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Most purchases are shipped to arrive within 5-7 business days upon receipt of order. As closely as possible, the rates that we charge for shipping and handling fees at checkout are an accurate reflection of the rates that we incur from our shipping partners to safely package and deliver your order, and ensure that it meets the highest expectations. If you have any questions or concerns about how shipping and handling fees are calculated on your order, our Customer Care team will be happy to assist you. Please feel free to contact us at email@example.com or call us at 866.597.2742. We are available to assist you Monday through Friday 8 am – 4:30 pm, and Saturday through Sunday 8 am – 4 pm (PT) .
Note: Items ordered together may not arrive together. We ship to the US and Canada only. Unfortunately, but we do not ship to PO or APO Boxes at this time.
Effective September 16, 2014
Note: Delivery and processing charges are applied for each delivery address on an order.
By choosing 2nd Day service during checkout, we will expedite orders for in-stock items.
2nd Day orders placed by 12 pm PT Monday through Thursday will arrive within 3 business days; orders placed by 12 pm PT Friday through Sunday will arrive the following Wednesday. Deliveries occur Monday through Friday.
Rush service is not available for oversized items, out of stock items, upholstered furniture and cribs, and is not available for shipments to Canada, Hawaii, Alaska, US Territories, PO Boxes or AFO/FPO addresses. Business days do not include holidays. We are not responsible for, and are excused from, performing due to events outside of our control, including but not limited to weather-related delays, work stoppages or delays, or other unexpected circumstances.
For shipments to Alaska and Hawaii, call our Customer Care team. Expedited delivery and freight delivery is not available to these areas. Your order should arrive in approximately 10-14 business days. Please note that some oversized or heavy items cannot ship outside the continental US.
All of our items ship from within the United States. Prices are shown in US dollars.
Standard, inventoried items shipping to Canada are shipped via FedEx International. Please note that brokerage fees, import taxes and/or duties may be assessed by the shipping carrier, and are the responsibility of the customer. Please allow 10-14 days for delivery.
Unfortunately, we cannot ship to the US Territories or foreign countries other than Canada at this time.
Sorry, but we do not ship to PO or APO Boxes at this time. All orders must be shipped to a physical address.
Most of our furniture items will be delivered inside your home by White Glove Delivery service providers, who will bring the item into your home (up no more than two flights of stairs), unpack it and remove all packaging. For added convenience, all packing materials will be removed. White Glove Delivery does not include assembly. Headboards will be unpacked but not attached to exisitng bed frames. White Glove Delivery service includes a call from our delivery carrier to schedule delivery to your home.
We ask that you inspect your delivery upon its arrival, and provide a signature upon receipt. If you have any questions about how your furniture item will be shipped and delivered, please call our Customer Care team at 866.597.2742 or email us at firstname.lastname@example.org.
Damages to the merchandise while in transit or defects in manufacturing are rare, but occasionally they do occur. In the event that your custom furniture arrives with any sort of damage or defect, we’ll make it right. We ask that you fully inspect your furniture at the time of delivery and note any imperfections at that time of receipt, so that it can be recorded in your furniture delivery documents.
If you refuse your furniture delivery due to damage or manufacturing defect, the furniture will be brought back to the local delivery terminal. We will then review and evaluate the condition of the piece, so that we can determine how to resolve the issue to your satisfaction. We ask that you please call our Customer Care team at 866.597.2742, or email us at email@example.com, if there are any issues at all with your furniture delivery. We’ll assist you promptly.
We make every effort to display the most current and accurate product inventory information. If an item is not available for immediate shipment, you will see a future shipping date (eg: "Ships on June 3rd") when you view that item in your shopping cart.
We will notify you directly in the event that a product's availability date changes.
This additional charge is listed with the product price on the product details page and in the cart. This charge is also indicated by a truck symbol following an item's price in our catalogs.
Paper gift certificates ship free of charge unless 2nd Day or Next Day shipping is requested. There is a $5 charge for 2nd Day service and a $10 charge for Next Day. Online gift certificates are also available for delivery via email free of charge.
Fabric swatches ship free of charge via USPS.
We do not charge your credit card until your order has shipped. Additional shipping surcharges may apply to some large and heavy items. This additional charge is listed with the product price on the product details page and in the cart, and will be added to your delivery charges. This charge is also indicated by a truck symbol following an item's price in our catalogs.
All prices in our catalogs and online are in US dollars and are subject to sales tax for residents of California and New York, in accordance with state and local laws. Availability, prices and delivery rates are subject to change. There may be errors in the prices, descriptions or images of certain merchandise, and we must reserve the right to restrict orders of those items. Serena & Lily has made every effort to ensure accurate information is presented in our catalog and on our website; omissions and errors are subject to correction.
Call us: 866.597.2742
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