Delivery & Product Inspection Guidelines
LOFTGRAIN · DELIVERY & CUSTOMER CARE
Delivery & Product Inspection Guidelines
Important Things to Know When Receiving Your Furniture.
Receiving new furniture is an important part of your shopping experience. Because furniture can be large, heavy, and packaged with multiple components, taking a few moments to inspect your delivery can help protect your purchase and make any necessary after-sales assistance easier. This guide explains what to check before, during, and after receiving your loftgrain order.
1. Prepare Before Your Delivery Arrives
A little preparation can make receiving large furniture products safer and more convenient. Before your order arrives, we recommend reviewing the following points.
Check Your Delivery Information
Review your order confirmation and delivery address to make sure the information is accurate. If you notice an issue with your order details, contact us as soon as possible.
Measure Your Available Space
Consider the dimensions of doorways, hallways, staircases, elevators, and the intended room. Make sure there is enough clearance to move the packaged furniture safely into your home.
Prepare a Suitable Receiving Area
Clear the space where the furniture will be placed or inspected. Remove obstacles and protect floors and nearby surfaces where necessary.
Arrange Assistance for Large Items
Some furniture pieces may be difficult to handle alone. Consider arranging appropriate assistance before moving heavy or oversized packages.
2. What to Check When Receiving Your Order
When your furniture arrives, take a moment to examine the package before moving it into your home or opening it.
Check the Package Count
Compare the delivered packages with the available order or delivery information. Some furniture products may arrive in multiple boxes or separate packages.
Inspect the Outer Packaging
Look for visible signs of damage, including crushed corners, punctures, torn cardboard, broken seals, water exposure, or severe deformation.
Look for Signs of Improper Handling
Pay attention to packaging that appears heavily compressed, unusually bent, or damaged in a way that could affect the furniture inside.
Confirm the Delivery Details
Check that the package labels and available delivery information correspond to your order, where such information is provided.
If you notice visible damage, we recommend photographing the affected packaging before opening it. Keep any relevant delivery documentation for reference.
3. What to Do If the Package Is Damaged
If your package arrives with visible damage, take reasonable steps to document the condition and protect the product.
Photograph the Packaging
Take clear photographs of the entire package and close-up images of any dents, tears, punctures, crushed areas, or other visible damage.
Document the Delivery Condition
Where possible, keep relevant delivery records and document any visible concerns at the time of receipt.
Inspect the Contents Carefully
If it is safe to do so, carefully inspect the furniture after opening the package to determine whether the damage has affected the product itself.
Contact Our Support Team
Send us your order number, a description of the issue, and the available photographs so that we can review the situation and discuss the appropriate next steps.
Please do not discard the original packaging or damaged components before the matter has been reviewed, where reasonably possible.
4. Inspect Your Furniture After Unpacking
Once the package has been opened, carefully examine the product before assembly or regular use.
Surface and Finish
Check visible surfaces for scratches, cracks, dents, chips, peeling finishes, or other unusual conditions.
Structural Components
Inspect the main panels, frames, legs, joints, and other structural parts for visible damage or deformation.
Hardware and Accessories
Check the included screws, connectors, handles, hinges, brackets, and other listed accessories against the product instructions.
Product Dimensions and Configuration
Confirm that the product type, configuration, and listed dimensions correspond to the item you ordered.
Assembly Instructions
Review the available assembly instructions and confirm that the required components appear to be present before beginning installation.
5. Understanding Natural Materials and Surface Variations
Furniture made with natural materials may display variations in appearance. These characteristics can be part of the material's natural composition rather than signs of damage.
Natural Wood Grain
Wood may have variations in grain patterns, color tones, knots, and texture. These differences can occur naturally between individual pieces.
Color and Finish Differences
The perceived color of a furniture finish may vary depending on lighting conditions, screen settings, material characteristics, and the surrounding environment.
Fabric and Upholstery Texture
Fabric textures and surface appearances may vary depending on the material, weave, lighting, and manufacturing characteristics.
Material-Specific Characteristics
Different materials may have their own natural textures and visual characteristics. Compare the received product with its description and specifications when assessing a concern.
Natural variation should not be confused with significant damage, structural defects, or a product that materially differs from its description.
6. Missing Parts, Accessories, or Incorrect Items
If your order appears to be incomplete or contains an incorrect item, please check the product packaging and available instructions carefully before reporting the issue.
For furniture products, smaller components and assembly hardware may be packed separately or placed in protective packaging inside the main box.
