Hertz Furniture Customer Service

At Hertz we take pride in the excellence of our Customer Service. We put you, our customer, first. If the answer to your question isn’t listed below, please contact us, and one of our representatives will be happy to assist you. Contact our customer service department by calling toll-free 888-793-4999 or send an e-mail to info@hertzfurniture.com.

Order Confirmation/Cancelation

Our goal is to get you your correct order as fast as possible. For that reason we have adopted the following polices:

Order Confirmation

Once you place your order online, you should receive an email confirmation notice within a few minutes. If you did not receive one, give us a call during business hours at 888-793-4999 and we will ensure that your order is being handled properly.

Can I Cancel my Order?

Yes, orders may be cancelled, but only before the order has been sent to production. In some cases, cancellations can be accepted even after the order is in production, but additional fees (restocking and/or cancellation) will be billed to your account.

In the event the order has shipped, we can no longer cancel the order.

To confirm that your order has been cancelled, we will send or fax a cancellation notice to your attention; only then will the cancellation be in effect.

Custom orders (including many upholstered items) are non-cancelable.

Shipping Information

When will I receive my order?

As our products are shipped directly from the factory, lead times vary. Products indicated as being QuickShip leave the factory anywhere from 48 hours to 6 weeks from receipt of your order. To check the status of your order, visit the Order Status page. Questions? Contact our Customer Service department at 888-793-4999, option 4.

How much will it cost to ship?

Look for the Free Shipping icon by select items, which means our price includes shipping to anywhere in the continental USA. For items that do not have Free Shipping, we are pleased to be able to provide you with online freight quotes on orders less than $3,000.00. For larger orders, a Hertz representative will contact you and let you know how much we will charge you for shipping . We have chosen not to use freight figures calculated by a computer program for larger orders, but rather to provide you with a customized shipping quotation for your unique order. If you compare our bottom line with other online furniture dealers, the savings will be apparent.

International shipping

Need your furniture shipped overseas? No problem. Call us at 888-793-4999 for our competitive shipping rates and we will help you with all the necessary arrangements.

How will my Order Ship?

FedEx/UPS Ground: Smaller products can be shipped via FedEx or UPS Ground. When FedEx or UPS makes a delivery, they will carry the cartons off of their truck and into the first dry area of your building.

Common Carrier (Truck) Delivery: Larger shipments must be shipped on a truck. When goods are shipped via Standard Delivery using a common carrier (e.g. Con-Way, Roadway, ABF, UPS Freight, etc.) the standard delivery is called “tailgate delivery” which means the truck driver is only responsible to move the furniture to the tailgate (back) of the truck. You are responsible to unload the furniture from the truck and carry it into your building.

However, most common carriers offer optional services for additional fees. These services include:

• Notify Before Delivery: You may request to be notified of the date and approximate time of the delivery. When a shipment is ready to ship, the trucking company will call you within approximately 24 hours to arrange for a convenient time for the delivery.

• Liftgate Delivery: This type of service is recommended for heavier or larger shipments. A liftgate (a steel elevator-like platform at the end of the truck) is used to lower the merchandise off the truck down to the street level.

• Assisted Inside Delivery: The truck driver will help you offload the goods from the truck and bring them into the first dry area of your building.

Installation

Complete installation services are available; please inquire with your sales representative regarding restrictions and pricing.

Tracking Your Order

If you’ve already submitted your order, you can check the status of your order by visiting the Order Status page. Questions? Contact our Customer Service department at 888-793-4999, option 4.

Dual Limited Lifetime/25-Year Warranty

What Is Covered?

Any defects in materials or workmanship with exceptions stated below.

How Long Does Coverage Last?

Our exclusive Limited Lifetime Warranty covers all Academia Furniture Industry products for the original purchaser’s lifetime. With regard to other products, our Complimentary Extended Warranty runs for 25 years from the date of your purchase order.

What Is Not Covered?

This Warranty does not cover rest mats, foam on seating, mattresses, normal wear-and-tear, fading or discoloration caused by exposure to sunlight or chemicals, electronic equipment, consequential damages, incidental damages, labor to uninstall warranted product, and labor to reinstall repaired or replacement product. All chairs on our website (except children’s chairs) are guaranteed to hold up to 250 pounds of static weight. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

What Will Hertz Do?

