WARRANTIES

All products offered on the MembersDirect® members-only website are brand new and backed by the applicable manufacturers' warranties. The default warranty or length of time the warranty is applicable varies from company to company: products are supported in accordance with the terms and conditions of each individual manufacturer. This information is usually provided as part of individual product descriptions. For any questions regarding warranties, please contact a Customer Service representative at service@membersdirect.com

HOW DO I PLACE AN ORDER?

We offer a variety of ways to place an order:

Order online – When you place an order through our website you will find it safe, easy, and fast. You can make changes and review what you have entered before your order is placed and a confirmation email will be sent directly to you within seconds!

Call us – If you prefer talking to a person when placing an order, MembersDirect® gives you the option of ordering by phone. Our contact details are available at 1.828.383.9928

WHAT ARE MY PAYMENT OPTIONS?

Credit Cards – We accept American Express, Discover, MasterCard and Visa.

Visa Checkout - Visa Checkout is a new payment service by Visa.You can store one or more of your Visa, MasterCard, American Express or Discover cards in a Visa Checkout account.

When ready to pay, access the payment information you want to use.

Enjoy the same credit card rewards and protections you currently get when you use your cards.

Visa does not charge a fee to pay on websites that accept Visa Checkout

Amazon Payments - Amazon Payments enables Amazon customers to use the payment methods stored in their Amazon.com account to pay for goods and services on websites and applications accepting Amazon Payments. Amazon Payments can be used by individuals and businesses.

Shop Pay with Affirm Financing – Affirm is a financing alternative to credit cards and other credit payment products. Affirm offers instant financing for purchases online. With Affirm, you can buy and receive your purchase now, and pay for it in fixed monthly installments over the course of three, six, or twelve months. Please note: Orders placed with other payment types including Affirm and credit cards will be processed immediately. Credit Card payments for larger orders may require confirmation that the shipping address is a verified address with the card holder.

ORDER CONFIRMATION

After your order is completed, you will automatically be sent an "Order Confirmation" email to the email address when you became a member. This confirmation will include both an invoice for record of payment and your MembersDirect® Order Number. This email is your receipt – if by chance you lose it, you can find a copy in your MembersDirect.com account.. Please review it upon receipt to check for any unwanted errors – catching them early is key.

If you do not receive an "Order Confirmation" email from us, please contact us to resolve the issue. Be sure to include your membership account email address and order number – if you have not received it, there may be an error in your email address within our accounts. We will provide a new confirmation on the spot.

SALES TAX

MembersDirect® charges Sales Tax according to each State's requirement within the USA.

HOW WILL MY ORDER SHIP?

We know that once you have placed an order with us, you want to receive it as quickly as possible, so we use the best delivery companies in North America. When shipping your order, we will use one of two different shipping methods: Ground Shipping or White Glove shipping services. For certain items, more than one service may be available for you to choose from. Please note that there may be price differences if you choose to upgrade a shipping service if you choose this option.

MembersDirect® is a members only ecommerce company, and as such different items you purchase may be shipped from different locations in the US. Your items may arrive on different days and with different shipping methods if you purchase items from multiple brands or if you place more than one order at once. Please note we do not ship to Alaska, Hawaii, or Puerto Rico.

If you have any questions about shipping before or after placing an order, or while your order is on its way, our Customer Service department is here to help you. Please call 1.828.383.9928 or email us at service@membersdirect.com

Ground Shipping

Smaller products will be shipped with regular ground shipping (generally USPS, FedEx, UPS, or DHL). The average transit time is between 3-10 business days (not including pre-ship time) for any destination in the contiguous United States. Delivery times will depend on the local delivery schedule of the carrier, and it may not be possible to make an appointment. Generally, ground delivery is available Monday to Saturday 9am to 8pm. A signature is not typically required: if the customer is not at home to accept delivery, the product will be left if it is safe to do so. If a signature is required, the product will not be left at the address.

Please note that deliveries cannot be made to a PO Box. If the shipping address is a business address, delivery will be attempted only during normal business hours Monday to Friday. The item will not be left without a signature on file. Note that if you purchase multiple Ground Shipping items, they may be shipped via Truck Freight instead at the discretion of the manufacturer.

