Steinhafels Policies

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Steinhafels Policies

STEINHAFELS POLICIES

  • All items must be paid for in full before inventory will be allocated and 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 48 hours 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 36 hours before the day of delivery, you will forfeit your delivery charge and be required to pay an additional full handling fee.

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.
  • Steinhafels is dedicated to sustainability, recycling innerspring and foam mattresses, box springs, and adjustable bases. For a small fee, we provide mattress removal, along with a protective bag for customers to cover the mattress before delivery to ensure safe handling.
  • 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 36 hours before the day of delivery. Additional charges will apply for clearance items.

  • In-Carton Drop-Off:

    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 36 hours before the day of delivery. This option is only available in the metro Milwaukee, Madison, and Kenosha/Racine markets. Excludes clearance merchandise. Returns and exchanges will be completed by a two man delivery truck. Any re-deliveries will be in-carton drop off. There will be no assembly of furniture and nothing will be brought into the home.

  • Merchandise Pickup:

    The customer picks up the merchandise at one of our Steinhafels Superstore locations. All returns or exchanges must be completed at a Steinhafels Superstore location.

  • 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 $998 or more (before tax) to select zip codes. Charges will apply for clearance items.

  • Please bring the 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, the name on the ID must appear in the order comments as the designated pick-up person, or the merchandise will not be released.
  • 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.
  • Damage to your merchandise must be reported within 48 hours of your pickup.

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.


Effective January 2, 2024, Steinhafels will be combining our one-year service plan with all products covered by our VIP Protection Plan. When a customer purchases the VIP Protection Plan, they will receive one year free for parts, labor, and transportation coverage with a Steinhafels Technician.

Purchasing VIP Benefits

  • Parts ordered based on manufacturer warranty.
  • All labor costs are covered for all manufacturer and VIP-covered claims.
  • Transportation of parts and repairs would be free.
  • VIP accident protection 4-year coverage.
  • Don’t Use It Don’t Lose It Store Credit voucher after 4 years.

    • If a customer chooses NOT to protect their furniture with a VIP Protection Plan (or if item(s) are not eligible for VIP), they will be required to pay a $149.99 trip charge for a service technician visit.

    Opting out of VIP

  • Parts ordered based on manufacturer warranty only; these will be no charge to the customer.
  • Service for manufacturer defects during the 15-day Return Policy at no cost.
  • A trip charge of $149.99 for manufacturer warranty claims after 15-day Return Policy.
  • If a technician goes out and needs to order parts, Steinhafels will return to install the parts for no additional charge.
  • Repairs are warrantied for 30 days from the date of repair.
  • No service outside the manufacturer warranty timeframe.
  • No service for anything not covered by manufacturer warranty.

    • 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:

    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.

    • 15 Day Furniture Happiness Guarantee:

      Steinhafels provides a 15 Day Happiness Guarantee after delivery or pickup on all qualifying merchandise in its original condition. Returning or reselecting any merchandise will result in a 15% restocking fee. Request for return must be made within 15 days of receiving merchandise. After 15 days, the merchandise can no longer be returned or exchanged. Returned or reselected merchandise must be back to Steinhafels within 30 days of the original delivery or pickup date to avoid the disqualification of your return. Returned or reselected product does not start a new 1 year warranty.

      This guarantee excludes special order merchandise, clearance, "AS IS" items, mattresses and foundations, mattress protectors, pillows, sheets, delivery fees, or furniture purchased for model homes. Rugs and accessories are not subject to a 15% return and processing fee.

    • 120 Night Sleep Guarantee:

      Steinhafels provides a 120 Night Sleep Guarantee when you purchase a mattress protector on the same receipt as your new mattress. See below for details.

        • Reselect:

        You may reselect your mattress once during your first 120 nights. Your purchase price will be refunded minus the following:

        • A 15% restocking fee.
        • Any Steinhafels Cash or Gift with Purchase dollars (will be refunded with qualifying reselection).
        • Reselections are final sales and non-returnable.
        • Reselections do not qualify for any current Steinhafels promotional offers.
        • The originally purchased mattress must be in “Like-New” condition.

        Return:

        You may return your mattress during your first 120 nights. Your purchase price will be refunded minus the following:

        • 15% restocking fee.
        • A charge equal to the value of Steinhafels Cash.
        • A charge equal to the value of any Gift with Purchase promotions.
        • The originally purchased mattress must be in “Like-New” condition.

        Non-returnable purchases:

        • Mattress Protectors
        • Bedding Pillows and Sheets
        • Adjustable Bases
        • Special Order Mattresses
        • “AS IS” Merchandise

        No other claims or warranties, expressed or implied, shall alter the above agreement.

    • Special Orders:

      All special orders require 100% payment that is non-refundable after processing. You have 72 hours to cancel your special order from the time you place your order in our store. After this time, special order merchandise is non-refundable and non-returnable.

    • Damaged or Defective:

      Any damaged or defective furniture needs to be reported within 48 hours. We will service all damaged or defective furniture (excluding accessories, clearance or “as-is” items) in accordance with our warranty policies.

    • Accessories:

      Tabletop items, wall décor, accent pillows, linens, lamps, florals, and area rugs can be returned to a showroom within 15 days of delivery or pickup. Merchandise must be in its original condition and packaging. Special Order accessories are non-returnable.

    • Other Non-Returnables and Clearance:

      All merchandise sold as “Clearance” or “Floor Sample” is sold “AS IS” and is not eligible for return.

