100% Satisfaction Guarantee
We make every effort to help you make an informed purchase decision by providing you with complete product information (including dimensions and lead-times) before you place your order. We will also send you wood/stain samples and fabric/leather swatches to help you make an informed decision. However, if you decide you would like to return an item for any reason you may do so by contacting our Customer Service department within seven (7) days of the delivery of your order as indicated on the shipping company’s proof of delivery. At that time you will be given a Return Authorization Number (RAN). Please note that we are unable to accept returns without an RAN. Furniture and accessories are returnable for store credit, reselection, or refund with a 20% restocking fee if approved for return within seven (7) days of order delivery. Note: cushions are made-to-order and are considered customized items, so they may not be returned or exchanged.
Freight charges are non-refundable; you will also be responsible for the freight and packaging charges to return the items to Frontera. If you decide to order a replacement of equal or greater value for the product(s) you are returning, Frontera may waive part of the 20% restocking fee, but you will remain responsible for the shipping charges to return the original item to Frontera.
Refunds for authorized returns will be issued (less the 20% restocking fee and shipping charges) within 24 - 72 hours of Frontera’s receipt of the merchandise in its original condition.
Manufacturer’s WarrantyEach piece is covered by a manufacturer’s warranty for a period of three years from the date of purchase for defects in workmanship or materials. The finish on Brazilian Cherry outdoor furniture can be expected to weather over time, but is guaranteed by the manufacturer not to blister, peel, bubble or discolor for one year.
How to submit a damage claim
In the rare event that your item arrives damaged, we require three things:
1. A brief description of the damage
2. The “cutting number” of the furniture item, which can be found both on the box, and under the seat if you purchased a rocking chair.
3. Three photos:
- 1. photo(s) of the damaged item
- 2. photo of the shipping box, showing any damage to the box
- 3. photo of the shipping label showing your address and the tracking number.
Once we have these items (please email to firstname.lastname@example.org), we will process the claim and let you know whether you will be receiving a replacement part or full item replacement. We will then ship the replacement and provide you with the tracking number.
We process claims as quickly as possible, however if you have a date you need it by, please let us know and we will do everything possible to get it sent out by the day you need it. Please feel free to call us directly at the contact number below if you have any additional questions.
Damage claims are extremely rare because of the strength of the wood, quality of construction, and excellent packing materials we have developed over the years. We have found that it is still possible for freight companies to damage items from time to time. We greatly appreciate your business and will help you start enjoying your furniture as soon as we possibly can.
With the exception of items that were delivered via Frontera.com’s White Glove, In-Home Delivery service, you must keep all of the original packaging materials, cartons, or crates in which your order arrived. You are responsible for re-packing the items in their original packaging for return. If you are returning furniture that requires assembly, please do not assemble the furniture unless you are able to disassemble it for packaging into its original shipping containers for return to us.
In addition to the original packaging, please be careful to include all of the accompanying manufacturer literature, instructions, hardware, and other materials with the return shipment.
Frontera.com cannot pay for the cost of unauthorized repairs or returns, or for the return of items which cannot be shipped in their original packaging either as a result of the fact that the containers have not been retained, or because the furniture cannot be disassembled. Unidentifiable and/or unauthorized returns will be refused at the warehouse.
**If your order was delivered via Frontera.com’s White Glove, In-Home Delivery service, please contact Customer Service for specific instructions on how to arrange for a merchandise return or replacement.