FAQs

Shipping Policy and Information

You can go to your account here to check on any orders you placed. We will also email you with any updates to your order status.

Lead times for in stock items range between 1-5 weeks depending on the origin warehouse location and the destination address. Quickship items have an estimated lead time of 1-3 weeks for freight and 3-5 days for small parcel. If an item shows "available" without any stock level, then it can be ordered, but the lead time might be longer.

Small items ship via UPS/FedEx, large via chosen freight carrier. White Glove service recommended for large items.

Tracking should show movement within 5 business days from the time you receive your tracking number.

Please measure your entryways and intended item space before placing an order to ensure that the item will fit. In the rare case a shipped item doesn’t fit in the space, a return is the only option we can provide, which can be initiated here. It will be considered a remorse return with restocking fees applied.

You can go to your account here to confirm order information is correct. If you do need to change the shipping address, phone number, item, or other order information, you may inform us and we will assess the available options for you. If your order has already begun shipping, it may be too late to make any changes. Any changes that are possible may result in additional fees.

Yes! As long as your order has not shipped we can upgrade the delivery service. Please use our Live Chat or our contact form here.

Delivery schedules with freight carriers are typically arranged based on the availability of shipment days and times. Should the proposed schedule be inconvenient for you, kindly reach out to us or the shipping company directly for rescheduling options, subject to availability. Please note that rescheduling within a specific timeframe may incur additional charges.

Sales

Please use our Live Chat to contact our knowledgeable customer service and sales team for any sales inquiries or product questions.

Order Cancellation

Submit a cancellation request here before the shipping process starts. Custom, made to order, and final sale items are non-cancellable.

Returns

Fill out our return form here within 60 days of receipt, ensuring the product is in new condition with original packaging.

Custom, special orders, floor samples, and items marked "final sale" are non-returnable. Additional exclusions apply, check our policy here.

Damaged, Defective, or Missing Items

Report within 2 business days, provide images of item(s) and packaging, and note the issues on the delivery paperwork. File a claim here.

If for any reason we have not satisfied your claim please reply to our resolution email and we will work together to ensure we have resolved the claim in a way that best suits you.

Please email us as soon as you notice that the incorrect item was delivered or the missing item with images of the issue. There is usually a simple solution for these cases. All you need to do is let us know about the mistake and we will follow up with you on next steps to rectify the mistake right away.

Refunds

Refunds are processed with 14 business days of our confirmation that the item has been returned.

365 Limited Warranty

We stand by our products. Products are covered for defects at the time of shipment. Contact us within a year of receipt for resolutions like repair, store credit, or replacement at our discretion.

Assure Shipping Protection

Expedited service, more options, and theft protection. File a claim here within 3 days of receipt.

Gift Cards

Gift cards are non-redeemable for cash. Keep the code secure as we don't reimburse for lost or stolen cards.

Product Care

Follow our care instructions for surfaces, finishes, and specific materials like cane here.

Have other questions?

Please use our Live Chat to contact our customer service and sales team! You can also submit an inquiry to us via our contact form here.