Vast Market Frequently Asked Questions

Contact Vast Market

How do I contact Vast Market?
Can I request a free catalog?

Business Hours

What are your hours?
Is it possible to visit a showroom near me?
What is Vast Market’s mailing address?

Ordering and Product Information

How do I place an order?
Do you offer color samples?
Do you offer additional products not shown online?
Do you offer assembly and/or installation services?
Do your products meet fire codes?

Managing Your Vast Market Account

Am I required to create an account to place an order?
What if I forget my password?

Mailing Lists

Can you add/remove me to/from your mailing list?
Can you change my name and/or address on your mailing list?

Payments & Quantity Discounts

Which credit cards can I use for my order payments?
Do you allow Purchase Orders?
Do you offer open credit and what are the requirements to qualify?
Do you offer volume discounts?
Do you charge sales tax?

Shipping and Delivery Questions

How will my furniture be delivered to me?
What does “Truck” delivery imply?
What is a “Liftgate” delivery?
What is “Inside Delivery”?
How are my shipping and delivery fees calculated?
How long after I place my order will the ordered items be delivered?
Can I receive faster shipping on my orders?
What should I look for when I inspect my order at the time of delivery?
What do I do if my products arrive damaged or broken?
Can I buy replacement parts?

Returns and Order Cancelations

What is the return policy for orders through Vast Market?
How do I return my Vast Market items if I am not satisfied?
Who do I contact if I need to return Vast Market items?
Can I cancel an order?

Answers


Contact Vast Market

Q: How do I contact Vast Market?

Phone: 847-731-5000
FAX: 847-246-4575
Email: info@vastmarket.com

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Q: Can I request a free catalog?

Shopping on VastMarket.com is a completely web-based shopping experience. For products, pricing, options, and our convenient email contact form, please browse our website.

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Business Hours

Q: What are your hours?

Our experienced customer service team is ready to assist with questions and telephone orders between 7am and 6pm CST, Monday through Friday.

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Q: Is it possible to visit a showroom near me?

Vast Market is an entirely web-based online store offering premium-quality furniture selections with discount prices. Unlike franchise shops, Vast Market does not have a showroom and all of our products ship from different manufacturers. We may, however, have customers in your area that would be happy to show you furniture collections they have purchased for their business or office space. Call 847-731-5000 for details.

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Q: What is Vast Market’s mailing address?

Vast Market
PO Box 150
1224 W. 27th Street
Zion, IL 60099
USA

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Ordering and Product Information

Q: How do I place an order?

Orders may be placed using our secure online checkout system. Simply select items from our online Vast Market catalog, customize the items where applicable, and click “Add to Cart.” When the order is complete, from the Shopping Cart click on “Proceed to Checkout” and you will be transferred to our secure checkout page to complete your order process. We also accept telephone orders for further customization or quantity discount options. For telephone orders, or for questions, call our exceptional customer service team weekdays from 7am until 6pm at 847-731-5000.

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Q: Do you offer color samples?

We do offer color samples free of charge. Some colors are not fully represented by images on our website, or represented with inconsistent appearance due to screen resolution, web browser settings, or differences between viewers. Contact our sales team at 847-731-5000 to request color samples or fabric swatches.

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Q: Do you offer additional products not shown online?

All of our available products are listed on our Vast Market websites and more products are added regularly. If you are looking for something specific and don’t see it on the website, call our sales team at 847-731-5000 for assistance in finding items and placing your order.

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Q: Do you offer assembly and/or installation services?

Contact our sales team regarding assembly and installation options. We offer both services and are happy to provide an estimate upon request. Items that ship fully assembled are listed as such throughout the website.

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Q: Do your products meet fire codes?

Our extensive line of quality furniture collections offers a large selection of options that meet standard fire codes. For specific information regarding products you are interested in, contact our sales team at 847-731-5000 from 7am until 6pm CST Monday through Friday.

Some items feature fire code and safety information within the item description section. Specifically – CAL TB117 refers to the California Technical Bulletin 117-75 which went into effect in October 1975 to establish regulations for testing that upholstered furniture meet minimum fire safety standards.

