Office hours are 10-3 on Wednesdays. Please leave a message at all other times and the messages will be checked regularly.
We reserve the right not to ship an order for any reason, in this case your order will be refunded in full.
All items are made in house and often lead times will vary.
All listed items ship for free within the contiguous 48 United States. Shipping charges will be determined before a final price is given. If you prefer to pick up or use your own carrier or shipping account please inquire for a price adjustment. All shipping costs that are given are estimates and may vary slightly at time of shipping due to fluctuating prices from Fedex along with additional fuel surcharges. We will e-mail you if the shipping amount changes. All of our packages are shipped USPS Priority, Fedex ground or Freight unless otherwise specified. Please allow the time specified in each product listing for processing, production and packaging. All freight orders will also require a phone number for scheduling delivery. All freight orders must be accepted at time of delivery, if any items are damaged or missing , please mark this on the invoice before signing or ReDefind will not be responsible for any damage. If for any reason any freight orders are refused the customer will be billed any charges incurred for return or redelivery of the order under any circumstances.
Basic ground curbside level delivery (no stair carries)
Over-sized Item Delivery (Freight delivery) Policy-
Over-sized items are normally delivered within 8 weeks from the order date. These items are shipped via freight carrier directly to your shipping address. We are unable to ship over-sized items to rural routes, remote areas not in close proximity to areas commonly serviced by freight carriers, APO/FPO addresses, P.O. Boxes. All over-sized items are shipped at our freight shipping rates, unless otherwise specified.
Important Delivery Information-
The freight carrier will contact you 24-48 hours prior to delivery to arrange a delivery time. Normal delivery hours are Mon-Fri 8-5 in most areas but may vary depending on the agents schedule in your area. We will request a phone number if your order is shipping freight, you must provide this number before your item ships. Available delivery times will vary depending on the freight carrier’s schedule.
Before signing the shipping receipt at the time of delivery, carefully open and inspect items for any damage or defects. Should you notice any damage or defects, note them on the shipping receipt on both copies of the the waybill yours and the drivers. Be sure to get a copy of the shipping receipt (bill of lading) before the delivery person leaves. Should this occur, please contact Sullivan’s Redefind at 215-442-1504 immediately. Please do not feel pressure to sign the shipping receipt without taking the time to unpack and inspect your merchandise. Once you sign the shipping receipt, you have accepted delivery for the item as is. After accepting delivery for your item, please keep all packaging materials for 30 days.
Most over-sized items will be delivered only to the nearest ground-level entrance of your home or business. Exceptions include apartments and unusual driveways.
Free Shipping Promo Refunds or returns
When items are ordered under the Free shipping promotion applicable shipping fees will be deducted from any Refunds or Returns that fall under our Terms and conditions. Shipping fees are calculated by actual rates from USPS, Fedex for the individual packages shipped or by the actual billed rate from the freight service. Shipping charges to and from the customers location will be deducted from the items price before any fees are refunded.
For international shipments a specific rate will be acquired and then we will discount your shipping the average amount it costs us to ship within the US. This is a way we can pass on shipping savings to our international customers.
We accept payment from major credit cards. In store payment can also be made in cash or personal check.
Damage claims process and terms for FEDEX
If an item is damaged in transit all damage claims must be made in writing by e-mail with-in 5 days of receipt of shipment. If the damage is not noted with-in 5 days of receipt of the package by Fedex only then ReDefind is not responsible for any repair, replacement or reimbursement of any kind. If the customers initiates the claim with Fedex and the item is returned to ReDefind this does not constitute a refund of any kind partial or full. The customer must specify not to have the item picked up for inspection from Fedex at the time the claim is made. All claims are subject to Fedex approval to be re-shipped or refunded, this process usually takes 1-2 weeks. If the customer notices damage to the item and e-mails us the information needed we do require photographs of any and all damage for us to file any claim for damages from Fedex.
Damage claims process and terms for all Freight shipment orders. In the event that an item is received with damage from any freight shipment all of the damages must be noted at the time of delivery on both copies of the Waybill receipt is signed for shipment. Inspect all packages at the time of receipt and do not in any case write CONCEALED DAMAGE on any paperwork even if instructed to by the freight delivery agent and do not refuse any item or the entire shipment as the customer will be charged the full freight amount of shipping the item or items to and from the origin to the destination plus any applicable re-stocking and storage fees incurred by the freight company or ReDefind. Once the damages are noted on the waybill or receipt you must fax over the forms including photos of the damages noted and the claim will be filed with the freight company. If the items can be repaired the freight company will reimburse for repairs, if the item is unrepairable then the item will be re-shipped or the repair will be reimbursed once the claim has been paid by the freight company, this process can take up to 8 weeks. If the freight service misses an appointment we do not refund and part of the shipping costs for reimbursement of time taken off from work or help being paid to move the items or assemble them on the delivery side. The items can not move to another location until the claim is finalized or the claim will not be paid if they ask for inspection of the items, please make sure the items are available for inspection or the freight claims will not be paid. We only go thru the freight claims for repair or replacement of damage during transit as this is paid for an covered by the shipping costs.
