Customer Service

Thank you for choosing www.ohanawickerfurniture.com - OHANAWICKER FURNITURE, we work hard to provide our customers with the best possible customer service. See the FAQ's below for answers to commonly asked questions. If you don't find an answer here, please let us know!

FAQ’s

Ordering Online

Is your web site secure?

Shopping with your credit card with OHANAWICKER FURNITURE is guaranteed to be safe and secure.

We take extensive steps to process thousands of Internet transactions securely and safely. Our secure server software (SSL) is the industry standard for securing credit card transactions over the Internet.

This software encrypts all your personal information into an unrecognizable code that is securely transmitted from you to us. When this encrypted information reaches our secure server, we translate it back to its original form and store it safely offline and inaccessible through the Internet.

To continue our commitment to your security, every credit card processed is run through an address verification process to verify that the card is registered to the billing address on the order.

We are dedicated to providing you with a secure, worry-free shopping experience.

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Can I order over the phone?

Absolutely! We understand it's sometimes easier to talk to a "real person " when placing an order. Call us anytime Monday thru Friday between 9am and 5pm Pacific time. Our number is: 503-894-3454

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Payment Options

We accept Visa, Mastercard, American Express, or Discover as forms of payment.

We also obtain authorizations for the outstanding balance of your order if a) your order partially ships or b) the existing authorization is about to expire. Should the re-authorization not be successful, we will contact you for new payment information. If we are not able to obtain a valid authorization, we reserve the right to either cancel your order or charge your card for the outstanding balance of your order. If, after we charge your card as a result of not being able to re-authorize, you wish to cancel your order, please contact us and we will refund your card provided that your order has not yet shipped.

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Online Order Status (Tracking info and more)

When you place an order with us, you will receive a link that will allow you to track that order. Once your order ships you will receive another email with tracking information (if available).

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Confirmation of orders

After placing an order you will get a confirmation email within 10 minutes. If you place an order with us and don't get an confirmation email check your "junk" mail folder - it will probably be in there; otherwise, shoot us an email and we'll get you set up.

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Price Matching

We offer a Price Match option on almost any product. We do reserve the right to decline to match a price, but in most cases we will honor price match requests with other websites.

In order to qualify for a price match consideration, the following conditions and rules must be met:

1) The product must be in-stock and ready to ship that day on the lower priced site. Backorders will not be matched and we do not match prices on items that are out of stock.

2) The item must be EXACTLY the same as the product you want to order from us. Same color, size, year, model, etc.

3) The product must be the same year. We do not price match on closeouts from previous years, scratch and dent items, blems, etc.

4) Coupons and promotional codes may not be used with price matches, either from our site or from a competitors coupon.

5) Shipping prices will be met as well in the event that the lower priced site has a more expensive shipping charge.

6) The Product must be orderable online. Online advertisements are not honored unless the product can be ordered online through a secure server with a functioning shopping cart.

7) The price match must be completed BEFORE you order the product from us. No price match requests will be honored on items that have already been ordered and/or shipped.

If your request for a price match meets all the above guidelines, feel free to give us a call and we'll let you know if we can match the price! 99.9% of the time we will

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Shipping

Will usually ship within 7-14 business days of receiving cleared payment

We Must ship to the address You Specify in your payment. Please be sure to use the right address.

Please provide your daytime phone number for the freight company.

Standard shipping via common carrier is included in the quoted price. Curbside delivery, signature required.

Carrier will call to set up a delivery time. Extraordinary delivery requirements may necessitate an additional fee to the carrier.

Delivery agent will call to schedule a delivery appointment. Driver will offload your item to the curb at the end of your driveway. If you have any further questions, please send email to contact@ohanadepot.com

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Where we ship

Currently we only ship to addresses within the contiguous 48 states of the US. If you live outside the continental United States (ie. Canada, Alaska or Hawaii) but you have a stateside address, we can certainly arrange to ship your order there.

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Delivery times

Estimated Delivery Time: 2-5 weeks after order date

We are not responsible for shipping delays that are a result of credit card/billing problems, product availability delays, or order changes made after the order has been placed. If your order is received, the inventory is in stock and your credit card information matches the information, In most cases, we can ship within 5 business days

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Returns & Exchanges & Warranty

Returns

We want you to be happy with your order! With some exceptions (see below), if you are not satisfied with your order you may return it within 14 days of your receipt of merchandise for a refund of the purchase price less shipping fees. We do, however, require that you pay to ship the item back to us, and any shipping fees originally paid on your order are non-refundable. Here are the exceptions and clarifications:

• Products must be returned to us in their original condition and in their original packaging complete with all tags, instructions, and inserts.
• We cannot accept returns on products that have been customized (color, finish, dimensions, upholstery, etc.).
• All returns and exchanges are subject to our Terms of Use.

Please contact us in order to receive complete instructions on returning goods.  Once we receive your return, please allow 1-2 weeks for processing.

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Limited Product Warranty Ohanadepot, Inc. warrants to its customers, the original purchaser, that its products are free from Manufacturing Defects (workmanship and/or material). “Manufacturing Defects" as used in this warranty is defined as - imperfections which impair the utility of the product or affect the structural integrity of the product. This limited warranty is covered for a period of 3 years as to the structural framing of the furniture , and 1 year for all cushions and chrome finish of metal components , from the date of purchase in accordance with the conditions set forth herein.

Upon receipt of the product the customer must inspect the product thoroughly prior to use, and any Manufacturing Defects should be noted and reported no later than seven days of receiving the product. If a Manufacturing Defect is found during normal use, Ohanadepot, Inc. should be notified within the covered warranty period as to the nature of the defect, along with a proof of purchase. Customer must also provide photographs of the defect (at customer’s expense) in order for Ohanadepot, Inc. to determine the extent of the defect and the most efficient resolution.

If replacement is required in accordance with this warranty and the defective material or product has been discontinued or unavailable, Ohanadepot, Inc. reserves the right to select and supply similar merchandise of like value or offer full credit for the merchandise; otherwise the same material or product will be supplied for replacement purposes.

WARRANTY IS VOID FOR ANY OF THE FOLLOWING CONDITIONS: 1. Normal wear and tear (fading of fabrics/upholstery material is considered normal wear and tear). 2. Improper maintenance or improper use of product. 3. Any product modifications by dealer, consumer, or other 3rd parties 4. Minor variations or differences between website images and product received. 5. Furniture used for non-residential purposes (i.e industrial, commercial, institutional, or rental use). 6. Damage incurred during transportation. (If shipping damage is discovered, you must contact support@ohanadepot.com within 48 hours of receipt of the product or this warranty will be void). 7. Damage incurred during assembling or maintenance. 8. Damage incurred by acts of God, accidents or abuse.

This warranty is made SOLELY TO THE INITIAL PURCHASER of the product and is NON-TRANSFERABLE under any circumstances. It is the purchaser's responsibility to contact Ohandepot, Inc. with a warranty claim. We advise all purchasers to retain invoices for a minimum of three years for warranty purposes. This warranty supersedes and replaces all implied warranties of merchantability and use for particular purpose. No representative, employee, or agent of Ohandepot, Inc. or any other person is authorized to assume for Ohandepot, Inc any additional liability or responsibility in connection with Ohandepot, Inc products except as described above. In no event shall Ohandepot, Inc be liable for indirect, consequential or incidental damages of any kind.

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