Standard Shipping: US and Canadian standard shipments have an estimated 3-10 working days in transit. Standard Shipping includes a delivery to the threshold, described as the “first dry area or garage” or lobby/service area of a high-rise building unless shipped with UPS or a small parcel carrier for which a signature will be required upon delivery. Please note that stairs to the front door or first dry area are not included with this delivery service. Custom orders are made from scratch at our exclusive production facilities with an all-encompassing lead time of 6-10 weeks. We will send an email to confirm the details after you place the order.

When you place an your order with us, your confirmation email will contain the lead time. As soon as your order has been shipped you will also receive a shipment notification email that will contain tracking information with an ETA for delivery. If you have not received these emails to your inbox you may need to check your spam or promotions folder. You can also log into your account and view the “my orders” page to check your order status.

If your delivery date has passed and you have not received your order; you can log into your account and you will find a tracking message with all the contact information for the freight company, this is also emailed to you as soon as your shipment is released. To further inquire about a shipment you can reach out to the freight company and to request a status update.

Please look through all of the packaging to ensure all items are accounted for. Smaller items such as legs or hardware are typically included inside the product packaging. If a part of your order was not delivered please contact us by connecting with us on our Live Chat or visit our Contact Us page to complete the contact form.

Firstly, we’d like to apologize. We work hard with our factories, warehouses and logistic companies to reduce lead times and avoid delays, which we let you know about as and when they arise. If you’ve been waiting longer than you should have and you haven’t heard from us, please log in and go to ‘Orders’ to get the most up to date information on the whereabouts of your products or connect with us on our Live Chat or visit our Contact Us page to complete the contact form.

We use specialist third party companies to deliver your products to you as efficiently as possible. In rare cases they might experience a few hiccups or communication issues. The problem is most likely due to IT tracking issues, or there is a mix up at their local sorting facility. We highly recommend to call our our freight carrier using the information included in your tracking update email to locate your order, they will be able to help with any re-deliveries that may need to be done as well. Please have your tracking number ready when contacting them.

When the local delivery agent receives your order, they will call you to schedule the delivery. Typically, the driver will also call the day of delivery to alert you they are on their way. If your order was shipped via small parcel courier ( UPS, FEDEX ) you will not be called for a delivery date. Please track your order online to ensure that you are available to receive the delivery.

If you need to change your delivery address please visit our Contact Us page to notify us as soon as possible. You can do this at any time up until 24 hours before we dispatch your item(s). If your items have already been dispatched, changing your delivery address may not be possible or there may be a charge for arranging redelivery.