ORDER ISSUES
Where's my order?
Every piece is made to order in our workroom, and you'll see its estimated ship date at checkout. Once your order is on its way, we'll email you tracking. If you have a question in the meantime, email or chat with us anytime.
My order is delayed.
Every piece is made to order, and sometimes our workroom needs a little more time. Email or chat with us anytime and we'll share the latest ship date.
How will I know if my order is delayed?
Your estimated ship date shows at checkout, and we'll email you tracking as soon as your order ships. If you'd like to check where things stand, email or chat with us anytime and we'll share the latest ship date.
My order arrived damaged.
We're sorry it arrived that way. Within 7 days of delivery, send us photos: the damage up close, the full piece, and the box with its shipping label. Hold on to the box and packaging, and wait to install the piece until we've had a look. Once we've r
I received the wrong item, or something's missing.
We're sorry about the mix-up. Send us a photo of what arrived; if something's missing, include the packing slip and the box. If we got it wrong, we'll make it right and send you a return label or arrange a pickup for the wrong piece.
I think my item is defective.
Within 30 days of delivery, send us a few photos of the issue, and once we've had a look, we'll follow up with next steps.
My package says delivered, but I don't have it.
Packages are sometimes left with a neighbor or the building office, so it's worth checking there first. If it still hasn't turned up, let us know by the end of the next day and we'll look into it with FedEx.
I missed my furniture delivery, or it was refused.
Once your piece is ready, Metropolitan, our delivery partner, will reach out within 1–2 business weeks to schedule delivery. Your delivery window is scheduled, not guaranteed. If the delivery is missed on your end, redelivery is $150. A piece refused
I missed your call.
Sorry we missed you. Leave us a voicemail or text 866.864.7143 and we'll get back to you within 1 business day. You can also email us anytime, and we'll reply within 1 business day.
What do I do if there is an issue with my order?
We're sorry something isn't right. Pick the one that fits, and we'll take it from there:
What if there is a workroom error?
A workroom error means your piece doesn't match your order, like the wrong dimensions, fabric, or option. Within 30 days of delivery, and before you cut, hang, or install it, send us photos and your order number. Once we've had a look, we'll follow u