Customer Service Policies

Shipping & Delivery

If there is an Authorized Echelon Dealer in your area your merchandise will be shipped directly to the dealer for free in-store pick-up. If you would like to arrange Local Home Delivery please do so with the local store you select for pickup. In most instances there will be an additional charge for this service. When there is no Authorized Echelon Dealer in your local area for an additional charge all furniture items will ship directly from our Distribution Center in New Jersey to your home. See our Direct Home Furniture Delivery Policy below for more information. Delivery times will be based upon inventory availability, the distance from our New Jersey Distribution Center and timing of deliveries to our Dealer Network.

Direct Home Delivery

If there are no authorized stores within your delivery area, you are eligible for Direct Home Furniture Delivery in the 48 continental states. Your order will be handled as follows:

• Within three days of receipt of your order, Echelon Customer Service will contact you to confirm your purchase and give you an estimated date of delivery to your local distribution center.
• If your item is in stock, your order could take between 2 to 6 weeks for delivery.
• Once your furniture arrives at your local distribution center, our delivery service will contact you to schedule a delivery appointment with a 4-hour window. Additional charges will apply if you cannot accommodate the 4-hour delivery window.
• A trained and uniformed delivery team will arrive within your scheduled delivery window.
• Look over your shipment carefully. Damaged or defective items must be indicated clearly on the paperwork before the delivery service team leaves your home.
• Due to the cost of shipping furniture, you cannot return furniture once it has been delivered. Only damages claimed at the time of delivery will be approved for credit and/or replacement.
• Please note that complicated furniture assembly may require additional charges. Check with Customer Service if you have questions.

Sales Tax Policy

By law we are required to collect the appropriate State and local taxes for all orders delivered to a State where Echelon has Nexus. Most states also require us to charge tax on the shipping/delivery charges incurred. All deliveries to states where Echelon does not have Nexus will not be charged Sales Tax.

Privacy & Security

When you place your order, we request your name, billing address, shipping address, email address, Credit Card Number, Expiration Date and the CVV Number on the back of your credit card. We consider this information to be private, and we keep this information on a secure server to protect it from outside parties. We use the information only for the limited purposes of processing your requests, administering our site, notifying you of products or special offers that may be of interest to you. We do not share or sell your private information with any third party.

Contact Customer Service

If you have any questions, concerns, or comments please Contact Us. We would love to hear from you.