Terms and Conditions

We offer several options for receiving your new purchase.


I.  Picking up your purchase


Any item can be picked up at our Distribution Center located at 1745 Dobbin Drive, San Jose CA. 95133


If you would like to pick up your furniture at one of our showrooms or our Distribution Center, you must contact Eastern –The Furniture Company at least one (1) business day in advance so that we can be sure to have your item pulled from the racks.  Our Distribution Center pickup hours are: Monday - Friday 8:30am - 4:00pm. The center is closed on Saturday and Sunday.   If Merchandise is picked up at our showroom, the hours are Monday – Saturday 10:00am – 5:00pm.


Customers picking up items at our showroom or Distribution Center must thoroughly inspect merchandise for obvious damage before loading. It is your responsibility to insure the safe loading, transportation and delivery of the merchandise to your home. You are responsible for providing the necessary blankets, tie-downs, or other supplies needed to safely transport your merchandise. Your merchandise will be wrapped with either lightweight plastic or bubble wrap. If picking up from our Distribution Center during normal pick up hours, one furniture handler will be available to assist you in loading your furniture. If you are picking up outside normal pick up hours, we will not have any furniture handlers to assist you, so you must be sure to have adequate assistance with you to help you load your purchase into your vehicle.


Any merchandise picked up from our showroom or Distribution Center requiring inspection, service and/or warranty work must be returned to the Distribution Center. Requests for in-home inspections, service and/or warranty work or to have merchandise picked-up, carry a minimum fee of $85 or more depending on the number of items and location of pick-up. Service or warranty work is included for items within the stated warranty term and have been delivered through our Delivery Service.


 II.  Small Parcel Shipping


Small items purchased in our store are considered take with.
Small items purchased online can be shipped directly to your residence.
Charges for small parcel shipping are additional, call for quote.


III. Furniture Delivery


We offer several options for delivery of your new furniture. Delivery times are typically Tuesday- Friday 8AM- 4PM


All items are shipped to our Distribution center where they are uncartoned, assembled, inspected and fully deluxed.  We strive to deliver your purchase with excellent service. 


Our experienced white glove delivery service providers will carefully place the furniture in your room of choice, and provide basic assembly. For your convenience, all packing materials will be removed should you choose. Our trucks will deliver the items to your home and two delivery professionals will bring the items into your home into the designated room of your home. Once placed items are leveled, dusted and all glass items/shelving cleaned and installed and tested for proper operation.   


When our Delivery professionals contact you to coordinate the delivery of your order from us, based on the discussion may suggest additional services for your convenience. These services if accepted could result in additional charges. The Delivery team may also inquire about Special Circumstances that may also result in additional charges such as extra flights of stairs or street and parking restrictions


Scheduling your delivery:


When your furniture is ready to be delivered, our scheduler will call you to schedule a delivery time. We know that your life is busy, so we will first schedule a day for your delivery and then the day before your delivery, we will call you to provide you with a two-hour window for our specialists to be at your home.  Due to traffic conditions, weather, truck performance, etc, we cannot guarantee specific times for delivery, however all of our trucks are equipped with cellular phones, so we will call you when we are on our way, or if there's an unexpected delay. If you need to cancel a scheduled delivery or pickup for any reason, please contact our scheduler no later than  (2) business days prior to your delivery so that we can avoid excessive handling, which could result in damage to your furniture or charges to your account. 


An approved agent of the purchaser, (18) years or older must be present to receive and accept the delivery.  This individual will also be responsible for inspecting and approving the condition of any items received on your behalf.  If an approved agent is not available for the delivery, the delivery must be cancelled and rescheduled which will result in additional delivery charges.


Preparing for your delivery:


Please have the area cleared to receive your new furniture. Move all small items away from the moving path and the room where your furniture will be placed. Delivery personnel may not be authorized to move or remove any existing items from rooms due to liability issues. You must notify us at the time your delivery is scheduled if there are any items that may need to be moved. Due to insurance regulations our delivery specialists cannot be responsible for damage caused by moving customer's existing furniture.


When we get to your home:


Taking care of your home is very important to us when we make a delivery.  So we will inspect the location where your furniture will be placed and provide protective pads as needed. We will carefully move your furniture into place, then install, inspect, clean and level. A note about electronic equipment: our delivery specialists are not permitted to move or place any electronic equipment, which includes TVs. You will either need to be prepared to do this yourself or have qualified technicians available to do so. We will provide any instruction on operation or use of your new purchase.


