ORDER PLACEMENTOrders may be placed by email, fax, or through our website. All placed orders are subject to acceptance by Orient Express Furniture and will be confirmed within two (2) business days. Included with your order confirmation will be any forms required to ship or release your order. NO MINIMUM ORDER IS REQUIRED.
PRICINGPrices are listed in U.S. dollars. Prices are FOB Foothill Ranch, CA or High Point, NC and are subject to change without notice.
PAYMENTAll accounts are opened under prepayment terms. Valid forms of payment include credit card (Visa, MasterCard, and American Express), check (NSF checks are subject to $35 processing charge), and wire transfer. All other payment terms are subject to credit approval and acceptance by Orient Express Furniture. Credit cards will be accepted only from the entity holding an account with Orient Express Furniture. Payments from third parties will not be accepted. Check payments must clear the bank before goods are released for shipment or pick-up.
ORDER INFORMATIONAll in-stock orders older than 30 days will be cancelled. Exceptions will be made for orders containing items on backorder. Customer may request to exceed the 30 day deadline for order pick-up or delivery. This request must be made in writing and approved by Orient Express Furniture. In order to avoid errors, only orders placed by email, fax, or through our website will be accepted. We strongly recommend account holders use exact Orient Express Furniture item numbers, descriptions, and finish options when placing orders to avoid costly errors. Account holders should submit their orders referencing Purchase Order names or numbers. Any changes to orders must be received in writing through email or fax. No verbal changes to orders will be accepted.
Special Orders: Delivery times vary by collection and are subject for change beyond Orient Express Furniture's control. All special orders are subject to deposit.
DELIVERY OPTIONSOrient Express Furniture provides numerous options to receive goods. Unless the customer's preferred shipping method is established, Orient Express Furniture will need to know how you intend to receive goods at the time of order placement. Below are our current procurement options.
Will Call (Pick-Up): Orders may be picked-up from either of our warehouses at no charge. Will Call hours are Monday through Friday between 9:00am and 4:30pm, excluding Holidays. Orders will be made available for pick up two business days after payment has been received.
Guaranteed Flat Freight Rate Program (GFP): Orient Express Furniture will ship your order utilizing common freight carriers when electing to ship through GFP. Current pricing for this service may be found on our website (www.OrientExpressFurniture.com/GFP) or provided upon request. Published rates apply to business-to-business shipments going to a commercial receiving location equipped with an elevated loading dock. Requests for lift gate services or a delivery appointment will result in additional fees. Customer will be billed any additional charges if carrier renders additional services. Rates applicable to regular pricing only. Discounted items will be charged based on regular prices. All in-stock orders shipping through GFP will ship from either warehouse within five (5) business days after payment has been processed and all required forms are received.
Customer Preferred Carrier: Orders may be picked-up from either of our warehouses on a "collect" basis by a carrier of your choosing. Your order will be palletized and released to your carrier who will then bill you directly for the cost of freight. Charges for freight will not be added to your order and Orient Express Furniture is not liable for any charges or freight damages incurred by selecting this shipping option.
Residential Delivery: Orient Express Furniture offers residential delivery options to addresses located within the 48 contiguous United States of America. Each residential delivery includes unique circumstances which does not allow for "flat rate" pricing. A quote must be prepared based on information provided by the customer.
DELIVERY TERMSDrop Shipment: We recommend all merchandise is sent directly to the account holder. Any shipment not being shipped directly to the account holder is considered a "drop shipment" because it is going to a third party. Should you elect to ship to a third party receiver you will be required to sign a Drop Ship Release Form. If you elect to drop-ship you are accepting liability regarding freight damage once the Bill of Lading (BOL) is signed free and clear by your receiver. Fees may apply to drop ship orders.
Receiving Requirements: All items must be inspected upon receipt. It is the receiver's responsibility to clearly note any damage to packaging or shrink wrap on the Bill of Lading (BOL). All damages must be reported to Orient Express Furniture within the timeframes listed under "Damage and Freight Claims" in these Terms and Conditions.
