Customer Satisfaction Policies
Below we have outlined many of our satisfaction policies. We believe active communication is the cornerstone of any good relationship. It is our desire at Walker Mattress, Furniture & Appliance to ensure you get the best customer service and enjoy a great buying experience. In order to achieve this goal in all areas of our business, for the greatest majority of our customers, we hope you will understand our need to operate within certain policies.
Delivery Service
Because we offer delivery to such a broad area, we must deliver in route. We are unable to give an exact time of day for delivery. However, we will give you an estimated delivery window when scheduling your delivery. Please have the area in your home free and clear of obstructions and ready for delivery. If you cannot be there to take delivery, please arrange to have a responsible person present so that we may rely upon his or her signature as authorized to inspect and accept delivery. If delivery to the designated room involves limited maneuverability because of narrow walls, doorways, or stairwells, etc. we cannot be responsible for any damage that could result in attempting placement. If setup in the designated area is not feasible, delivery will be made to an accessible area. We recommend that you carefully inspect the merchandise before signing off that the merchandise was received in good condition. Any damage is the responsibility of the customer after the merchandise has been delivered. We do not level furniture on floors, and we cannot remove your existing furniture or move it for you. Appliance removal service is included in your appliance delivery; however, we do not move your appliances unless they're being hauled away. We do not haul away old mattresses.
Pick-Up
We recommend that you carefully inspect the merchandise before we release it to you. Any damage that occurs after Walker releases the merchandise for pick-up is the responsibility of the customer. The customer is responsible for securing and protecting the load. Items are provided in the factory packaging or plastic wrapped by seller. We love to lend a hand helping load your vehicle but are not responsible for any damage to your vehicle or to the merchandise transported. You need to bring your own straps, or something to tie the merchandise down. Please verify pick up time 1-hour before coming to pick up your order and also provide receipt of purchase.
Customer Responsibility
It is the customers responsibility to make sure that the size of the ordered furniture is to their needs. Walker will not be held responsible for any order that does not fit in the room, through any doors or staircases. Although we try to show the best images for our products, sometimes colors are slightly different than shown. Walker cannot be responsible for color or shade differences than shown in our catalogs.
Damages Policy
Although rare, unfortunately damages during the shipping and manufacturing process occasionally occur. In order to address any issues promptly, please take the time to inspect the merchandise. Please keep in mind that furniture, like any other major purchase such as a car, washer, refrigerator, etc...is manufactured in component parts. If a component in your furniture is defective, we will repair or replace it. Most manufacturers do not allow exchanges or replacement of the entire product if a component is defective. for example, an auto maker won't replace your entire car if the hood is scratched. Our skilled service technicians are trained to replace or repair components to factory specifications. Our goal is to have satisfied customers and that is why we inspect each piece prior to delivery. We only deliver furniture that we would be proud to have in our own homes.
Rustic Furniture
Our rustic collection features solid pine wood. All wood is kiln dried, this process allows the wood to continue to react to the changing temperature, humidity, and less likely to have distortion. Rustic furniture has a distinct distressed look that features splits, cracks, knotholes, and uneven edges. These features should not be viewed as a product defect but seen as a distinct characteristic of rustic furniture. Our rustic furniture collections have different wood grains, which represent different textures and tone variations. These variations make it virtually impossible to guarantee an exact match between two pieces.
Special Orders
We are happy to special order products for our customers with the following conditions:
A non-refundable minimum deposit of 50% is required. The remaining balance is due upon arrival of your special order.
Special orders cannot be cancelled once the order has been placed.
Date of delivery is estimated according to information provided by the factory. Actual delivery may vary from this estimate.
Special order merchandise is not returnable for any reason.
Special order merchandise will be repaired and not exchanged or reordered.
Note: a special order is any item(s) that are not normally stocked and displayed by Walker such as style, finish, fabric, or color, etc.
Floor Model, Clearance, or "As is" Merchandise
Merchandise must be paid in full at time of purchase (unless financed)
All floor model and clearance items are as is. All sales are final. No refunds, returns, or exchanges will be given.
Floor model, clearance or "as is" merchandise does NOT include a manufacturer's warranty.