Client Agreement

Client must have the key to their home before the day of their scheduled appointment. The client will not be able to shop for furniture without the key.

If I do not receive services before the referral expiration date, I understand that I can only be referred to NWFB a total of three times within a year.

I give permission for my caseworker to release my name, address, and date of birth, along with demographic information to NWFB. I give NWFB permission to access and edit information about me on their database.

I understand that I will have up to 45 minutes to select my items during my furniture bank appointment.

I understand that NWFB provides used items and may not be able to provide me with all the items I request. Once my appointment is finished, I will not be able to return or look in the warehouse for additional pieces, regardless of the circumstances. Exchanges are not allowed.

I will notify NWFB within 7 days of receiving my furniture of any health concerns. After one week, due to environmental factors, NWFB can no longer be held responsible for any health risks.

NWFB offers no warranty or guarantee on donated items and is not liable for any medical or other damages caused by items.

PAYMENT REQUIREMENTS: There is a non-refundable processing fee that is charged whether or not services are ultimately provided. This fee covers administrative processing and scheduling availability, which begin once a referral is received. If I am responsible for my processing fee, payment is due at the time my referral is submitted. Delivery is available in certain areas for an additional $150 fee. If I am responsible for the delivery fee, payment is due at check-in.

PICK UP PROCEDURES: If I do not utilize NWFB’s delivery service, I must provide my own resources for moving the furniture, including vehicle space, rope, and other moving materials. Only one trip is allowed. NWFB staff can assist in loading the vehicle(s), but assume no responsibility for damage caused by items not loaded and/or tied down correctly. An enclosed rental truck is highly recommended.

RESCHEDULE POLICY: I will be allowed two reschedules. If I do not attend my third and final appointment, my referral will be considered expired, and a new referral submittal and $100 processing fee will need to be received.

NO CALL/NO SHOW POLICY: If I am unable to attend my appointment, I must let NWFB know via phone, voicemail, email before the scheduled appointment time. If I do not, I will be considered a No Call/No Show and will be required to call NWFB to reschedule.

NW Furniture Bank will make up to three contact attempts to schedule a shopping appointment. After the first contact attempt, I am welcome to call in to be scheduled. If NWFB is not able to reach me after three contact attempts, it will be my responsibility to contact NWFB to schedule my appointment.
My referral is valid for 60 days from the date it is submitted. After 60 days my request will be considered expired. After expiration, if I am still interested in receiving services, a new referral submittal and $100 processing fee will need to be received by NWFB.

If I do not receive services before the referral expiration date, I understand that I can only be referred to NWFB a total of three times within a year.

Delivery Policy

On my delivery date, I must be home or have another adult 18 years old or older there to accept my furniture. NWFB cannot deliver without an adult present.

The NWFB delivery team will make a courtesy call or text within my 4-hour delivery timeframe when they are on their way to my home. If I do not answer, they will still attempt to deliver my furniture.

For safety reasons, if I have children and/or pets I will make sure they are not in the way of the delivery staff while bringing items into my home. NWFB will not deliver if there are safety concerns.

I understand that the delivery team has a schedule and are unable to wait. If for any reason the NWFB delivery team cannot complete my delivery, the full delivery fee will be charged and the items brought back to NWFB. If I still want the items, I will be responsible for arranging to get my items home within 7 days by paying a $150 redelivery fee or arranging pickup.

The delivery staff will not take off/remove doors or windows to bring in furniture. If furniture will not fit into my home, I can request to have them leave it outside my home, otherwise the furniture will be returned to NWFB.

The furniture will be delivered into the front room of my home. It will then be my responsibility to put the items where I want them to go in my home.