Special Order Policies

Having a one of a kind item made for you can make your room special and unique, and we are glad to assist you in beautifying your home. Below are some important things you need to know about your special order.

A special order is:

An item not displayed on the floor
An item not stocked in our warehouse
An item displayed in our store, but available in a different color, size, or finish

A special order cannot be cancelled. Our 30-Day Happiness Guarantee does not apply to special orders.
However, factory warranties and Steinhafels one-year service policies do apply.

If your merchandise does not fit in your room (down the hallway, up the stairs, etc.) it cannot be returned since our manufacturers will not allow returns. Do not special order if you feel this may be a problem. Please take accurate measurements before ordering.

Minimum Production Time – 10 weeks. Actual arrival times vary, but as a general rule, please allow 10 weeks for the arrival of your special order. Manufacturers may not have the materials for your order in stock or delays in shipping may occur. Special order purchases not available in our warehouse within 120 days from your purchase date however, may be cancelled without a restocking fee and we will refund your money or allow a reselection.

Dye lots on fabric samples may differ in shade from those actually delivered by the manufacturer.
Steinhafels is not responsible for any dye lot differences.

If an item arrives damaged, our extensively trained, skilled craftsmen can restore the piece(s) to original condition. Furniture manufactures, like auto and computer manufacturers, repair/replace component parts and do not replace the entire item.

All damage claims must be reported to our Service Department within 5 days.

If the item is materially damaged upon delivery, Steinhafels reserves the right to:

Inspect damaged merchandise in your home;
Provide service in your home, at our warehouse, or at the factory depending on service required;
Repair or replace merchandise at the discretion of Customer Service.

Our buyers will audit the sales contract for pricing accuracy. If adjustments are needed you will be contacted for approval before your order is placed with the manufacturer.

If for any reason you fail to take delivery of your special order merchandise, a 33% restocking fee will be forfeited. You will lose 33% of your purchase price since your special order cannot be returned to the manufacturer for credit.
(50% deposit - 33% restocking fee = 17% of deposit refunded).