Ordering Furniture
Why should I order with Santa Fe Ranch?
Santa Fe Ranch is committed to giving you the very best value for your money - through competitive prices, products, & exceptional service. Today, consumers have no shortage of options where to buy furniture online. Unfortunately, many online furniture stores come and go, and it is therefore essential to deal with a reputable company that has experience selling furniture online and has the resources to safely deliver throughout the United States. Santa Fe Ranch is credited with pioneering the concept of selling furniture on the internet since 1999, in store for over 25 years, and today is one of the largest western online furniture stores.
How safe is shopping on SantaFeRanch.com?
It is vitally important to Santa Fe Ranch that you can give us your personal and payment details over the internet in complete confidence. That’s why we have invested in the most advanced site security available through Norton and Sucuri. It provides all the protection and assurance you need to make any transactions or give personal information privately and securely.
How do I place an order?
Once you have selected your furniture, add the items to your shopping basket. Each item is individually priced. You will be invited to choose our standard delivery, white glove delivery, or you may opt to collect your order from your local store or distribution center (aka collection point or warehouse). Then simply follow the prompts on screen for your billing and delivery details, finally select your payment method and, when you are ready, submit your order.
If you have any special instructions or important information, about access to your property for example, please tell us in the 'Delivery Instructions’ box.
If you miss any details, an error page will ask you to check and complete them before you move on. Once you complete your order, a screen will appear confirming the information you have given us. At this stage you will have the chance to make any changes to your selected furniture, delivery address and payment details. When you’re sure the order is correct, click the ‘submit’ button. You’ll automatically receive a ‘Thank you’ page. Please print it out for your records.
An automatic acknowledgement email will be sent to you with brief details of what happens next. You will also your Santa Fe Ranch order number and delivery details, including any contact numbers you may need.
Do you charge sales tax?
There are currently no taxes charged, except for Florida residents. We do not collect sales tax for states outside of FL; however, you may be responsible for reporting your purchase and paying sales tax directly to your state.
Will I receive an order confirmation?
Your official Santa Fe Ranch order confirmation will be sent to you in your email as part of a customer welcome message. If purchased it will also include your 5 year structural guarantee and, if appropriate, your guardsman leaflet.
Can I make changes to my order?
If you want to make any changes to your order, e-mail usor telephone us for free on 800-651-2747 for further assistance. We will do our best to help. Early alterations within a few days aren’t usually a problem. However, once the goods are in production with the manufacturer we are bound to accept them, so we may have to charge you a cancellation fee to cover our costs. Please note that when merchandise is ordered at different times we cannot guarantee colour matching due to variations between batches. Changing an order may cause a delay with your delivery time and may alter the price you have been quoted.
How do I measure properly?
It is important to check that your furniture will go into your room before placing your order. To avoid disappointment, please refer to our Online Measuring Guidefor assistance.
Can you tell me the availability of a specific item?
Before you select a product to buy online an indication of the current lead time for delivery will have been given on the product page. Please be aware that this information changes daily. Santa Fe Ranch cannot be held responsible for delays beyond our control. We will inform you as soon as we become aware of any changes in the time original given when you placed your order. For more information, contact us by e-mailor call free on 800-651-2747 for further assistance.
Where is my order?
If you wish to check the delivery of your order, please e-mail usor call us for free on 800-651-2747 for further assistance.
Do you price match?
Santa Fe Ranch believes in offering the very best value. In the unlikely event that you find the exact same item for sale elsewhere at a lower price (including offers) before your furniture is delivered, we will gladly match that price and refund the difference.
What if my order is late?
You should have been given an estimated delivery time. If it changes, we will let you know as soon as possible. While Santa Fe Ranch cannot be held liable for any delays which are beyond our control, we will make every effort to keep you informed. If you have any delivery problems, please e-mail usor call us for free on 800-651-2747 for further assistance.
Delivering Furniture
Where do you deliver?
