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FAQ

FAQ
Last update: 05/19/19

Product Information:

Q: How do I know if an item is in stock?
A: All items on our website are in stock and available for purchase except the ones that are tagged as “Sold Out”

Q: Can I place an order even if it is out of stock? I don’t mind waiting.
A: We do not take back orders but you can email us to find the next restock date!

Q: Are fabric samples/swatches available?
A: We do not have fabric samples/swatches available. We have a physical store located at 21480 Victory Blvd, Woodland Hills CA 91367. Please click here https://laurelandpinehome.com/collections/see-in-store to see what it is displayed in the store.

Q: Where can I find product dimensions?
A: All dimensions will be listed on our site. If you have additional questions please email our customer service team at customerservice@laurelandpinehome.com.

Q: I found a better price online, do you price match?
A: All purchased items on our website can be priced matched within a month of the purchase date, **except for holidays and special promotions discounts**
**New Year’s Day, Martin Luther King, President’s Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day, Christmas Day, Mother’s Day, Father’s Day, Cyber Monday, among other promotions not listed here that we might offer.

Q: Do you provide custom furniture?
A: At this time, we do not. But many of our products come in different colors, finishes, fabrics, materials, and configurations. If there is something you are interested in that you cannot find online please email us at customerservice@laurelandpinehome.com.

Q: How do I touch up my furniture?
A: Most home improvement stores offer touch-up solutions. Simply match your furniture finish to the touch-up color, and follow all provided instructions.

Q: Does your product require assembly?
A: Many of our products require some assembly. The product listing will specify if assembly is required. Assembly instructions come inside the packages. If for any reason you do not receive the assembly instructions with your package, please email our customer service team at customerservice@laurelandpinehome.com.

Payment Information:

Q: Can I use multiple payment methods for one order?
A: You can use a Laurel & Pine gift card with another payment method. If you are not using a Laurel & Pine gift card, the order must be paid using one method of payment. If you have multiple cards we suggest using PayPal or placing your order within the store.

Q: How will I know when my order is processed? Will I receive a tracking number?
A: You will receive an order confirmation email with the tracking number once the order has been processed.

Q: Can I finance my purchase?
A: Yes, we have partnered with Affirm. Please visit https://www.affirm.com/ for more information on this process. A minimum purchase of $250 will be required to apply for financing.
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Q: How can I purchase with financing?
A: If the product is eligible select “Prequalified Now” and you will be guided through the contract.

Q: Do you charge tax?
A: Yes. Tax is calculated based upon the shipping address.

Q: What form of payments do you accept in store?
A: We accept Cash, MasterCard, Visa, American Express, Discover, and Laurel & Pine Gift Cards.

Q: What form of payments do you accept online?
A: We accept PayPal, MasterCard, Visa, American Express, Discover, Laurel & Pine Gift Cards, and Financing through Affirm.

Q: Do you offer gift cards?
A: We offer gift cards online and in store.

Q: How do I redeem my gift card online?
A: Make your selections and proceed to checkout. On the payment page select gift card, enter your gift card number located underneath the QR Code and your gift card will be applied to the payment.
Note that gift cards may be used in combination with another type of payment to complete the transaction.

Q: Do you offer gift receipts on purchases?
A: We offer gift receipts in store only.

Q: Do you hold orders?
A: We do not hold orders. We suggest waiting until you are certain you can accept the shipment.

Q: Is it possible to send items to multiple addresses?
A: If you are ordering multiple products and wish to send them to different addresses, please place separate orders.

Q: I’m a Tax Exempt Organization or reseller, how do I make a purchase without paying sales tax?
A: We are unable to process tax exempt orders through online sales at this time. We have a physical store located at 21480 Victory Blvd, Woodland Hills CA. Please come in and place your order in the store.

Delivery Information:

Q: Do you have a delivery service?
A:  Yes we do! We recently launched our private delivery service, NH Services. Most Southern California orders will be delivered by our service. For all other orders, they will ship via FedEx or an LTL carrier.

Q: How much does shipping cost?
A: All items on our site and in the store ship for free, without any minimum purchase.

Q: How long will it take my order to arrive?
A: Orders are generally processed within 1 business day, shipped the next day, and delivered 1 – 5 days later. Depending on where the order is located, it might take a little longer.

Q: How do I pay for expedited shipping?
A:  Unfortunately at this time, we do not offer expedited shipping for any customers.

Q: Do you offer international shipping or shipping to Alaska, Hawaii, and Puerto Rico?
A: At this time, we ship only to the continental United States.

Q: My order was delivered when I was not home and it is not here. What do I do?
A: Please contact our customer service team by email at customerservice@laurelandpinehome.com right away.

Q: Can I track my delivery order?
A: Yes. Once a label has been created you will be emailed the carrier information and tracking number. Please be advised a tracking number does not mean the item has left the warehouse.

Q: How do I change the address for my delivery?
A: Please contact our customer service team right away to update the shipping address. We can only change the address if the items are not shipped yet.

Q: I only received one box, I should have 3 boxes, are they lost?
A: Sometimes boxes are loaded onto different trucks. Please wait a few days. If you still do not receive the remaining packages, please contact our customer service team by email at customerservice@laurelandpinehome.com and we can assist in locating your full order and provide extra tracking if needed.

