Customer Pickup Policy

To ensure the safety of our customers, associates, and the general public, the following Customer Pickup Policy applies to all merchandise picked up from any Raymour & Flanigan location.

 

Vehicle Requirements

Customers are responsible for arriving with a vehicle that is capable of safely transporting the purchased merchandise. Raymour & Flanigan reserves the right to refuse pickup if the vehicle is deemed unsafe, undersized, overloaded, or otherwise unsuitable for transport, but Raymour & Flanigan’s failure to refuse pickup is not a representation to the customer that the vehicle is suitable for transport.

Examples of unsafe transport conditions may include:

  • Insufficient cargo space
  • Lack of proper tie-down points
  • Unsecured open trailers
  • Attempting to transport oversized furniture on vehicle roofs
  • Vehicles exceeding safe load capacity

 

Customer Loading Responsibility

Customers are responsible for loading merchandise into or onto their vehicle. However, in certain circumstances, it is within the discretion of a R&F associate to provide assistance with loading of merchandise if requested by the customer, but in no event shall a R&F associate provide assistance with tying down or otherwise securing the merchandise.  The customer waiver below applies to situations where assistance is provided as well as those situations where no assistance was provided.

By accepting merchandise at pickup, the customer assumes full responsibility for:

  • Loading merchandise into their vehicle
  • Proper placement of merchandise
  • Securing merchandise with appropriate straps, ropes, or tie-downs
  • Compliance with all local, state, and federal transportation laws
  • Any damage to the merchandise during transport
  • Any damage to vehicles, property, or persons regardless of the cause

Customers are strongly encouraged to bring the following items. None of these items will be provided by Raymour and Flanigan upon arrival to pick up merchandise.

  • Ratchet straps or rope
  • Moving blankets/padding
  • Tarps for weather protection
  • Additional assistance for large or heavy items

 

Liability Waiver

Permitting a customer to pickup a product in lieu of having an R&F drive team deliver the product is an accommodation to the customer, as is any assistance provided by any R&F associate in the process of loading merchandise into a customer’s vehicle.  Customer acknowledges that it has requested such accommodation, and in consideration of that accommodation, Raymour & Flanigan assumes no liability or responsibility for and customer waives (even in cases where Raymour & Flanigan provides assistance to the customer):

  • Damage to customer vehicles during or after loading
  • Personal injuries sustained during loading or transport
  • Damage occurring after merchandise leaves the premises
  • Damage caused by shifting or unsecured merchandise
  • Traffic violations, accidents, or road hazards resulting from improperly loaded or secured items

Customers accept full responsibility for securing any merchandise properly and for the transportation of merchandise once pickup is completed.  Customer must acknowledge this policy and sign a waiver prior to being eligible for pick-up. 

 

Pickup Authorization

Only the purchaser or an authorized individual listed on the order may pick up merchandise. Valid photo identification is required at pickup.

For the safety and protection of both Raymour & Flanigan and our customers, all customer pickups are monitored and recorded by CCTV surveillance. Vehicle information, including license plate numbers, may be documented at the time of pickup to verify and maintain records of the vehicle into which merchandise was loaded.

 

Damage Claims & Service Addendum

Customers must notify the original Raymour & Flanigan showroom location of any claimed merchandise damage within 24 hours of pickup. Customer waives any right that it has to claim any damage to the product if it fails to report damage within this timeframe.

To initiate a claim, customers will be required to provide:

  • Photos clearly showing the reported damage
  • Photos of the entire item when requested
  • A copy of the original sales receipt or pickup documentation

All claims will be reviewed by Raymour & Flanigan to determine eligibility for repair, service, or exchange.

If Raymour & Flanigan determines that the merchandise is serviceable, repair/service will be the first and primary resolution for the piece.

If the item cannot be serviced and an exchange is approved by Raymour & Flanigan in its sole discretion, the customer’s eligibility for an exchange is conditioned on the customer transporting and returning the original merchandise to the same location from which it was originally picked up. Raymour & Flanigan will not provide pickup or transportation services for customer pickup merchandise exchanges.  Customer will be responsible for picking up any replacement merchandise in connection with an approved exchange unless the customer pays for Raymour & Flanigan’s White Glove Delivery service.