Online we currently offer our delivery services including the upgraded White Glove Delivery Service to customers in the Continental U.S. If, however, you live somewhere which is outside of the Continental U.S, we cannot guarantee that we will always deliver within the time quoted.
For customers who live in Hawaii or Alaska, or outside the U.S. additional delivery charges will apply and will not be included in our Free Shipping special. Please contact the online office on 800-651-2747 for more details. You may complete your order via the website in the normal way. At the end of the process, however, you can choose to submit your details for a quotation by choosing the pay by phone option, and we will call you back within 24 hours; or you may phone us direct on 800-651-2747 for further assistance. We can also process your order over the phone.
Will you assemble my furniture?
For most items delivered from the Santa Fe Ranch they come fully assembled. However there are a few exceptions. Some of the items where customer self-assembly and/or installation is required include:
- Some bedroom furniture
- Feet screwed onto sofa items
- Items marked as KD or knockdown
This list is not all encompassing, and will vary from time to time as our ranges and products change. To help you we try to indicate in the product text where self-assessment is required. If you wish to engage an independent fitting service we may be able to assist you. Any suggestions we make, however, are not for companies directly linked to Santa Fe Ranch. You may wish to employ a tradesman of your own choice. In all cases additional local charges will apply. Most of the assembly is very light and assistance can be offered by calling one of our staff.
What happens on the day of delivery?
You will be contacted in advance by a member of our Premier Delivery Service team, who will advise the schedule day your furniture should arrive. Please make sure all access points are clear of obstacles. You should also ensure there is someone in your property to receive and sign for the furniture. Click here for our Online Measuring Guides.
What happens if I am out when you deliver?
As all deliveries need to be signed for, we will be unable to leave your furniture and it will be returned to the distribution centre. Someone will contact you to arrange a further delivery date. There will be an additional extra delivery charge.
Can I nominate a day or time for delivery?
For many of our shipments we do have the ability to keep items in storage with the shipping provider. We would appreciate you letting us know of any foreseen delays while placing your order so we can verify this.
When you order your furniture, we will give you an estimated delivery date. When your goods have been received at our local distribution centre, our Premier Delivery Service team will contact you to confirm the scheduled delivery date and time.
Can you take my old furniture away?
Unfortunately we cannot at this time. In our years of business what we have found is there are many families who would love your second hand furniture items in your local area. We recommend the Salvation Army as well as Faith Farm.
If you do not have these companies in your area we would be happy to help you find another charitable organization local to you to help. If you have any further questions on this subject you are welcome to contact us at any time. E-mail us or telephone us for free on 800-651-2747 for further assistance.
Can Santa Fe Ranch store my furniture?
This all depends on what items you are ordering and what length of time they would need to be stored. Many times we can coordinate your order so that we can meet your desired dates without any issues. This is on a case by case basis so please let one of our knowledgeable staff help you by calling 800-651-2747.
What if my furniture does not fit?
When ordering furniture it is important to check that it will fit into your house and your room. Please check all doors, stairways and the space it has to go into carefully. Click here for our Online Measuring Guide. If the worst happens and it really won’t fit in, we will do our utmost to help you come up with an alternative. E-mail usor phone us for free on 800-651-2747 for further assistance.
Can I order on Santa Fe Ranch Online and collect from a store?
Yes, the selected distribution centre (aka collection point or warehouse) will contact you on receipt of your order and advise collection times. Details and contact numbers for the relevant distribution centre will be sent to you in an e-mail acknowledgement of your order. Please note we do not stock every single item on the website so the delivery times quoted on the site may be similar to pick up options.
Do you deliver overseas?
We have a list of approved countries we will deliver to at this time. Payment must be made via certified check or bank check and payment must clear before order is released. You may nominate to use your own shipping company and if necessary palletizing company. Any applicable taxes or tariffs in your home country will be your full responsibility. Many warranties and extended warranty options do not extend to goods which are taken out of the US.
