Frequently Asked Questions about a Klingmans.com Purchase
We pride ourselves on servicing our customers completely, before, during and after every sale. Our goal is to offer you a secure location to discover the many furnishings we have available for your home, with the comfort and confidence that every one of your purchases, made through Klingmans.com, will arrive exactly as planned. Therefore, we have tried to address the most commonly asked questions below. Please don't hesitate to contact us should you have any additional specific questions.
Products available through Klingmans.com
What if I do not see a product listed that I am looking for?
If you are looking for a specific item, but do not see it located on our website, please contact us, not all items that we offer can be shown online due to the large quantity of merchandise, and some manufacturers specifications.
Is there a way to view a specific item in person? (Do you have a showroom or store)
Our showroom is located in Grand Rapids Michigan. The items that are displayed throughout our galleries changes from day to day. If an item is in stock at the store, then you would be able to view the item in person. Please contact the store prior to making any trip to confirm that the item you are interested in seeing is currently on display. If we do not have an item in stock it would not be available for viewing prior to purchase.
Before you order
Why purchase from Klingmans?
Klingmans has been in the retail furniture business since 1896, offering over 113 years of superior service and quality merchandise. Purchasing furniture for your home is often a large decision, our sales staff are trained furniture specialists who are available to help you along every step of the way; they will ensure that you get the look and quality you want.
How do I place an order?
Order online- Ordering online through our website is a convenient way to shop. Once you have selected your items, you can make changes and review your order before the final confirmation. When the order is complete, a confirmation email will be sent to the address you provide.
Call us- If you prefer to talk to a person while placing your order, our customer service representatives are available at 1-8-KLINGMANS to assist you over the phone.
What are my payment options?
We accept American Express, Discover, MasterCard and Visa, Klingmans Credit Card, Business Check, Cashier's Check and Money Order
When will I be charged for my order?
Custom orders require a 40% deposit at the time of order, the balance will be processed on your credit card when the order is ready to ship.
Do I pay sales tax?
If you are a resident of Michigan, you will be charged sales tax on your order. We are not responsible for individual States' sales tax reporting laws pertaining to online purchases; therefore we encourage you to check your State's regulations prior to making your purchase.
What types of options are available on the different furniture pieces?
Furniture that has custom options is clearly marked on the product(s) page. Pricing will vary based on fabric and finish options. Please contact our customer service in order to obtain a firm price for any custom changes.
Using promotional codes.
When you join our email list, you will become eligible for special discounts and promotions extended to our e-clients. Should you receive a promotion code from us via email, be sure to enter it during the checkout process in order to have the appropriate discount applied to your order.
About your order
I am concerned about submitting my credit card information online. Is it safe to place an order on your site?
Our site is connected to a secure payment server that is encrypted with SSL technology. Your information is safe. However, if you prefer, you may provide your credit card information over the phone.
Will I receive confirmation that my order has been placed?
Once your order has been processed, a confirmation email will be sent directly to you at the email address you provided. When you receive this confirmation, please be sure to check your order for complete accuracy.
How do I check the status of my order?
Feel free to contact us anytime during our business hours and we would be more than happy to assist you with the status of your order(s). Please be aware that we may need to contact the specific manufacturer of your furniture to obtain certain information. If additional information is required we will respond to your inquiry within 24 hours except on weekends.
Is there someone available if I have questions about my order?
Our customer service department is available to assist you from the commencement to completion of your order. Our primary goal is to create a stress free shopping experience for you.
What if I want to change something on my order (ie: fabric, finish, quantity)?
If for any reason you discover that you need to change an item or shipping address on an order, please contact us immediately. Generally, we are unable to cancel or change an order once it has been placed with the manufacturer. If the item has not been shipped we may be able to change the shipping address but this does not allow the order to be canceled. Please contact us immediately if you feel there is any problem with your order so that we may do our best to assist you.
Delivery and Shipping
Your order will ship using the quickest and most dependable method possible. Every product on our site has been carefully selected to ship by a particular shipping method in order to provide you with a most favorable delivery experience. You can buy with the confidence that your order will be delivered promptly, safely, and to your complete satisfaction. Please see our shipping policy for further details.
Who will deliver my order?
Our company services the entire State of Michigan, Northern Illinois, Indiana, and Ohio. All items that are too large to ship as Small Parcel will be shipped on our own trucks. We also have established solid relationships with premier delivery agents to service all other areas nationwide. You will be notified via email when your order ships.
How long will it take to get my furniture?
