How Do Special Orders Work?


European Couch SF

An order placed for furniture not considered a floor model piece is referred to as a “special order”. Your order is placed after receipt of a 50% deposit and agreement to the below terms. Should there be a problem with either availability or production time, we will notify you as soon as possible. Please note that we try to accurately estimate production and delivery time frames, but actual schedules may vary and cancellations are not accepted after the start of production.  Quoted production times are estimates only.  Mscape bears no responsibility for delays and special orders may not be canceled due to delays with the exception that product is not made available within 45 days for domestic products and 90 days for imported products of the estimated delivery date.

After production, most large items are shipped to our warehouse which is operated by a white glove delivery service.  Smaller items are typically shipped to our store or in some cases, directly to customers.

After we receive your shipment, we will contact you. If the items are being delivered, we require payment of any balance due prior to delivery.

We strongly encourage you to have large items delivered by the white glove delivery company.  They are experienced professionals who specialize in the delivery of fine furniture.   Should you elect to pick up an item, we bear no responsibility for damage incurred during loading or after it leaves the warehouse or our store.

When you elect to have an item delivered, we send the delivery company your information.  The company will then contact you directly to provide you with a quote and set up a convenient time for delivery.  Most deliveries are completed within several days after we receive your balance due, except during very busy periods.  Deliveries outside of the Bay Area may take longer to schedule.

Delivery is contracted directly between you and the delivery company, you pay the delivery fees directly to them (we resolve no compensation).  Delivery charges are not included in the price of the items unless negotiated and written into the sales order.  Charges vary depending on the size and number of items, location, and difficulty of delivery.

Small items may be picked up from Mscape’s 6th St. location in San Francisco.  Should you wish to pick up larger items, you will be required to go to the warehouse operated by the delivery company.  Normal business hours for the warehouse are Monday to Friday  9am – 5pm. A will call fee of $35 generally applies.  Additional charges may apply if you require help loading an item at the warehouse, or wish to pick up outside of normal hours.

Please inspect items upon delivery or prior to pick up.  We are not responsible for damage incurred after delivery or during pick up.  Please note that most special order furniture items are large, heavy, and travel long distances from the manufacturer.  As a result, VERY minor cosmetic defects occasionally happen.   Should the vendor involved find such defects to be replaceable, we will make every effort to coordinate the delivery replacement.  In the event of defects, Mscape may repair or replace merchandise or refund the purchase price at its sole discretion.  Mscape assumes no liability for damages incurred due to misuse.

Returns:  Stock floor model merchandise is returnable within 30 days for store credit.  Mscape is not responsible for scheduling and coordinating returns to the store and does not incur the costs of doing so.  Returns after 30 days are subject to approval and may incur a minimum 15% restocking fee.  Special orders may not be returned.