The Brown Box | Cancel Order & Return Policies

GENERAL ORDER POLICIES

Products
Our products are NEW and unused unless otherwise stated.

Availability
We do our best to provide accurate information regarding stock status. If the product you’ve ordered is on backorder from the supplier, we’ll offer you a substitute, give you an option to cancel your order without penalties (prior to shipment), or keep you informed about your order's estimated ship date.

Shipping restrictions
Products are usually offered to the continental 48 states. Please see the specific product page for delivery availability outside this area.

Deliveries to Canada, Hawaii, and Alaska may be offered at an additional charge. Please call our Sales team at (800) 718-1710, Mon.-Fri. (Mon - Fri 5am to 8pm) and Sat.-Sun. (Sat and Sun 8am to 5pm PST), for a quote.

NB: White Glove deliveries have their own shipping restrictions.

Delivery time
Delivery time = Order screening + Production/packaging + Shipping.

Order screening
• Regular orders: < 24 hours.
• Special orders: 1-7 days for orders flagged for fraud or delivery address problems.

Production & packaging
• Stock products: 1-7 days depending on supplier.
• Custom-built products: Varies by item; please see specific product page for details.

Shipping
• Regular shipping: 5-7 days for destinations in the continental 48 states, longer to Canada, Hawaii, or Alaska.
• Express shipping: Not offered except through special arrangement with the supplier.

Delivery Method

Parcels – UPS & FedEx
Products less than 70 lbs are usually shipped via UPS or FedEx. We require a signature for products over $400 shipped directly to your door.

Commercial Carrier
Products more than 70 lbs are usually shipped via commercial carrier. The carrier will call to specify a 4-hour delivery window.

NB: Evening / Saturday delivery usually not available except with extra charge; must be arranged in advance.

Commercial carriers offer curbside (“back-of-the-truck”) delivery. If your product is heavy, please make sure you have arranged for help to bring it inside. If you require help from the driver, note that they will sometimes charge an on-site fee for this extra service.

White Glove
We offer White Glove Service for a limited selection of our products. If you are interested, please call our Sales team at (800) 718-1710, Mon.-Fri. (Mon - Fri 5am to 8pm) and Sat.-Sun. (Sat and Sun 8am to 5pm PST), to inquire about availability.

Free or reduced shipping promotions
Some products are sold with free shipping or reduced shipping promotions. Please refer to the return policy if you decide to return such a product as you will be responsible for the actual return shipping cost of the item.

Payment methods
We accept Visa, MasterCard, American Express, and Discover. We offer a promotional Mercantila credit card that entitles you to an instant 5% off of your order (if you are approved). We also accept money orders and E-checks -- your own checks, processed instantly online.

Fraud
All orders are screened for fraud. If an order meets our criteria for fraud-prevention checks (more common if delivery address is different from bill-to address), your order may be delayed.

Communication
You will receive separate emails confirming that your order has been processed and shipped. If we require more information, we will attempt to contact you first by email, then phone.

CANCELLATIONS & MODIFICATIONS

Order modification
You may make changes to your order before the purchase order (PO) is issued to the warehouse. The PO is generally issued within 24 hours of your order. After the PO is issued, increases in quantity of the same product will be processed as new orders; other modifications to quantity or product will be treated as cancellations (see Cancellation – after order confirmation below). To make changes to your order, please call us before 2.30pm PST on the day of your order (Mon.-Fri. only) at (800) 718-1710.

Cancellation – before PO is issued
For orders canceled before the PO is issued, you will receive a full refund (see Refunds below).

Cancellation – after PO is issued

Before shipment
Custom-built products
We cannot guarantee cancellation of a custom-built product. You may be charged the full cost of the product if production has started. Please call us before 2.30pm PST on the day of your order (Mon.-Fri. only) at (800) 718-1710. to request a cancellation.

NB: Cancellation charges will vary by supplier and product.

Furniture
For furniture orders canceled after the PO is issued but before the product is shipped, you may be responsible for up to 15% of the product's retail price.

Other products
You will not be charged for the cancellation unless the supplier has already submitted a ship request for the order.

After shipment
Custom-built products
No refunds.

Furniture
No refunds.

Other products
Non-custom-built/non-furniture/non-personal-use orders canceled after shipment will be treated as returns (see Returns below).

TRACKING

Your order status page will be updated with a tracking number within 48 hours of shipment, and an email will be sent to you notifying you of the same.

