Kloss Furniture - Terms and Conditions

For Promotions, Locations, and Hours: www.klossfurniture.com - Call or Text Kloss Furniture's Customer Care at 618-654-9801

Kloss Furniture Warehouse: 135 Poplar St, Highland, IL 62249. Corporate Phone Number: 618-654-3036

Instore and Online Orders:

1. When ordering instore and online you agree to all terms and conditions listed below.
2. By purchasing instore and online, you agree to the collection of personal information that you are providing. We will use the information that we collect about you to contact you via email, text, and phone calls for the following purposes: Order details and updates, Delivery, Processing payment, Support, Marketing/ Promotional, Creating user account, Testimonials, Targeted advertising, Manage customer order, Manage user account.

Payment and Delivery Information:

1. Payment: All furniture purchases must be paid in full at the time of the sale.
2. Delivery Address: Please ensure your delivery address is accurate to avoid any delivery issues.
3. Furniture Relocation: Kloss Furniture offers a complimentary 10-minute allowance for moving pre-existing furniture within your home. If the relocation takes longer, there will be an additional charge of $99.99 for every 30 minutes beyond the initial 10 minutes. You will receive an invoice for any extra time required.

Cancellation Policy:

1. Special Orders: Cancelled special orders are subject to a 30% restocking fee.
2. Rugs: Cancelled special orders for rugs will incur a 50% restocking fee.
3. Stock Items: A 10% restocking fee applies to canceled or exchanged stocked items.
4. Cancellation Timeline: Items cannot be canceled, returned, or refunded after five days from delivery. If a cancellation is requested while the item is in your home within five days of the delivery, a pick-up fee of $199.99 will be charged.

Warranty and Service:

1. Warranty Claims: Repairs, replacements, or refunds for purchases will be determined at Kloss Furniture's discretion. Our customer service administrator must authorize warranty service requests; delivery personnel, service technicians, sales staff, and design staff are not authorized to approve warranty service.
2. Re-Selection: If you choose to make a re-selection, the canceled item(s) will be collected immediately, and loaner furniture will not be provided.
3. Service Locations: Depending on the required repair, service may be performed in your home, at our warehouse, or the manufacturer's factory. We reserve the right to inspect the merchandise in your home.
4. Out-of-Warranty Service: For items without a protection plan or those out of warranty, service charges include $99 per call, $99 per hour for labor and $99 for transportation.
5. Manufacturer Warranties: Kloss Furniture honors all manufacturer warranties for quality and craftsmanship. Note that manufacturer warranties do not cover clearance merchandise.
6. Residential Use: All warranties only apply to regular residential use and do not extend to commercial use.
7. Clearance and Floor Models: Items sold as "AS IS" clearance items and floor models are non-returnable and non-refundable.
8. Pickup Location: Floor models, accessories, clearance items, and pillows can be picked up at our Kloss Furniture stores. All other merchandise must be picked up from our warehouse at 135 Poplar Street in Highland, IL 62249.

Protection Plan and Mattress Guarantee:

1. 4-Year Protection Plan: When you buy any 4-Year Protection Plan, if you don't use the plan within four years, you'll receive a Kloss Furniture Credit worth half the protection purchase price.
2. Protection Plan Cancellation: If you cancel a protection plan, the appropriate delivery charge will be deducted from the protection plan refund. If a plan is cancelled before the agreed upon term is fulfilled, the customer will be refunded a prorated amount of the original purchase price that is calculated from the date of the item(s) possession.
3. Mattress Comfort Guarantee: Customers must sleep on their new mattress for at least 30 nights after delivery to qualify for any comfort exchange or trial. A mattress protector must be purchased from Kloss Furniture at the initial sale to honor any mattress warranty or Sleep Guarantees. Read Kloss Furniture's Comfort Guarantee Agreement for more information.
4. Free 1-Year Accidental Coverage: Every Red Carpet Delivery, whether it's local, one item, or long distance, includes a free 1-year accidental protection plan. The 1-Year Accidental Plan does not cover accessories, rugs, mattresses, outdoor furniture, and pet damage. If a 2-Year or 4-Year protection plan is purchased, the customer will not receive the 1-Year Accidental Protection.

Delivery Guidelines:

1. Preparation: On the day of delivery, please ensure that all pathways to the delivery site's desired entrance and designated room are clear to facilitate quick and efficient furniture placement.
2. Special Instructions: Ensure any special delivery instructions (e.g., floor level, apartment number, parking/driveway instructions, community gate code) have been communicated to your salesperson and delivery team.
3. Recipient Responsibility: An individual aged 18 or over must be present for the entire red carpet delivery time to receive and sign for the delivered merchandise. Curbside drop-offs do not require anyone to be home during the drop-off.
4. Delivery Schedule: Deliveries are scheduled on weekdays, but delivery days may vary based on location. Two-hour delivery time frames are assigned 24 hours before the scheduled delivery date, optimized for fuel-efficient routes.
5. Mattress Disposal: Kloss Furniture offers mattress disposal for a fee, but other items will not be removed.
6. Cancellation Policy: To cancel a delivery, please provide 24 hours notice before the scheduled delivery date to avoid a second full-priced delivery fee. Please contact Kloss Furniture promptly for any cancellations or rescheduling requests.

Kloss Furniture Highland Warehouse Pickup:

1. Assembly: For pickup at our main warehouse in Highland, assembly is available for $10 per piece. Please notify the warehouse at least one day in advance if assembly is required. Assembly cannot be done at the time of pickup. Some items come fully assembled, while others do not. If you need clarification, contact the customer care at 618-654-9801.
2. Requirements: When picking up from our warehouse or stores, ensure you have a valid driver's license or state ID and a copy of your receipt. You are responsible for bringing tie-downs and blankets to secure items in your vehicle. Kloss Furniture personnel will assist with loading, but please note that Kloss Furniture is not responsible for any damage to items once they leave our premises.