Freight Liability: Orient Express Furniture reserves the right to refuse any shipment due to a heightened risk of freight damage or excessive freight costs. Especially vulnerable to freight damage are small shipments and/or shipments containing fragile items such as glass, mirrors, stone, and/or concrete. Should you elect to ship an order with a heightened risk of damage you will be required to sign a Freight Liability Release Form prior to the release of goods.
Carton Breakage Fee: There will be a charge of $35 per item for articles purchased in less than carton/pack quantities.
LIMITED WARRANTYOrient Express Furniture provides a one (1) year limited warranty from the date the original purchaser receives merchandise. Orient Express Furniture will repair, replace, or credit any piece of furniture determined to be defective in material or workmanship. Incidental costs such as freight and labor are not included. Craftsmanship and/or use of natural materials in the Orient Express Furniture product line may cause minor variations to occur in certain pieces. This warranty does not cover these variances. Orient Express Furniture's limited warranty does not cover any items sold "AS IS," floor samples, or closeouts.
Improper Care and Use: Orient Express Furniture will not repair, replace, or credit any product that has been subjected to improper care, accident, abuse, commercial use, alteration, misuse, or damage cause by fire, natural disaster, or any other act of God.
DAMAGE AND FREIGHT CLAIMSGuaranteed Flat Rate Freight Program: When shipping product using our Guaranteed Flat Rate Freight Program (GFP) we will facilitate freight claims for you provided any freight damage or shortage is clearly noted on the Bill of Lading (BOL) and Orient Express Furniture is notified of freight damage or shortage within two (2) business days. Any concealed damage must be reported to Orient Express Furniture within five (5) business days of receipt of goods. Concealed damage refers to product damage not apparent at receiving because the carton containing goods is in perfect condition. A Claim Form along with digital photographs of damaged goods & cartons will be required to open a claim. A Claim Form may be provided upon request or downloaded at www.OrientExpressFurniture.com. Buyer agrees to keep all original goods, cartons, and packaging until the claim is settled. Failure to inspect merchandise within the time frames outlined above and/or notation of freight damage or shortage on the Bill of Lading (BOL) will result in a denial of claims.
Customer Preferred Carrier or Will Call (Pick-Up): When using your own freight carrier or electing to pick-up, Orient Express Furniture will not be liable for any damages occurring during the transportation of goods. Should freight arrive damaged or items are missing the customer will be responsible for filing their own freight claim with their carrier and any costs associated with obtaining replacement product(s). Any concealed damages must be reported to Orient Express Furniture within five (5) business days from the date items leave our warehouse.
Defective or Damaged Glass Policy: Orient Express Furniture retains sole discretion to repair, replace, or credit glass items received damaged or defective. All glass items are inspected, packed, and shipped in perfect & unbroken condition. It is the sole responsibility of the customer to inspect all glass products during receiving for cracks or defects and note any defects or damage on the Bill of Lading (BOL). FAILURE TO ACKNOWLEDGE DEFECTIVE OR FREIGHT DAMAGED GLASS AT THE TIME OF RECEIPT MAY RESULT IN DENIAL OF CLAIM BY ORIENT EXPRESS FURNITURE OR FREIGHT CARRIER.
WARRANTY CLAIMSWarranty Claims and Parts Request: To initiate a warranty claim the account holder must submit a completed Claim Form along with all supporting documents and required photographs. A Claim Form may be provided upon request or downloaded at www.OrientExpressFurniture.com/claims. To request parts the account holder may email Claims@OrientExpressFurniture.com
Floor samples, closeouts, and clearance items are considered "as is" and are final sale. No claims will be opened for these items.
CHARGE BACK: Under no circumstances will Orient Express Furniture accept automatic charge backs. We will not accept charges from repairs unless prior written authorization is provided by Orient Express Furniture.
