Shipping


Oversized-Item Delivery Policy



What is an Oversized Item?


Oversized items are large products that must ship through a freight carrier based on meeting one or more of the following criteria:

  • Weigh 151 lbs. or more when packaged
  • Length measures 108 in. or more
  • Girth measures 165 in. or more
  • If an item ships on a wooden pallet, regardless of weight (but generally in the 100-150 lb. range), it is considered an Oversized Item

Oversized items once you add it to your Shopping Cart, as well as on the Product Page and Checkout Page indicating the shipping method and timeframe.

You can confirm if an item is considered oversized by reviewing the information in the Shipping & Returns tab on the product page. An oversized item will indicate that it leaves our warehouse in 1-10 business days and that it has 1-4 week delivery after the item ships, unless otherwise specified in the product details.


Shipping and Delivery Information


  • Most of the oversized items qualify for our Free Shipping offer on U.S. orders over $45* shipping to the lower 48 states, unless otherwise specified on the product page.

    * Our Free shipping over $45 offer is excluded on Alaska, Hawaii, APO, FPO, DPO and International orders. Orders under $45 ship for only $4.95 to most destinations within the contiguous United States (excluding Hawaii and Alaska). Sales tax and charitable donations are excluded from subtotal for purposes of this offer.

  • Oversized items generally leave our warehouse within 1-10 business days unless otherwise specified in the product details.
  • Deliveries of oversized items take 1-4 weeks from the time it leaves our warehouse.
  • Whenever we are able to accommodate a delivery of oversized items to a remote or isolated area not commonly serviced by freight carriers, delivery may take an additional 1-2 weeks and additional delivery fees may apply.
  • Oversized items cannot be shipped to rural routes, Hawaii, Alaska, APO/FPO addresses, or P.O. boxes.
  • Persons 18 years of age or older must be present to accept and sign for the delivery.
  • Most oversized items ship with Standard Delivery Service or Outside Home Delivery Service* unless otherwise indicated in the Shipping & Returns tab of the product page.
  • The carrier will arrange an appointment with you for delivery.

*The Standard Delivery Service or Outside Home Delivery Service includes a qualified team that will unload your shipment and deliver to the first dry area outside the home, outside front step, or garage.

Bill of Lading/Delivery Receipt


  • At the time of delivery, the carrier will provide you with a delivery receipt and/or a Bill of Lading. This is your record of shipment, and agreement of the delivery and condition of your item.
  • Thoroughly inspect your shipment at the time of delivery and before you sign for the shipment. It is very important that you inspect the shipment to ensure the item is not damaged.

DO NOT SIGN the Bill of Lading until you have inspected the item. Also, please do NOT wait to inspect the item (e.g. you are storing your furniture or you are waiting on completion of a home improvement project).


For Outside Home Delivery Service without Signature, the carrier will leave a copy of your delivery receipt at your residence.


In case of damage:


*For delivery services that do not require a signature, please inspect the item right away for any damages. If damage is found, please contact usu within 24 hours of delivery.


For delivery services requiring a signature:


  • All damage and defects must to be noted on all copies of the delivery receipt and/or a Bill of Lading and reported to our Customer Care within 24 hours.
  • If the item is severely damaged, note the Bill of Lading “Refused Due to Damage”.
  • Please make sure you thoroughly inspect your item while the carrier is still at your home. Any damages/defects MUST BE NOTED upon signing for the delivery.
  • If your shipment looks fine at delivery, but you notice damage or a defect after the carrier leaves, immediately contact us to report the situation.
    Make note of the following details:
    • Package condition
    • How it was received (left at front door, signed for), and description of the damage
    Please do the following:
    • Take several pictures showing the affected area(s).
    • DO NOT discard any of the shipping box or packing materials.
    • DO NOT discard the product itself because it may be necessary for the carrier to inspect the item and report on the damage.
    • DO NOT ship the item back to us without first being instructed to do so. Failure to comply may result in denial of a damaged item claim per the shipping carrier’s claims guidelines.

Products that you will not use right away or are using for a renovation:


  • If you are holding your furniture and awaiting completion of a home improvement project, DO NOT WAIT to inspect the item.
  • All damage and defects need to be noted on all copies of the delivery receipt and/or Bill of Lading.
  • we needs to be notified all damage, defects or missing pieces within 24 hours in order to be able to file a claim. After 24 hours, you may be financially responsible to purchase a replacement part or to return the item.

