What is included in white glove delivery?
Our white glove delivery includes setup of all purchased furniture in your desired room, and removal of all trash from the delivery/setup.
Who do you ship with?
We use 3rd party freight carriers that specialize in transporting and delivering solid wood furniture. They are all based in the Midwest, near our woodworking shops.
Because we work with the same carriers, they know exactly how to assemble everything and take proper care of the furniture during transport and delivery. Feel free to reach out if you have additional questions.
For flat pack items, we will ship via UPS, FedEx, DHL, USPS or a similar carrier.
Is white glove delivery included for every item?
No. Some items will pack flat, and are easily shipped to your home. For those items, we will ship directly using UPS, Fed Ex, DHL, USPS or a similar carrier. When these items ship, tracking information will be sent to the email address used to place the order.
What happens if my furniture arrives damaged?
Please inspect furniture upon delivery and note any damages before signing delivery paperwork. While rare, this is extremely important, as it's the only way we can confirm that the damage occurred in transport.
We will fix or replace any furniture damaged by the 3rd party carrier. Unfortunately, we cannot be responsible for any damage claims after the delivery has been signed for.
Should you encounter damage after the delivery, please still reach out to us at support@americanwood.com, and we will do everything we can to help remedy the situation.
Who contacts me once my furniture is ready?
You will get a personal phone call and/or email from us when your furniture is finished. We will then coordinate the transportation of your furniture to 3rd party freight carriers we work with. Once it reaches their facility it is ready to ship, and you will get a call from them to setup a delivery time.
Who contacts me to setup a delivery time?
The 3rd party freight company will contact you to setup a delivery time, usually within two weeks. We stay involved to ensure that a delivery window is scheduled in a timely manner.
Don't hesitate to call or email us during this process if you have any questions. We work closely with the freight companies and can always get in touch with them quickly.
How long does it take once the furniture is finished to get to my home?
Most furniture is shipped from the builder within 8 to 14 weeks, depending on the collection. It typically takes 10 to 14 business days after the piece is finished to be delivered to your home.
Obviously certain times of the year are busier for both the freight companies and the customers, but we will do everything we can to accommodate your needs.
How long is the delivery window on the day of the delivery?
You will receive a 4 hour window when you can expect the freight company team to arrive at your home with your furniture. They will also give you a call approximately 30 minutes prior to their arrival.
What happens if the furniture I ordered does not fit inside my home?
Although this is an extremely rare situation, we unfortunately cannot accept returns under these circumstances. A 30% restocking fee will be applied to all orders that arrive in good condition in the event they need to be returned.
Please make sure you double check all measurements of your new furniture before purchase, and measure the doorways, stairwells, elevators and hallways that your new furniture will be coming through. Dining tables are assembled in your home, so use the table top dimensions when measuring your space.
