Shipping Policy

We ship furniture. That means most orders travel by freight rather than by courier, and the process has a few steps a parcel does not. This page explains what to expect, and what we need from you on the day it arrives.

Where we ship

We currently ship within the continental United States. We do not ship to Alaska, Hawaii, US territories, PO boxes, or internationally. If your address falls outside that area, please get in touch before ordering rather than after.

What shipping costs

Shipping is included in our prices. There is no separate delivery charge at checkout, whatever you order and wherever in the continental United States it is going.

We would rather be straightforward about why, because it is not generosity. Freight is priced per shipment rather than per item, so the cost of moving furniture is real and it is built into what you see on the product page. You are paying for delivery either way. This way you can see the whole price before you decide, instead of discovering it at the last step.

How long it takes

Lead times depend on the item and the warehouse it ships from, not on a single company-wide promise. As a guide, from the day an order is placed:

These are typical, not guaranteed. Larger pieces and made-to-order items sit at the longer end. We confirm the expected window for your specific items on your order confirmation, and we will tell you if anything changes.

What freight delivery includes

Freight delivery is threshold delivery. The carrier brings your order to the first dry, accessible point at your address: inside a front door, a garage, or a building lobby. It does not include carrying items upstairs, placing them in a particular room, unpacking, assembly, or removing packaging.

The carrier will call to arrange a delivery appointment. Someone aged 18 or over needs to be there to receive and sign for the order. If nobody is available for a scheduled appointment, the carrier may charge a redelivery fee, and that fee is passed on.

Please measure before you order: doorways, hallways, stairwells and lifts. An item that will not fit into your home is not a fault with the item, and returning it falls under our returns policy like any other change-of-mind return.

Inspect your delivery before you sign

This is the single most important thing on this page, so we will be blunt about it: check the shipment for damage before you sign the carrier's delivery receipt.

A signature without comment is a record that the goods arrived in good condition, and it makes a freight damage claim much harder to win. Before signing:

• Count the cartons against the number on the delivery receipt.
• Look over every carton for crushing, punctures, tears or water staining, and open them if you can.
• If anything is damaged or missing, write it on the delivery receipt before you sign, describing what you see, for example “carton 2 crushed on one corner”. You may also refuse a visibly damaged shipment outright.
• Photograph the packaging and the damage before unpacking further.

Then tell us within 3 days of delivery through the contact form. Damage and shortages reported that way are our problem to fix: we repair, replace or refund, and we cover the freight both ways. See Returns & Refunds for how that works.

Orders that ship in more than one delivery

Items sometimes ship from different warehouses and arrive separately, on different days and occasionally with different carriers. That is normal and is not a sign anything is missing. Your order confirmation lists what is coming, and we send tracking for each shipment as it dispatches.

Delays

Freight is occasionally delayed by weather, carrier capacity or a warehouse backorder. We will tell you when we know rather than leave you to work it out from a tracking page. If a delay leaves you waiting substantially longer than the window we confirmed, you may cancel the outstanding items for a full refund, provided they have not already shipped.

Cancelling before dispatch

You can cancel an order at no cost any time before it dispatches. Please contact us as soon as you can, because freight orders are released to the warehouse quickly. Once an item has shipped, cancelling it becomes a return and the returns policy applies.

Address accuracy

Please check the delivery address before you place the order. Carriers charge for rerouting a freight shipment once it is in transit, and where they do, that charge is passed on. We cannot redirect a shipment that has already been delivered.

Questions

Anything not covered here can go through the contact form, and we would much rather answer a question before you order than after.