Do you have a catalog?
What if I want to furnish a complete office or project?
Will you provide a furniture layout?
How long before my purchase arrives?
How do I check the status of my order?
Freight carrier responsibilities
Calling before delivery
Shipping outside the continental United States
Cancellations and changes
I'm an individual, not a business. Can I buy from you?
How do you use my email address?
Contractual Obligations - Your Agreement
Q. Do you have a catalog?
A. No, because our prices would have to be higher, for two reasons:
First, we would have to compensate for unexpected price increases between editions. Without a catalog, if prices change we adjust our online price on the individual item quickly. A printed catalog requires a business to have higher prices on every single item to cover themselves in case of increases.
We don't have that problem and the happy result is that you save money.
Second, we don't have the expense of printing a catalog with several items you're interested in along with several thousand items you don't care about. That's why you often find businesses on the Web without catalogs are less expensive than businesses with published catalogs. Less overhead means lower prices.However, we have brochures from almost every manufacturer we represent and will gladly send these to you for items you're interested in.
The result is that you will have more information about the particular products you're intrigued by rather than compressed descriptions of several thousand products.(Top)
Q. What if I want to furnish a complete office or project?
A. We can easily provide quotes online.(Top)
Q. Will you provide a furniture layout?
A. No. If you need a furniture layout, you should contract a licensed interior designer or architect to provide these for you. You will have a much better experience with these professionals than you will in getting furniture layouts from furniture dealers. We highly recommend you interview several and look at their portfolios prior to signing a contract, because even though interior designers and architects are degreed and licensed professionals, they bring their own tastes to your project. You should be sure your tastes are compatible prior to signing any contracts.(Top)
Q. How long does it take to get my product?
A. That depends on what you order. Every single product we sell has the "Availability" time indicated near the bottom of the page above the Order button.Please note the Availability time is the approximate time that is our best knowledge of the manufacturer's current lead times and is subject to change without notice. The Availability is the time it takes to manufacture your order and ready it for shipment and is subject to change due to a variety of circumstances.
Such times are variable
and out of our control and subject to the manufacturer(s)' current work loads and inventory stocks and SunHouse Group will not be responsible for either early shipment or delays under any circumstances and you specifically agree to this condition.
Further, the time noted does not include transportation time from the factory to your facility,
which can be up to ten business days, but in practice is usually less than a week, depending on where you are in relation to the factory. You specifically agree that transportation time is out of our control and you will not hold SunHouse Group responsible for transportation delays.
If you prefer faster delivery, please contact us for a quote. We will ask the factory if it's possible, but most items will not ship faster than the time shown as Availability on the product page, due to manufacturing schedules.
You wouldn't want someone getting in front of you and bumping your order further back in the queue, would you?(Top)
Q. How do I check the status of my order?
A. Products are custom-made to your order by our manufacturers. On each product page, there is a field that says Availability
The Availability shown on the product page is approximately
how long it will take to manufacture your order (based on our most recent lead-time update from the factory). Take the date you place the order and add the Availability time to it. Add a week to that for transit time from the factory.
If you feel you need to check the status of your order, please email us
rather than calling. Please remember to include your order number. We will contact the factory in order to get the information for you.(Top)
Q. What forms of payment do you accept?
A. American Express, Discover, MasterCard, Visa, and checks. Purchase orders are not accepted, but we will be happy to provide a proforma invoice for any amount over $100.00. Upon receipt of your check, we will place your order. Orders requiring proforma invoices for less than $250.00 will require a $25.00 Service Charge per invoice generated.
We do not offer payment plans or open credit. Sorry. On orders exceeding $5000.00, you have the option of paying 90% with either a credit card or check in advance and you may retain 10% of the total for 10 business days after receipt of the product, if you choose. Retainage unpaid after 30 days will be subject to collection actions we deem warranted.Please note that the vast majority of our products are custom made to your order and cannot be canceled once in production without substantial cancellation fees and some may not be able to be canceled at all.(Top)
Q. What about taxes?
A. If you're in Texas, we charge Sales Tax. If you're not, we don't. Please check your local laws. You may be responsible for paying the Use Tax on purchases from out-of-state.(Top)
Q. What about freight charges?
A. Many of our products have the cost for transport already included in the price. If not, you will be given a price for the freight prior to acceptance of your order. If an item has Free Shipping, that applies only to the continental United States. Orders to Alaska, Hawaii and US Territories will always have additional freight charges. We do not ship to any country other than the United States.(Top)Q. What are the responsibilities of the freight carrier?