Important Details for Scheduling Your Delivery Appointment


  • Carrier will call you 24-48 hours prior to delivery to arrange a delivery time that will vary depending on the freight carrier's schedule. Whatever information you can give during the phone call will be given to the driver to make the delivery easier for them and for you.
  • Carriers are only able to deliver Monday-Friday during normal business hours, and they will give you a 4-hour delivery window.
  • Inform the carrier if you have any circumstances that could affect the delivery (additional fees may apply):
    • Very narrow driveway
    • Dead-end street
    • Ferry for island locations, etc. (fees may apply)
    • The driver will need to park in a particular place
    • Delivery to a side door or garage entrance
  • Storage Fees: Daily storage fees may also apply if you do not accept delivery within 5 business days of the freight carrier’s first attempt to schedule delivery. If you missed the phone call from the freight carrier, then contact the freight carrier back as soon as possible. After 5 business days, the freight carrier may store your item and you may be charged storage fees.
  • Please make sure not to miss your delivery appointment; you may incur additional delivery fees such as re-delivery, storage charges and/or return shipping costs

*For delivery services that do not require a signature, you will receive an automated call from the carrier 24-28 hours prior to the delivery to advise of the delivery date. The delivery will be made on the date provided by the carrier between the hours of 7:00am and 6:00pm.

If the delivery address is a multi-dwelling residence, then you must be present for the delivery even if you selected a delivery service that does not require signature. Please note if you are not available, a delivery attempt will not be made and redelivery/return fees may apply.


Missing Your Delivery Appointment


If you are not available for your delivery appointment, you may be subject to additional fees such as storage charges and/or re-delivery. Carrier’s re-delivery fees usually range from $30-$150.

Also, keep in mind that if the freight carrier is not able to contact you for delivery, they may return your item to one of our warehouses and you will be responsible for the cost of return shipping.

If you need to reschedule your delivery appointment, please contact the carrier at least 24 hours in advance.


Additional Delivery Fees


Please be aware of the following additional fees that may apply to your delivery.

  • Time Definite Fee: This fee may apply if you request a specific delivery time outside of the freight carrier's normal business hours (usually 9am – 5pm). The fee can range from $35- $150 or more depending on your location and request. Because the freight carrier determines available delivery times, certain days and times are not available in all areas.
  • Stair Carry/Extra Labor Fee: If your item is carried inside your residence, unpackaged, or carried up any flights of stairs by the carrier, this fee may apply. The carrier may also charge additional fees if steep uphill or downhill slopes lead to the entryway of your residence or business. These fees vary and can exceed $100.
  • Deliveries to Apartments: The carrier will take the item to the building's loading dock or the nearest ground-level entry. Depending on the building's design, the carrier may leave some deliveries at the main office.
    • For deliveries to a multi-dwelling above the first floor, we recommend upgrading to Room of Choice at checkout. If this option is not available, then contact us  to inquire about available delivery options and the fees associated with these options.

Delivery Service Options


Curbside Delivery

  • Freight is delivered to the curb or end of driveway outside the requested delivery address
  • You will be responsible for transport beyond that point
  • Order is left in the original packaging
  • Customer signature required

Outside Home Delivery Service

  • Delivery will be the first dry area outside the home; this may be outside front door step or outside your garage door
  • You will be responsible for transport beyond that point
  • Order is left in the original packaging
  • Customer signature required

Outside Home Delivery Service without Signature

  • Delivery will be the first dry area outside the home
  • You will be responsible for transport beyond that point
  • Order is left in the original packaging
  • No Signature Required

Inside Home Delivery

  • Previously known as Threshold Delivery
  • Delivery is inside your front door or inside your garage at ground level
  • Delivery up or down stairs is not included
  • You will be responsible for transport beyond that point
  • Order is left in the original packaging
  • Customer signature required

Room of Choice Delivery

  • Delivery is inside to your room of choice
  • Delivery up to 2 flights of stairs included
  • Order is left in the original packaging
  • Customer signature required

Room of Choice with Packaging Removal / White Glove Delivery

  • Previously known as White Glove Delivery
  • Delivery is inside to your room of choice
  • Delivery up to 2 flights of stairs included
  • Up to 15 minutes of unpacking and debris packaging removal
  • Up to 15 min of light set up, without the use of tools
  • Customer signature required

This does NOT include any installation or assembly services. If a product page indicates that installation or assembly is required, it will be your responsibility.