Terms of Service
SALES
If you are not near one of our showrooms, please dial one of the following to place an order:
You’ll be connected to our Customer Care Center, which is staffed by knowledgeable and courteous sales professionals at our workshop in Auburn, Maine. The Customer Care Center is open Monday – Friday 8:30am-5:00pm and Saturday: 10am-6pm(Eastern Time).
Showrooms
If you are near one of our showrooms, we encourage you to stop in to place your order, consult with a sales associate, or simply see that piece that you have had your eye on.
Payment
We build furniture on a customer-request basis and require a 50% deposit to initiate your order. Upon receipt of your deposit, we will send you a confirmation to ensure your order information is accurate. When your order is nearing completion, we will contact you to arrange a delivery time. The balance will be due prior to shipment. We accept money orders, personal checks, Visa, MasterCard, and Discover.
Sales Tax
If your furniture is delivered to or picked up in any of the following states, we are required to charge applicable state sales tax: AZ, AR, CA, CO, DC, GA, FL, ID, IL, IN, MA, MD, ME, MI, MN, NC, NJ, NM, NY, OH, OK, PA, RI, SC, TN, TX, UT, VA, VT, WA, WI. Please note that shipping fees are taxable in AZ, DC, GA, IL, MI, MN, NC, NJ, NY, OH, PA, RI, SC, TN, TX, VA, VT, WA, WI.
Build Times
Our furniture is made to order, requiring build times prior to shipping. Due to high demand, build times are exceeding 25 weeks. For more information on current build times, please contact our customer care center at 800-708-9045.
Delivery
Our furniture is made to order, requiring build times prior to shipping. Delivery takes an additional 2 to 7 weeks depending on your location. When your order is nearing completion, we will contact you to schedule a date and time for delivery. Smaller items may ship via UPS Ground (fully insured) at our discretion. If your order is shipped UPS, a tracking number will be emailed to you. Please advise if you prefer a specific location for the driver to leave your package. Click here for more information about our delivery service and rates.
Inscriptions
If you would like a personal inscription on a piece, we can attach an engraved brass plaque. Call for pricing.
Warranty
Thos. Moser warranties its standard furniture designs for the original owner’s lifetime against failure due to workmanship or wooden components. Hardware, electrical, and upholstery components are covered under warranty for five years after delivery date.
Custom Orders
An order is considered custom if it is altered from our standard offering in any way; this includes customer’s own materials, alternate wood species, and other modifications to sizing or specs. Custom orders and orders incorporating non-standard electronics, hardware, or upholstery carry only the manufacturer’s warranty.
Build Times and Delivery
Our furniture is made to order, requiring build times prior to shipping. Upon payment of an initial deposit, each order will receive an Estimated Ship Date (ESD). The ESD is the date we anticipate completing your order and preparing it for shipment. Final payment will be requested 1-2 weeks prior to the ESD of your order. Delivery periods range between 1-7 weeks, depending on your location. If your furniture is being delivered via a common carrier (i.e., UPS, FedEx), you will automatically receive an email with tracking information. Storage fees may apply if you cannot accept your order once it has been scheduled for delivery. To avoid storage fees, communicate any building delays, travel, or other scenarios impacting delivery to your sales associate ahead of the ESD.
Cancellations
Thos. Moser furniture is handmade to order. Orders can be canceled without penalty up to 90-days ahead of the original ESD. Orders canceled within 90-days of the ESD are subject to processing and restocking fees. Restocking fees range from 15-50% of the deposit paid and are dependent upon the work completed and materials acquired for the order. Cancellation of custom orders is permitted within 5-business days of drawing approval. Deposits on custom orders become non-refundable 5-business days after initial deposit or drawing approval where required.
Returns
Returns for circumstances outside of warranty coverage are accepted within 30-days of delivery. Pieces must be in first-quality condition and are subject to a 15% restocking fee. Original shipping charges are non-refundable. The purchaser is responsible for return shipping. A refund will be delivered upon receipt and review of the item. Custom pieces are non-returnable outside of workmanship or failure of wooden components.
Offers, Sales & Promotions
All Thos. Moser offers, sales, and promotions are subject to change without notice. All offers, sales and promotions exclude custom-designed products that are outside of our standard collection of products. Other Exclusions may apply.
WELCOME EMAILS:
Offer applies to new orders only. Cannot be combined with other sales or offers. Excludes custom, accessories and new designs. For orders by phone and in a Thos. Moser showroom, simply mention the offer. Sale pricing will be applied to online orders using the provided promotional code. Pricing is subject to change without notice.
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