Returns and Cancellations
What is your return policy?
HOW MUCH TIME DO I HAVE TO RETURN MY ITEMS?
We accept returns on any item WITHIN 5 DAYS of being delivered to you. We are unable to authorize a return on an item after 5 days have passed.
(What does this mean?): This means you have 5 whole days to try the item out in your home! As long as the item is not damaged and in like-new condition, you can return it anytime before the 5-day mark. Please see below for our original packaging policy.
NUMBER OF FREE RETURNS
We authorize ONE free return per item type, per household. Any subsequent returns of the same item type will have the cost of return shipping deducted from the refund.
(What does this mean?): This means, for example, that you may return your first sofa order completely free of charge! However, if you order and return one sofa, then order another sofa and request a return, then the cost of shipping will be deducted from the refund. This also means that you may order and return a DIFFERENT item type at no additional charge for a full refund. For example, if you place an order for a sofa and table and decide to return those, or purchase a bed after previously returning a sofa, then in those cases all items will be due a full refund.
If you would like to know the cost of return shipping for your order please contact our friendly customer care team.
SHOULD I KEEP MY PACKAGING?
Original packaging must be retained and used in the event of a return. If an item is returned without the original packaging, a repacking fee will be deducted from your refund:
-$9 per item for Small Parcel Delivery items.
-$19 per item for Truck Delivery items.
(What does this mean?): Your return will be due a full refund if it is packaged in the ORIGINAL packaging. When you’re receiving your delivery, some delivery crews may offer to remove the packaging as a courtesy. Even if a delivery crew offers to do this for you, please remember to retain all packaging when you receive your item, and hold onto it for the duration of the return period. Carriers are unable to PICK UP OR RETURN an unpackaged item. If you need to make a return, any shipping carrier that may pick up the item from your home can only do so if your item is packaged. If you dispose of the original packaging and then need to make a return, we would require the item to be packaged before authorizing a pickup. An example of an acceptable alternative is bubble wrap. Any items returned without original packaging are subject to a repacking fee. This will include items that have been bubble-wrapped or otherwise repackaged without the original box.
ALL Truck Delivery returns (including orders with White glove Delivery purchased at checkout with packaging removal included) will need to be boxed up or protected with bubble or saran wrap in order for a pickup to occur. The fee for non-original packaging will be waived for customers who upgraded to White Glove Delivery at checkout.
In the event of a return, all upgraded delivery options (Enhanced Delivery, Premium Delivery, White Glove Delivery) are non-refundable.
All Truck Delivery returns will be picked up at the outside entrance of your home or building at the ground level. If you require a pickup for from inside your home, disassembly or repackaging of your items, a $99 service fee will be deducted from your refund. These additional services may not be available in every zip code.
WHAT TO EXPECT FOR A RETURN
Small Parcel Items
For small-parcel returns (any item that ships via UPS or FedEx), we will generate FREE return shipping labels for you to use. If you require FedEx to pick up from your home, we can arrange this service for you. Pickup requests have a $20 flat fee deducted from the refund due.
Truck Delivery Items
Large items (sofas, TV stands, dining tables, etc.) that ship via Truck Delivery will need a freight carrier pick up. Once you let us know you would like to make the return, we begin the paperwork required for the return. This can take 3 to 5 business days, and is subject to change. Once the paperwork is processed, the carrier will reach out to you to schedule a pick up on the next available route. Truck delivery is unlike the small parcel carriers such as UPS or Fedex and don’t have regular routes to every neighborhood each day. Once the carrier can confirm the route, they will reach out to you for scheduling an appointment. While freight carriers call at least a business day or two in advance, they tend not to call earlier than that. The timeframe for a return pick up varies depending on your zip code.
REFUND FOR RETURNS
A refund to the original form of payment is processed once the item has been received by our fulfillment centers and inspected by our returns team.
You can cancel anytime before an item ships. If you need to cancel an order, please contact our custome