Terms & Policies
ALL of our products are handcrafted & handmade using techniques passed down through many generations, using old world authentic hand tools. We do not use machines to make our products, which in turn gives a genuine look and feel of true craftsmanship to each & every piece. This also means that as our Artisans are using their hands to finely chip away the raw wood to create these unique & beautiful pieces, there are sometimes slight irregularities or imperfections in the finished product. This is the beauty of the handmade furniture versus machine made assembly line furniture. A true connoisseur understands & appreciates the beauty of handmade rustic furniture!
All our products are handmade & mostly made to order for our valuable customers. As soon as the order is placed, we initiate a sequence of events which ultimately results in you receiving the product of your choice. Orders usually are processed the next business day after you place your order, pending payment approval and order verification. To expedite the cancellation process, please contact our customer service department by filling out the Contact Us form or calling 1-866-864-8488 (Option 2). All our furniture are handmade by skilled Artisans using Pure Solid Wood and hence any cancellation after manufacturing begins incurs wastage of precious wood & labor cost. For this reason, once manufacturing has begun, we are required to charge a cancellation fee equal to 25% of the total order. Due to the overhead of logistics, if your order is cancelled after it has been shipped the fee would be upto 40%, though based on the situation we assure that we will do our best to make the cancellation process smooth for you. We at SierraLivingConcepts.com try to remain the most customer friendly furniture website on the internet and will make every attempt to assist you in the cancellation of your order.
We've simplified our return policy to make it easier for you. Please contact our customer service department by filling out the Contact Us form in your Customer Portal or calling 1-866-864-8488 (Option 2). You will then receive a support ticket with a Return Authorization Number. Please include the Return Authorization Number (RAN) with your returned item(s). Kindly return the item(s) within 14 days of receipt of goods and please ensure that returned items arrive in the same condition as when they left the warehouse. Shipping charges and/or return shipping charges are non-refundable. For damaged package claims, see our Damage Policy below.
To ensure that your order reaches safely, we personally inspect each item multiple times before shipping and use the industry best packaging to ensure safe delivery. In the rare case of damage, we will ensure that you get a brand new replacement product at no charge and for minor damages, we will work with you to get it locally professionally restored in brand new condition, at our expense. Since all items are made to order with expensive wood therefore full refund and shipping charges refund is not possible. We will replace it for you free of cost. Before delivery we will also send you detailed instructions on the simple process to file the damages with us. Please be assured that your purchase is entirely safe with us and just like hundreds of our customers, you will love the end product and cherish it for a long time!.
Warranties & Handcrafted Goods
We proudly offer a 1-year warranty that all products are accurately described and will give you the service you expect. If there are any problems with the quality of the materials or workmanship, we will adjust, repair or replace to your satisfaction. Being handmade, the techniques used by local artisans ensure that each item is truly one-of-a-kind. Hand made goods vary in size, finish and dimension. Slight cracks, warping, imperfections and color variations are inherent to each piece and are not defects. Our line of Distressed Furniture goes through a special process that adds extra mars and chips creating an antique look. We make every effort to thoroughly inspect all goods before shipping to assure the highest level of quality. We hope you enjoy your handmade heirloom quality furniture for a long time.
In order to offer a large quality selection at affordable prices, we keep a minimal inventory and make most of our items to order. The added benefit is the conservation of precious wood rather than wasting it in excess inventory. All our furniture is each uniquely Hand Carved & Hand Crafted by skilled Artisans using age old techniques passed down through many generations. This entails skilled time consuming work done overseas in India. The final product is a very unique piece of furniture unlike the assembly line furniture you find in large retailers!
The turn around time from Order Placement to Delivery is 8-10 weeks (up to 12 weeks for Custom Orders), which includes Order Preparation, Strict Quality Assurance, Packaging and Shipping by Sea to USA & by FedEx Ground / Conway Freight to your residence. Heavy Items are shipped via Conway and light Items via FedEx.
Conway picks your items for delivery and then deliver the items as per their pre-set priorities. Conway will call you to arrange a day for delivery. You may contact ConWay@1-800 755 2728 (http://www.con-way.com/en/)
FedEx picks your item when it clears mandatory custom duties. FedEx will deliver the item to you at their pre-set priorities without giving any call. It takes 6-7 business days for them to deliver you the item at your doorsteps. You may contact FedEx Ground @ 1.800.463.3339 (http://www.fedex.com/)
Note : Tracking of your package gets activated only when it is picked up by our freight partner.
Though the time seems long, we deliver much sooner than the standard duration in the solid wood furniture industry, where the lead times are in excess of 16 weeks! Your satisfaction is our goal and we assure you that, just like hundreds of our customers,you will find the wait to be well worth it!!
