Customer Service

General Information
Your order will be shipped via the most appropriate method based on the weight and size of your furniture. If possible, according to UPS/FEDEX weight/size limits, your order will ship via UPS/FEDEX. Packages that exceed UPS/FEDEX weight and size limits will be shipped via Motor Freight Company.

Common carrier deliveries are only performed Monday through Friday. The shipping company who is obligated to fulfill delivery of your order will contact you by phone prior to delivery to establish an approximate time for you to receive your delivery. Delivery address must be accessible to semi-trailer truck for non-UPS size shipments. Hawaii, Alaska, Puerto Rico and international customers are welcome to contact us for a freight quotation.

DELIVERY TIME. We have one of the shortest delivery times in the industry. Most items are in stock (in our warehouse) and will be shipped within 4 - 7 business days of purchase. Delivery takes another 3 - 15 business days. If the shipping time takes longer than this, you will be contacted by our customer service department with other options. We will send you a tracking number after the items have been shipped.

PLEASE NOTE that, like any retailer or distributor shipping nationwide, Diva Rocker Glam ships via national and regional parcel, freight and moving companies. Although we use the largest and most well-known carriers, we are not responsible for delays in transit, freight company employee conduct, missed delivery appointments or damages to the customer's premises.
Diva Rocker Glam will not accept claims, returns or cancellations due to delays in delivery by Transportation Companies.
 
Shipping Options / Delivery Methods

Diva Rocker Glam requires a signature at time of delivery. If you make arrangements for someone else to accept your delivery, you still hold the same responsibilities as if you signed for the shipment. If you make arrangements for the carrier to leave the merchandise without a signature, you wave all rights and release Diva Rocker Glam from all responsibility regarding the shipment. Any exception to this voids Diva Rocker Glam 's responsibility for the condition of the merchandise or other delivery issues.

1. STANDARD DELIVERY (CURBSIDE).
Your order will be delivered to the curbside by truck driver. The driver will only unload the furniture to the curbside or to the back of the truck. At that point you will need to move them into your building or residence. If you ordered a heavy/bulky item, make sure you have someone who can help with this. In some cases, the driver may, at his/her own option perform special services at your request. Generally, however, you can expect the furniture to arrive to the curbside. Please be sure to have 2 or more people there to help you with the delivery. Delivery Companies will only deliver during business hours between 8am to 5pm Monday to Friday by appointment. 
Delivery time: 2 - 10 business days depends on your location. We can arrange an Inside Delivery .

2. INSIDE DELIVERY.
Delivery team will deliver your boxed merchandise, and place it in the first dry accessible area of your residence, typically garage or front door. The delivery driver utilizes a palet jack to move the furniture into the designated area, so both a clear route and no stairs are a must to consider this option. This service is inside your residence, but does not include set up. We will get the product inside your home but it is your responsibility to unpack, assemble and place it. 
Definition of service level:

  • Delivery date scheduled with customer (Mon – Fri) Saturday Delivery is available, depending on the area for additional cost.
  • Four hour delivery window given the day before delivery.
  • Deliver in carton, no trash removal.
  • Customer not required to help with delivery.
  • Diva Rocker Glam holds no responsibility for damage to the home, including floor, ceiling, walls, doors, windows, etc. by the home delivery company. It is your responsibility to file a claim with the company, provided White Glove Delivery service.
  • Delivery time: 6 - 15 business days, depending on your location.
  • If additional service is needed please see below at our White Glove Delivery method option.

3. WHITE GLOVE DELIVERY (Full Set Up).
On most large items, Premium Delivery can be purchased for inside your home delivery with full set up and removal of all packaging. With this Premium Delivery shipping option the delivery company will carry the items inside your home, completely set up and assemble all of the furniture in the room of your choice and take all packing materials and cartons with them. 
Definition of service level:

  • Delivery date scheduled with customer (Mon – Fri) Saturday Delivery is available, depending on the area for additional cost.
  • Four hour delivery window given the day before delivery.
  • Place in home room specific.
  • Set up each product as required.
  • All debris taken away from premises.
  • Up/down two flight of stairs.
  • Customer not required to help.
  • White Glove service must be ordered prior to the shipment of your furniture. This service does not include moving your existing furniture, wall décor, or rugs. Please make sure that the space in which you wish your new furniture to reside is cleared and ready for your new addition(s). White Glove service does not include: plumbing or installation of vanities, or provide wiring or installation of electrical components.
  • Diva Rocker Glam holds no responsibility for damage to the home, including floor, ceiling, walls, doors, windows, etc. by the home delivery company. It is your responsibility to file a claim with the company, provided White Glove Delivery service.
  • Delivery time: 6 - 15 business days, depending on your location.
 
Damages Policy - Inspecting your delivery

Diva Rocker Glam takes all measures to prevent any damages. Our excellent packaging and shipping experience reduces the chances of damage. However, when your order arrives, please take the time to ensure the paperwork is accurate and that the correct item and number of cartons have been delivered.
Please also inspect condition of the packaging. Whether or not you can see damage to the contents, ALL damage to packaging should be notated. If the carton(s) is damaged, open the box(s) and inspect the package contents for any shipping damage. The consignee has the legal obligation to open everything that was delivered to make sure there are no damages. The driver must wait for you to open all the freight, please do not sign anything until you have made a full inspection and you are completely satisfied with the condition of your furniture.

