Friendly Retreat

PLACING AN ORDER

Get the Color You Want

If you’re aiming to coordinate with an existing piece of furniture, consider requesting stain samples beforehand.  Computer screens rarely accurately represent the final color, so seeing the stain in person under your lighting conditions is key.

Deposits to Secure Your Order

A deposit of 30% is required before we process an order. On items with custom features, a deposit of 50% is required. We will indicate when an order is custom. All specifications such as stain color and hardware need to be indicated before an order can be sent to the Amish shop. 

Making Changes

We understand you might need to adjust your order. We’ll do our best to accommodate changes requested within 5 days of your order placement. However, changes after 5 days may not be possible or may incur an additional fee.

We strive to provide accurate information on all prices, delivery rates, and product details. However, occasionally we do make errors. We reserve the right to correct any such mistakes at any time. We may correct an error even after an order is placed. In those cases, we’ll offer you the option to cancel your order and receive a full refund.

To ensure your order reaches the craftsman correctly, we double-check orders before sending them. If we identify discrepancies, we’ll send you a revised order for your approval before confirming with the craftsman. If the revised order doesn’t meet your needs, you can request a full cancellation and deposit refund.

Canceling Orders

You can cancel your order for a full deposit refund within 3 days of placing it. If you need to cancel after 3 days, we’ll do our best to accommodate your request. However, cancellations after 3 days may not be refundable. We will review cancellations made after 3 days on a case-by-case basis and may apply our return policy. 

We place orders in good faith, but there may be rare instances where we need to cancel your order. In that case, we’ll notify you promptly and provide you a full refund. For example, we might cancel your order due to unforeseen furniture unavailability from the builder.

Sales Tax

Millwest currently doesn’t collect sales tax outside of Ohio. However, you might still owe “use tax” if you reside in another state.  “Use tax” applies to out-of-state purchases that aren’t charged sales tax at checkout. 

Final Payments

• Long-Distance Deliveries: Final payment is due after your furniture has been built but before we schedule delivery. We will charge the final payment from the same credit card that you used on the deposit unless you let us know differently.
• Local Deliveries: If within our local delivery range, full payment is due at time of delivery except in the case of the pre-arranged financing. Our delivery team is able to receive final payment in cash, check, or credit card.
• Pickups: Full payment is due at the time of your pickup.

DELIVERY DETAILS

Delivery Options

We deliver furniture directly to your home anywhere in the continental US. Choose the service that best fits your needs.

In-Home Delivery – $399: Skip the heavy lifting and enjoy expert delivery services! Our professional team will bring your furniture directly into your home, saving you time and effort.  Our delivery team of one or two people will unload and carefully unpack your order. They’ll carry everything to its designated spot in your home, saving you time and effort. Our in-home delivery service includes unpacking, in-room placement, and light assembly. However, we are unable to assemble cribs, move (or remove) existing furniture, or anchor pieces to walls. It is important that our delivery team is able to access your rooms through the doors (not windows). Our delivery team will not remove windows or doors to place furniture into the room. We request that somebody be present during a delivery. If nobody is present, we may leave your premises and charge for an extra delivery upon return.

Curbside Delivery – $249: This budget-friendly option gets your furniture right to your doorstep. Please note: Curbside delivery requires a location suitable for unloading bulky items, like a spacious garage or driveway. You’ll be responsible to move the furniture inside. We request that somebody be present during a delivery. If nobody is present, we may leave your premises and charge for an extra delivery upon return.

Free Delivery: We ship some Berlin Garden’s outdoor furniture to your home for free via UPS. Berlin Garden’s outdoor poly-lumber comes in boxes and will likely require assembly.

Local Delivery for In-Store Purchases: We offer exceptional in-home delivery rates for purchase made from our Plain City store. 

• Within Plain City – $69
• Within 25 miles – $99
• Within 50 miles – $119
• Beyond 50 miles – $2.69 per mile (one-way charge in Ohio)

In-Store Pickup: If you have ordered in person from our Plain City store, stop in during our pickup hours (shown in the bottom banner) to pickup your furniture from our warehouse. If you need help loading your furniture, please call ahead to see if we have a person available who can help you. Our furniture is not boxed or wrapped, so please bring blankets and tie downs. If you do not have blankets, we offer blankets to rent for a $10 refundable deposit.

Preparing for Furniture Delivery

• Insure furniture fit. It’s important to carefully measure your space before ordering to ensure the furniture will fit comfortably. We recommend double-checking all dimensions. It is your responsibility to ensure that all furniture items will fit through any access points such as doorways, stairways, hallways, elevators and around corners into the desired location. Unfortunately, we cannot offer refunds for items that don’t fit.
• Insure truck access. If your driveway or access path has obstacles that prevent the delivery truck from reaching your location safely, the delivery may not be possible. Please consider any potential access limitations before placing your order. Please consider any weight restrictions that your driveway may have. If you are unsure, please contact us.
• Double-check your shipping address. It is your responsibility to ensure that all ship-to address information is correct. This is particularly important if you have multiple residences.

