Ordering, Shipping & Returns
We are pleased to have you as a customer and look forward to providing you with innovative contemporary and modern furniture for your home or project. We understand that you might need to know about the ordering process, payment methods, returns, replacements and shipping of your furnishings so we have put together these answers for you. You may also call us with any questions.
Note: As of October 2016, the Shopping Cart has been disabled, this means that you cannot shop through the site, although we still work as we usually do. Molecule Design Store still offers products from our many local, national and international partner brands for sale. We will be glad to continue to assist you as we’ve had so far through our showroom in Santa Fe, NM or by phone with any of your product needs or questions. All of our brands Quickship anywhere in the continental US, this represents shipping schedules of 4 to 7 days. Some products from our brands are ordered on a custom basis, standard custom estimated delivery schedule is 12 weeks.
We are a hands-on customer service company. We pride ourselves in offering great service. The goal is to make it easy on you. We place the order for you and you don’t have to worry about anything else, until you receive your furnishings. We follow your order from beginning to end to free you from the common hurdles that come with the industry, like lost or damaged items in transit, order processing mistakes, stocked and manufacturing delays or discontinued items. We communicate with you every step of the way and adjust accordingly.
Please call us or write us with your ordering needs. We can send any information you might need about your product, like swatches and spec sheets, availability, color options and pricing.
We accept any major credit card, including American Express, Visa, MasterCard, and Discover, debit cards tied to a checking account, and checks.
RETURNS – REPLACEMENTS
Returns are not accepted, but replacements are offered when receiving a damaged or defective good. When ordering goods, please notify the driver immediately before they leave, keep the packaging, and contact Molecule within 3 business days of receipt in order to process a replacement. This policy does not apply to minor variations typical of hand crafted products. Special orders involving custom fabric choices, metal finishes, or wood options are not accepted for returns. Non-authorized returns will incur a 25% restocking fee and extra shipping charges.
We will accept cancellation of your order for items that have not shipped or that are on back order. Once an item has shipped, cancellation is not possible. Custom and special-order items cannot be cancelled.
General shipping for large items within any of our brands Quick-Ship programs is 4 – 7 days after order has been processed. Sometimes that might extend to 15 days. Custom orders generally incur a timeframe of 6-14 weeks, varies per vendor and origin. Once in a while we see our brands running out of stocked warehouse inventory, which is part of their manufacturing cycles. Any information regarding this situation, is generally monitored and followed up with. Molecule has no control on manufacturing timeframes and lead times. Specific schedules or delays are usually notified.
Is the standard method of shipment and consists of 1 man delivery to door. It does not include inside delivery or any additional accessories. By definition, curbside delivery means that you are required to meet the delivery truck in front of your home, and you are responsible for receiving the product from the truck.
SPECIAL DELIVERY SITUATIONS
Can be arranged on special notice. These would include: military facilities; high-rise, above two flights with no elevator present; spiral, narrow configurations; remote or mountainous areas; island areas requiring access by ferry. Will be explored and quoted accordingly.
Most shipments ship via UPS Ground, FedEx Ground, or USPS Priority Mail or Freight Carriers. Freight companies contact customers to arrange a delivery appointment, and it generally includes curbside delivery.
- White Glove Delivery and Special Arrangements have to be scheduled separately.
Shipping schedules vary and will be specified. We ship only domestically at the moment.
WHITE GLOVE DELIVERY
Is offered as an option and is available for many items shipping to most locations for an additional charge. White Glove delivery includes 2 man lift gate, assembly of your furniture; placement of furniture where directed; and removal of all packaging materials. Quoted delivery times are typically the same as standard delivery.
Any orders placed internationally cannot be applied to the Standard Shipping options/prices. Call or email for a shipping quote. Molecule cannot be responsible for changes, lost shipments, shipment tracking, or shipping customs and insurance. Molecule uses USPS International First Class for shipping abroad for small items. Please note: Tracking and/or shipping insurance is not available while shipping outside the USA with this service.
Orders may incur shipping charges and will be indicated accordingly.
Framed art will require special shipping and will be quoted accordingly.
DELIVERY IN NEW MEXICO
Delivery in NM is available with one of our delivery services. It will be quoted accordingly.