A. The freight carrier driver is a contractor, not our employee, and is responsible only for bringing the product to the end of the truck.
They do not have to bring it any further than that point, although many truck drivers will assist you to take it a little further. However, do not rely on this. If you have a heavy shipment, please be sure to have sufficient help on-hand to assist you in unloading the truck and placing it where you wish.If you prefer inside-delivery and/or setup of your product, please contact us so we may assist you in finding local contractors for you to choose from. We do not provide inside-delivery or setup directly and these charges are separate from any freight charges from the factory to your address.
Freight carrier drivers are not required to bring in your furniture or install it. Please understand the freight carrier driver follows an entirely different set of rules than your friendly, everyday small-package delivery person.
Please note that large items are carried via freight lines. These trucks typically unload at freight docks. If your building does not have a dock, you will require a lift gate and there will be an extra charge for this.
If you are having your product delivered to a residence, you should know that many freight lines have additional charges for deliveries to residential areas.We strongly recommend that if you are purchasing a large or heavy item you allow us to ship it to either a moving or furniture installation contractor in your area. They are set up to handle large and heavy items. They will receive the product, inspect it for damage, schedule an appointment at a time convenient for delivery, bring the product to your facility on their vehicle, unload it, place it where you wish, set it up ready for use and remove packing debris. You will be much happier paying a contractor for these services than if you attempt to handle receiving and setup yourself.
We will be glad to assist you in locating a company to receive and deliver your furniture in your area, but you will contract and pay that company directly. This is to allow you the maximum amount of control for the minimum amount of money. We do not sub-contract receiving and installation and receive no money from these contractors and you specifically agree that the actions of such contractors as you employ are out of the control of SunHouse Group and you will in no way hold SunHouse Group responsible for the actions of such contractors.(Top)
Q. What about freight damage?
A. No matter what you've heard, if there is damage, DO NOT
refuse a freight shipment. Refusing the shipment complicates the process enormously and you will be responsible for additional charges created by refusal.
Inspect the boxes when you receive them before you allow the freight carrier's driver to leave. This may make them a bit grumpy, but it's part of the driver's job. If there is the slightest mark on the box, open the item and inspect it. If there is any damage whatsoever, mark the freight carrier's delivery ticket with a notation of the damage. List the damage in detail on the freight bill before you sign it. If necessary, make a separate document, but include the freight bill number on the document. Have the freight driver sign your copy of the freight bill along with the damage notes.
We are not responsible for freight damage, but we will assist you in filing a freight claim.
Once the product leaves the manufacturer's dock, it belongs to the freight company. Your signature upon the freight company's bill of lading indicates your acceptance of the shipment in perfect condition, therefore, please do not sign the carrier's paperwork until you are certain it is indeed in perfect condition.
Freight companies often deny claims for "concealed damage" or pay a fraction of the cost. Your only hope of getting the full amount of the cost of the product is to have noted the freight bill appropriately. All packaging for any damaged product must be saved. As we are neither the shipper nor the freight line, we cannot replace your product without payment of full replacement or repair cost from the freight line.
Here's the way the process works:
1. You buy it from us. The factory owns it until it ships from their dock.
2. A freight line is contracted to move it from the factory dock to your dock. At the factory dock, the freight line driver signs for it as being perfect. The document he signs removes it from factory ownership and transfers ownership to the freight line.
3. When it arrives at your dock, an employee of your organization inspects it and signs for it. At that point, any damage should be noted on the freight bill. Until the freight bill is signed, it still belongs to the freight line. Once it is signed for, however, ownership transfers to your organization.
4. If concealed damage is found, freight lines do everything possible to wriggle out of it, implying the shipment was delivered perfect and someone at the end user site must have damaged it. Otherwise, why did you sign the freight bill without noting any damage?
