We will ship your order using the most reliable, fastest and safest method possible. Every product on our site has been carefully identified to ship by a particular method in order to provide optimal delivery service at the most affordable price. For certain items - we ship within the 48 contiguous states. Please call us regarding expedited shipments or those made to Hawaii or Alaska. Please note: deliveries cannot be made to a P.O. Box., an actual street address is required.
We have several methods of shipment available: Small Parcel, Freight Carrier and White Glove.
When an item ships by Small Parcel, it means it will be delivered by UPS, FEDEX, DHL or USPS. Generally, signatures are not required at delivery but it is at the discretion of each delivery person. You may leave a note on your door advising "No Signature Required." Be sure to include your name and tracking number on the note.
*It is important for you to inspect your shipment carefully. If damage is noted, do not assemble the product. Instead, notify us immediately (within 3-5 days of delivery). If the item is assembled, it may result in the denial of a replacement piece.
When shipping by Freight Carrier, it means the item is too heavy or too large to ship via the small parcel UPS/FedEx services so it will be sent to you by freight carrier. If your purchase is being delivered via a Freight service, you will be contacted by the Freight company via telephone 1-2 days prior to delivery to schedule a delivery appointment. You will need to be present to sign for the item.
Please note the following important details about Freight Delivery:
- You will be responsible for moving the item off the back of the truck into your home (or wherever it is going). Please keep in mind that you may need assistance from a couple of people. Freight delivery personnel are not required to move the item off the truck. If you are unable to find assistance to move the item, most freight companies offer additional services to help you (such as a lift gate). You are responsible for these additional services and will pay the carrier directly.
- Additional costs may be incurred if you live on a small street that is not accessible via a freight truck. In such cases, the freight company will need to transfer your purchase onto a smaller truck for delivery. If you know that large moving trucks cannot access your street (a problem in some cities and rural areas), you must contact us in advance of placing your order so that we can notify the freight service and obtain a cost estimate for you before you place your order.
*It is important for you to inspect your shipment carefully! Any damage made to the carton or product itself, must be noted on the freight bill BEFORE the driver leaves. Please write "PRODUCT DAMAGED" on the sheet they ask you to sign. This ensures that if there is any damage, we can assist in correcting the matter. If damage is noted, you may refuse the item or decide to keep it. Please note that keeping a defective item does not warrant a discount.
This item will be delivered by a white glove freight carrier. White glove carriers provide the customer with many benefits throughout the delivery process. Unlike common freight carriers, white glove delivery service consists of a trained two person team that will assist in helping move your order from the truck into your home.
There are many levels of White Glove Delivery. We have chosen the premier service, Platinum Delivery, for our customers. Platinum service level is the ideal choice for deliveries that demand not only placement, unpacking and debris removal, but up to 30 minutes of light assembly. An example of this service is the delivery of a bedroom set to the room of your choice, removal of all the packaging, assembly (attaching the headboard, footboard and rails) and the placement of the remaining furniture in the exact location you want.
Please note: This service includes carrying the product up two flights of stairs from the building threshold (4-15 steps = 1 flight). Having items carried up more than 25 steps and longer assembly periods are available as additional services which would require additional charges. Please contact us if you feel you need these services.
*In all cases the shipper will not hookup any electrical or component wires. It is important for you to inspect your shipment carefully! Any damage made to the carton or product itself, must be noted on the freight bill BEFORE the driver leaves. Please write "PRODUCT DAMAGED" on the sheet they ask you to sign. This ensures that if there is any damage, we can assist in correcting the matter.
Your satisfaction is guaranteed and that is why we are proud to offer one of the best return policies online. If you wish to return your order, you must do so within 30 days of receipt for an exchange or a refund. Please call for a Return Goods Authorization (RGA) number.
All items returned must be in new condition, unused, unassembled, unmodified and in the original packaging material. Items returned under this policy are eligible for a refund. (Please note: Made-to-order, personalized or custom-made items are not eligible for a refund.) The full purchase price minus our actual shipping and handling costs will be refunded. It is your responsibility to pay for the shipping cost to return the item to us or our manufacturing warehouses.
Many of our products have small shipping rates or free shipping applied at the time of order. Please take note that if you return one of these products, our actual outbound shipping costs will be deducted from your refund. In addition, some of our items carry a restocking fee which will be deducted from your refund as well.
If your order has shipped, it cannot be cancelled. If you refuse an order, it will then fall under our standard return policy where roundtrip shipping costs and applicable restocking fees will be deducted from your refund.
Inspect Your Order for Damage or Missing Parts. It is important for you to inspect your shipment carefully.
If Shipped by Freight or White Glove:
Any damage made to the carton or product itself, must be noted on the freight bill before the driver leaves. Please write "PRODUCT DAMAGED" on the sheet they ask you to sign. This ensures that if there is any damage, we can assist in correcting the matter. If damage is noted, you may refuse the item or decide to keep it. Please note that keeping a defective item does not warrant a discount. If you refuse delivery, please notify us so we can expect the return shipment and send you a new one. If you have already accepted the order and find that parts are missing or are damaged, please contact us immediately (within 24-48 hours) so we can ship replacement parts.
If Shipped by Small Parcel (UPS, FedEx, USPS)
It is important for you to inspect your shipment carefully. If damage is noted, do not assemble the product. Instead, notify us immediately (within 3-5 days of delivery). If the item is assembled, it may result in the denial of a replacement.
Made-to-Order, Personalized or Custom-Made Orders
Any item that is made-to-order, personalized or custom-made is not eligible for a refund. All sales are final. A return will not be accepted unless there was a manufacturing defect. If this occurred, please contact us immediately.
How to Cancel an Order
Orders cancelled after 24 hours may be charged to your account if product shipment cannot be stopped. To cancel an order, you must CALL US. We will not accept a cancellation request via e-mail or fax. We will attempt to accommodate your request but cannot guarantee cancellations made after 4:00 P.M. EST on the day that you placed the order.
How to Change Your Order
If you need to change something about your order, such as a color, finish type, product or quantity, simply contact customer service by phone. A customer service person will ask for your order number. If you do not have that handy, your name and "bill to" information will be required. It is our policy to send an e-mail confirming the change on the original order. Since your items could possibly ship the same day you place your order, we cannot guarantee your change will be made. We will notify you immediately if a change cannot be granted.
In stock merchandise can be cancelled (prior to delivery/pickup) for a full refund within 24 hours, requiring manager’s approval.
SPECIALS ORDERS/CUSTOM ORDERS are not cancellable.
Floor model items or clearance items are sold ‘AS IS’ and are Final Sales.
Merchandise that has already been delivered/picked up, cannot be cancelled.
Cancellation policies apply to any purchases made online as well.
A 25% Re-stocking fees will be assessed to any items that are returned due to delivery issues. The remaining balance will be available as a store credit only.
If you’d like to cancel an order due to item being backordered, please reach out to our customer service team to confirm the back-order date before you proceed with the cancellation.
We cannot guarantee that the color/finish of the furniture will be exactly as pictured. Most pictures are digitalized.
Distressed finished furniture may have imperfections such as marks, scratches, spots and other variations that are intentionally made during the manufacturing process to achieve a distressed look. These are not considered as defects or damages.