Customer Service Policy

Customer Service Policy - trendfitted

At trendfitted, we’re dedicated to supporting you through every step of your furniture shopping journey—from browsing sofas and sectionals to resolving post-delivery questions. This Customer Service Policy outlines how we assist you, how to reach us, and what you can expect from our team.

1. Scope of Customer Service

Our team provides support for all furniture-related needs, including:

• Product inquiries: Details about sofa dimensions, fabric options, color availability, care instructions, or compatibility with your space.

• Order assistance: Tracking furniture deliveries, updating shipping addresses (before shipment), checking order status, or resolving processing delays.

• Delivery support: Helping with delivery scheduling (for large items like sectionals), addressing carrier-related issues, or guiding you through missing/lost shipments.

• Returns & refunds: Walking you through the return process for furniture, confirming refund status, or resolving issues with defective/damaged sofas/sectionals.

• Account help: Assisting with account creation, password resets, or updating saved information (e.g., billing addresses).

• General questions: Explaining our policies (Shipping, Refund, Terms of Purchase) or sharing details about promotions for furniture.

We do not provide on-site furniture assembly or repair services, but we can share assembly guides or recommend third-party resources (where available).

2. Contact Channel

The primary way to reach our customer service team is via email—we prioritize clear, detailed responses to address your furniture-specific needs:

Email: [email protected]

When contacting us, please include:

• Your full name

• Order number (if inquiring about a specific furniture purchase)

• Product details (e.g., "gray linen sectional sofa" or SKU)

• Clear description of your question or issue (e.g., "need fabric sample for sofa" or "delivery delayed")

This helps us resolve your inquiry efficiently, especially for large or custom furniture orders.

3. Response Timeframes

We aim to reply to all email inquiries within 1-2 business days (excluding weekends and public holidays). For furniture-related matters that require extra attention (e.g., investigating a lost sectional shipment or confirming fabric availability), we may take slightly longer—but we’ll acknowledge your email within 2 business days to confirm we’re working on it.

For urgent issues (e.g., a delivery marked as delivered but not received), we prioritize your request and aim to provide an initial update within 1 business day.

4. Support Availability

Our customer service team operates during standard business hours: Monday–Friday, 9:00 AM–5:00 PM UTC. Emails sent outside these hours, on weekends, or during holidays will be processed the next business day.

5. Issue Resolution Process

For most furniture-related inquiries, we follow this steps:

1. Acknowledgment: We confirm receipt of your email within 1-2 business days.

1. Investigation: We gather necessary information (e.g., checking furniture inventory, coordinating with delivery carriers, or verifying fabric details).

1. Resolution/Update: We send a clear response, which may include:

• Answering your question (e.g., "sofa fabric is stain-resistant")

• Resolving the issue (e.g., initiating a refund for a damaged sofa)

• Sharing next steps (e.g., "carrier will re-deliver your sectional on Wednesday")

If your issue takes time to resolve (e.g., tracking a large furniture shipment), we’ll update you every 2-3 business days until it’s fixed.

6. Feedback & Complaints

We value your feedback to improve our furniture and service. If you’re unsatisfied with your experience (e.g., delayed response, issue with a sofa), email us with details. We’ll apologize for any inconvenience, review your feedback, and take action to fix the problem (e.g., expediting a replacement or updating our delivery process).

We do not offer compensation for dissatisfaction unless the issue stems from our negligence (e.g., shipping the wrong furniture model).

7. Limitations

Our customer service team cannot:

• Change orders that have already shipped (e.g., swapping a sofa color or altering delivery address).

• Waive policies (e.g., extending the 60-day return window for furniture) unless there’s a documented error on our part.

• Guarantee resolution times for issues outside our control (e.g., carrier delays for large sectionals or customs holds for international furniture shipments).

We’ll always act in good faith to assist you, but resolution may depend on factors like carrier cooperation or furniture stock availability.

8. Updates to This Policy

We may update this Customer Service Policy to reflect changes (e.g., adding a phone support option or adjusting response times). We’ll post the updated policy on our site with a "Last Updated" date, and notify you of significant changes via email if you’ve provided your contact information.

For questions about this policy, email us at [email protected].