Customer Service Policies

Please retain original receipt/proof of purchase for all merchandise regardless of retailer. If your item was purchased through a registry please ask original purchaser for copy of the receipt.

SHIPPING
At the present time, Soho Baby ships only within the contiguous 48 States of United States.  In addition, we do not ship to APO/FPO (military) or P.O. BOX address. Large furniture shipments are curbside delivery only.  You will be responsible for moving the merchandise into your residence. 

All furniture purchases below an order total of $799.00 have a 20% Shipping Surcharge. You are responsible for being at the place of delivery for your scheduled date and time-frame.  If you are not there, and our Delivery Service has to re-deliver the shipment, there may be an additional charge that you will be responsible for.

READ before placing the order

  1. Cancellation of an SohoBaby.com order must be submitted via reply email to the auto-generated Online Order Confirmation that was received immediately following Order Checkout. To avoid any charges for the cancellation, the cancellation email must be received by 10am EST the following business day after the order has been placed. ORDER CANCELLATION REQUESTS SUBMITTED IN A VOICE MAIL MESSAGE OR OVER THE PHONE WILL NOT BE PROCESSED NO EXCEPTIONS.
  2. The delivery is scheduled by a third party trucking company only during weekday business hours  .The trucking company will call you to schedule delivery a minimum of 24 hours prior. The trucking companies don’t deliver on weekends.
  3.  SOMEONE MUST BE PRESENT AT THE TIME OF DELIVERY. No exceptions.
  4. If you request delivery without signature when scheduling delivery, you will be taking responsibility of any weather-related water damage , theft, etc. If you choose to accept a delivery with no one present to inspect shipment, M Design Village will not be responsible.
  5. CURB Side delivery only.
  6. Any additional delivery charges that are incurred due to re delivery or cancellation of delivery will be buyers responsibility.
  7. Once order is processed the delivery address cannot be changed.
  8. Automated System generated emails will be sent by M Design Village once your order ships which will have an attachment that will have your tracking information. Please be sure to check your SPAM email.
  9. Not accepting the delivery or not returning a call back for scheduling delivery will result in storage charges which will be collected from you.
  10. Before placing an order, if you have any questions regarding product, shipping or delivery, please call our customer service department at 1-844-247-5908. 

DAMAGED MERCHANDISE

PLEASE NOTE: This is VERY important, or else it makes it extremely difficult and expensive to handle damages. If you receive the item in a defective condition, please write "product(s) received in damaged condition" clearly on the paperwork/sheet that the delivery company asks you to sign. If possible please take picture of signed refused delivery receipt.  

ALL cartons with wet or visible damage upon delivery are to be refused. No warranty claim will be honored if damaged carton is accepted upon delivery. Replacement parts or full unit replacement will be at consignee's expense along with freight cost. 

*Please be sure to take clear pictures of any damaged boxes/pallet condition before signing off as refused.

MERCHANDISE RETURNS

If the items that you received are damaged or defective, please contact us immediately by phone or e-mail for return instructions. If the items were damaged during shipping, we are required to contact our Delivery Service who may have to inspect the package. 

Due to high cost of shipping, furniture returns for these items are in most cases prohibitively expensive.  Please make sure all of your questions are answered before ordering. Our customer service team is more than willing to answer any and all product questions. Additionally, if you have any unforeseen problems with your order, please contact our customer service team for assistance. For more details, please see our Furniture Replacement Policy below.

If you return your purchase you will be responsible for the actual cost of shipping the merchandise back to our warehouse.  In the case of a return, you will be refunded the purchase price less our actual outbound shipping and delivery cost and a restocking fee when your return has been processed at the warehouse. Return processing time generally takes a few weeks. In the event that you originally received free shipping, you will still be responsible for any freight costs incurred in order to return your items. 

Returns/Cancellations/Refunds

  1. We will not accept any items that are not in the original packaging . No exceptions will be made if the item is not repackaged in the same condition as originally received including packaging material.
  2. If you choose to return your purchase for any reason you will be responsible for the shipping original freight cost and return freight cost.
  3. There is a 20% re-stocking fee on your total invoice amount to be deducted from refund amount.
  4. You will be responsible for the products to ‚ÄúBE STRAPPED AND SECURED TO THE PALLET IT WAS DELIVERED ON.‚ÄĚ ‚Äď if for any reason the boxes are taken out of pallet & you have retained the pallet, we will have the shipping company include wrap & strap service to your return freight quote.
  5. We will initiate the refund only after the items are received back to our warehouse and inspected. Please note take images of the freight before it leaves your home so that if any damages occur during transit you will not be held liable.
  6. The refund will be credited back to your credit card you used to pay for the order. It can take a few days for refunds to reflect in your transactions. 
  7. The refund amount will be the total after deducting all shipping charges and restocking fees.
  8. Please note you have 30 days to return from the date of receiving your order.
  9. Please give customer service a call before placing an order if you have any question regarding product, shipping or delivery.

FURNITURE REPLACEMENTS

In the unlikely event that you receive a product that is incorrect, missing parts, or damaged, we will send you replacements free of charge. Please call the toll-free phone number on your order receipt and our customer service team will arrange this for you.

Replacements generally leave the warehouse within one week of being ordered. Even if the package appears only slightly damaged, write "Package Damaged" when you sign for delivery. This is VERY important. If the package looks significantly damaged, you may refuse delivery of the package. The damaged package will be returned to us and we will send you a new one. If you refuse delivery, please notify us so that we can expect the return shipment.

If you have already accepted the package and find that parts are missing or damaged, please contact us right away and we will ship you the replacement parts free of charge. Speed matters since most carriers only let us file freight claims within 48 hours of delivery. If we cannot replace the parts, we will have the carrier pick up the package and we will send you a replacement. All returned products should be in the original packaging.

DELIVERY TIME

Provided we have the item in stock, your order will usually ship from our New Jersey warehouse within 3-5 business days (with an exception of weekends). Once the order leaves our facility, it could take up to 7-10 business days for you to receive it, depending on your location. 

SALES TAX. We collect Sales Tax for merchandise delivered to New Jersey addresses.

PRICE MATCH

Soho Baby does not offer price matching with other retailers. The prices on our website are final and cannot be negotiated.

DISCLAIMER

From time to time there may be information on our Web Site that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability.  M Design Village, LLC and SohoBaby.com reserves the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice (including after you have submitted your order).  We reserve the right to cancel orders where this situation occurs.

If any order is placed in error, it falls under the customer's responsibility. We will not reimburse customers if they mistakenly order the incorrect product.