Payment
How do I pay for my Goods?
When ordering online, after choosing your furniture you will be asked to select your preferred method of payment from card payments. Once you have made your choice, simply follow the instructions on screen until the process is complete.
We accept all major credit and debit cards including MasterCard, Visa, Mastercard American Express. We also accept Paypal and check payments online via Intuit.
Upon our receipt of your payment, and the successful processing of your order, we will send you by email an order confirmation. This also serves as a receipt.
Can I just pay a deposit?
If any item in your shopping basket has a lead time of 4 weeks or more and you have chosen to pay by debit or credit card, you may opt initially to pay a deposit of 50% of your order value, with the final balance to be settled prior to delivery. (For certain ranges which are delivered direct to you from our suppliers, final payment may be required up to 14 days before delivery, so as not to delay shipment.)
If you have any problems making your final payment, please contact us directly at the Online office for free on 800-651-2747 and we will do our best to assist you.
How do I pay my balance?
Generally payment is made within 1 week before we deliver. However on a selection of furniture, which are delivered direct to you from our suppliers, the balance may be required up to 14 days before delivery, so as not to delay shipment.
Having chosen to pay a deposit, in the first instance we will assume that you will be happy for us to automatically request, via our Secure Payment Provider (SSP), the balance outstanding against your order without prior need to notify you of this transaction.
If this should not be the case please let us know anytime by email or phone and we will be happy to either email or contact you by telephone to confirm when the final payment is to be debited from the card originally used for the deposit.
If you have any problems making your final payment, please contact us directly at the Online office for free on 800-651-2747 and we will do our best to assist you.
Will I get a receipt for the final payment?
Whichever way you chose to give us authority to take final payment from your card, paypal, or check we will then submit a request via our Secure Payment Provider (SPP) for the amount outstanding. Following the successful completion of this transaction, a receipt will be sent to your billing address by email.
Final payment unless we are noted otherwise will be made using your initial payment method.
Please remember, delivery cannot be made unless cleared funds have been received by us. We will always aim, where possible, to deliver all items ordered together.
If you have any problems making your final payment, please contact us directly at the Online office for free on 800-651-2747 and we will do our best to assist you.
Cancellations and Refunds
What if I wish to cancel my order before delivery?
If, after having placed your stock order, you have a change of heart for whatever reason, you may cancel your order as long as it has not shipped out. All you need to do is call us or by e-mailing us. Once we acknowledge receipt of your cancellation, you will receive a full refund using the same method as your original payment. A cancellation notice, together with your receipt, will be posted to your nominated address.
Custom Items or Special Orders
If the items ordered are custom or special order, we will have commissioned a supplier to make them specifically for you. The only way these can be cancelled is if the supplier has not started on your order. In special circumstances a supplier will issue us a cancellation fee which would could be paid by the customer to cancel the order.
What is the difference between stock and custom/special orders?
Stock items are items that are in stock either in store or with our supplier. Custom/special orders items are made to order or ordered in for you specifically.
Delivery times are clearly stated on all product pages near the ‘Add to Cart’ button.
What if I don’t like it after it’s been delivered?
If your order has been conducted only through our website, you have 30 calendar days from receipt of your furniture in which to advise us in writing that you do not want to keep the goods. Notification can be sent via email or by phoning in for the necessary forms.
After we have acknowledged your request, we ask that you do the following to assist with uplift of the goods:
- a) Ensure that the furniture is returned in the condition in which it was received. We will not be able to refund the goods in full if there are any signs of damage or use/misuse.
- b) If your item was shipped with our "Free Shipping," we will charge our "actual" outbound shipping charges as the shipping charges are included in the price but customer will still be charged the round trip shipping costs incurred by Santa Fe Ranch. All returns are subject to a 25% restocking fee. Returns are only accepted in their original boxes, and should be unassembled.
