Customer Support Center

How Will My Order Ship?

Last Updated: May 19, 2014 10:05AM PDT and it's related stores have developed long standing relationships with the best White Glove Delivery Companies in the business and we're committed to always shipping your order using the fastest, most reliable, and safest method possible. For each and every product on our site, we've selected the best particular shipping method to optimize your experience and ensure successful delivery of your order.

When your order ships, you'll receive an email from us with either a tracking number, or contact information with which to track your order and estimate a delivery date. Don't hesitate to contact us for assistance during the process and we'll be happy to help!

There are two methods we use to ship our products: White Glove, Premium delivery on all Leather Furniture, or for smaller items such as ottomans purchased by themselves, or cleaning and care products, we use Parcel Services (UPS, Fedex and USPS)

White Glove - Premium Delivery - our White Glove Premium delivery provides a number of advantages. All Leather Furniture we ship will deliver this way, unless you're purchasing an ottoman by itself or one of our leather care products. With this service level your order is unwrapped and pre-inspected by our white glove provider. The order is inspected from top to bottom to ensure that it is defect free, prior to being blanket wrapped and routed to your address. During this inspection process the team that will be transporting and installing your furniture is present for the final inspection, blanket wrapping of each piece, and loading of the furniture onto the truck. This meticulous process ensures the absolute highest percentage of first time deliveries without problems or complaints.

Upon arrival at your address, a team of uniformed furniture delivery personnel will install your furniture, and remove any packaging debris.

The order will be carried up to as high as a second floor at no charge. If the order needs to be moved up additional floors without elevator access, please contact us to let us know. There is an additional fee for each floor above the second floor if there is no elevator access.

Scheduling will be provided by the customer care team for the delivery company. Typically they call several days to a week prior to let you know a day, or two day range they will be in your area, then they will contact you again the day before delivery to give you a 2-4 hour window for delivery. If you ask, they will give you the additional option of a call 30-60 minutes prior to delivery if you can't be there the entire 2-4 hour window and will need to run home to meet them. Please be sure that you are present for the delivery. Orders are loaded in sequence of delivery, and if you are not available during your confirmed time window for delivery, you may incur additional fees.

With White Glove Delivery, you MUST inspect your entire order prior to signing the delivery paperwork. Any issues MUST be noted on that paperwork before signing so that problems are simpler to resolve. We're unable to issue credits, or replacement shipments for damage not noted on the delivery paperwork prior the the departure of the delivery team.

Parcel Services - Whenever appropriate, we'll ship lighter, smaller items such as ottomans purchased alone, or cleaning and care products, via UPS, Fedex, or USPS. For many of the items we sell, these companies provide the fastest and most reliable shipping method. Shipping times will range between 1 and 10 days (this will vary depending upon how close you are to the shipping warehouse).

We may not require signature for delivery, however the decision on whether to leave your package without a signature is up to the delivery carrier. If you'd like them to leave it at your door you can usually leave a note on your door that states "No Signature Required" (you may want to reference the package and tracking # on that note).

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