Shipping and Returns Policy

Last updated October 7, 2020

 

Shipping:

Small items will ship via parcel carrier (UPS, FedEx, or USPS) from our Illinois warehouse or directly from the supplier.  Currently, we only ship to addresses in the 48 contiguous states.  We do not ship internationally.  We do not ship to freight forwarders.  We cannot deliver to APO, FPO, DPO, or P.O. Box addresses.  Free shipping offers apply only to standard ground delivery.  If express delivery options are available and selected, additional shipping fees will be applied to the order.

Large items and furniture will ship via freight motor carriers from our Illinois warehouse or directly from the supplier.  Currently, we only ship to addresses in the 48 contiguous states.  We do ship internationally.  We do not ship to freight forwarders.  We cannot deliver to APO, FPO, DPO, or P.O. Box addresses.  Free shipping offers apply only to curbside delivery options.  If doorstep or white glove delivery options are available and selected, additional shipping fees will be applied to the order.

Shipping times vary per product.  Expected delivery timeframes are listed for each item on the website but these expected delivery timeframes are not guaranteed.  Changes to an expected delivery timeframe may occur due to a delay in production.  We will notify you of any backorders or changes to the expected delivery timeframe after the order is entered.  Items ordered together may be shipped in separate packages at separate times from separate locations.

 

Order Processing, Cancelations, and Changes:

All orders are processed by the end of the next business day.  Tracking information will be available when the order is shipped from the Illinois warehouse or from the supplier.

Our goal is to process and ship your order as quickly as possible.  Therefore, after an order is entered and begins processing, there is no guarantee that the order can be canceled or that changes to items, destination, or shipping options can be made.  Certain changes cannot be made to an order once production has started.  No cancelations or changes can be made to an order once it has shipped.

 

White Glove and Freight Deliveries:

Once you receive a call from the white glove or freight delivery company to schedule delivery to your address, you have 5 days to respond and make arrangements. If arrangements are not made for receipt of the shipment within 5 days, the shipment will be returned to the shipper.  The order will be refunded with original shipping charges, any return shipping charges, and a 25% restocking fee being deducted from your refund.

 

Receiving Your Order

Upon delivery of packages via UPS, FedEx, or USPS, please open all boxes and inspect the shipment to confirm the merchandise received matches the merchandise ordered and is free from damage.

When receiving a freight shipment of furniture or large items, the customer must fully inspect the merchandise for damage before signing the paperwork from the freight carrier.  Any damage must be noted on the carrier paperwork at the time of delivery in order to file a claim.  Please retain your copy of the carrier paperwork noting the damage.

Do not discard or destroy the carton or packing material as these items will be necessary to file a damage report with the shipping company.  Please take photos of the packaging and damage to help us determine the proper process for replacement or refund of the merchandise.

Please notify us of any merchandise that is incorrect or damaged within 48 hours of delivery at [email protected].  Any notifications or claims outside of this window will be denied.

 

Damages and Incorrect Merchandise:

Damages and incorrect must be reported within 48 hours of delivery.  For motor freight shipments of large items and furniture, note any damage on carrier paperwork before signing for the shipment.  For freight or parcel shipments, please take photos of the packaging and damage to help us determine the proper process for replacement or refund of the merchandise.

Do not discard or destroy the carton or packing material as these items will be necessary to file a damage report with the shipping company.  When contacting us at [email protected] regarding damaged shipments or incorrect material, please include the order number, description of the damage, and pictures of the packaging and damage.  Damage or incorrect merchandise claims reported after 48 hours of delivery will be denied.

If a shipment is refused due to damage, please take photos of the damage and notify us at [email protected].  Include the order number, description of the damage, and pictures of the packaging and damage in your message within 48 hours.

 

Returns:

If you are not satisfied with a product for any reason, you may contact us at [email protected] for a return authorization and shipping instructions within 14 days of the receipt of the product.  In order to receive a refund, the product must be received in unused condition with no damage or wear, include all parts and hardware, and be in the original packaging.  The customer is responsible for return shipping costs for all instances except in the case of incorrect items or shipping damage in the original shipment to the customer.

After 14 days, returns cannot be accepted.  A customer making excessive returns can be denied service on this website.  The following types of products or services are non-returnable and non-refundable:

  • Sale or clearance items
  • Customized or made-to-order items
  • Mirrors and artwork
  • Items ordered in quantities of 3 or more
  • Light fixtures that have been installed
  • Noir products
  • Customized E. Lawrence products
  • Products noted as non-returnable and non-refundable in the product description
  • Shipping costs for expedited or white glove delivery services unless the product received is incorrect or damaged in the original shipment to the customer

The customer is responsible for ensuring that the item is adequately packaged and, at the customer’s option and cost, insured.  We are not liable for damaged caused by inadequate packaging by the customer or if the product is damaged or lost while being returned to us.  Items that are damaged when we receive them will not be eligible for a refund.

We strongly recommend that you use a trackable method to ship your return as well as purchase shipping insurance.  We cannot guarantee that we will receive your returned merchandise or that it will not be damaged during return shipment.  If the returned merchandise is not received or is damaged during return shipment, we cannot grant a refund.

Product returned without a return authorization cannot be matched to an original customer order and will not be processed for return or refund.

 

Refunds:

If your returned product is received, inspected, and determined to be eligible for a refund, your refund will be processed with a 25% restocking fee deducted from the refund amount.  Your refund will be applied to your original method of payment.  Refunds granted for product returned due to incorrect or damaged merchandise in the original shipment to the customer will not be subject to restocking fees.

Any shipments that are refused for any reason other than damage will result in original shipping charges, return shipping charges, and a 25% restocking fee being deducted from your refund.

The time that it takes for a refund to appear on your credit card statement vary by bank and credit card company.  Please allow at least one week for the credit to appear after notification of your refund.