Frequently Asked Questions
Ordering Information
- What options do I have for placing my order? We only accept orders over the phone. When ordering, simply call 207-272-0557 to discuss the details of your custom-made order.
- What forms of payment do you accept? We accept most major credit and debit cards.
- What happens after my order is placed? After your order is placed you will receive an acknowledgement by email or regular mail. Please review this carefully and advise us as within 48 hours if something isn’t right. After the 48 hour review period the item is considered as ordered and can not be cancelled except under our policies as outlined below.
- Is this an error (or omission)? On occasion we will have errors on our website. We do our best to make certain that we do not have pricing errors or omissions but on occasion we do. We do reserve the right to refuse an order due to an error or an incorrect price. Should this occur we will advise you of the proper price and offer the option of a refund.
- Can I cancel my order? Most orders are custom orders. We are happy to cancel your order at no cost to you, except credit card fees, so long as the order is not already being manufactured or in the case of a stock item it is not in the shipping process. At our discretion we can accept a cancellation on an order that is in work or is in the process of being shipped, but in this case, due to the costly nature of a cancellation the costs include: delivery, warehousing and discounts offered to resell the item, we have to charge a cancellation fee of 25% plus any shipping charges that may have occurred. The cancellation fee will cover our cost to dispose of this item as most manufacturers will not take a return once the item has left their distribution center or is in production. If the item has been delivered to your home you must also have the original packaging as we cannot accept a return that is not in its original packaging. All returned items must be in new condition. We can also not accept an item that has been assembled or changed in any way. Some items cannot be returned such as clearance items and bedding. A refused item will fall under the guidelines of our cancellation policy.
Shipping Information
- What do you charge for shipping? We offer subsidized In-Home Delivery on Almost Everything to Almost Everywhere” for $299. For large sofas, 97” or larger add $99 and for sectionals, two sofas or three of more pieces add $199. For deliveries to Arizona, California, Colorado, Nebraska, Nevada, New Mexico and Utah add $99. For deliveries to Idaho, Oregon and Washington add $199. Our subsidized delivery fee represents only a fraction of our actual delivery costs due to the high cost of transportation and fuel.
The same drivers that leave North Carolina will be setting up your furniture in your home. We use no trans-dock shipping terminals or forklifts for example. The drivers are responsible for the safe delivery of your furniture. Many companies charge extra for White Glove delivery even those that offer free shipping.
An exception to our delivery policy is if you order an item that is normally part of a group such as a single ottoman, an accent chair or parsons chair, in this case actual shipping charges will apply.
There are some areas, considered remote, by the delivery service that we cannot deliver to for the time being, due to our inability in finding a reliable In-Home delivery service that will deliver to those areas. Please see note 5 below for a review of these locations. - How long will my order take? We have carefully selected our manufacturers as manufacturers that can deliver without lengthy delays, but on occasion an item is delayed or back-ordered or you may live in a remote area. Please be patient. We will do our best to deliver your furniture as quickly as possible. At the time of order please contact us for your expected delivery time. All delivery times are estimates and are not guaranteed.
- How will I know when my furniture is arriving? We only ship by a private In-Home delivery service. We do not use UPS, FEDEX or any Common Carriers except by special arrangement. You will be generally contacted about one week prior to your delivery and they will set up a delivery time and generally offer a 4-hour window. Please be advised that the drivers are making many deliveries on their trip and as with all things in life the unexpected can occur. Drivers maybe driving thousands of miles, through all sorts of weather conditions. There can be delays due to breakdowns or prior deliveries. Generally, drivers will try to notify you if they are delayed. Please be patient should there be a delay. Should you not be home for your delivery and a new delivery is needed actual delivery charges for the new delivery will apply. The delivery will have to be rescheduled for the drivers next trip to the area.
- What delivery services do you use? We only use Asset Based Delivery Companies (they own their own trucks) for our In-Home deliveries. We only use a private, family-owned delivery company. (There may be some exclusions such a small ottoman or cushions). Your order is loaded on the truck in High Point, North Carolina and it is not offloaded from that truck until it reaches your home. The same two drivers stay with your order for the entire trip. When they arrive at your home, they will unwrap your order and place the order in your home. The benefit of this type of delivery is that you can inspect your order before the driver leaves. This type of service is admittedly a little slower, but it is worth it as transportation damage is very rare.
- Can you deliver to my area in the US? There are some areas in the United States where we can no longer deliver to, for the time being. These include Montana, North Dakota, South Dakota, Wyoming, Northern Michigan, Northern Minnesota, Northern Wisconsin, and Northern Maine above Bangor Maine. If you live in a remote area, please contact us for details to confirm that our delivery service will service your area. We are sorry that we cannot offer service to these areas, but we have not been able to find a reliable In-Home White Glove Delivery Service that will service these areas. If you live in one of these areas we could deliver to a friend or relative, a moving company or your choice or a shipping terminal within our regular serviced areas. For example, we believe the UPS store in Bangor, Maine will receive furniture deliveries to those living north of Bangor. If you live in Northern Michigan such as in the UP, Alpena or Mackinaw Island we could deliver to a location in Traverse City such as Two Men and a Truck. Should service be needed at some point in the future which is not covered by our extended warranty provider it would be your responsibility to transport your order to a location that our delivery company services.
