Shipping Policy

We ship furniture. That means most orders travel by freight, 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.

What shipping costs

Delivery is priced by product, because it depends on the brand that makes each piece and the warehouse it ships from.

• Delivery included. Many pieces carry the cost of delivery in their price. Their product page says “Shipping included”, and checkout adds nothing for them.
• Delivery charged at checkout. Other pieces are priced without delivery, and checkout calculates the charge for your address from the carrier and the warehouse involved.

Checkout shows the delivery charge as its own line, with the order total, before you pay. An order that ships from more than one warehouse is several shipments, and the charge you see is the combined figure for all of them. The total you approve at checkout is the total you pay for delivery. Some orders, and most complete rooms, also earn a Delivery credit, shown as its own line under delivery, that pays for some or all of the delivery charge.

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 email you the expected delivery window for your items once your order is being prepared, and we will tell you if anything changes.

Delivery options for large pieces

When every large piece in your order travels with our freight carrier, checkout offers three delivery options, each priced for your address:

• Standard delivery. The carrier calls to book an appointment and brings your order to the first dry, accessible point at your address, such as inside a front door, a garage or a building lobby.
• Room of choice. The carrier carries each piece inside, up to two flights of stairs, to the room you choose. Pieces stay in their boxes.
• White glove. The carrier carries each piece up to two flights of stairs, places it in the room you choose, unpacks it, takes the packaging away, and spends up to 30 minutes on light assembly with basic tools.

Some pieces ship on the maker's own freight service. An order that includes one of them arrives by standard delivery. Delivery options are available in the 48 contiguous states.

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 elevators. 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 48 hours of each 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. If we cannot ship an item within the window we confirmed, we will email you before that window ends with a new expected date. You can then cancel that item for a full refund, at any point before it ships.

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 are happy to answer a question before you order.