ORDERING INFORMATION

Orders require a 50% deposit prior to starting with the balance due before shipping. All major credit cards and checks by mail or fax are accepted.

MAIL ORDERS WITH DEPOSITS TO:
Robert James Collection
150 Reed Court
Chula Vista CA 91911

To expedite orders, we accept photocopied checks for deposits and final payments via email or fax prior to receipt of your hard copy check. Please provide a clean, complete copy of the check.

EMAIL ORDERS WITH DEPOSITS TO:
sales@robertjamescollection.com

FAX ORDERS WITH DEPOSIT TO:
619.621.2461

PAYMENT BY CREDIT CARD:
Download credit card authorization form

LEAD TIMES

We make every effort to keep our lead times as short as possible. Due to fluctuations in sales, we can only accurately quote a lead time at the time of the order. We have an operating system in place that allows us to closely monitor our production and capacity. The Estimated Completion Day (ECD) as noted on your sales order acknowledgement is the scheduled date for the completion of your order. If for some unforeseen reason, we are not able to meet that delivery time, we will call you in advance of that date and communicate a new ECD. We make every effort possible to complete our orders on time.

Please note that once an order is completed, we will hold it for two weeks beyond the date on the "Notice Of Completion." Beyond the two week time frame, storage fees may apply. Storage fees are based on 3% of the order or $50.00 per piece per week, whichever is higher.
 

SHIPPING INFORMATION

We have secured very reasonable blanket wrap freight rates with our preferred carrier, and we pass these rates directly on to you. There are a few conditions:

  • Rates are based on the designer net order invoice amount.
  • Rates are for blanket wrapped dock to dock delivery. FOB San Diego. For curbside and white glove delivery, please call Customer Service.
  • Deliveries that require additional labor related service are charged separately and may not be subject to customer notification. Rates do not include island delivery or ferry service.
  • For international locations not listed, please call us for a quote.

RATES

If you would prefer to use your own carrier, orders may be "Will Called" from our Chula Vista Location.

FREIGHT DAMAGE

RECEIVING & INSPECTION INSTRUCTIONS
Please review and send the following instructions to your receiver. This receiving and inspection process must be followed to insure our ability to file a freight claim on your behalf with the carrier in the event of any freight damage.

Upon receipt of delivery, inspect the product packaging carefully to insure there is no visible damage to the packaging. If there is minor damage such as scuffs rips or tears to the packaging, take a photo and note on the BOL “Received with visible damage to the packaging”.

If there is more significant damage to the packaging that would indicate probable damage to the piece, like holes through the packaging, or broken collapsed crates etc, take photos of the package and refuse delivery.

YOUR RECEIVER HAS 48 HOURS TO REPORT ANY DAMAGE TO ROBERT JAMES COLLECTION IN ORDER FOR ROBERT JAMES COLLECTION TO FILE A FREIGHT CLAIM ON YOUR BEHALF.

To report damage, your receiver must take photos of the damage (the more the better) and together with notes on the damage and a copy of the BOL, email within 48 hours of receipt to
Venessa@robertjamescollection.com


We will acknowledge receipt of the email and proceed with filing a freight claim on your behalf.

We make every effort to insure your order is protected from possible damage. This includes wrapping all of the piece with a combination of foam padding, cardboard, plastic and plywood. We do this even though the items are shipped with a blanket wrap carrier that does not require any pre-packing. We have arranged with our Approved Carriers to have 48 hours from receipt to un-pack and inspect the goods for damage. Freight damage reported after 48 hours from receipt, or was subsequently delivered and then damage reported, will not be eligible to file a freight claim on your behalf.

RECEIVING INSTRUCTIONS FOR WILL CALL SHIPMENTS
As you have chosen to Will Call this order with your own carrier, we strongly suggest you contact your receiver to follow the receiving instructions below. In the event of damage, failure to sign the Bill Of Lading correctly may result in your inability to file a freight claim. Robert James Collection cannot file freight claims on your behalf on Will Call shipments.

