Frequently Asked Questions

How do I place an order?

You can place your order online or over the phone. Our secure website is safe, easy, and allows you to make a purchase anytime, anywhere. All transactions are encrypted to protect your privacy and security.

Call our dedicated furniture experts at (212) 518-2752, who will be more than happy to answer your questions, discuss furniture design ideas, and help out in any way possible. Once you’ve found the perfect pieces for your home, our team will happily place your order over the phone.

What are my payment options?

There are plenty of ways to pay:

Credit Card (MasterCard, Visa, American Express, Discover)
Emma Mason Credit Card
Synchrony Home Card
Kornerstone Credit (lease to own)
Affirm
Check or eCheck
Money Order
Wire Transfer

Personal checks and cashier’s checks can be used directly on our website. Please note that your order will be processed only after your check clears. To pay with a money order, please call us at (212) 518-2752 or email us at [email protected]. Please include a daytime phone number and email address, if possible. All orders will remain on hold until your payment is successfully processed.

Can I pay with a debit card?

Please call us at (212) 518-2752 to find the best payment option for you.

When do you deliver?

Our delivery teams work 5-6 days a week, depending on the area. If you require delivery on a particular date or time, our team will accommodate you as much as reasonably possible. Saturday, holiday, and late-night deliveries may be subject to an extra fee and are not always available.

How do I know if my order went through?

You will receive a confirmation email (sent to the email address provided during checkout) once your order is completed. This “Order Confirmation” email is your receipt—please do not delete it! We encourage you to review your order to confirm the accuracy of all information. If you find any inaccuracies, please let us know as soon as possible. Orders can only be canceled within 24 hours of being placed. If you do not receive an “Order Confirmation” email within 24 hours of placing your order, please call us at (212) 518-2752.

Why are your prices so low? Is your furniture used?

Our prices are low because we leverage our direct relationships with manufacturers to pass on the best value to you, our customer. We do not sell used furniture; all of our products are brand new, either directly from the manufacturer or from our warehouses.

Do you sell parts?

Sorry, we do not sell spare parts, only brand-new furniture. If you need a part for any reason, contact us, and we’ll try to help you find someone who can.

How can I save even more?

Join our email list for exclusive access to extra discounts and special promotions on select items. If you receive a promotional code, be sure to enter it during the checkout process to redeem your discount. Most promotional codes and coupons are limited to one per order, but feel free to share them with friends and family.

How will my order ship? What’s your shipping policy?

We currently offer free White Glove Delivery to most states. If you live in a remote or rural area, a delivery surcharge may apply.
Your furniture will be shipped using the fastest, safest, and most reliable method available. We operate several local warehouses and partner with top delivery companies across the country. Generally, you’ll receive your order from our professional delivery service based in your region. All products are carefully shipped using a preferred service to provide you with the best delivery experience.
Our typical delivery time is approximately 4-6 weeks from the date you place your order. If there is a backorder or delay, we will notify you immediately and work tirelessly to get your order delivered as quickly as possible. Please note that exact delivery dates and times cannot be guaranteed. Our contracted delivery company will call you to schedule your delivery.
We ship to Alaska and Hawaii for an additional fee. Extraordinary deliveries (e.g., extremely narrow doorways, high-floor walk-ups, island locations inaccessible by bridge) may require special arrangements and/or additional fees. Please contact us in advance if you anticipate needing special arrangements.
For legal reasons, the delivery team is not authorized to hook up electrical components, assemble cribs, stack bunk beds, or assemble loft beds. Mirrors can be attached to their matching dressers upon request but cannot be affixed to your walls or any other structure in your home. Bunk beds will be assembled but not stacked.
Delivery teams will not mount or secure any furniture to the customer's wall (with a drill or otherwise). They can stack furniture, but if it needs to be mounted to the wall for safety reasons, they will not stack it to avoid potential damage.

What are our operational hours?

Our Sales Team is open from 9:00 AM (morning) EST to 12:00 AM (midnight) EST.
Our Customer Success Team is open Monday to Friday from 9:00 AM (morning) EST to 6:00 PM (evening) EST

How can I track my order?

You’ll receive an email confirming your order, with a link to track your order. You can also track it here: Tracking Link
For other questions, please contact [email protected], and we’ll respond within 48 hours.

What shipping methods do you offer?

For your convenience, we offer five shipping methods.

1. White Glove Delivery

Delivery of packaged furniture to the first dry area of your home. Furniture assembly and box removal are not included with this method.
Our White Glove Delivery team consists of 1-2 professionals who will bring the furniture inside for you, so you don’t have to.
A representative from the delivery team will call to arrange a 3–5-hour window for delivery.
When selecting this method, the customer assumes responsibility for any damages unless noted on the BOL/Delivery Slip.

