FAQS

  1. Do you offer a warranty against defects?
  2. Will my item look exactly like the picture?
  3. Will the wood be uniform and matching in color throughout?
  4. Will the merchandise require assembly?
  5. How much is shipping?
  6. How long will it take to receive my order?
  7. How will you ship my order?
  8. What about delivery confirmation?
  9. What about international delivery?
  10. Is it safe to order online?
  11. Can I order by phone or fax?
  12. How can I pay for my order?
  13. How do I pay by check or money order?
  14. Do you charge sales tax?
  15. What is the "Local Customer Green Discount”?
  16. What items qualify for the "Local Customer Green Discount”?
  17. What is the cancellation policy?
  18. What if my item arrives damaged?
  19. What is your return policy?

Products & Pricing

1. Do you offer a warranty against defects?

Epoch Design offers a free Limited Lifetime Warranty for all of our merchandise. We pledge to repair or replace, at our option, any product or component that is defective in material or workmanship for the lifetime of your merchandise. The Limited Lifetime Warranty excludes normal wear and tear.

2. Will my item look exactly like the picture?

Epoch Design makes every effort to provide high quality images and measurements to assist you in selecting your merchandise. However, images may vary in color depending on your monitor settings. Sometimes measurements are rounded off, and occasionally they will vary slightly from the description. If precise dimensions or colors are critical to your order, we suggest you Contact Us by phone or e-mail in order to further assist you.

3. Will the wood be uniform and matching in color throughout?

As with all natural wood products, there will be variations in color and grain, and minor checking may occur. This is normal and does not compromise the integrity of your furniture. In fact, variation in character of solid hardwood is integral to the beauty and appeal of hardwood furniture, and distinguishes it from prefabricated, synthetic, and composite materials.

4. Will the merchandise require assembly?

Most items require some assembly unless the product specifically states fully assembled. All parts including the required hardware – tools, screws, nuts and bolts – packaged securely in small bags and boxed with easy-to-follow instructions.

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Shipping & Delivery

5. How much is shipping?

Shipping is included in the price of the product. Items are shipped a Ground or Common LTL Truck carrier, depending on size and weight. For expedited shipping options, please Contact Us prior to placing your order.

6. How long will it take to receive my order?

Orders are shipped within 72 hours. You should expect your order to arrive within 14 days. We will send you tracking numbers via e-mail as soon as they are available. For expedited shipping, contact us at orders@epochbydesign.com prior to placing your order.

7. How will you ship my order?

Items are shipped either by Ground or LTL Truck, depending on the size on weight of your order. Oversize items or multiple quantity orders will ship via LTL Truck. All items are delivered Curbside (does not include assembly) unless stated otherwise.

8. What about delivery confirmation?

We send tracking numbers through our automated e-mail system. This will allow you to track your merchandise to your door. You will usually receive a phone call for large items that ship via Truck to work out shipping details.

9. What about international delivery?

We currently ship throughout the contiguous United States. We generally do not ship to Hawaii, Alaska, Puerto Rico, or Canada. However, if it is a very large order we may be able to accommodate you by adding shipping charges. Please Contact Us directly for more information.

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Placing Your Order

10. Is it safe to order online?

Absolutely! Your order can by completed online simply by clicking the "Buy Now” button next to the item you wish to order. The secure server will protect and scramble all of your shipping and credit card numbers with Industry-Standard SSL encryption technology. If you feel more comfortable you may phone, fax, or mail your order using an Order Form. However, placing your order online is extremely safe and secure. Your privacy and security is our number one priority.

11. Can I order by phone or fax?

Absolutely! Our customer care representatives are available Monday – Friday, 9:00 AM to 5:00 PM Pacific Standard Time to assist you. You may also fax your order 24 hours a day by printing an Order Form.

Phone Order: 1-(800)-589-7990
Fax Order: 1-(425)-284-0885

12. How can I pay for my order?

Epoch Design accepts Visa, MasterCard, and American Express for online purchases. We also accept payment by check or money order.

13. How do I pay by check or money order?

Epoch Design accepts money orders, personal and business checks. All checks must clear before merchandise will be shipped. If you would like to pay by check or money order, you can order online or print out an Order Form and send it to us via fax or mail. Be sure to enter the correct item descriptions. You may also order via telephone. Your check can be mailed to the following address:

17617 NE 65th St
Redmond, WA 98052

14. Do you charge sales tax?

There is no sales tax collected on any order shipped outside of Washington state. Epoch Design will collect the appropriate sales tax for orders shipped within Washington state. This will be added to your total when placing your order.

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Discounts

15. What is the "Local Customer Green Discount”?

Because Epoch Design cares about the environment, we offer a Local Customer Green Discount to our customers in Washington state. Because shipping to these areas has a reduced carbon footprint, we offer Washington customers a 5% discount for all items purchased. If you choose to pick your order up at our Redmond warehouse location, an additional savings of up to 10% for a total of up to 15% savings may be available. Please see Shipping Terms on individual products for more details. "Be Green, Buy Local.”

16. What items qualify for the "Local Customer Green Discount”?

All products qualify for the Green Discount regardless of the number or type of products purchased.

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Post-Sale Inquiries

17. What is the cancellation policy?

Orders may be cancelled anytime before they have shipped, without hassle and free of charge. A cancellation number will always be assigned upon cancellation. You will need to provide this cancellation number in the event of any discrepancy. Orders without a valid cancellation number will be subject to our full return policy if the order was refused.

18. What if my item arrives damaged?

Our excellent packaging and shipping experience reduces the chances of damage. However, in the event of damage please save all original packaging, and notify us and the shipping company immediately. Damages to items shipped must be noted on the delivery receipt and reported to us immediately. Concealed damage must be reported to us and the shipper within 5 days of arrival. Pictures are required in the event of hidden damage. If there are partial damages or shortages, accept the good items and list damages/shortages on the delivery receipt. If the product is refused and damage is noted on the delivery receipt, we will send free replacement parts to correct the problem or replace the item free of charge at our discretion. If a replacement is declined and you would rather cancel your order, you may choose from the following: Upon receipt of return we will issue a refund, store credit, or exchange at your request, less actual round trip shipping charges. Refunds are also subject to a 15% restocking fee. We are not responsible for any damages reported after 5 days of arrival.

19. What is your return policy?

Customer satisfaction is our top priority. If you are unsatisfied for any reason with your purchase, you can return it at your expense within 30 days of a refund, exchange, or store credit. The item must be unused and contain all parts and packaging included with the original shipment. To return items please Contact Us via phone or e-mail for an RMA (Return Merchandise Authorization). All returns are subject to actual outbound shipping charges. All refunds will be issued in the original form of payment used for purchase, and are subject to a 15% restocking fee. The restocking fee is waived for exchanges and store credit.

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Customer Care

Call 1-800-589-7990 8am-5pm (PST) or complete our contact form.

CONTACT US

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Our Guarantee

We stand behind our products with a free Limited Lifetime Warranty

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Epoch By Design Customer Guarantee

Going Green

Our furniture promotes conservation and environmental sustainability.

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Going Green with Epoch By Design

Testimonials

"Thanks for a solid product and attentive service."  Read More