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Shipping Policy

GENERAL

Aetna Stores retails small items like rugs and large products like furniture.

We ship small items nationwide (excluding Hawaii and Alaska) via USPS, FedEx or UPS.

However, large items are usually shipped via our contracting delivery company and delivered locally within a specific radius (excluding certain areas, including, but not limited to the ones that, for example, cannot be accessed via roads like Catalina Island) from our warehouse located at 708 N Manhattan Pl, Los Angeles, CA 90038.

If the delivery address exceeds 80 miles from our warehouse location (708 N Manhattan Pl, Los Angeles, CA 90038) OR if customer chooses to self-pick up the order to deliver it himself to a location farther than 80 miles from our warehouse location (708 N Manhattan Pl, Los Angeles, CA 90038), Aetna Stores reserves the right to accept payments done only by all types of checks, money order, cashier or certified check, cash.

It usually takes five (5) to ten (10) (and in rare cases, up to twenty (20)) business days for your order to be delivered. However, shipping and delivery times may vary depending on whether it’s a small or large item, product availability, shipping method and/or delivery address. Please note that certain delivery types may not be available in all areas and/or for some item(s).

If your order contains both items that are in and out of stock with the manufacturer at the time of such order, we will, if applicable and/or available, provide you with ETAs for each item that is currently out-of-stock with the manufacturer(s) as well as with two (2) following options on how to proceed with your order:

IMPORTANT: ETA is just an estimate. Manufacturers do NOT guarantee product availability on said date. Please not that manufacturers may discontinue said item at their sole discretion and/or said item may no longer be available at all.

Please let us know how you would like to proceed (we strongly recommend option number 1):

1) Choose a different item(s) that is/are currently in stock with the manufacturer(s) (RECOMMENDED)

We’ll modify your order in our system by adding the item(s) of your choice that are currently in stock with the manufacturer(s) and removing out-of-stock products from your order subject to your request in writing via e-mail.

2) Order ONLY item(s) that are currently in stock with the manufacturer.

If you want just the item(s) currently in stock with the manufacturer, we’ll modify your order in our system subject to your request in writing via e-mail and remove the item(s) currently out of stock with the manufacturer from your current order. Total order amount, including, but not limited to, tax will be modified, respectfully.

NOTE:

If you’d like to wait for the non-stock item(s) (although its/their availability is not guaranteed as mentioned in paragraph IMPORTANT above), you might want to place another order for said item(s). If so, your card will be charged immediately to secure your order and ensure payment (most card issuers revoke authorization to charge a card in 5-7 days from the date of the order). Please note that you will be charged a separate delivery fee if you choose to place another order. Please also note that our contracting delivery companies are not able to:

- pick up and store in-stock items till, and if at all, out-of-stock items become available and then deliver all items in your order to you;
- perform two (2) deliveries for the price of one (1) - i.e. they are NOT able to deliver in-stock part of your order now and the remaining portion of your order when, and if at all, it becomes available,
because of extremely high costs associated with pick-up, storage and delivery services.

If you want to wait till said item(s) become(s) available and you’d like to avoid paying for second (2nd) delivery, you might want to choose FREE Self Pick Up option during your online checkout or advise of your choice to our sales staff at our brick-and-mortar store/showroom, and pick-up item(s) yourself at our warehouse for free. If so, our customer service representatives will notify you when your order is ready for FREE Self Pick Up.

Please note that after the order is back in stock with manufacturer, it usually takes five (5) to ten (10) (and in rare cases, up to twenty (20)) business days for your order to be delivered.

NOTE: Since not all manufacturers provide us with their updated inventory in a timely manner, we cannot guarantee that all items listed on our web-site are in stock.

Aetna Stores and/or its contracting delivery company(ies) in charge of delivery of your order(s) shall not be responsible and/or otherwise held liable for damage done to ceilings, floors, walls, etc., since it is impossible to check their condition prior to such delivery. Damage claims should be addressed to Claims Department, Aetna Stores submitted in writing to claims@aetnastores.com. Since all delivery damage claims are handled by Aetna, hereby you waive your right to file any claims with Aetna’s contracting delivery company(ies). Please note that alls claims are of legal nature and are handled in writing only as described above.

