We want to make sure you receive everything you ordered, and we’re here to help if anything goes wrong in transit. Here’s what to expect and how we’ll resolve any issues.
Understanding your shipment
All of our larger items ship in two boxes: Box A and Box B. Smaller items, such as nightstands, ship in one box. You can find the box configuration for each product on the product page under the “photos” and “specifications” sections.
While we ship all items from a single order together, FedEx may schedule different delivery days for boxes within the same order. Use the tracking number associated with your order to track all boxes directly on the FedEx website. Your tracking information is in the shipping confirmation email you receive once the order leaves our warehouse.
Delayed packages
If your package hasn’t arrived by the expected delivery date, please allow up to 5 business days for delivery.
During this waiting period, we’ll monitor the tracking information provided by FedEx. In most cases, we’ll open a trace to investigate the shipment’s status and determine whether the package is still in transit or has been lost. You can view the status of the trace directly on the FedEx tracking page, so you’re always aware of the latest updates.
Once the 5 business day waiting period has passed, if the package still hasn’t been delivered or FedEx confirms they cannot locate it, we’ll immediately ship a replacement for the missing items.
We truly appreciate your patience while we investigate. If you suspect there’s an issue with your order, we kindly ask that you avoid opening a chargeback with your bank while we’re working on resolving the situation. If a refund is due, initiating a chargeback will only delay the process. We’re committed to addressing any issues promptly and ensuring you receive everything in your order.
Marked delivered but not received
If your tracking shows the order as delivered but you haven’t received it, please take these steps before reaching out:
- Double-check all surrounding areas of your home, and ask your neighbors whether they received your package by mistake. If you live in an apartment complex, check the mail room or lobby.
- If the items are still nowhere to be found, open a missing item claim with FedEx. FedEx provides exact instructions on how to open a successful claim as the recipient.
- Once you’ve opened the claim, send us an email with the case number and missing item information.
We’ll quickly process a replacement box and send you the tracking as soon as it’s available.
Damaged in transit
We partner with FedEx to return damaged items to our warehouse before they’re loaded for delivery. If you notice that FedEx has rerouted a box back to our warehouse due to damage in transit, please reach out to us immediately so we can swiftly send a replacement box your way.