Understanding Delivery Timeframes

While we strive to deliver your handcrafted furniture as quickly as possible, unforeseen delays sometimes occur. Here’s a look at some reasons for these delays:

• Furniture crafting: Our craftsmen provide estimated completion times, but unforeseen circumstances can sometimes extend the crafting process. To keep you informed, we will do our best to communicate any updates to your estimated delivery date.
• West of the Mississippi: Due to the vast distances and lower population densities in the Western United States, deliveries are less frequent.  Deliveries there typically take several weeks longer to reach their destinations compared to locations east of the Mississippi River.
• Severe Weather: Natural disasters, snow, rain, and ice on the roads may also delay your delivery.

Furniture Storage

We understand that unexpected situations may require you to adjust your delivery date. We are happy to hold your completed furniture in storage until you are ready to receive it. A storage fee of 2% of your total order value will apply per month beyond the longest estimated lead time originally indicated on your order.

Settling Your Balance

• Online Orders: After your furniture has been built, we will contact you to settle the remaining balance. Upon payment confirmation, one of our trusted delivery partners will reach out to schedule a convenient delivery time via call, text, or email.
• Local Deliveries: Once your furniture is built and arrives at our warehouse in Plain City, we’ll contact you to schedule a convenient delivery time. After delivery and your final inspection, our delivery team can process your final payment via cash, check, or credit card.
• In-Store Pickup: Pay for your furniture in the store before heading to the warehouse to pick up our pieces.

WARRANTIES

HARDWOOD FURNITURE WARRANTY

One-Year Limited Warranty from Millwest

What is Covered:

We will cover hardwood and outdoor furniture against defects in materials and workmanship for a period of one year from the date of delivery.

What is Not Covered:

• Normal wear and tear, including fading, scratches, dents, and minor imperfections.
• Damage caused by misuse, abuse, neglect, improper cleaning, accidents, or natural disasters (e.g., fire, flood, earthquake).
• Damage caused by improper assembly or modification of the furniture.
• Furniture purchased “as-is.”
• Commercial use of the furniture.

Our Responsibility:

If a defect covered by this warranty is discovered within one year of purchase, Millwest will, at its sole discretion, either repair or replace the defective furniture component(s). We will cover the cost of labor and materials for repairs performed by our qualified technicians. In the case of replacement, we reserve the right to replace the defective furniture with a similar model of equal or greater value.

How to Make a Warranty Claim:

To make a warranty claim, please contact Millwest customer service (614-873-1932) within one year of the purchase date. You will need to provide a description and photos of the defect. 

Disclaimer:

This warranty is the sole and exclusive remedy for defects in materials and workmanship of Millwest’s hardwood furniture. Millwest disclaims all other warranties, express or implied, including any warranties of merchantability or fitness for a particular purpose. Our liability under this warranty is limited to the repair or replacement of defective furniture components(s). Millwest shall not be liable for any incidental or consequential damages arising from defects in materials or workmanship.

Please Note:

This warranty is void if the furniture has been modified or repaired by anyone other than an authorized Millwest technician.

BERLIN GARDENS OUTDOOR FURNITURE WARRANTY

See the warranty section of the Berlin Garden FAQ page for manufacturer warranty information.

Trying out new furniture is exciting, but sometimes it might not be the perfect fit for you or your space. We offer a return policy to ensure your satisfaction; however, since our furniture is crafted specifically to your order, there are some limitations. Here’s a detailed explanation of our return policy:

Discrepancies 

Report any discrepancies between your order and the delivered furniture to the delivery person immediately. We will expedite the replacement of any damaged or incorrect items free of charge provided the error was on our part.

Damaged Furniture

• If your furniture arrives damaged, report it immediately to the delivery person. We’ll do our best to find someone in your area to fix it.
• If local repair isn’t possible, we’ll arrange for the piece to be returned and repaired at our expense.

Non-Returnable Items

• Mattresses.
• Customized furniture.
• Floor models & clearance items (Items sold as-is).
• Furniture damaged after it was in your care.

Standard Returns Reported within 7 Days of Delivery

Since our furniture is crafted specifically to your order, changes of heart after receiving the furniture are not eligible for a full return. We can, however, offer a partial refund of your original purchase price minus a 30% restocking fee and return shipping costs. We cannot be held responsible if the furniture does not go into the designated room or is a misfit for its intended use. Neither do we accept responsibility for satisfaction in regard to style, color, size, and other features. Please be careful when placing your order. In summary: 

• 7 day return policy: Report your decision to return items within 7 days of receiving them.
• A 30% restocking fee applies.
• You are responsible for return shipping costs.
• Furniture must be unused.
• Original shipping costs are non-refundable.

Planning Tips to Avoid Return Fees

• Please carefully measure your space before ordering to ensure a proper fit.
• Consider any potential obstacles that might prevent delivery truck access.

Return Processing

• Once we receive and inspect your returned item, we’ll issue a refund for the purchase price, minus the restocking fee. Applicable taxes will be refunded according to state and local laws.
• Allow up to 4 weeks for return processing.
• Expect return shipping costs to be higher than standard delivery fees; we will send you a shipping quote before finalizing the return.

Return Shipping Costs

We understand that return shipping costs can be a concern. Typically, return shipping costs for furniture are higher than our standard delivery fees because we discount the delivery price on new purchases.

To get an accurate quote for your return shipment

contact us. Once you initiate your return, we will ask our carriers to give us a shipping quote specific to your situation. We will provide you with the estimated return shipping cost before you finalize your return.

Exchanges

While we don’t offer direct exchanges, you can return an item (for a 30% restocking fee + shipping) and reorder a different piece.