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Ask Tuffy

This page will answer all the questions you may have concerning your new purchase with us. You will find information covering special orders, lay-a-ways and our gift certificates. Maybe you’re curious if our home delivery is free or how far we will travel to deliver your new furniture? Or maybe you’re wondering what our return and warranty policies are? Are you curious which credit cards we accept or if we offer financing? It’s all on this page and if you have a question that we don’t cover on this page, give us a call or send us an email!

Home Delivery

Don't be fooled by the term "Free delivery". A furniture store has two options: recover delivery costs by inflating the price of every piece of merchandise OR charge a fair and reasonable delivery fee for just those customers who require delivery. Because the majority of our customers pickup their furniture, we choose to give our customers the best possible price on their furniture and keep the delivery fee separate.

Delivery is available for your furniture if you live within our designated delivery areas. The amount charged will be dependent on your location and any setup that may be required. Please check with your salesperson for details.

Our normal delivery days are Tuesday through Friday, and specific days have been assigned for most towns in our designated delivery areas.

Tuesday: Old Town/Orono/Lincoln/Millinocket areas
Wednesday: Bangor/Brewer/Eddington/Bucksport/Ellsworth areas
Thursday: Hampden/Hermon/Carmel/Newport areas
Friday: Glenburn/Kenduskeag/Levant/Corinth/Milo/Dover areas

Once your merchandise is available for delivery, you will receive a call from Tuffy Bear Furniture. A delivery date on one of our designated dates for your area will be scheduled at that time.

Within 24 hours of your scheduled delivery date, all reasonable efforts will be made to give you an estimated time frame of either AM (9:00am to noon) or PM (1:00pm to 4:00pm) for your delivery. Due to the unpredictability of weather, traffic and unforeseen complications at other customers' homes such as small doors, tight corners, or stairways, we cannot schedule or guarantee deliveries for a particular time.

Any outstanding balance must be paid in full before delivery occurs. Payment can be made with a credit card over the telephone, can be mailed or paid directly at the store. Due to insurance and safety reasons, our drivers cannot accept CODs.

Special Orders

Tuffy Bear is happy to order merchandise for our valued customers, if you require a different fabric, style, etc. All Special Orders require a minimum 50% deposit when the order is placed.

The Maine Consumer Law Guide advises "never make a deposit unless you are sure you want the merchandise and can afford it. If you cancel the sale, you have breached your contract and you will lose a portion of your deposit and perhaps all of it."

If you cancel a Special Order at any time, your deposit is not refundable. Tuffy Bear will issue an in-store credit only. This credit will be equal to the total of any deposits that you have made minus a 20% restocking fee. This 20% restocking fee is allowable by Maine State law (see Maine Consumer Law Guide, page 5-7).

If you return your Special Order merchandise within 3 business days after pickup or delivery, Tuffy Bear will issue an in-store credit only. This credit will be equal to the total amount of your sales invoice minus the 20% restocking fee AND minus any delivery/setup/removal fees. The customer is responsible to transport all merchandise to the store for any return or exchange.

Tuffy Bear stocks furniture in fabrics and styles that have proven to appeal to a wide variety of customers. Many times, we must sell returned special order merchandise at a loss, because this merchandise does not interest other customers.

Pickup

In order to best serve you, we request that you pick up your merchandise within 14 days of being notified of its availability. If special circumstances exist (new construction, remodeling, layaway, etc), please give us a call to discuss.

Before picking up your furniture, please call us at Tuffy Bear 24 hours in advance to assure that we will have it ready and waiting for you.

Layaway Program

Tuffy Bear will store any in-stock merchandise free of charge for our customers under a layaway policy for up to 3 months. If special circumstances exist (new construction, remodeling, etc), please give us a call to discuss.

A 30% deposit is required when the merchandise is purchased, with monthly payments starting 30 days after date of purchase. At the end of 3 months, all remaining balances are due. We reserve the right to charge a storage fee after 3 months. See your salesperson for details.

If you find it necessary to cancel your layaway, all payments will become an in-store credit only. No refunds will be issued.

Payment Options

We accept these major credit cards: Visa, Mastercard, Discover, & American Express.

Cash, personal checks, and money orders are always welcome.

Financing through GE Money to qualified buyers.

Gift Certificates

Do you have problems picking out just the right gift? Surprise someone today!

A Gift Certificate from Tuffy Bear Furniture makes a great gift when you just don't know what get. Always appropriate for holidays, birthdays, weddings, anniversaries, housewarming, or "just because"! Let those special people in your life pick out exactly what they want and you will be the hero or heroine!

Returns

Non-defective Bedding purchases (mattresses, pillows and mattress pads), "Final Sale", "Clearance" and "As Is" merchandise CANNOT be returned. For other purchases, Tuffy Bear will issue an in-store credit (less any delivery or setup/removal charges) for merchandise that is returned by the customer in its original condition within 3 business days of pickup or delivery.

The customer is responsible to transport all merchandise to the store for any return or exchange. Returns of Special Order merchandise will be subject to a 20% handling charge.

Warranties

For the following warranties to apply, you must be the original purchaser and have your copy of the sales receipt.

BEDROOMS, OCCASIONAL PIECES, AND DINING ROOMS:
One year against manufacturer's defects.

UPHOLSTERY/LEATHER:
Warranties vary by company. Please ask your salesperson for details.

BEDDING:
We strictly adhere to the manufacturer's warranty.

Tuffy Bear is proud to offer bedding featuring a non pro-rated warranty. If you purchase bedding from Tuffy Bear and have a valid manufacturer's defect within the warranty period, you will receive credit for the full amount of your previous mattress purchase price towards reselection of a comparable mattress.

Other companies offer pro-rated warranties, in which you would only receive credit for the remaining eligible time period, not the FULL amount.

Manufacturers' warranties are automatically voided by any stains. A quality mattress pad that offers Stain protection is the only option to protect a new mattress against stains.

Service After the Sale

All service claims regarding visual damage, on a new furniture purchase, must be reported to our Service Department within 5 days by the original purchaser.

At that time, you MUST have your sales receipt.

Furniture returns for inspection and repair of damages are the responsibility of the customer. Inspection and repair in your home will be at the discretion of our Service Department.

All house calls on purchases over one (1) year old will be subject to a service charge of no less than $40.00, depending on mileage.

Parts and labor on all furniture shall be free for one (1) year from date of purchase. After one year, parts will be subject to manufacturer warranty. Labor shall be billed at $40.00 per hour. Customer will be responsible for transporting any item that requires repair.

The decision to repair or replace will be made by the manufacturer and Tuffy Bear Discount Furniture.

Customer dissatisfaction with a color, fabric or style is NOT considered a manufacturer's defect.

Labor and service call charges may be applicable after 12 months.