Last updated: 16 September 2026
Large, heavy, or odd-shaped décor and furniture travel by freight, not by parcel. The carrier books an appointment. Someone of legal age must be there to meet the truck.
Where freight can go, what it costs, and when we would ask for a co-pay live on the Shipping page. This page is the driveway script.
Before the truck arrives
- Be home during the appointment window. The driver will not hunt for a neighbor.
- Delivery is to the curb unless we already agreed another mode, added that charge as a line on your order, and you paid it. Extras have a surcharge.
- Have a phone on you so you can call us from the driveway if the pallet looks wrong.
Delivery modes
The default is curbside (often with a liftgate so the pallet comes off the truck to the ground). That is what you get if you do not ask.
If you need more than the curb — stairs, a narrow hall, white glove, light assembly, a call-ahead — write to us. You may order the piece on the site first. We get a quote from the warehouse or carrier, add that amount as a line on your Shopify order (with a short description of the service), and send you a link to pay only the extra. That second payment is not taken off your card by itself. Only after that extra is paid do we book the truck.
Depending on the warehouse and the carrier that week, we may be able to quote:
- Threshold — first dry area (garage or entrance)
- White glove — into a room, packaging removed
- White glove with light assembly — same, plus basic tool assembly for a short window
None of those is automatic. If the extra is not on the order and paid before we book, the driver leaves it at the curb.
When the truck is there
- Photograph the whole pallet and the cartons before you unwrap, even if they look fine.
- Walk around the load. If a carton is crushed, torn, or wet, note it on the bill of lading (BOL) before the driver leaves. Keep a copy or a photo of the signed BOL.
- Do not refuse the shipment as a first move. A refused pallet often creates a second freight bill and can void the damage claim the warehouse will accept. Call us from the driveway. We will tell you whether to keep it for a parts claim or, in a rare case, to refuse it.
- After the driver leaves, open the cartons. If the crate looked fine and the harm shows only then, photograph the piece and the packaging and write to us the same day. Keep every scrap of packaging until we say otherwise.
After delivery
Concealed-damage rules and returns live on the Returns page. On furniture, the usual path is a replacement part, not a sofa going back across the country.
Thank you for shopping with us.