SHIPPING
We offer Free Ground Shipping on all eligible orders*
*Certain regional zip codes excluded. If you live in a hard to reach area or regional zip code, please contact customer care prior to ordering to verify eligibility.
Please note that all delivery dates are estimates and actual delivery times may vary or be subject to change.
DELIVERY INFORMATION
Most orders take 24-48 hours to process and ship out of our fulfillment centers.
All delivery dates are estimates and actual delivery times may vary or be subject to change.
IMPORTANT: Original packaging must be retained and used in the event of a return. If an item is returned without the original packaging, a repacking fee will be deducted from your refund. Please see below for more details.
Our products are delivered in two ways:
Small Parcel Delivery
Products marked "Parcel Delivery" in the details tab, ship via UPS or FedEx. Please refer to the product page and tracking info for delivery estimate.
Please note: Parcel-Delivery items may ship together with Truck-Delivery items in your order resulting in longer transit times.
Truck Delivery (e.g. sofas, large tables, large order quantities, etc.)
Products marked "Truck Delivery" in the details tab, ship using a freight truck.
We offer four delivery levels at checkout:
Front Door Delivery - delivered to the outside entrance of your home or building at the ground level
Enhanced Delivery - delivered to your room of choice on any floor
Premium Delivery - includes Enhanced Delivery & item setup
White Glove Delivery - includes Premium Delivery & packaging removal
If your apartment is above ground level, we recommend upgrading to either Enhanced, Premium, or White Glove Delivery.
If your item/s needs delivery beyond 2 flights of stairs, please contact us with the additional stair count, so that we can inform our delivery partner. In some cases, additional delivery personnel may be required.
If your building requires a Certificate of Insurance and you need assistance please reach out to us for help.
Please note: Upgraded delivery options are non-refundable once the item has shipped. During checkout, you will be provided an estimated delivery date window. Our delivery partner will contact you prior to your delivery date to schedule a delivery appointment.
WHAT TO EXPECT
Your order will be in transit from our fulfillment center for approximately 7-21 days, depending on your delivery location. Please note your shipment tracking may not show any progress or movement during transit. Once your order arrives at your local delivery hub, and the delivery route has been established, you will be contacted by our final mile delivery partner to schedule a delivery appointment.
Estimated Delivery Date
Estimated arrival dates provided on the checkout page and on the carrier's website are estimates only that are subject to change. Due to the current extreme demand for shipping, transit times may be further delayed. Truck deliveries are unlike small parcel carriers such as UPS or FedEx and don't have regular routes to every neighborhood each day.
Once the carrier confirms the route, they will contact you at least 24 hours prior to delivery to confirm your appointment.
Delivery Appointment
As soon as our final mile delivery partner receives your shipment and confirms a route, they will contact you to confirm a delivery appointment day and time. Please make sure you will be present at the time of the delivery to receive your order.
Inspecting your delivery
Inspect every inch of your furniture as soon as you receive it. We will need to report any damage or issues to the carrier as soon as possible. It is important to us that your furniture arrives in perfect condition. We expect nothing less and neither should you.
Approve and Accept
Before your order leaves our fulfillment centers, each package is inspected by our shipping team to make sure it is in perfect condition. However, we know damage can sometimes occur in transit. In the event that your furniture has been damaged, please note that on your Proof of Delivery form.
Refuse Delivery
Don’t worry if anything is damaged in transit—we have you covered! Before refusing the delivery, take some pictures of the damage and write "refusing delivery due to damage" on any documentation that the delivery partner requests you to sign. After you have refused delivery please call our friendly customer support team between 6 AM and 5 PM PST weekdays at 1-855-310-1450, chat with us live on our website, or simply reply to this email.
RETURNS
HOW MUCH TIME DO I HAVE TO RETURN MY ITEMS?
We accept returns on any item WITHIN 100 DAYS of being delivered to you. We are unable to authorize a return on an item after 100 days have passed. Clearance and Final Sale items are not eligible for returns.
