Special Orders -
An order placed for furniture not considered a floor model or warehouse piece is referred to as a “special order”. Your order is placed after receipt of payment in full and agreement to the Terms & Conditions. Should there be a problem with either availability or production time, we will notify you as soon as possible. Please note that we try to accurately estimate production and delivery time frames, but actual schedules may vary and cancellations are not accepted after 24 hours from the date of purchase. Quoted production and transit times are estimates only. Please inquire for expedited shipping options.
Delivery Policy -
Pacific Home will notify you when your items arrive into our warehouse and are verified to be free of damage or defect and available for delivery. All outstanding balances must be collected prior to scheduling delivery. Pacific Home offers standard delivery at a flat rate of $150, for Full Service inside delivery on the islands of Oahu and Maui with the exception of some remote which may incur a surcharge. Delivery services for all other islands and locations are billed separately and are the responsibility of the customer. Full Service delivery fee covers deliver of 1-10 pieces. Additional pieces are charged separately. Full Service delivery service includes delivery of items, unwrapping items, removing packing material, assembling items as necessary and placing furniture appropriately in the space. If the delivery is deemed difficult the customer may be asked to sign a damage and liability waiver for their property and the items being delivered. Pacific Home requires 24 hours for cancellation of your scheduled delivery. A cancellation fee of $75 and a minimum redelivery fee of $100 will apply if you are unable to accept a scheduled delivery and a second trip is required.
When you elect to have an item delivered, we send the delivery company your information. The company will then contact you directly to provide you with a quote and set up a convenient time for delivery. Most deliveries are completed within several days after we receive your balance due, except during very busy periods. Deliveries outside of the Bay Area may take longer to schedule.
Delivery is contracted directly between you and the delivery company, you pay the delivery fees directly to them (we resolve no compensation). Delivery charges are not included in the price of the items unless negotiated and written into the sales order. Charges vary depending on the size and number of items, location, and difficulty of delivery.
Small items may be picked up from Mscape’s 6th St. location in San Francisco. Should you wish to pick up larger items, you will be required to go to the warehouse operated by the delivery company. Normal business hours for the warehouse are Monday to Friday 9am – 5pm. A will call fee of $35 generally applies. Additional charges may apply if you require help loading an item at the warehouse, or wish to pick up outside of normal hours.
Please inspect items upon delivery or prior to pick up. We are not responsible for damage incurred after delivery or during pick up. Please note that most special order furniture items are large, heavy, and travel long distances from the manufacturer. As a result, VERY minor cosmetic defects occasionally happen. Should the vendor involved find such defects to be replaceable, we will make every effort to coordinate the delivery replacement. In the event of defects, Mscape may repair or replace merchandise or refund the purchase price at its sole discretion. Mscape assumes no liability for damages incurred due to misuse.
Returns: Stock floor model merchandise is returnable within 30 days for store credit. Mscape is not responsible for scheduling and coordinating returns to the store and does not incur the costs of doing so. Returns after 30 days are subject to approval and may incur a minimum 15% restocking fee. Special orders may not be returned.
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
delivery on oahu
we offer white glove delivery service on oahu. for a flat rate of $150, we will deliver up to 10 items, anywhere on the island. this deluxe service includes point-to-point delivery, assembly, and final placement of your items for your convenience.
delivery on maui
we offer white glove delivery service on maui, for a flat rate of $150. additional rates may apply for delivery of multiple items and to certain remote areas. please inquire for more details.
shipping to outer islands
for our customers on outer islands, we offer two options. option 1) dock delivery. for a flat rate of $150, we will deliver your items to young brothers ltd. option 2) full service delivery. pacific home will coordinate the consolidation, shipping and inside white glove delivery of all items. additionally, pacific home will manage the resolution of damages should they occur.