FAQ - Frequently Asked Questions

Everything you need to know about Delivery, Return, Privacy and Terms of Use.

SOFAMANIA DELIVERY

Dispatch & Delivery

Dispatch takes usually between 1-3 business days; freight orders are subject to 2-4 days. Dispatch is when a product is ready and is picked up by our delivery partner. Delivery takes between 5-14 business days depending on location and it is subject to change due to weather and other uncontrollable events. Some products are offered on a pre-order basis, with an estimated shipping window of 2-4 weeks. * A valid phone number MUST be provided to guarantee delivery.

• Returns due to non-scheduling of delivery will be subject to a 20% restocking fee.

• Important: you must inspect the box containing your item before signing in case of evident damage to the packaging or hints that the contents may have been compromised, so the delivery ticket can be properly assessed with "Damage" or "Subject to Inspection". On freight items, you must sign the BOL (Bill of Lading) as proof of inspection, therefore should there be any issues, the refund/return can be processed without setbacks.

Delivery coverage comprehends all the states in the continental and contiguous US. At the moment we do not ship to Alaska, Hawaii, Puerto Rico, Guam, US Virgin Islands, Northern Mariana Islands and American Samoa.

Delivery Charges & Services

Sofamania.com pays for your shipping, therefore you are not charged for it! For the most part our items are shipped though Standard Shipping at your door and in the case of an apartment building, they will be delivered at the building's manager office/mail room/leasing office or lobby. Have in mind that freight (the big stuff) items are curbside delivery only, which means that the carrier/driver is not responsible for in-house delivery and/or any required assembly. Make sure neighbors, family and/or friends are there to assist you if needed.

Order Tracking

The tracking information is provided as soon as the order starts its process of being prepared. The package(s) movement will start right after dispatch and depending on the courier scanning, may take up to 72 business hours to become traceable.

More Than One Item?

Not a problem. Since our presence is distributed into 3 distribution centers, items may arrive with a small gap of time in between.

Change Of Address

We move fast when it comes to prepare orders and ship them. If you need to do a sudden change of address contact Customer Support at 1-323-981-9789 and/or info@sofamania.com at your earliest convenience. By 5:00 PM (PST) most orders from the day will likely be on their way. * If your payment was made through Paypal, due to their customer protection policies it is not possible to change the address once the order has been placed. Contact Customer Support for further assistance. Freight orders are not eligible for change of address (applicable to big & bulky items) due to the scheduling with the delivery partner, securing the pickup, trailer spot and a proper ETA.

Communications With Our Delivery Partner

As we mentioned earlier, for the most part our deliveries are made through Standard Shipping, meaning that it's only a matter of tracking your package using your tracking number and voilá! Very few items are delivered through freight and you'll know that because the tracking number won't be a Standard Shipping one. If that's the case, there will be a brief communication with the delivery partner to arrange delivery. In any case, it's important for you to provide accurate phone information for contact.

Delivery Taking Longer Than Expected?

It is definitely not normal, unless weather is playing some tricks on the road. You should track your order and eventually contact our delivery partner. You can also contact our Customer Support at 1-323-981-9789 and/or info@sofamania.com

Not There To Receive Goods

Standard Shipping items can be delivered without the presence of an adult and will be left by the door or at building’s office. For freight items, we would advice for you to be present at the arranged delivery date so there is no delays on enjoying your Sofamania product(s). Remember that freight is curbside delivery only. 2nd attempt delivery will need to be rescheduled with delivery partner.

Order Marked As Delivered Although Never Received

An error or mistake made somewhere along the delivery process, either human or computers. In case of lost/stolen package, we will likely ask for a local police report in order to carry a proper investigation. We've got your back and we will get to the bottom of it, so do not hesitate on contacting Customer Support at 1-323-981-9789 and/or info@sofamania.com

What Should I Do With Old Furniture?

Depending on the condition of it (or them), you should considering making a donation to local foundations/non profits that may find a good use of your item(s). If their condition is somewhat embarrassing to donate, then make sure to contact your local "Bulky Item Pick Up" (this is a city service) and leave the items on the curbside or as instructed for pickup.

