As a value that we want to add to our customer experience, we are proud to offer delivery at no cost on most of our products. Some manufacturers require that we add a shipping surcharge to their products. This delivery service is generally to your curb and does not include any set up of new furniture and removal of debris or old furniture. In most cases, deliveries will be made by a trusted third-party provider. Online “Free delivery on most products” offer applies to first floor only deliveries and excludes fitted furniture. Free shipping offer also excludes all products made by Cattelan Italia and by Gamma Arredamenti. In most cases, deliveries will be made by a trusted third-party provider. Delivery to Hawaii, Alaska, Puerto Rico and the US Virgin Islands will be subject to delivery charges. Delivery charges to Canada and outside the US, are based on weight and destination.
shipping + delivery
A major part of our success is affirmed by the meticulous attention we place on the order fulfillment part of every sale. Whether we use our inhouse team for local and complicated white-glove deliveries or the partners we choose for remote and international deliveries, we insist on quality and accountability from the moment your shipment leaves our warehouse to its delivery. We offer three shipping options and are always ready to provide additional details about the status of your order or answer any questions related to the shipping and delivery of your order which could be emailed to [email protected]
Our trusted team and third-party partners ensure that all deliveries are transported with exceptional customer experience and delivered to the room of choice inside your residence with light assembly. This service includes carrying the product up to two flights of stairs from the building threshold (4-15 steps = 1 flight). Once the product is in the room you desire, the shipper will unpack the product and provide basic setup that requires basic tools (i.e. pieces will be screwed or bolted together, set pieces next to each other, or on top of each other). The shipper will also remove and dispose of all packaging (limited to 30 minutes).
*** Standard White glove excludes any installation that requires wall/ceiling mounting or wall anchoring and all furniture, accessories, and lighting that require electrical wiring. Stair carries in excess of two flights will be billed an additional fee per flight, and will be collected at the time of delivery.
Premium white glove is comprised of delivery, unpacking, professional installation, and the complete removal of all packaging and debris, leaving your space spotless. The premium tier of our white glove service is further enhanced by the full assembly of complex furniture, such as wall mounted wall units, dining tables with sophisticated extensions, wardrobes, and walk-in closet systems.
*** Premium tier of our white glove services may not be available for all products and delivery destinations and are subject to additional charges.
Please email our shipping team [email protected] to get additional information about Premium White Glove availability in your area and the additional cost involved.
Whether you are relocating overseas or decorating a vacation home abroad, our team offers complete, end-to-end service including warehousing, consolidation, shipping, and installation of your furniture, anywhere in the world. We work closely with reputable, established shipping companies, whom we trust to transport your high-end goods to desired destinations around the world. We warehouse your products, ensuring their security at all times, and consolidate multiple brands onto a single shipment. The cost of shipping & clearing and the lead times vary from order to order and are dependent on the destination as well as the scale of the delivery.
Please email our shipping team [email protected] with additional information about your project. Please include the international location you would like to ship to, the items you are considering, as well as your desired lead-time, and we will provide you with a quote and estimated timeline of the process.
Delivery dates are estimates only, and we are unable to accept any liability for failure to deliver the products within the specified time resulting from shipment/delivery delays from our suppliers. Delivery times will be arranged with you in advance. If you are unable to accept delivery within 14 days from our first call, the invoice must then be paid in full. In addition, a storage fee of $250 per week will be payable. Storage fees will be invoiced to you on a weekly basis until delivery has been completed and are payable prior to final delivery. If there is no one available to accept delivery on the pre-arranged delivery date, you will be charged for transport and re-delivery costs.
You are responsible for ensuring that there are adequate access and entry to your premises to allow delivery of the products. Any additional costs in relation to access to your premises (e.g. crane) are your responsibility. If it is not possible for the products to be delivered to your premises, the products will be returned to our warehouse and you will be invoiced for transportation and re-delivery. In addition, the above storage charges will apply. We reserve the right to make partial deliveries of any order and each partial delivery shall constitute a separate contract in respect of the products delivered on the same condition as set out herein. At any point in time, a 50% deposit must be maintained for all undelivered goods. All products will remain the property of room service 360° until payment is received in full and delivered from the premises of room service 360°. Should you be arranging your own delivery, then the goods become your responsibility upon collection from room service 360°.
Delays in production and shipping may occur from time to time. If a delay occurs, please don’t panic. We will work very hard to get your new purchase to you in a timely manner, but please keep in mind that we specialize in large furniture items that come from all over the world. Usually, delays occur during busy seasons and holidays, due to production delays, or other factors outside of our control. We quote accurate lead times and notify all our customers promptly in case of any delays. Please note that we are not responsible for product delays from the manufacturer. Under no circumstances will room service 360° be responsible for any consequential damages resulting in shipping delays. Due to increased security by governments, customs delay may also occur periodically, which is beyond our control. Also note that some of our vendors remain closed during August and portion of December, which results in delays of 2-4 weeks.
*** THE SHIPPING TIMES WE QUOTE ARE ONLY ESTIMATES, NOT GUARANTEES.
Our staff is fully trained to offer any assistance to help you. Our excellent packaging and shipping experience reduces the chances of damage. However, in the event of damage, please save all original packaging and notify us and the shipping company immediately. Damages to items shipped must be noted on the delivery receipt and reported to us immediately. Concealed damages must be reported to us in writing along with digital pictures within 72 hours of delivery. If there are partial damages or shortages, accept the good items and list damages/shortages on the delivery receipt. If the product is refused and the damage is noted on the delivery receipt; we will send free replacement parts to correct the problem, or issue a pickup to replace the product at our discretion. If a replacement is declined and you would rather cancel your order you may choose from the following. Upon receipt of the return, we will issue a refund, store credit, or exchange at your request. All refunds, exchanges, and store credits are 15% less for a restocking fee and actual round trip shipping charges. We are not responsible for any damages not reported at the time of delivery.
Delivery must be signed for by the customer or an individual at least eighteen years old that the customer designates to have the authority to sign for the delivery. Before signing for the delivery, please inspect thoroughly for any damage, shortages, etc. In the unlikely event that damage or a shortage has occurred in transit, make a notation on the waybill, retain applicable packaging materials, and notify us immediately at 1-888-450-ROOM (7666). In the event that damage is not noted on the waybill when signing for the delivery or the applicable packaging materials are not retained, room service 360° cannot be held responsible and any claim for damage must be filed by you directly with the delivery company.
*** Before signing for delivery, you must thoroughly inspect the contents and note any visible damage on the freight bill. If there is damage to the item, note it on the freight bill, reject only the damaged piece, and keep the rest.
refusal to accept delivery
If a customer refuses to accept delivery of their order for any reason other than the product being defective or damaged in transit, the customer is responsible for all outbound and return freight charges incurred by your refusal. Any unpaid freight charges will be deducted from your refund. If it is found that any of the products upon delivery do not fit through the doors/stairwells and the product is subsequently returned/refused, the customer is responsible for all outbound & return shipping costs. We recommend that customers ensure the product will fit and can be transported to its point of installation easily. If you need to confirm the boxed dimensions of any product, please email our shipping team [email protected] prior to placing your order.