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We understand that purchasing furniture is one of the most important investments you will make in your lifetime. For this reason, we want to make it as “painless” as possible and make certain that you’re completely confident in your purchase.
Famous 37-Day “In-Home” Trial
The last thing we want is for you to be stuck with a piece of furniture that just doesn’t work for your space. Ordering “custom-made” furniture can sometimes be worrisome, but when you add in the “online factor” it can be even more concerning. This is why we’ve created our 37-Day “In-Home” Trial.* Here’s how it works. Place our furniture in your home for 37 days. Use it. Live with it. If after 37 days you’re not completely satisfied with your purchase, call our customer service department at toll-free 800-551-IDENTITY or email us customservice@identitycraft.com and we will arrange to have the furniture shipped back to our factory for a refund of the purchase price plus shipping costs (less a nominal 15% re-stocking fee). How can we make this unheard of offer? Well, we are just THAT confident in our product. We’ve built furniture for over 13,000 customers and our “return rate” is less than 2%.
Upholstery “Forever Warranty”
IdentityCraft features a “Forever Warranty” on all of their upholstered furniture. It gives you the comfort of knowing the furniture you purchase will last forever. This warranty is provided to the original purchaser only. The warranty only applies to furniture used for normal residential purposes and does NOT apply to furniture that has been abused or used for commercial purposes. Our warranty is not valid on “clearance” or “as is” condition products or furniture that has changed hands or was not purchased from IdentityCraft or any authorized reseller for IdentityCraft. All of the warranties set forth below are subject to these Warranty Limitations.
Workmanship
Our upholstered furniture is custom built to order in our Los Angeles factory. Our skilled craftsmen are proud of their work. All stitching, welting, and construction materials are guaranteed for the life of the original cover under normal household usage.
Frames, Springs, & Mechanisms
Frames and spring systems are guaranteed to be free from manufacturing defects and cracking, popping, squeaking and sagging for the life of the original cover under normal household usage.
Cushion Cores
Foam cores are under warranty to be free from manufacturing defects and against the loss of foam resiliency for the life of the product. Cushion Care and Our 2.0 density high resiliency foam cores are environmentally friendly, containing no cfcs. While foam will soften, it should not lose its resiliency - the ability to recover from compression. Polyester wraps, used to create surface softness, will, over time, lose some of the initial loft, which may contribute to cushion flattening and wrinkling. Our feather/down options are softer and more casual cushions will, by design, flatten, wrinkle and soften. This is considered normal performance and is not a defect. We suggest you fluff these cushions as you would fluff the feather or down pillow you sleep on.
Recliner and Sleeper Sofa Mechanisms
Our steel recliner and sleeper sofa mechanisms have a three (3) year limited warranty against manufacturing defects. Our standard sleeper sofa Innerspring Mattresses are under warranty to be free from manufacturing defects and against the loss of foam resiliency for seven (5) years. Air mattresses are under warranty against defects in materials and workmanship for one (1) year. Memory foam mattresses are under warranty against the loss of foam resiliency for seven (7) years.
Upholstery Fabrics
Upholstery fabrics, including slipcovers, are under warranty for one (1) year against seam slippage, fraying and dye transfer, but only if any cleaning conforms to industry standard methods. This guarantee does not cover wearing, wrinkling, fading, pilling or fabric that has been treated with an applied soil repellent. In addition to our standard manufacturers warranty, we are proud to offer you an optional 10-year extended warranty through Ultra-Shield (click here for more information) for all upholstered furniture pieces.
Wood Furniture Warranty
Our wood furniture products, which include beds, tables, dressers, chests, dining chairs, desks, cabinets and their component parts are warranted to be free from defects in workmanship, materials and construction for a period of one year from the date you receive the product in your home. Due to the handcrafted nature of our wood furniture, there are natural variations in grain and color, and inherent characteristics such as knots, mineral streaks, pitch pockets, tiger striping and insect markings, which are not considered quality defects. The warranty only applies to furniture used for normal residential purposes and does NOT apply to furniture that has been abused or used for commercial purposes. Furthermore, the following is not covered under our warranty: Normal wear and tear, damage from improper use or accidents, or surface scratches and scuffs due to customer use.
Our Promise
Within the provisions, time allowances and limitations of this guarantee, we promise to repair or replace, at our option, any part or parts we deem to have manufacturing or material defects. Certain defects may be repaired in your home with our authorization. If the repair cannot be completed in your home, arrangements must be made to transport the furniture. The Guarantee does not include the cost, if any, of transportation.
*37-Day “In-Home” Trial requires a full 37 day merchandise evaluation in your home. If after 37 days you’re not completely satisfied with your purchase, call our customer service department at toll-free 800-551-IDENTITY or email us customservice@identitycraft.com and we will arrange to have the furniture shipped back to our factory for a refund of the purchase price plus shipping costs (less a nominal 15% re-stocking fee). All return requests must be made within 10 days after the 37-day period and receive a Return Merchandise Authorization (RMA) number. Once we receive your piece(s) at the our Los Angeles factory and determine that they are in factory original condition, we will gladly refund your product purchase price and shipping costs (less a nominal 15% re-stocking fee) On exchanges (returned merchandise for new merchandise) due to non-manufacturing related issues, customer will be charged a 30% of purchase price re-stocking fee for the original merchandise plus return freight and re-delivery charges. All clearance items, or custom orders utilizing “Customers Own Material” are final a can not be returned. additional slipcover, "Quick Ship", "Clearance" and/or orders that utilize "Customers Own Materials" are final and can not be returned. To receive credit on these items, they must be returned in original packaging with all hardware. Customer is responsible for making sure items ordered will fit into the home (please notify us of narrow openings at time of order). If items are too large to fit in the home and refused, customer is still responsible for all delivery related fees and a 30% of purchase price re-stocking fee.
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