Asked Questions (FAQ) – TP MEDIA LLC

I. Introduction: Your Questions, Answered

Welcome to the TP MEDIA LLC Frequently Asked Questions (FAQ) hub. We believe that an informed customer is a confident customer. This resource has been meticulously crafted to provide you with immediate, clear, and detailed answers to the most common questions we receive about our products, services, and policies. We understand that purchasing furniture online is a significant decision, and it’s natural to have questions before, during, and after your purchase.

This page is organized into logical sections to help you find the information you need quickly and efficiently. We have compiled questions covering everything from product specifics and ordering to shipping, returns, and account management. Please browse through the categories below. If you cannot find the answer to your specific question, our dedicated customer service team is always ready to assist you at lethanh1885@gmail.com.

II. Product Information & Selection

Q1: What types of furniture does TP MEDIA LLC specialize in?
A: TP MEDIA LLC is your premier online destination for core home furnishings. We specialize in three key categories:

Tables & Seating: This includes a wide array of dining tables, coffee tables, end tables, desks, dining chairs, barstools, and accent chairs.
Rugs: We offer a curated selection of area rugs in various sizes, pile heights, and patterns, from modern minimalist designs to traditional and transitional styles.
Beds: Our collection features bed frames and headboards in various designs, including platform beds, upholstered beds, and storage beds, catering to different aesthetic preferences and functional needs.

Q2: How can I be sure about the quality of your furniture?
A: We are deeply committed to quality, which is why we have a rigorous multi-step vetting process:

Material Selection: We prioritize solid woods, high-grade engineered wood with thick veneers, and premium metals for frames and legs.
Construction Standards: Our manufacturers are chosen for their expertise in joinery techniques (e.g., dovetail, mortise-and-tenon where applicable), reinforced structures, and durable hardware.
Finish Durability: We use finishes and stains that are designed to resist scratching, fading, and moisture, ensuring your furniture looks beautiful for years.
Detailed Product Pages: Each product page includes high-resolution images, detailed material lists, and precise dimensions to set accurate expectations.

Q3: The colors look different on my screen. How can I know the true color?
A: This is a common challenge with online shopping. Monitor and phone displays calibrate color differently. To help you get the most accurate representation:

Read the product description carefully for specific color names and material descriptions (e.g., “Espresso Brown stained oak,” “Charcoal Grey linen-weave fabric”).
Look at multiple product images, including close-ups of the grain and texture.
If you are still uncertain, please email us at lethanh1885@gmail.com, and we may be able to provide additional, unedited photos or detailed material samples for select items.

Q4: Are your products easy to assemble?
A: The majority of our furniture is designed for efficient shipping and requires home assembly. The complexity varies by item:

Typically Straightforward: Chairs, small tables, and some bed frames often have simpler assembly with clear, step-by-step instructions and all necessary tools provided.
Moderately Complex: Larger items like dining tables or complex storage beds may require two adults and more time for safe and correct assembly.
We Provide Support: Every product includes a detailed instruction manual. If you encounter any issues, our customer service team can provide guidance and, if necessary, assist with obtaining replacement parts.

Q5: Do you offer custom-made or customized furniture?
A: Currently, our core business model focuses on our curated in-stock collections to ensure consistent quality and timely delivery. We do not offer custom sizing, fabric, or finish alterations on our standard product lines at this time. However, we are actively exploring made-to-order options for the future as part of our growth strategy. Please check our website or sign up for our newsletter for future updates.

III. Ordering, Pricing & Payment

Q6: How do I place an order?
A: Placing an order is simple:

Browse our collections and add your desired items to your shopping cart.
Click on the cart icon to review your selections.
Proceed to checkout, where you will enter your shipping address and contact information.
Select your preferred shipping method.
Choose your payment method (Credit/Debit Card, Apple Pay, Google Pay) and enter your secure payment details.
Review your order summary and confirm your purchase. You will receive an order confirmation email immediately.

Q7: What payment methods do you accept?
A: We accept all major payment methods through our secure partner, Stripe, ensuring your financial data is protected. This includes:

Credit and Debit Cards (Visa, Mastercard, American Express, Discover)
Digital Wallets (Apple Pay, Google Pay)
Other payment options may be available at checkout through Stripe, such as Link or Buy Now, Pay Later services.

Q8: Is my payment information secure?
A: Absolutely. Security is our top priority. We do not store your full payment details on our servers. All transactions are processed directly through Stripe, a PCI DSS Level 1 certified payment processor—the most stringent level of certification in the industry. Your data is encrypted end-to-end.

Q9: Why was my credit card declined?
A: Payment declines are initiated by your bank, not by us. Common reasons include:

Insufficient funds or credit limit.
Incorrectly entered card number, expiration date, or CVV code.
Your bank’s fraud protection system flagging the transaction as unusual. We recommend contacting your bank directly to pre-approve the transaction before trying again.

