FAQs

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What if I need help loading furniture into my vehicle?

To keep your pickup safe and contactless, we are not able to help load any product into your vehicle. Please bring someone to help you load furniture.

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

Please measure your vehicle before you arrive. If the furniture doesn’t quite fit, call the warehouse team for support. You may be directed to our customer care team for help with rescheduling.

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What if I missed or need to reschedule my pickup appointment?

We understand plans can change. Please contact our customer care team to reschedule your appointment.

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What if I don’t have a scheduled pickup time?

Unfortunately, we won’t be ready for you. It takes time to pick and prepare your order, and we want to make sure everything is perfect. We need at least 24 hours’ notice before your arrival.

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Why do I get a 30-minute time window for my pick-up?

To ensure we provide you with a safe and contactless experience, appointments are scheduled in 30-minute increments.

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What If I want to inspect my product?

We're confident you'll love your purchase underneath all that packaging. We take time to inspect the outside of the packaging to check for potential damage from handling. However, if you're travelling a long distance, we suggest you inspect your order to be sure, and we're happy to support a contactless inspection process.

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Why do I need proof of purchase, ID and credit card for pick-up?

We use all this information to make sure you pick up the right product. Nobody wants to get home with the wrong coffee table!

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Why do you take a picture of my vehicle?

To keep our service contactless with no signature required, we take a photograph to confirm you received your order. The photo will be of your new product next to your vehicle, including the license plate, but we won't include you or anyone else in the photo.

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What if it’s raining?

We’ll do our best to keep your furniture out of the rain. Our products are well packaged and should be safe from damage if they’re exposed to the elements for a short period of time.

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What if one of the items I want to buy is back-ordered? Will they all ship together or separately as they come available?

We will hold your entire order until all items are ready. If you would rather receive products as they become available, we recommend placing a separate order for the back-ordered item.

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My back-ordered item says it is estimated to arrive on August 26. Is that when I'll receive it?

Dates for back-ordered products are estimates only and are subject to changes beyond our control. This date reflects when we expect the item to arrive at our distribution centre, not your local warehouse. Your estimated delivery time is 2-4 weeks after the ETA listed online.

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My product is delayed further than I expected. What are my options?

We understand that a later arrival time might not work for you. If you can't wait for the product to arrive, you can cancel your order and receive a refund (excluding custom orders).

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Warehouse Locations

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