Inspection:


Once your delivery is received, you are responsible for inspecting the boxes or the items. It is important for you to inspect your shipment carefully to make sure that all of the items are accounted for and that there is no damage or missing parts.  If you have any concerns, please bring these to the attention of your delivery specialist.  These individuals are trained and have the tools and materials needed to complete minor touch ups on site and will take care of any concerns you may have.


Clearance items or items purchased AS-IS, or Final Sale, no additional touch up or repair will be available on these items.


If there is any other damage or concerns that you have that cannot be addressed at that time, please make notes of these items on the delivery paperwork.  Our Customer Service Department will contact you within approximately three (3) days after your damage report to schedule a service technician to come to your home to assess the damage. In most cases, the technician can restore your merchandise to its original factory condition.  In the event that the merchandise cannot be returned to factory condition, we will replace the merchandise. Authorized replacements are at the sole discretion of Eastern – The Furniture Company.  No replacements will be authorized until a technician has determined that your merchandise cannot be repaired to factory condition.


If you receive your delivery in cartons, please inspect the carton for any damage and note any concerns on the delivery paperwork.  Any damage made to the carton or product itself, must be noted on the Delivery Ticket/Receipt before the driver leaves. This ensures that if there is any damage, we can assist in correcting the matter. If damage is noted, you may refuse the item or decide to keep it. Please note that keeping a defective item does not warrant a discount.


If you have already accepted your merchandise and find that parts are missing or are damaged, please contact us within 24 hours.   


If Shipped by Small Parcel (UPS, FedEx, USPS):


It is important for you to inspect your shipment carefully. If damage is noted, do not assemble the product. Instead, notify us immediately (within 3-5 days of delivery). If the item is assembled, it may result in the denial of a replacement.


Delivery checklist:


Upon completion of your delivery we will ask you to review the delivery checklist, to make sure we have completed all work to your satisfaction.


Make sure your Furniture fits:


It is the customer’s responsibility to know and understand the furniture dimensions and to measure to be sure the furniture will fit in the room and through any doors, around any corners, under any low overhead areas and up any stairway or stairway landings.  Neither Eastern – The Furniture Company or our designated delivery service are responsible for furniture that is too large to be delivered.  If it is difficult or impossible to place, maneuver or fit a piece of furniture by a two-man team due to conditions in your home, the consumer is responsible for providing additional placement assistance. The delivery service will not be responsible for damage to your home that results from your request of us to attempt placement in difficult conditions. Delivery personnel may require that you sign a waiver before any attempt is made in difficult situations that risk damage to your home and the furniture being delivered. If placement in the requested area is not feasible, our delivery personnel will place the furniture in an accessible area of your home. Furniture that you have ordered that is too large to fit into your home is not the responsibility of our delivery service and cannot be returned or cancelled. 


Other delivery notes:


If additional assistance is required for other than standard delivery scenarios, the customer must assume responsibility of additional charges. In-home deliveries and set-ups are configured for two person hand carried situations. There are no provisions allowed for ropes, hoists or machinery to be used; nor removal of any fixtures, doors or windows to allow access.


Upon notification of availability for delivery, you agree to schedule delivery within two weeks (14 days). All merchandise that is available for pick-up or delivery must be paid in full upon receipt in our Distribution Center.  Unless other arrangements are made at the time of your order, storage fees in the amount of 1.5% of invoiced amount per month will be charged on any merchandise held by Eastern – The Furniture Company for more than thirty (30) days.


Returns and Damages

Your satisfaction is guaranteed and that is why we are proud to offer one of the best return policies online. If you wish to return your order, you must do so within 30 days of receipt for an exchange or a refund. Please call for a Return Goods Authorization (RGA) number.


All items returned must be in new condition, unused, unassembled, unmodified and in the original packaging material. Items returned under this policy are eligible for a refund. (Please note: Made-to-order, personalized or custom-made items are not eligible for a refund.) The full purchase price minus our actual shipping and handling costs will be refunded. It is your responsibility to pay for the shipping cost to return the item to us or our manufacturing warehouses. 


Many of our products have small shipping rates or free shipping applied at the time of order. Please take note that if you return one of these products, our actual outbound shipping costs will be deducted from your refund. In addition, some of our items carry a restocking fee which will be deducted from your refund as well.    


