Customer Service

Shipping & Delivery

FREIGHT CHARGES: We offer business and residential drop services, as well as upgraded services such as white glove inside delivery. Freight charges are based on percent of sale, service level, and ship-to location. For available service options and estimated shipping charges, you may contact your Worlds Away sales rep or email shipping@worlds-away.com. Please note that any delivery address that is requested to be changed after items have left our warehouse will be subject to extra shipping charges.

FREIGHT & GROUND DELIVERY: Orders will be shipped to the address provided on your order via Curbside Delivery. All freight shipments MUST BE INSPECTED and signed for upon receipt. We need you to completely inspect the contents of each box and make sure all the boxes are there. Please be sure to completely look over the outside of the shipping boxes and wooden pallet for signs of trauma. If there are any signs of damage at all like creases, rips, tears, holes, punctures, crushed in, etc. make sure you write "Damaged" on the delivery receipt (paperwork that the driver asks you to sign) no matter how minor it may appear. If anything is missing, make sure to write that on the receipt too so that we can have the carrier perform a trace.

SHIPPING TO A RECEIVER: Receivers are expected to follow the same inspection process as above. When shipping to a receiver, Worlds Away cannot be held responsible for any damages to the item(s) after the shipment has been tendered to, and signed for, by the receiver. Damage claims filed after the product has been moved to a second location from the receiver are invalid.

3rd Party Shipping

Worlds Away allows pickup by a 3rd party carrier upon instruction. To use a 3rd party carrier, please provide instructions including a contact name and number at the time of order placement. In the event that a customer chooses to use their own 3rd party carrier, all responsibility and liability for the shipment is assumed by the customer and their carrier at the time of pick up from the Worlds Away warehouse. All items are inspected before being loaded on the truck. In turn, all items should be  inspected and counted upon receipt. If there are any issues, your carrier should be notified.  

• Company: __________________________________
• Date: _____________________________________
• Print name: _______________________________
• Signature: ________________________________

• 322 S. Hollywood Street
• Memphis, TN 38104
• P: 901‐529‐0844
• F: 901‐527‐3406
• Warehouse hours: 8:a.m. - 4:p.m.

Returns & Replacements

Worlds Away works to ensure all products are free of defects. All items carry an acceptable variation due to the handcrafted nature of our products.

CLAIMS: All damage claims MUST be filed within 10 days of initial receipt, no exceptions. Quality or defective claims may be reported as soon as the issue is apparent. Any customer wishing to file a claim may submit an email to claims@worlds-away.com or visit our website to fill out the claim form. All claims must be in writing and must include the following information: 1) Photographs of the product AND the box it arrived in; 2) Worlds Away invoice number; 3) Bill to and ship to information; and 4) Product SKU.

RETURNS: Any customer wishing to return any item must first contact Worlds Away for prior approval. For all returns, it is the customer’s responsibility to return the product back to Worlds Away. Once the product is received in perfect condition, the original form of payment will be credited for the amount of the product minus original freight and a 25% restocking fee. Since Worlds Away is unable to refund a damaged product, it is advised that the customer insure the product with the preferred shipping company when returning; that way, if the item arrives damaged, the customer may file a claim with the shipper for reimbursement. Returns will not be accepted if a previous claim for a particular product has been closed under the original invoice to keep on an “as is” basis and/or if the item has been repaired locally.

Ordering

ORDERS: Orders should be placed through a Worlds Away Sales Representative, on the Worlds Away website, or by emailing a PO to the email address sales@worlds-away.com. No verbal orders will be accepted. All orders will be shipped “as ready” unless specified in writing to “ship complete. Product availability is listed online at www.worlds-away.com upon logging in.

BACKORDERS: All backorders will be shipped as soon as possible and will be kept on file unless cancelled in writing and said cancellation is confirmed by Worlds Away.

CATALOGS & SAMPLES: Worlds Away catalogs can be purchased for $25. Sample sets of product finishes can be purchased for $75. A kit containing a catalog and sample set can be purchased for $95.

CANCELLATION / REVISION POLICY: Orders are processed and ship immediately if product is in stock. Please check order confirmation closely and contact sales@worlds-away.com as soon as possible with any revisions. All cancellations and/or revisions MUST be in writing. You MUST receive written confirmation of a cancellation from Worlds Away before you may consider your order cancelled. Orders may only be cancelled or revised prior to orders’ invoice date.

Payment, Pricing & Promotions

PAYMENT: All first time orders must be accompanied by a credit card or other prepayment method.

ACCEPTABLE PAYMENT METHODS: Worlds Away accepts payment by check, Master Card, Discover, Visa, American Express, domestic ACH transactions, and electronic fund transactions in U.S. dollars. Customers paying by ACH will receive a credit equal to 2% of the value of merchandise purchased to apply towards future purchases at Worlds Away. Domestic and Canadian EFT payments are subject to a $25.00 bank fee; International wire transfers are subject up to a $50 bank fee. A $35.00 returned check fee will be charged on all returned checks.

TERMS: Worlds Away may extend Net 30 terms to qualified applicants, only after the first-time order has been completed and prepaid in full. To apply for terms, customers may complete a Worlds Away credit application and return to accounting@worlds-away.com. An outside credit reporting service may be used in the application process. Customers must retain a credit card on file, to be charged automatically if timely payment is not made. Late payments are subject to 1.5% finance charge per month plus all collection fees. Special Terms may be revoked at any time.