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WE CURRENTLY SHIP TO THE UNITED STATES AND CANADA.
FOR ORDERS SHIPPED TO THE CONTIGUOUS 48 US STATES:
FEDEX GROUND DELIVERY
In-stock items arrive within 2-4 weeks of order receipt via FedEx Ground. FedEx is experiencing a surge in orders causing prolonged delivery times which we know you are not accustomed to, and we apologize for the inconvenience. Backordered items will be available to ship on the date noted on the order confirmation.
In-stock items arrive within 2-4 weeks of order receipt. Items will be delivered in-box to your doorstep or the nearest dry location. Items that arrive via Doorstep Delivery are not eligible for 2nd Day delivery.
ROOM OF CHOICE DELIVERY
In-stock items arrive within 2-4 weeks of order receipt. Our delivery partner will contact you within 1-3 weeks of order receipt to schedule your delivery. This service includes bringing the item to the room of your choice, but items will not be unboxed. Items that arrive via Room of Choice Delivery are not eligible for 2nd Day delivery.
WHITE GLOVE DELIVERY
In-stock items that ship via White Glove Delivery will arrive within approximately 2-4 weeks of order receipt. Items that arrive via White Glove Delivery are not eligible for 2nd Day delivery.
Custom upholstery items are made to order and arrive within approximately 6-8 weeks of order receipt.
Custom cushions arrive within approximately 4-6 weeks of order receipt.
Our White Glove Delivery Partner will contact you within 1-3 weeks of order receipt to schedule your in-home delivery. This service includes bringing the item into your room of choice, unpacking and assembling as required, and removing all packaging materials.
Headboards will be unpacked but not attached to existing bed frames.
We ask that you inspect your delivery upon its arrival and provide a signature upon receipt. If you have any questions about how your White Glove Delivery item will be shipped and delivered, please call our Customer Care team at 866.597.2742 or email us at firstname.lastname@example.org.
2nd DAY RUSH DELIVERY (48 CONTIGUOUS US STATES)
PLEASE NOTE: 2nd Day Rush Delivery is unavailable at this time.
By choosing 2nd Day service at checkout, in-stock items in your order will be expedited. 2nd Day orders will arrive within 2 business days if placed by 11am PT Monday through Friday. 2nd Day orders placed after 11am PT will ship the following business day and take 2 business days to deliver. Shipping operations and deliveries occur Monday through Friday.
Rush service is not available for oversized items (including items that ship via White Glove, Doorstep, and Room of Choice delivery), backordered items, custom upholstery, or custom cushions and is not available for shipments to Canada, Hawaii, Alaska, 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.
DELIVERY AND PROCESSING CHARGES (48 CONTIGUOUS US STATES)
Effective September 25, 2020
|Sales Order Total||Ground Delivery Fee (FedEx, Doorstep, Room of Choice & White Glove)||2nd Day Delivery Fee|
|$0.00 thru $6.00||$0.00||$25.00|
|$6.01 thru $50.00||$10.00||$30.00|
|$50.01 thru $100.00||$15.00||$35.00|
|$100.01 thru $150.00||$19.00||$45.00|
|$150.01 thru $200.00||$25.00||$50.00|
|$200.01 thru $300.00||$35.00||$55.00|
|$300.01 thru $400.00||$39.00||$65.00|
|$400.01 thru $500.00||$49.00||$75.00|
|$500.01 thru $750.00||$69.00||$95.00|
|$750.01 thru $1000.00||$89.00||$110.00|
|$1000.01 thru $1500.00||$119.00||$160.00|
|$1500.01 thru $2000.00||$149.00||$220.00|
|$2000.01 thru $4000.00||$229.00||$330.00|
|$4000.01 and over||6%||10%|
Notes: Delivery and processing charges are applied for each delivery address on an order. Items that arrive via White Glove Delivery, Room of Choice or Doorstep are not eligible for 2nd Day.
SHIPPING TO ALASKA & HAWAII
FedEx orders to Alaska and Hawaii arrive in approximately 10-14 business days.
Expedited delivery is not available to areas outside the contiguous 48 states.