Returns , Missing parts & Back orders–
If you have any problems with your order or you need us to track a package please e-mail us immediately to email@example.com. If you are missing any pieces to your order please contact us within 5 days to report the missing pieces and we will process the request for parts, this process can take up to 14 days depending on availability. If you wish to make a return for any reason please contact us within 7 days of receiving the order. Customer pays return freight plus a 25% restocking fee for all returned merchandise. If items arrive with damage we reserve the right to replace the damaged part or send out a new item to satisfy the order, if customer does not want the item it is treated as a return and all conditions will apply if customer refuses replacement. Transactions already processed that are cancelled after 24 hours incur a 3% transaction fee charged by our credit card companies. We do not reimburse any shipping charges to or from the customer for returns. Products will be delivered when they come back in stock unless customer cancels their order prior to shipment. All returns for any reason damaged or otherwise need to be in original manufacturer packaging and unassembled. Once the item has shipped out any cancellation will be treated as a return and will incur all shipping charges and re-stocking fees. All international and custom orders are non-refundable once the order is placed. If any of the above non-returnable items are refused or returned no refund will be given. Please be patient as your item is produced and we sometimes experience supplier delays (you will be informed if your order has experienced a supplier delay)
ReDefind or it’s affiliates or employees offer no warranties expressed or implied by e-mail or phone for any of the products sold.
Order Cancellation Policies
Any order cancellation needs to be done by phone with a customer service representative with Sullivan’s Redefind only. All orders that are cancelled are charged a 3% cancellation fee to pay for credit card processing charges.
Availability & Pricing
Prices, style, & availability subject to change without notice . Substitutions of like styles may occur without prior notice. We reserve the right to cancel an order due to pricing or listing errors. Discounts may be given, or prices raised due to style changes. Discounts are given for large orders, so please feel free to e-mail us for wholesale pricing.
All clearance items are sold as is no return, refund or exchanges, some items may have prior damage or wear either from transit or warehouse storage. No repair or replacement will be made on clearance items. As they are not sold as a new product and only as clearance items.
Website descriptions and Measurements
All our merchandise is described from the photo shown of the product from our written details, some items may vary slightly in wood tone, fabric, or measurements. We are not responsible for slight measurement or descriptive errors, if you have any questions please feel free to ask us before you purchase to verify any measurements, colors or wood tones. Any returns for the above reasons need to follow our returns policies.
Additional Fees may apply for the following:
Taxes, Duties and/or Tariffs-
These may apply to any international order and it is the responsibility of the buyer to be familiar with their country’s import laws. Any and all taxes, duties, and/or tariffs imposed on a package from Sullivan’s Redefind will be the full responsibility of the buyer. If any item purchased is prohibited in your country, ReDefind cannot be held liable, and assumes no responsibility.
Re-delivery fees ranging from $25 – $125* will be charged if you miss your delivery appointment. The decision to reattempt delivery is made solely at the freight carrier’s discretion. Your item may be returned to ReDefind if the freight carrier is unable to contact you for delivery or if you miss your delivery appointment. In these situations, the cost of return shipping will be deducted from your refund. If our freight services misses an appointment they will attempt to re-schedule and do not refund any shipping costs for a missed delivery appointment.
Once the freight carrier has contacted you to arrange a delivery time, you must respond to their call within 1 business day. If the freight carrier has not heard from you and needs to store your item, you will be charged storage fees up to $50 per day. These daily storage fees may also apply if you cannot accept the delivery within 3 business days of the carrier contacting you.
If you refuse or return a non-defective or undamaged item, you will be responsible for all actual return shipping costs. Return shipping fees range anywhere from $100 to $1500, depending on the size and weight of the item. Some items may also incur a restocking fee ranging from 25% of the item’s price. Return shipping fees should be paid directly to the freight carrier in advance. If not paid in advance, your return shipping fees may be deducted from your refund after the item is received at our warehouse.
Time Definite Fee-
Our freight carrier’s will do their best to arrange a convenient delivery time with you. If you need to request a specific delivery time outside their normal business hours, a “Time Definite” fee ranging from $75 to $200 may apply. Available delivery times are made solely at the freight carrier’s discretion, and certain days and times may not be available in all areas.
Stair Carry/Extra Labor Fee-
If you would like your item carried inside your residence or up any flights of stairs, extra fees may apply.* Residences or businesses that have steep uphill or downhill slopes leading to the entryway may also be charged additional fees. These fees usually range from $25 to $50 and are negotiated with and paid directly to the driver making the delivery. These extra delivery options are not available in all areas.
By purchasing an over-sized item, you authorize ReDefind and/or the freight carrier to assess additional fees to your credit card as necessary according to the fee schedule here in.