Customer Service & Shipping

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Customer Service & Shipping 2017-02-08T12:10:45+00:00

We seek to provide the very best customer service.

Please see our policies below.

Order Handling

Checkout

Placing an order online is easy! Once you’ve placed items in your Shopping Cart, with a few simple steps you’ll complete your order:

  • Double check and review the items
  • Fill in your shipping and billing information
  • Confirm and place your order using your credit card

Placing Your Order

You will have a chance to review and verify your order during checkout. When everything has been reviewed, you can proceed to “Place Your Order.” Within approximately 1 to 2 business days, you will receive an email confirmation that your order has been received. Please note that we only require a 50% deposit on custom orders.

Placing An Order By Phone

If you would like to place an order by phone, please call one of our associates at (918) 366-6650 between the hours of 9:00 am and 5:00 pm EST (M-F).

Returns

Stock Products

Stock products can be returned to us in their original packaging with a receipt up to 30 days after receiving your order. Return shipping charges will not be refunded, unless the return is due to a manufacturing defect or shipping damage. Certain products are subject to a restocking fee of 25%. All items require an Return Authorization Number (RA#). Please contact customer service for an RA#. Items without an RA# will be refused.

Custom Products

Custom items that are made to order are nonreturnable. We will repair or exchange any custom order with a manufacturing defect or shipping damage. Whether the order is repaired or exchanged is at The Refuge Lifestyle’s sole discretion.

Shipping

Standard Shipping and Processing (In-stock Small Good Items)

Most purchases are shipped directly from our suppliers within 5 to 7 business days of receipt of the order. If there is a delay, we will notify you by mail or email. Please allow 5 to 10 business days for delivery. These items are drop shipped and some may require a signature. If a signature is required, the delivery company will notify you. Items ordered together may not arrive in the same box or at the same time.

Standard Shipping and Processing (Large Good Items)

Curbside Delivery

Curbside-delivered items arrive by Motor Freight, on a pallet or in a box. The shipped items will be placed, fully packaged, at the end of the driveway or edge of the street. Assistance to help the driver unload the furniture is required and someone must be available to accept the delivery. Items ordered may or may not be consolidated and may be delivered at different times at the freight companies or The Refuge Lifestyle’s discretion. Your furniture will be manufactured within 4 to 6 weeks, and will be delivered within 5-10 business days. Delivery will be scheduled within a 4-to-6-hour delivery window, approximately 24 to 48 hours before the delivery. No storage time is available with curbside service.  PLEASE NOTE: Curbside freight companies deliver in 18-wheeler trucks and your road must be able to accommodate them. You MUST be available to accept delivery. If you miss your delivery appointment, YOU will be charged for a second delivery and may incur storage charges which can be as high as $25 dollars a day per item. Freight companies WILL NOT enter gated communities or travel down long driveways, dirt roads or private roads.

In Home Delivery – Please call for a quote

With In Home Delivery, items are brought into your home, most are unpacked and assembled*, and the packaging is removed.

*In Home Delivery DOES NOT include lighting, mirrors, rugs, headboards attached to a metal frame and any items requiring home installation. Please call Customer Service at (918) 366-6650 for further delivery details.

In Home Delivery Timing

Your furniture will be manufactured within 4 to 6 weeks, and will be delivered within 10-15 business days. Our delivery service will contact you to arrange a delivery date and confirm the appointment time frame. Please note that in most areas in home delivery companies will only deliver on one or two specific days of the week, and in outlying areas one specific day, every week or every other week. Delivery companies CANNOT accommodate any date or time request, as they deliver on specific routes. Item may or may not be delivered on the same date. Complications at a delivery before yours, weather conditions, traffic conditions, or equipment failures may delay or cause your delivery to be canceled without notice. If you need a delivery on a specific date or time you can arrange for Elite White Glove Delivery (see below). PLEASE NOTE: You MUST be available to accept delivery. If you miss your delivery appointment, YOU will be charged for a second delivery and may incur storage charges which can be as high as $25 dollars a day per item.

Elite White Glove Delivery – Please call for a quote

With Elite White Glove Delivery, you get the same service as In Home Delivery (see above), with the added benefit of being able to choose your delivery date. Also all items on an order can be consolidated so that your items arrive in one delivery. Please note that this will extend the delivery lead time and generally cost three to five times as much as standard in home delivery. Elite White Glove Delivery may not be available in all areas. Please call Customer Service for further details.

* All Shipping policies are applied to the Contiguous U.S.A.

Need Help? Call Us.

(918) 366-6650