Alaska/Hawaii FedEx Shipping Table:
Effective August, 30 2019
|Sales Order Total||Ground Delivery Fee (HI/AK)||2nd Day Delivery Fee (HI/AK)|
|$0.00 thru $6.00||$15.00||Not available|
|$6.01 thru $50.00||$25.00||Not available|
|$50.01 thru $100.00||$30.00||Not available|
|$100.01 thru $150.00||$35.00||Not available|
|$150.01 thru $200.00||$39.00||Not available|
|$200.01 thru $300.00||$49.00||Not available|
|$300.01 thru $400.00||$59.00||Not available|
|$400.01 thru $500.00||$69.00||Not available|
|$500.01 thru $750.00||$89.00||Not available|
|$750.01 thru $1000.00||$119.00||Not available|
|$1000.01 thru $1500.00||$149.00||Not available|
|$1500.01 thru $2000.00||$229.00||Not available|
|$2000.01 thru $4000.00||$299.00||Not available|
|$4000.01 and over||8%||Not available|
Alaska/Hawaii White Glove, Room of Choice, and Doorstep Delivery Table:
|Sales Order Total||White Glove, Room of Choice, and Doorstep Delivery Fee (HI/AK)||2nd Day Delivery Fee (HI/AK)|
|$0.00 thru $1000.00||$749.00||Not available|
|$1000.01 thru $2000.00||$999.00||Not available|
|$2000.01 thru $4000.00||$1199.00||Not available|
|$4000.01 thru $10000.00||$1499.00||Not available|
|$10000.01 and over||$1999.00||Not available|
Note: Delivery and processing charges are applied for each delivery address on an order.
All bedding purchases include free domestic ground shipping and free return shipping within 60 days of purchase as part of our “Sleep On It” promise. To request a return shipping label, email us at email@example.com or call us at 866.597.2742. Not applicable to international orders.
Fabric swatches and wallpaper swatches ship via USPS First Class and usually arrive within 3-7 business days of order receipt. Expedited orders ship via FedEx 2-Day.
Rug swatches and furniture swatches ship via FedEx Ground and arrive within 3-10 business days of order receipt. Expedited orders ship via FedEx 2-Day.
Paper gift certificates ship free of charge unless 2nd Day shipping is requested in checkout. There is a $5 charge for 2nd Day service and a $10 charge for Next Day. Digital gift certificates are also available for delivery via email free of charge.
We strive to maintain inventory on all products. However, if an item is on backorder, you will see a backorder message with an expected ship date on the product page and in your shopping cart and on your order confirmation.
Occasionally, if we have had unexpectedly high demand for an item, we may sell out before the backorder message displays. If this is the case, you will be notified via email as to the status of that particular item after your purchase.
If you have any questions about backordered items, please call our Customer Care team at 866.597.2742 or email us at firstname.lastname@example.org.
PO BOXES & APO BOXES
We do not ship to PO or APO Boxes at this time. All orders must be shipped to a physical address.
We only ship to the 50 US states and Canada at this time.
All of our items ship from within the United States. Prices are shown in US dollars. Expedited shipping is not available to Canada.
Small packages will ship to Canada via FedEx International (Canada Ground) and are subject to a 15% shipping and handling fee. 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.
Large packages will ship to Canada via White Glove Delivery (Canada Premium Service) and are subject to a 15% shipping and handling fee, plus an additional 20% brokerage fee, import taxes and/or duties. The carrier will not collect any additional fees. Please allow 4-6 weeks for standard items and 8-10 weeks for custom upholstery items.
Damages to the merchandise while in transit or defects in manufacturing are rare, but occasionally 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 do not charge your credit card until your order has shipped. Some orders are fulfilled in multiple shipments. In such cases, the total shipping fee is usually charged at the time of the first shipment. Please note that, in certain cases, custom orders may require a deposit at the time of order placement.
All prices in our catalogs, online, and in Design Shops are in US dollars and are subject to sales tax 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, in our Design Shops, and on our website; omissions and errors are subject to correction.
RETURNS & CANCELLATIONS
For more information on our return and cancellation policies, please visit our Returns and Cancellations page.
If you have additional questions about shipping and delivery or how shipping and handling fees are calculated on your order, visit our Frequently Asked Questions page or contact our Customer Care team at firstname.lastname@example.org or call us at 866.597.2742.
We are available to assist you Monday through Friday from 7 am to 5:30 pm (PT), and Saturday from 8 am to 1 pm (PT).