Deliveries begin at approximately 7:30AM and continue until all scheduled deliveries for the day are complete. Unfortunately, due to the hundreds of deliveries that must be routed, it is impossible to give exact time calls. However, an Arrow representative will call you the evening before your delivery with a 4-5 hour window. Our drivers will also contact you within 30 minutes to 1 hour prior to their estimated arrival on the day of your delivery.
While we do everything we can to assure your delivery is on time, due to unforeseen circumstances (weather, traffic, truck difficulties, issues stemming from previous deliveries..etc) sometimes there can be a delay. You will be notified by an Arrow representative if this should occur.
Accepting a delivery
A signature of a person 18 years of age or older is required on all delivery orders and that individual must accompany the delivery crew into your home or apartment. If you are in a condominium or apartment building please make sure the elevator service is available.
Please note for the safety of our delivery crews and to expedite orders as efficiently as possible, there are absolutely no C.O.D orders under any circumstances. All balances owing must be paid in advance at least 2 days prior to delivery or alternative delivery dates will have to be arranged. We are sorry but no exceptions can be made. Any balance can be paid in-store or via e-transfer at email@example.com with your invoice number in the message field.
Preparing for a delivery
Pin hinged doors can be removed to complete delivery at the responsibility of the homeowner. However, carpentry work such as removing doorway moldings, banisters, etc, cannot be done. All pictures in narrow hallways or stairs should be removed by you. Our delivery associates are required to wear safety footwear at all times and cannot remove their boots, but will put on protective boot covers and/or provide covering to protect your floors.
Please ensure your driveway and walkways are cleared to accept the delivery (i.e. snow & ice). As well please clear the path inside your home to the area where your purchase is to be placed.
When unusual or difficult delivery conditions are encountered, the customer will be advised in advance of the risk of damage occurring. The customer then has the option of signing a damage waiver releasing us from liability or having the merchandise returned to the store and reselecting to other products.
If you are placing any furniture on tile or hardwood flooring, felt pad protection should be used and should be purchased prior to delivery.
Due to insurance regulations, our delivery personnel cannot move any furniture in your home that is not purchased on your invoice. Old furniture and bedding cannot be disposed of through Arrow Furniture. Disposal of old merchandise is the responsibility of the customer.
A restocking fee may apply if unwrapped furniture or bedding does not fit through the doorway or in the space intended. Please measure the units and your premises prior to delivery. We require 48 hours notice prior to your delivery date in order to make alternate arrangements.
White Glove Setup
What is included in your setup purchase
When you purchase our white glove setup option there’s nothing you need to do except notify our drivers where you would like the items to be placed in your home. We take care of all assembly, including any handles and removal of any garbage. Leave it all up to us! You can purchase the white glove setup option on almost all of our products (RTA items not included).
What you need to know when picking up your order
You must bring your sales bill/receipt and photo I.D. to pick up your merchandise.
The customer must know the PIN number of any card being used to pay any balance.
Merchandise that is picked-up may be in cartons and may require assembly. Due to the nature of merchandise shipped in cartons, we are unable to unpack cartons or assemble merchandise for you.
Preparing your order for transportation
Please be sure that the size of your vehicle will accommodate the size of the merchandise to be picked up. We are not responsible for the loading and tie-down of merchandise or the safe transportation of merchandise to your home. Damage that occurs during transit is not covered under warranty nor can we accept returns on the merchandise should any damage occur during transit.
If you discover concealed damage on merchandise that you have picked up, simply call our service department within 3 days of receipt. When possible, we will promptly repair or replace the damaged merchandise. If picked up, the merchandise must be returned by you.
Arrow Furniture is not responsible for damages caused by any third party that may have been referred to you by anyone in our company.
See stores for details for any other questions.