Customer Service FAQ
How do I order online?
To order online, simply navigate to the item you'd like to purchase, select any appropriate options, and click the "Add to Cart" button on the page.
The item(s) you've selected will be added to your shopping cart. You may then either choose to continue shopping and select other items to purchase, or simply "Checkout" and submit payment information.
During the online checkout process, your personal information and your order will be kept confidential and used only to process your order.
Please be assured that any payment information you submit will be transmitted securely using industry standard SSL encryption.
Is shopping online with you secure?
Your Internet web browser can operate in a "standard" mode (used for typical browsing and Internet surfing) and in a "secure" mode (for transferring highly sensitive information such as credit card numbers). Depending on your web browser, you may see an icon with broken key, or an open padlock, in the toolbar at the bottom of your browser window. If so, or if no icon is present, you are browsing the Internet in "standard" mode. Alternatively, if the key is whole, or the padlock is closed, your browser is telling you you're in "secure" mode.
During the checkout process on our website, your browser will switch to "secure" mode and digitally encrypt all the information you'll be sending to us. Encrypted information is unreadable to hackers and other "eavesdroppers", so your personal information is transferred to us securely. We employ industry-proven standards and technologies to protect information you send. Again, please be assured that any payment information you submit will be transmitted using highly secure SSL encryption.
How will my items ship?
All of our furnishings will ship one of three ways depending on your order's size, weight, and overall delivery requirements. The shipping method employed for each product will be stated on each product page. The shipping methods we may use include:
- Furniture Delivery Carrier - Most of our furnishings are too large to be sent via an expedited carrier such as UPS, FedEx, DHL. Due to their size, these items must be shipped via a furniture delivery carrier. For these types of shipments, once your shipment is in your local area, the shipper will contact you using the phone number(s) you've provided with your order, to arrange a delivery date and time. The shipper will schedule deliveries during standard business hours, 9am-5pm, Monday-Friday. In some areas, after hours and weekend deliveries can be scheduled for an additional fee. Our furniture delivery carriers will typically hold your shipment for you in the local terminal for roughly 7-10 business days before issuing a return, to allow you to schedule an appropriate delivery date and time. If you are unable to arrange a delivery time with the shipper, your shipment will fall under our return policy. Our furniture delivery carriers are professional delivery agents. They will bring your shipment to the front door of your residence or building (unlike most freight or common carriers, they WILL NOT leave your delivery at the curb). If you need for items to be carried up stairs (for delivery to a specific apartment number), would like inside delivery, placement, and setup, or for deliveries outside the continental U.S., contact us and we'll provide you with a customized shipping quote. Most items ship packaged and require simple assembly.
- Premium "White Glove" Delivery Service - For these types of deliveries, a professional furnishing delivery team will call ahead to schedule a delivery appointment with you. At the time of delivery, the delivery professionals will place your item(s) in the room of your choosing on the main or second level (up or down), perform any assembly, and remove all packaging debris. In some areas, after hours and weekend deliveries can be scheduled for an additional fee. Our furniture delivery carriers will typically hold your shipment for you in the local terminal for roughly 7-10 business days before issuing a return, to allow you to schedule an appropriate delivery date and time. If you are unable to arrange a delivery time with the shipper, your shipment will fall under our Return Policy.
- Expedited Carrier (UPS or FedEx) - Most of our bedding items and smaller furnishings (nighstands, benches, and a few twin beds), can be shipped via an expedited carrier such as UPS, FedEx, or DHL. These shipments are delivered to the door of your residence or building. For these items a signature will be required at the time of delivery. If you are not available to receive the item on the date of delivery, the shipper will provide you with a means to arrange a delivery window at a later date.
What happens if an item is damaged during shipping?
If, for some reason, an item is damaged during shipping, please note the damages with the shipper at the time of delivery. After you have noted the damaged, you can choose to accept, or refuse the damaged components. Next, contact us and we will replace the damaged item(s) promptly free of charge.
If, after removing your item(s) from it's packaging contents you notice a defect or damages, please contact us. We'll be sure to schedule pick-up of the damaged pieces and send a replacement.
If I order more than one item, will they all arrive at the same time?
Since we ship from multiple warehouses located throughout the U.S., orders consisting of different products may not arrive on the same day. Please defer to the shipping time frame and method specified on each product page to determine an expected delivery date for each item you've ordered. If this is a concern, be sure to contact us to verify shipment and receipt dates.
How can I determine the status of my order?
Most items will be delivered to you within the time-frame specified on each individual product page. However, if you'd like to check the status of your order, please contact us and we'll reply with an updated shipment status.