Hertz will repair or replace the defective product as it sees fit, including tailgate delivery of the repaired or replacement product.

How Do You Get Service?

Contact Hertz Customer Service at 888-793-4999.

How Does State Law Apply?

This Warranty gives you specific legal rights, and you may also have other rights that vary from state to state.

Returns & Damages

Returns: How do I return my order?

A return authorization must be issued before returning any merchandise. A restocking charge, as well as round trip freight charges, will be charged.

All items must be in the original carton, unassembled and unused. Please note that returns cannot be made after the product has been assembled. Custom orders are non-returnable. Many products (e.g. upholstered items) are considered custom items and are non-returnable. Please call us at 888-793-4999 for details.

Returns cannot be made after 30 days.

Damages: What if my Order is Damaged?

Please count and examine all packages at time of delivery. If there is a shortage, please note how many cartons are short on the delivery receipt. If the cartons are damaged, please note the damage on the delivery receipt. If the cartons are severely damaged, do not accept the shipment. The customer has a right to accept partial shipments and refuse the remainder damaged units. If a carton shows appearances that contents inside may possibly be damaged, insist that it be opened right at that time, and both you and the driver should make a joint inspection of the contents. Any such concealed damage should likewise be noted on the delivery receipt and on your copy. Be sure to retain your copy. Hertz should be advised immediately.

If concealed damaged is discovered after the receipt of the merchandise, Hertz Furniture must be notified within 10 days to enable Hertz to replace parts or the damaged product at no cost to you. Please contact our Customer Service Dept. at 888-793-4999 to report any type of problem you encounter, and our customer-service team will assist you to resolve the problem.

Shipping Claims

If your order was damaged in shipping, Hertz Furniture will file a shipping claim on your behalf. Here is what you should do after notifying Hertz Furniture:

• Retain damaged items — not only must damaged items be held at the point where received, but the cartons and all inner packing materials must be held until an inspection is made by a carrier inspector.

• Document all your correspondence in writing. If possible, please provide pictures of damaged containers as well as the contents of the containers. This documentation will enable Hertz to settle the claims faster and more efficiently.

Steps to take when carrier makes inspection of damaged items:

• Have damaged items in receiving area. Make certain the damaged items have not been moved from the receiving area prior to discovery of the damage. Allow inspector to inspect damaged items, cartons, inner packing materials and freight bill. Be sure to retain your delivery receipt. It will be needed as a supporting document when claim is filed.

• After the inspector fills out inspection report, carefully read it before signing. If you do not agree with any facts or conclusions made by the inspector on the report, do not sign it. Unless repairs will be completely satisfactory, be sure the inspector requests replacement on the inspection report.

• Forward your copy of the inspection report and delivery receipt to Hertz Furniture and a freight claim will be filed on your behalf. Should you choose to do so, you may file your own claim. Hertz will take no responsibility should your claim be declined.

Steps to take after inspection has been made:

• The damaged merchandise must be held in original cartons. Hertz will advise you of the disposition of the damaged unit when the claim is settled. The customer must make the product available for salvage pick up.

Miscellaneous

Sales Tax

Hertz Furniture only charges sales tax on orders shipping to CA, NJ, NY and PA.

Payments

In an instance where the customer has an open account with Hertz, payment is due 30 days after the date of invoice. The customer is required to pay for products received, but not for products that are on backorder.

Delinquent accounts are subject to a 1.5% monthly interest fee and the customer will be responsible for legal and collection fees.

Jurisdiction for all legal issues will be the court system of the State of New Jersey.

Purchase Orders

Hertz Furniture gladly accepts purchase orders from public schools, government organizations and approved accounts. We only process purchase orders upon receipt of a signed copy. If you are an approved account, simply fax your signed purchase order to 800-842-9290 or follow the steps in our web checkout. If you are not yet an approved account, give us a call at 888-793-4999 extension 1143.

Disclaimer

The prices on this website are only valid for orders placed directly through the Internet. Hertz is not responsible for errors on this website. Prices and specifications are subject to change without notice.

Suggestions

At Hertz we value our customers’ opinions. Please feel free to send us any comments or suggestions to feedback@hertzfurniture.com.