FAQ

The size and weight of your online purchase are factors that help us determine the most efficient delivery method.

In-Home Delivery - You will be contacted to schedule In-Home Delivery. Please arrange for an adult to be present when the truck arrives. We understand timing is important, so if you need to reschedule the date, contact the delivery provider as soon as possible at the phone number listed in your order confirmation. We request a 48-hour notice if you want to reschedule or cancel delivery. You may incur an additional fee if you reschedule less than 48 hours prior to delivery, or if no one is home when the delivery team arrives. If delivery does not take place within 30 days of the original scheduled delivery date, the order may incur in a fee.

For In-Home Delivery orders, typically around two business days after purchase, the delivery service will contact you and schedule an estimated delivery date. The “get it by” date and “estimated delivery date” indicate when we expect to fulfill your order based on our product availability and delivery capacity at that moment. Changes in inventory or delivery capacity, as well as unforeseen circumstances beyond our control, such as a strike, natural disaster, or inclement weather, may delay delivery of your order.

If an item is eligible for 1-day or 2-day shipping, it will be noted on the product detail page, in the shopping cart, and the check out page. If you place your order before the cut off time (typically 12 p.m. local time in the destination to which you’re shipping, but that may vary depending on item location), then the estimated delivery date for the order will be:

—If 1-day shipping is available for the order, the order is expected to be delivered within 1 business day after it has been shipped and picked up by the delivery carrier.

—If 2-day shipping is available for the order, the order is expected to be delivered within 2 business days after it has been shipped and picked up by the delivery carrier.

Business days do not include weekends. Delivery may be delayed by factors such as changes in inventory, delivery capacity, and unforeseen circumstances beyond our control, such as strikes, natural disasters, and inclement weather.

For In-Home Delivery orders, typically around two business days after purchase, the delivery service will contact you and schedule an estimated delivery date.The “get it by” date and “estimated delivery date” indicate when we expect to fulfill your order based on our product availability and delivery capacity at that moment. Changes in inventory or delivery capacity, as well as unforeseen circumstances beyond our control, such as a strike, natural disaster, or inclement weather, may delay delivery of your order. The estimated times are our best estimates and you should still be available during your scheduled delivery windows. Please contact your Sales Representative to get more information on your delivery.

In-Home Delivery fees are established by the team delivering your order. Consequently, delivery fees and services may vary market to market. We encourage you to review the delivery fees with the Sales Associate prior to submitting your order. Note: additional fees may apply for delivery above or below the ground floor, or for other unusual circumstances.

Your order is important to us. We begin preparing your products for delivery as soon as the order is received. Delivery times may vary if products are produced after receiving your order or if the products are in stock. Estimated Standard Shipping and In-Home Delivery time frames are provided when you select and place items into your cart.

All merchandise purchases are subject to sales tax based in accordance with the current state and local tax rates for the Standard Shipping/In-Home Delivery destination. Taxes are generally calculated on the total selling price of each item, which depending on local and state laws, may include discounts and shipping and processing charges.

In order to serve you as quickly as possible, items will ship as available. It is common for Standard Shipping items to arrive separately. Items may require assembly. Larger In-Home Delivery items will also arrive in a separate time frame. To find out when your items are scheduled for delivery, you can also check on your order by calling Customer Care.

Depending on the size of your order and availability, it is common for items to arrive separately and via different methods of delivery. To find out when your items are scheduled for delivery, you can also check on your order by calling Customer Care

To avoid delivery day disappointments, measure the area you plan to place your new furniture in, as well as the furniture you have selected to purchase, before placing your order. Also measure any doorways (height and width) through which the furniture must pass to get to its final position in your home. Identify any delivery obstacles - is there enough ceiling clearance? Will the furniture clear the stairway or elevator? Can the piece be maneuvered around any right angles? Because of our commitment to providing you with outstanding customer service, as safely and efficiently as possible, delivery personnel are unable to hoist furniture or carry furniture up more than 3 flights of stairs. An elevator must be available for deliveries to the 4th floor and above.

In preparation for your delivery, remove pictures, accessories, etc. from the walls to prevent damage. Also ensure that the area where you would like your furniture placed is free and clear of any items that may obstruct the passageway. Please secure your pets, furniture pieces can be large and heavy and we do not want anything to happen by accident. The delivery team will place the furniture in your room of choice. Our delivery teams are not permitted to move your existing furniture, electronics, or other household belongings and cannot set up lamps, hang pictures or mirrors on walls, or make electrical connections for entertainment units.

Yes we can. The removal of furniture has to be known in advance for the delivery team to be prepared and plan accordingly. We ONLY take existing furniture away if the existing furniture is replaced by one of our products. We do not offer this service, if purchase was not made with us. We do not move furniture to a different location. We are not responsible for damages to the property removing furniture. Fees may apply.

Online Purchases
After completing your online order, we sent an email to you confirming the purchase and method(s) of delivery.

In-Home Delivery
The emailed confirmation you received after placing your order contains who to call for questions concerning delivery. You can track the delivery status by contacting us.

In-Store Purchases
Contact the store where you made the purchase for questions about delivery. It helps to have the sales receipt handy when checking on your order. Click here for our Store Locator.

Threshold delivery is an exciting new level of delivery service that allows our customers to have more options for home delivery. With threshold delivery, furniture in its original packaging will be dropped off inside your doorway or garage. This delivery service does not include assembly, placement in the room of choice or disposal of all packaging materials.

Unfortunately our protection plan does not cover that type of damage. You will be responsible for any damage that results from your assembly of the furniture.

If furniture does not fit through your doorway then it must be placed inside a secured garage. Drivers will not be allowed to leave furniture outside.

We will still deliver your furniture inside your doorway or garage.

We recommend that you have both a Phillips head and a flat head screwdriver or an electric drill with those bits. A hex key is provided in the hardware packages of boxes.

You will need to come to the store or call to pay the difference first, as there will be a delivery fee difference from threshold to premium.