While you need not be home to receive a UPS delivery, you must inspect your order and report any damage or defect within 24 - 72 hours of delivery. Please see the section on Inspecting Your Delivery for more information.

Motor Freight Delivery:
Larger items including most furniture pieces will be delivered by Motor Freight Curbside Delivery. Items shipped by this method will be delivered to your curbside. Please note that Motor Freight Delivery does NOT include unpacking the furniture, furniture placement, assembly, or removal of packaging material. Some accessories and furniture items delivered via motor freight will require some assembly. Easy to follow assembly instructions are included.

Shipping timeframes will vary with manufacturer and individual product.  Estimated shipping time frames are given for each manufacturer. These are educated timeframes based on our experience. We provide  what should be the longest times not the shortest. If you have a specific delivery time frame, we should discuss this prior to order placement. Douglas Nance will never promise something we don't think is possible just to get a sale. We will do our best to expedite your order and help coordinate delivery, but cannot guarantee an exact delivery day or time.

Motor Freight deliveries are made by appointment. When your furniture is ready for delivery, the freight company will in most cases telephone you to arrange a date and time for delivery. Deliveries are most often scheduled between 8 AM and 5 PM Monday through Friday (your local time). Please respond as soon as possible with a date that is best for delivery. A re-delivery fee may be charged if no one is available at the scheduled delivery time and a re-delivery is required. If you choose not to schedule delivery within 5 days of the original delivery notification call, applicable storage fees or returned freight may apply. If motor freight delivery fails to occur during the appointed day and rescheduling is required please call the carrier first and inform us as well. We will do our best to expedite your order and help coordinate delivery, but cannot guarantee an exact delivery day or time. That will be the responsibility of the Motor Freight company.

Please make sure someone is at the delivery destination at the appointed time to receive the order.

If your home is not accessible by delivery truck (for example: a summer home in a location snowed-in during winter months), we may have to transport your merchandise to the nearest accessible point and it will be your responsibility to provide pick-up and transportation to your home.

Douglas Nance offers quality products from the best brand names, and makes every effort to ensure that these products are packaged and delivered by the most reputable and qualified shipping companies. Despite these precautions, the possibility does exist that your order may arrive with minor transit damage, or, in rare instances, with a minor manufacturing defect. Thus, it is imperative that you inspect your order for damage before signing the freight bill!

Obvious Damage:
If the box is clearly damaged, please remove product and inspect immediately. If product has been damaged you should refuse delivery. Push it back on the truck, make a note on the bill of lading and give us a call so that we may ship a replacement.

Hidden Damage:
If the box has some damage, or if there is any reason for you to be at all concerned about hidden damage, please write "PRODUCT DAMAGED" clearly on the sheet that they ask you to sign. This simply ensures that if there is any damage, it will be easy to take care of the problem.

Our Customer Service team and manufacturer reps are in constant communication to ensure that the product you ordered is delivered to your satisfaction in the style/size/color/finish you selected. If, upon inspection, you discover that the incorrect product has been shipped to you, please contact our Customer Service department immediately, to arrange a replacement or a full refund.

If you aren't absolutely delighted with your purchase, don't worry -  you won’t be stuck with an item you cannot use or that you do not want. (Note: If your item was damaged or defective, see our Damaged Goods section above). We are proud to offer one of the best return policies we have seen. You may return your purchase (Except cushions. All cushion sales are final. Cushion cancellations can only be accepted prior to the fabric actually being cut for your order. Please call if you require any assistance with your fabric selection.) for any reason within 30 days of receipt for an exchange or a refund of the purchase price excluding our shipping and handling costs. Some of our products may be offered with free shipping, so please be aware that if you return one of these products our actual outbound shipping costs will be deducted from your return refund.

If you decide you would like to return an item you must contact our Customer Service Department within thirty (30) days of the delivery of your order. Please note that we are unable to accept returns without prior approval, and that we will refuse delivery of unauthorized merchandise returns. All items must be returned in original packaging and the item must be received in new undamaged resaleable condition.

Please keep in mind that once an order has shipped, it cannot be cancelled. If you refuse an order, it will then fall under our standard return policy, where roundtrip shipping costs will be deducted from your refund.

You must keep all of the original packaging materials. You are responsible for re-packing the items safely in their original packaging for return. Returns are NOT accepted without original packaging. All items must be returned in original packaging and the item must be received in new undamaged resaleable condition. If you are returning furniture that requires assembly, please do not assemble the furniture unless you are able to safely 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. Any alterations made to the product after delivery including sanding, staining or customization of the item in any way will be grounds for refusal of your return.