Steinhafels Policies

Delivery

  • All items must be paid for in full before delivery may be scheduled.
  • Your merchandise must be delivered within 30 days of your order(s) being available/in stock.
  • Orders may be rescheduled once, orders rescheduled more than two times will be cancelled.
  • Steinhafels is not responsible for any damage to your property resulting from the delivery of your merchandise. This includes, without limitation, any damage to curbs, driveways, sidewalks, steps, patios, irrigation lines, trees and/or landscaping.
  • Delivery damage to your home and property must be reported at time of delivery.
  • Damage to your merchandise must be reported within 5 days of the delivery.

Delivery Charges:

  • Steinhafels delivery charges are based on zoned zip codes. Clearance and as-is merchandise is subject to a regular delivery charge plus an additional $50. We strongly encourage customers to take their clearance merchandise with them.
  • Delivery charges are not refundable if you decide to return your merchandise. Credit memos will reflect a credit for all merchandise returned with the exception of the delivery charge. The new sales order written for your reselection will include your newly selected merchandise and a delivery charge. Mattresses exchanged under sleep guarantee have a delivery charge.
  • If you cancel/reschedule an order less than 24 hours prior to your delivery, you will forfeit your delivery charge and be required to pay another delivery charge.

Delivery Preparation:

  • Rooms and hallways should be cleared for delivery. Our drivers will not move existing furniture; however, they will assist in positioning your new furniture.
  • Drivers will not move, setup, disconnect electronic devices including but not limited to TV sets, audio equipment, speakers, and cable boxes.
  • For a fee we will remove innerspring or foam mattresses and foundations. We do not remove any other types of mattresses or furniture. Soiled bedding will only be removed at drivers discretion.
  • To insure the safety of our drivers, snow or any other pedestrian obstacles must be removed by you before our drivers can accomplish the delivery.
  • Difficult and/or unsafe deliveries (such as window entry) and deliveries above the third floor (without access to an elevator) will not be done by our delivery drivers. Hoists and balcony deliveries will not be attempted under any circumstances.

Delivery Options:

  • Premier Delivery: Two delivery professionals will deliver, place items in your home, and assemble them (when applicable). Items are unwrapped, inspected and all packing materials are recycled. A two-hour delivery window will be provided the day before delivery. Additional charges will apply for clearance items.
  • Shipping Plus: One delivery professional will drop-off to your curb, driveway or garage. The customer is responsible for assembly and final placement in the home. Items are in original packing material and not inspected. A two-hour delivery window will be provided the day before delivery. This option is only available in the metro Milwaukee, Madison, and Kenosha/Racine markets. Excludes clearance merchandise.
  • Store Pickup: The customer picks up the merchandise at one of our Steinhafels SuperStore locations. Click here to find a location near you!
  • Free Mattress Delivery: Two delivery professionals will deliver and place your mattress, box spring and/or power foundation in your home, and fully assemble (when applicable). Items are unwrapped, inspected and all packing materials are recycled. A two-hour delivery window will be provided the day before delivery. Mattress delivery is free for purchases of at least $498. Charges will apply for clearance items.
  • All returns or exchanges must be completed at a Steinhafels Superstore location.

Pickup

  • Please bring original receipt and photo ID.
  • Identification is required for all pickups.
  • If the person picking up the merchandise is not the named purchaser on the sales order they must have the original sales receipt.
  • All your merchandise must be at the pick up location. Click here to verify!
  • If you need to change your pickup day, please provide 24 hours notice. If picking up at Waukesha, click here to reschedule.
  • Upon notification that your merchandise has been received in the warehouse, you must schedule or pickup your merchandise within 30 days or the order will be cancelled.
  • Some assembly may be required if you choose to pickup your merchandise.
  • Merchandise must be dropped off and picked up for any return, exchange, or for service.
  • If picking up special order merchandise and a defect is found, Steinhafels will provide a service technician to repair that merchandise.
  • Pre-scheduling your pick up will significantly reduce wait times. Call 866-351-4600.

Safety Instructions:

For your safety and the safety of others, Steinhafels does not advise and will not help load or tie your furniture in the following situations:

  • Any item in the back of any open trailer or flatbed truck.
  • Any item on the top of any vehicle or any vehicle rack.
  • Any item unsafely stacked on top of another.
  • Any situation, including but not limited to those listed above, that we judge to be unsafe.

Steinhafels does not recommend that you transport any of these items under these circumstances. Should you elect to do so, you act at your own peril and acknowledge that Steinhafels has informed you that what you are doing is an unsafe and ill-advised activity. Under no circumstances will Steinhafels be responsible for loss/damages incurred once merchandise leaves the loading dock.


If you are concerned about the safety of your load, please contact our staff to take advantage of Steinhafels' professional delivery service.

