If something isn’t right with your order or delivery, this page explains what to do and who to contact. We’ll work quickly to make it right. How to Contact Us Customer Service Phone: 425-454-2474 · Email: info@greenbaumhf.com Have your order number, delivery date, and photos (if applicable) ready for fastest service. Change or Cancel an Order We’ll do our best to accommodate order updates. Some changes may not be possible if an item has shipped or entered production. Change request: Call or email with your order number and the requested change (color, finish, quantity, etc.). Cancellation: Orders canceled after 24 hours may incur fees if shipment can’t be stopped. We’ll confirm by email. Delivery & Scheduling Issues If your delivery window changes or you need to reschedule, contact us as soon as possible. Reschedule: We’ll find the next available date and window. Access/entry: Ensure doorways, elevators, and pathways are clear for delivery teams. No-Show / Missed delivery: A re-delivery fee may apply if no one is available at the confirmed time. Damage, Defects & Missing Parts Report within 48 hours of delivery for concealed damage or missing components. Take clear photos of the carton, packaging, product label/SKU, and affected area. Email info@greenbaumhf.com with your order number, photos, and description. We’ll review and advise next steps (repair, replacement part, exchange, or pickup). Keep all packaging until resolution is confirmed, as carriers may require inspection. Returns & Exchanges Eligible items may be returned or exchanged within the stated policy period. Returned items must be in like-new condition with original packaging. Special orders and clearance items may not be eligible. Contact us for an RMA and instructions. Once inspected and approved, we’ll proceed with replacement or refund per policy. Special Orders Special orders are placed directly with the manufacturer and built to your specifications. Because these items are custom, all special orders are final sale and cannot be canceled or returned once production has begun. On-Display & Clearance Items Items purchased “as-is” from the showroom floor or marked as clearance are final sale. These pieces may show signs of wear or display usage and are sold without additional warranty unless specifically noted at purchase. Manufacturer Warranty Many products include a manufacturer’s warranty covering defects in materials/workmanship. We’ll help file a claim when needed. Provide photos/video and a clear description of the issue. Proof of purchase is required. Warranty decisions are made by the manufacturer. Refunds & Billing Approved refunds are issued back to the original payment method. Processing times vary by bank/issuer. We accept major credit cards online. Checks are accepted only at our physical location. You’ll receive an email confirmation for any order change or refund processed. Best Practices on Delivery Day Protect floors & remove obstacles along the path of delivery. Measure doorways, stairwells, and elevators for fit. Inspect items on arrival and note any visible damage on the driver’s paperwork; take photos and notify us. We appreciate the opportunity to assist you and will work to resolve your concern quickly.
