As the impact of coronavirus continues to evolve, we remain committed to providing a superb customer experience while taking the necessary precautions to ensure the health of our employees, customers and partners.
Please find FAQs below related to recent changes. Our customer care team remains fully operational (M-F 9am - 5pm ET) for any order-related questions.
Phone: (844) 876-5689
Will my order be delayed?
As ever-evolving “shelter in place” orders restrict operations with our various warehouse and factory partners, some customers may experience delivery delays.
For orders yet to be placed, please refer to the individual product page for estimated delivery lead time (see image below). These lead times are updated daily as we receive new information from our vendor partners.
For orders already in transit, please allow an additional 2-5 days for delivery, as national parcel services (UPS and Fedex) are experiencing significant delays.
For orders not yet shipped, please permit an additional 1-3 weeks for processing and delivery. For a more precise delivery estimate, please email us at firstname.lastname@example.org with your order ID.
Is white glove delivery service still available?
For certain regions, white glove delivery service (delivery into room of choice with packaging removal) may not be available. In these cases, our customer care team will notify you in advance with available delivery options. These options may include delaying shipment until we’re able to resume with regular white glove service or opting for first-threshold delivery (our delivery team will bring items, in the cartoned packaging, to your front porch, front door or garage, or lobby of your building but will not enter the home or remove packaging).
If you’d like to waive white glove delivery service in favor of first threshold delivery, please let us know upon receipt of your delivery tracking information.
Can I waive the signature requirement for my package?
As a policy, we require a signature for all parcel packages valued at $200 or more.
Is my package at risk of carrying the virus?
According to the World Health Organization and the CDC, the risk of infection from contaminated packages is low. Please see their respective statements with links below:
World Health Organization: “The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.”
CDC: “In general, because of poor survivability of these coronaviruses on surfaces, there is likely very low risk of spread from products or packaging that are shipped over a period of days or weeks at ambient temperatures.”
I’m not at my original delivery address. Can my package be rerouted?
If you have not yet received tracking information for your order, please notify us immediately if you are no longer available to receive your package at your originally provided delivery address. We will do our best to either reroute your package or hold it for a later shipment.
If your package has already shipped, unfortunately, our options for rerouting are more limited. If your package shipped via UPS or FedEx, we recommend registering with UPS My Choice or FedEx Delivery Manager and contacting them directly for rerouting requests. Otherwise, please contact us email@example.com and we will try our best to accommodate your situation.