Delivery, Returns & Exchanges
We are actively monitoring the ongoing developments with COVID-19 and have closed our factories following state regulations to "shelter in place" through April 29, 2020. Since all products manufactured by Tandem Arbor are custom-built to order, production will not begin until the factory re-opens and will be subject to this delay. We will notify you directly in the event that a product's availability date changes.
We appreciate your patience and forgiveness for the inconveniences caused, and we will continue to keep you up to date as we are notified of any updates.
Customers with open orders will be contacted directly with updates should any changes or delays arise.
Please contact Customer Service for any additional information.
We make every effort to display the most current and accurate product inventory information. We will notify you directly in the event that a product’s availability date changes. Please contact Customer Service for additional information.
Shipping & Delivery
Once your product is completed, we will notify you of your shipping details and estimated delivery date.
For your safety and the safety of our delivery team, we will be suspending our White Glove delivery service. We will continue to offer Threshold Deliveries. This means that our shipping teams will bring items, in our factory packaging, to a customer’s front porch, front door or garage, but will not enter the home or remove packaging. For any customer that does not wish to get a threshold delivery, they may delay delivery at no additional expense until we are able to safely resume White Glove service.
Please provide an accurate phone number during the ordering process to ensure proper communication and arrangement of delivery. Please note that at this time we cannot process orders that are to be delivered outside of the continental US (including AK, HI, PR, etc.), internationally or to a PO, APO, or FPO box.
Please contact our Customer Service Gurus if you have any questions or concerns regarding shipping and delivery of your goods.
Returns & Exchanges
Custom orders begin production immediately upon order and are built to the customers specifications. They cannot be cancelled, changed, returned or refunded at any time. A customer agrees to these terms, when placing an order. This is inclusive of, but not limited to any sale of a custom manufactured piece.
CUSTOM MANUFACTURED PIECES
Custom manufactured pieces are any order placed by a customer in which Tandem Arbor must custom manufacture the piece to fulfill the customers order request
Order Request is defined when a customer completes a sale whether unassisted or assisted (by sales service guru) to the result of a purchase from the TandemArbor.com website. Completion of this order request will result in an email confirmation to customer by TandemArbor.com stating that the customers order was placed. This concludes the order request procedure.
TANDEM ARBOR UPHOLSTERY PRODUCTS
These items are considered custom order items and are non-cancellable, non-returnable and non-refundable. Due to the nature of our handmade made to order pieces, we can not offer refunds or cancellations on any of our custom pieces.
FINAL SALE & CLEARANCE ITEMS
All items sold on Tandem Arbor are considered Final Sale. They are considered non-returnable and non-refundable.
OVERSIZE DELIVERY POLICY
Customer(s) agree that when ordering a custom ordered piece they have pre-measured the barrier of entry. Neither TandemArbor.com nor any of it's affiliates or parent company, officers, shareholders or any person(s) affiliated with so said company can be held accountable for any reason, where a customer has not properly measured their entryway, space or any other claim resulting in an oversized claim, neither in process of delivery during, or after. If a customer makes a claim or a denial of a shipment is made to TandemArbor.com or the freight carrier making the delivery, customer is solely responsible for the pieces that were ordered. Customers may not request a refund nor cancellation on the order due to an oversized issue. We recommend that in the case where a piece does not fit into their entryway or home/final delivery, to use a local upholstery/furniture specialty solution, in the case of the NYC Metro area, we highly suggest the services of Dr. Sofa (www.DrSofa.com).