What is White Glove Delivery Service?

White Glove Delivery is our Full Service Delivery and Set Up, including a delivery appointment, inside delivery with up to one flight of stairs, placement, assembly (if needed), and removal of large packaging materials. White Glove service does not include modifications to the existing home, such as artwork or lighting installation.

Delivery Date & Time:

Determined once the delivery route is scheduled, generally Monday through Friday, 8 AM - 5 PM local time.

The delivery company will contact you once the merchandise is en route and will arrange an approximate time of delivery. Rush deliveries cannot be specified. Once the merchandise arrives in your area, the delivery company will contact you to arrange a more definite date and time. If you are unable to keep your scheduled appointment, you will be charged an additional rescheduling fee.

Special Circumstances to Advise the Carrier Of:

• Locations: Remote or secluded areas, unusual site circumstances such as entry other than the front door, high-rise buildings without an elevator, or older buildings with small elevators.
• Stairs: Number of stairs or flights, spiral or narrow staircases, steep or sharp angles, skinny steps, banisters, or railings.
• Doorways: Size, angles, and any obstructions.
• Freight Elevator: If a freight elevator is available for the delivery.
• Failure to inform the carrier of these circumstances may result in a failed delivery attempt, additional re-delivery fees, and other charges.

Delivery Window:

A four-hour delivery window is required. Every effort will be made to deliver your merchandise within the four-hour window.

Clean Up:

All packing materials will be properly disposed of.

Customer Preparation List:

To ensure a smooth delivery, please make the following preparations:

• An adult (18+ years old) must be present to accept and sign for the delivery.
• Measure doorways, stairways, and the designated space to ensure the merchandise fits.
• Clear a pathway and the area where the merchandise will be placed.
• The carrier is not responsible for moving or disposing of existing furniture.
• Ensure flooring is protected.
• Inspect your delivery before signing the delivery documents. Report any damages or missing parts upon receipt. Claims at a later date will not be accepted.
• Make necessary notes on the documents provided by the carrier and retain a copy for your records.
• If your building requires a Certificate of Insurance, shipping carriers will provide one copy. Additional copies will be the customer’s responsibility.
• Refer to our Returns and Exchanges section for additional information.

Other Information:

• Carriers are chosen based on the type, weight, and size of merchandise to ensure careful handling.
• We reserve the right to refuse delivery if inadequate preparations have been made.
• We are not responsible for the installation of large or heavy items such as wall units, mirrors, mantles, or headboards requiring wall attachment.
• We recommend hiring a licensed plumber or electrician when necessary.

Changes to Your White Glove (Full Service) Delivery:

• Scheduled Appointment: If you miss your scheduled appointment, a $175 rescheduling fee will apply.
• Address Change (within 25 miles of the original address): Subject to carrier availability and a $75 processing fee.
• Address Change (greater than 25 miles of the original address): Subject to carrier availability, full shipment cost, plus a $75 processing fee.
• Storage of merchandise is available for an added fee and must be requested 30 days before shipping. (Storage is only available for White Glove Full Service Delivery orders.)