Shipping Methods & Costs
We ship to and service any location in the United States (lower 48 states).
Any special delivery considerations such as: gated community, narrow roads, long driveways, island or remote location, etc., need to be part of the sales order confirmation process to avoid delivery delays or unexpected costs. Special charges may apply when shipping to an island or remote location, or for some very oversized furniture. Any special shipping costs will be specified on the sales order and will be subject to your confirmation. Shipments to the Caribbean, Hawaii or Alaska will be considered on a case by case basis.
Canadian customers: Although we do not ship directly to Canada, we can generally find a warehouse near a major border crossing where you can pick up your furniture and transport it yourself. Please call for details.
Please note: Measure well! You are responsible for ensuring your furniture can be delivered into your home (this includes front doors, stairwells, elevators, etc.). Any questions or concerns should be communicated as part of the sales order confirmation process.
UPS or FedEx Ground
Smaller items are shipped by UPS or FedEx Ground. Smaller items include most pictures, signs, lamps, rugs (up to 8’ x 10’), and other decorative accents. Benches, chandeliers, and individual chairs typically require motor freight shipment because the packed size exceeds the allowable maximums. Standard delivery charges apply.
Motor Freight – Shipping & Delivery Processes
Most of our made-to-order furniture will be shipped and delivered by motor freight partners who specialize in furniture handling. The shipping process includes pick-up from the builder, truck transportation, and warehousing prior to individual order delivery. The delivery process consists of scheduling of individual orders, truck transportation to the home, and product delivery. Typical transit time for motor freight shipments is 5 – 15 business days. Remote and outlying areas may take longer.
Shipments are either blanket wrapped (pieces are individually wrapped before packing on truck) or specially crated or boxed to minimize the chance of furniture damage during the shipping and delivery process.
We offer 3 different levels of motor freight delivery depending on the amount of service required at the destination:
- Curbside Service
Our standard motor freight service is based on curbside delivery and is the least expensive level of service. Curbside delivered items arrive on a pallet or in a box. The shipped items will be placed, fully packaged, on a driveway or street, as can be accomplished by a single driver. Additional assistance to help the driver unload the furniture at the time of delivery is required and someone must be available to accept the delivery. Individual items may not be consolidated and may be delivered at different times with curbside service. Delivery will be scheduled for a morning or afternoon window approximately 24 to 48 hours before the delivery. No storage time is available with curbside service. Standard curbside motor freight costs generally vary between 8 – 15% of the order total, based on the product, the size of the order, and the location of the delivery. Exact shipping costs can be calculated early in the shopping cart process prior to final placement of an order. Please note: Curbside freight companies will not enter gated communities or travel down long driveways, dirt roads or private roads. Roads must also be able to accommodate large 18-wheeler trucks.
- White Glove Service Upgrade
We offer a White Glove delivery service as an upgrade to standard curbside service. This service includes two men on the delivery truck who will deliver furniture into the home, set it up in the room of your choice, and remove the packing materials. In most cases, white glove service items will be consolidated and delivered at the same time. Delivery will be scheduled for a morning or afternoon window approximately 48 hours to one week before the delivery. An option of up to 30 days storage time is included in white glove service. A White Glove level of service is available for an additional $90, which is added to the standard curbside shipping and delivery cost. Please note: White glove delivery includes one flight of stairs. Contact us if you have additional flights that need to be accommodated.
- White Glove Premium Service
The White Glove Premium Service includes all the advantages of the White Glove Service Upgrade, with the additional feature of being able to pre-schedule, in advance, the final delivery date and time. This service typically requires using a local warehouse and furniture delivery specialist to ensure time and date specific planning. This delivery service will incur additional costs. Please call for availability.
Once your order has been shipped from a builder, you will be notified by e-mail that your order has shipped, and has entered the delivery process. The typical delivery process time frame is 5 – 15 business days (remote areas may take longer). Tracking information and delivery contact information will be included in the shipping notification email.
Your furniture is typically brought to a central warehouse location where it is assigned to the appropriate delivery route. A delivery schedule is then established with you. The delivery schedules are made about one week ahead of time for the following week. In all cases, our delivery service will call you to schedule your delivery appointment.
Day of Delivery
The day of delivery is an exciting time, as you get the first look at your new made-to-order furniture. However, sometimes problems arise. Therefore, at the time of delivery, all products should be inspected for any damages. If the product cannot be fully inspected, all damage to external packing should be noted with the delivery service. If you experience a problem with our product or delivery, we would like you to contact us right away, and we will do everything possible to remedy the situation. Please call Customer Service at Cottage Home (toll free 866-223-2757) if you require assistance.
In most situations, it is better to accept delivery of your furniture and let us fix a problem on location. We have an extensive network of highly-skilled furniture repair specialists who can fix almost anything. We will handle all aspects of any repair. Even if the item is damaged, and needs to be replaced, we would prefer you have something to use until a replacement can be made. If extensive damage is obvious to the point that the furniture is not useable, the shipment should be rejected.
If damage is concealed, please contact Cottage Home as soon as possible. All packing materials should be saved to allow us to file a claim for shipping damage with the transport company. We will be responsible for the handling and costs of resolving all shipping damage problems. It is at Cottage Home’s discretion as to whether the damage is repairable or requires a replacement product.
For any type of product issue/damage, we will request photos of the problem so that together we can determine the best solution. Please email product issue photos to firstname.lastname@example.org.
Following your delivery we may contact you to confirm that everything is satisfactory. If you need cleaning instructions or touch up paint, please contact email@example.com.
Returns & Refunds
Orders for stock products can be returned to us with a receipt for a full refund up to 30 days after receiving your order. Return shipping charges will not be refunded, unless the return is due to a manufacturing defect or shipping damage. Certain products are subject to a restocking fee which will be noted on your sales order.
Custom made-to-order products are non-refundable. We will do everything possible to work with you during the sales process to ensure a successful end result. We will repair or exchange any custom order with a manufacturing defect or shipping damage. If there is any problem with your order, please call or e-mail us. We will work with you to fix the problem.