Through the valuable input of hundreds of our customers, we have designed a very unique andcustomer friendly 24/7 interface called the Customer Service Portal. This awesome One-Stop service allows you to do the following:
- View & Verify the details of your order.
- Follow the Order through the different stages of Fulfillment.
- View Multiple Images of your exact item - Before & After it is finished!!
- Get the latest communications about your Order including Special Offers Just for You!
- Have a question? Need to give feedback? No Problem! Just fill out the simple ContactUs form!
- You may also call us any day between 8am-6pm PST @ 1-866-864-8488!
- Track your order through our cool GPS navigation system for overseas shipments!
- Track the Order delivery all the way to your door!
- 24/7 accessible Up-to-date information at your fingertips!
We always focus on our Customer's needs and strive for 100% Customer Satisfaction every daywith every order. We deliver Quality products with excellent service to attain our goal of TotalCustomer Satisfaction!Important Delivery Instructions:
We are unable to ship items to rural routes, remote areas not in close proximity to areas commonly serviced by freight carriers, APO/FPO addresses or P.O. Boxes. Orders shipped to Canada, Alaska, Hawaii or Puerto Rico will be charged additional shipping fees based on destination, size, and weight. Please contact us with any questions regarding shipping charges by calling us at 1-866-864-8488 or emailing us at email@example.com.
Please ensure that a delivery phone number is provided when you place your order. The freight carrier will contact you 24-48 hours prior to delivery to arrange a delivery time as some deliveries may require a signature. Available delivery times & service fees will vary depending on the freight carriers schedule.
Most oversize items will be delivered only to the nearest ground-level entrance of your home or business. Exceptions include apartments and unusual driveways. Most freight carriers will carry your item into a specific room or up stairs for an additional fee. Residences or businesses that have steep uphill or downhill slopes leading to the entryway may also be charged additional fees.By purchasing an oversize item, you authorize Sierra Living Concepts and/or the freight carrier to assess additional fees to you as necessary.
On occasion there may be unforeseen delays in shipping your order. We will notify you via email if we determine your order will not ship by the time-frame stated on each item's product page.Delays due to inclement weather or shipping line issues are sometimes out of control and we will do our best to keep you informed though you will understand that Sierra Living Concepts cannot be held liable for such unexpected/unforeseen delays. If you do not receive tracking information please check your bulk or spam email folder before contacting us.
What is your Privacy Notice/Policy?
This privacy notice discloses the privacy practices for www.SierraLivingConcepts.com. This privacy notice applies solely to information collected by this web site. It will notify you of the following:
- What personally identifiable information is collected from you through the web site and how it is used and with whom it may be shared.
- What choices are available to you regarding the use of your data.
- The security procedures in place to protect the misuse of your information.
- How you can correct any inaccuracies in the information.
Through our website, we will not collect any personal data about you such as your name, address, telephone number, or e-mail address unless it is voluntarily provided to us (by registration, survey, phone call, or e-mail sign-up), or unless otherwise permitted by applicable laws and regulations.
When such data is provided to us, we may use it to respond to your inquiry, process your order, or provide you information or special offers. We may store and use personal data and share it with our customer service representatives or a third party on our behalf to support your needs and how we can improve our products and services.
When you visit our website, we may automatically collect non-personal data such as the type of internet browser and operating system used, domain name of the referral website from which you came, the number of visits, average time spent on the website, pages viewed, for the purpose of Google Analytics. This data may be used to share with our team and third-party vendors to monitor the performance of our website.
We use Display Advertising through Google Analytics to collect data about our website traffic through an unique ad-serving cookie, which is placed on your computer. This ad-serving cookie will use non-personal information about your browser and activity on our website to serve ads on content networks served by Google and third-party vendors. We and our third-party vendors, including Google, use first-party cookies such as the Google Analytics cookie and third-party cookies such as the Double-Click cookie to inform, optimize performance, and serve ads based on your visits to our website.
You can opt out of the Google Analytics for Display Advertising and customize your Google Display Network ads by using the Ads Preference Manager
. Please click here to get the Google Analytics Opt-out Browser Add-on
if you would like more choice on how your data is collected by Google Analytics.
Information Collection, Use, and Sharing
We are the sole owners of the information collected on this site. We only have access to collect information that you voluntarily give us such as; name, address, phone and billing information via email or other direct contact from you. We will not sell or rent this information to anyone.
Your Access to and Control Over Information
You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website:
- See what data we have about you, if any.
- Change/correct any data we have about you.
- Have us delete any data we have about you.
- Express any concern you have about our use of your data.
We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.
Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for "https" at the beginning of the address of the web page.
While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information. The computers/servers in which we store personally identifiable information are kept in a secure environment.