Order Confirmation:

Once your order is placed with us, you will receive a notification and confirmation email with all your order details. If you receive your confirmation email, that means our system has properly processed your purchase and has pre-authorized your credit card. We will then submit your order to our transit team to reach out to our supplier and/or warehouse manager to ensure that your item is still in stock for immediate packaging and shipping.

If, for some reason, your item happens to be out of stock or on backorder, we will void the pre-authorization and reach out to you via email. If the item(s) for your order become available for shipping within 9 days, we will process the charges and submit the order for shipment.

Freight Receiving Procedure & Freight Damage Policy and Reporting Procedure

Your signature on a delivering carrier's freight receipt constitutes acceptance of the merchandise "as is" and in good order. If you do not inspect before signing, you are, for all practical purposes, waiving "Lushdome's" right to collect on a damage claim, even if the damage is "concealed".

*Remember, once you sign, the merchandise and the responsibility are yours!!

Check immediately for possible damage during shipment. The National Claims Council Regulations specify that you must:

  • Inspect, examine, and inventory your delivery as it is unloaded.
  • Any and all shortages and damages MUST be written on the Bill Of Lading or Freight Bill. If you determine that any items are damaged or missing, you MUST note the item, the discrepancy, and the condition on the receiver, BOL, or Freight Bill before you sign it! Then call (877) 935-3223 or email info@lushdome.com and report the problem.
  • You should open cartons and containers. If there is the slightest doubt that the merchandise is damaged (concealed or not), it must be noted on the Bill Of Lading or Freight Bill, or the liability to prove the damage was done by the delivering carrier.
  • Discovered Damage: If the box, crate, or merchandise is visibly damaged, refuse the delivery and request a Return Authorization number so the merchandise can be shipped back to its origin at no charge.
  • Concealed Damage: In the event of concealed damage, you MUST immediately document and photograph (if possible) the packaging and the damage. You must keep the packaging. Do not remove the item. Call (877) 935-3223 or email info@lushdome.com and report the damage. They will begin a concealed damage claim and ask for an inspection. The inspector will determine if the damage was possibly caused by the carrier. Remember, you signed the document saying everything was OK. A report must be filed with the carrier within 15 days after delivery, and a claim filed with the carrier. The sooner concealed damage is discovered and reported, the better.

Further measures that may help in the claim process include the following:

  • Taking digital photos of the damage. If possible, photographs of the Bedrooms still on the truck will limit the buyer's liability.
  • Call (877) 935-3223 to report the damage and request they start a claim. Preferably, the call should be made before the driver leaves the site.
  • Request an inspector.
  • Keep a copy of the Bill of Lading or Freight Bill noting the damage and the driver's signature.

Many things can happen between the manufacturer and your loading dock. Therefore, we are asking you to do a very small amount of work to protect both of us. The Bill of Lading or Freight Bill is our only documentation of the condition of a load when it arrives at your site. Without this proof, we cannot hold others accountable for items damaged or missing.

Homeroots: From the moment your order has been SHIPPED, it can take 2-7 business days for Parcel orders to arrive within the United States and Canada, and it can take up to approximately 21 days for LTL orders to be delivered. Due to Covid-19, these lead times have increased and are subject to change as the carriers continue to struggle with staffing and delivery times. We will do our best to get your products out the door as quickly as possible and provide you with tracking info, but please note that we are somewhat at the mercy of the carriers once they have left our facilities. Parcel orders via FedEx, UPS, and USPS are usually delivered without a signature. However, LTL/White Glove Delivery does require a designated date and signature for delivery. When we ship out an order, we will indicate the carrier name along with the shipment confirmation via email. Several days before the expected delivery, the carrier will call you to schedule an appointment. Please set up a day and time that works best for you. Refused Orders: If an order is refused by you or your customer, you will be subject to a 10% restocking fee and return freight.

Donco: Once Donco Kids receives a request for a part, we try our best to process it in 24-48 hours, and we will be in communication with you during this period. We will not replace a part due to abuse, misuse, or assembly errors. Shipping costs are the responsibility of the end user after 90 days from the original purchase. Drop shipments must ship on your BOL or with your provided FedEx/UPS labels. Donco does not accept returns. You will need to submit your purchase orders and shipping labels together, and we do not have a minimum order.

Safavieh: Buyer's remorse returns are to be returned within the 30-day limit. Returns may take up to 2 weeks to process. All damages must be reported within 7 days of delivery. In case of damage, the Safavieh QC department will review each claim on a case-by-case basis. Proof of damages must be provided, i.e., images of the damage. Please note that we cannot guarantee that a replacement will be approved. Please allow 24-72 hours for updates.

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