Frequently Asked Questions

Ordering

How will I know when my order is ready?

You’ll receive an email notification when your order ships. Your local delivery company will then contact you to schedule delivery.

What if items are missing from my order?

Note the missing items on the delivery receipt and notify your Customer Success Representative within 3 business days.

Shipping & Delivery

What shipping options are available?

We offer shipping tailored to product type and location:

Standard Ground (small parcels): Delivered in 3–7 business days.

Freight delivery (larger items): Delivery times vary.

White Glove Delivery: Premium service including delivery, unpacking, placement, packaging removal, and furniture assembly.

What is not included with White Glove Delivery?
  • Installation of chandeliers to electrical
  • Gas hookup for firepits
When will I be contacted to schedule my delivery?

Within 7 business days of your shipping notification, your local delivery company will contact you to arrange delivery.

What happens if a third-party shipping provider delivers my furnishings and I have a problem?

Inspect your shipment at delivery. Note any visible damage, shortages, or overages on the delivery receipt and report them within 3 business days. All products are subject to industry-standard tolerances. No allowances are made for merchandise showing evidence of misuse.

Do you offer discounted freight rates?

Yes—discounted rates are available for full truckloads. Ask your Customer Success Representative for details.

Returns, Cancellations & Exchanges

What is your return policy?

Most stocked (non-custom) items may be returned or exchanged within 30 days of receipt.

Returns not related to damage/defect incur a 35% restocking fee and must be in original condition and packaging.

Custom items may only be returned if defective or damaged.

How long will it take to receive a refund?

Credit card refunds: 3–5 business days after receipt/approval.

Other payment methods: Up to 2 weeks after processing.

Can I cancel or change my order?

Stock/non-custom orders: May be canceled or changed prior to shipping.

Custom orders: Cannot be canceled or changed once submitted.

What is your exchange policy?

Exchanges follow the same process as returns. To receive your replacement faster, you may place a new order while returning the original. Restocking and return shipping fees apply for non-defective exchanges.

How can I start a return?

Start a Return

Damages & Parts

What should I do if my order arrives damaged?

Report damages within 3 business days of delivery. Please include order details and photos when contacting your Customer Success Representative

How do I order replacement parts?

Replacement parts may be requested by providing your order number and/or item number to your Customer Success Representative.

How can I report damages?

Submit a Request

Contact Us

Call Us: 205-358-9400

Hours: Mon - Sat: 8 am to 5 pm CT