Delivery to a business address

Please note that deliveries cannot be made to a PO Box. If the shipping address is a business address, delivery will be attempted only during normal business hours Monday to Friday. The item will not be left without a signature on file. Note that if you purchase multiple Ground Shipping items, they may be shipped via Truck Freight instead at the discretion of the manufacturer.

Standard Delivery (large items)

All items that cannot be shipped via Ground Shipping will be shipped with Free Standard Delivery. The delivery will be scheduled within a window of delivery time. The boxes will be delivered to the curb. Additional delivery options such as delivering into the room of choice or assembly options are additional costs for White Glove Delivery service.

Delivery to a business address

For ground shipments (USPS, FedEx, UPS, or DHL), delivery to a business address will be carried out during normal business hours Monday to Friday only. A signature will be requested on delivery. The carrier is not required to match the signature to the name on the package.

White Glove Shipping

White Glove Shipping includes various levels of inside delivery, unpacking and assembly of your order, depending on the service level selected. Please see below for full descriptions of each service level.

White Glove Shipping is comparable to truck freight shipping, but due to the extra time and person power needed to take care of your order, the shipping time may be anywhere between 5 and 17 business days (excluding pre-ship time) until the carrier contacts you for delivery.

White Glove shipping is available on most high-end office items, dining furniture, bedroom items and mattresses. We may be able to add the White Glove service to certain items for an extra charge – please contact our sales department for more information when placing an order.

Delivery appointments usually consist of a four (4) hour appointment window during normal business hours (8 am-5 pm, Monday-Friday); depending on your location, the carrier may be in your area every day, 2-4 times a week, or once every two weeks. Should you require an after-hours delivery (evenings, weekends), delivery at a specific time, have an inquiry regarding white glove shipping options or to find out how often the carrier will be in your area, please contact our customer service team and they will be happy to help. Please note that if you are not available for a delivery appointment or the carrier cannot contact you, the order will be held for you for several days. There may be a charge for this service. After this time, the order will be returned to the manufacturer for credit under our Return Policy.

White Glove Threshold Delivery

White Glove Threshold Delivery consists of delivery to the threshold of your home or first dry area if the shipment weight is exceptionally large. The product will be kept in its original packaging, and there is no assembly provided with this service. The shipping company will call you in advance to schedule a delivery appointment window, and you must be at home to receive the order. Please note that deliveries cannot be made to a PO Box.

White Glove Delivery Room of Choice

White Glove inside Delivery takes away the hassle of moving furniture! Delivery is made inside your residence to the room of your choice (includes carrying the product up two (2) flights of stairs from the threshold*). The product will be kept in its original packaging, and there is no assembly provided with this service. The shipping company will call you in advance to schedule a delivery appointment window, and you must be at home to receive the order. Please note that deliveries cannot be made to a PO Box.

*The carrier is not responsible for connecting electrical components that may be placed on or inside the item. If your order will need to be carried up more than 25 steps, or you require longer assembly or setup time please contact us. These services are often available but there will be additional charges.

White Glove Delivery to Room of choice plus Light Assembly

White Glove room of choice Plus Light Assembly lets you sit back and relax while your furniture is placed inside in your room of choice (includes carrying the product up two (2) flights of stairs from the threshold). Please note that assembly is not included in this service, however, the carrier will unpack the item and remove the packaging for you. The shipping company will call you in advance to schedule a delivery appointment. Deliveries between the hours of 8:00 am and 5:00 pm Monday through Friday will be scheduled within a 4-hour window. Please note that deliveries cannot be made to a PO box.

*The carrier is not responsible for connecting electrical components that may be placed on or inside the item. If your order will need to be carried up more than 25 steps, or you require longer assembly or setup time please contact us. These services are often available but there will be additional charges.

White Glove Delivery to Room of choice plus Light Assembly and Packaging Removal

Premium White Glove /Inside w/ Setup service is the highest level of home assembly service. Delivery inside your residence to the room of your choice (includes carrying the product up two (2) flights of stairs from the threshold*). The carrier will unpack the product and remove the packaging for you. They will also provide 30 minutes of light setup that requires basic tools (note pieces will be screwed or bolted together, set next to each other, or on top of each other). The shipping company will call you in advance to schedule a delivery appointment window, and you must be at home to receive the order. Please note that deliveries cannot be made to a PO Box.

