Returns & exchanges

To have an item picked up, contact our Customer Care department by phone, email or fax with the invoice number it was purchased on. Ask for the return within 30 days to avoid a restocking fee, and keep the item in its original carton.

Sierra will happily credit returned merchandise as long as it’s in resalable condition. See the return guidelines below.

Special orders of non-stocked merchandise, food, pharmaceuticals, freight charges, dated goods, factory authorized installation, and some technology items are not returnable unless we shipped the wrong product.

Most furniture is a special order and is not returnable. If it was ordered from Sierra’s main catalog and is still in the original carton, or meets the return guidelines below, we’ll do our best to return it. Delivery charges, freight charges, and installation charges are non-refundable. In some cases there may be a restocking charge. We’ll credit you once our supplier credits us. If the product is damaged or wrong, please contact your sales representative.

All printing is a special order and is not returnable. If we have printed an item in error, please contact our printing Customer Care department.

Ready-to-assemble furniture is not returnable if the manufacturer’s carton has been opened and the item has been assembled.

Electronic items are covered by the manufacturer’s warranty. Manufacturers hold Sierra to their terms, so if a manufacturer won’t credit us for a return, we may not be able to credit you. Warranty information comes with the product; if you’ve misplaced it, call Customer Care and we’ll help you find it.

All damaged merchandise must be reported within 5 days of receipt. Please give an exact description of the damage.

All warehouse errors (wrong fills and shortages) need to be reported within 5 working days of receipt. Please give our Customer Care department the invoice number the error occurred on.

Defective items must be reported within 30 days. If a product becomes defective after 30 days, our Customer Care department will be happy to give you the manufacturer’s contact information.

If you receive merchandise that you didn’t order or that otherwise doesn’t belong to you, please let our Customer Care department know. Sierra will arrange an “overship” pick-up.

Discrepancies with your credit that occur after merchandise has been returned should be reported within 10 days of receipt of the credit. Reporting promptly helps us investigate and track the returned product.

• Item must not be assembled.
• Item must be clean and free of dents, scratches, holes, tears, cracks, stickers, labels, price tags, etc.
• The item must be unused.
• All parts, hardware, instructions, warranty cards, etc., must be included.
• The item must be in its original packaging. This includes the box or carton in which it came in, wrapping, protection, or sleeve supplied by the manufacturer.

• The carton must be free of holes, cuts, tears, etc.
• The carton must be free of excessive or unusual tape (such as duct tape or holiday tape).
• Furniture cartons must be opened properly, preferably by opening the carton flaps. Never cut the furniture cartons around the bottom or down the sides.
• All internal packaging (i.e. bubble wrap, cardboard corners, tops and side strips) must be in place.
• Do not write RA numbers, customer information or anything else on the manufacturer’s boxes, as this makes them non-returnable.