Missing Parts

An error or mistake made somewhere along the boxing process can happen, and we apologize for that. Contact Customer Support at 1-323-981-9789 and/or info@sofamania.com and we will provide the necessary assistance. *Do not try using parts that do not belong to your item(s) for a quick fix as it could compromise functionality and will void your warranty.

Damages

We have a thorough inspection process before dispatching, so damage is rare. Nevertheless, you should inspect your item(s) upon arrival for any and all details you may consider as "damage" and document it with photos, including box markings for product and model number. You have a maximum of 5 days to report delivery related damage(s) to both the carrier and us at Sofamania. The item MUST be in its original box.

Contact Customer Support at 1-323-981-9789 and/or info@sofamania.com with your Name, Order Info, and Photos and we will find a prompt resolution. (Freight Items Note: You are not obligated to accept delivery when in evidence of damage. You must sign the BOL (Bill of Lading) upon delivery, where notes should be made if necessary so any issue can be assessed properly.)

SOFAMANIA RETURNS & REFUNDS

* IMPORTANT: Communications must include order number, name, phone and email. The information should match the info attached to the order.

"I Would Like To Return What I Ordered"

While we believe that our products are amazing, in taste there's nothing written and you have 30 days (from delivery date) to return your item and get your refund with a deduction of a 20% restocking fee. Have in mind that to make this effective, we must receive the item(s) in its original packaging/box only, after which your refund will be processed. Prepaid labels will be provided as well as freight pick up scheduling when applicable.

What You Received Is Not What You Ordered

We have a thorough inspection process before dispatching, so misplacing an order/item is rare. Nevertheless, you should inspect your item(s) upon arrival for any and all details you may consider as "wrong" or misplaced and contact Customer Support at 1-323-981-9789 and/or info@sofamania.com with your Name, Order Info, and Photos (including box markings with product and model number, as well as shipping label with initials) and we will find a prompt resolution. Item must be in its original box.

Cancel An Order

If you suddenly changed your mind, you can cancel your order. Note that once it’s in transit, a 20% restocking fee will be applied. Remember that the refund process can only be made once we receive the goods back.

Collecting Items From You

Once you open a case and the resolution involves item pickup, make sure that the item is sealed and in its original condition/inside original box. Instructions must be followed based on resolution as to where to leave the item for pickup. For freight items we have to start the process in-house.

Refund Processing Time

Once a refund is made effective, it takes between 3-5 business days to show up in your account. For returns, the refund is usually processed once the item has arrived and inspected in our warehouse, so allow up to 15 days from item pickup to warehouse delivery.

Refund In Accordance To Payment Method

Refund is made only to the original form of payment.

Want To Change An Order

Once an order has been processed, there is little we can do. Contact us at Customer Support at 1-323-981-9789 and/or info@sofamania.com so we can help determining how to proceed.

SOFAMANIA TERMS OF USE

(Our policies have changed, please read)

Order Acceptance

The receipt of an order or an email order confirmation does not constitute the acceptance of an order or a confirmation of an order to sell. Sofamania reserves the right, without prior notification, to limit the order quantity on any item and/or refuse service to any customer. Verification of information may be required prior the acceptance of any order. 

* We do not take orders over the phone.

Fraudulent Orders

In order to improve your experience, we may collect data in order to understand the We have increased the strength of our order filtering to protect our transactional environment. All your information gets scrutinized in order to prevent any fraudulent actions, and while your order could be under your full consent, the engine will have your full transactional history to help legitimizing the order... or not. We do not have control over the decision and the best action to that is to use a different credit card.

Order Verification

Once an order is received, the first instance will happen at the fraud protection level. Sometimes the verification takes longer than usual; sometimes the financial institution will allow the release of funds as a "hold" and the fund reversal delay will vary per financial institution. If you believe that our system has wrongfully determined that your order was fraud, the best next step is to cancel that order and replace one using a different card or payment method.

