White-Glove Delivery — Standard for All Continental USA Home Deliveries
All continental USA home deliveries include professional white-glove in-home delivery with assembly by our independent carrier partners. Since July 2023, over 95% of our deliveries are completed with full white-glove service — meaning we bring your furniture inside, place it in your room of choice, perform light assembly, and remove all packaging debris.
What's Included
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In-Home Delivery: Your furniture is brought inside and placed in your room of choice.
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Light Assembly: Our carrier partners will assemble your piece upon delivery.
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Debris Removal: All packaging materials are removed from your home.
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Scheduling Coordination: After your order, you'll receive a Delivery Questionnaire to schedule your delivery at a time that works for you.
How Scheduling Works
After placing your order, you'll receive a Shipping & Delivery Questionnaire via email. It is critical that you respond promptly and read all production update emails. This questionnaire allows us to:
- Confirm your delivery address and access details
- Note any special requirements (elevator, stairs, narrow hallways, gated community, etc.)
- Schedule your delivery appointment at a convenient time
Expected Timeline: Most orders have a 6–14 week production period, after which your delivery will be scheduled based on your questionnaire responses.
Special Delivery Circumstances
Certain locations and situations require advance disclosure in your questionnaire so we can arrange the appropriate service:
- NYC, Brooklyn, and dense urban areas
- Islands and remote locations
- Tight indoor spaces (spiral staircases, narrow doorways, low ceilings)
- Commercial addresses
- Alaska, Hawaii, and locations outside the continental USA
If White-Glove service is unavailable for your specific location, Threshold Delivery will be used — your furniture will be delivered to the first dry, covered area (such as a garage or lobby). Assembly instructions are available on our website for threshold deliveries.
Storage Policy
Once your order is ready, we offer complimentary storage for up to 7 days. After that, the following fees apply:
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7–14 days: 1% of your order total per week
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15–90 days: 3% of your order total per month
Please ensure you are ready to receive your delivery within your scheduled window to avoid storage fees.
Inspection Responsibility
Please thoroughly inspect all items before the carrier leaves. If you notice any damage, it must be noted on the Bill of Lading (BOL) at the time of delivery. Signing the BOL without noting damage releases the carrier from responsibility for that damage. If damage is found, contact us immediately.
Care Upon Arrival
Your furniture arrives with a protective coat of wax applied. Simply buff with a dry cloth to bring out the natural finish. For large items requiring assembly, assembly instructions are available on our website. Note that some large pieces may require two people to assemble safely.
