ABOUT YOUR DELIVERY

REFUND POLICY BEFORE SCHEDULED DAY OF DELIVERY

You may receive a full refund if you cancel your purchase prior to your scheduled delivery (excludes special order merchandise.) If you purchased using a credit card, or by Big Sandy financing, your account will be credited. If you purchased using cash or check you will receive a refund by check, which will be mailed to you within 10 business days.

HAPPINESS GUARANTEE

A one-time reselection, of equal or greater value, or return is allowed within 7 days of your delivery date. Your reselection must occur within 3 days after contacting your local Big Sandy Superstore. Returned merchandise must be in new condition or the return will be cancelled. A return delivery fee and 10% restock fee will be applied to process the return of your merchandise (the restock fee is waived for all reselections). Any damage not noted at the time of delivery must be reported to our Customer Service Department within 3 days. Big Sandy Superstore will provide in-home repair on all issues reported after delivery.

Mattress Comfort Guarantee: A one-time, mattress only, reselection of equal or greater value is allowed within one hundred and twenty (120) days of your delivery date on any Ultra premium mattress set, if one of our mattress protectors was purchased at the time of sale. An additional processing and delivery fee will be applied to process the return and for delivery of the new mattress. (Mattress protectors, adjustable bases, and pillows are NOT returnable).

STEPS TO MAKE YOUR DELIVERY A SUCCESS

INVOICE REVIEW

Please review all your selected items to insure they are on the invoice and confirm your order has the correct delivery date.

4 HOUR DELIVERY WINDOW

Our delivery department will call/email you the night before your delivery (4pm to 9pm) with an estimated 4 hour delivery window. If this window will not work with your schedule, we can reschedule your delivery date at that time. We strive to be as accurate in these estimates as possible, but these times are not guaranteed. If your schedule changes or you’re unable to accept delivery, please notify us as soon as possible. Our drivers are equipped with mobile phones, and at your request, can call prior to arrival, provided cellular service is available. We do not deliver to all areas daily. Please see your Sales Professional for the available schedule to your home. If you need to contact the Delivery Department you can call them directly at 740-574-0899.

HOME PREPARATION

Secure your home by covering exposed floors and removing furniture or objects that may obstruct the delivery path. Stairways and doorways must be large enough to allow safe handling of your furniture. Big Sandy Superstore is not responsible for damages to items, flooring or walls that are not properly protected. Big Sandy Superstore is not responsible for moving existing furniture in your home. In preparation for delivery, you will need to select from the following options for delivery.

Room Ready- Prior to the Delivery Team’s arrival you will remove old or existing furniture from the room where the new delivered furniture will be placed and the room will be ready for the delivery of the new merchandise.

Room Setup- You may select to purchase the ROOM SETUP option for $29.99 in which our Delivery Team will move “Like for Like” existing furniture to another room. Existing furniture will only be moved to the same floor/level of the home. Drivers are unable to transport any items from the home to another location.

MATTRESS AND APPLIANCE REMOVAL

Big Sandy Delivery Teams will haul away “Like for Like” qualifying items (Bedding/Appliance) for $19.99. To protect the health and safety of our associates, we must refuse removal of heavily soiled or stained mattresses and any appliance not fit to be put on our trucks. Big Sandy delivery teams are unable to haul away any furniture or electronics.

What to expect for your Delivery

Prior to delivery, delivery teams will uncrate, remove all packing materials, and inspect for visual product damage. If you want your product to remain unopened, please let your sales professional know during scheduling of your delivery. Our delivery teams take great care to protect both your home and your new furniture. The new furniture will be delivered to the room of your choice, and we will place the furniture as you’d like (unless delivery team deems it unsafe to do so). Each unit will be leveled, cleaned, and units featuring motion or power features will be tested for operation. Please note that delivery must be accepted by an adult (at least 18 years of age). If any of your items are delivered damaged, you have the option to accept the damaged item and Big Sandy will have our factory trained service technician come to your house and repair the item to better-than factory specifications. If you do not want service on the item, you will need to refuse the damaged item and a new one will be delivered on the next available delivery date.

PRE-DELIVERY INSPECTION AND RELEASE

Our Delivery Teams will perform a pre-delivery inspection upon arrival at your home. If there is any damage to the home during your delivery, the Delivery Team will note the damage on the inspection form. Big Sandy Superstore cannot assume responsibility for home damage called in after the Delivery Team leaves the residence. If you’re concerned about a wood or delicate floor, our Delivery Teams offer the following options:

_____Our Delivery Team will leave the new merchandise in the garage, carport, or at the front door.

_____You may agree to release Big Sandy Superstore and the delivery service from all damages that may occur while delivering the new merchandise on the hardwood or delicate flooring.

Customer Pickup

Merchandise pickup is available for your convenience at every Big Sandy Superstore location. In the event that merchandise is approved for return or exchange you are responsible for returning the merchandise to Big Sandy Superstore. You may also choose to purchase return delivery through Big Sandy Superstore, at the current delivery rate.