Pricing

The retail, list or suggested price displayed for products on sofamania.com represents the full retail price on the listed product itself, suggested by the manufacturer or estimated in accordance to standard industry valuing; or the estimated retail value compared to a matching item offered elsewhere. Sale pricing is a representation of Sofamania's own promotional efforts, where pricing and availability are subject to change without notice.

Discounts

At Sofamania.com we are constantly running all sorts of promotions through discount codes or directly lowering product prices. When using coupons, only 1 coupon is applicable per order. No combination of promotion/code/discount is allowed under any circumstance. When we say “additional” it refers to an addition to the already discounted price listed on the website, not that it can be added to another promotional code.

Use And Access

You shall not engage in any activity directly or indirectly which undermines the integrity of the computer systems, networks and/or other electronics of sofamania.com and/or of other users of sofamania.com. You shall not gain and/or attempt to gain unauthorized and/or unlawful access to sofamania.com's computer systems and networks and/or any and all data or information therein. You agree to use sofamania.com for your personal use only and shall in no event use any or all of the information, text, images, graphics, video clips, sound, directories, files, databases, listings etc. obtained on or through article.com for commercial purposes of any sort, nor for copying, reproducing, downloading, compiling whether directly, indirectly. Use of any content on sofamania.com for purposes other than appearing in these Terms is prohibited.

Copyright And Trademarks

All content in sofamania.com or made available by the latter, such as text, logos, graphics, images, videos, audio, digital downloads and data is property of sofamania.com or our content supplier. This material is protected by International copyright laws and it is exclusive property of sofamania.com. "Sofamania", "sofamania.com" and related icons and logos are registered trademarks of Home Furniture International and are protected under applicable copyright, trademark and other proprietary rights laws. The unauthorized use of any Sofamania proprietary marks is strictly prohibited.

Indemnity

You hereby agree to indemnify and save sofamania.com, our affiliates, directors, officers and employees harmless, from any and all losses, claims, liabilities (including legal costs on a full indemnity basis) which may arise from such your use of sofamania.com or services (including but not limited to the display of your information on sofamania.com) or from your breach of any of the Terms. You hereby further agree to indemnify and save sofamania.com, our affiliates, directors, officers and employees harmless, from any and all losses, damages, claims, liabilities (including legal costs on a full indemnity basis) which may arise, directly or indirectly, as a result of any claims asserted by third party rights claimants or other third parties relating to information about such third parties and/or any of their goods and/ or services. You also agree further that sofamania.com is not responsible and shall have no liability to you, for any material posted by others, including defamatory, offensive or illicit material and that the risk of damages from such material rests entirely with you. sofamania.com reserves the right, at our own expense, to assume the exclusive defense and control of any matter otherwise subject to indemnification by you, in which event you shall cooperate with article.com in asserting any available defenses.

SOFAMANIA PRIVACY POLICY

Warranty Information

All of our products have a 30-day warranty policy from the moment they are delivered. Should you need to claim warranty on any of your products, you should contact Customer Support at 1-323-981-9789 and/or info@sofamania.com

Privacy

We respect and understand your privacy rights and will handle all information collected in a responsible and reasonable manner. Your interaction and use of sofamania.com is governed by this Privacy Policy.

Sharing Of Information

sofamania.com may share your information with third parties such as third party service providers, affiliated businesses, business units and other companies in order for it to conduct its business. For example sofamania.com may share your information for fulfilling orders, managing customer lists, analyzing data and marketing services.

Use Of Cookies

By using our website, you agree to the use of cookies by sofamania.com, which is data sent and stored in your computer. This allows a faster, intuitive and improved experience over time. You can always change your browser settings and block cookies.

Legal Disclaimer

We may disclose personal information when required by law or if strictly necessary to conform edicts of the law.

Amendments to Privacy Policy

With all things considered, sofamania.com keeps up with new regulations, business operations, law and any other reasons that may be considered appropriate by sofamania.com, reason why this Privacy Policy is subject to change at any time. The version posted on this website is the applicable one, therefore the most current version.

