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Customer Service

Jack and Jill Furniture Customer Service

At Jack and Jill Furniture it is our sincere desire that your shopping experience be pleasurable and secure. We think you’ll be thrilled with your purchase as we strive to offer only quality children’s furniture, bedding, and accessories. Please do not hesitate to contact us as we will be happy to answer any questions regarding our products and service.



 Ordering/Payment Options

Placing an Order
You may place an order through our website or by phone. Orders can be placed online through our secure and safe shopping cart system 7 days a week, 24 hours a day. We will gladly offer our assistance in helping you place your order by phone. You may contact us at (818) 919-0672. Our customer service hours are from 8:00 am-6:00 p.m. pacific standard time.

International Orders

Currently we are unable to ship orders outside the United States with exception to Canada. Orders shipping to Canada are limited to smaller items and decor that are available to ship via UPS/FedEx. For orders shipping to Canada, please contact us at
info@jackandjillfurniture.comso that we may quote you the appropriate shipping charges.

Payment Options
We accept major credit cards- Visa, MasterCard, American Express and Checks/Money Orders. You can feel confident placing your order through our on-line secure shopping cart. On-line orders placed through the shopping cart are limited to Visa, MasterCard and American Express transactions. If you would like to pay by Check or Money Order or feel more comfortable placing an order by phone, please contact us at
info@jackandjillfurniture.comor by phone at (818) 919-0672 and we will be happy to assist you. Some of the manufacturers we work with require a deposit before crafting an item; in this case a 50% deposit is required to process your order. Otherwise your credit card will not be charged until your items are nearing the end of production and are ready to ship. Sorry, at this time we do not accept C.O.D. orders.


Sales Tax
No sales tax will be charged if the delivery address is located out of the state of California. All deliveries in California will be charged an 8.75% sales tax on merchandise.

 Customer Service

Price Guarantee
At Jack and Jill Furniture we realize you have many choices for your online shopping and appreciate your business. We want to assure you that you are receiving the lowest price on the Web. If you should find the exact item we sell for less elsewhere (at the time of purchase), we will honor that price. Items must be new and offered from a published online store (non-auction site). Please email us at
info@jackandjillfurniture.com with the URL address and published price of the before ordering.

Design Assistance
We will be happy to offer our design recommendations and assistance. Fabric swatches and paint finishes are available for check out from most manufacturers we carry. We also work with craftsmen that can design furniture according to your specifications and colors. Please contact us via email at
info@jackandjillfurniture.comor by phone (818) 919-0672.


Wood & Fabric Swatches
we understand that shopping online and viewing fabrics and paint finishes may be difficult as computer monitors display colors differently. Fabric swatches and paint finishes are available for check out from those manufacturers that provide them to us. We allow customers to check out our swatches on an honor system. After reviewing the swatches we ask that you please return them to us within 1-2 weeks and we will provide you with a self address envelope that has prepaid postage. Contact us for your swatch check out at
info@jackandjillfurniture.com. Please note that fabric dye lots vary as well as wood finish samples and there may be a slight difference between the fabric swatch/ wood chip and finished piece.

C.O.M (Customer’s Own Material)
C.O.M orders are available from a few manufactures that we carry. You may customize one of our children’s chairs or adult gliders offered in our Upholstered Furniture Collection. There may be an additional charge for this customization. The yardage needed will be reflected on the item’s catalog page. After your order has been placed we will instruct you on where to send your fabric. When sending fabric please include:  Full name, note in with the fabric stating “ordered with Jack and Jill Furniture” and specify exact placement of fabrics if more than one is used.

Custom & Green Furniture
In addition to our wonderful regular line of children’s furniture we also specialize in custom built furniture and green furniture made to your specifications. By working closely with our skilled furniture maker we have the flexibility to offer unique pieces built just the way you like. Much of the furniture we carry is already built “green” and environmentally friendly.  We do offer a custom line of furniture that can be constructed green and painted with low or no VOC paint. To view existing pieces by our custom craftsmen, please view items in our Jack and Jill Furniture
Collection. Please feel free to contact us at info@jackandjillfurniture.comor by phone at (818) 919-0672 with your suggestions and we will be happy to assist you.


To The Trade/Interior Decorators
If you are a decorator and interested in our furniture and decor we will be happy to assist you with your design project. Discounts will depend on the manufacturer and the quantity of pieces ordered. Usually we can offer a 10-20% discount off the retail listed price, we ask that professional and business credentials be provided to us before the order is placed for verification.  Please contact us at
info@jackandjillfurniture.comor by phone at (818) 919-0672 with the products you are interested in and we will respond with a written proposal. Jack and Jill Furniture does not offer products at wholesale as we are a retail store.

Order Status
If you would like to check on the status of an order, please contact us at
info@jackandjillfurniture.com and be sure to include your name and order number. Please keep in mind that since many of the items we carry are hand crafted and made-to-order, production can range from 2-12 weeks. In stock items usually run 1-2 weeks to process and larger custom furniture may take 6-12 weeks depending on the production time of each individual manufacturers lead time.

 Shipping

Standard Shipping
Smaller decor, accessories, bedding will ship via UPS, FedEx, and in some cases USPS (see Freight Shipping below for shipping oversized items). The exact shipping charge will be reflected as you place and before you confirm your order through our shopping cart check out. Most orders will ship direct form the manufacturer or artist to your residence or business. Depending on the shipper they usually will select either UPS or FedEx; therefore we are unable to ship to P.O boxes. If you are placing your order by phone you will be quoted the appropriate shipping charge. Please feel free to contact us if you would like to receive a freight quote for larger items or have further shipping questions.
* Please note that at this time orders shipped to Canada, Hawaii, Puerto Rico, Alaska & AF/FPO addresses must be called in and cannot be processed through our online store, as additional shipping fees may apply. Oversized furniture that ships by Freight Carrier is not available to Canada, Hawaii, Puerto Rico, Alaska and AFO/FPO address, however you may arrange delivery with a freight forwarding company in which case we can ship directly to them.

