Shipping & Returns

SHIPPING

COVID-19 Update

In order to comply with current health and safety measures, we have suspended all furniture orders requiring in-house white glove service delivery. While we encourage you to continue to browse these items and formulate a future wish list, we have temporarily marked them as "sold out". All of our Accent collections continue to be available to ship right to your door via standard shipping methods. In the meantime, should you have any questions regarding a particular furniture set, feel free to reach out to us at hello@roomtheory.com and we would be more than happy to work with you directly to confirm stock availability and review options to create a customized delivery plan.

Where do you ship?

Room Theory ships everywhere within the contiguous United States.

When can I expect my items to arrive?

Your order will be processed within 1-2 business days, and we’ll keep you in the loop every step of the way. Estimated arrival dates will be emailed to you as soon as they become available. Keep in mind that ETAs provided on our site and after your order is placed are provided by our manufacturing partners.  They are sometimes subject to change, but we will always let you know if things aren’t going quite as planned.  For most larger items, once your furniture is ready to ship, our white glove delivery service will contact you to schedule a delivery time directly. When our carrier reaches out, we advise that you promptly reply to schedule a time as their ability to hold your pieces is limited.   Failure to schedule your delivery promptly or the rescheduling of an existing delivery appointment may incur additional shipping fees at your expense. You will be required to be at your home to receive your furniture, inspect it and sign off on the acceptable condition of your delivery.  Our carrier will not leave large items at your door unattended.  For smaller packages such as our accent sets, we will provide a tracking number via UPS or FedEx that may be left at your door if you are not home.

If Room Theory is notified by one of our partners that a piece you ordered has been severely delayed from the originally quoted ETA on our site our team will reach out to you with information on a new piece that works just as well or we’ll offer you the option to wait for the original selection. Please note, all estimated shipping times on our product pages are the times in which we expect a product to be ready to ship.  For larger items that require delivery through our white glove carrier, you can generally anticipate around 2-4 additional weeks from the ship date for the items to arrive. This is just an estimate and transit times may vary depending on your location. Our white glove delivery service will always confirm the final anticipated date and time of delivery with you. 

If you have not yet moved into your home and are ordering a set with a long lead time that delivers around your move in date, we recommend you wait to purchase until you have made your move.  Occasionally, items come in quicker than expected and our ability to hold them is limited. 

Why do some of your sets take so long to ship?

We do our best to formulate our sets out of pieces that will look their best together in your home, instead of basing them solely off of pieces that are readily available.  Furniture is an investment we believe is worth getting right, which is why we take a little extra time.  Our design experience has informed many years of seeing that the best things come to those who wait. In addition, items quoted as taking a certain number of weeks to ship are generally being made from scratch, just for you. We get excited about having unique items made just for us and hope you will too!

What is included in the white glove delivery service?

White glove service is offered on most of our large items that ship with a carrier appointment to take the stress out of receiving your furniture.  Please note that while we also include delivery for our small parcel items they do not include white glove service.  We may also occasionally indicate on larger sets that white glove delivery is not available, in which case it will ship with standard freight for you to unpack and assemble on your own.

So what is white glove delivery anyway?  Our white glove service includes delivery to the inside of your home where our carrier will unbox all items, perform light assembly, set the pieces in your room of choice and remove the boxes and packaging.  With a clean space, all you'll have left to do is arrange your new furniture to your liking and set it in it's final place. Please note that our white glove service will not include installation, such as setting items in place, hanging artwork or anchoring shelving to walls. You should account for the time required to oversee our carrier for the duration of their service on your delivery day.  This may take 30 minutes to several hours depending on the size of the sets you have ordered. 

Are there any restrictions or additional charges associated with your white glove delivery service?

Our white glove delivery does not typically have restrictions or additional charges, however if any of the items listed below pertain to you, we require that you provide them in the "add special instructions" section which is an expandable box under the subtotal on the cart page. You'll find this prior to hitting the "check out" button.  This allows us to provide the best shipping experience possible and avoid passing additional shipping fees on to you.  Before hitting "check out" list the following if they apply to you:

1. Do you have more than two flights of stairs without an elevator? Tell us how many flights of stairs you have. 

2. Do you live in a large residential building or complex with multiple units that requires fobbed access to reach your door? Tell us about what we need to access your building.

3. Do you live in a large building that requires our carrier to deliver to a loading dock instead of the front door that correlates with the address you provided.  Tell us how to get to the loading dock in advance and where to meet you. 

3. Are you in a rural location or is your location difficult to find with standard GPS? Tell us how to get there. 

Will all my items ship together?

We do our best to ship all items within a set together.  If this is not possible we will generally note that items may ship separately on the product page before you add them to your cart.  For large items this means you may have to schedule more that one appointment with our carrier.  For smaller accent items you will likely receive multiple small parcel boxes to your door step on separate days, no scheduling required. 

How can I ensure that all my furniture will fit?

Measure twice, cut once!  All information in regards to size and dimension can be found on the room set page under the "set overview".  Make sure to measure not just your room but all doors, stairs, hallways, elevators and any other passages your furniture may need to go through in order to make it to it’s final destination.  We do not accept returns on items due to fit. 

What happens if a piece within a set becomes discontinued or is no longer available?

We hate it when that happens!  If Room Theory is notified by one of our partners that a piece you ordered has been discontinued our team will reach out to you with information on a new piece that works just as well with your set.  If for any reason you are unsatisfied with our new suggestion we will work with you to find the perfect alternate selection. 

What if I have more questions about shipping?

Shoot us a note at hello@roomtheory.com

 

RETURNS

What if I want to change, cancel or return my order?

Due to our fulfillment process, we do not offer changes, cancellations or returns of orders. If your order arrives damaged will we do everything we can to rectify the situation.  Please refer to our damage policy below. 

What happens if my furniture is received damaged?

If an item is delivered to you damaged notify us within 24 hours of delivery to report a claim.  We inspect all items and boxes for damage before loading them on the truck to minimize damage claims as best we can. When items are delivered to you, it is essential that you inspect all boxes for damage, and take photos of the damage prior to them being unpacked.  Keep in mind that just because a box is damaged does not mean the item within the box will be damaged but in the event that damage has occurred we will require photos of both the damaged unpacked box, as well as the damage done to the item in order to process a damage claim.  In addition, please document any damage on the delivery receipt prior to our carrier's departure and send a copy to us along with the photos of the damage. After you've filed your claim, if it is possible to replace a part for an item that is damaged we will send that part to you. If it is not possible to fix the item with a part replacement we will process your claim and give you instructions on arranging pickup of the damaged piece and delivery of a new one.

What if I have more questions about returns?

Shoot us a note at hello@roomtheory.com