Q: How will I know when my order is processed? Will I receive tracking?
A: You will receive an order confirmation email with the tracking number once the order has been processed.

Q: Do you offer shipping to APO or P.O. Boxes?
A: We do not offer shipping to APO or P.O. Boxes.

Q: Can I specify a delivery date?
A: You can schedule a delivery date for our large and heavy items which require specialty shippers. For items being shipped by FedEx or NH Services you will not be able to specify a delivery date.

Q: Do I need to be home for my delivery?
A: You need to be home for your delivery only if you purchase large or heavy items. These packages are shipped by local trucking companies, and are delivered curbside (meaning that you will be responsible for carrying the product from the curb into your house or apartment). For these large items the shipping carrier will call you in advance of the delivery to schedule an appointment. Most companies offer appointment windows (usually 2-4 hours) between 8:00 am and 5:00 pm Monday through Friday.
Please keep in mind that you may need a couple of people to help bring these items into your home.

Q: Is my item going to be assembled?
A: We offer free shipping, but we do not offer white glove service at this time.

Missing/Damaged/Wrong Parts:

Q: What if a part/item is missing in the order?
A: First, please check to make sure you have received all of the packages for the item. Some articles are packaged in multiple boxes. If you are missing a package please email our customer service team at customerservice@laurelandpinehome.com. For certain small parts such as legs and hardware, they may be hidden inside of larger furniture part. For example, hardware and legs can be found in a zipper underneath the sofa.

Q: The assembly instructions are missing from the package. Where can I find them?
A: Please email our customer service team right away at customerservice@laurelandpinehome.com and we will email them to you.

Q: What if I receive the wrong product?
A: Please email our customer service team right away at customerservice@laurelandpinehome.com and we will assist you with the exchange.

Q: What if a part/item is damaged in the order?
A: Please email our customer service team right away at customerservice@laurelandpinehome.com and we will assist you with the replacement.

Warranties:

Q: What is your warranty period?
A: At Laurel & Pine, different products have different warranty periods. Mattresses have a 10 year limited warranty, while linens, rugs, pillows and throws have a warranty which is only 30 days from date of purchase. All other products we sell have a warranty period for both returns and replacement parts which is 1 year from the date of purchase.
For more information on the mattress warranty, please visit www.okioki.com/warranty

Q: I purchased this item and it is now outside the warranty period. Can I purchase replacement parts?
A:  We have replacements parts available for purchase for some of our items. Please email our customer service at customerservice@laurelandpinehome.com for further information.

Return/ Cancel Information:

Q: What is your return policy?
A: If you are not 100% satisfied with your item, return it for a refund. Linens, rugs, pillows, and throws can be returned within 30 days from the date of purchase, everything else can be returned within one year of purchase.


Q: What is your refund policy?
A: All returned items will be refunded in the original form of tender except for in store cash transactions which will be refunded as a check by mail. Gift cards are final sale.

Q: Do I have to pay to return an order?
A: All returns and replacements are free of charge.

Q: Do I have to pay for shipping to return an order?
A: Shipping returns and replacements are free of charge.

Q: How do I cancel my order before it ships?
A: Please email our customer service team at customerservice@laurelandpinehome.com right away and they will assist you with your request.

Q: I wanted to cancel my order and it shipped out already. How do I proceed with cancelling?
A: Please email our customer service team right away customerservice@laurelandpinehome.com. We will work with you to ensure you get your refund and the item is returned.

Q: Can I return an item if I purchased it with gift card?
A: Yes you can so long as you are returning the item within 1 year from the date of purchase. The refund can be processed as a gift card.

Prop 65:

Q: What is PROP 65?
A: Proposition 65 requires businesses to provide warnings to Californians about significant exposures to chemicals that cause cancer, birth defects or other reproductive harm. These chemicals can be in the products that Californians purchase, in their homes or workplaces, or that are released into the environment. By requiring that this information be provided, Proposition 65 enabled Californians to make informed decisions about their exposures to these chemicals.
Proposition 65 also prohibits California businesses from knowingly discharging significant amounts of listed chemicals into sources of drinking water.
Proposition 65 requires California to publish a list of chemicals known to cause cancer, birth defects or other reproductive harm. This list, which must be updated at least once a year, has grown to include approximately 900 chemicals since it was first published in 1987.
Q: What types of chemicals are on the Proposition 65 list?
A: The list contains a wide range of naturally occurring and synthetic chemicals that include additives or ingredients in pesticides, common household products, food, drugs, dyes, or solvents. Listed chemicals may also be used in manufacturing and construction, or they may be byproducts of chemical processes,
such as motor vehicle exhaust.

Q: What does a warning mean?
A: If a warning is placed on a product label or posted or distributed at a workplace, a business, or in rental housing, the business issuing the warning is aware or believes that it is exposing individuals to one or more listed chemicals.
By law, a warning must be given for listed chemicals unless the exposure is low enough to pose no significant risk of cancer or is significantly below levels observed to cause birth defects or other reproductive harm.

Q: Where can I get more information on Proposition 65?
A: If you have specific questions on the administration or implementation of Proposition 65, you can contact OEHHA's Proposition 65 program at P65.Questions@oehha.ca.gov, or by phone at (916) 445-6900.