If your order has shipped, it cannot be cancelled. If you refuse an order, it will then fall under our standard return policy where roundtrip shipping costs and applicable restocking fees will be deducted from your refund.


Inspect Your Order for Damage or Missing Parts:


It is important for you to inspect your shipment carefully.


If Shipped by Freight or White Glove:


Any damage made to the carton or product itself, must be noted on the freight bill before the driver leaves. Please write "PRODUCT DAMAGED" on the sheet they ask you to sign. This ensures that if there is any damage, we can assist in correcting the matter. If damage is noted, you may refuse the item or decide to keep it. Please note that keeping a defective item does not warrant a discount. If you refuse delivery, please notify us so we can expect the return shipment and send you a new one.


If you have already accepted the order and find that parts are missing or are damaged, please contact us immediately (within 24-48 hours) so we can ship replacement parts.


If Shipped by Small Parcel (UPS, FedEx, USPS):


It is important for you to inspect your shipment carefully. If damage is noted, do not assemble the product. Instead, notify us immediately (within 3-5 days of delivery). If the item is assembled, it may result in the denial of a replacement.


Made-to-Order, Personalized or Custom-Made Orders:


Any item that is made-to-order, personalized or custom-made is not eligible for a refund. All sales are final. A return will not be accepted unless there was a manufacturing defect. If this occurred, please contact us immediately.


How to Cancel An Order


Orders may be cancelled within 24 hours.  Orders cancelled after 24 hours may be charged to your account if product shipment cannot be stopped. To cancel an order, you must CALL our Customer Service Department. We will not accept a cancellation request via e-mail or fax. We will attempt to accommodate your request but cannot guarantee cancellations made after the day that you placed the order.


If your order has shipped, it cannot be cancelled. If you refuse an order, it will then fall under our standard return policy where roundtrip shipping costs and applicable restocking fees will be deducted from your refund.


Special Order Purchases:


Please ask your salesperson/designer for complete details about our cancellation policies and restocking fees. You may cancel or change your special order without a cancellation fee as long as the order has not been put into production or has shipped. Thereafter, your special order cannot be cancelled or changed without cancellation/restocking fees. These fees may be up to 50% of your order depending on: a) the status of the special order at the time you decide to cancel; and b) the type of merchandise you purchased.  No cancellations are allowed on Clearance Items or merchandise marked AS-IS.  No returns or refunds will be permitted.


*Custom items such as window coverings, area rugs, wallcoverings, C.O.M. furniture orders, or furniture to custom specifications are not eligible for cancellation after order is in production.


How to Change An Order


If you need to change something about your order, such as a color, finish type, product or quantity, simply call our your salesperson/designer at 1-800-842-7585. Your sales representative will ask for your order number. If you do not have that handy, your name, address and phone number will be required. It is our policy to send an e-mail confirming the change on the original order.


Since your items could possibly ship the same day you placed your order, we cannot guarantee your change will be made. Our Customer Service Team will notify you immediately if a change cannot be granted.


Customer Care

Eastern Furniture

1231 Comstock Street

Santa Clara, CA 95054

Call us: (408) 727-3772
Monday - Saturday: 10am - 6pm
Sunday: 11am - 5pm

Email us: info@easternfurniture.com


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Eastern Furniture of Santa Clara has been recognized as the leader in the Silicon Valley and San Francisco Bay Area for a wide variety of home furnishings and professional interior design with everyday discounts of 30% to 50%. Our family owned and operated company offers a huge assortment of fine brand name furniture, handmade area rugs from around the world, accessories and complete window treatments in one of the largest showrooms in Northern California. We display over 250 fully decorated living room, dining room, family room, home office and bedroom settings to inspire your creative ideas. You can test drive hundreds of sofas, leather sofas, chairs and recliners to assure your complete comfort and satisfaction. Top Brands like Stickley, Century Furniture, Hooker Furniture, Bradington Young, Hancock and Moore, Sherrill, Precedient, CTH, Stanley, Marge Carson, American Leather, Stressless by Ekornes, BDI, Habersham, Henredon, Maitland Smith, Bernhardt, Canadel, Tommy Bahama, and many more.


Trading Areas


Santa Clara
San Jose
Los Gatos
Saratoga
Monte Sereno
Los Altos Hills
Los Altos
Cupertino
Mt. View

Campbell
Menlo park
Fremont
Carmel
Monterey
Morgan hill
Gilroy
Almaden
Carmel Valley
Pleasanton