Receivers
Upon delivery, we recommend the receiver unwrap the items and fully inspect the pieces for any freight damage. If the driver is unwilling to wait for this, the receiver should inspect the packaging for any damage that may indicate damage to the product. This may include minor tears, scuffs etc. If minor damage to the packaging is seen, the receiver should take photos and sign the Bill of Lading:

“Visible damage to the packaging, driver would not wait to unpack”

If there is more significant damage to the packaging that would indicate probable damage to the piece such as punctures or rips, collapsed crates, etc, the receiver should take photos and refuse the delivery. Any damage noted and signed for on the Bill of Lading should be reported to your carrier immediately.
 

ORDER ACKNOWLEDGEMENTS

An acknowledgement of your order will be emailed to you withing approximately 48 hours of the receipt of your deposit and order information. Please review it carefully as this is the document we will use to produce your order. The order acknowledgement supersedes any prior correspondence.

ORDER CHANGES & CANCELLATIONS

Robert James Collection manufactures "to order." We make each piece with its own unique finish for each individual customer. We cannot change or cancel orders once production has began. Production begins approximately one week after we have received your order. If you need to change or cancel an order, please call customer service and check the status ASAP. Our friendly staff will make every effort to accommodate your request.

RETURNS & REFUNDS

RJC manufactures each piece "to order." We are not able to accept returns of merchandise.

WARRANTY

Robert James Collection offers a one-year limited warranty. The warranty covers defects and/or failures in material and workmanship for a period of one year from the date of shipment. Damage incurred in freight, mishandling, neglect, improper cleaning or care, UV damage, exposure to extreme weather conditions such as very dry or very humid conditions, is not covered. Robert James Collection reserves the right to repair or replace items that are covered by the warranty.

Beyond the warranty period, our friendly staff will assist in every way possible to resolve any product(s) issues.

MANUFACTURES DEFECTS

If a defect is discovered, please notify Robert James Collection customer service staff immediately. We will put into place an action plan to remedy the problem to your satisfaction. Possible action plans are:

  • Repair locally
  • Return the item for repair
  • Replace the item

Please note that all returns must be pre-authorized via a RMA number. Returns without a RMA number cannot be received.

PRODUCT CARE

Robert James Collection pieces are hand-finished with a topcoat to protect the finish. As with all furniture, spills and moisture should be cleaned up quickly. Clean with a soft damp cloth. If further cleaning is needed, use a non-abrasive soap or a non-solvent based cleaner like "Simple Green" available at most supermarkets and hardware stores. Do not use water soaked rags to clean. Excessive exposure to water will damage the surface. We do not recommend wax-based spray polishes.

BED ASSEMBLY

Our platform beds are constructed with a solid platform to support the mattress. For ease of moving through narrow spaces, the platforms completely break down. For easy assembly, the two side rails and foot rail attach via special hardware that does not require any tools. The platform is then screwed down to the rails with screws provided, and the holes are pre-drilled.

Our four-poster beds are shipped as a complete headboard and a complete footboard, with two lower side rails and two upper top rails to attach to the headboard and footboard. Metal slats are provided that sit between the lower side rails to support a mattress and box spring. If desired, you can remove these slats and use a standard bed frame that will sit inside. This allows for the use of standard bedding that will go inside and expose the finished side rails.

Our headboards come with a metal wall mounting system that allows a secure attachment to a wall. As wall materials differ, we do not supply the anchors for the mounting plates to the wall. We recommend that a professional install these to insure correct attachment to the wall.

MIRRORS

Our mirrors come with hangers so the mirror can be hung vertically or horizontally. Wall anchors are not provided. Mirror frames should be installed professionally.

DRAWERS

All of our drawers feature full extension, undermount slides with a soft close feature that automatically closes the drawer.

WOOD TOPS

Our wood tops are either veneer over engineered core like MDF or solid wood. Solid wood tops are indicated on the product information pages. Tops on dining tables may or may not be attached for shipping, depending on the piece. Please call customer service for details.
All wood tops are finished with a satin lacquer to protect the finish against minor spills and daily use. However, like all wood products, care should be taken in the treatment and use. Please see our product care section for more information.