Wicker Living Policies
Wicker Living makes every effort to ensure that its products are of high quality and durability and are free from defects in
materials and workmanship. Wicker Living offers a limited warranty to the original purchaser or the receiver of the shipment
that its products are free from manufacturers defects in materials and workmanship for a period of 1 year from the original date
of purchase or the date of shipment in the case of special order products where the shipping date is longer than 2 weeks from
original purchase order.
If the product fails in accordance with the warranty, Wicker Living will replace or repair the merchandise during the warranty
period at its discretion at no cost to the customer.
If the product must be returned for repairs or replacement under this warranty, the customer is responsible for obtaining packing
material and packing the product in preparation for return and ensuring pickup by the assigned shipping company. Wicker Living
will arrange the shipping.
The warranty does not apply to damage due directly or indirectly to misuse, abuse, negligence or accidents; use of the product
for something other than its original intent; repairs or alterations outside our facilities; or lack of maintenance. Wicker
Living shall in no event be liable for death or injuries to persons or property for incidental, special, or consequential
damages arising from the use of our products.
Product warranty claims may be filed with Wicker Living using the
Contact Us form on our www.WickerLiving.com website.
A detailed explanation of the claim and proof of purchase must be included with the claim.
Proof of purchase includes the original invoice from Wicker Living issued to the customer through PayPal at the time of sale
or the invoice included in the shipment.
Alternatively, the customer can send the required warranty claim and proof of purchase to: Wicker Living, LLC 15065 Kutztown Rd. Kutztown PA 19530
Customer Service and Customer Care
Wicker Living will provide the utmost care and discretion when working with customers and customer orders, customer records and personal customer information. Our aim is to ensure that the customer is completely satisfied and that their personal information is held in strict confidence.
Shipping and Shipping Limitations
The prices on this website and free shipping apply only to orders shipped to or within the 48 contingent Untied States of America. If a customer wishes to have a shipment made outside of the 48 contingent United States of America, the customer shall contact Wicker Living using the Contact Us link and request a price quote to deliver to any other location.
For the original order (does not include special orders), Wicker Living provides free shipping and handling of all ordered merchandise to the customer's desired shipping address. Depending on the quantity of products, size and weight, Wicker Living will arrange and ship the customer's merchandise via common carrier (by truck freight) or a parcel service such as FedEx, UPS, USPS, DHL. Not all merchandise can be shipped via small parcel services and must otherwise be shipped by common carrier.
When products are shipped by common carrier, delivery will generally be made to the curb at the delivery address. Customers will need to make arrangement to meet the delivery and move the merchandise to the desired location. Once the order is confirmed, Wicker Living will provide the customer with the delivery information.
When products are shipped via parcel service, delivery will generally be made to the door at the delivery address. Once the order is confirmed, Wicker Living will provide the customer with the delivery information.
Shipping and Receiving a Parcel Shipment and Damages Due to Shipping
Wicker Living takes the utmost care to ensure that your products are in excellent condition before they are packed and leave our facilities. Each piece is inspected thoroughly and packed in the best way to protect the merchandise through handling and transit. Therefore, if you receive any damaged merchandise, it will undoubtedly be due to the consequences of shipping.
Parcels will be delivered to the customer's door. The driver will attempt to contact the customer at their entrance door. Except for USPS service, for residential customers, the parcel will be left at the door or other area deemed safe by the delivery agent unless otherwise directed differently by the customer. For commercial customers, parcels will need to be singed for. Upon receipt of the merchandise, the customer should thoroughly inspect the shipment for evidence of damage. If there appears to be any damage, regardless of how small, the customer is required to the do the following:
- Within 24 hours, contact Wicker Living at 610-9910110 to inform them of the damage so that a claim can be filed.
- Keep all packing material which is required by the parcel service as evidence of damage.
- Cooperate with the shipping agent on their damage investigation after the claim is filed. Cooperation might require access to the merchandise and packing material.
- If requested by Wicker Living, prepare merchandise for return shipping by repacking with the original packing material.
- Arrange to be available for pick-up of damaged merchandise by parcel service.
Following these parcel shipping and receiving instructions and guidelines will ensure the customer receives their merchandise in new condition with no loss or cost to the customer.
Freight Shipping - Receiving Instructions and Guidelines Including Damages Due to Shipping
Merchandise that is too large or heavy is shipped via a freight trucking company. The freight company delivering your shipment will contact you by telephone (the number you provided Wicker Living when you placed your order or subsequent number you provide) to arrange delivery.
Upon delivery of your merchandise, be prepared to move your cartons from the delivery point where the truck will drop them off at your location. (Typically they will droop it off or bring the merchandise to your building.) Truck drivers generally will not assist you in moving your merchandise into your building. You can ask them, some of them will assist you and some of them will not. They are not required to. You will need to make sure you have sufficient help to move the merchandise into your building yourself.
Wicker Living will ensure that your merchandise is in new condition and is packed satisfactorily for shipment. Your merchandise is being shipped via a common carrier (a truck freight company). Although this is one of the safest ways to ship large items, it is necessary to take precautions when receiving your cartoned merchandise in the unlikely event that your merchandise becomes damaged during shipping.
Wicker Living stands behind your purchase and damage caused by shippers when you follow our guidelines. If you don't follow our guidelines, you will need to file your own damage claim with the freight company.