California Privacy Rights and Notice

In addition to the certain choices you have about how we use your information as described above, California residents have additional rights under the California Consumer Privacy Act of 2018 (“CCPA” or “Act”). This Policy has been supplemented with this California Privacy Rights and Notice to comply with the CCPA and may be updated from time to time in accordance with the CCPA and as California adopts additional regulations relating to the Act. This Notice is part of the Policy and also incorporates any information described else in this Policy. Any terms defined in the CCPA have the same meanings when used in this Policy.

Collection of Information – Categories and Sources. We collect personal information that identifies, relates to, describes, is capable of being associated with, or could reasonably be linked, directly or indirectly, with a particular consumer or household. In particular, we have collected the categories of personal information from consumers within the last twelve (12) months as indicated below:

*** Disclaimer: The examples below represent the possible information collected in accordance to the CCPA, although does not reflect the entire scope of the information that is in fact being collected.

Personal information does not include:

• Publicly available information from government records.
• De-identified or aggregated consumer information.
• Information excluded from the scope of the CCPA, like:
• health or medical information covered by the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and the California Confidentiality of Medical Information Act (CMIA) or clinical trial data;
• personal information covered by certain sector-specific privacy laws, including the Fair Credit Reporting Act (FRCA), the Gramm-Leach-Bliley Act (GLBA) or California Financial Information Privacy Act (FIPA), and the Driver's Privacy Protection Act of 1994.

We obtain the categories of personal information listed above from the following categories of sources:

• Directly from you. For example, from you when you sign up for accounts and/or credit, buy products from us, register for catalogs and information or participate in our promotions, and interact with our retail associates and customer care.
• Passively and indirectly from you. For example, we use tracking tools like browser cookies and web beacons when you use our websites, mobile apps, emails and in-store WiFi. As a more specific example, submissions through website and website usage details are collected automatically.
• From third-parties that interact with us. For example, our business and marketing partners and social media platforms may give us information about you.
  

How do we use this information?

We may use or disclose the personal information we collect for various business purposes. More specifically, we may use your personal information for one or more of the following business purposes:

• To fulfill or meet the reason for which the information is provided. For example, if you provide us with personal information in order for us to fulfill a purchase order, we will use that information to consummate the transaction and/or deliver the items order.
• To provide you with information, products or services that you request from us and/or to respond to your questions. For example, we might use your information to respond to your inquiries, feedback or product reviews, and to track your orders.
• To provide you with email alerts and other notices concerning our products, services, events or news, that may be of interest to you.
• To improve our products and services. For example, we may use your information to make our websites and products better and we might use your information to customize your experience and interactions with us.
• For marketing purposes. For example, we might provide you information about new products, special offers and promotions. We might also use your information to serve you ads about products and offers (whether directly or indirectly, including through social media platforms). These might include third party offers or products we think you would find interesting.
• To communication with you. For example, we may contact you about your order.
• To improve our website and present its contents to you faster.
• To use push notifications on our mobile apps.
• To carry out our obligations and enforce our rights arising from any contracts, including for billing and collections.
• For testing, research, analysis and product development. For security purposes. We may use information to protect our company and our customers. We also use information to protect our websites and mobile apps.
• As necessary or appropriate to protect the rights, property or safety of us, our customers or others.
• To respond to law enforcement requests and as required by applicable law, court order, or governmental regulations.
• As described to you when collecting your personal information or as otherwise set forth in the CCPA.

How is your information shared?

We may disclose your personal information to a third party for a business purpose. We disclose or may disclose your personal information for a business purpose to the following categories of third parties:

• Third parties to whom you authorize us to disclose your personal information in connection with products or services we or those third parties (including credit and financing companies and delivery carriers) provide to you.
• Service providers who support our business, including web-hosting providers, analytics providers and other information technology providers.
• Business and marketing partners. We share information with third parties that help us with marketing, including social media platforms, third parties that co-sponsor promotions, and vendors who send emails and catalogs for us.
• Governmental, regulatory or investigatory agency or body or other third party. From time to time, we may share information with third parties where we believe disclosure is necessary to comply with a legal or regulatory obligations, or to otherwise protect our or our customer’s rights or the rights of any third party.
• Our affiliates and in connection with the sale, assignment or other transfer of our company or business.

