We have identified the most frequently asked questions that you may have in order that you can make an informed buying decision. We have listed this information in four sections:
To provide the low prices that we offer, we do not have a customer telephone support team to take calls and answer questions over the phone. Lower overhead costs equals lower prices for you. Your questions are best answered via e-mail, so Contact us . You can also choose to leave us a voice-mail at our toll free # 1 888 600 1225, however as we do not have a customer telephone service team, your voice-mail may not be answered immediately.
Any order changes or requests for parts must be done via e-mail.
You may also want to look at our FAQ section - the answer to your Product questions may be found here.
Ordering
Can I only order on-line?
What is the cancellation policy?
Can you customize the bunk beds?
Do you sell trundles or drawers for the bunk beds?
Are the finish colors accurate?
Do you have a printed catalog?
Why are your prices so low?
Do I have to pay extra for shipping insurance?
Can I only order on-line?
You can order on-line with our secure shopping cart. We do not accept telephone orders as it is our policy not to have any access to your credit card information. All of our shopping cart transactions are securely processed by Pay Pal and they do not share your credit card information with us.
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What is the cancellation policy?
Cancellation requests are not accepted on items that have shipped or been prepared for shipping (However, please be advised that we do ship very quickly from our large warehouse inventory). A refusal of the item at delivery will be considered a return and credit will be issued back to your original payment method minus restocking fees and return shipping charges.
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Can you customize the bunk beds?
Sorry, no customization. What you see on our web site are all of the items we stock.
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Do you sell trundles or drawers for the bunk beds?
Yes, Trundles and Drawers are now available in a honey, expresso, cappuccino and a white finish.
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Are the finish colors accurate?
We aim to accurately reflect the finish colors on all of our items - But, due to differences in monitor type / settings, Video cards and printers - colors may vary from what you see on your screen.
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Do you have a printed catalog?
No, we do not have a catalog - Our aim is to provide you with the maximum product information regularly updated via our web site.
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Why are your prices so low?
We are a Family owned and operated business that import and warehouse all the beds we sell. The result is some of the best values on quality bunk beds on the internet. High Volume + Low Overhead + Low Profit Margins = Great Prices.
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Do I have to pay extra for shipping insurance?
No - shipping insurance as well as "double boxing" of your bunk beds to prevent shipping damage is included in the shipping charge.
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Payments
What are my payment options?
Can I only pay on-line?
How soon do you charge my credit card?
How do you protect my credit card information?
Do you accept checks?
Is sales tax added to my invoice?
What are my payment options?
We accept all major credit cards (Master Card, Visa, American Express and Discover). Sorry, no checks or money orders.
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Can I only pay on-line?
You can choose to pay on-line with our secure shopping cart, using either your credit card, Pay Pal or Google checkout.
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How soon do you charge my credit card?
Credit cards are charged at time of order.
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How do you protect my credit card information?
We utilize the merchant services of Pay Pal to process all of our online shopping cart transactions. They do not provide us with any credit card data, except details of the item(s) you ordered, your shipping address and email address for us to use to confirm your tracking data.
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Do you accept checks?
We do not accept personal or business checks.
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Is sales tax added to my invoice?
For all orders shipped outside of Texas - No sales Tax. Deliveries to Texas - 8%
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Shipping
How will my order ship?
How soon do you ship after I place my order?
What are your shipping charges?
When can I expect delivery?
Can you ship to APO / FPO addresses or PO Boxes?
Shipping to Hawaii, Alaska, Puerto Rico, Virgin Islands or Canada?
Will I save on shipping if I order more than one set of bunks?
How will my order ship?
Orders for bunk beds will be shipped via UPS ground delivery.
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How soon do you ship after I place my order?
UPS pick up from us Monday to Friday. Normally, your item will ship within 2 business days of us receiving payment for the order. (for example, pay Monday morning - UPS pick up Tuesday evening: pay Friday evening - UPS pick up Monday evening)
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What are your shipping charges?
Shipping for all of the items we sell is FREE NATIONWIDE (48 states) so, no surprises at the checkout - We do not ship to Alaska, Hawaii, Canada, Puerto Rico, Virgin Islands, APO and FPO addresses or PO Boxes.
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When can I expect delivery?
With UPS shipments, you can normally expect the delivery to arrive 2 to 7 business days from day of shipment - dependent on the distance you live from Arlington, Texas. UPS will email you the tracking numbers the day after the order is picked up from our warehouse (please check your spam folders - many of these UPS emails will end up in your spam folder. You can
track the shipment directly on our website.
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Can you ship to APO / FPO addresses?
Sorry, we cannot ship to APO / FPO addresses as our cartons are too large. UPS need a physically street address, so we cannot ship to a PO BOX
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Shipping to Hawaii, Alaska, Puerto Rico, Virgin Islands or Canada?
We do not ship to Alaska, Hawaii, Puerto Rico, Virgin Islands or Canada. It is very expensive for the bulky items we sell + there are too many complications, delays in shipping, and lost items.
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Will I save on shipping if I order more than one set of bunks?
As we offer FREE SHIPPING discount opportunities are limited, combined with the fact that due to the large size of the cartons (maximum dimensions and weight for UPS) we cannot combine shipments. However, please feel free to contact us if you intend to order more than 10 bunk beds, to enable us to see if we can save freight costs on a bulk shipment, giving us an opportunity to offer you a discount.
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Returns
What is the returns policy?
What happens if the item is delivered damaged?
If I do not like the product, can I return it?
If a part of the item is damaged, can I return the complete order?
Can I refuse the delivery if decide I no longer want the item?
What is the returns policy?
Returns are permitted for items that have not been assembled and are in their original double boxed packaging. Credit will be for the cost of goods less a 20% restocking fee. This restocking fee is to pay for the cost of shipping and handling your order. Customer is responsible for return shipping charges. Please be aware that the beds we sell are heavy and packed in large boxes. The result is that UPS and Fedex shipping costs are very expensive if you decide to return your purchase to us.
Item(s) must be returned within 5 days. Returns are not accepted for mattress protectors. Unless specifically stated, there are no Manufacturers warranties.
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What happens if the item is delivered damaged?
In the rare situation that you experience damage in the shipping process, do not refuse the delivery as all items are insured . Please notify us within 3 days of the receipt of delivery if you experience any damage - we will file a claim with the carrier and replace any damaged parts as quickly as possible. To expedite the claims process, please email us a photo of the damaged part, along with it's part number from the instruction sheet. It is also very important that you keep the damaged part and all of the packaging as we will need this for the claims process.
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If I do not like the product, can I return it?
Returns are permitted for items that have not been assembled and are in their original double boxed packaging. Credit will be for the cost of goods less a 20% restocking fee. This restocking fee is to pay for the cost of shipping and handling your order. Customer is responsible for return shipping charges
Item(s) must be returned within 5 days. You must obtain a returns authorization from us before we can accept a return. Returns are not accepted for mattress protectors
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If a part of the item is damaged, can I return the complete order?
In the rare case that your item(s) unfortunately arrive damaged or defective, replacements are usually offered at no charge. Simply note any damage upon delivery and contact us immediately. Should you choose not to pursue replacements the damaged or defective products can be returned for credit as outlined in our Return Policy.
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Can I refuse the delivery if decide I no longer want the item?
Yes, you can refuse the delivery if you decide after we have shipped the order that you do not want the item. However, you will be responsible for the return UPS shipping costs and also the re-stocking fee as outlined in our Return Policy.
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