The whole convoluted process and chain of custody is regulated by Federal law since the product is crossing state lines. It makes it possible for strangers to make interstate commerce work. If you can think of a better way to make this work, please contact your legislators.
Sometimes we hear, "Oh, this looks like it came from the factory like this." Let's think about this for a moment. Why would a factory box up damaged product and ship it across the country as if you won't notice? Damage is a hassle to deal with for everyone. It's far cheaper to send a perfect product rather than expect anyone would accept one that wasn't. No, the freight line did it. Let's work together to make the actual guilty party pay.
We cannot emphasize strongly enough: If there is any damage to the product, save ALL packing materials and contact us immediately.(Top)
Q. Will the freight carrier call before they attempt to deliver my order?
A. Freight carriers will not call before delivery without payment of a $25 fee for this service. If you want this service, please contact us so the notation can be made on your order and your account billed accordingly. If you requested this service and it is not performed, you have the right under Federal law to refuse the shipment and make the carrier redeliver the product 24 hours later, without redelivery charges. In practice, if you receive the product anyway, the carrier will not refund the call-before-delivery fee.
If you are not able to accept a shipment between the hours of 8 AM and 5 PM on weekdays which are not holidays, please let us know so we can make note of this to the manufacturer and they can alert the freight carrier. If the driver attempts to deliver your product and no one is there to receive it, the freight company may charge you a re-delivery charge, which is your responsibility to pay and you specifically agree to this condition.(Top)
Q. Do you ship outside the continental United States?
A. Yes, to Hawaii, Alaska and U.S. territories, but it involves additional freight charges. We do not ship to countries other than the United States.(Top)
Q. What's your return policy?
A. Custom orders made specifically to your color specifications, fabrics and leathers are not returnable once shipped. Once in production, a custom order may not be able to be canceled at all or at best, will incur cancellation fees. Further, please note the majority of our products do not exist prior to your order and are made specifically for you upon order placement. These orders are considered to be custom regardless of color choice.
We accept returns of non-custom
merchandise up to 15 days after receipt of your order, however no merchandise may be returned without our written consent and shipping instructions and may be subject to a cancellation fee of up to 40% of the list price. Some of our vendors will not accept returns and others have a minimum sale amount of $250.00 before they will even consider accepting a return. If you have any questions regarding which products these are, please contact us either beforehand or make a note in the comment field of your order. Unauthorized returns will not be accepted. The cost of shipping the product to you and the cost of shipping to return merchandise will be your responsibility in any case and by use of and/or purchase from this site you specifically agree to these conditions.
Please be certain you have reviewed fabric and finish samples prior to ordering; we are happy to send you fabric and finish samples and would far rather delay your order for a week to be certain you are getting exactly what you need rather than make you angry by sending you a custom product which looked different on your monitor, but which you can't return. Patience is a virtue when dealing with custom products!(Top)
Q. What if I change or cancel my order prior to shipment?
A. Changes or cancellations may only be made with our written agreement and a cancellation fee may be assessed dependent on the progress of your order at the manufacturer. Some custom orders may not be able to be canceled at all. You specifically agree by purchase of items from this site that you are aware of and agree to these conditions. Please contact us immediately if you have any doubts.
In our case, if we find that an error was made due to a manufacturer's discontinuation of the product or price increase or due to our own error, we will request your permission to either increase the amount of your order or cancel it. You will be informed of the change prior to being charged for any increase.(Top)
Q. What about Warranties?
A. All products we sell are covered by the manufacturers' warranties. In the unlikely event you receive a product with a defect, please contact us and we will ask a local factory representative of the manufacturer to evaluate and recommend a solution, replacement, or repair.(Top)
Q. I just want a single chair (or a lamp or a whatever) for my home office. Can I buy from you?
A. Sure. Just be aware of our Return Policy and Cancellation Policy. Both can be quite stunning to individual consumers. Although we will accept orders, we do not encourage individuals to order from us, our primary markets are architects, facility managers, interior designers, and general contractors. These are professionals familiar with the products we sell and the quirks of the contract furniture industry, such as restocking fees and orders which can't be canceled. If you order something and don't like it, you may well be stuck with it, not because we
want to be jerks about it, but simply because those are the factory's terms and conditions. To sell their products, we work by their rules. If this bothers you, please order from someone else. We'd love to have your order, but even more than that, we prefer not to make you mad.(Top)
Q. How do you use my email address?
but we'll sum it up: Only to complete your order.
