Shipping & Delivery

General Shipping Policy

  • Items are shipped only two ways, small parcel carrier (UPS/FedEx/BringPro) or by freight truck
  • We service the United States (including Hawaii, Alaska, and Puerto Rico) and Canada only
  • Additional charges can apply to businesses or residences in hard to access areas (e.g. island locations, gated communities, limited headroom bridges)
  • All Canadian shipping quotes include customs fees
  • Refused shipments will have shipping charges (both ways) deducted from the refund
  • Freight carriers deliver Monday through Friday between 9AM and 5PM
  • Missed appointments will incur additional fees billed directly to the customer by the carrier

Processing and Transit Times

  • Orders shipping to an address different than a billing address will be charged in full and have processing times extended
  • To avoid delays please make sure the shipping address is verified with your credit card issuer. In stock items typically take 1-2 weeks to deliver (please see the details below)
    • Proximity to the warehouse, upgraded shipping, and products located in Canadian warehouses may add to normal transit times
    • In stock items take 3-7 business days to prep for delivery regardless of delivery method
    • Special/custom order or back order dates are estimates and subject to change
    • Deposits on special/custom orders are not refundable regardless of the cancellation date
    • Tracking is sent via email with the tracking number and carrier’s website to track online
    • Guaranteed transit times can be purchased at an additional cost
    • Expedited shipping can be purchased at an additional cost

      Delivery Options

      Inside Delivery

      • Delivery appointment is typically scheduled 7-14 business days after tracking is sent
      • The freight carrier will call in advance to schedule a delivery appointment, generally within a 4-hour window
      • Items will be delivered inside the complex/residence and placed in the room of choice
      • A maximum of two flights of stairs (1 flight = 15 stairs) will be accommodated, additional flights will cost $30 per flight
      • A maximum of 300lb (per piece) will be accommodated, items weighing more will incur additional costs (we will inform you if this is the case)
      • Assembly and debris removal are not included with this service

        Inside Delivery + Assembly

        • The shipper will also unpack the product and provide light setup that requires basic tools (i.e. pieces will be screwed or bolted together, set pieces next to each other, or on top of each other)

          Inside Delivery + Assembly + Debris Removal

          • The shipper will also remove and dispose of all packaging

            Customer Responsibility During Delivery

            • Customer must be available for the delivery appointment. Any missed appointments, redeliveries, or storage fees will be charged to the customer. Carrier fees range from $100 to $250 and storage fees range from $75 to $150 per day.
            • If the carrier is unable to reach you for delivery, they may return the item to the warehouse and the customer will be responsible for the cost of return shipping.
            • At the time of delivery, the customer must note, in detail, the condition and any damage (holes, crushed corners, dents, worn tops, bottoms or edges, scraping, dirt etc.) to the packaging on the sheet the delivery agent asks you to sign.
            • Customers are required to open freight items and inspect them thoroughly before signing the delivery release. If the furniture is being held for completion of project, until a customer moves, until remodeling is done, do NOT wait to inspect the products.
            • Delivery must be refused if unacceptable levels of damage are witnessed and all damages and defects must be noted on any delivery receipts, sheets, or BOLs in order to file a claim with the carrier or to assist in returns, replacement, or replacement parts.
            • If the delivered items have severely obvious damage, write “Refused – Damaged Shipment” on the receipt and contact us Immediately.
            • Pictures must be taken to document the damage – notice of refusal must be made within 24hrs
            • Items signed off in good condition on the delivery slip are NOT eligible for damage claims
            • A customer’s agent (family member or friend) may sign for the package if they are at the residence
            • A signature by a customer’s agent at the same address is the same as the customer signing for the package.

              Disclaimer

              • Any aid in the form of lifting, assembling, debris removal, or installation are done under the sole volition of the customer
              • Any damages incurred by aiding the delivery agent while the delivery, assembly, debris removal, installation, or inspection is being conducted are the responsibility of the customer
              • Multiple item orders may be delivered at different times, please make note if all items have to be delivered simultaneously
              • Customer should not, in any way, attempt to complete a paid service on their own if delivery, assembly, debris removal, installation, or inspection take longer than the allotted time and is rescheduled
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