Q10: The item I want is out of stock. When will it be back?
A: We work hard to maintain stock levels, but popular items can sell out quickly. On the product page, you can often enter your email address to be notified automatically when the item is back in stock. You can also contact our customer service team, who can often provide an estimated restock date based on our supply chain information.

IV. Shipping & Delivery

Q11: Where does TP MEDIA LLC ship?
A: We are proud to ship to all 50 states within the United States and also offer international shipping to many countries. Shipping costs and delivery times for international orders vary based on destination and are calculated at checkout.

Q12: What are my shipping options and costs?
A: We offer several shipping options to meet your needs:

Standard Shipping: Our most economical option. Delivery times typically range from 5-10 business days within the continental U.S.
Expedited Shipping: A faster option for an additional fee, typically delivering in 2-4 business days.
White Glove Delivery (Select Items): For large items, we may offer an optional White Glove service, which includes in-room delivery, assembly, and removal of packaging materials for a fee.
Exact shipping costs are calculated in real-time at checkout based on your location, the size/weight of the items, and the selected shipping speed.

Q13: How will I know when my order has shipped?
A: Once your order is processed and leaves our warehouse, you will receive a shipping confirmation email that includes your tracking number(s) and a link to monitor your package’s progress.

Q14: What should I do if my order arrives damaged?
A: We are sorry to hear that! Please follow these steps immediately:

Do not refuse the delivery. Accept the package and note any visible damage on the carrier’s delivery receipt.
Inspect within 48 hours. Unbox and inspect the item thoroughly as soon as possible.
Document the damage. Take clear, well-lit photographs and/or a video showing the damage and the packaging.
Contact us. Email us at lethanh1885@gmail.com with your order number, a description of the damage, and the photographic evidence. We will promptly arrange for a replacement part or a full product exchange at no cost to you.

Q15: Can I change my shipping address after I’ve placed my order?
A: We can only modify the shipping address if the order has not yet entered the packing process. Please contact us immediately via phone or email with your request. Once an order has been shipped, we are unable to reroute the package.

V. Returns, Refunds & Exchanges

Q16: What is your return policy?
A: We offer a 30-day return policy from the date of delivery for items in new, unused condition, in their original packaging, and with all parts included. The customer is responsible for the cost of return shipping for change-of-mind returns. Original shipping fees are non-refundable. Please see our full [Refund and Return Policy] for complete details.

Q17: How do I initiate a return?
A: To start a return, you must first contact our customer service team at lethanh1885@gmail.com within 30 days of delivery to receive a Return Merchandise Authorization (RMA) number. Returns shipped without an RMA number will not be accepted.

Q18: How long does it take to receive my refund?
A: Once we receive and inspect your returned item (a process that takes 3-5 business days), we will process your refund. The refund will be issued to your original payment method. Please allow 5-10 additional business days for the refund to post to your bank or credit card account.

Q19: Do you offer exchanges?
A: To get you the correct item as quickly as possible, our process is to handle a return for the unwanted item and then have you place a new order for the desired item. This ensures your new order is prioritized and shipped without delay.

Q20: Are there any items that cannot be returned?
A: Yes, for health and safety reasons, and to ensure product integrity, the following are non-returnable unless they arrive defective:

Final Sale or Clearance items.
Custom or Made-to-Order products.
Upholstered items that have been unsealed from their original plastic packaging.
Any item not in its original condition, missing parts, or damaged by the customer.

VI. Account & Website Support

Q21: How do I create an account?
A: You can create an account during the checkout process by setting a password, or you can go to the “My Account” section of our website and click “Register.”

Q22: I forgot my password. How can I reset it?
A: On the login page, click the “Lost your password?” link. Enter your username or email address, and you will receive an email with a link to create a new password.

Q23: I’m having technical issues with the website. What should I do?
A: We apologize for the inconvenience. Please try refreshing the page, clearing your browser’s cache and cookies, or trying a different browser. If the problem persists, email us at lethanh1885@gmail.com with a description of the issue, the page you were on, and a screenshot if possible. Our technical team will investigate promptly.

Q24: How can I update my newsletter subscription preferences?
A: You can unsubscribe at any time by clicking the “unsubscribe” link at the bottom of any marketing email you receive from us. To manage other preferences, you can log in to your account on our website.

VII. Contact & Service

Q25: What is the best way to contact customer service?
A: You can reach our dedicated customer service team via:

Email: lethanh1885@gmail.com (Recommended for non-urgent, detailed inquiries)
Phone: +84387093064 (Recommended for urgent or complex matters. Available 9 AM – 5 PM CST, Mon-Fri)
Live Chat: Available on our website during business hours for quick questions.

Q26: What are your customer service hours?
A: Our customer service team is available via phone and live chat from 9:00 AM to 5:00 PM Central Standard Time (CST), Monday through Friday. Emails are monitored frequently during these hours, and we strive to respond to all inquiries within 4-8 business hours.

We hope this FAQ page has been helpful. At TP MEDIA LLC, we are committed to ensuring your experience is exceptional from start to finish. Thank you for choosing us to be a part of your home.