Returns & Cancellation Policy
We love it when you love your furniture, and 98% of our customers are completely satisfied. We are the #1 rated US furniture company on Google. In the rare event that you need to cancel or return your order, please read the following policies carefully.
Cancellations Policy
- After placing an order, you can cancel at no charge for any reason before it is loaded onto a truck for shipping or has shipped from the manufacturer’s warehouse (typically, orders ship within 2-3 days).
- Once an order is placed, we immediately submit it to our warehouse or the manufacturer's warehouse to ensure it’s shipped to you as quickly as possible.
- Once the warehouse receives your order, we (and thus, the customer) become financially obligated to purchase the merchandise from the warehouse.
- When you place an order, you will receive an email confirmation describing the details of your purchase. It is your responsibility to verify the accuracy of the information in the email receipt.
- You have 24 hours to review your confirmation and reply with any discrepancies or changes.
- To cancel an order, send an email to [email protected] with your name, order number, and reason for canceling. Unfortunately, we do not accept cancelation requests over the phone. If your cancellation request is approved, you will receive an email confirming the cancellation.
- Special Orders: Made-to-order and custom items cannot be canceled.
- Layaway orders (except Special Orders) can be canceled at any time before they ship or are loaded for shipment. However, if a layaway order is canceled, you will receive store credit instead of a refund.
- Any cancellation requests submitted after the order ships are subject to the Returns Policy below.
- If the manufacturer’s warehouse or our warehouse confirms that the order is loaded onto the truck or released for shipping, the order is treated as shipped and can no longer be cancelled. Any such cancellation requests are subject to the Returns Policy below.
- A $50 storage fee will be charged per piece per month after 30 days of holding in our warehouse facility. Please note that some items have multiple pieces (e.g., a bed or a dining table). For example, a bed may have 2 or more pieces.
Returns Policy
- Orders may be returned within 15 days of receipt for a refund equaling the purchase price minus both a 30% restocking fee and round-trip shipping and handling costs. These costs are deducted from the refund, regardless of whether you were originally invoiced for shipping or if the costs were discounted or free.
- Returned items are never resold to customers, as they are no longer new; they are usually donated to charity.
- Exact delivery dates and times cannot be guaranteed. Deliveries on evenings or weekends cannot be guaranteed.
- Due to liability issues, the delivery team is unable to assemble any furniture not purchased through our company.
- To request a return, send an email to [email protected] with your name, order number, and reason for returning. Unfortunately, we do not accept return requests over the phone. If your return request is approved, you will receive an email confirming the return and the next steps.
- Clearance items are not returnable.
Delivery Policies
- When choosing delivery, the customer assumes responsibility for any damages unless noted on the Delivery Slip/BOL.
- Please inspect your items at the time of delivery. If you notice any damage, write “Product Damaged” on the delivery slip and contact us at (212) 518-2752 while the delivery team is at your home.
- In the rare event that the product has major damages, please refuse it as damaged at the time of delivery.
- Before your delivery, please make sure your room is prepared. Remove unwanted furniture and ensure you have adequate space for our team to deliver and assemble your furniture. Please remove any paintings or other objects from the delivery path and consider covering your floor.
What are our operational hours?
- Our Sales Team is open from 9:00 AM (morning) EST to 12:00 AM (midnight) EST.
- Our Customer Success Team is open Monday to Friday from 9:00 AM (morning) EST to 6:00 PM (evening) EST
What if part of my order arrives damaged?
- Upon delivery, you will be asked to sign a delivery slip indicating that the order was received in good condition. Thoroughly inspect the furniture before signing. In the unlikely event that any part of your order arrives damaged, please write “damaged” on the delivery slip next to the damaged piece(s). Call us at (212) 518-2752 while the delivery team is at your home. Additionally, take pictures of the items in question and email them to [email protected] within 24 hours of your delivery.
- Provided the issue was noted on the delivery slip and photos were sent to us, the manufacturer will send replacement parts free of charge directly to your home.
- We stand by our products. You will not be charged for the redelivery of any previously refused damaged products. We reserve the right to fix damaged or defective pieces at our discretion.
- Only items marked damaged or defective on the delivery slip at the time of delivery are eligible for free repair or replacement parts.
- Table pads ship separately because they are custom and will be delivered to you directly via FedEx/UPS within 30 days of your delivery.
What if my order doesn’t fit in my home?
- Please carefully review the dimensions of your items before ordering. Dimensions for almost every item are available on our site for your convenience.
- Any items sent back because they do not fit are subject to the Returns Policy stated above. If an item may fit in your room but cannot fit through a doorway, you can accept delivery, and we will put you in touch with a furniture technician who may be able to disassemble and reassemble your furniture for a fee.
Special note on colors, finishes, leather, and stone
- We cannot guarantee that the finish of the furniture (including wood, simulated wood, leather, or stone) will be exactly as pictured.
- Naturally occurring variations or imperfections in the grain, color, or sheen of wood may occur. Stone finishes, such as marble and granite, may differ in color and veining. Additionally, variations in the color, sheen, and texture (including wrinkling and natural marks) of leather may occur due to both natural phenomena and different dyeing and tanning processes. These naturally occurring characteristics are not considered damages or defects.
- Due to differences in the resolution of computer monitors, as well as differences in lighting conditions in photographs, images of products displayed on our website may differ in color from the items you receive. Furniture is often photographed in bright, sun-filled rooms, and it may look different in your home. We work directly with manufacturers to obtain the highest quality photographs and display our merchandise as accurately as reasonably possible.
- Furniture with a distressed finish may have marks, spots, scratches, and/or other distress marks that are intentionally made by the manufacturer to achieve a ‘distressed’ look. These are not considered damages or defects.
International delivery
We currently ship throughout the continental United States and Canada. However, we have many international customers all over the world who have heard about us or found our great deals online. We will work with your selected freight forwarder and will deliver your order to them at no charge!