Access and Deletion Rights.The CCPA provides California residents with specific rights regarding their personal information. This section describes your CCPA rights and explains how to exercise those rights.

Access to Information. You have the right to request that we disclose certain information to you about our collection and use of your personal information over the past 12 months. Once we receive and confirm your verifiable consumer request, we will disclose to you:

• The categories of personal information we collected about you.
• The categories of sources for the personal information we collected about you.
• Our purposes for collecting that personal information.
• The categories of third parties with whom we share that personal information.
• The specific pieces of personal information we collected about you.

In accordance with the CCPA, we shall not provide you with your Social Security number, driver’s license number or other government-issued identification number, account number, health insurance or medical information number, account password or security questions and answers, in each case to the extent that we have such personal information about you. In addition, we may not provide you with specific pieces of personal information if the disclosure would create a substantial, articulable, and unreasonable risk to the security of that personal information

Deletion Request. You have the right to request that we delete any of your personal information that we collected from you and retained, subject to certain exceptions. Once we receive and confirm your verifiable consumer request, we will delete (and direct our service providers to delete) your personal information from our records, unless an exception applies.

You should be aware that making a deletion request does not ensure complete or comprehensive removal or deletion of personal information or content you may have posted. In addition, if you continue to interact with us, we will continue to collect information you share with us or we otherwise collect in connection with those interactions.

Under the CCPA, we may deny your deletion request if retaining the information is necessary for us or our service providers to:

1. Complete the transaction for which we collected the personal information, provide a good or service that you requested, take actions reasonably anticipated within the context of our ongoing business relationship with you, or otherwise perform our contract with you.
2. Detect security incidents, protect against malicious, deceptive, fraudulent, or illegal activity, or prosecute those responsible for such activities.
3. Debug products to identify and repair errors that impair existing intended functionality.
4. Exercise free speech, ensure the right of another consumer to exercise their free speech rights, or exercise another right provided for by law.
5. Comply with the California Electronic Communications Privacy Act.
6. Engage in public or peer-reviewed scientific, historical, or statistical research in the public interest that adheres to all other applicable ethics and privacy laws, when the information's deletion may likely render impossible or seriously impair the research's achievement, if you previously provided informed consent.
7. Enable solely internal uses that are reasonably aligned with consumer expectations based on your relationship with us.
8. Comply with a legal obligation.
9. Make other internal and lawful uses of that information that are compatible with the context in which you provided it.

Exercising Your Access and Deletion Rights

To exercise the access and deletion rights described above, please submit a verifiable consumer request to us by either:

• Calling us at 323-981-9789.
• Contacting us at info@sofamania.com

You may only make a verifiable consumer request for access twice within a 12-month period. The verifiable consumer request must:

• Provide sufficient information that allows us to reasonably verify you are the person about whom we collected personal information or an authorized representative.
• Describe your request with sufficient detail that allows us to properly understand, evaluate, and respond to it.

We cannot respond to your request or provide you with personal information if we cannot verify your identity to make the request and confirm the personal information relates to you (or an agent is unable to provide proof that the agent has been authorized by you).

In connection with verifying your identity, we will request that you provide certain data points (e.g., name, email address, phone number, address, etc.) so that we may match those with data points maintained by us (so that we may verify your identity with a reasonable degree, or in some cases depending on your request, with a reasonably high degree, of certainty). This will require us being able to match at least two data points and in many cases, including those requests for specific pieces of personal information, at least three data points provided by you with personal information maintained by us. Any request for specific pieces of information will also require that you declare under penalty of perjury that the request relates to you.

Response Timing

We shall confirm receipt of your request within 10 days of the request. We shall attempt to respond to a verifiable consumer request within 45 days of its receipt. If we require more time (up to 90 days), we will inform you of the extension period in accordance with the CCPA.

Non-Discrimination. We do not discriminate against consumers for exercising any of your CCPA rights.

- MAY 2022 -