frequently asked questions
Due to recent carrier shipping constraints and work restrictions due to COVID-19, we’re facing extended shipping timelines and delivery timelines on many items. In some cases, there will be a delay from when your shipping label is created, and when FedEx, UPS and USPS physically pick up items from our warehouses. Additionally, some items are subject to further processing lead times, so please refer to the individual product pages for the most up-to-date information on a product-specific basis. The shipping time frame presented on each product reflects the estimated processing time before the item leaves our warehouse. Items ordered together may not arrive in the same shipment. Please refer to your tracking information to see if exceptions to estimated delivery times has been adjusted. Please know, we are working to keep customers as up to date as possible and to notify clients of extended lead times.
Furniture and other oversized items travel via freight carriers which have extended processing and delivery times based on location of pickup & delivery, number of pieces and service level selected. The shipping time frame presented on each product page reflects the estimated processing time before the item leaves our warehouse. Once items are in transit, they may take an additional 7 to 14 business days for items to make it to your home.
Standard furniture delivery is Threshold, which provides delivery to the first dry, covered area on your property. Please know due to COVID-19, some service areas and freight carriers are only able to provide Curbside delivery. White Glove services are available upon request for an additional charge. White Glove service level includes delivery inside the home to 1st floor room of choice and debris / packaging removal. If you are interested in obtaining a quote for White Glove services, please contact us within 1 to 3 days of purchase confirmation to expedite processing.
After the item reaches your local area, the delivery company will contact you via phone, email or text to schedule a delivery date and time that works for you. Prior to your scheduled appointment, please make sure the walkway and the area where you’d like the item placed are clear. The delivery agent cannot move existing furniture to make room for the new item(s). The agent is also unable to remove unwanted furniture or make any modifications to your home. We ask that you take the time to review your delivery upon its arrival and provide a signature upon receipt.
We work closely with our carriers to ensure the best delivery experience possible. If you have any questions about how your furniture item will be shipped and delivered, please call our Client Services team at 888.338.8111 or email us at firstname.lastname@example.org.
Damages to the merchandise while in transit, or defects in manufacturing are rare, but occasionally do happen. Should your piece arrive with a defect or damage we will do our very best to have a replacement shipped out to you as soon as possible.
Please fully inspect your furniture at the time of delivery, take pictures of any damage to shipping boxes and packaging, and note any damage or defect on the Bill of Lading (BOL) before the delivery crew leaves. Please report any issues and photo documentation to our client services team within 48 hours of receipt, so that we may file a claim and include in your delivery documents.
Pre-order items are not yet in our warehouse and the dates presented for those products are estimates only, and are subject to change as we encounter delays. Some preorder items have additional processing lead times once the items become in stock, and may not ship immediately.
After your order is processed, you will receive an email containing a tracking number and confirming that your package has been sent.
Please reach out to us via 888.338.8111, live chat or email to: email@example.com. Please know, our phones are answered Monday through Fridays from 9:15 am until 7 pm and Saturdays from 10 am until 6 pm. While we are trying to provide seamless phone coverage during our normal hours of business, phone support may have longer than normal wait times. You may opt to leave a voicemail if you do not wish to wait to reach a live representative. It is our goal to respond to voicemails within 1 to 2 business days. We are working around the clock to respond to all messages, email, chat and social inquires as quickly as possible.
We thank you for your patience as we are working to scale our customer service team to better support the increased volume of inquiries. While in many cases our response time is sooner, our average reply time is 2 to 5 business days to for responses to all inquiries.