CAL TB133 refers to the regulated standard for flammability as outlined by the California Bureau of Home Furnishings and Thermal Installation. CAL TB133 is a full-scale test for fire safety administered to furniture produced for use in public buildings. A fire-retardant lining is built into furniture between fabric upholstery and foam cushions to serve as a fire extinguisher and reduce flame for enhanced safety.

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Managing Your Vast Market Account

Q: Am I required to create an account to place an order?

To place an order, you will need to create an account either through our websites or with a sales team member via telephone. We use your account to track purchases and assist if problems arise with shipping, delivery, or if returns are necessary. This also helps track past purchases, which benefits many customers who wish to add to their existing collection or furniture arrangement. You may log into your account any time after making it to view past orders, current orders, to save multiple shipping addresses, to create quotes for items from our large selection of high-quality furniture, and make other changes to your account as needed.

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Q: What if I forget my password?

Forgotten passwords are an easy fix. Click on the “Forgot Your Password?” link on the login screen and follow the prompts. You may also contact our customer service team and your password will reset over the phone.

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Mailing Lists

Q: Can you add me to your mailing list? (or - Can you remove me from your mailing list?)

We are happy to add your email to our email mailing lists. Please create your account through our websites or call our customer service representatives at 847-731-5000 weekdays from 7am to 6pm CST. To remove your email from our mailing list, use the “Contact Us” online form, or call during the business hours listed and one of our representatives will assist your promptly.

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Q: Can you change my name and/or address on your mailing list?

To make name changes and/or address changes in your online account or to make changes to the information provided for our email mailing lists, go to “My Account” and update as needed. You may also contact our sales team during business hours (weekdays from 7am until 6pm CST) at 847-731-5000. You may also email us at info@vastmarket.com or use the Contact Us page to send us a message.

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Payments & Quantity Discounts

Q: Which credit cards can I use for my order payments?

For your convenience, Vast Market accepts Visa, Master Card, Discover and American Express as standard forms of payment.

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Q: Do you allow Purchase Orders?

Vast Market does accept Purchase Orders from public schools, government agencies, and federal organizations that have already contacted us to establish credit terms. When placing your online order, select “Purchase Order” as the payment method to complete the checkout. Upon order completion, send us your authorized Purchase Order using FAX (847-246-4575) or email (info@vastmarket.com).

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Q: Do you offer open credit and what are the requirements to qualify?

Vast Market reserves the right to approve or decline credit to customers on a case-by-case basis. The decision to extend a line of credit to a given customer is a decision made by Vast Market management after reviewing certain considerations. For details or to request credit, contact our sales team at 847-731-5000 during business hours (Monday through Friday 7am to 6pm CST).

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Q: Do you offer volume discounts?

Volume discounts or quantity discounts are available on many of our product lines. Contact our experienced sales team for more details.

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Q: Do you charge sales tax?

As per Illinois state law, Vast Market charges 7% sales tax on orders shipped to locations within the state of Illinois. If your purchase is for a tax-exempt organization, please send a copy of your tax exemption certificate with your order. Vast Market does not collect sales tax for orders outside of Illinois unless law requires such tax collection.

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Shipping and Delivery Questions

Q: How will my furniture be delivered to me?

Items that fall within shipping limits of UPS are shipped via UPS for hassle-free ordering and delivery. Items that are too large for UPS shipping will require freight or truck delivery.

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Q: What does “Truck” delivery imply?

“Truck” delivery implies that the delivery driver is only required to move the shipped items to the back of the truck, thus the tailgate of the trailer. The recipient of the order is then responsible for moving the items off the truck and into the delivery location building.

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Q: What is a “Liftgate” delivery?

For heavy items, a liftgate is used to lower the items from the back of the truck to the ground. However, if your facility has a loading dock where the driver can back the truck into a dock that is level with the back of the truck, a liftgate is not needed.

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Q: What is “Inside Delivery”?