- c) Please note we cannot accept the return of the following items:
Mattresses or bedding unless un-opened and in their original packaging.
Once the goods are back at our local warehouse and have been inspected, we will confirm the refund amount due by e-mail and make the repayment within 30 days. A final cancellation notice together with your receipt will be posted to your nominated address.
Please note for card refunds it can take up to 7 working days from the date that we process the repayment for your account provider to re-credit you with the amount due.
Custom/Special Order Items
We regret we are unable to accept the return of these goods as they have been specially made at your request.
Returns and Exchanges
What do I do if my furniture arrives damaged?
Naturally we try our best to deliver all our furniture in good condition. At Santa Fe Ranch we have spent many hours talking to our suppliers about packing and shipping our products so they arrive safely. We are constantly looking for ways to improve these standards. Our stores also pride themselves on having the best delivery teams in the business.
It is disappointing for you and us when occasionally things go wrong. When your order has been unwrapped in your home and there are signs of transit damage, please follow these guidelines:
- - In the event of an item arriving damaged, please save the original packaging and notify us and the shipping company immediately. Damages to items shipped must be noted on the delivery receipt before signing and reported to us immediately.
- - Depending on the issue we will arrange for a full replacement, or replacement parts, to be rushed out as quickly as possible to the customer. We will take the quickest route to remedy the situation. In the event a replacement is delivered to you before original shipment is returned, you are responsible for cooperating with the return of the original item.Failure to return the damaged item will cause us to charge your credit card for the non-returned item.
- - If the product is refused and damage is noted on the delivery receipt; we will send a replacement, or the necessary parts, to correct the problem at our expense. If customer does not allow Santa Fe Ranch to send a replacement or a possible repair and would rather cancel the order then let us remedy the problem, customer will be required to pay a 25% restocking fee and actual shipping charges.
- - Customer agrees to allow Santa Fe Ranch, the manufacturer, and/or our shipping agents the opportunity to remedy the damage or defect issue. Customer agrees to accept the remedy selected by Santa Fe Ranch, the manufacturer or the Santa Fe Ranch shipping agent. Remedies may include, but not limited to repair by a professional furniture repair technician, part replacements, both repair and part replacements, or a full unit replacement, all at no cost to the customer. If only a portion of your shipment is damaged and you refuse to allow Santa Fe Ranch, the manufacturer or Santa Fe Ranch's shipping agent the opportunity to remedy the situation, then please note you do have the option to return the entire order and you will be refunded the purchase less a 25% restocking fee and actual round trip shipping fees.
- - The Santa Fe Ranch delivery team will complete an incident report form (if appropriate) to record the problem. They will ask you to sign it and they may also take photographs to accompany the paperwork.
- - The Incident Report form will then be returned to our store. It will be logged against your order number, and assessed for necessary further action.
- - Our Customer Care team will then contact you to arrange a technician to visit and repair the problem to manufacturing standards, generally within 7 days. If he/she is unable to resolve the matter on the first visit and parts are required, we will work double time to source them as quickly as possible.
- - In the event that a repair cannot be made, we will replace the furniture at no cost to you. The goods that are deemed faulty revert to the ownership of Santa Fe Ranch, and must be in our possession before a replacement may be issued.
What if I discover a fault with my furniture after delivery?
Faults that develop after 30 days of Delivery: In the unlikely event that one of our items is to develop a fault, please call our Product After Care Team: 800-651-2747 or via our On-line store to discuss the options. Your options may vary depending on the individual circumstances including the length of time that you have had the item and the nature of the fault.
Service
What do I do if I have a complaint with an online order?
Our continued success depends entirely on our customers’ satisfaction with our service, and on the quality and reliability of the products we sell.
Whatever assistance you need, please do not hesitate to e-mail us or call for free on 800-651-2747.
Address Details:
Santa Fe Ranch
12399 NE 224th St.
Okeechobee, FL 34972
