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Layaway Policy

Effective January 1st, 2017

 

Summary

Whispering Pines assigns a layaway number to all customer orders, regardless of whether the customer is purchasing an item from current stock to be delivered or picked up at a later date, or making a build-to-order purchase. The details and terms of that layaway depend on the type of item that is being purchased.

Non-Furniture Purchase

Layaways are utilized for non-furniture purchases when the customer is purchasing an item from our current inventory. Whispering Pines can only guarantee to hold items for which the customer has made at least a minimum deposit. Although we may extend the offer to hold an item without a deposit, there is no obligation to do so, and Whispering Pines reserves the right to return any “held” items that have not received a minimum deposit to our inventory.

A standard deposit and holding timeframe will apply.

Stock Furniture Purchase

Layaways are utilized for purchasing stock items when customers wish to buy items from the stores’ current inventory but would like to have it delivered, or would like to come back to pick it up at a later date. Large layaway purchases may remain on the sales floor but will he marked "sold."

A standard deposit and holding timeframe will apply.

Standard Order Furniture Purchase

Layaways are utilized for standard build-to-order purchases when the customer is purchasing an item from a builders’ catalog with customized features from that builders’ standard options. Furniture orders can be customized with some defined options without making it a “Special Order.” Standard dimensions and options for most items are available in our store at the sales desk. The typical lead time for a standard build-to-order item is usually between 4 weeks and 10 weeks.

The order is processed within 3 business days and sent to the builder.

A standard deposit and holding timeframe will apply.

Special Order Furniture Purchase

Layaways are utilized for special build-to-order purchases when the customer is purchasing an item from a builders’ catalog with unique modifications; including non-standard dimensions, wood species, fabrics, paint colors, or finish stains. The customer will need to provide the exact measurements and specifications of any customized features prior to placing the order and making a down payment. Whispering Pines will not be held liable for incorrect measurements or unspecified features. If the builder requires a drawing, or if there is a stain match involved with the order, the cost of those services will be the responsibility of the customer. Those costs will be applied to the order and deducted from the deposit. Although it does vary between builders, the lead time for any custom order may add up to 4 additional weeks to the standard lead time. Whispering Pines reserves the right to refuse to build a custom order if it involves overly unusual requests or an impractical design. However, we may require the customer to sign a waiver in order to approve the documented configuration.

The order is processed within 3 business days and sent to the builder.

A non-standard deposit is required, but the standard holding timeframe will apply.

Standard Deposit

On the day of the order, the customer agrees to make a non-refundable deposit of $30 or 10% of the total order, whichever is greater. The remaining balance of the layaway will be due upon pick up or delivery.

Non-Standard Deposit

On the day of the order, the customer agrees to make a non-refundable deposit of $30 or 25% of the total order, whichever is greater. The remaining balance of the layaway will be due upon pick up or delivery.

Notification

When items are built-to-order, they will be shipped from the builder to Whispering Pines Furniture. Once the items are received by Whispering Pines, they will be inspected, and the customer will be promptly notified via a phone call.

Standard Holding Time

The customer is required to make arrangements for in-home delivery or pick up within 30 days. That timeframe begins the day the stock item is purchased, or on the day that the customer is notified that Whispering Pines has received their ordered item.

Change Fee

If the customer would like to make any changes to their order, they can do so within 3 days without incurring any additional fees. If the change increases the total cost of the order, Whispering Pines may require an additional deposit payment.

Cancellations & Changes

Once you place your order, you have 72 hours to change or cancel. After 72 hours, your deposit is nonrefundable. The 72-hour time frame begins as soon as you place your order in our store. After 72 hours, all orders are considered final and our return policy will apply.

There is no guarantee that changes can be made to an order after it has been submitted to the builder. If, however, we are able to make the requested change to the order, a flat change fee of $50 will be applied to the order, and the customer may be required to sign a change order or send written authorization of the change. Additionally, if the change increases the total cost of the order, Whispering Pines may require an additional deposit payment.

Identification, Storage, & Customer Notification

Stock Items

For stock purchases on layaways, Whispering Pines will mark the item with a “sold” tag that includes the customer’s last name and the layaway order number. Whispering Pines reserves the right to decide whether to leave the item on display in our showroom, or to remove it from the floor and place it in storage until the customer picks it up or has the item delivered.

Ordered Items

For all built-to-order items on layaways, Whispering Pines will mark the item with a “sold” tag that includes the customer’s last name and the layaway order number after it has been unloaded from the transport truck and inspected. Whispering Pines will contact the customer to notify them that their order has been received and that it is available for pick up or to schedule delivery.

Holding Fees

Whispering Pines will make multiple attempts to reach an unresponsive customer. However, if the customer fails to pick up the item or schedule delivery within 30 days of their official notification, a holding fee of $10 per item (or up to $100) will be applied to the layaway order each month. That holding fee will be applied to the layaway one month after the first notification, and the amount will be deducted from the customer deposit.

Customer Pick Up

Customers are not required to schedule their furniture pick up time, and are free to come at any time during our normal business hours. However, we do appreciate when we are notified of a planned visit for pick up so that we can prepare the items.  

All furniture is inspected upon arrival at our store, and great care is taken in the storage, preparation and delivery process to make sure that all orders are received in good condition. If the customer chooses to pick up their furniture at the store, we encourage them to inspect the item before taking possession. Furniture blankets are available for rent or purchase. Alternatively, the customer can bring their own blankets and we will gladly shrink wrap the furniture with the provided blankets.

Abandoned Orders

If Whispering Pines is unable to reach the customer or the customer has not responded to our notifications within 90 days of the official notification, the customer is assumed to have abandoned the order and the cancellation policy will apply. The initial required deposit is forfeited as a cancellation fee. The remaining balance will be issued as store credit, less all fees.



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