Returns and Shipping Policies
Santa Fe Company wants you to be happy with your purchase, and we will work with you as best possible to assure your satisfaction; therefore the following policies shall apply:
Should you wish assistance by phone, we can be reached at 1-888-241-1990. Our store hours are 10:00 — 6:00 Central time, Monday through Saturday. (Mid-October through Christmas, we are open Sundays from 12:00 – 5:00.) You can also e-mail us at [email protected] any time; we will reply as quickly as possible.
Orders placed by phone or via web site must be paid in full prior to shipping. For your convenience, we accept Visa, MasterCard, Discover, and American Express. Personal checks or money orders are accepted, however we reserve the right to hold your order until payment has cleared our bank. There is a $35 fee for all returned checks. No COD requests will be accepted.
In-stock items are normally shipped within 10 business days. Back-ordered or custom item will be shipped as quickly as possible. Payment for items must be received prior to shipping. Shipping fees are not included in the price of any item.
Order size will determine the shipping method. Smaller orders are shipped via UPS Ground (UPS Overnight, UPS Second Day, Fed-Ex, DHL, or United States Post Office available by request). Shipping rates for UPS Ground are automatically calculated when processing order; other methods will be calculated on an individual basis.
Larger orders are shipped via freight line; please note that common carriers offer only curb-side delivery and are not able to take items into your home. Blanket-wrap, lift gate service, or other special services may be available for your area at an additional cost; please contact us to request.
Santa Fe Company uses great care to package orders as safely as possible. Each shipment becomes the responsibility of the delivery service when it leaves us. However, in the unlikely event that an order should arrive damaged, certain procedures must be followed in order to file a claim with the shipper.
Furniture deliveries must be thoroughly inspected at arrival. Any damages must be noted on the bill of lading and then reported to Santa Fe Company immediately. Visible damages (dents, tears, crushed, etc.) should be brought to the attention of the driver and noted on the bill of lading. We will help to resolve the issue as quickly as possible.
For UPS deliveries with visible damage, the shipment may be refused or inspected in the presence of the driver. For concealed damage, please save all packaging materials and contact us immediately; claims must be reported within three business days of receipt. We will work with UPS to resolve the issue as quickly as possible.
If you are not fully satisfied with your purchase, items may be returned for refund or exchange within 7 days of receipt. If applicable, the item must be in any original packaging, tags must be attached, all parts included, etc.
Each return must have a Return Authorization number written on the box. Please call or e-mail to request an RA number, which is valid for 7 days. Shipping charges are the responsibility of the customer and may not be refunded. Some furniture items may be subject to a restocking fee.
Credits will be applied as soon as item is received in re-sellable condition by Santa Fe Company; any exchanges will be re-shipped as quickly as possible. We reserve the right to decline any return where the product is not is re-sellable condition.
Custom orders require a 50% deposit when the order is placed; the balance is due before shipment. Order details will be handled by phone, e-mail, and / or fax. Deposit is non-refundable once the item is in production, and custom items are non-returnable.
Santa Fe Company sells and delivers all merchandise in good working order. We stand behind our products, provided that they have been maintained and subjected to no more than normal usage in a non-commercial household setting; regular wear and tear must be taken into consideration. A 1-year warranty is offered against any manufacturing defects. Any shipping charges incurred to repair or exchange merchandise are not covered under this warranty.
Leather, cowhide, rawhide, buffalo hide, and other animal products as well as wood are all natural and are valued for their natural beauty. Variances and discrepancies are not unusual, merely enhancing the character of each piece, and cannot be considered defects. Due to the handmade nature of many of our products, slight variations in color, texture, design, or dimensions may occur.
Santa Fe Company fully respects your rights to privacy. In order to provide service to you, we must require certain information such as name, billing address, shipping address, phone number, e-mail address, and credit card number. By providing this information, you agree to allow us to utilize this information to complete all transactions that you request. Be assured that your personal information will only be used for processing your order or at your request; it will not be shared with any third party.