Small Items
Small items are usually shipped via USPS, FedEx or UPS. Subject to product availability (we’ll notify you if item is not in stock or on backorder), as soon as you place your order with us, it usually takes one to two business days for your order to be processed in our system and one to two business days to be prepared for shipment and shipped. As soon as it’s shipped, delivery times may vary depending on your shipping address and delivery procedures in place with the respective carrier.

Large Items
For large items, most deliveries take place Monday through Friday from 9am to 5pm, PST. Our Contracting Delivery company will contact you to schedule your order delivery for the day and time convenient for you. If you cancel or reschedule delivery in less than 2 days prior the scheduled delivery date, additional fee equivalent to the rate of selected delivery service will be charged. The cut off time is by 5pm business days only. Regardless of the delivery type, please inspect boxes and their content as detailed in Inspecting Boxes and their Content at the Time of Delivery below. If applicable, please make sure to notify Aetna Stores of any special requirements, including, but not limited to, narrow roads at the delivery address, proof of insurance for condominiums and high rise building, reservations of service elevators, delivery time frames resulting from local ordinances, parking permits for delivery trucks, etc. If such special delivery requirements are not communicated to us when placing your order, we may charge you additional fees for any orders that are cancelled or rescheduled due to such special requirements. Aetna Stores uses most reliable and best rated local delivery companies, which have largest networks and shortest delivery times in the industry. Like any local distributor or retailer, Aetna Stores shall not be held responsible for any missed delivery appointments, delays in transit, conduct of delivery company’s employee(s) or damage(s) to the customer’s premises or property and may not accept any returns, cancellations or claims resulting therefrom. Delivery teams are not allowed to move any furniture other than the one they are delivering. They are also not permitted to move and/or set up any electrical equipment. To accept, inspect your items and sign up for delivery, we require an authorized adult to be present at the delivery address. Otherwise, additional fees may be charged (please see Missed Delivery Appointment / Refused Delivery below). If a customer (i.e. person who places the order with us and provides us with his/her billing information) authorizes somebody else to accept his/her order, such customer shall still be responsible for the shipment as if he/she signed for receipt himself/herself. By arranging with the delivery company to leave you order without a signature, you release Aetna Stores from all responsibility for such shipment, including, but not limited to, its condition or other delivery issue(s), and wave all your respective rights. If shipment and delivery of your order takes longer than usual, please feel free to contact us so that we are able to resolve the issue in a timely manner or advise you of available options.

SHIPPING COST

Shipping cost depends on the distance and quantity of items in the order. If quantity of item numbers is more than 3 items / SKUs- the shipping cost will be higher.

INSPECTING BOXES AND THEIR CONTENT AT THE TIME OF DELIVERY OR STORE PICK-UP

Please make sure to inspect all boxes and their content (i.e. all items inside such boxes) at the time of delivery or store pick-up, whichever is applicable, before signing respective paperwork provided to you either at our warehouse (in case of store pick-up) or by our contracting company’s delivery driver at the time of delivery (in case of In-Home or Delivery & Assembly). Failure to inspect item(s) in your order and make respective notes in the said paperwork at the time of delivery or store pick-up, whatever is applicable, shall mean that no damage was found and, thus, you release Aetna Stores from any liability in regards to such damage(s), including, but not limited to, replacement, return, refund and/or any other claims resulting therefrom. Besides, if customer does not make any notes of damage, if applicable, in said paperwork, he/she shall waive his/her legal rights for a chargeback on the grounds mentioned herein.

If damage is found: (1) during delivery, make respective notes in the delivery paperwork (for example, if multiple boxes are delivered to you and one of them is damaged and has a number or letter on it, please write “Box 2 is Damaged” or “Box A is Damaged”, respectively), take pictures of the damage and immediately - in the presence of our contracting company’s delivery driver - inform us thereof. If any damage is found and immediately communicated to us, we will, after checking with the manufacturer whether the replacement is in stock or not, advise you of further steps. In most cases, including those when a replacement item(s) is available with the manufacturer, the delivery driver will not be able to take damaged item(s) back. Subject to compliance with all our applicable policies and procedures available on our website, and since liability issues are involved (whether manufacturer’s defect or damage in transit) as well as subject to our contracting delivery company’s schedule, the damaged item(s) will be taken back only when a replacement product is available with the manufacturer. We apologize for any inconvenience this may cause. Please make sure not to throw away original box/packaging since we’ll need it to process the claim. It’s customer’s responsibility to inspect the content of boxes in the presence of our store rep or delivery driver, whichever is applicable. Failure to do so shall mean that the customer waives his/her rights to claim any damage in regards to such delivered item(s) in future. As a result, if you do not notify our store rep (if it’s a store pick-up) or, if it’s delivery, write anything in your delivery paperwork, we shall not be held liable for any damage, in which case we will not be responsible to replace or fix merchandise. All products are brand new and well-packed when you or delivery driver, whichever is applicable, pick them up in our warehouse.