It is the customer's responsibility to thoroughly check over and visually inspect the merchandise before signing delivery paperwork. 
Your signature on the Delivery Receipt is your acknowledgment that your merchandise is satisfactory and delivered in good condition. Any damage must be noted on the bill of lading (e.g. "DAMAGED"). All boxes must be retained and all claims must be filed (Emailed) with pictures and description of the damage to our customer service department within 24 hours of the delivery time. REPORT DAMAGE

Diva Rocker Glam will not be responsible and will not accept any non-noted on Bill of Lading claims. Note on the Delivery Receipt enables us to file claim with the Delivery Company, get compensation for the damaged product and replace damaged product to our customers without additional charge. If the Delivery Receipt is clean (signed without damage note) customer will have to file claim directly with the Delivery Company.

If the carton(s) is severely damaged, please refuse it from the freight company. Remember, you can refuse only damaged boxes, NOT WHOLE SHIPMENT. We will arrange for a replacement of damaged product to be rushed out. We will take the quickest route to remedy the situation. In the event a replacement is delivered to you before original shipment is returned, you are responsible for cooperating with the return of the item. Failure to return the damaged item will result in additional charges for the non-returned item.

Diva Rocker Glam reserves the right to repair or replace any damaged piece of furniture. It will be at the discretion of Diva Rocker Glam to have a professional furniture technician inspect the pieces to determine if the items will be repaired or replaced. 
REPORT DAMAGE

 
Cancelation Policy

  • Order can be cancelled anytime before it ships, for a full refund.
  • If you need to make any changes to your order, please contact us A.S.A.P. at (844) 448-0888.
  • Once an order has been shipped, it cannot be cancelled.
  • If you refuse an order, it will then fall under our standard return policy (see below), where roundtrip shipping costs and 15% Restocking Fee will be deducted from your refund.
  • Remember, ACTUAL freight may be much higher than the freight we charge you on the website.
 
Return Policy

We are confident that you will be pleased with your purchase. Please be careful when ordering your furniture and let us know if we can be of assistance in selecting the right furniture for your situation: style, dimensions, color, quality, etc. In some cases, we can provide Color Samples and verify exact dimensions. On the same time, we do our best to accurately show the finish colors of each piece we carry, however colors can vary by personal perceptions, monitor type and age, video card differences and printing variations. 
Espresso, cappuccino, java, merlot, golden oak, medium walnut, etc. etc. etc. are not distinct colors, only someone's idea of what it should be. It will vary from vendor to vendor and from collection to collection. Due to the manufacturing process, specified dimensions of the product can slightly differ from the real dimensions.
Diva Rocker Glam will not accept any claims regarding color, style, dimensions or quality of the product.

If you are not satisfied with the color, dimensions, quality or it does not fit as well as you hoped in your space, match your décor, you won’t be stuck with an item you cannot use or that you do not want. You can return it within 30 days of receipt. All returns must be authorized by us prior to shipping. Please email us prior to shipping and we will provide return shipping instructions.

  • Returned items must be shipped to us within 30 days of receipt.
  • Returns are only accepted in their original boxes, and should be unassembled. Once an item has been assembled it is no longer returnable.
  • The cost of the ACTUAL freight charges (both ways) is not refundable and will be deducted from the amount of your refund. Remember,ACTUAL freight may be much higher than the freight we charge you on the website.
  • 15% restocking fee applies on all returned items. Refunds will be processed once products are returned to the distribution center.

Please keep in mind that once an order has shipped, it cannot be cancelled. If you refuse an order, it will then fall under our standard return policy, where roundtrip shipping costs and 15% Restocking Fee will be deducted from your refund.

 
Warranty Information

All Diva Rocker Glam products come with a standard 90 days warranty against manufacturers defect. All of our products are personally chosen by experienced buyers, we strive to only use vendors that offer our customers the best products and service available.


However, we strongly recommend adding our Guardsman Furniture Protection Plan because it protects your investment for an additional 5 years against accidents, damages, and much more.

Warranties are not valid if merchandise has been moved from original delivery address.
 
Dispute Resolution
Any dispute arising out of or relating to our policies shall be resolved through litigation in a state or federal court of competent jurisdiction located in Los Angeles, California.
Consumer consents to personal jurisdiction in the courts of Los Angeles, CA and waves any right to bring an action against HFM elsewhere, or to seek transfer of an action venue in Los Angeles to another jurisdiction.
If Diva Rocker Glam, Inc. (DRG) prevails in any action to obtain payment for goods, to obtain other legal or equitable relief, or to defend against any claim(s)brought by consumer, DRG shall be entitled to an award of its reasonable attorney's fees.
 
Orders and Shipping
Orders placed online will be charged for the total amount of the order not including shipping. Because of the complex nature of the products for sale in terms of size, weight, and configuration; each order will be treated individually and our staff will communicate with your directly to help determine the best method for shipping and delivery. Then you will have the option to pay for shipping through online invoice or credit card over the phone.
 
Payment, Pricing & Promotions
All prices listed on the website are final.
 
Viewing Orders
After you place your order, you will be able to view the contents of the order and invoice within your online account. Click Here To View Your Account.
 
Updating Account Information
You can update any of your personal information on the My Account page. Click Here To View Your Account.
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