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Store Policies

Store Policies 

1) Orders & Payments

  • Order confirmation: After placing an order, you’ll receive an order confirmation email. Please review it and contact us immediately if any details are incorrect.

  • Payment methods: We accept major credit/debit cards and other payment methods shown at checkout.

  • Fraud prevention: For your security, we may request additional verification before processing certain orders.

2) Sales Tax

  • Sales tax is charged where required by law and will be calculated at checkout based on your delivery address.

3) Pricing & Product Information

  • We work hard to ensure pricing and descriptions are accurate. In the rare event of an error, we reserve the right to correct it and cancel/refund the order or contact you for approval of changes.

  • Colors and materials may appear different depending on screen settings and lighting. Product dimensions are approximate and may vary slightly due to manufacturing.

4) Processing Times & Order Status

  • In-stock items typically ship faster than custom or backordered items.

  • Estimated lead times are shown on product pages when available, but delivery windows are estimates, not guarantees.

5) Shipping & Delivery

  • Delivery types: Depending on your order and location, delivery may be:

    • Parcel shipping (smaller items)

    • Threshold delivery (to the first dry area/entryway)

    • Room-of-choice delivery (specific room)

    • White glove delivery (room placement + assembly + packaging removal), where offered

  • Appointment scheduling: Some deliveries require scheduling. Delivery carriers typically contact you to arrange a delivery window.

  • Access & site conditions: Customers are responsible for ensuring safe access (clear paths, adequate doorways/hallways, stairs disclosure, elevator reservations, parking/loading access). Additional fees may apply for difficult access or re-delivery.

  • Delivery refusal: Refusing delivery for reasons other than damage may result in return shipping and/or restocking fees.

6) Inspection at Delivery (IMPORTANT)

  • Please inspect your items immediately upon delivery.

  • If you notice visible damage to packaging or product, note it on the delivery receipt and take photos.

  • If damage is discovered after delivery, contact us within the timeframe in Section 7.

7) Damages, Defects & Missing Parts

  • Report timeframe: Please report damages, defects, or missing parts within 48 hours of delivery (or choose your preferred window).

  • Provide:

    • Order number

    • Photos of the issue (and packaging if applicable)

    • A brief description

  • Resolution may include replacement parts, repair, exchange, or refund depending on the situation and manufacturer availability.

8) Returns & Exchanges

Because furniture is large and often made-to-order, returns are handled as follows:

A) Eligible returns (generally):

  • In-stock items in new/unused condition

  • Items returned with original packaging (when required)

B) Non-returnable / final sale (commonly):

  • Clearance, “as-is,” outlet, floor models

  • Custom or made-to-order items (custom fabric/leather/configurations)

  • Mattresses, bedding, and personal items (if applicable), unless required by law

C) Return window:

  • Returns must be requested within 14 days of delivery (common) and received back within another 7–14 days (optional).
    (You can adjust these numbers.)

D) Fees & shipping costs:

  • Original shipping/delivery fees are non-refundable.

  • Customers are responsible for return shipping unless the item is defective or shipped incorrectly.

  • A restocking fee may apply (commonly 10%–25%) due to handling and freight costs.

E) Condition requirements:

  • Returned items must be unused, free of stains/odors/pet hair, and not assembled (if your policy requires).

  • Items that arrive back damaged due to improper repackaging may be subject to a deduction or refusal.

9) Cancellations & Order Changes

  • Cancel/change window: Orders may be canceled or changed within 24 hours of purchase (or before shipping/production begins).

  • Once an item is shipped or a custom order enters production, it may not be cancellable. If cancellation is possible, fees may apply.

10) Backorders & Manufacturer Delays

  • If an item is backordered or delayed, we’ll notify you as soon as we receive updated information.

  • Manufacturer delays, freight delays, or supply issues can impact delivery estimates.

11) Assembly & Installation

  • Assembly services are included only if stated at checkout or in the product description.

  • Customers are responsible for securing items to walls when required (TV stands, cabinets, etc.) and for safe placement in their home.

12) Warranty

  • Many items include a manufacturer warranty. Warranty terms vary by product.

  • Warranties typically do not cover:

    • Normal wear and tear

    • Fabric pilling, fading from sunlight

    • Damage from misuse, cleaning chemicals, pets, or accidents

  • To start a warranty claim, contact us with your order number and photos.

13) Care & Maintenance

  • Follow the included care instructions.

  • We recommend using appropriate protectants and avoiding direct sunlight, sharp objects, or harsh cleaners.

14) Accessibility & Doorway Fit

  • Customers are responsible for confirming that items will fit through doorways, hallways, stairwells, and elevators.

  • We can provide dimensions upon request. If an item can’t be delivered due to fit, re-delivery/return fees may apply.

15) Chargebacks & Disputes

  • If there’s an issue with your order, please contact us first so we can make it right.

  • Chargebacks filed before allowing us to attempt resolution may delay service and warranty support.

16) Privacy Policy

  • We respect your privacy. We use customer information to process orders, provide support, and improve the shopping experience. We do not sell personal information.

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