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 rates will be determined during the ordering process.
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.
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.
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. Freight damage reported after 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.
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.
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.
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.
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.
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.
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.
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, undermount slides with a soft close feature that automatically closes the drawer.
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.
CUSTOMERS OWN MATERIAL
We accept COM. All COM requirements listed are based on 54" wide goods. All COM's must contain the following information to insure timely and proper idenification:
- Showroom or design firm name
- Order number or Purchase Order number
- Side-marked with client / job name(s) and acknowledgement number
- Fabric suppliers name & fabric description
- Style number
- A cutting of the fabric
Send all fabrics to:
Robert James Collection
150 Reed Court Suite A
Chula Vista, CA 91911
If your fabric is less than 54" wide or has a repeat of more than 2", please refer to the COM Yardage Requirement Chart in the Upholstery section to calculate additional yardage.
Please add 5% to the pricing for Customers Own Leather (COL). To calcuate leather, use the conversion of 18 square feet of leather = 1 yard of 54" wide fabric, when using approximately 45 square foot usable hides.
Application of fabric, including placement of seams and choice of face side, will be determined by the factory unless specifically indicated on your order. In order to avoid errors, please indicate how the fabric is to be applied top to bottom.
COM - ADDITIONAL NOTES
Robert James Collection assumes no responsibilities for:
Please remember to inspect and approve your fabric before shipment to our factory.
- Jobber or mill shipping errors
- Mismarked COM's
- Suitability, wearability, color fastness or dye lot variations
- Shrinkage, stretching or color fading
- Flaws, snags, runs or any other material defect
- Returning excess fabric
Many fabrics require backing to stabilize the weave before use in upholstery. Some fabrics which are light in color must also be backed to prevent a transparent appearance of the fabric. Several types of backing are available including knit bond, latex and acrylic. Each of these is used to stabilize the weave of the fabric and should be used whenver the fabric tends to pull apart easily or is to receive excessive use. Knit backing should be applied on thinner, transparent or light colored fabrics.
If it is questionable wheather your COM is appropriate for the specified upholstery application, we will contact you for a call tag for your fabric backer.
All of our upholstery can be customized. All sofas can be made into sectionals of any configuration and size. We also welcome your own designs. Please contact Customer Service with your specific configuration and sizes for a quote.