MISSED DELIVERY APPOINTMENT / REFUSED DELIVERY

If you miss your delivery appointment or refuse delivery of your order for any reason, including, but not limited to, damaged packaging and/or product, you shall be responsible for all costs associated with re-delivery and/or storing and shipping the product back to us, respectively, and, if applicable, restocking fee(s). With that in mind, we strongly encourage you to be on time for your delivery appointment and accept your package even if the box and/or product is damaged.

DELIVERY TYPES

Delivery types below are applicable to large items only. Provided that you order In-Home or Delivery & Assembly, neither we nor our contracting delivery company shall be held liable or otherwise responsible for failure and/or inability to provide such service for any reasons, including, but not limited to, risk of injury, risk of damage to property / item, inability to move item safely, or any other reasons like insufficient height of the door, narrow width of the stairwell, etc. Decision on whether such delivery type can or cannot be provided shall be made at the sole discretion of the delivery driver on-site.

Except for Self Pick Up, we and/or our third party contracting delivery company will contact you to schedule delivery of your order within a certain time frame (usually four (4) or six (6) hours). Please make sure to arrive AT LEAST thirty (30) minutes prior. Our contracting delivery company will NOT be able to wait. If you miss your delivery appointment for any reason, additional fees, including, but not limited to, shipping back costs, warehouse fees, gas surcharge and truck fee, etc., may be charged to your account. The same applies if you reschedule your appointment. Since we use multiple third party contracting delivery companies, scheduling time (for example, 48 or 24 hours prior to delivery date & time), delivery windows, etc. may vary. To avoid extra charges when rescheduling your delivery, please make sure to do so AT LEAST twenty four (24) or twelve (12) hours, whatever is applicable to your delivery company scheduling/rescheduling procedure, prior to your shceduled appointment time. In you cancel /reschedule your delivery appointment on the day of delivery, you may be liable for additional fees incurred therewith.

(1) FREE Self Pick Up

- NOT included - loading of your order into your vehicle. We recommend to have at least two (2) strong men to help you load your order into your vehicle (no warehouse employees; only office staff)
- We'll e-mail and/or text you full details when your order is ready for pick-up
- Make sure box(es) will fit in your vehicle
- We are not liable for any damage to your merchandise from the moment when you sign papers and start loading


Pick Up Adress: 708 N Manhattan Pl, Los Angeles, CA 90038.

Please contact us to find out whether your order is available for pick up. If yes, our Customer Service Rep would be happy to help you schedule pick up of your order. Please note that order pick-ups are available within store business hours only and are subject to prior authorization by our Customer Service Reps.

Please make sure that the item(s) you pick up will fit in your vehicle and that you have sufficient people to help you load your order (we strongly encourage you to contact us before you come and double check the dimensions and weights of item(s) in your order). Please note that we do not have professional movers at the store to help you load items. Office employees are not authorized to help move/load items since liability and insurance issues are involved. This helps us decrease our operating costs and make this in-store pick up option free for you.

If applicable, please make sure to make notes and notify our store rep of any damage as described in section INSPECTING BOXES AND THEIR CONTENT AT THE TIME OF DELIVERY OR STORE PICK-UP above.

