Stock Order Cancellation
Order cancellations must be requested via e-mail and are considered cancelled only when the customer has received a confirmation e-mail from PlatformBedsOnline.com confirming the cancellation. There is no charge to cancel an order if confirmed prior to billing. Orders cancelled after billing are subject to a 10% processing and re stocking fee. Orders cancelled once in transit are subject to 10% processing and re stocking fee as well as all shipping fees even if original shipping was free.

Custom, Specialty and Made to Order Products Cancellation
Custom and made to order products must be cancelled with 48 hours of placing an order or they can no longer be cancelled and refunded. Non regularly stocked items are difficult for PlatformBedsOnline.com to resell and are thus produced solely upon request of the customer and cannot be refunded once the cancellation window has passed. Custom and made to order products are billed prior to beginning construction and are built exclusively for the customer.


Returns
All returns must be accompanied by a return authorization code (RAC). Items returned without a RAC will be refused and no refund will be given. To receive and RAC simply contact PlatformBedsOnline.com during standard business hours M-F 9am -5pm PST. Our evening and weekend staff will not have access to your order.

All items that come in boxes must be returned in the same boxes. This does not include products that arrive blanket wrapped. Returns must be picked up and in transit no more than 14 days from the date of delivery and must include all instructions, pieces etc. Customers are responsible for ALL shipping charges on returned items. On items with "Free Shipping" promotions, if you choose to make a return, you will be refunded the full amount paid for the returned items less actual shipping costs to and from your home and a 6% restocking and processing fee. We will make all of the shipping arrangements for you. Please note if you have small doorways, halls or elevators that some boxes may not fit. Please call for exact dimensions if you are concerned. Orders that will not fit in to a customers home will be subject to this return policy.

Price Policy
We have the lowest prices guaranteed. Find a lower advertised price by a competitor and PlatformBedsOnline.com will beat it. Once your order has been placed, no further discounts are available. At PlatformBedsOnline.com we continuously work to lower our prices and offer our best price at all times clearly stated on our site. On occasion we do offer temporary sales due to overstocking or lowered prices by our suppliers. Prices can also rise at any time due increased cost of business or low availability. We reserve the right to cancel orders before the order is processed should we find a pricing error, though we work hard to keep our data accurate online at all times on occasion pricing errors occur and will not be honored.

Delays
Customer agrees to not hold PlatformBedsOnline.com responsible for delays caused by vendors, manufacturer or carriers. Specialty made and back order items can be delayed three weeks or more due to customs and demand. Customers will be notified via e-mail as soon as we foresee a delay. We are dedicated to delivering your order before the estimated delivery time expires but we cannot always control third party situations. Delays are not a right for cancellation or return and are subject to our cancellation and return policies.

Shipping

We utilize a variety of shipping methods to safely deliver our various products. Some products specifically require that we send them either common carrier or specialty carrier depending on the packaging or unique requirements of the product. Whenever possible we like give our customers the choice of both of these shipping methods to accommodate your delivery needs. Most orders ship out on wooden pallets for added protection against shipping damage, customer is responsible for disposal of the pallet. "Free Shipping" applies to the lower 48 US States. Outside of the lower 48 US States shipping is charged based on weight and freight class, please call for a shipping quote.

Standard Shipping is typically the fastest delivery method and is only delivered to your curbside. The customer is responsible for transporting the items from the curbside and any necessary assembly inside your home. Customer is also responsible for the following steps.

1. Delivery Appointment – Whenever possible the trucking company will call you in advance to schedule delivery. Unless the product is sent with no signature required, customer is responsible for scheduling a delivery appointment when the shipping carrier calls (usually 2-3 days in advance) at a time when you can be home to sign for the items within the carrier’s business hours. Fees resulting from re-delivery will be the sole responsibility of the customer so please do not miss your scheduled delivery appointment. Redelivery can take up to a week depending on your location.


2. Product inspection – despite any pressure from hurried delivery drivers for you to simply sign for your package *** YOU MUST INSPECT ALL ITEMS ***. This includes noting all damages to packaging and opening the boxes to inspect the contents as well. Any damage to the product that is not noted on the bill of lading will be the responsibility of the customer if the damages are transit related. Proper notation on the Bill of Lading is the only way for PlatformBedsOnline.com to receive compensation.

In Home Threshold Delivery is subject to the same policies as standard shipping but the delivery agents will bring your order inside the home to the first point of entry.


Specialty White Glove Shipping is perfect for customers who require assembly assistance and for certain PlatformBedsOnline.com products which require delicate handling. For specialty white glove shipping the items will be delivered into the customer’s home of choice and assembled. Up to 2 flights of stair carry are included free while additional stair carry can be arranged for an additional charge if no freight elevator is available. Packaging for the delivered products will also be removed for the customer’s convenience upon request. Please note that some items must be repackaged in original boxes if returned so please keep your boxes if you are unsure about your purchase. The customer is responsible for the following steps.

1. Delivery Appointment – scheduling a delivery appointment when the shipping carrier calls (usually 2-3 days in advance) at a time when you can be home to sign for the items within the carrier’s normal business hours. Fees resulting from re-delivery will be the sole responsibility of the customer so please does not miss your scheduled delivery appointment. Redelivery can take up to a week depending on your location.

2. Product inspection – Before you sign for anything *** YOU MUST INSPECT ALL ITEMS ***. This includes noting all damages to packaging and opening the boxes to inspect the contents as well. Any damage to the product that is not noted on the bill of lading will be the responsibility of the customer if the damages are transit related as proper notation is the only way for PlatformBedsOnline.com to receive compensation.

Reporting Damage
Unless the entire item is completely destroyed please do not refuse shipment. If you have any questions regarding what to do please call us before you sign for or refuse any package. Typically Our platform beds can be fixed fastest when the items are left at the customer’s home rather than back in the carrier’s hands who caused the damage in the first place. In most cases a part can be replaced or in circumstances when it is required to replace the entire item, we often allow the customer to use the damaged item until a replacement arrives. Please do not refuse an item unless completely destroyed.

To report damage send us an e-mail with a description of the damage and pictures. Please include your order ID number or last name on the order. Damage must be reported within 3 days of receiving delivery.

- Repair or Replacement Guarantee- By accepting damaged merchandise you are in no way accepting responsibility for the damage as long as you clearly follow the steps for delivery above (see product inspection). It is the responsibility of PlatformBedsOnline.com to replace or fix damaged or defective items at no cost to you when damage has been noted properly. We take your satisfaction seriously and will immediately take action to fix or replace damaged items.

- Additional Fees - If customer needs to have a shipment delayed, PlatformBedsOnline.com needs to be notified IN WRITING within 24 hours of placing the order. If the customer notifies PlatformBedsOnline.com after 24 hours and the item has shipped, customer is responsible for any additional shipping charges that incur, including storage fees, holding penalties, redelivery fees. If customer needs to have a shipment redirected to a different address after the item has shipped, customer is responsible for all applicable fees associated to redirect shipment. Any and all fees associated with missed delivery appointments and unwarranted product refusals will be automatically billed to the customer’s card on file and another delivery attempt will be made. If card on file cannot be billed customer agrees to send money order or cashier’s check within 7 days or be turned over to collections.

Sales Contract: The entire sales contract between you and our company will be set forth in the invoice and/or accompanying or referenced documents and emails provided by us. To guarantee accuracy oral statements made by any employees or personal shall not be relied upon as part of the sales contract. Only written statements, facts and policies are considered part of the contract.