DELIVERY

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Last updated: August 29, 2020

DELIVERY INFO

We take pride in the manufacture of our furniture and we will do all we can to ensure your purchase is delivered to you on time. All our products are packaged for safe transit and will be handled by professionals.

We work with several delivery service providers and specialist delivery partners to ensure the best delivery value and the most secure and on-time delivery service. Your purchase may require multiple deliveries and may be managed by separate delivery partners.

Right now, we provide delivery services to about 6,500 zip codes in 15 metropolitan areas, which are listed in the section below. You may enter your zip code on any product page to check if we deliver to your area. We are also working hard to expand our services to other areas! In the meantime, subscribe to our newsletter or follow us on social media to stay informed about our latest updates.

All orders are delivered Monday to Friday between 9am and 7pm, and selected hours on Saturdays. Please note that it is your responsibility to check that your items will fit through doors, staircases and elevators in their packaging before you place your order. Product dimensions are included in the product description on our website. Failed delivery due to inability to access your home will result in additional delivery charges.

SHIPPING FEES AND LOCATIONS

Flat Rate Shipping Per Order

Shipping fees are only charged once per order and are fixed at flat rates, according to your order value and delivery location.

We currently deliver to selected areas in the U.S. The below table reflects a general indication of some major cities we ship to. We recommend you enter your zip code on any product page to find out if we deliver to your specific location. Shipping fees will be indicated during the checkout process.

Major Cities/Areas* Estimated fee*
Orders below $200
Estimated fee*
Orders above $200
Los Angeles, CA
San Francisco, CA
San Diego, CA
Las Vegas, NV
New York City, NY
New Jersey, NJ
Philadelphia, PA
Baltimore, MD
Washington, DC
Hartford, CT
Providence, RI
Boston, MA
$19 $49
Chicago, IL
Atlanta, GA
Phoenix, AZ
Cleveland, OH
Pittsburgh, PA
Buffalo, NY
$29 $99

*Kindly note this shows estimated shipping fees applicable to the major cities/areas we ship to. Shipping fees may be higher for selected locations and remote areas.

We are coming to other cities very soon! In the meantime, subscribe to our email newsletter or follow us on social media to stay informed about our latest updates.

ESTIMATED DELIVERY DATE

‘Estimated Delivery’ lead-times shown on each product page indicate the estimated date range you can expect the item to arrive at your delivery location. This lead time includes time taken for stock movement from manufacturing locations to our warehouse (this includes factors such as whether an item is made-to-order), and last mile delivery to your door.

Simply enter your zip code on any product page to see an estimate of when you can expect to receive the item. Please note that these dates are an estimate and may be subject to potential unforeseen delays, if any.

Want us to hold off your delivery date because your home is not ready? Simply place your order, then reply to your order confirmation email with any special requests. We strive to respond to your request within one business day.

TYPES OF DELIVERY

We offer 3 types of delivery service options: Standard, Room of Choice or White Glove.

We provide a Standard Service by default, but you may opt for Room of Choice or White Glove service for an additional service fee.

Standard Service

We will deliver your item(s) to either the ground floor, lobby or first dry area in your home (such as garage, foyer, etc) or apartment building. Deliveries to any address that require using a lift or staircase will be left at the entrance of the lift or foot of the stairs. This service does not include unpacking, assembly or rubbish removal.

To initiate delivery, we will send an email notifying that your order is ready to ship. You will then either receive a fixed delivery date with tracking information or be contacted by our delivery partner to arrange a delivery day and time window.

Room of Choice

We will deliver your item(s) to the room of your choice within your home, inclusive of up to two flights of stairs. This service does not include unpacking, assembly or rubbish removal.

To initiate delivery, we will send an email notifying that your order is ready to ship. You will then be contacted by our delivery partner to arrange a delivery day and time window.

White Glove

We will deliver your item(s) to your room of choice, inclusive of up to two flights of stairs, as well as unpacking and fully assembly of item(s). This service does not include rubbish removal nor moving of your old or existing furniture.