We will not send you unsolicted email and we won't sell, rent or give away your email address or any other information you give us.(Top)
Q. I'd like to see it before I buy it. Can I get a sample?
A. Certainly, if it's a non-custom product. Custom products, with your selection of fabric or color, made to your specifications, are not returnable. However, if it's something simple, all you have to do is pay for it. If you feel you absolutely must touch and feel the product before purchasing, we recommend you find a local store. This site primarily caters to interiors professionals who are familiar with the products we provide. Unfortunately, there are fixed costs associated with fulfilling an order, both for us and for the manufacturer, whether it's a sample or an order. Because of this, the minimum product price at which we can afford to send a sample is $100. Further, you are responsible for freight charges going to you and, if needed, to return the sample.(Top)
Q. Can I copy information, photos or graphics from here?
A. You may reproduce any information you find here for the purpose of demonstrating the products we represent to prospective purchasers. However, please be aware that the copyrights on the majority of the photographic and graphics materials here are owned by the manufacturers represented and are used with their permission. The original copyright belongs to the manufacturer and we recommend that if you choose to use the information to promote the manufacturer's products without our logo information attached, you should contact the manufacturer directly for their permission. Copyright infringements, outside of the narrow definition above, will be prosecuted to the fullest extent of the law.(Top)
Q. What am I agreeing to by using this site?
A. Your use of this site and purchases from the site constitutes acceptance of and agreement with our current terms and conditions as defined on this web page. This is a Contract that you are entering into with all the legal obligations of any contract. Please do not purchase from us if you have any doubts whatsoever. We will be happy to discuss any concerns you may have. Waiver of any particular term or condition due to special circumstances can only be executed in writing by an officer of SunHouse Group and you agree that such waiver will be a one-time event and will not invalidate these terms and conditions beyond that event.
SunHouse Group reserves the right to make changes or modifications to products and pages shown on this site. Errors on this site created due to changes or modifications by manufacturers, either by changes in specifications or pricing, will be communicated to the purchaser when relevant to an order-in-process and the purchaser will have the right to cancel the order-in-process without penalty if it is due to a manufacturer's change or modification.
Cancellation of the order is not available once product is either in production or has been shipped without cancellation fees being incurred. Products shown here represent SunHouse Group's best knowledge of the product on the day which the page was last updated and may be out of date due to modifications made by the manufacturers. SunHouse Group is not responsible for errors, omissions or changes to product specifications by the manufacturer which were not communicated to SunHouse Group by the manufacturer, but makes every reasonable effort to ensure that product pages are current.
Credit card charges reversed without written permission of an officer of SunHouse Group may constitute Fraud and may be prosecuted to the fullest extent of the law. We prefer to refund your money if we can do so without cost to SunHouse Group, but most orders from this site cannot be canceled once entered without substantial cancellation fees and some orders cannot be canceled at all. Your consideration and your patience are virtues when dealing with custom products made to your specifications.
This agreement will be governed by and construed in accordance with the laws of the State of Texas applicable to agreements negotiated, executed and performed entirely within the State of Texas. This agreement supersedes and will have precedence over any other agreements between you and any other parties within the broadest scope of such terms and conditions which are contained herein. Both parties agree to seek Arbitration through a nationally recognized arbitration organization to resolve disagreements prior to seeking legal recourse through the court system except in the case of criminal actions in which SunHouse Group reserves the right to immediately file charges.
Any cost of collecting unpaid debts, including arbitration fees, court costs, or attorney fees will be the responsibility of the debtor to pay and will be added to the original debt and you specifically agree to this clause.
Any claim or action brought by one of the parties in connection with usage of this site and this agreement shall be brought in the appropriate State or Federal court located in Travis County, Texas and both parties specifically consent to the exclusive jurisdiction of such court.(Top)
Thank you for your consideration.
Looking for what else we may have to offer? Please see our coat hanging accessories site at SunHouse Coat Hooks