Customer Service

ORDERS

PAYMENT METHODS

We currently accept all major credit cards (Visa, MasterCard, AmEx, Discover) as well as PayPal and Amazon Pay.

TAX CALCULATION

Sales tax is calculated based on your physical location and varies from place to place. Taxes will be automatically calculated at checkout and will be applied to your purchase.

PRODUCT LEAD TIMES

Lead times will vary product to product, as determined by selected finishes, upholstery, and other customization. Consult the product pages or contact support@thirdwardfurniture.com for specific details.

DELIVERY METHODS

Shipping methods are determined by the weight and size of the furniture, as well as customer needs. Freight delivery methods include tailgate and inside delivery (for an additional cost). Some smaller items may be shipped via a ground carrier.

WHAT IS TAILGATE DELIVERY?

Larger and heavier items, as well as items that ship with multiple pieces per-carton, will need to be shipped by a freight carrier using a large semi-trailer truck. This shipping method may also be referred to as curbside delivery. In these instances, the driver will pull up to your loading dock and bring the furniture to the back of the truck. You will be responsible for taking the furniture off the truck and into your building; for this reason, you must be present at the time of delivery.

Tailgate delivery is advisable for customers that have access to a loading dock and can move larger items with a handcart, pallet jack, or forklift. Customers in constrained spaces or urban areas must be aware of any restrictions on loading and unloading as well as your building's floor plan, in order to ensure that items may be safely transported to their destination.

WHAT IS INSIDE DELIVERY?

If your location does not have people who are able to bring your new furniture into the building, we recommend adding inside delivery service to your order. When you order inside delivery, the driver will take the boxes off the truck and bring them inside your location’s ground level front door. For furniture weighing more than 125 pounds, the driver will bring the item into your room of choice, including going up one flight of stairs. There is an additional fee for this service, and it may add up to an additional week to your delivery time.

WHAT IS GROUND DELIVERY?

Items that are light enough and fit in small enough cartons are eligible for ground shipping at our discretion, so long as they meet criteria set by both the carrier and Third Ward. This delivery method will follow standard ground shipping guidelines; tracking information will be provided. Please note that this delivery method is not available for P.O. boxes.

SHIPPING COST

All Third Ward furniture includes free standard shipping. Depending on the product, this will include either tailgate or ground delivery, which will be determined by the specifics of the order.

For a flat fee, inside delivery is offered and may be selected during the checkout process, immediately preceding payment. Please see above for a description of inside delivery, which is available on certain items.

INTERNATIONAL SHIPPING

We currently service customers in the contiguous United States; this excludes Alaska, Hawaii, and US territories (Guam, American Samoa, Northern Mariana Islands, Puerto Rico, U.S. Virgin Islands, and any APO/FPO addresses).

RETURNS

Unless otherwise noted in the item description, you may return your purchase for a refund minus the round trip shipping charges within 30 days of receiving your item. Returns will be subject to a re-stocking fee that will not exceed 20% of the order.

Items must be in new/unused condition and in their original packaging in order to be returned. Cancellations or returns must be authorized in advance. To return an item, please email us to start the process.

WARRANTY

We guarantee that our products are free from defects and/or faulty workmanship. A five year warranty applies to all products.

Variations in color, texture, wood grain, wood knots, and other natural variants are not considered defects, nor is damage caused by freight.

For all warranty claims and to begin the authorization process, please contact support@thirdwardfurniture.com. We will evaluate whether repair, replacement, or a return will be appropriate or necessary.

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