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Customer Service


1. Satisfaction Guarantee
2. Damaged Merchandise
3. Returning/Cancelling Orders
4. Changes to Orders with Cushions
5. How to Order Online
6. Payment
7. Sales Tax
8. Delivery
9. Back Orders
10. Shipping & Handling
11. In Home Delivery
12. Local Delivery
13. Natural Product
15. Finishes
15. Disclaimers


1. Satisfaction Guarantee:
If, for any reason, you're not satisfied with your purchase within 45 days, you may return it for replacement, refund or credit of the full merchandise cost. Cushions are not refundable and freight charges are not refundable. See statements 1a - 1c below.

1a. Freight charges for returned merchandise are not refundable; See Paragraph 3 below.
1b. Freight charges for orders that are cancelled after being shipped are non-refundable.
1c. Cushions are non-refundable; See paragraph 4 below.



2. Damaged Merchandise:
Please inspect each item of merchandise carefully. See paragraph 3 below. If an item arrives damaged, please call our Customer Service Department within 24 hours at 1-800-372-6799 so that a claim and return authorization can be processed.



3. Returning or Cancelling Orders:
If you are not satisfied with your purchase, it must be returned within 45 days for you to receive a refund or exchange. All returned items are to be shipped prepaid in their original cartons or a similar carton that you provide. To return a product, attach the completed "return form" to the packing slip and enclose in the carton. Once an item has shipped, cancellation will not be permitted. Shipment refusal or return for reasons other than damage, defect, or mis-shipment will result in a 10% restocking fee. Plus an additional 10% restocking fee for cushions, if applicable (See Section 4). If you paid by check or money order, we will issue a refund check. If you paid with a credit card, product charges will be credited to your account. SHIPPING CHARGES ARE NON-REFUNDABLE. We do not accept returns C.O.D. If you need assistance please call our Customer Service Dept. at 1-800-372-6799.



4. Changes to Orders with Cushions:
Cushions are non-refundable. All cushions are custom made using your fabric selection. The credit for furniture being returned will be deducted 10% for the cost of the cushions. Changes or cancellations to orders that require cushions must be made by calling our Customer Service Department of placing your order. However, if cushions has been made or specially ordered, customer is reliable for the cost of the cushions. This is subject to a charge of 10% of your order.



5. How to order online:
Anything you see on our website with a price and item number can be ordered on line. First click on the description of the item you are interested in and you will get complete information for that item. Then click the order box next to the item that you want to order. Simply follow the instructions on the order form. You will give us your name, your billing address, your shipping address and your credit card number. We handle the rest. You can of course place your order by calling our toll-free number 1-800-372-6799 or you may elect to fax your order to us: 1-973-584-7446. Be sure to include your full name, address and credit card information.



6. Payment:
When ordering on-line you must pay by credit card. We accept Visa, Mastercard, Discover and American Express. We will not charge your account until we ship your order. For information about credit card security please click on the top left button marked "Security".



7. Sales Tax:
New Jersey residents only, add 7% sales tax.



8. Delivery:
Because of our extensive warehousing, most items are available for prompt shipment. For furniture that requires cushions, please allow 3-4 weeks for shipment. If delivery is to be more than 45 days you will be notified. All items will be shipped in 10-14 days from receipt of your order. Items ordered together are not always shipped on the same day. Your street address and daytime telephone number are required to arrange furniture deliveries.



9. Back Orders:
We will contact you if there is to be any extended delay in shipping your order. If we are unable to deliver part of your order you will be notified of the status of the remaining items on your order. On credit card orders you will be billed only for items that are shipped.



10. Shipping & Handling:
Items marked with UPS shipping charges include all additional fees for cartons that UPS determines are either oversize (greater than 108" width + girth) or over maximum (greater than 130" with + girth). Items marked MF (Motor Freight) are too large to ship UPS and are shipped by trucking companies with curbside delivery (charges are for shipping only and do not include inside delivery, unpacking, or moving). All MF shipping charges are indicated under Shipping Info and are for shipping within the continental U.S. Increased fuel charges have led to dramatic increases in the rates charged by all freight companies. We at "Fran's" have made every effort to serve our customers by keeping our freight increases to a minimum. For any orders being delivered to an island off the mainland of the U.S. must call for a delivery quote. If you are outside Continental U.S. Please call 1-800-372-6799 for shipping charges.



11. In Home Delivery:
Available at an additional charge. Please call (Toll Free) 1-800-372-6799 for rate information.



12. Local Delivery:
Orders within New Jersey and Metro New York that are not shipped UPS, will be delivered by our own trucks with curbside delivery (listed charges are for shipping only and do not include inside delivery, unpacking, or moving). Call our Customer Service Dept. for rates.



13. Natural Product:
All wicker and rattan products individually accept finishing materials differently. Each piece has its own character and no two pieces will finish exactly the same. Being a handmade natural product, splits and slight variations in the wicker are natural characteristics that add to the beauty of each piece.



14. Finishes:
We do not guarantee that finishes on each piece will match one another from shipment to shipment due to the natural material.



15. Disclaimers:
Sizes:Due to the handcrafted nature of these products, all dimensions are approximate and may vary.
Errors:Descriptive, typographical, or photographic errors are subject to corrections. The product color and finishes as shown in this website may vary due to the scanning process and differences in color monitors. We do make every effort to insure that all products are accurately represented.