Returns & Exchanges
Order Cancellation Policy before Product Shipment
- An order can be cancelled within 96 hours of being placed as long as the product has not been shipped for a full refund.
- If a product goes into backorder and is not in stock, then it can be cancelled before shipment with no charges (full refund).
Roost Return Policy
- Less than 70 Lbs – Full refund subject to deduction of the shipping to and fro expenses.
- Big furniture more than 70 Lbs – Shipping to and fro plus a 15% restocking fee. We will work with you and in 95% of the cases, we are able to get you a refund from the supplier with no restocking fees.
Please send an email to confirm the cancellation policy in case of any doubts. Our refund rate is less than 1% and we work with the customer in every one of these cases.
Other Vendors Return Policy
- Capel Rugs – Non returnable.
- Surya Rugs has a 15% restocking fee plus to and fro shipping.
- The following vendors have a 20% restocking fee plus to and fro shipping - Modway, Boraam,Loom & Mill, Screen Gems, momani, Transocean, Furniture of America, ZLine and Frames plus.
- All other vendors- Shipping to and fro.
Carrier Damage & Breakage
- Full refund or shipment of new item.
- Once the goods have been received, please inspect all items at time of delivery.
- Note the damage on the Carrier Receipt, if possible.
- Please keep all packaging intact exactly as you received it.
- You must notify us within 2 days of receipt of any damage claims.
If you receive a broken/damaged item, this damage was most likely caused during shipment, as we thoroughly inspect all merchandise before it leaves our warehouse. We will open a Damage Claim through our shipper. Please do not ship the broken item(s) back to us, however, please send us photos of the damaged item(s) and the packaging. Please send photos by email to email@example.com. It will need to be inspected at your location by the carrier and then you we will notify you what to do with the items. Once the damaged item(s) has been inspected and the damage claim has been approved, you will either be credited for the amount paid or the item will be replaced.
- Please inspect all merchandise immediately upon receipt.
- Notify us within 15 days of receiving your order that you would like to make a return.
- All items must be returned to our warehouse in original packaging with all tags.
- When shipping the items back to us, please be sure to insure the item(s), as it could get lost or damaged.
- Please do not send return items without a Return Authorization from us. Items will not be accepted without the Return Authorization as it could get lost. Also, the vendors will not accept a return without a Return Authorization.
- Items must be shipped back within 5 days of receiving the Return Authorization for proper credit.
Please check with us for our return shipping address, as some merchandise will be returned directly back to our supplier, All RMA need to be issued by the returns department .
Please allow 10 business days (Monday-Friday) after receipt of the goods for us (or our Supplier) to open and inspect returned merchandise and to credit your account. You will receive an email confirmation once your return has been inspected and your account credited. Your return credit may then take and additional 3-5 business days to appear on your account depending on your credit card processing company.
Revised Policy as of 12/21/14.