Where is my order?
After placing your order, you will receive a confirmation email with the estimated lead time. When your order is prepared for shipment, you'll get a shipment notification email that includes carrier tracking information and an estimated delivery date. For delivery scheduling, the carrier will contact you via phone or email, except for small parcel carriers like UPS. If you haven’t received these emails, please check your spam or promotions folder.

My order hasn't arrived
If your order has not arrived by the expected delivery date, please first check the tracking information provided in your shipment notification email. If there are no updates or the issue persists, contact our customer service team with your order number. We will help you resolve the issue and provide further assistance.

I have not heard from your delivery company yet
After receiving your shipment notification email, you'll be able to track your shipment. When your order arrives at the local delivery station, the shipping company will call the number provided on your order to arrange the delivery.

I've placed an order but heard nothing
If you haven’t received an order confirmation or any updates, please check your email’s spam or junk folder. If you still can’t find the information, contact our customer service team with your order details.

I've received only part of my order
If your order arrived incomplete, please check the packing slip included with your shipment. Please inspect all of the packaging to confirm that all items are included. Smaller components, such as legs or
hardware, are usually found inside the product packaging. If any parts of your order are missing, please reach out to our customer service team to resolve the issue.

My order is arriving too soon and I am not ready to receive it. What can I do?
If your order is arriving earlier than expected, please contact our customer service team to reschedule the delivery or arrange for a temporary hold. Storage fees may apply depending on the length of time. You can request a future ship date in the delivery instructions box in the checkout.

It's been longer than the estimated lead time and I still haven't received my order. What should I do?
We sincerely apologize for any inconvenience caused. Our team diligently collaborates with factories, warehouses, and logistics partners to shorten lead times and prevent delays. We make sure to keep you updated with any changes or issues as they occur.

If your order is delayed beyond the estimated lead time, please check your tracking information first. If you have any concerns, contact our customer service team for an update and further assistance.

I've tracked my order with your delivery company and it says it's been lost or already delivered, but I don't have it. What should I do?
We rely on specialized third-party companies to deliver your products as efficiently as possible. Occasionally, they might encounter minor issues or communication problems, often due to IT tracking errors or mix-ups at their local sorting facility.

We recommend contacting the freight carrier using the details provided in your tracking update email to help locate your order. They can assist with any necessary re-deliveries as well. Please have your tracking number ready when you reach out to them.

Can I choose my delivery date?
When the local delivery agent gets your order, they will contact you to arrange a delivery time. Usually, the driver will also call on the day of delivery to let you know they’re en route.

For orders shipped with small parcel couriers (like UPS or FedEx), you won’t receive a call to schedule the delivery. Please track your order online to ensure you’re available to receive it.

How can I change my delivery address?
To change your delivery address, please contact our customer service team as soon as possible. Address changes can be made up to 24 hours before your items are dispatched. After dispatch, changing the delivery address might not be feasible, and additional charges may apply for redelivery arrangements.

What payment methods do you accept?
We accept payments via credit card and Zelle. For credit card payments, we accept Visa, MasterCard, American Express, and Discover.

How do I pay using a credit card?
At checkout, select the credit card option and enter your card details, including the card number, expiration date, and CVV. Ensure that your billing address matches the address on file with your credit card issuer.

How do I pay using Zelle?
To pay using Zelle, select the Zelle option at checkout and follow the instructions provided. You will need to use the email address or mobile number associated with our Zelle account.

What should I do if my credit card payment fails?
If your credit card payment fails, please check the following:

   - Ensure that all card details (number, expiration date, CVV) are entered correctly.

   - Verify that your billing address matches the address on file with your credit card issuer.

   - Confirm that your card has sufficient funds or credit available.

   - Contact your credit card issuer to check for any issues with your account.

If you continue to experience issues, try using a different payment method or contact our customer service team for assistance.

Can I use store credit for my purchase?
Currently, we do not offer store credit as a payment option. All purchases must be made using credit cards or Zelle.

What should I do if I have problems with Zelle payment?If you encounter issues with Zelle, ensure that you have entered the correct email address or mobile number associated with our Zelle account. If problems persist, contact your bank or Zelle support for assistance, or try using a different payment method.