(What does this mean?): This means you have 100 whole days to try the item out in your home! As long as the item is not damaged and in like-new condition, you can return it anytime before the 100-day mark. Please see below for our original packaging policy. Clearance and Final Sale items are not eligible for returns.
NUMBER OF FREE RETURNS
We authorize ONE free return per item type, per household. Any subsequent returns of the same item type will have the cost of return shipping deducted from the refund.
(What does this mean?): This means, for example, that you may return your first sofa order completely free of charge! However, if you order and return one sofa, then order another sofa and request a return, then the cost of shipping will be deducted from the refund. This also means that you may order and return a DIFFERENT item type at no additional charge for a full refund. For example, if you place an order for a sofa and table and decide to return those, or purchase a bed after previously returning a sofa, then in those cases all items will be due a full refund.
If you would like to know the cost of return shipping for your order please contact our friendly customer care team.
SHOULD I KEEP MY PACKAGING?
Original packaging must be retained and used in the event of a return. If an item is returned without the original packaging, a repacking fee will be deducted from your refund:
-$49 per item for Small Parcel Delivery items
-$99 per item for Truck Delivery items. This fee will be waived for customers who upgraded to White Glove Delivery at checkout.
(What does this mean?): Your return will be due a full refund if it is packaged in the ORIGINAL packaging. When you're receiving your delivery, some delivery crews may offer to remove the packaging as a courtesy. Even if a delivery crew offers to do this for you, please remember to retain all packaging when you receive your item, and hold onto it for the duration of the return period. Carriers are unable to PICK UP OR RETURN an unpackaged item. If you need to make a return, any shipping carrier that may pick up the item from your home can only do so if your item is packaged. If you dispose of the original packaging and then need to make a return, we would require the item to be packaged before authorizing a pickup. An example of an acceptable alternative is bubble wrap. Any items returned without original packaging are subject to a repacking fee. This will include items that have been bubble-wrapped or otherwise repackaged without the original box.
ALL Truck Delivery returns (including orders with White glove Delivery purchased at checkout with packaging removal included) will need to be boxed up or protected with bubble or saran wrap in order for a pickup to occur. The fee for non-original packaging will be waived for customers who upgraded to White Glove Delivery at checkout.
In the event of a return, all upgraded delivery options (Enhanced Delivery, Premium Delivery, White Glove Delivery) are non-refundable.
All Truck Delivery returns will be picked up at the outside entrance of your home or building at the ground level. If you require a pickup for from inside your home, disassembly or repackaging of your items, a $99 service fee will be deducted from your refund. These additional services may not be available in every zip code.
WHAT TO EXPECT FOR A RETURN
Small Parcel Items
For small-parcel returns (any item that ships via UPS or FedEx), we will generate FREE return shipping labels for you to use. If you require FedEx to pick up from your home, we can arrange this service for you. Pickup requests have a $20 flat fee deducted from the refund due.
Truck Delivery Items
Large items (sofas, TV stands, dining tables etc.) that ship via Truck Delivery will need a freight carrier pick up. Once you let us know you would like to make the return, we begin the paperwork required for the return. This can take 3 to 5 business days, and is subject to change. Once the paperwork is processed, the carrier will reach out to you to schedule a pick up on the next available route. Truck delivery is unlike the small parcel carriers such as UPS or Fedex and dont have regular routes to every neighborhood each day. Once the carrier can confirm the route, they will reach out to you for scheduling an appointment. While freight carriers call at least a business day or two in advance, they tend not to call earlier than that. The timeframe for a return pick up varies depending on your zip code.
REFUND FOR RETURNS
A refund to the original form of payment is processed once the item has been received by our fulfillment centers and inspected by our returns team.
CANCELLATIONS
You can cancel anytime before an item ships. If you need to cancel an order, please contact our customer support team as soon as possible. If an item has already shipped, this will be considered a return, and our standard return policy will apply.
