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At Hirsch + Timber, we prioritize the utmost care and protection of your valuable items during shipping. While it is unlikely, if by any chance your item arrives damaged, defective, or incorrect, we take immediate action to rectify the situation. Our dedicated team is committed to repairing or replacing any affected items. However, if you wish to request a refund, we kindly ask you to follow our Furniture Return Policy. Please note that this process may involve certain fees for shipping, and restocking. Our primary goal is to provide you with an exceptional customer experience, and we kindly request your cooperation by adhering to the guidelines provided upon receiving your delivery.

 

Damage Policy and Guidelines for Freight Items:

For freight shipments, you must inspect the packaging and open your delivery promptly BEFORE SIGNING the delivery receipt. If you notice any shipping damage or receive incorrect item(s), kindly refuse the shipment and mark the Bill of Lading as "damaged." The Bill of Lading will be provided by the delivery person during your appointment. Please remember to take clear photos of the damaged packaging and/or item. Please note that refusing the shipment before inspection may incur re-delivery fees.

 

After refusing the shipment, please contact our customer service within 48 hours at support@hirschandtimber.com and provide photos of the damaged shipment. We will swiftly handle your claim and send you a replacement at no additional cost.

 

Important Notice: It is crucial to report any damage, defect, or error before signing for a signature-required freight shipment. Failure to do so may result in your responsibility for the damages, and your damage claim could be denied. Please ensure all damage claims must be submitted within 48 hours of your item's arrival. Claims reported beyond this timeframe may be declined. Signing for the delivery indicates that the shipment was received in good condition during the delivery appointment, and any damage reported later may not be considered shipping-related by insurance.

 

In certain cases, we may request the return of the shipment even if the delivery was not refused but the claim was accepted. For such returns, please ensure that all items are securely packaged in their original packaging. Our furniture items are diligently shipped on pallets, protected with corrugated boxes, bubble sheets, and shrink wrap. If the carrier withholds the pallet during delivery (including white glove service), kindly request it. Please be aware that we can only accept returns if the furniture is appropriately palletized. Once we receive the return, we can send you a replacement. 

 

Damage Policy and Guidelines for Parcel Items:

For no signature required parcel items, please promptly open your package and inspect its contents. Remember to retain the original packaging. If you discover any damage or incorrect items, kindly take photos of the item and packaging, and promptly report the issue to our customer service at support@hirschandtimber.com. Please provide detailed descriptions along with the photos. Clear photos are essential for processing damage claims. Please note that damaged returns without the original packaging cannot be accepted, and damage claims reported after 48 hours of item arrival may be declined.

 

In the event of item damage, we will arrange for a furniture repair professional to restore your item to its pristine condition. Alternatively, our customer service specialist will collaborate with you to find a satisfactory resolution, such as a refund or discount. If our certified repair professional deems an item irreparable, we will provide instructions for return shipping. Upon receiving your damaged item, we will promptly send out a replacement.

 

Damage claims will be denied if the item has been used or installed.