If an item is still missing or incorrect, please provide:
- Your order number.
- The name or description of the affected product.
- The missing or incorrect component details.
- Photographs of the contents and relevant packaging, where available.
Our support team can review the information and determine the appropriate next steps.
7. Important Precautions Before Assembly
Proper assembly is essential for furniture stability, safety, and long-term use. Before assembling your product, please keep the following precautions in mind.
Read the Instructions First
Review all available assembly instructions before connecting or installing any components.
Check All Components
Confirm that the main parts and hardware are present before starting assembly.
Use Appropriate Tools
Use suitable tools and follow the recommended assembly sequence. Avoid excessive force when tightening fasteners.
Protect Surfaces During Assembly
Place furniture components on a clean, soft, and stable surface to help prevent scratches and accidental damage.
Do Not Assemble Damaged Components
If a structural part appears cracked, bent, or otherwise damaged, stop assembly and contact us for guidance before using the product.
8. Furniture Handling and Safety
Furniture products can be heavy, bulky, or difficult to move. Please handle packages and assembled products carefully.
Avoid Lifting Heavy Items Alone
Use appropriate assistance when moving heavy or oversized furniture to reduce the risk of personal injury or accidental product damage.
Keep Children Away During Unpacking
Keep children and pets away from unpacking materials, tools, sharp edges, and unsecured furniture components.
Dispose of Packaging Carefully
Remove packaging materials from walkways and keep plastic wrapping, straps, and small packing components away from children and pets.
Secure Furniture Where Appropriate
Follow the product's safety instructions. Tall or freestanding furniture may require appropriate anti-tip anchoring to help reduce tip-over risks.
9. Keep Your Delivery Records and Photographs
Keeping basic records of your delivery can make it easier to explain a problem and provide relevant information if you need assistance.
We recommend keeping:
- Your order confirmation and order number.
- Photographs of the outer packaging when damage is visible.
- Photographs of damaged or defective furniture components.
- Photographs of missing or incorrect items, where relevant.
- Relevant delivery and support correspondence.
Clear photographs and accurate descriptions can help us understand the issue and review your request more efficiently.
10. When Should You Contact Us?
Please contact loftgrain if you discover an issue with your delivery or product, including:
- Visible packaging damage.
- Scratches, cracks, dents, or structural damage.
- Missing parts, hardware, or accessories.
- An incorrect product or configuration.
- Other concerns that prevent the product from being used as intended.
When contacting us, please provide your order number, a clear explanation, and relevant photographs where available.
We will review the information you provide and communicate the appropriate next steps in accordance with the relevant policies and applicable consumer rights.
11. Frequently Asked Questions
What should I do if the package arrives damaged?
Photograph the damaged packaging and, if safe, inspect the contents. Contact us with your order number and relevant photographs so we can review the issue.
Should I throw away the original packaging?
We recommend keeping the original packaging until you have completed your inspection and confirmed that everything is in order. It may also be useful if a return or transportation review becomes necessary.
What if a screw or accessory is missing?
Check the packaging and assembly instructions first. If the component is still missing, contact us with your order details and a description of the missing part.
Are natural wood grain variations considered damage?
Not necessarily. Natural wood may vary in grain, color, and texture. However, cracks, significant structural damage, or other conditions inconsistent with the product description should be reported.
Can I assemble furniture before inspecting it?
We recommend inspecting the product and checking all components before assembly. If you notice damaged structural parts, stop assembly and contact us before using the product.
Does signing for delivery mean I lose my right to report damage?
No. Receiving or acknowledging delivery does not automatically eliminate any applicable consumer rights concerning damaged, defective, or incorrect products. Please document the issue and contact us for assistance.
A BETTER DELIVERY EXPERIENCE
Receive with Care.
Inspect with Confidence.
Enjoy Your Space.
At loftgrain, we want every furniture delivery to be a positive step toward creating a comfortable home. Taking time to inspect your order helps you enjoy your new furniture with greater confidence and gives us the information needed to assist when something is not right.
12. Contact Information
If you have questions about receiving your order, inspecting your furniture, or reporting a delivery issue, please contact loftgrain using the information below.
Business Name
loftgrain
Business Address
161-4 Kokubu
Ueda-shi, Nagano 386-0016
Japan
Email Address
plankwright@loftgrain.com
Phone Number
+81 (708) 308 92 99
Customer Support Hours
Monday–Friday, 9:00 AM–5:00 PM.
loftgrain · Thoughtful Choices for Everyday Living.