The estimated time of arrival (ETA) for orders is determined by stock availability, production times, shipping destination and delivery service schedules. Many of our products drop-ship directly from the manufacturer. Drop-shipments may take longer, and some items ordered together may not arrive in the same shipment.
Most purchases are delivered via UPS standard ground service, with signature required. Delivery is curbside which means that the driver will unload the shipment at the end of your driveway or the entryway of your apartment building. Items that are difficult to move from the truck may require your assistance. The driver is not responsible for unpacking, assembling or placing home furnishings, or for clearing away boxes or pallets. If you have any questions or concerns about how standard shipping is handled, our customer service will be happy to assist you. Please feel free to contact us at firstname.lastname@example.org or call us at 800.555.6653. We are available to assist you Monday through Friday from 8 am to 4:30 pm (PST).
WHITE GLOVE DELIVERY
We specify white glove delivery service for most of our deep seating, upholstered and hardwood furnishings as assembly is often time required for heavy luxury collections. For all other outdoor furniture, white glove delivery is also available for an additional charge. You may upgrade to white glove during the online checkout process after you've entered your contact and shipping information. White glove delivery is available by appointment only.
"White glove" means that the driver will take the shipment inside the house to whichever room you specify. The driver will then unwrap and if necessary assemble the furniture. They will dispose of any packaging material for you. If your furniture order shows up, and the driver refuses to move the shipment beyond the curb, tell him or her that white glove delivery was specified. If the driver does not cooperate, please call us immediately, while the driver is still there—sometimes there has been a miscommunication between the driver and dispatcher.
Expedited UPS or FEDEX shipping depends on the item, but is available for an additional charge. Feel free to contact us for a quote.
INSPECTING YOUR SHIPMENT
While the driver is still there, inspect your shipment for external damage, verify that the order is complete, and document any shortages or damage to the packaging on the freight bill. If in doubt, write pending inspection next to your signature. Shipments that are obviously damaged should be refused. Please note that signing your name without any written comments is the equivalent of stating that your delivery arrived in perfect condition, and the carrier will not honor a damage claim. If once you open your shipment and find internal damage or there is a manufacturing defect, please contact us within 7 days, so we can assist you. Hang on to the packaging, you may need it to ship the damaged piece back, or it may need to be inspected by a claims investigator.