Shipping policy

Shipping & Delivery Policy

We ship orders via the most appropriate carrier and service level for each item, including UPS/FedEx for parcel deliveries and freight carriers for oversized furniture. Shipping charges are calculated at checkout based on item dimensions, destination, and delivery method.

Every order is reviewed for accuracy and availability. If anything needs attention (inventory status, delivery coverage, access constraints, or service availability), we’ll contact you promptly before shipment.

 

1) Processing & Estimated Delivery Times

We work to process and ship orders as quickly as possible.

Order Processing (Pick & Pack)

  • Most orders are processed, picked, and packed within 2–5 business days (excluding holidays).

Carrier Pickup

  • After an order is packed, it may take an additional 1–3 business days for the carrier to pick it up, depending on pickup schedules and consolidation.

Transit Time (After Carrier Pickup)

  • Small Parcel (UPS/FedEx): Typically faster once picked up; timing varies by destination and carrier service.

  • Freight (Large Furniture): Freight shipments typically take approximately 1 to 2 weeks from pickup to delivery, and delivery is scheduled by appointment.

Note: All timeframes are estimates, not guarantees. Weather, carrier capacity, manufacturer pickup schedules, and regional routing can occasionally cause delays.

2) How We Ship (Carrier Method Selection)

Depending on what you order, your shipment may go out as:

  • Small Parcel (UPS/FedEx): Smaller items and accessories; typically delivered to your door with tracking.

  • Freight (Large Furniture): Larger/heavier items; delivery is scheduled by appointment and may require a signature.

Your order may ship in multiple boxes and/or multiple shipments, especially if items come from different manufacturers or warehouses.

3) Shipping Rates (Calculated at Checkout)

Shipping charges are calculated at checkout based on your cart and destination. 

4) Delivery Upgrades (Room of Choice / White Glove)

We may offer delivery upgrades such as:

  • Room of Choice (placement in a room you specify)

  • White Glove (may include placement, unpacking, and debris removal—scope varies)

Availability is limited and may depend on your location, carrier coverage, and item type. If an upgraded service isn’t available for your address, we’ll contact you before shipping and offer one of the following:

  • Standard delivery (where possible)

  • An alternative solution

  • A full refund (including any upgrade fee), if you prefer not to proceed

Important: Delivery upgrades and service fees (including White Glove) are non-refundable once performed, unless due to an error on our part.

5) Freight Delivery Expectations (Appointments + Access)

For freight shipments:

  • The carrier will contact you to schedule a delivery appointment window

  • Someone must be available to receive the delivery within that window

  • A signature may be required

Customer responsibilities (access readiness):
Please confirm delivery access in advance (doorways, stairs, elevators, building rules, COIs, restricted delivery hours, etc.). If a delivery attempt fails due to access issues or unavailability, carriers may charge re-delivery or storage fees.

6) Expedited Shipping (When Available)

Expedited shipping may be available for select items and destinations, especially commercial addresses - and is limited to certain manufacturers and carrier services. Additional fees apply. Please contact us before placing your order to confirm availability, timing, and pricing.

7) Address Accuracy, Changes, Storage & Re-Delivery Fees

Please ensure your shipping address, phone number, and delivery details are correct at checkout. If you need to change the address after ordering, contact us immediately.

Booked-to-ship / In transit:
Once an order is booked to ship (tendered to the carrier), we may not be able to stop, intercept. If rerouting is possible, carrier reroute fees may apply and will be charged to the customer.

Missed deliveries / storage:
If you’re not available for delivery and the carrier places the shipment into storage, any storage, re-delivery, or return-to-sender fees charged by the carrier are the customer’s responsibility.

8) Tracking & Updates

  • Tracking is provided when available and will be emailed once your order ships.

  • Freight tracking can be limited until the carrier schedules delivery.

9) Receiving Your Order (Inspection + Packaging)

  • Inspect packaging on arrival whenever possible.

  • For freight deliveries, note visible box damage on the delivery receipt if you see it.

Keep packaging: Original packaging makes returns and damage resolutions much smoother. If your delivery includes White Glove service, the team may offer to remove packaging—please ask them to leave all packaging materials in case you need a return or exchange.

10) Damaged in Transit, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, we’ll make it right.

  • Report issues within 48 hours of delivery

  • Email [email protected] (or call 212-777-7716) with your order number and photos of:

    • The issue

    • The product and packaging

    • The shipping label (for carrier claims)

For freight deliveries: Please inspect the outer packaging before signing and note any visible box damage on the delivery receipt when possible. This helps support carrier claims and speeds up resolution.

11) Order Review & Inventory Availability (Backorders)

Inventory can change quickly, and in some cases an item may become backordered or unavailable after an order is placed. As part of our order review, if we identify a backorder or availability issue, we will contact you promptly with:

  • The updated expected availability/arrival timeframe, and

  • Your options to either:

    • Hold the order as a preorder (reserving incoming inventory)  or

    • Receive a full refund (if you prefer not to wait), or

    • Consider an alternative solution where appropriate.

12) Order Review & Inventory Availability (Backorders)

Inventory can change quickly, and in some cases an item may become backordered or unavailable after an order is placed. As part of our order review, if we identify a backorder or availability issue, we will contact you promptly with:

  • The updated expected availability/arrival timeframe, and

  • Your options to either:

    • Hold the order as a preorder (reserving incoming inventory when available), or

    • Receive a full refund (if you prefer not to wait), or

    • Consider an alternative solution where appropriate.

Questions?

We’re happy to help you choose the best delivery option (and confirm service availability) before you order.

Email: [email protected]
Phone: 212-777-7716