Note to customer: We have tried to cover the most common issues here in this section, however there may be questions you have which are not covered. Also know that the following policy statements are broad and designed to be “in general”. We encourage you to contact us directly to discuss any issue that is of particularly interest to you and we will address the issue more fully. Our goal is for each customer to have a positive buying experience and to set policies which allow our organization to function efficiently & ethically. We are constantly monitoring our business practices with the goal of finding ways to improve our efforts in meeting our customer’s needs, so please check back often for updates.
Q: How do I order?
A: We take all orders over the phone via a toll-free number & a factory trained sales staff member. We do this to insure the accuracy of the ordering information and to take the opportunity to see if your order qualifies for any current promotions. If you know exactly what you want when you call, ordering time can be as little as 5 mins. Also know we are here to provide suggestions when requested, answer questions, and will take all the time needed to insure you are getting exactly what works best for you. Remember, our store is 100% dedicated to the Ekornes product line and our staff has helped thousands of customers over the years.
Q: What is your return policy?
A: If for some reason you feel the need to return an item purchased from ELG Online, first we ask that you contact us within 48 hours of delivery and discuss the issue. If ultimately the issue cannot be resolved and a return is authorized you will need to return the item in its original shipping carton, prepaid to our warehouse. Once inspected and considered to be in “like new” condition we will provide you with a refund. Additionally, due to credit card transaction fees and other expenses incurred with processing your order, all returns will be subject to a 20% restocking fee which will be deducted from your final refund. This return policy only applies to stock orders (items ordered within the Ekornes sponsored stocking program), custom orders can only be returned in cases of damage.
Q: What if my order arrives damaged?
A: When your order arrives do your best to inspect the delivery before signing. Understanding that this is not always possible, at least inspect the outside carton and if it appears to have been damaged include the word “damaged” next to your signature. Once fully inspected, if the contents have suffered injury call us immediately, take pictures if possible and await further instructions from our shipping dept. Our goal is your satisfaction and we will give the matter priority until resolved.
Q: What is “White glove delivery” and/or “In-home setup”?
A: For larger orders (sofas, sectionals…etc) you may want to use an alternative delivery service called “White Glove”. This service not only delivers your order but additionally allows for trained movers to bring the items into your home, unpacks your furniture and places it at your direction and hauls away all the shipping debris. This service is even more valuable if your delivery requires the climbing of steps or staircases. This is a premium service and will cost extra and is quoted for each individual delivery. The average is between $200.00 & $400.00 depending on several variables.