Shipping & Returns
Diven partners with the best providers in the industry to help ensure that your products get to you quickly and safely. They deliver Monday through Friday during regular business hours. They will call you before delivery to schedule a time window when the freight will arrive in your area. All estimated time frames for delivery are approximate. We have partners that offer white glove delivery services and will be happy to deliver your furniture to the designated room, assemble it, and remove trash.
Delivery fees vary based on area of delivery.
Quotes will be peculiar to each order depending on the region, elevator access, weight, and time needed for assembly. Please allow 1- to 2-week lead time for white glove deliveries.
1. Payment must be made in full before delivery.
2. You or another person (age 18 and above) must to be present to sign for delivery. Our carriers cannot leave shipments unattended.
3. The area must be free and clear for the drivers to bring in the new items.
4. Old furniture must be removed as we do not cart it away or move it.
6. Please make sure your building does not have any special delivery restrictions. If they do, we need to know about them prior to scheduling the home delivery, e.g. certificate of insurance, service elevator, etc.
7. Please inspect your merchandise prior to signing for delivery. If you notice apparent damage to the merchandise, note the damage on the carrier’s delivery sheet.
Failure to be home for delivery will result in a full redelivery charge. In case of delivery in an area free of charge, there will be a charge for next redelivery. Anyone whom you select to accept your merchandise on delivery acts as your agent. All signed acceptances are binding.
Responsibility for the size(s) of items selected for home delivery remains with the purchaser. If our delivery service has to disassemble and reassemble your new furniture to complete delivery, there will be an additional charge (service not available in all markets). The delivery service will do whatever is reasonably possible to prevent this expense. If such disassembly and reassembly is required, a professional technician will be dispatched to the delivery address on a later date to complete your delivery. The delivery service cannot hoist furniture under any circumstances. The delivery service cannot move existing furniture. The room where the merchandise will be delivered must be cleared and prepared for delivery. If not, delivery may not be possible. Diven cannot be held responsible for non-delivery due to circumstances beyond our direct control. In the event that a refund is needed, a check or credit card refund slip will be mailed directly to you within 14 days.
If the merchandise you order is not delivered by the promised delivery date, Diven must offer you the choice of:
(1) Cancelling your order with a prompt, full refund of any payment you have made, or
(2) Accepting delivery at a specific later date.
Diven makes every effort to help you make an informed purchase decision by providing you with complete product information (including dimensions and lead times) before you place your order. Moreover, Diven takes every step possible to ensure that your orders arrive in the best condition possible. Nonetheless, you should inspect all shipments upon pick-up or delivery. Diven will not be responsible for damages that are not reported within two (2) days from the date of pick-up or delivery. Accordingly, for deliveries, you should note the damage on the receipt for delivery that you sign and make any damage claims within 48 hours of receipt of the merchandise. If the damage is discovered after signing for delivery without any notation, Diven will not be responsible for any replacement or return.
In the rare event that your item arrives damaged, we require three things:
1. A brief description of the damage.
2. A signed physical inspection report and delivery receipt.
3. Photos of the damaged item, shipping box, and shipping label.
Once you have email these items to email@example.com, we will process the claim and let you know whether you will be receiving a replacement part or a full item replacement. We will then ship the replacement and provide you with shipping details.
If you decide you would like to return a non-defective, regular-stock item for any reason, you may do so by contacting us within one (1) day of the delivery of your order as indicated on the shipping company’s proof of delivery, whereupon we will give you specific instructions on how to arrange for the return. If you are returning furniture that requires assembly, please do not assemble the furniture unless you can disassemble it and return it to its shipping containers. In addition to the original packaging, please be careful to include all of the accompanying manufacturer literature, instructions, hardware, and other materials with the return shipment. Diven cannot pay for the cost of unauthorized repairs, returns, or disassembly. Diven cannot be responsible if the furniture cannot be disassembled. Unidentifiable and unauthorized returns will be refused at the warehouse. Note: Non-stock and special made-to-order items are considered customized items, so they may not be returned or exchanged.
Non-defective, regular-stock items that have been removed from their packaging and are not damaged are subject to a 25% restocking fee, and notification of return must be made no later than 48 hours after receipt of merchandise.
Non-defective, regular-stock items that are still in their original packaging are subject to a minimum 10% restocking fee depending on the product.
Additionally, the customer will be responsible for the return shipping fees as well as the original shipping fees that the seller paid to have the order delivered originally.
If you wish to replace a non-defective, regular-stock item with another of a different color, etc., transportation for both items is your sole responsibility. The original shipping charges are not refundable, and the purchaser is responsible for repackaging and return transportation. Diven will not ship a substitute unit on its account but will provide the item to the purchaser at no cost, whereupon the purchaser will arrange for its transportation (excludes “pick up” orders or “concealed damage” orders).
Returned regular-stock items, whether for refund or replacement, must be shipped back to Diven with no signs of use, wear, or damage. Upon receipt, Diven will inspect the items for any damage and reserves the right to partially or wholly accept or deny the return. Refunds for accepted returns, less the restocking fee, will be issued within 14 days of receipt by Diven.
Special-order items delivered to the purchaser in good condition are not returnable, and no refunds are available. If a defect is discovered and confirmed on any item or part thereof, Diven will replace the defective part at no cost to the purchaser. If a suitable replacement is not available, a return will be authorized, and after the return is completed, a refund will be issued in the form of the original payment method.
A 50% non-refundable deposit will be needed to initialize an order for an item not in regular stock. Special-order delivery dates are not guaranteed. Special orders may not be canceled for any reason.
Due to the limitations of desktop scanners and the relative inconsistencies of various display monitors and printing papers, the colors you see on your screen or in a catalog may not be an entirely accurate reproduction of the actual product’s colors. We strive to make our colors as accurate as possible, but images are intended as a guide only and should not be regarded as absolutely correct.
Damage and Failure during Use
Diven will not be responsible for handling damage to any merchandise that has been moved or damage caused by misuse by, or negligence of, the purchaser and not covered under the guarantee presented at time of sale. This guarantee is non-transferable. If the merchandise is moved beyond the area serviced by Diven and disclosed at time of sale, the purchaser is responsible to bring the merchandise to an area designated by Diven. In the event of a product failure due to a defect in materials or workmanship, Diven will have the defective item serviced at no charge, provided that it is within the guarantee period. In the event that a needed replacement component, style, fabric, or leather has been discontinued, Diven reserves the right to replace such defective component, style, fabric, or leather with a comparable alternative. Diven will not assume responsibility for dye lot variations on any items serviced beyond the one year guarantee period for upholstery and leather.To qualify for this guarantee, the original purchaser must provide proof of purchase by supplying the order number from the sales receipt.