Inside Delivery implies the delivery truck driver will unload the shipped packages from the truck and bring the packages inside the door of the delivery location building. This is essentially a delivery method that ensures packages are not left exposed to the weather or elements. Recipient is required to assist driver in this process.

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Q: How are my shipping and delivery fees calculated?

Shipping and delivery fees are determined by a combination of factors: shipping origin, destination location, weight of the packages, size of the packages, and required (mandatory) delivery services. Our websites will automatically calculate your shipping charges at the shopping cart screen. You maybe also call our sales team for a shipping and delivery estimate.

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Q: How long after I place my order will the ordered items be delivered?

As explained in our Terms and Policies page, delivery estimates are only “best guesses” based on our shipping and delivery history. Shipping times will vary. For most items, estimated shipping times are listed on the product page on the “Shipping” tab. We are happy to offer the best assistance possible with setting up your order for fast and efficient, stress-free delivery.

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Q: Can I receive faster shipping on my orders?

Contact our customer service team at 847-731-5000 during business hours (7am to 6pm CST, Monday through Friday) for assistance if you require faster delivery of your order. Many popular items are ready for shipment within five (5) business days.

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Q: What should I look for when I inspect my order at the time of delivery?

You will be handed a shipping and delivery receipt with your delivered items. Before signing this sheet, note any discrepancies in or damage to your order. Thoroughly inspect all delivered items by opening the individual boxes even if the exterior of each shipping container appears intact and undamaged.

Any noted damage constitutes delivery refusal by the customer. Simply mark on the receipt the product or products that are damaged and refuse acceptance. If you refuse delivery of any products for reasons other than damage (i.e. don’t like the color) you may be charged restocking or related fees. If you accept the delivery with damaged or broken items, be sure to save the entire packaging, including exterior cartons and inner packaging pieces, and contact our customer service team.

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Q: What do I do if my products arrive damaged or broken?

Any damage to your products noted at the time of delivery should be reported to our customer service team immediately. Freight shipping companies require Vast Market to report broken or damaged items within 5 days of receipt. Damage that is not brought to our attention within the 5-day time frame constitutes a waiver of damage claim. If you notice that components are missing during item assembly, contact our sales team immediately and we will assist with shipping you replace components as soon as possible.

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Q: Can I buy replacement parts?

Product warranties may cover replacement parts. If your product does not have a warranty or if the warranty has expired, replacement parts may be available for purchase. Contact us with specific product replacement part questions.

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Returns and Order Cancelations

Q: What is the return policy for orders through Vast Market?

Returns are expected within 30 days of your receipt of your order. If your items arrive on the first of the month, returns must be processed by the 30th of that month. No unauthorized return shipments will be accepted. Contact our sales team for your return authorization and to setup pickup and return shipping of the items. Freight charges and restocking fees may apply and the customer is responsible for these additional convenience fees.

Items that have been assembled and/or used are considered non-returnable. All original packaging must be intact.

Custom-made items and personalized items (e.g. logo printing, name printing) are non-returnable. These items are listed as “non-returnable” in their respective item description sections and many require telephone orders to ensure the order is processed accurately.

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Q: How do I return my Vast Market items if I am not satisfied?

To process a return, contact our customer care specialists at 847-731-5000 weekdays between the hours of 7am and 6pm CST. No returns will be accepted if sent without authorization. You MUST contact us within the allotted time for your returns and we will provide return authorization for the given products. You will be notified of any additional charges for return shipping and restocking of returned items.

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Q: Who do I contact if I need to return Vast Market items?

Contact our customer service team at 847-731-5000 and someone will assist you with your return authorization and explain the return process and charges.

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Q: Can I cancel an order?

Vast Market requires a written cancellation signed and authorized by appropriate personnel. Cancelled orders may be subject to the manufacturer’s cancellation fees if the order has already been assembled and ready to ship. Contact our customer service team as soon as possible if you need to cancel your order and someone will review your current order status and explain your options. Customer service can be reached Monday through Friday at 847-731-5000 between normal business hours of 7am and 6pm Central Standard Time.

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