To initiate delivery, we will send an email notifying that your order is ready to ship. You will then be contacted by our delivery partner to arrange a delivery day and time window.

Note: Please measure and ensure that your items will fit through doors, staircases and elevators in their packaging before you place your order. If we are unable to get your furniture into your home, you will be responsible for redelivery fees if you choose the products to be redelivered at a later date, or the return shipping and warehouse restocking fees if the order is cancelled. Upon arrival, our delivery partners will deliver your products based on the selected service options.

In addition, please protect your flooring and surroundings from potential damages prior to the delivery. Our delivery partners will not be responsible for any flooring or surrounding damages. Delivery personnel are not permitted to move existing furniture present in your home.

To get a better understanding of the service in your area based on the items you have purchased, please email help.us@castlery.com.

RECEIVING ITEMS

For security purposes, our delivery partners may verify your photo ID prior to the unloading of the products. Failure to comply with verification will be considered as refuse of delivery, the item(s) will be returned to the warehouse, and a service fee will be charged. If you choose to reschedule, a secondary delivery fee will be applied.

Upon delivery, you or a third party appointed by you shall inspect the item(s) carefully before our delivery partner leaves the premise. Any damage detected should be immediately reported to the delivery partner and noted on the delivery document. Please email us at help.us@castlery.com and provide photos showing the damage or fault. We will reply within 2 business days.

Castlery reserves the right in its absolute discretion to determine whether a product or a component of a product has failed due to a defect or wear and tear. Such replacement or repair is offered by Castlery at its sole discretion. In the event that an exchange for the defective piece cannot be arranged, Castlery reserves the right to offer a substitute or full refund. All repair or replacement of item(s) will depend on inventory availability. Castlery shall not be liable for any consequences (whether direct or indirect) of the delay in the delivery of the goods and no such delay shall entitle the customer to treat this agreement as being repudiated by Castlery or to any comparison.

MISSED DELIVERIES

Our delivery partners will contact you to schedule your delivery slot. During the day of delivery, if you are not present at the delivery address within your allocated delivery slot, our delivery partners will wait for 15 minutes before they leave. All undeliverable orders will be returned to our distribution center and restocked. To reschedule for a delivery to the correct delivery address, we will contact you to arrange for the next available delivery with a re-delivery fee charged. We do ask that you let our delivery partners know of any necessary changes to your delivery slot in advance.

DELIVERY RESTRICTIONS

We reserve the right to refuse delivery to specific locations for items we deem at high risk of loss or damage, and also areas that are inaccessible for our home delivery services.

We cannot deliver to PO boxes or Parcel Lockers because they're usually too small to accept most of the items we sell.

INCORRECT DELIVERY ADDRESS

All undeliverable orders will be returned to our distribution center and restocked. To reschedule for a delivery to the correct delivery address, we will contact you to arrange for the next available delivery with a re-delivery fee.

DELAYED SHIPMENT / DELIVERY DUE TO UNFORESEEN SITUATIONS

In the event of delay in shipment due to unforeseen situations, Castlery reserves the right to reschedule the delivery, subject to availability of next delivery slot.

No specific time of delivery can be provided. A time frame will be advised but cannot be guaranteed. Castlery shall not be liable for any consequences or any loss suffered or expenses incurred (whether direct or indirect) due to the delay in the shipment / delivery of the goods and no such delay shall entitle the customer to treat this agreement as being repudiated by Castlery or to any comparison.

SPECIAL OFFERS (E.G. FREE SHIPPING)

Free shipping may be offered at specified times and on specified products during special sales events. Where free shipping is offered, it will only be available on the selected products and to selected locations.

$50 off* your first order! Subscribe to our newsletter today.

Castlery

Castlery is an online furniture store in the United States which looks to reinvent how furniture retail works. We design and produce furniture with great aesthetics at a competitive price point, without compromising on quality. By cutting out the middleman and keeping our inventory lean we can keep our costs down and extend the savings to you.