The carrier is not responsible for connecting electrical components that may be placed on or inside the item. If your order will need to be carried up more than 25 steps, or you require longer assembly or setup time please contact us. These services are often available but there will be additional charges.

Beyond Fee

On occasion, our carriers may deem a certain area, based on zip code, to be a 'remote' or 'secondary' delivery location. This is because the carrier does not perform regular deliveries in these areas and as a result, scheduling of dedicated routes is required with Members Direct being charged beyond mile fees for these services. These fees can range anywhere from $50.00 to several hundred dollars based on customer location.

To ensure we keep the lowest possible prices on our items, when necessary, these beyond mile fees may be added after checkout if your zip code happens to be included in the carrier's list of 'remote' or 'secondary' delivery points.

For US customers, Beyond Fees will be clearly communicated to you bu a followup email/call but our Customer Service team.

Unfortunately, these fees are non-negotiable.

WHAT TO EXPECT ON DELIVERY

Please note the shipping methods of your order, so that you will know what to expect on delivery. If you order items from different manufacturers, they will ship separately and may arrive with different carriers. If you will not be accepting the order yourself, please notify the recipient of our policies and procedures. If you have any questions or concerns about shipping, please contact customer service. In delivery, please ensure you fully inspect all packages. Should there be clear damage to both the packaging/product, please note this damage on the carrier’s paperwork (packaging and product damage must be noted) and refuse delivery of the damaged cartons.

Should you notice any damage to the packaging (no matter how minor), please take a moment to open the packaging and inspect the product. In the event the product is also damaged, please take a picture with your cell phone, and note this damage on the carrier’s paperwork (packaging and product damage must be noted) and refuse delivery of the damaged cartons. Naturally, should the item be in good condition, please accept delivery as normal.

Should you notice any damage to the packaging and the carrier will not allow you to open and inspect the product, please note the packaging damage on the carrier’s paperwork and accept the item. Upon inspection, if the product is also damaged, please take a picture, and contact us within 48 business hours of receipt.

If for any reason you are not satisfied with your purchase, we will accept your return request on most brands within 30 days of receiving your item(s). If you return an item that is offered with free shipping, the original outbound shipping costs will be deducted from your refund and the return shipping is the responsibility of the customer. In addition, a restocking fee* will be applicable to items being returned.

• Assembled and/or Modified items or out of original packaging
• Mattresses
• Custom made or special-order items (Example: fabric changes)
• Opened bedding materials
• Items without original packaging
• Close out and clearance items

In the case that your item is not able to be delivered and requires to be held in storage for the following reasons but is not limited to:

All cancellation requests are forwarded directly to the manufacturer. Cancellation requests are not accepted on items that have shipped or been prepared for shipping. A refusal of the item at delivery will be considered a Return and credit will be issued back to your original payment method minus restocking fees and round-trip shipping charges. Please note that all items are shipped directly from the manufacturer’s warehouse and if we do not have tracking at the time, you request cancellation, this does not mean your order has not shipped.

In the case that your item is not able to be delivered and requires to be held in storage for the following reasons but is not limited to:

• Wrong address/Contact information provided to MembersDirect™
• Away from residence/not able to accept delivery

You will have 5 business days to respond to the carrier or contact us to reschedule delivery (some fees may apply). After this timeframe has elapsed and no delivery has been scheduled the order will be returned and refunded under our Standard Return Policy.

*Restocking fees vary from manufacturer to manufacturer. Please contact us prior to purchasing to inquire about the fee that would be associated with your returned item.

Receiving your Product

Tracking details confirming how your order will be delivered will be emailed to you once your product ships out. These tracking details allow you to see which carrier will be delivering your item and will confirm the type of delivery it will be.

UPS / FedEx Ground Shipments

For all ground shipments you will be able to track your package online in your membership portal and on the carrier’s website. This information will allow you to see an “estimated delivery date” which will give you the opportunity to be at home when the package is delivered. If you are not able to be at home the carrier does have the ability to leave the package at the front door if they deem it safe.

Truck Freight / White Glove Shipments

If you see that your order has shipped with a Truck Freight or White Glove Carrier, please be sure to inspect both the packaging and product upon delivery. If the packaging or product is damaged in any way, please be sure to take a picture and note the damage on the delivery documents.