We cannot deliver to islands, but we can deliver to the warehouse of your forwarder that services your island. It will be your responsibility to arrange and pay for shipping from the mainland warehouse to your island. If you live in Nantucket or Martha’s Vineyard, for example, we could deliver to Cape Cod Express in Wareham, MA who services these islands. Should service be needed at some point in the future which is not covered by our extended warranty provider it would be your responsibility to transport your order to a location that our delivery company services.
We do not ship to Alaska or Hawaii or freight forwarders that service these areas due to the difficulty of providing service in these areas should it be needed. - Do you deliver to Canada? We can no longer deliver to Canada due to the difficulties in crossing the border for the time being.
- What if I cannot be home for my delivery? If you cannot be home for your delivery and you appoint another person to represent you please be advised that this person, no matter who it is, will become your authorized representative signing your Bill of Lading on your behalf.
- What happens if I miss my delivery appointment? When the delivery service is ready to deliver your furniture, they will schedule a delivery time window with you. If you miss your delivery window for any reason the delivery service will charge a re-delivery fee for having to make a second trip. In the event that Casco Bay Furniture is charged the re delivery by the delivery service this fee will be charged to the card you used to purchase your furniture.
Delivery Information
- What should I do when my furniture arrives? If your order has arrived by a freight company such as ABF, FEDEX or UPS you must inspect the cartons carefully. and if the driver will allow you to open the cartons and inspect the contents. If the cartons are damaged even in the slightest manner it is essential that you open and inspect the items inside. If the driver will not let you inspect the contents then refuse the item which had the damaged carton. You could also note on the Bill of Lading “Concealed Damage” for the item with the damaged carton. Once you sign the Bill of Lading “as received in good condition” it then becomes very difficult to file a freight claim. Should you receive the carton and the carton is in good condition and you sign for it prior to opening the carton and the driver leaves it is imperative that you open the carton immediately. It is your responsibility to open and inspect the contents within the first 24 hours. Even if you plan to store the cartons until a later date it is essential that you inspect the contents. Should you find any damage to your order you must notify the freight company within 24 hours. After that it is almost impossible to file a freight claim. A note of caution: sometimes drivers are rushed and they may write on the Bill of Lading, “Received in Good Condition” and tell you to sign here. Do not sign anything until you have followed the procedures as outlined in this area.
- If your item is delivered by an “In Home” delivery service with set up included. The delivery service will unpack and set the items up in your home. Inspect everything very carefully and note on the Bill of Lading any damage or defect. Do not sign the Bill of Lading” as Received In Good Condition if the item is damaged or defective. Here again if you sign for the item as received in good condition and you later try to make a claim it becomes very difficult to do so as the carrier will respond that the customer signed the Bill of Lading as received in good condition. Please contact our office or the office of the delivery service should the item be damaged or defective. In some cases an in-home repair service could repair the item. If you cannot reach our office or the office of the delivery service and there is any question in your mind regarding the item and its repair-ability then refuse the damaged item only, accept the items in good condition. This will prevent the necessity of a second trip to pick up the damaged item. Due to trucking regulations the drivers will not remove the cartons in which your furniture is packed. An in-home delivery driver generally will pack and place the cartons in an area of your choosing. A note of caution: sometimes drivers are rushed and they may write on the Bill of Lading, “Received in Good Condition” and tell you to sign here. Do not sign anything until you have followed the procedures as outlined in this area. Damages are unlikely. Our damage rate is less than 2%. If the item has transportation damage the shipping company does reserve the right to restore the item to like new condition. Most of the delivery services do employ expert technicians with many years of experience who can successfully restore an item to like new condition.
- Manufacturing Defect. If the item has a manufacturing defect as opposed to damages from transportation and or handling please contact us or the delivery service office, before the drivers leave your home, so that we can help you. A defect is the responsibility of the manufacturer and not our store. Sometimes the defect is simple and it can be repaired by the driver such as a door out of alignment, but in other cases the item will have to be returned by the delivery service for restoration. In some cases a local repair service will be able to restore the item. In either case the determination will be made by the manufacturer or our customer service department. Here again do not sign the Bill of Lading as received in good condition if the item has a manufacturing defect and in all cases note the damage or the defect on the Bill of Lading. Should the purchaser decide to hire a local contractor without prior approval it will be the purchaser’s responsibility for payment to this person.
- Photographs. Should your item be damaged or have a factory defect a photograph, preferably digital, will be required by the manufacturer and the delivery service. We realize this is an inconvenience but there is no way around this. They will not process a claim without a photograph.
General Information
- What if the item is too large to be delivered into my house or building or I don’t like the size of the furniture in my room? It is the responsibility of the Purchaser to determine if the item can be delivered into their house or building. If the customer lives in an apartment building for example. The customer must determine that their purchase will fit into their building, into their elevator, through the hallways, up or down any staircases and doors and into their apartment and into the chosen room. If the customer lives in any other type of home here again the customer must determine that their purchase will fit through any doors, hallways, stairs and rooms. The customer is also responsible to determine in advance if the furniture will fit into the selected room where the furniture will be placed. The customer must also determine in advance of placing their order that the item is the right size for the selected room. We will do everything possible to assist you but ultimately sizing and fitting in is the customer is responsibility. Should the item not be able to be delivered or should the customer decide that they do not like the size of the item our standard cancellation policy will apply. In this case the customer will be responsible for a 25% restocking charge and actual delivery charges.
- Variations. Our items are made by craftsman and there can be variations in sizes, colors, textures and finishes. This is what makes each item special. This is not considered a defect and the item cannot be returned for this reason excepts under the terms of our cancellation policy.
