Furniture Policy
Please review the following Hirsch + Timber Furniture agreement before making your purchase. By purchasing Hirsch + Timber furniture, you agree to all Hirsch + Timber purchasing terms.
Order Cancellation
Once your order has been placed, you will have 48 hours to cancel your order. To cancel your order or make any changes during this 48 hour period, please email support@hirschandtimber.com. 48 hours after placing your order, the purchase is considered confirmed and final. Under rare circumstances, we may allow order cancellations 48 hours after placing your order with 20% cancellation fee.
Shipping & Lead Time
Please allow 7 business days of shipment preparation time for in stock, ready to ship furniture. Lead time information is available on each product page for pre-order furniture pieces. Due to global manufacturing and shipping shortage, shipping timelines for furniture items are estimated and may extend past their quoted dates. Hirsch + Timber cannot accept responsibility for such delay. Orders are ineligible for cancellation once queued for shipment.
We offer three convenience delivery service options.
Complimentary Curbside Delivery will bring the shipment to the curbside of your house or building; you are responsible for bringing it inside and unpacking/discarding any packaging materials.
For $150, Inside Delivery brings the shipment into either your home or building lobby; you are responsible for unpacking/discarding any packaging materials. Please note that this service option will only have one delivery person on site, which means houses with stairs or elevators will not be suitable for this option.
White Glove Delivery service delivers the piece directly to its desired room, with un-packing and disposal of the packaging. White Glove service charges are quoted upon request. Please email us if you would like to receive White Glove services.
Most of our larger furniture pieces are delivered via a third party delivery service with a delivery transit time of 5-7 days. Hirsch + Timber customer service will make initial arrangements with the customer. Hirsch + Timber customer service will contact you once your order has shipped with a tracking number.
Please note that additional costs may apply to your shipment if the carriers encounter difficulties accessing the delivery location, such as narrow roads or encountering situations where the delivery appointment is missed. In such cases, our dedicated customer service team will promptly contact you to discuss the situation and find a suitable solution.
Return & Exchange
To make your return and exchange experience smooth and easy, we kindly ask that you inspect the piece before signing for the delivery and refuse the delivery if any damage is present on the item due to shipping and handling. Please notify Hirsch + Timber of any damages within 48 hours of delivery. Please refer to this page for full details on furniture delivery guidelines and damage policy.
You have the freedom to initiate a return within 30 days of receiving the product if you are dissatisfied. Please ensure that the items are unused or uninstalled to be eligible for a return. It's important to note that returns will incur a fee, including the actual outbound and return shipping costs, as well as a 15% restocking fee. All items must be securely packaged in their original packaging. Our furniture items are carefully shipped on pallets, protected with corrugated boxes, bubble sheets, and shrink wrap. If, for any reason, the carrier withholds the pallet during delivery (including white glove service), please remember to request it. Please note that we can only accept returns if the furniture is properly packaged and palletized.
To ensure a smooth returns process, we kindly request our customers to prepare and ship their return packages within 14 days from the date of initiating the return. Refunds for eligible returns are typically processed within 1-2 billing cycles from the date the item is received back at our warehouse. This timeframe allows us to carefully inspect the returned product, verify its condition, and initiate the refund process.
Please be aware that all of our furniture pieces are not made in factories but handcrafted by local artisans. Each piece is unique and tells a story of its own. Therefore, cosmetic problems such as blemish, stains, minor wood chips, and inconsistency of colors are not considered as damage nor quality issues.
Shipping Damage
One of the best things about buying furniture from Hirsch + Timber is all items in your order are protected by shipping insurance. We always do our best to ensure safe arrival, but items are occasionally damaged in transit. If your order arrives damaged, it must be reported it within (2) days of receipt. We'll require images of both the damaged product as well as the box and packaging to process the claim. Claims will not be accepted if these conditions aren't met. If your claim is accepted, then we will replace the damaged items, parts, or pay to have them fixed. Please review our Furniture Damage Policy for full details.
Alaska, Hawaii and Off Mainland Customers
For Alaska, Hawaii and off mainland furniture customers, please reach out to our customer support team ahead of purchase for shipping quotes. Depending on the orders, Hirsch + Timber may cover full or partial shipping cost.