Terms of Service
Effective January 1, 2026
These Terms & Conditions apply to all purchases from Thos. Moser, whether online, by phone, or in-person, unless otherwise stated in a separate written agreement.
1. Payment & Deposits
We accept American Express, Visa, Discover and MasterCard for all transactions. We also
accept cash, check and wire transfers for orders placed in person or over the phone.
Made‑to‑order items: For purchases under $5,000 full payment is collected at the time of sale.
All other orders may be paid in full, or a 50% deposit will be collected at checkout. We will
contact you 30 days prior to your estimated shipping date to arrange payment. Please note:
Orders will not be shipped without collection of the final payment.
Ready‑to‑ship items: Payment in full is collected at the time of purchase.
In the event of a pricing or description error, we reserve the right to cancel the order and refund
all amounts paid.
2. Sales Tax
Sales tax is estimated at the time of purchase and finalized at shipment according to the
destination jurisdiction. Please note, sales tax can change between the order date and
shipment, due to individual state tax regulations and requirements.
3. Shipping, Handling & Delivery
Furniture is made to order, delivery transit adds 2–4 weeks depending on location. Your order
confirmation lists an Estimated Ship Date (ESD)—the date we expect the piece to leave our
workshop. Orders must be paid in full before they can leave the workshop for delivery.
Estimated completion dates are not guaranteed and may be affected by factors outside our
control, including supply chain disruptions, natural disasters, or labor availability.
We select the shipping method and partner based on product and destination, prioritizing topquality handling to ensure your furniture arrives damage-free. If preferred, you may request
white glove delivery explicitly.
Customer is responsible for confirming that the items will fit in the intended space and through
all access points. If delivery cannot be completed due to access limitations, the order will be
treated as a return subject to restocking and any additional delivery fees.
Title and risk of loss pass to the buyer when the goods are delivered to the carrier at our
facility. This means that ownership transfers once the piece is handed off for shipment,
regardless of the delivery method selected. Even after your piece has shipped, our team
continues to support you through delivery, setup, and any service needs to ensure your furniture
arrives safely and meets our quality standards.
If delivery is postponed at the customer’s request after the piece is ready to ship, the order will
be deemed delivered as of the date it is available for shipment, and risk of loss will transfer at
that time. Storage arrangements may be made under our storage policy below.
Delivery Damage
Despite the care we take in shipping, unexpected damage can sometimes occur in delivery.
Customers must inspect and note any damage at the time of delivery. In the event of shipping
damage, we will coordinate with the carrier and arrange repair or replacement as appropriate,
so you are not left managing the claim process.
Customer Pick-ups
Pick-ups at our Auburn workshop or Freeport showroom must be scheduled within 30 days of
the completion of your order. If you’re unable to do so, let us know so we can discuss possible
delivery or storage options. Orders not collected within this timeframe may be subject to storage
fees.
Change Orders
If your circumstances change and you need to adjust your order’s estimated completion date,
you may do so within 30 days of placing the order without incurring storage fees. Please reach
out as soon as possible to communicate any scheduling changes.
Delayed Shipments & Abandoned Orders
We understand that you may need some flexibility on your shipping date and we’re here to help.
We offer a complimentary 30-day grace period to hold your order. After 30 days, a storage fee
of $500 per month will apply.
Please contact us via email at service@thosmoser.com to arrange for temporary storage.
Please note, storage fees must be paid in full prior to delivery.
We will check in with you every month while your piece is in storage. Please note that furniture
cannot be stored indefinitely. If we’re unable to reach you using the contact information on file
for a continuous period of 3 months, we will assume the order is no longer being pursued and
your deposit will be forfeited.
4. Custom Orders
An order is considered custom if it is altered from our standard offering in any way, this includes
alternate wood species, and other modifications to sizing or specs. Please note, pre-approved
custom modifications and customers’ own materials fabrics are not considered custom orders.
Custom orders and orders incorporating non-standard electronics, hardware, or upholstery carry
only the manufacturer’s warranty. For questions, please contact us via email at
salesinfo@thosmoser.com
• A $200 non‑refundable design deposit initiates drawings; this amount is then credited
to the order.
• Custom build times typically run 2–4 weeks longer than standard.
• Manufacturer warranties apply to third‑party electronics/hardware. Failure due to
workmanship or wooden components is covered under the conditions of our Thos.
Moser warranty
All designs, sketches, and prototypes remain the intellectual property of Thos. Moser, even if a
custom order does not proceed.
5.Inscriptions
If you would like a personal inscription on a piece, we can attach an engraved brass plaque.
Please call for pricing.
6. Warranty
Thos. Moser warranties its residential furniture designs, including custom items, “Must be Seen”
and “Shop Seconds” for the original owner’s lifetime against failure due to workmanship or
wooden components. Leather, fabric, foam, hardware, electrical and upholstered parts are
covered for five (5) years from delivery. Commercial‑use, custom, or COM (customer owned
material) pieces carry the manufacturer’s warranty on non‑wood components only.
Discoloration, damage, or issues relating to improper use, treatment, or improper storage of
items are not covered by our warranty. Damage due to extreme humidity / dryness, direct heat,
sunlight, etc. are not covered under warranty. In addition, warping, cracking, or damage from
environmental conditions are excluded from the warranty.
