Support & Policies
- - - - - SUPPORT
// For general inquiries : contact Main Monger
// For issues with existing orders : contact Support Mongers
- - - - POLICIES
All items have a 1 year warranty. The warranty begins on the date your item(s) are either delivered to your home / offices, or picked up from one of my warehouses. For applications of the warranty, please see the Damages & Missing Components / Hardware section (IV.) below.
A. The Basics
Shipping charges are non-refundable. This applies to both standard charges and return shipping fees.
I ship within the continental 48 States and Washington DC. Apologies to our enthusiasts far afield.
Next, I charge a flat shipping rate for each one of our items. This rate varies depending on the size of the item purchased. You may determine your aggregate shipping cost in the “Get Shipping Estimates” section of your Shopping Cart. This total will appear on the Checkout page as your Shipping charge after you have entered your shipping address.
B. How it Works
I process and ship orders in 1-5 business days. Your item(s) will be shipped by either FedEx, UPS, or by DHL Domestic for most Living items and Tables.
Once your item(s) have been shipped, you'll receive an e-mail notification with your tracking information. If you do not receive this notification within the order processing period, please contact support.
All shipments are made from my California warehouses. Depending on your zip code, delivery will typically take 1-5 business days.
Most Living items and Tables (basically, anything that’s big) are delivered by crate via DHL. For large/heavy items, I recommend that you have some friends or helpers on hand to receive these items. Crates may be opened using a chisel and mallet, crowbar, or similar prying tool.
Lastly, DHL deliveries are “curbside” only; DHL deliverymen will not bring an item into your home / offices unless otherwise specified. If you would like to purchase in-home / in-office delivery and rubbish removal services, please contact support. These additional services are an additional $125 - $250.
III. SALES TAX
What about sales tax when you place an order?
CA sales tax is 7.5%. Local sales tax rates will apply to Los Angeles and Orange County.
IV. DAMAGES & MISSING COMPONENTS / HARDWARE
Something has gone wrong. Your item(s) has arrived damaged. Or, say, you received a Satin chair shell, but not the Wood-Base. Or an item has become damaged within the warranty period. Or its missing a few pieces of hardware. And the world has become a little less awesome.
First, please read the general information below, as well as the appropriate section for your specific issue. Next, contact support, and I’ll address your issue within 1-2 business days.
In general. Above all else, please send photographs of the damage(s) to your item(s). This will help me quickly assess the nature of your issue, and it is required for the shipment of a replacement component or hardware kit. I also appreciate a written description of the damage and how it happened to clarify things a bit.
Once able to verify the damage to your item(s), I will organize shipment of all necessary replacement components / hardware kits in 1-4 business days. Unless otherwise noted, we will ship these components / hardware kits free of charge. :-)
A. For item(s) that arrive damaged.
Apologies. Please contact within 14 calendar days of the date your item(s) is / are delivered. If I do not hear from you within the 14 day period, you may thereafter return your damaged item(s) in accordance with the Return policy. For more information, see the Returns & Refunds (V. A.) section below.
B. For item(s) that arrive without all components.
Please contact within the One Year warranty period.
C. For item(s) that have become damaged through regular use.
Oh no! Please contact within the One Year warranty period. For best practices in the maintenance of chairs, I recommend you refer to our Assembly Guide.
D. For item(s) that are missing hardware.
Please contact within the One Year warranty period. Whether your item(s) arrive without all requisite hardware, or whether this hardware goes missing somehow, you're covered.
Please note, I will only replace those specific components / pieces of hardware of your item(s) that are verified to be damaged or missing.
Lastly, I reserve the right to determine what constitutes a damage. That’s a fancy way of saying an item(s) may not necessarily require replacement components / hardware kits. If that is the case, we will provide hands-on instructions to help resolve your issue. |:-)
V. RETURNS & REFUNDS
A. The Basics
To organize a return, contact support. For a step-by-step guide to the return process, see our How it Works (V. B.) section below.
Now, timing is key. How soon you get in touch with us will affect the amount we’re able to refund your returned item(s). From the date your order is delivered, if you contact us:
- within 14 calendar days I will charge return shipping (TBD) for your returned item(s).
- after 14 calendar days I will charge return shipping (TBD) for your returned item(s), as well as a 20% restocking fee.
Please note, most Living items, Office items, and Tables will incur a significant return shipping fee.
I must receive a returned item(s) in new condition, without damages, in order to issue a maximum refund. For any substantial damages to a returned item(s) that have not been previously reported, we will charge a 20% damages fee, in addition to other applicable charges / fees.
B. How It Works
So you’ve contacted support for a return. You'll receive shipping label(s) in .pdf form via e-mail. You’ll print and attach these to the box(es) you received, covering the original label.
Next, please make sure to package all returned items as closely to the way in which they arrived as possible. We strongly recommend, though don’t require, that you use our original packaging.
In most cases, we’ll schedule a FedEx pickup of your return. We may however ask that you drop off your box(es) at the nearest FedEx or UPS Store location.
Upon receiving a return, your returned item(s) will be inspected and issued a refund within 5 business days with an email confirmation once complete.
I will determine an appropriate refund amount according to the conditions outlined in The Basics section (V. A.) above. Any charges / fees owed will be withheld from your refund. If necessary, a charge for damages fee may be applied.
Refunds are issued directly back on to your credit card or payment account. Please allow up to 3 business days for your payment provider to process your refund.