Standard UPS/FedEx Shipping & Handling charges are based on weight, dimensions and number of packages.

Standard Shipping

 

         

Order Total

 

Shipping Cost

 

         

up to 34.99

 

$6.95

 

         

$35.00-$49.99

$8.95

 

         

$50.00-$74.99

$10.95

 

         

$75.00-$99.99

$12.95

 

         

$100.00-$149.99

$14.95

 

         

$150.00-$199.99

$17.95

 

         

$200.00-$224.99

$22.00

 

         

$225.00-250.00

$33.00

 

         

$251.01-up

9%

 

         

 

 

 

 

         

 

 

 

 

         

 

 

 

         

 

 

 

                                   

Delivery Time
Since most of our merchandise is individually constructed and painted at the time your order is placed and considered made to order, please allow 2-12 weeks for completion and 5-15 days for shipping. Jack & Jill Furniture will make every effort to expedite your order. Because we work with many artisans and manufacturers however, shipping schedules may vary and can exceed 12 weeks. You will be notified by email or phone when your order has shipped.

Freight Shipping for Oversized Furniture
If the furniture or merchandise you ordered exceeds the weight and size standards for shipping with UPS or FedEx, shipping will be arranged with Freight Carrier/Trucking Company. Please review the following information to ensure a smooth delivery.

Oversized Freight Shipping Rates

 

 

 

Shipping rates vary per order and are based on where the items are shipped from to

 a recipients residence or business address. We will provide you with a quote at

the time your order is placed so you may approve the charges before we process

your order.

 

 

 

 

 

           



Freight Service
It is standard practice for freight companies to provide curbside or front door delivery only. You may want to arrange for help on the day your shipment has been scheduled. Delivery does not include merchandise brought into your home, up stairs, unpacked or assembled. If you are in need of inside delivery, you may arrange for White Glove Service. This service usually includes merchandise brought into your home and placed in the spot you like and unpacked. There is an additional charge for White Glove Service, most freight companies offer this service and each company’s pricing varies. Please let us know in advance if White Glove Service is best for you so we may quote and arrange it in advance.

Freight Delivery Time
Jack & Jill Furniture will notify you when your order is ready to ship, once your furniture is picked up from the manufacturer, shipping generally runs 7-20 business days en route. We will instruct the carrier to call you ahead of time to set up a delivery time for residential deliveries. Often they may wait until they are in your general region before contacting you for an appointment. If you have not heard from the freight company within 10 days after they have picked up your pieces from the manufacturer, please notify us. We will contact the company for your tracking number and provide you with their number for a delivery appointment. If the freight company has made several attempts to contact you and you are unable to respond or receive the shipment, you may be responsible for freight storage fees.

Freight Receipt & Damages
You must be present to receive inspect and sign for your delivery. You may want to arrange for help the day your delivery is scheduled. Upon receipt of your furniture it is very important that you inspect the outside of the package and boxes very carefully. Please make note of any minor or major damage on the bill of lading before signing and WHILE THE DRIVER IS PRESENT. If damage is present on the outside of the box or package, ask the driver to wait while you inspect your furniture. Again note any damage of the bill of lading BEFORE SIGNING. Please notify the freight carrier and Jack & Jill Furniture of the damage immediately. Damage resulting from shipping is the responsibility of the freight carrier and the receiver must file a claim. It is imperative that proper instructions be followed to result in a favorable claim. Please save all packing material and boxes for several weeks in case of a return or if they need to be examined at a later time.
*Jack & Jill cannot refund shipping or freight charges.


Freight Payment
In most cases your freight and delivery charges will be prepaid before it ships. Your credit card will not be charged until your items are nearing the end of production and ready to ship. When an item is shipped freight collect, the carrier will collect shipping and handling charges from you at the time of delivery. We will not apply these costs to your order. The carrier will call you to schedule a delivery time and provide you with the actual shipping costs.
 

Returns

Non Custom Merchandise
At Jack and Jill Furniture we want you to be completely satisfied with your purchase. You may return an item for refund, replacement or store credit within 15 days after receipt. We ask that all returns have prior authorization. You may reach us by phone at (818) 919-0672 or email at:
info@jackandjillfurniture.com. Returned merchandise must be in new condition, unused and in the original packaging. Please make your selection very carefully as most of our furniture and bedding is created for you at the time your order is placed.
Upon receipt of your return, credit will be issued in the form in which you paid or if you prefer, a store credit. Jack and Jill Furniture does not refund shipping fee's and costs.

Custom Furniture & Merchandise

Hand painted, wood furniture, made-to-order furniture, upholstered furniture, personalized and custom designed furniture and furnishing are non-refundable except due to a manufacturer error or flaw. We will instruct you on where to send your return. Upon receipt of your return, credit will be issued in the form in which you paid or if you prefer, a store credit. 

Defective & Damaged Items

If you have received a product that is defective or damaged in shipping please contact us immediately via phone or email. For items damaged in shipping please retain the original packing materials in case of an inspection for claim purposes.

Cancellations
If you should need to cancel an order please contact us immediately to insure your order has not gone in production. We would ask that cancellations be made within 5 days of your order date. Refused deliveries will be charged for the shipping fees incurred.

Product Warranty

Jack and Jill Furniture upholds the warranties offered by our manufacturers. Please contact us for warranty information on which product you are interested inquiring about. In the case of a replacement we will assist you or direct you to the manufacturer of the product.

 

Copyright Jack and Jill Furniture: children's custom furniture, nursery gliders, childrens painted furniture. All Rights Reserved.