FAQ

1. Payment

1.1 Means of payment
In our USM Online Shop we accept credit cards from the providers Visa, MasterCard and American Express as means of payment. In order to pay for the ordered goods, you need to provide us with your name, your credit card number, the expiry date and the security code of your credit card. The three- or four-digit credit card security code can be found on the back of the card for Visa and MasterCard, and on the front for American Express. In addition, we apply the 3-D Secure procedure. 3-D Secure is a security procedure for online payments by credit card, which reduces the risk of fraud and the loss of payments due to card abuse. When using this procedure, you will be asked to enter a password you have previously chosen. This password is not to be confused with the credit card security code on the back of your credit card.
Your credit card will be charged at the time the order is made in our online shop.

1.2 3-D Secure Code security query
The 3-D Secure Code is a security procedure in order to reduce the risk of fraud and the loss of online payments due to card abuse. Providing the number, the expiry date and the security code of your credit card does not offer adequate security since all this information is on the credit card and thus available to third parties in case the card is stolen. The 3-D Secure Code offers additional protection because you as the holder of the credit card set a password which is only known to you.
In order to set the password you must register with the bank issuing your credit card (online procedure is possible). After you have registered and set the password, you can immediately use your credit card with the 3D-Secure Code.

1.3 Disclosure of Sales Tax
All product prices on our homepage exclude the applicable Sales Tax. After you have sent your order, we will send you a confirmation e-mail in which the details of your order are specified; the Sales Tax will be shown separately therein. If you require an additional invoice, please contact our customer service.

2. Shipping and delivery

2.1 Shipping methods
Our goods are shipped via authorized distribution partners.
Your furniture will be delivered to the delivery address in the continental United States indicated by you, i.e. to your apartment / office. Prior to delivery we or our distribution partners will call you at the given telephone number or contact you per e-mail in order to arrange a suitable delivery date with you. Goods may be delivered from Monday to Friday.

Our distribution partners will dispose of accumulating packaging materials directly on site.

2.2 Shipping costs
The costs for delivery, including assembly service and disposal of packaging on site, are represented as a percentage of the purchase price. Should the delivered goods not fit through the entrance door, the front door or the staircase or should you not take delivery of the goods at the requested delivery address on the mutually agreed date, we will have to charge you the costs for the unsuccessful delivery attempt. Outside of our standard delivery method, white glove delivery services are also available for a small surcharge and on request.

2.3 Delivery times
After we have received your order and payment, goods that can be delivered immediately are transferred to our authorized distribution partner. Such distribution partner will deliver the goods to you on the date arranged by phone or e-mail. As a general rule, orders are delivered within two weeks. In exceptional cases the delivery period may be extended, for example in case of deliveries to places outside of the usual delivery routes.

2.4 Different delivery address
You may give an invoice address and a delivery address in our online shop. Our distribution partners deliver the furniture to the delivery address in the continental United States indicated by you.

2.5 Tracking of goods
Your goods will be delivered by authorized distribution partners of USM. The delivery date is agreed with you in advance by phone or e-mail. If you have any questions with respect to your delivery, please do not hesitate to contact our customer service at customerservice@us.usm.com.

2.6 Deliveries abroad
Deliveries abroad are not possible. If you have any questions in this respect, please do not hesitate to contact our customer service.

3. Warranty

3.1 Complaints
Please contact our customer service by e-mail specifying your order number. Upon delivery, please inspect the goods at once for externally visible damage and immediately notify the responsible distribution partner of such damage. If the goods are clearly damaged, you may refuse to accept the delivery.

3.2 Warranty period
The warranty period for defects of USM products amounts to five years from delivery. In case of defects USM will at its discretion repair the product or against return of the defective parts substitute those with flawless parts.

4. Further information

4.1 Information materials
We would be happy to send you further information materials. In order to receive such information please register here providing us with your contact details.

4.2 Assembly instructions
In order to maintain the high USM quality in the entire manufacturing process and for product liability reasons our furniture systems are exclusively assembled, or in the case of a return shipment disassembled, by trained staff of our distribution partners.

4.3 Comprehensive planning of private / business spaces
Please contact our selected distribution partners in this respect. They have the necessary competence and technical equipment in order to develop a reconstruction proposal for you. You can find the addresses of our distribution partners here.