Welcome to Hickory Creek's Customer Care Center. Here, you
are the most important person around. It is our sincere
wish to provide you with the friendliest, most accurate,
and most timely service in the industry. Please choose the
service option that best fits your needs and we will attend
to your question and send the appropriate response within
24 hours of your request.
Design Portfolio
customerservice@hickorycreek.com
Hickory
Creek Call Form
Email tracking@hickorycreek.com
if you have not received a shipment confirmation via email.
If you have received a shipment confirmation, please click
on the button below and enter your tracking number for up
to the minute information about your order.
To
track a previously submitted part request, return request,
damage report, or defect report, please click
here
If
your item was damaged in transit and you notified your driver
at the time of delivery, please click
here
If your item is defective, please click
here
If
your shipment is missing a part or hardware, please click
here and we will process your request. Most parts are
shipped within five days of request via UPS. You may submit
your request online.
If
you wish to return your merchandise, please click
here
Returns
must be pre-authorized. Shipping must be pre paid before
returning items, and pick up arranged with the freight carrier.
Refunds will be given less original freight or delivery
charges.
We
value your input and use it to improve our services. If
you have some advice for us, or just have something you'd
like to share, please click
here
We want you to be happy with your furniture
purchase, so please read below to understand our purchase
policy.
We guarantee
our furniture to be free of damage or defect. In the event
of damage or defect, please contact Customer Care for prompt
resolution of the problem. More specific details about each
problem are found below.
If
your item is damaged in transit, you must notify the driver
at the time of delivery and have him/her note the damage
on the delivery receipt before you sign for the merchandise.
Then, contact our customer care department within five days
of receipt or refusal of merchandise so that we can ship
a replacement for you right away. For details on submitting
a damage report, click here
If
your item is damaged in transit, and you do not notify the
driver at the time of delivery, or if he/she does not indicate
damage on delivery receipt before you sign for the merchandise,
you must file a claim with the freight company yourself.
We are only allowed to file the claim on your behalf if
you notify the driver at the time of delivery and damage
is noted on the delivery receipt prior to you signing for
merchandise. Once you sign for the merchandise without exception,
it belongs to you and becomes an issue to be handled between
you and the freight company. When your merchandise ships,
we send you an email with detailed receiving instructions,
and your shipment is also clearly labeled with receiving
instructions so that we can avoid this problem. If you fail
to follow these instructions, your claim will be handled
by the freight company. For details on submitting a claim
with the freight company, click
here
If
your item is defective, simply contact customer
care within fourteen days or receipt of merchandise
so that we can ship a replacement for you right away. For
details on submitting a defective item report, click here
We
advise you to be an informed consumer and resolve any issues
before placing an order to insure your satisfaction. It
is more difficult to ship furniture than other mail order
items, so we like for you to be sure before making a purchase.
If for some reason, you are not happy with your purchase,
and would like to return an item, you may do so in writing within 30
days with prior approval. If your order has already shipped, you
will be responsible for all costs associated with returning
the furniture and as long as it is received in good order,
you will be refunded the total purchase price less freight/delivery charges. For details on requesting a return
ticket, request return receipt
form.
Some
of our manufacturers offer extended warranties. You will
receive manufacturer warranty information with your order.
In addition to any manufacturer warranty, Hickory Creek
warrants your furniture conditionally for one year after
the purchase date. In the event that you have a quality
issue within one year of receipt of merchandise, simply
contact us through our customer care center, and we will
review the situation and take appropriate action. Due to
differences in how customers treat their furniture (excessive
wear, placing in direct sunlight, outdoors, in a moist environment,
etc.) we do not offer a blanket warranty. We assess each
quality issue individually and make no promises about refunds
or replacements prior to inspection of goods or inquiry
through our customer care center. We take care of our customers.
We also offer optional warranties for purchase.