    • Other items that are non-returnable include:

      items marked “Non-Returnable”, items you have assembled, items used in a commercial space or model home, and gift cards. The 15 Day Happiness Guarantee and 120 Night Sleep Guarantee do not apply to any of these items. This merchandise is also not eligible for the manufacturer's limited warranty or extended protection coverage.

    • Non-Refundable Services:

      Delivery charges, Decorating Solutions services, and any other service(s) provided on behalf of Steinhafels are non-refundable once the service is in progress.

    • Promotional Items:

      If any part of a purchase is returned, the cost associated with any free promotional item(s) or Steinhafels Bonus Cash will be deducted from the amount of the return.

    • Made to Order Merchandise:

      Made to Order merchandise are preselected pieces and fabrics that are available to order from our manufacturers. These items are not stocked in our warehouse and are made and shipped once an order is placed and paid for. These items may be available in different colors and styles on our showroom floors. Made to Order merchandise is also subject to extended wait times that will vary by vendor, piece, and covering.
      • Made to Order merchandise is subject to Steinhafels 15 Day Furniture Happiness Guarantee return and refund policy.
      • Made to Order merchandise can be fully financed.
      • 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.

      Refunds:

      Your refund will automatically go back to the original form of payment used for the purchase. In the event you used multiple forms of payment, your refund may be issued across all payment methods used. If your order is split between any form of payment and Steinhafels financing, your refund amount is first applied to your Steinhafels financing account. Refunds to a credit card typically take 3-5 days. Refunds for payments made via cash or personal check will be mailed in the form of a check and may take up to 10 business days.

    At Steinhafels we always guarantee you the lowest price possible. If the item you purchased at Steinhafels is sale-priced lower within 30 days of your purchase, we will issue you a refund for the difference upon request. If the terms of the sale change from your original purchase within 30 days of purchase, you may have your preference between the two sale offers.

    Items that are not able to be adjusted after purchase:

    • MAP (Manufacturers Advertised Price) items
    • Special Orders
    • Entire selection of Clearance and Outlet Items
    • Promotional Financing

    All sale orders are subject to pricing audit and compliance with our policies and procedures. Promotional offers are not subject to the price guarantee policy. For previous purchases, please visit the store you originally made your purchase for prompt service.

    At Steinhafels, you never need to shop anywhere else to find a lower price. However, if you do find a lower price on any item of the same brand, model number, and material at a local or online retailer during your shopping, tell us and we will match the price by crediting you 110% of the difference towards your purchase price. If within 30 days after your purchase, you find a lower price, Steinhafels will gladly issue you a refund for 110% of the difference. Price matches must also take into account sales tax, delivery type and delivery cost to the customer's door. Price match items must be available for immediate delivery from local or online retailer. When matching "pick-up" pricing, the competitor must have a pick-up location within the Wisconsin and Illinois delivery areas in which we serve. We will confirm the competitive price along with any costs of providing equivalent Steinhafels services in order to determine the price we will be matching.

    Items that are not able to be adjusted after purchase:

    • MAP (Manufacturers Advertised Price) items
    • Going-Out-Of-Business Sales
    • Entire Selection of Clearance and Outlet items
    • Special Order Merchandise
    • Membership Clubs
    • Premier or White Glove Delivery Fees

    For previous purchases, please visit the store you originally made your purchase for prompt service.

    • Special order merchandise sales will require a qualifying minimum deposit of 30%.
    • Deposits cannot be financed.
    • View financing terms and conditions here.

    • All sales are final on Clearance Floor Sample merchandise and carry no manufacturer's warranty.
    • Merchandise reduced for Closeouts includes full service and the manufacturer’s warranty.
    • The 15 Day Happiness Guarantee and 120 Night Sleep Guarantee does not apply to Clearance Floor Sample merchandise.
    • An additional $50 will be added to the delivery charge for Clearance Floor Sample 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 15 Day Happiness Guarantee does not apply to special orders. However, factory warranties and Steinhafels one-year service policies do apply.
    • A qualifying deposit of 30% is required to be placed on credit card, cash or check. Only the remaining 70% may be financed.
    • You have up to 72 hours to cancel your special order from the time you place your order in our store. After this time, special order merchandise is non-refundable and non-returnable.
    • 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.
    • 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 manufacturers, 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 48 hours.

    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.

    • 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.

    Due to the nature and specific scope of work, once the initial consultation has been completed, whether in-home or in-store, design package hours are not refundable. Ask a designer or sales associate about our Fit Guarantee with the purchase of a design package.

    DON'T USE IT – DON'T LOSE IT!

    If you do not use your Steinhafels VIP Care 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.

    A safe and welcoming public space is a shared community responsibility. Consistent with Our Mission and Values, we expect everyone to treat others with respect and dignity, free of bias and discrimination.

    Behaviors that make anyone feel unwelcome or unsafe have no place on our store premises. We trust our store leaders to address disruptive behaviors appropriately guided by our existing policies and training.


      Be Considerate of Our Associates and other Customers

      •  Loud or unreasonable noise, or behaviors that are disruptive to others are not tolerated.

      •  Violence, physical aggression, discrimination, harassment or verbal abuse of our associates will not be tolerated.


      Communicate with Respect

      •  Obscene, harassing, abusive language, hate speech, racial slurs, gestures or actions are unacceptable.


      Act Responsibly

      •  Violating any federal, state or local law, regulation or ordinance, including any applicable public health mandate is prohibited.


      Anyone not contributing to a safe and welcoming environment will be asked to change their behavior.

      •  Anyone not changing their behavior may be asked to leave the store with possible assistance from law enforcement.