Frequently asked questions (FAQs)
Customer Service
We would first like to say that we are very excited you want to conduct business with us.
Option 2: Email us at the email address provided – info@vandjhome.com
2. Do you sell to Businesses or just individuals?
We sell to both individuals and businesses.
If you have any questions/queries related to business purchases,
please send us an email at info@vandjhome.com, or called us at 1 (246) 267-1219
3. Does VandJhome offer a warranty?
We offer a limited warranty that applies to the original owner and original address only.
The warrant covers defects in materials and workmanship from the date of
delivery (including wood frames, springs, joints, bases, legs and hardware).
Modifications made to the structure by the customer, including installation of third party
legs, waives this warranty.
VandJhome may cover the cost of shipping replacement parts, organizing repairs, or a
complete replacement (at our discretion).
Appliance warranties are all in line with the manufacturer’s warranty.
4. Whose designs are your producing?
We produce furniture designs locally in collaboration with our
manufacturing partners. However appliances are imported if they are no local
manufacturer for the specific item requested.
5. Where can I find product dimensions?
You can contact us for specifics regarding item dimensions.
6. Do you offer financing or lay-away plans?
VandJ home is happy to offer consumer friendly terms to split
purchases into monthly installments. So if you’re looking to purchase an item
now and pay later, give us a call or email us immediately for further details.
7. How often will status updates be sent to me?
We’re proud to offer you our industry exclusive VandJ home updates
system. From the moment your order is released to our manufacturing team/s for
scheduling to the final touches of quality control, we’ll send emails and regular
call updates as your item/s comes to life!
8. I have a particular design; can this be facilitated?
Certainly! We can work with you regarding the details of the
design, and communicate this to the manufacturer to ensure your product is
produced to exactly your specific requirements.
9. How will I know that you have received my order?
Once placed online via our ‘contact us’ method, you’ll
receive an order confirmation via email with all your order details such as
an exact description of what you ordered and estimated arrival date to help you
prepare for your new furniture. We encourage you to thoroughly review your
order confirmation, paying close attention to your shipping address, phone
number, and delivery method.
10. I still have additional questions, how can I contact you?
We are here to help! To reach our customer service department
send us an email at service@vandjhome.com, or info@vandjhome.com
or call us at 1 (246) 267-1219
11. I still have questions. Can I call to place my order?
Absolutely! We have customer
satisfaction experts ready and waiting to take your call, your questions or
queries. We know purchasing furniture online is a big decision, and we’re here
to help you through the process
12. What is the lead time for an order?
Lead-times will vary depending
on the item selected, or the design requirements. We will provide your lead
time at the time of the order with subsequent frequent updates according to the
exclusive vandjhome exclusive updates.
13. Do you refurbish furniture as well?
We do refurbish furniture,
but it depends on the type and condition of the furniture. We will be happy to
have that discussion with you, so give us a call!
14. Do you have any items in-stock and available to ship immediately?
We do have selected items in
stock, as we know that sometimes you don’t have the time to wait for custom
made furniture and we’ve got you covered with our select ‘Quick Ship Items!’
15. Will the delivery team take away my old sofa?
It’s recommended that you
have your area cleared before your new furniture arrives. The delivery teams
will not remove any old furniture and should not involved in any detailed
moving of existing furniture due to liability. The delivery teams will not take
away any old piece as in most cases; they have a full truck to make other deliveries within that day.
16. Do you deliver on weekends?
Absolutely! Just inform us when is your optimal day of delivery Monday – Friday 8-4:30pm – Saturday 8-2 pm.
17. What happens if my order is ready to be shipped, but I can’t accept deliver?
We can hold the order for free up to 5 calendar days after the agreed date. After 5 days, storage fees
apply per day thereafter. Please reach out to us for a quote.
18. I can’t take delivery for a period of time. Should I still order now?
This request is more common than you think. Even if you can’t accept a delivery anytime soon,
you can still place your order and just let us know when you want us to ship it. We will make a
note on your order to hold production shipping until your specified date.
1. Do you offer financing or lay-away plans?
VandJhome Furnishings is happy to offer consumer friendly terms to split
purchases into monthly installments. So if you’re looking to purchase an item
now and pay later, give us a call or email us immediately for further details.
2. What type of cards do you accept?
We will be accepting Cash, Cheque, Visa, Mastercard and American Express. In the interim we are accepting only Cash or Cheque.
1. I’ve decided I want to cancel my order. How can I do this?
We’re sad you no longer want your order, but it’s not a problem to make a cancellation.
Just give us a call or send us an email and we’ll be sure to get that taken care of.
2. After I placed my order, I changed my mind with regards to the material
and or design I wanted. How can this be facilitated?
You have up to 2 days to change your order. Contact us with order changes at
service@vandjhome.com
1. How long will it take for my item to be delivered?
This depends on which items are in stock. For orders not in stock we usually anticipate delivery
within 2-4 weeks of placing your order. Please ensure you include your telephone number
when placing your order to ensure we contact you before the item is delivered to the address given.
2. How do I know what time of day my order will be delivered?
When your order is ready to be shipped, our shipping department will contact you in
order to validate the most convenient date and time for your product to be
delivered.
3. What happens if I am not home when the product is delivered
We appreciate our customer making every effort to be present during the agreed time of delivery,
but if you need to change the time of delivery, contact us before the products are
delivered and have to return. Please note for returned deliveries, there will be a charge of $50.00 per attempt.
4. What if something is missing from my order?
If you received your product and something is missing from your order – we’ll take
care of it quickly by sending us an email or call us immediately.
1. My furniture has arrived damaged. What do I do now?
Don’t worry; we’ll take care of it for you. If we made a mistake and you received a defective
or damaged product, please let us know within 48 hours of delivery so we can replace it for you.
Before completing the delivery acceptance, we ask that you thoroughly inspect the item/s before signing.
If is visibly damaged, have delivery personnel take the delivery away and we will send you a replacement as soon as possible.
Once the delivery is accepted and the acceptance form signed (indicating product is free of defect, damages and/or missing parts) we are longer liable for any defects/damage.