Returns & Replacements
Your home should be what you aspire for it to be. If you are not satisfied with your purchase, you can contact us within 7 days of delivery to arrange a return. The item must be returned to our facility in its original unused condition and packaging within 30 days of delivery. There will be a flat rate shipping cost based on the item you are returning. The item will be inspected upon return and a refund amount will be determined based on its condition. Below, you’ll find the information you need to complete a successful exchange or return of your TOV product.
To start your return process, get in touch with our team. They will set you up with everything you need for the return.
The returned item will be inspected within 72 hours of arriving at our warehouse. Once we’ve determined it is in as-new condition, our team will process your return and issue a refund.
Please note that depending on your card issuer’s policy, it may take up to 10 business days for your refund to appear on your credit statement.
RETURN SHIPPING FEES
If you decide to return your TOV item(s), you will be responsible for the return shipping fee. We will refund the purchase price less the shipping fee incurred. TOV does not charge any restocking fees at this time.
If your order hasn’t shipped and you’ve had a change of heart, you may cancel and receive a full refund of your purchase by contacting us at [email protected]
Changed your mind? TOV offers exchanges and/or replacements based on the nature of the issue. Additionally, we’re more than happy to help you order another product if your original order hasn’t already shipped. Exchanges for delivered furniture items are not currently offered.
DAMAGES & DEFECTS
We love our furniture, and we want you to too. When we ship our products, we pack them very carefully to avoid shipping damage. However, sometimes the universe conspires against us. In the unlikely event your product arrives to you in less than perfect condition TOV wants to know about it. Your concerns are very important to us and we pride ourselves on making sure you are satisfied every time. If you have received a product that is either damaged or defective, please contact us immediately – we ask that you report the issue within 48 hours of receiving your product. A Customer Experience Specialist will get in touch with you immediately.
FINAL SALE ITEMS
Any item marked as “Final Sale” at the time of transaction is not covered by our return policy.
RETURN IN ORIGINAL PACKAGING
When we ship our products, we pack them very carefully to avoid shipping damage. Your items must be returned in its original packaging in order for us to accept the return.
RETURNS MUST BE IN AS NEW CONDITION
We are only able to accept returned product in as-new condition (for example no stains, tears or other soiling including odors). Products with scratches, stains, damages, drilling, or other modifications cannot be returned.
All refunds, full or partial, will be processed within 3-5 business days after the product has been returned and is no longer in your possession. Refunds will be issued in the form of the original payment, and returns are subject to the policies set forth below.
Missing an appointment for a return to be picked up from your address may incur a fee. Additionally, items moved from their original delivery location may not be eligible for return. TOV may request descriptions and images to determine the state of the items prior to accepting returns. Lastly, failure to comply with requests, or failure to complete the returns process, may result in TOV’s refusal of return.
To initiate a return, please contact us.
CUSTOM ORDERS AND ADDITIONAL SERVICES
Please note that custom orders and additional service fees paid are non-refundable.
This includes fees paid for in-room delivery, for assembly service, and for delivery and returns beyond our standard shipping zone.
Any TOV products that are shipped outside of the contiguous United States are not covered by our return policy.