DELIVERY METHODS & ORDER PROCESS
Types of shipping service we offer:
DIRECT SHIPPING: Most smaller items will be shipped by a parcel carrier (UPS/Fedex/USPS) and many larger items will be shipped by a freight company for Free. Some bulky and/or fragile items will have a nominal shipping fee. Direct Shipping is only available in the contiguous 48 U.S. states and the District of Columbia. For specialty delivery or shipping outside of this zone, please contact us.
Please note that larger items will be shipped DIRECT by a freight company. As with DIRECT parcel shipments, you will not receive a phone call to schedule a delivery. Items will be removed from pallets, but will not be unboxed or removed from other protective packaging such as cardboard boxes or shrink wrap. Residential addresses will have item(s) delivered to a safe place at your property (front door of a single family home, inside the gate of an apartment complex, etc.) If there is not a safe place to leave your item(s), they will be brought back to the hub and a delivery appointment will be made. Commercial addresses will have delivery to a loading dock or inside the entrance to the business. You will not receive a call to schedule a delivery appointment. If this is necessary, please contact us for a “Threshold”, "White Glove" delivery quote. Any costs associated with a failed delivery will need to be paid for by the customer before a re-delivery will be made.
THRESHOLD DELIVERY: With "Threshold" Delivery on furniture items, your order arrives “across the threshold” or will be placed inside the first available dry area. For a home, this is inside the front door. For an apartment or office building, this is in the first-floor lobby. Orders will not be taken up any flights of stairs.
Unpacking and debris removal is not included. You will be called when the shipment arrives to your local delivery center to make a delivery appointment. Threshold Delivery for furniture is done Monday through Friday during typical business hours. If the delivery address is a commercial location, a delivery appointment may not be made unless indicated after the order is placed. Threshold Delivery is not applicable for items that ship via parcel.
WHITE GLOVE DELIVERY: We will deliver your items to any room of your choice and remove all packaging. No assembly will be performed. You will receive a phone call when your items are in your local area and will be provided options for a delivery window during normal business hours (Monday-Friday 9am-5pm). White Glove Delivery is not applicable for items that ship via parcel, or deliveries to commercial locations.
WHITE GLOVE W/ ASSEMBLY: We will deliver your items to any room of your choice, remove all packaging, and perform most assembly. You will receive a phone call when your items are in your local area and will be provided options for a delivery window during normal business hours (Monday-Friday 9am-5pm). The delivery team will not assemble lamps, affix any items to walls or ceilings, connect or disconnect electrical equipment, or hang mirrors, wall art, or wall mounted shelving. White Glove with Assembly Delivery is not applicable for items that ship via parcel, or deliveries to commercial locations.
IMPORTANT: Please note that weekend appointments, deliveries outside normal business hours, or requests for specific delivery times (if they are available in your area) will incur an additional charge and need to be quoted and paid for prior to delivery. Rescheduling of delivery appointments with less than 48 hours of advanced notice or missed delivery appointments may also be subject to additional fees. Please contact us for further information.
As soon as you place an order, you will receive a confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our supply warehouse to confirm that it is in stock and available for immediate shipment. If your item is on backorder, we will reach out to you via e-mail detailing when you can expect your order. After 48 hours of a backorder notification, we will process the charges and submit the order on the stated timeline. If your item has been discontinued, we will cancel your order and void the authorization. If your order is available for immediate shipment (within 1 to 4 business days for parcel shipments and 10 business days or sooner for freight,) we will process the charges and submit the order for shipment. If you did not receive availability confirmation within 10 business days, please contact firstname.lastname@example.org
If your order is in stock and we process the charges to your credit card, it will usually ship 1 to 10 business days. We will send tracking information within 24 hours of your order leaving from the warehouse to the e-mail address you provided when checking out. If you received an order confirmation email but did not receive a follow up email with either tracking information or availability status from us within three business days of your order, feel free to follow up with us at email@example.com.
Please inspect the packaging of your item(s) when they arrive. If you notice any damage to the box, you must make note of it when signing for or when you verbally accept a "No-Contact" delivery. Take a photo of the damaged box immediately. If you then discovered the merchandise is indeed damaged, please contact us and send photos of the damage to the item and the damage to the box to firstname.lastname@example.org within 24 hours of receipt of that item and we will process the insurance claim on your behalf. Damage claims will not be accepted after 24 hours of receipt of an item.
All orders cancelled after 48 hours of placement are subject to a $20 administration fee, whether or not your order has shipped. If your order has shipped or already prepared for shipping, you are responsible for the return or rerouting shipping, and/or the cost of preparation of the shipment, in addition to the administrative fee. Refunds minus any fee that is your responsibility will only be issued to the original credit card that you used when placing your order. Please go here for complete information on refunds.