FAQ

Work with multiple specialist delivery partners, we ensure your order reaches you safely and on time.

*Please enter your zip code on any product page to find out if we deliver to your city. We cannot deliver to PO boxes or Parcel Lockers. Additional shipping charges may apply for Alaska, Hawaii, and U.S. Territories. Shipping fees are charged per shipment, not per order, and are fixed at flat rates depending on shipment value as well as delivery location. Speed and time of delivery depends on the type of product, product availability, and proximity to metropolitan areas.

*Please note that it is your responsibility to check that your items will fit through doors, staircases, and elevators in their packaging before you place your order. Product dimensions are included in the product description on our website. Failed delivery due to inability to access your home will result in additional delivery charges. If we are unable to get your furniture into your home, you will be responsible for redelivery fees if you choose the products to be redelivered on a later date, or the return shipping and warehouse restocking fees if the order is cancelled. Upon arrival, our delivery partners will deliver your products based on the selected service options…

We provide a Standard Service by default, but you have option for other services, additional cost may apply (please contact us for more information). With Standard Service: We will deliver your item(s) to either the ground floor, lobby, or first dry area of your home (such as garage, front porch, lobby, etc.) or apartment building. Deliveries to any address that require using a lift or staircase will be left at the entrance of the lift or foot of the stairs. This service does not include unpacking, assembly, or rubbish removal. We reserve the right to refuse delivery to specific locations for items we deem at high risk of loss or damage, and areas that are inaccessible for our home delivery services.

To initiate delivery, we will send an email notifying that your order is ready to ship. You will then either receive a fixed delivery date with tracking information or be contacted by our delivery partner to arrange a delivery day and time window.

In addition, please protect your flooring and surroundings from potential damages prior to the delivery. Our delivery partners will not be responsible for any flooring or surrounding damages. Delivery personnel are not permitted to move existing furniture present in your home.

Aside from any shipping costs, your order may be subject to sales taxes. We are required to charge these based on specific state and local tax rates.

To get a better understanding, feel free to contact us.

All our items are available to ship within the United States and Vietnam.

For International Order, please contact us for more information.

For security purposes, our delivery partners may verify your photo ID prior to the unloading of the products. Failure to comply with verification requests will be considered as refusing delivery, the item(s) will be returned to the warehouse, and a service fee will be charged. If you choose to reschedule, a secondary delivery fee will be applied.

Upon delivery, you or a third party appointed by you shall inspect the item(s) carefully before our delivery partner leaves the premise. Any damage detected should be immediately reported to the delivery partner and noted on the delivery document. Please contact us and provide photos showing the damage or fault. We will reply within 2 business days.

Fair Garden reserves the right in its absolute discretion to determine whether a product or a component of a product has failed due to a defect or wear and tear. Such replacement or repair is offered by Fair Garden at its sole discretion. In the event that an exchange for the defective piece cannot be arranged, we reserve the right to offer a substitute or full refund. All repair or replacement of item(s) will depend on inventory availability. We shall not be liable for any consequences (whether direct or indirect) of the delay in the delivery of the goods and no such delay shall entitle the customer to treat this agreement as being repudiated by Fair Garden or to any comparison.

We advise confirming that the shipment was intended for you, and the entire order has been delivered undamaged (if yes). A POD is not simply a receipt of delivery, but an acknowledgment that the goods arrived intact. All too often, PODs are signed without inspecting your delivery. However, please note anything not indicated on this form before signature will result in Fair Garden being unable to authorize any damage claims after driver has left.

Here is the suggest checklist for you to follow before sign the POD:

–          Check all cartons for outside visible damage. If there is serious damage to a carton point it out to the delivery driver.

–          Check and confirm you have received the correct items as per the POD and the delivery order.

–          Take photos of the damage and its cartons with the shipping label clearly.

–          Please indicate any property damage caused by delivery on the POD. We will need to photograph to document the damage.

After you’ve gone through your entire shipment and documented any issues, you may obtain the driver’s signature or initials next to your notes about the damaged items on the POD.

*Please do not dispose cartons until the issue is resolved.

Warranty periods vary by product, commencing from the date of delivery. Please carefully read the user manual and warranty terms included in the product description on our website.

If, during the warranty period, a product is deemed defective due to a manufacturing defect, Fair Garden will replace part(s), at our sole discretion. This Warranty covers the replacement of any product or part of any product that has a manufacturing or material defect that is not the result of normal wear and tear, or a natural characteristic of the material used.

1/ Claim Procedure

Any claims will have to be emailed to us attached with photos of defects, and order number.

We’ll provide replacement/return/refund instructions for the damaged or defective item. Be sure to complete this process within 30 days of the delivery date.

2/ Limitations and Exceptions:

Proper care and usage are essential to preserving your rights under this warranty. This warranty does not apply if your Fair Garden furniture is damaged by using detergents, abrasives, or other harsh cleaning agents.

This warranty does not cover damage resulting from negligence, abuse, normal wear and tear, or accidents: including (but not limited to) burns, cuts, scratches, tears, scuffs, watermarks, indentations, or damage from pets.

This warranty does not apply if product is used outdoors, unless specifically stated otherwise.

Any product modification by consumer or other parties not authorized by Fair Garden will void this Warranty.

This Warranty does not cover items marked as ‘AS-IS’ or any form of Display items at the time of purchase.

This Warranty does not cover items not purchased directly from https://www.fairgarden.us

Our decision on all issues relating to complaints regarding defects, either of workmanship or materials, shall be final and conclusive. Any decision to repair or have part(s) replaced shall be at Fair Garden’s sole discretion.

Any item repaired or replaced under this limited Warranty will be covered by the limited Warranty for the remainder of the original warranty period only.

This Warranty covers in respect of manufacturing defects detected within the warranty period, the cost of material components, replacement parts, labor, and transportation charges.

In respect of manufacturing defects detected after the warranty period, the cost of material components and replacement parts, with all labor charges and transportation costs (if any) are to be covered by the Purchaser.

3/ WARRANTY PERIOD:

Please carefully read the user manual and warranty instruction included in each product description on our website.

Products are warranted to be free from defects in material and workmanship, under normal household use, for a period of 1 year. This warranty will not apply to damage arising from neglect, accidental or intentional damage, institutional or commercial use, exposure to extremes in temperature or humidity, or misuse of the product.

*Exclusions: mattress fabric (including stains, burns, pilling, or loose covers); normal body indentations; issues relating to comfort choice, i.e., the mattress is too firm or too soft. Comfort is subjective to the individual and are not considered a manufacturing fault.

Is your new chair missing a leg or new swing missing hardware? Let’s get your assembly back on track.

Tell us what part you need. We’ll send you replacement parts or hardware for free as soon as possible.

Be sure to complete this process within 30 days of the delivery date. We’re sorry for the inconvenience.

We know how frustrating this situation can be. Return shipping for damaged or defective items is free — just contact us and pick your preferred resolution:

–          Replacement parts (e.g. table leg)

–          A replacement item

–          A refund

We’ll provide return instructions for the damaged or defective item and advise the suitable resolution depending on stock status. Be sure to complete this process within 30 days of the delivery date.

A few items can’t be returned, including:

–          Clearance items

–          Gift cards

–          Personalized items

–          Items marked “non-Returnable”

–          Items you have already assembled

–          Open Box Items

–          Live Plants

Any outbound shipping charges collected on the order will not be refunded.

However, if your item is damaged or defective, these exceptions do not apply. In this case, please contact us, we’ll take care of it and work with you to find the best solution.

Please make sure keep the carton and re-pack product carefully before choosing return solution.