If you have any further questions or need help with payments, please contact our customer service team.

I've received a faulty or damaged item. What should I do?
If you receive a faulty or damaged item, please contact our customer service team immediately. Provide details and photos of the issue so we can assist with a return, replacement, or refund.

I've received the wrong item. What should I do?
If you receive an incorrect item, contact our customer service team with your order number and details about the discrepancy.

Some parts or tools are missing from my order. What should I do?
The small parts are often tucked away to protect the finished product during transit. Please inspect all packaging thoroughly before discarding it. If you still can’t find the missing parts, contact us.

How should I care for my furniture?
To care for your furniture, follow the care instructions provided with your purchase. Generally, clean with a soft, damp cloth and avoid harsh chemicals.
For specific materials like leather or wood, use appropriate cleaners and conditioners as recommended.

Will my wood veneers match?
Wood veneers may not match exactly due to natural variations in grain and color. Each piece is unique, adding to its character.

What does sofa orientation mean?
Sofa orientation refers to the arrangement of a sofa relative to other furniture, such as left-facing or right-facing configurations, affecting room layout and functionality.

What is the difference between leather and bonded leather?
Leather is made from the hides of animals and is known for its durability, natural grain, and high quality. Bonded leather is made from a blend of leather fibers and synthetic materials, offering a more affordable option with a uniform appearance, but it may not be as durable as genuine leather.

What is your return policy?
Please visit our Returns, Refunds & Claims for full details. 

How do I cancel an order?
Please visit our Order Cancellation page for details.

Can you process my refund onto a different credit/debit card?
Refunds can only be issued to the original payment method used for the purchase.

When will I see my refund in my account?
Depending on your card provider, it may take up to 5 business days for the refund to appear in your account after processing. We are not responsible for any third-party costs or fees associated with the credit card.

Can I track the progress of my order?
Yes, you can track your order once it has shipped. You will receive a shipment notification email with tracking information. Use the provided tracking number to monitor your order’s progress.

Where do you ship to?
We currently ship to addresses within USA. We do not offer international shipping at this time.

How long will my order take?
Standard Shipping

Standard Shipping takes 2-3 weeks in the US. It includes delivery to the threshold or curbside, where you’ll need to bring the item inside.
For UPS or small parcel deliveries, a signature is required. Note that stairs are not included.

White Glove Shipping

White Glove Shipping also takes 2-3 weeks in the US. It includes inside delivery up to one flight of stairs, item placement, and removal of packaging. Availability may vary in rural Canada.

Custom Orders

Custom orders have a lead time of 14 to 25 weeks. For more information, contact us.

How will my item(s) be delivered?
Items are delivered through various carriers, including local delivery services and small parcel couriers. For large or bulky items, delivery may be handled by a specialized delivery service.

How much is shipping?
We offer free Standard Shipping on orders up to $5,000, with White Glove Shipping available for $309. For orders over $5,000, Standard Shipping remains free, while White Glove Shipping is 6% of the order value. Shipping fees are non-refundable once items leave our warehouse. Additional delivery charges for missed or weekend deliveries are the customer’s responsibility. White Glove Shipping may incur extra fees and potential delays; check with customer service for availability.

I am an interior designer; can I work with you?
Yes, we welcome interior designers and other trade professionals. Please apply through our Trade Program to access special benefits and discounts.

How do I use/apply my Trade Discount?
Fill out the Trade Account form on our website. Once your application is approved, we'll notify you. You can then place orders by phone or provide your trade account number online to apply the discount.

Can I apply the Trade Discount to a sale item?
Yes, trade discounts can be applied to sale items unless otherwise specified. Please verify discount details in your trade account or contact us for confirmation.

What is the Membership Program?
Our Membership Program provides exclusive benefits, including automatic discounts, early access to new products, and special promotions.

How much does it cost?
The Membership Program costs $250 per year, with automatic renewal unless you cancel.

How do I join and access benefits?
Sign up through our Membership page on the website. Discounts are automatically applied at checkout once you’re a member.

Can I cancel my membership?
Yes, you can cancel anytime through your account settings or by contacting customer service. Membership fees are non-refundable.

How do I update my information or get help?
Update your details through your account settings. For assistance, contact customer service via our website or support number.