POLICIES AND PROCEDURES

Revision: July 2026

These Terms & Conditions apply to all purchases from The Bob Timberlake Gallery and are intended to protect both our customers and our company while ensuring a premium buying experience.

1. Orders & Acceptance

All orders are subject to manufacturer acceptance and product availability. Verbal representations do not modify these written terms.

2. Deposits & Payment

A minimum 50% deposit is required on all custom or special orders. The remaining balance is due prior to pickup or delivery unless otherwise agreed in writing. Merchandise will not be released until payment has been received in full. If paying by Check, items will not be released until the check funds have cleared.

3. Custom & Special Orders

Custom, made-to-order, special-order, and non-stock merchandise is ordered specifically for the customer and cannot be cancelled, returned, or exchanged once submitted to the manufacturer. If a manufacturer agrees to cancel an order, the customer remains responsible for all cancellation, freight, and restocking charges, which may equal up to 100% of the purchase price.

4. Estimated Delivery Dates

Delivery dates are estimates only. Manufacturing delays, raw material shortages, freight disruptions, weather, tariffs, labor issues, and other events outside the Gallery's control do not constitute grounds for cancellation, refusal, price reduction, or damages.

5. Returns & Exchanges

In-stock merchandise may be considered for return within three (3) days of pickup or delivery with management approval. Approved returns are subject to a 30% restocking fee and must be in new condition. Furniture with smoke or animal damage or smell will not be considered for return. Refunds are issued as store credit only. Clearance, floor samples, artwork, mattresses, adjustable bases, pillows, bedding accessories, and all custom/special orders are final sale.

6. Inspection & Acceptance

Customers must inspect merchandise at pickup or delivery and report visible damage before the delivery team leaves. Failure to do so constitutes acceptance except for concealed manufacturer defects covered under warranty.

7. Delivery

The customer is responsible for ensuring safe access, adequate doorways, stairways, elevators, and a clear path. Additional charges may apply for difficult deliveries, rescheduling, failed deliveries, or special equipment. The Gallery and its delivery partners are not responsible for damage resulting from inadequate access or customer instructions.

8. Storage

Customers should accept delivery within fourteen (14) days of notification. Storage beyond thirty (30) days may incur storage charges if approved and space is available.

9. Customer Pickups

Once merchandise leaves the Gallery or warehouse with the customer or their representative, all responsibility for transportation and condition transfers to the customer.

10. Warranties

Manufacturer warranties apply where provided. The Gallery is not the warrantor but will assist customers in facilitating warranty claims. Normal wear, abuse, misuse, pet damage, commercial use, improper cleaning, or unauthorized repairs are excluded.

11. Limitation of Liability

The Gallery's liability is limited to repair, replacement, or other remedies provided by the applicable manufacturer. Incidental or consequential damages are excluded to the fullest extent permitted by law.

12. Refused Deliveries

The Bob Timberlake Gallery and our White Glove Delivery partners make every effort to ensure your furniture arrives in excellent condition and is professionally installed. We ask that customers carefully inspect all merchandise during delivery.

A delivery is considered refused when:

The customer declines to accept merchandise that conforms to the original sales order.
The customer is unavailable or refuses delivery during a confirmed delivery appointment.
Delivery cannot be completed because the home is not prepared, access is restricted, measurements are inadequate, pets are unsecured, or another customer-related condition prevents completion of the delivery.
The customer requests that merchandise be returned to the warehouse after it has been loaded for delivery for reasons unrelated to manufacturer defect or shipping damage.

If a delivery is refused for any of the reasons above:

The customer is responsible for all additional transportation, redelivery, storage, and handling charges incurred.
Merchandise will be returned to our warehouse and held pending further instruction.
Storage fees may begin after 14 days from the date of the refused delivery if alternate arrangements have not been made.
Refusal of delivery does not constitute cancellation of the purchase agreement, particularly for custom or special-order merchandise.
If the customer ultimately cancels the order after refusing delivery, the transaction will be governed by the Gallery's Custom/Special Order Cancellation Policy or Returns Policy, including any applicable restocking fees, freight charges, and manufacturer cancellation costs.

If merchandise arrives with visible shipping damage or a verified manufacturer defect, customers should note the issue with the delivery team before signing for the delivery. The Bob Timberlake Gallery will work promptly with the manufacturer to repair or replace the affected item in accordance with the manufacturer's warranty and claims process. Customers are not expected to accept furniture that has sustained substantial shipping damage.

For the safety of our delivery personnel, deliveries may also be postponed or refused if the home presents unsafe conditions, including but not limited to blocked access, unsafe walkways, aggressive animals, construction hazards, or unsanitary conditions.

I understand that refusing a delivery of merchandise that conforms to my sales order does not cancel my purchase and may result in additional delivery, storage, freight, and restocking charges.

13. Natural Characteristics of Furniture

The Bob Timberlake Gallery specializes in high-quality, handcrafted furnishings made from natural materials. The unique beauty of these materials is part of what makes each piece special.

The customer acknowledges and understands that the following are natural characteristics and are not considered manufacturing defects:

Variations in wood grain, mineral streaks, knots, sapwood, heartwood, color, and texture.
Natural changes in wood color resulting from exposure to sunlight, temperature, humidity, and the aging process.
Slight differences in stain color, sheen, distressing, wire brushing, hand-planing, saw marks, and other artisan finishing techniques.
Variations in leather grain, texture, natural markings, wrinkles, healed scars, insect bites, stretch marks, and color.
Slight variations in fabric color, texture, weave, pattern alignment, and dye lots.
Differences in the veining, color, and movement found in natural stone, marble, quartzite, slate, and other natural materials.
Slight dimensional variations and alignment differences that occur during normal manufacturing and construction.
The natural expansion and contraction of solid wood caused by seasonal changes in humidity and temperature, which may result in minor gaps, movement, or changes in fit over time.

Photographs, showroom samples, website images, catalogs, and finish samples are intended as representations only and may vary from the finished product due to lighting, printing methods, digital displays, and the natural characteristics of the materials.

Each piece of furniture is unique, and no two pieces will be identical. These natural variations are considered evidence of genuine craftsmanship and are not grounds for cancellation, return, exchange, warranty claim, or price adjustment.

The Bob Timberlake Gallery recommends maintaining an indoor relative humidity of 35%–55% and avoiding prolonged exposure to direct sunlight, excessive heat, or excessive moisture to preserve the beauty and longevity of your furniture.

I understand that furniture constructed from natural materials will exhibit unique variations in color, grain, texture, finish, and appearance, and that these characteristics are normal, expected, and are not considered manufacturing defects.

14. Governing Law

These Terms & Conditions are governed by the laws of the State of North Carolina.

15. Customer Acknowledgement

By placing an order, the customer acknowledges that they have read, understand, and agree to these Terms & Conditions.

Please reach out to the Bob Timberlake Gallery with any questions, or if we can help in any way.

336-249-4428