Each product on our website has a pre-ship processing time, which is the number of business days it will take for your order to be processed and prepared for shipment from the warehouse or distribution center. Because our products are from manufacturers all over North America, the pre-ship processing time will vary according to the individual manufacturer's policies and general practices. For example, certain warehouses will stock items that can be shipped within 24 hours, while other distribution centers might require up to 2 weeks. To give you an idea of when your purchase will leave the warehouse, check the "Pre-Ship Processing Time" listed on the delivery tab of the item you have ordered. Production times on Custom Orders vary by supplier. Most suppliers Custom Order Merchandise pre-ship lead time is 45 – 60 Days. Please refer to the shipping tab of a product to see the estimated pre-ship lead time. If there is a delay beyond the standard pre-ship lead time, we will notify you by mail or email.
What if I’m not home when my merchandise is delivered?
If you are not home when the delivery arrives, the merchandise will be returned to the warehouse, and you will be contacted to arrange another delivery date. In this case, a second delivery charge would be applied to your order.
Do you deliver partial orders?
It is our commitment to process your order as quickly as possible. Order processing times may vary based on the stock availability of items. Some items sent directly from our suppliers may take longer, and items placed on the same ordered may not ship together. If you purchase items from multiple brands or if you place more than one order your items may arrive on different days and with different shipping methods.
Do you charge storage fees?
If for any reason the delivery agent is unable to make the delivery and has to return to the warehouse with your merchandise, you will be charged a storage fee. The storage fees are based on the weight of the items and how long the merchandise will have to be stored. Please contact our customer service department with any questions pertaining to the storage of your order.
What are additional services?
- Assembly Time
- Additional Flights of Stairs
- Specific Delivery Time Required
What if there is damage to my merchandise?
We understand that once you have placed your order, you want to receive it as quickly as possible and in perfect condition. Our manufacturers' products are carefully packaged to withstand the journey from the warehouse to your home. In the unlikely event that your order does not reach you in optimum condition, please notify Klingman's Service Department immediately at 1-8-KLINGMANS. If a product is damaged, incorrect or has missing parts our service department will gladly assist you. If you would prefer not to accept a replacement, you may still return the item for credit under our Standard Return Policy.
Always thoroughly inspect the package and its contents prior to signing for delivery. Please keep in mind that while the outside packaging may appear damaged, many times the item inside is successfully protected by the cushioning materials in the container and it may be perfectly intact. Do not refuse the order based only on an external inspection of the packaging. We require any damage to be noted on the shipping documents in order to have the manufacturer supply any free replacement parts. If the carrier will not allow you to inspect, write 'RECEIVED – NOT INSPECTED' on your delivery receipt, and inspect the items as soon as possible. Please note that if your order is refused, it will be viewed as a return and credit will be issued under our standard return policy.
Service and Warranties
What about manufacturers' warranties?
Contact Klingmans.com regarding any factory offered warranty. We will be happy to assist you.
Who handles customer care?
Klingmans.com has a full time customer service staff that is standing by to answer any questions and solve any issues you may have with your order. You can contact us via email or phone Monday through Friday during our normal business hours.
Cancellations and Returns
What is your cancellation policy?
All canceled orders must be confirmed by Klingmans.com in writing: if you have not received a confirmation, your order has not been cancelled. Orders that can not be canceled at the manufacturer or have been shipped cannot be cancelled and costs for handling or round-trip shipping will be deducted from refunds if orders are refused. Orders that are refused are still considered returns, and as such, the restocking fee and shipping costs both ways will be incurred
What is your return policy?
Your complete satisfaction is what counts at Klingman's. If, for any reason, you are not satisfied with your purchase, we will gladly assist you with your return or exchange within 30 days. Understand that certain items are considered special orders by the manufacturer and as such may not be returnable. Additionally, returns of non-damaged and custom ordered merchandise will incur certain charges as outlined in our standard return policy. Please contact us toll-free at 1-8-KLINGMANS for further details and to request an RMA (Return Merchandise Authorization) Number.
An RMA number will be issued and sent to you via email and instructions will be included on how to return your order. Your return authorization will have an expiration date and items cannot be returned past this date. . It is the customer’s responsibility to arrange shipment of the product back at their cost.
Please note that certain items are considered special orders by the manufacturer, and these products may not be returnable. All items must be unused and in their original condition and original packaging. While we offer free shipping for many of our products, the original shipping charges and handling fees for the returned item(s) will be deducted from the refund. In addition, there may be a restocking fee which will be deducted from your refund should you wish to make a return. If the item is refused and returned to the manufacturer, any return freight costs will also be deducted from the refund.