To claim warranty service, please visit https://www.thosmoser.com/repair-form/ or email
service@thosmoser.com with supporting photos of the warranty issue and proof of purchase;
we will determine repair, replacement, or goodwill in‑home service at our discretion. If your
warranty requires return to our Auburn workshop, we’ll arrange and cover shipment. Before
pickup, our team will provide specific photo and documentation requirements. Customers must
photograph the item prior to pick up; upon arrival, we’ll conduct a second inspection to verify its
condition before processing your warranty.
7. Returns & Refunds
At Thos. Moser, we stand behind the quality of our handmade furniture and want you to be fully
satisfied with your purchase. The following terms apply to returns outside of warranty service:
- Standard Items. Non-custom pieces may be returned within 30 days of delivery if they
are in first-quality, saleable condition. Returns within this period are subject to a 10%
restocking fee. Exchanges will be considered for new orders of equal or greater value,
assuming the original furniture is in first-quality saleable condition and therefore would
not be subject to a restocking fee. First-quality, saleable condition is defined as a piece
that is free from damage, wear, or signs of use, and is in the same condition in which it
was delivered. Exchanges for a new piece will incur applicable shipping fees and taxes.
Original outbound freight is non-refundable, and customers are responsible for return
shipping costs. After 30 days, returns may be accepted subject to inspection and a 25%
restocking fee and are only accepted for furniture that is in first quality saleable
condition. After 60 days, an item is no longer eligible for returns. To initiate a return
please email service@thosmoser.com. - Custom. Custom orders, or pieces with non‑standard
dimensions, finishes, fabrics, COM (Customer-Owned-Material), or other custom
alterations are considered final sale and therefore are non‑returnable, except in the
case of failure due to workmanship. Custom orders can only be cancelled within
7 calendar days of drawing approval. (see § 9 Cancellation Policy). - Seconds and Showroom Stock. Any items from our “Must Be Seen” or “Shop
Seconds” collections, or items sold directly from showroom stock, are considered final
sale and are not eligible for return or exchange. - International Orders. Customers outside the United States are responsible for all
duties, VAT, brokerage, port fees, and return freight. - Trade Orders. Trade accounts are refunded to the purchasing account on record under
the same conditions as residential orders.
A refund will be delivered upon receipt and review of the item. To initiate any return, contact
Customer Service at 800‑708‑9703 or service@thosmoser.com within 30 days of delivery; our
team will walk you through eligibility, restocking fees and shipping arrangements. Before
shipping your return, our team will provide specific photo and documentation requirements.
Customers must photograph the item prior to shipping; upon arrival, we’ll conduct a second
inspection to verify its condition before processing your return or exchange.
8. Cancellation Policy
Because each piece is built to order and specifically for you, cancellations are limited:
• Standard orders: May be canceled within 30 calendar days of initial payment
without penalty. If you need to cancel your order after 30 calendar days, a 10%
cancellation fee will apply.
• Custom orders: Can be canceled within 7 calendar days of initial drawing approval
without penalty. After that, the order becomes non‑refundable, and the order is fully
committed.
9. Force Majeure
Thos. Moser shall not be liable or deemed in breach of these Terms & Conditions for any delay
or failure in performance caused by events beyond our reasonable control. Such events include
but are not limited to acts of God, natural disasters, fire, flood, labor disputes, strikes, material
shortages, supply chain disruptions, transportation delays, government actions, pandemics, or
other circumstances beyond our control. In such cases, delivery times may be extended for the
duration of the event, and we will make every reasonable effort to keep you informed and
minimize any impact on your order.
10. Dispute Resolution
All transactions are governed by the laws of the State of Maine. By placing an order, you
consent to resolve any claim through binding arbitration in Cumberland County, Maine.
11. Changes to Offers & Promotions
All promotions, sales and special offers apply to new orders only and are subject to change
without notice. Excludes custom pieces unless explicitly stated.
12. Discounts & Promotions
All discounts, promotions, and special offers are valid on new orders only and cannot be applied
retroactively to existing or prior purchases. Exceptions may be made if a new promotion is
brought to the attention of our team within 30 days of the order being placed.
Certain promotions, when specifically stated, may be limited to new households only and are
not available to existing customers. Eligibility requirements will be clearly indicated in
promotional materials when such restrictions apply.
Discounts and promotions cannot be combined with other promotional or sale pricing, unless
explicitly noted in writing. Promotions are valid only during their published timeframes and
cannot be extended beyond their stated expiration dates.
13. Contact
Customer Service 800‑708‑9703 | service@thosmoser.com
14. Glossary (Key Definitions)
• First‑quality: As‑new condition, no scratches, dents, stains, odors or post‑delivery
alterations.
• Estimated Ship Date (ESD): The calendar date your order is scheduled to leave our
Auburn, Maine workshop.
• Custom: An order is considered custom if it is altered from our standard offering in any
way, this includes customers’ own materials, alternate wood species, and other
modifications to sizing or specs. Please note, pre-approved custom modifications are not
considered custom orders.
