Frequently Asked Questions
Orders & Shipping
How long does shipping take?
We offer several shipping options:
- Standard Shipping: 3-5 business days ($9.95 or free over $99)
- Express Shipping: 2-3 business days ($19.95)
- White Glove Delivery: 7-10 business days (for large items)
- International Shipping: 10-15 business days
Do you ship internationally?
Yes, we ship to over 50 countries. International customers are responsible for customs duties and import taxes.
Can I track my order?
Yes, you’ll receive a tracking number via email once your order ships. You can track it on our website or the carrier’s site.
Returns & Exchanges
What’s your return policy?
We offer a 30-day return policy. Items must be in new, unused condition with original packaging. Return shipping is free for US customers.
How do I make a return?
- Log into your account
- Go to Order History
- Select items for return
- Print prepaid shipping label
- Drop off at any UPS location
Products & Quality
What materials are your products made from?
We use sustainable materials including solid wood, organic cotton, and eco-friendly finishes. All materials are clearly listed in product descriptions.
Are your products easy to assemble?
Most items require minimal assembly. We provide clear instructions and all necessary tools. White glove assembly is available for an additional fee.
Payment & Security
What payment methods do you accept?
- Credit cards (Visa, Mastercard, American Express)
- PayPal
- Apple Pay
- Google Pay
- Affirm financing
Is my payment information secure?
Yes, we use industry-standard SSL encryption and never store your payment information on our servers.
Account Management
How do I create an account?
Click “Create Account” in the top navigation. Benefits include order tracking, wish lists, and faster checkout.
I forgot my password. What should I do?
Click “Forgot Password” on the login page. We’ll send a password reset link to your email.
Delivery & Setup
What is white glove delivery?
Our delivery team will:
- Bring items to your room of choice
- Assemble furniture
- Remove all packaging
- Place items exactly where you want
Do you offer in-home assembly?
Yes, assembly service is available for most items. Pricing varies by product size and complexity.
Warranty & Care
What is your warranty policy?
We offer a 1-year warranty on all products against manufacturing defects. Extended warranties are available for purchase.
How should I care for my furniture?
- Use coasters under drinks
- Avoid direct sunlight
- Clean with mild soap and water
- Follow specific care instructions included with each product
Sustainability
What is your sustainability policy?
We’re committed to:
- Using sustainable materials
- Eco-friendly packaging
- Carbon-neutral shipping
- Ethical manufacturing
Customer Service
How can I contact customer service?
- Email: [email protected]
- Phone: Available on our contact page
- Live chat: Mon-Fri 9AM-6PM EST
- Contact form: 24/7 availability
What are your customer service hours?
Monday-Friday: 9:00 AM – 6:00 PM EST
Saturday: 10:00 AM – 4:00 PM EST
Sunday: Closed
Custom Orders
Can I request custom sizes or colors?
Yes, we offer custom options for many products. Contact our sales team for pricing and lead times.
How long do custom orders take?
Custom orders typically take 4-6 weeks for production plus shipping time.
Damaged Items
What if I receive a damaged item?
Contact us within 48 hours of delivery. We’ll arrange a replacement and cover return shipping for the damaged item.
Gift Services
Do you offer gift wrapping?
Yes, we offer complimentary gift wrapping and can include a personalized message.
Can I send a gift directly to someone?
Absolutely. During checkout, select “This is a gift” and enter the recipient’s address.
Last Updated: September 2023