2. Gold White Glove Delivery

Includes everything in the White Glove Delivery, plus unpacking and assembly.
The delivery team will carry the furniture up to two flights of stairs. Additional charges may apply for more than two flights.
A 30-minute setup and assembly service is included (extra time will be charged at $20 per quarter hour).
The delivery team will remove all packaging and debris.

3. Platinum White Glove Delivery

Includes everything from Gold White Glove Delivery, plus complete setup and assembly.
The same restrictions as Gold White Glove Delivery apply.

4. Small Parcel Delivery

Smaller items will be shipped via UPS, FedEx, or USPS. Delivery takes approximately 1-15 days, depending on proximity to the shipping warehouse.
A signature is not required, but delivery personnel may leave the package without a signature.

5. Pickup from our Warehouses

You may pick up your furniture directly from one of our warehouses. Please call (212) 518-2752 x 1 to request pickup.
Bring proper identification and the credit card used for the purchase.

Delivery Policies

When choosing delivery, the customer assumes responsibility for any damages unless noted on the Delivery Slip/BOL.
Please inspect your items at the time of delivery. If you notice any damage, write “Product Damaged” on the delivery slip and contact us at (212) 518-2752 while the delivery team is at your home.
In the rare event that the product has major damages, please refuse it as damaged at the time of delivery.
Before your delivery, please make sure your room is prepared. Remove unwanted furniture and ensure you have adequate space for our team to deliver and assemble your furniture. Please remove any paintings or other objects from the delivery path and consider covering your floor.

Returns & Cancellation Policy

We love it when you love your furniture, and 98% of our customers are completely satisfied. In the rare event you need to cancel or return your order, please carefully read the following policies.

Cancellations Policy

Orders can be canceled at no charge before they are loaded onto a truck for shipping or shipped from the manufacturer’s warehouse (typically within 2-3 days).
Once shipped, orders cannot be canceled. Special orders, layaway, and financing orders are non-cancellable.

Returns Policy

Orders may be returned within 30 days for an exchange or refund minus a 30% restocking fee and shipping costs.
Returned items are never resold and are typically donated to charity.
Clearance items are non-returnable.

What if part of my order arrives damaged?

Upon delivery, you will be asked to sign a delivery slip indicating that the order was received in good condition. Thoroughly inspect the furniture before signing. In the unlikely event that part of your order arrives damaged, please write “damaged” or “defective” on the delivery slip next to the damaged or defective pieces. Call us at (212) 518-2752 while the delivery team is at your home. Additionally, take pictures of the items in question and email them to [email protected] within 24 hours of your delivery. Please note this on the slip and follow this procedure to ensure that your furniture can be repaired or replaced to manufacturer standards at no charge to you.
If you receive a damaged or defective piece, the manufacturer will send replacement parts free of charge, provided you note the issue on the delivery slip and photograph the items in question.
We stand by our products. You will not be charged for the redelivery of any previously damaged products. We reserve the right to repair damaged or defective pieces at our discretion.
Only items marked as damaged or defective on the delivery slip at the time of delivery are eligible for free repair or replacement.

What if my order doesn’t fit in my home?

Please carefully review the dimensions of your items before ordering. Dimensions for almost every item are available on our site for your convenience.
Any items returned because they do not fit are subject to the Returns Policy stated above. If an item may fit in your room but cannot fit through a doorway, you can accept delivery, and we will put you in touch with a furniture technician who may be able to disassemble and reassemble your furniture for a fee.

Special note on colors, finishes, leather, and stone

We cannot guarantee that the finish of the furniture (including wood, simulated wood, leather, or stone) will match exactly what is pictured.
Naturally occurring variations or imperfections in the grain, color, or sheen of wood may be present. Stone finishes, such as marble and granite, may vary in color and veining. Additionally, variations in color, sheen, and texture (including wrinkling and natural marks) of leather may occur due to natural phenomena and different dyeing and tanning processes. These naturally occurring characteristics are not regarded as damages or defects.
Due to differences in computer monitor resolutions and lighting conditions in photographs, images of products displayed on our website may appear different in color from the items you receive. Furniture is often photographed in bright, sun-filled rooms and may look different in your home. We work directly with manufacturers to obtain high-quality photographs and display our merchandise as accurately as reasonably possible.
Furniture with a distressed finish may have marks, spots, scratches, and/or other distress marks that are intentionally created by the manufacturer to achieve a ‘distressed’ look. These are not classified as damages or defects.

International Delivery

We currently ship throughout the continental United States. However, we have many international customers all over the world who have heard about us or found our great deals online. We will work with your selected freight forwarder and deliver your order to them at no charge!