Damage Claims Damage claims process and terms for UPS ground only. 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 UPS ground only then AMB Furniture and Design is not responsible for any repair , replacement or re-imbursement of any kind. If the customers initiates the claim with UPS and the item is returned to AMB Furniture and Design 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 UPS at the time the claim is made. All claims are subject to UPS 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 UPS or any Freight shipment. 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 AMB Furniture and Design. 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 re-imburse for repairs, if the item is un-repairable then the item will be re-shipped or the repair will be re-imbursed once the claim has been paid by the freight company, this process can take up to 8 weeks. Returns ,and Backorders If you have any problems with your order or you need us to track a package please e-mail us immediately. If you wish to make a return for any reason please contact us within 5 days of receiving the order. Customer pays return freight plus a 10% - 20% restocking fee for all returned merchandise. We do not re-imburse 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. 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 sofa orders are final sale and are not returnable, all custom sofas are non-refundable once the order is placed. If a sofa or custom sofa order is refused or returned no refund will be given. Please be patient if your item is out of stock, we do buy from several importers and items are in and out of stock all the time, we are a low price furniture retailer and do not stock these items in a huge warehouse so that we can bring you our online discounts and great low prices. If the item is on back order or is discontinued we update our website and the system does not e-mail every update so please check in the system periodically for updates on the order.