PRODUCT RETURNSOrient Express Furniture does not accept returns or exchanges without a Return Authorization. Returns will only be accepted for new goods in unopened cartons that are in perfect condition. All returns must be issued a Return Authorization within 14 days from original shipment date and returned in original Orient Express Furniture cartons with all internal packaging material and assembly hardware present. All returns must have freight prepaid by the account holder. Goods sent freight collect will not be accepted. A 20% restocking fee applies to all returned goods. The restocking fee is based on the regular cost of goods. Special order items are made-to-order and cannot be returned for any reason except through an approved claim. If a returned item is not returned in new & unused condition, contained within the original carton, and accompanied with all original packaging material, the return will not be accepted. Should a return be shipped to Orient Express Furniture without a Return Authorization, or is rejected due to nonconformity with this policy, the account holder will be responsible to arrange for the item to be picked up and returned to them. Any such items not picked up within 60 days will be disposed of.
It is the account holder’s responsibility to properly package authorized returns to prevent damage. Returns arriving damaged due to poor packing will not be credited.
Floor samples, closeouts, and clearance items are considered “as is” and are final sale. These “as is” items are not eligible for return.
No credit will be issued for rejected or unauthorized returns.
PRODUCT VARIANCEOrient Express Furniture products conform to samples displayed in our catalog, on our website, and on our showroom floors. Photographs are considered representations and may not be an accurate representation of color. Slight variance in size and color can be expected. Products made of natural materials such as leather, wood, metal, concrete, and stone may include unavoidable variation in color and texture, uneven grain, blemishes, marks, scratches, and cracks. These are not defects, but the materials natural characteristics. By ordering these products, you accept the characteristics unique to each item.
PRODUCT DELAYOrient Express Furniture makes every effort to provide accurate lead times and adhere to our commitment dates. However, these dates are estimates and are subject to change beyond our control. Orient Express Furniture is not be liable or responsible for any direct, indirect, consequential, or incidental losses or damages due to delays.
INACCURACY DISCLAIMERThe materials and information in our General Price List, Catalog, and/or Website may include typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and/or availability. Orient Express Furniture reserves the right to correct, update, or change any errors, inaccuracies, or omissions at any time without prior notice (including previously submitted orders). Orient Express Furniture will not be liable or responsible for any direct, indirect, consequential, or incidental losses or damages as a result of typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability.
SPECIAL CONSIDERATION FOR THE FOLLOWING COLLECTIONS AND FINISHESBella Antique Collection products are made with natural stone, antiqued metal, concrete, and reclaimed wood. These products include unavoidable variation in color, texture, uneven grain, blemishes, scratches, marks, and cracks. These features are not defects, but rather the material's natural characteristics. By ordering products from this collection, you accept the characteristics unique to each item and agree that no claims will be approved regarding these natural variations. Special care should be taken to protect the natural finishes unique to this collection.
Patina Collection products are made with genuine leather and reclaimed wood. These products include unavoidable variation in color, texture, uneven grain, blemish and marks. These are not defects, but rather the material's natural characteristics. By ordering this product you accept the characteristics unique to each item and agree that no claims will be approved regarding these natural variations.
Bonded Leather is not genuine leather, it is a man-made product.
Bi-Cast Leather is not 100% genuine leather.
Carrera Marble is a natural stone product. As such, variance from piece to piece is to be expected and special care should be exercised in order to maintain the stone surface.
The Woven Collection’s “Gray Teak” is solid teak wood finished with a solution that expedites the aging process of teak to a natural silver tone. Over time, the natural weathering of Gray Teak will cause its appearance to change in color and texture, with possible marks and cracks. By ordering Gray Teak, you accept these characteristics and agree that no claim will be approved regarding the natural aging process of teak or the special color qualities associated with the Gray Teak finish. Special care should be taken to protect this natural finish.