Service

  • We service all products (excluding accessories, clearance and As-Is items) for one year against manufacturers’ defect. After the one year warranty, we will assist you in obtaining parts from the manufacturer.
  • We only service in our delivery areas.
  • Relocated Furniture: Damage that may have occurred due to improper handling of the merchandise by moving it, will void Steinhafels one year warranty.
  • Extended Warranties: Steinhafels strictly adheres to manufacturers’ warranties. Extended manufacturers’ warranties that exceed one year will be subject to transportation, labor and service fees.
  • Upholstery/Area Rugs: Dye lots and swatches seen at the store may differ slightly from actual dye lots on delivered manufacturers’ product. Steinhafels is not responsible for any of these dye lot variances. Upholstered fabrics are warranted against defective material or workmanship for one year from the date of purchase under normal care and use. This warranty does not cover fading, pilling or shrinkage and is not valid where there is evidence of heavy soiling or abuse. Fabric damage or fabric failure due to improper cleaning or animal use is also excluded from the warranty. Consult your salesperson for proper cleaning instructions. The fabric warranty will not be honored if any evidence of animal use is found.
  • Leather is a natural material and surface marks and variances in color show that the leather is genuine top grain. Steinhafels cannot be responsible for these natural variances in leather.
  • Accessories: Carefully inspect all pictures, lamps, accessories and area rugs before you take them with you. Accessory items are not serviced.
  • Deferred Billing Plan: During service, your billing plan remains in effect. Your original promotion period deadline does not change. Monthly payments must be made during service/exchanges on deferred billing plans to avoid late charges or interest.

Exchanges & Returns

  • If you return your original stock furniture purchase within 30 days of its delivery or pickup, your money will be refunded minus a 10% return and processing fee (excludes rugs and accessories).
  • Merchandise must be returned in like new condition with no damage or wear of any kind, no exceptions.
  • All sales must have a receipt to exchange merchandise or obtain a refund.
  • Merchandise in your home longer than 30 days cannot be returned.
  • Damage to your merchandise must be report within 5 days of the delivery.
  • Steinhafels is not responsible for any damage to merchandise caused by pets.
  • Mattress sets carry an exclusive 120 night sleep guarantee only with the purchase and installation of a qualifying mattress protector on your new mattress. We recommend that you allow a minimum of 30 days for your body to adjust to your new mattress. If you find you are not comfortable, Steinhafels will allow a one-time exchange OR let you return it. A $149 return and processing fee will apply on any exchange or return of a mattress and/or boxspring, must be returned in like new condition with no damage of any kind and factory law labels as originally attached no exceptions. This guarantee excludes power foundations/ adjustable bases, mattresses with a missing law label, pillows, mattress protectors, sheets and stained/soiled mattresses.
  • If you received a free promotional item with purchase, the free promotional item must also be returned in its original condition or you will be charged full value of the promotional item. Your receipt may attribute a nominal cost on the item from the group/set price.
  • Due to health reasons, pillows, sheets, blankets, and mattress pads cannot be returned and you will be charged for full value of these items.
  • The following items cannot by returned or exchanged, “AS-IS” items, furniture protection plans, furniture purchases for model homes, delivery fees, leather protection kits, power foundations/adjustable bases, Sauder, special orders, extended warranties and any other furniture care products. Decorating Solutions package and/or Design Services are nonrefundable once service hours are completed.
  • Shipping Plus/Merchandise Pick Up exchanges and returns must be made within 30 days to a Steinhafels superstore location.

Pricing Policy

  • Our sales orders are subject to pricing audit and compliance with our policies and procedures.
  • All refund checks are issued after 10 business days by the Steinhafels Corporate Office Only. NO CASH REFUNDS. Refunds on bank cards are credited to the bank card used as payment.
  • If the item you purchased goes on sale at Steinhafels within 30 days, you must notify us and we will credit you the difference. If the sale terms change, you may have a choice between the two sale offers.
  • If you find a lower price on any item of the same brand, model number, and material at a local or online retail competitor during your shopping, or within 30 days after your purchase, bring the advertisement into one of our stores and Steinhafels will credit you 110% of the difference. Excludes MAP price, floor samples, special orders, clearance, “AS IS” items, going-out-of-business sales, and membership clubs.
  • Price Adjustments - If the item you purchased at Steinhafels is priced lower within 30 days of your delivery, we will credit you the difference upon request. If the terms of the sale change from your original purchase, you may have your preference between the two sale offers.

Financing

  • Sales tax and delivery charges cannot be financed.
  • View financing terms and conditions here.

Clearance & Floor Samples

  • Merchandise reduced for clearance includes full service and the manufacturer’s warranty, except for “AS IS” marked merchandise.
  • All sales are final on “AS IS” merchandise.
  • The 30 Day Happiness Guarantee and 120 Night Sleep Guarantee does not apply to Clearance and Floor Sample merchandise.
  • No Hold Orders. Merchandise must be picked up immediately.

Special Order Merchandise

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

Our 30-Day Happiness Guarantee does not apply to special orders. However, factory warranties and Steinhafels one-year service policies do apply. A 33% fee will apply to all returned or cancelled special order merchandise – no exceptions.


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 is 10-17 weeks. Manufacturers may not have the materials for your order in stock or delays in shipping may occur. If your order is not available in our warehouse within 17 weeks, you may select another item or cancel your order and receive a complete refund without a restocking fee.


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 return, cancel or fail to take delivery of your special order merchandise, you will be charged a 33% restocking fee.

Tempur-Pedic Direct Ship Policy

  • Products delivered directly from Tempur-Pedic are limited to a 90 day sleep guarantee.
  • Customers must contact Tempur-Pedic directly for a reselection and is responsible for all costs associated with delivery/shipping fees associated with the reselect purchase.

Decorating Solutions and Design Services

Any Decorating Solutions package and/or Design Services are non-refundable once service hours are completed.

Guardsman Protection Plan

Don’t’ Use It – Don’t Lose It

If you do not use your Guardsman Protection Plan, you will be issued a store credit voucher equal to the price of your Protection Plan, not cash. Vouchers may not be used to purchase accessories and rugs.