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 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 100% of our orders on time.
Please note that once an order is completed, we will hold it for 2 weeks beyond the date on the "Notice Of Completion" that we email you upon completion. Beyond the 2 weeks 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.
We really don't want to charge storage fees, but we do incur more labor and risk of damage to your order, moving products to accommodate longer storage periods.
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.
If you would prefer to use your own carrier, orders may be "Will Called" from our Chula Vista Location.
Robert James Collection will be responsible for filing a freight claim if damage occurs in transit, providing the following criteria have been met:
- Freight was Pre-Paid and shipped via our preferred carrier
- Any/all packing material was removed and the item (s) were inspected for damage in front of the driver, prior to signing the Bill Of Lading. If there is any visible signs of damage, sign the Bill Of Lading "Damaged".
- If the driver is unable to wait for inspection, do not sign the Bill of Lading. Any items that appear to be damaged beyond repair, refuse delivery of the items.
- Freight damage must be reported to Robert James Collection within 5 days of receipt of delivery, and a copy of the Bill Of Lading received within 10 days.
- Photos may be required for our freight claim
If freight damage occurs on orders shipped other than Pre-paid with our preferred carrier, or with a Bill Of Lading signed 'Received in good condition", the customer is responsible for filing a freight claim with the carrier, and all cost for repairs.
We will email you an acknowledgement of your order, usually within 48 hours of the receipt of your deposit and order information. Please review it carefully as it 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 that is we make each piece with its own unique finish for each individual customer. We cannot change or cancel orders that we have already started production on. Usually production begins about 1 week after we have received your order. If you do 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 one at a time, custom for each order. We are not able to accept returns of merchandise.
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 help resolve any products issues. Our ultimate goal is to satisfy our customers!
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 # cannot be received.
Robert James Collection pieces are hand finished and top coated 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, as an excessive amount of water will damage the surface. We do not recommend wax based spray polishes.
Our platform beds are constructed with a solid platform to support the mattress. For ease of moving the platforms through narrow spaces, the platforms completely break down. For easy assembly, the 2 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 2 lower side rails and 2 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 theses 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 portion. We recommend that a professional install these to insure correct attachment to the wall.
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.
All of our drawers feature full extension, under mount slides with a soft close feature that automatically closes the drawer when close to the closing point.
Our wood tops are either veneer over engineered core like MDF, or solid wood. Solid wood tops are indicated as so 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. Tops on occasional, cocktail tables and consoles are always shipped attached.
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.