RECEIVING

Please inspect the box(es) for signs of damage before opening your product! If you think there may be product damage, please take a photo of the unopened box. This will help prove that damage was the carrier’s fault.

Please retain original packaging until you have verified your product performs as expected in accordance with the warranty.

RETURNS

Customer remorse

Closed box

Custom-built products: No returns.

Furniture: No returns.

Other products: If the box is unopened, you are entitled to a refund of the retail price you paid less actual outbound and return shipping charges (see Refunds below).

NB: If your product shipped “free” due to a promotion, you will still be liable for outbound and return shipping charges.

Open box

Custom-built products: No returns.

Furniture: No returns.

Personal-use products (make direct contact with the body): No returns.

Other products: We will do our best to obtain a refund from the supplier; however, this may not be possible. If it is, the exact refund amount will be at the supplier’s discretion upon examination of the returned product. In addition to actual outbound and return shipping charges, you may be charged a restocking fee up to 15%.

NB: If your product shipped “free” due to a promotion, you will still be liable for outbound and return shipping charges.

Damaged in transit

If your product is damaged in transit, please take photos showing the damage and immediately call our Customer Service team at (800) 718-1710, Mon.-Fri. from 6am - 3pm PST.

Original packaging available

If the box is unopened and/or original packaging is available, we will arrange a pickup and refund the order in full or re-ship the product free (includes shipping charges if applicable). You are responsible for preparing the product for pickup.

Photos showing damage are required.

Original packaging is not available

No replacements or refunds.

Defective product

Repairable

If a product is defective (under warranty) and can be repaired, the supplier will be responsible for parts and repairs. We will assist with shipping parts and facilitating communication with the supplier.

Not repairable

If a product is defective (under warranty) and cannot be repaired, we will facilitate a pickup of the original product and will provide you with either a replacement product or a refund (see Refunds below).

NB: Suppliers require original packaging.

Wrong product shipped

If you have received the wrong product, you will not be liable for costs incurred. If you changed your order and we could not accommodate your request in time (see Order modification above), please note that you will incur applicable return and/or re-shipment costs

OTHER SHIPPING ISSUES

You’ve refused our shipment by mistake

Need to redeliver
You will be responsible for redelivery charges (which vary by supplier) and/or for additional shipping fees incurred prior to redelivery.

NB: Products that originally ship “free” will carry redelivery shipping charges.

No need to redeliver
Refused deliveries will be treated as returns (please see Returns above).

Delivery not possible

Customer error
You will pay re-delivery shipping charges (which vary by carrier) when the initial shipment fails because you entered incorrect delivery information.

Address was changed after the Purchase Order was issued
You will pay re-delivery shipping charges (which vary by carrier) when the initial shipment fails because you changed your address after submitting an order.

Our/supplier/shipper error
We will provide free re-delivery if our error, our suppliers’ error, or our carriers’ error prevented delivery.

REFUNDS

Pre-shipment cancellation
Refunds are provided within 5-7 days when you cancel an order before it has been shipped.

Customer remorse The processing time for refunds on defective products is approximately four weeks, as follows:

You prepare the product for pickup (original packaging – see Returns)

Call our Customer Service team at (800) 718-1710, Mon.-Fri. from 6 a.m. -3 p.m. PST.

Give us 5-10 business days to receive Return Authorization from the manufacturer

Give us 3-5 business days to arrange a pickup and extra 5-7 days for the carrier to deliver the product to the warehouse

Manufacturer inspects the products and acknowledges receipt to us (3-5 business days)

We issue a refund to you (1-2 business days)

Credit card company processes payment (3-5 business days)

NB: Exact refund amount depends on product and whether it is open/closed box (see Returns).

Damaged in transit
If you refused delivery because product was damaged and would like a refund, please send us pictures of the damage and call our Customer Service team at (800) 718-1710, Mon.-Fri. from 6 a.m. -3 p.m. PST.

Defective product
The processing time for refunds on defective products is approximately four weeks, as follows:

You prepare the product for pickup (original packaging – see Returns)

You call our Customer Service team at (800) 718-1710, Mon.-Fri. from 6 a.m. -3 p.m. PST.

Supplier issues a Return Authorization Number (5-10 business days)

We arrange for pickup (3-5 business days)

Carrier delivers product to warehouse (5-7 business days)

Supplier inspects the product and acknowledges receipt (3-5 business days)

We issue a refund to you (1-2 business days)

Credit card company processes payment (3-5 business days)