(2) In-Home Delivery (No Assembly)

- Delivery to your door (first (1st dry area after the threshold to your apartment or house)
- Delivery to the room of your choice NOT included
- Assembly NOT included
- Packaging / Boxes removal NOT included


Your order will be shipped via a ground motor freight carrier (LTL) and delivered to the first dry area of your residence that can be accessed by the delivery driver, which is usually your front door or garage. This delivery option does not provide for unpacking, assembling and placing your order at the place of your choice as well as removing trash from packing materials. It is your responsibility to make sure that items in your order fit through all doorways, stairwells, etc., and can be delivered to the designated area in your residence, as well as for protecting your floors from damage by putting blankets and rugs prior to delivery. If any damage (during delivery or subsequent) is done to your residence and/or property, including, but not limited to doors, walls, windows, floor, ceiling, etc., by the delivery driver, Aetna Stores shall not be held liable for the above – it is your responsibility to file a claim with the delivery company. We use professional delivery companies only. With that in mind, if your delivery driver determines that any items in your order cannot be delivered to the designated place for any reasons, including, but not limited to, an item not fitting through any doorway and/or stairwell, it shall be per discretion of the delivery driver where to put such items and Aetna Stores shall not be responsible for his actions. If delivering your order to the said area involves a tight fit, the delivery driver may request you to sign a liability release form, damage waiver or any other paperwork prior to attempting such delivery. If you decide to refuse delivery or return items that cannot be delivered to the designated place, you will be responsible for all costs associated with storing and shipping such items back to us. If the sum of such costs is higher as compared to the total amount paid by you when placing your order for such items, you shall be responsible to cover any difference and pay it in addition to the amount already paid by you. If the sum of such costs is lower as compared to the total amount paid by you when placing your order for such items, 25% restocking fee + all costs associated with storing and shipping such item back to us will be deducted from the refund (if eligible for refund).

(3) Delivery & Assembly

- Delivery to the room of your choice included
- Assembly included
- Packaging / Boxes removal NOT included


Your order will be delivered into your residence, into the room of your choice, where it will be assembled, set up and placed as instructed by you. Please note that all packaging will be left at your residence since manufacturers will NOT accept any returns without original packaging and box(-es). The chance to get approved for a return authorization is higher if you have original packaging and box(es), however, it is NOT a guarantee since other restrictions and/or conditions, including, but not limited to the ones mentioned herein and/or in Return Policy, may apply. This option should be ordered prior to the shipment since it is more difficult to change the delivery type once your order is shipped. It does not include moving your current furniture or other items, plumbing, vanities installation or any services involving wiring and installation of electrical components. If any damage (during the delivery and/or subsequent) is done to your residence, including, but not limited to doors, walls, windows, floor, ceiling, etc., by the delivery team, Aetna Stores shall not be held responsible and/or in any way liable for the above – it is your responsibility to file a claim with the delivery company. You are solely responsible for protecting your floors from damage by putting blankets and rugs prior to delivery, as well as for making sure that items in your order fit through all doorways, stairwells, etc., and can be delivered to the designated area in your residence as mentioned above. We use professional delivery companies only. With that in mind, if your delivery driver determines that any items in your order cannot be delivered to the designated place for any reasons, including, but not limited to, an item not fitting through any doorway and/or stairwell, it shall be per discretion of the delivery driver where to put such items and Aetna Stores shall not be responsible for his actions. If delivering your order to the said area involves a tight fit, the driver may request you to sign a liability release form, damage waiver or any other paperwork prior to attempting such delivery. If you decide to refuse delivery or return items that cannot be delivered to the designated place, you will be responsible for all costs associated with storing and shipping such items back to us. If the sum of such costs is higher as compared to the total amount paid by you when placing your order for such items, you shall be responsible to cover any difference and pay it in addition to the amount already paid by you. If the sum of such costs is lower as compared to the total amount paid by you when placing your order for such items, 25% restocking fee + all costs associated with storing and shipping such item back to us will be deducted from the refund (if eligible for refund).

Identification

Each customer must show identification documents when receiving a delivery or picking up the order at the warehouse.
- Always show valid ID or DL.
- The name on the ID must be the same as the name of the recipient.
- Please make sure your identification document is valid and not expired.
- Should there be a person on behalf to accept a delivery / pick up the order, Aetna Stores demands a letter of authorization from the customer who placed an order with permission for the person on behalf to accept delivery.
Customer shall advise FULL NAME and contact phone number of the advised person on behalf. Such confirmation should be sent from the same email that is associated with an order (placed online or at showroom place).

On delivery, contracting delivery company will check ID or DL and will fill out the details on the invoice themselves to ensure accurate information. This is done in order to ensure the security of the delivered orders to correct recipients.