem in some cities and rural areas), you must contact us in advance of placing your order so that we can notify the freight service and obtain a cost estimate for you before you place your order.

It is important for you to inspect your shipment carefully!

Any damage made to the carton or product itself, must be noted on the freight bill BEFORE the driver leaves. Please write “PRODUCT DAMAGED” on the sheet they ask you to sign. This ensures that if there is any damage, we can assist in correcting the matter.

If damage is noted, you may refuse the item or decide to keep it. Please note that keeping a defective item does not warrant a discount.

White Glove

This item will be delivered by a Russell’s Furniture Delivery trucks or a trusted delivery partner. White glove deliveries provide the customer with many benefits throughout the delivery process. White glove delivery service consists of a trained two-person team that will assist in helping move your order from the truck into your home.

There are many levels of White Glove Delivery. We have chosen the premier service for our customers.

Russell’s White Glove service level is the ideal choice for deliveries that demand not only placement, unpacking and debris removal, but up to 30 minutes of light assembly. Most items are pre-assembled at the warehouse by trained professionals before loading onto the trucks An example of this service is the delivery of a bedroom set to the room of your choice, removal of all the packaging, assembly (attaching the headboard, footboard and rails) and the placement of the remaining furniture in the exact location you want as long as space is cleared. Please predetermine where you want the furniture to go, delivery crew will only move the piece of furniture once.

Please note: This service includes carrying the product up two flights of stairs from the building threshold (4-15 steps = 1 flight). Having items carried up more than 25 steps and longer assembly periods are available as additional services which would require additional charges. Please contact us if you feel you need these services. “White Glove” does not mean deliveries will be done in white gloves.

*In all cases the shipper will not hookup any electrical or component wires. It is important for you to inspect your shipment carefully!

Any damage made to the product itself must be noted on the freight bill BEFORE the driver leaves. Please write "PRODUCT DAMAGED" on the sheet they ask you to sign. This ensures that if there is any damage, we can assist in correcting the matter.

Service Areas

For Russell’s white glove deliveries in these counties: Santa Clara, San Mateo, Santa Cruz, San Francisco, Alameda, Contra Costa, and Marin counties, also cities and surrounding areas of Hollister, Salinas, and Monterey. For surrounding counties call for to see if it is available for our white glove delivery.

Returns

We recommend all customers come to the stores to see the items in person and take the proper measurements to ensure that they will fit into the space desired. In stock can be returned with a 25% restocking fee, which upon manager’s approval may be used as a store credit. On all other special order items, there is no returns or cancellations once they are in production by the manufacturer. There are no returns on mattresses unless specified by the manufacturer.

All items returned must be in same condition as delivered, unused, and unmodified. Items returned under this policy are eligible for a refund. (Please note: Made-to-order, personalized or custom-made items are not eligible for a refund.) The full purchase price minus restocking fee and shipping and handling costs will be refunded. It is your responsibility to pay for the shipping cost to return the item to us or our manufacturing warehouses.

Many of our products have reduced shipping rates or free shipping at the time of order. Please take note that if you return one of these products, our actual outbound shipping costs will be deducted from your refund. In addition, a restocking fee which will be deducted from your refund as well.

If your order has shipped, it cannot be canceled. If you refuse an order, it will then fall under our standard return policy where roundtrip shipping costs and applicable restocking fees will be deducted from your refund.

Inspect Your Order for Damage or Missing Parts

It is important for you to inspect your shipment carefully.

If received by Pick Up or White Glove Delivery:

Any damage made to the carton or product itself must be noted on the Received bill before the driver leaves. Please write "PRODUCT DAMAGED” with description of damage on the sheet they ask you to sign. This ensures that if there is any damage, we can assist in correcting the matter. If damage is noted, you may refuse the item or decide to keep it. Please note that keeping a defective item does not warrant a discount. If you refuse delivery, please notify us so we can expect the return shipment and send you a new one.

If you have already accepted the order and find that parts are missing or are damaged, please contact us immediately (within 24-48 hours) so we can ship replacement parts.

Made-to-Order, Personalized or Custom-Made Orders

Any item that is made-to-order, personalized or custom-made is not eligible for a refund. All sales are final. A return will not be accepted unless there was a manufacturing defect. If this occurred, please contact us immediately.

How To Cancel An Order

Orders canceled after 24 hours may be charged to your account if product shipment cannot be stopped. To cancel an order, you must CALL US. We will not accept a cancellation request via e-mail or fax. We will attempt to accommodate your request but cannot guarantee cancellations made after 3:00 P.M. EST on the day that you placed the order.

How To Change Your Order

If you need to change something about your order, such as a color, finish type, product or quantity, simply contact customer service by phone. A customer service person will ask for your order number. If you do not have that handy, your name and “bill to” information will be required. It is our policy to send an e-mail confirming the change on the original order. Can only change order if the order hasn’t been processed.