Shipping Policy
1. Shipping Coverage
We currently offer shipping services to the following regions. For areas not listed below, please contact our customer service team for a customized shipping quote before placing your order:
-
Domestic Shipping (e.g., Continental United States): We provide comprehensive shipping coverage to all contiguous states. Remote areas (e.g., Alaska, Hawaii, Puerto Rico) may require additional shipping fees and extended delivery times; specific details will be displayed at checkout.
-
International Shipping: We ship to selected international countries/regions, including Canada, the European Union, Australia, and New Zealand. Please note that international orders may be subject to import duties, taxes, and customs fees, which are the sole responsibility of the recipient. We are not liable for any delays caused by customs clearance procedures in the destination country/region.
2. Order Processing Time
Order processing refers to the time required to prepare your order for shipment, including inventory verification, product inspection, and packaging. Our standard processing time is 2-5 business days (excluding weekends and public holidays) from the date of order confirmation and successful payment.
For custom-made or personalized products (e.g., sofas with custom fabrics, custom-sized TV stands), the processing time will be extended to 7-15 business days due to the production cycle. The exact processing time for custom items will be clearly stated on the respective product pages.
During peak seasons (e.g., Black Friday, Christmas, New Year) or due to unforeseen circumstances (e.g., supply chain disruptions, natural disasters), processing times may be delayed by 1-3 business days. We will notify you via email if such delays occur.
3. Shipping Methods and Delivery Times
We partner with reputable logistics carriers (e.g., FedEx, UPS, USPS, and specialized furniture shipping companies) to ensure safe and efficient delivery of your products. The available shipping methods and estimated delivery times will be displayed at checkout based on your shipping address. The following are our standard shipping options:
|
Shipping Method
|
Applicable Regions
|
Estimated Delivery Time (After Processing)
|
Notes
|
|---|---|---|---|
|
Standard Shipping
|
Domestic & Selected International
|
Domestic: 3-7 business days; International: 7-15 business days
|
Free for eligible orders (see Section 4); Suitable for most furniture and decor items
|
|
Expedited Shipping
|
Domestic Only
|
2-4 business days
|
Additional fee applies; Priority handling and delivery
|
|
White-Glove Delivery
|
Domestic Only (Major Metropolitan Areas)
|
3-5 business days
|
Includes inside delivery, unpacking, and removal of packaging materials; Additional fee applies (details at checkout)
|
Note: The estimated delivery times are for reference only and do not include weekends or public holidays. Delays may occur due to external factors such as weather conditions, traffic congestion, or customs inspections (for international orders). We are not liable for delivery delays beyond our reasonable control.
4. Shipping Fees
Our shipping fees are calculated based on the shipping method, destination, product weight, and order value. The exact shipping fee will be automatically calculated and displayed at checkout before you complete your payment. We offer the following shipping fee policies:
-
Free Standard Shipping: Domestic orders with a total value of $[X] or more are eligible for free standard shipping. This offer applies to all products except custom-made items and oversized furniture (details on product pages).
-
Flat-Rate Shipping: For domestic orders below the free shipping threshold, a flat-rate shipping fee of $[Y] will apply.
-
International Shipping Fees: International shipping fees are calculated based on the package weight and destination. A minimum international shipping fee of $[Z] applies. Import duties, taxes, and customs fees are not included in the shipping fee and must be paid by the recipient upon delivery.
-
Additional Fees for Special Services: White-glove delivery, delivery to remote areas, or other special requests (e.g., scheduled delivery) will incur additional fees, which will be clearly stated at checkout or quoted separately by our customer service team.
5. Shipping Address Requirements
You are responsible for providing an accurate, complete, and valid shipping address (including street number, city, state/province, postal code, and contact phone number). We will not be liable for any delays, losses, or returns caused by incorrect or incomplete shipping information.
If you need to change the shipping address after placing an order, please contact our customer service team within 24 hours of order placement. We cannot guarantee address changes once the order has been processed and handed over to the shipping carrier. If the package is returned to us due to an incorrect address, you will be responsible for the return shipping fee and the re-shipping fee for re-delivery.
6. Order Tracking
Once your order is shipped, we will send a shipping confirmation email to the email address associated with your order. This email will include a tracking number and a link to the carrier's website, allowing you to track the real-time status of your package.
You can also track your order by logging into your account on our Store and navigating to the "Order History" section. If you do not receive the shipping confirmation email within 7 business days of order placement (or within the stated processing time for custom items), please contact our customer service team for assistance.
7. Delivery Inspection and Acceptance
Upon delivery, you (or the person accepting the delivery on your behalf) are required to inspect the package and the products for damage, defects, or missing items before signing for acceptance. For large furniture items (e.g., sofas, TV stands), please carefully check the product surface, structure, and accessories.
-
If the package is damaged or the product is defective: Please refuse to sign for the package and contact our customer service team within 48 hours of the attempted delivery. Provide photos/videos of the damaged package, the defective product, and the shipping label. We will arrange for a replacement, return, or refund after verifying the issue.
-
If you find missing items or incorrect products after signing for delivery: Please contact our customer service team within 48 hours of delivery and provide your order number and photos of the received items. We will investigate and resolve the issue promptly (e.g., send the missing items or arrange an exchange).
If you sign for the package without inspection and later report damage or defects, we may not be able to process your claim due to the difficulty of verifying the cause of the issue. We recommend recording a video of the unpacking process for large or high-value items.
8. Shipping Restrictions
Certain products may be subject to shipping restrictions due to their size, weight, or nature. The following restrictions apply:
-
Oversized or extremely heavy furniture (e.g., extra-large sofas, solid wood coffee tables) may not be eligible for expedited shipping and can only be delivered via standard or specialized furniture shipping methods.
-
We do not ship to P.O. boxes, APO/FPO addresses, or freight forwarding addresses due to the size and weight of most furniture items. A physical street address is required for delivery.
-
For international orders, certain products may be prohibited or restricted by the destination country/region's customs regulations. It is your responsibility to check the local customs policies before placing an international order. We will not be liable for orders rejected or seized by customs due to non-compliance with local regulations.
9. Order Changes, Cancellations, and Returns Related to Shipping
If you wish to change or cancel your order after it has been placed, please contact our customer service team immediately. We can only process order changes or cancellations if the order has not yet been processed or shipped. Once the order has been shipped, we cannot cancel it, and you will need to follow our Return and Refund Policy to initiate a return.
For returns due to shipping errors (e.g., wrong product, damaged item), we will cover the return shipping costs. For returns due to personal reasons (e.g., change of mind, incorrect size estimation), you will be responsible for the return shipping costs, including any fees associated with returning large furniture items.