Inspection of Merchandise For Damage Upon Delivery Guidelines You will need to do the following to ensure that you do not receive damaged merchandise and Wicker Living will handle any damages that may occur through shipping:
Note: Your shipment will be cartoned, taped and in some circumstances have rope tied around it for lifting purposes. To keep prices low, we recycle cardboard for packing and making cartons. Cardboard may appear to look old. Do not let that concern you.
- Do not accept the merchandise or sign the delivery receipt until you have inspected the merchandise inside the carton(s).
- Inform the driver that you are required by Wicker Living (the shipper) to open each carton and inspect the merchandise inside prior to accepting the merchandise.
- Inspect the carton(s) for any signs of damage such as scratches, dents, holes, creases etc. Take note if any exist.
- Open and remove the merchandise from the carton or remove the carton from around the merchandise if it is a large heavy item. (You should have an appropriate tool on hand for cutting tape and cardboard)
- Inspect the merchandise for any damage. Please look for scratches, cracks, dents, bent parts, damage to hidden frames of seating furniture, damage to inside frames or drawers of dressers and legs. Look around real good inside and out.
- If you determine that the merchandise has been damaged in shipment and you do not want to accept the merchandise in the condition that it is in, then you should refuse the shipment. Tell the delivery driver why you are refusing the order. (Generally, you or the driver will write this on the delivery receipt that the shipment is being refused and why and you will be confirming that by signing it after the exception has been documented on the delivery receipt.) If the merchandise is damaged, do not for any reason sign the delivery receipt without indicating on the receipt that the shipment was damaged. Call Wicker Living at 610-991-0110 and report the damage within the next few hours.
- If after inspecting the merchandise you determine that the merchandise is in satisfactory condition to accept, you should accept the order and sign the delivery receipt accepting the merchandise. Should you find shipping damages after you have accepted the merchandise but, you have not noted the damage on the delivery receipt, you will be required to file your own damage claim with the freight company.
Following these guidelines above will ensure that you will only receive merchandise that is in new condition and not damaged with no loss or cost to the customer.
Freight Shipping - Receiving Partial Damage Guidelines
Small scratches or broken glass are not necessarily a reason for having to return a piece of merchandise. Should you want to accept the merchandise and deal with Wicker Living to get a replacement glass or touch up paint, you can accept the merchandise. (Otherwise, refer to Inspection of Merchandise For Damage Upon Delivery Guidelines above)
Should you decide to accept the shipment with partial damage, you need to note the type of damage on the delivery receipt indicating that there was damage by the freight company and you expect the freight company and Wicker Living to arrange to have the damage assessed such as having a broken glass replaced and/or touch up paint or repair parts supplied. Telling the delivery driver is not sufficient. It must be written down on the delivery receipt. Doing this will allow Wicker Living, to file a claim on your behalf to resolve the partial damage issue. In the mean time, while the claim is being processed, Wicker Living will process an order for the damaged parts and have it delivered ASAP. You will not have to file a claim with the freight company under this scenario. Wicker Living will handle the claim separately unless you neglect to document the damage on the delivery receipt. In which case you must file your own claim with the freight company.
Contact Wicker Living When Damage is Discovered
Upon discovery of damaged merchandise and within 8 hours, the customer will contact Wicker Living at telephone 610-991-0110 or, by using the Contact Us form on our www.WickerLiving.com website form describing the damaged merchandise. Wicker Living will make arrangements to correct the problem. When merchandise is damaged by the shipping agent, the customer is not responsible for any shipping costs associated with return shipping to Wicker Living's facilities providing the customer has followed the shipping instructions and guidelines.
Shipping - Returns- Exchanges
Wicker Living offers free shipping to its customers for specific items offered on this website for the original purchase and shipment of the product to the customer. If the customer is not satisfied with their purchase, it may be returned for a full refund or exchange with certain exceptions. Except for warranty service, all returns shall be made at the customers expense. In the case where the customer is exchanging the product, the customer is also responsible for the additional cost to send the replacement product. Returns must be made within 10 days of original receipt of product. The customer is responsible for all packaging, shipping and handling costs associated with returning the product to Wicker Living. Merchandise that can not be returned for refund include: any wicker or rattan furniture or home decor product catalog item that is custom made; cushions that are included in a catalog item; any glass or cushions ordered separately; blow-out; close-out and auction items.
Specific Shipping and Receiving Guidelines for Freight Shipments using Common Carriers
Shipping - Special Orders
A 6% sales tax will be assessed on all sales for all shipments made to Pennsylvania receiving addresses.
Every transaction on WickerLiving.com is secure. We use PayPal, the worlds largest and experienced handler of on-line financial transactions. We value the trust you place in Wicker Living. We want to ensure that you understand that Wicker Living does not share any personal or private data it may hold with any other entity. If you have additional questions or would like further information on this topic, please feel free to write Customer Service using the Contact Us form. Wicker Living may update this policy from time to time. Please check our policy periodically for changes.
Wicker Living offers free shipping to its customers for the original purchase and shipment of the product to the customer. If the customer is not satisfied with their purchase, it may be returned for a full refund with certain exceptions. Except for warranty service, all returns shall be made at the customers expense. Returns must be made within 10 days of original receipt of product. The customer is responsible for all packaging, shipping and handling costs associated with returning the product to Wicker Living. Merchandise that can not be returned for refund include: any wicker or rattan furniture or home decor product catalog item that is custom made; cushions that are included in a catalog item; any glass or cushions ordered separately; blow-out; close-out and auction items.