Frequently Asked Questions

Orders & Payment

How do I place an order?
You can place orders directly through our official website. Browse our collections, select your desired items, add them to your shopping cart, and proceed through the secure checkout process.

What payment methods do you accept?
We accept all major credit cards, including Visa, Mastercard, American Express, and Discover. We also accept payment via PayPal. All transactions are processed through secure, encrypted channels.

When will my credit card be charged?
Your credit card is authorized at the time you place your order. The full charge is processed and captured only once your order has been prepared and is ready to ship from our warehouse.

How can I check the status of my order?
You can check the status of your order at any time by logging into your account on our website and viewing your order history. You will also receive email notifications with updates at key stages of the order fulfillment process.

I entered an incorrect shipping address. What should I do?
Please contact our Customer Care team immediately using the contact form on our website. If your order has not yet entered the packing process, we may be able to correct the address. We are not responsible for orders shipped to an incorrect address provided by the customer.

Can I modify or cancel my order after placing it?
We strive to process orders quickly. Please contact our Customer Care team as soon as possible using the contact form on our website. We can only modify or cancel an order if it has not yet been processed for shipping. Once an order is in the shipping stage, it cannot be altered or cancelled.

Do you offer gift wrapping or include gift receipts?
We do not currently offer gift wrapping services. A packing slip is included with all shipments for inventory purposes. This slip does not include pricing information, making it suitable for gifts.

Shipping & Delivery

Where do you ship?
We currently ship to all 50 United States and to Puerto Rico. We do not offer international shipping at this time.

Do you ship to P.O. Boxes, APO/FPO addresses, or freight forwarders?
Yes, we can ship to P.O. Boxes via USPS. We also ship to APO/FPO addresses. We do not recommend using freight forwarders, as our warranty and return policies may not be valid for orders redirected through a third party.

What are my shipping options and costs?
Shipping costs and delivery timelines are calculated at checkout based on the destination, weight, and dimensions of your order. You will be presented with available shipping options and their associated costs before you complete your purchase.

When will my order ship? How long will delivery take?
Orders are typically processed and leave our warehouse within a standard number of business days. Delivery times begin once the carrier receives the package. The total delivery timeframe will depend on the shipping method you selected at checkout. You will receive a shipment confirmation email with tracking information once your order is on its way.

How can I track my order?
Once your order ships, you will receive a shipment confirmation email containing a tracking number and a link to the carrier’s tracking site. You can also view the tracking information by logging into your account on our website.

What if I’m not home when my delivery arrives?
Most carriers will leave a package at your door unless a signature is specifically required for the service you selected. It is the responsibility of the recipient to ensure a safe and secure delivery location. We are not liable for packages that are lost, stolen, or damaged after being delivered to the address you provided.

My order says it was delivered, but I don’t see it. What should I do?
First, check around your property, including with neighbors or in less obvious spots like garage or porch areas. Please also verify the shipping address on your order confirmation. If the package is still missing, contact the carrier directly using the provided tracking number to initiate a search. You can also contact our Customer Care team for further assistance.

Why are items in my order shipped separately?
To ensure you receive your items as quickly as possible, different parts of your order may ship from different locations or at different times based on product availability. You will only be charged the original shipping fee, and you will receive separate tracking information for each shipment.

Returns, Exchanges & Warranty

What is your return policy?
We want you to be completely satisfied with your purchase. If you are not satisfied, you may return most new, unopened, and unused items in their original packaging within a specified number of days from the date of delivery for a refund to your original payment method. Some exclusions may apply. A return processing fee may be deducted from your refund.

How do I start a return or exchange?
To initiate a return or exchange, please visit the Returns & Exchanges section of our website. You will need your order number and email address to begin the process and generate a prepaid return label, where applicable. Returns or exchanges initiated without using our official portal may experience significant delays.

When will I receive my refund?
Once we receive your return at our warehouse, it will be inspected and processed. Please allow several business days for this inspection. After processing is complete, your refund will be issued to your original form of payment. The time it takes for the refund to appear on your account depends on your bank or card issuer’s policies.

What if my item is damaged or defective?
We take great care in packaging your items. If you receive a damaged or defective item, please contact our Customer Care team within a specific number of days of delivery. We will guide you through the process of providing photos and documentation so we can arrange for a replacement or refund.

Do you offer product warranties?
Yes, we stand behind the quality of our products. Most items carry a manufacturer’s warranty against defects in materials and workmanship for a specified period. This warranty is valid for the original purchaser from an authorized retailer and does not cover damage caused by accident, misuse, or normal wear and tear. Warranty service typically involves repair or replacement at our discretion.

Products & Inventory

How can I find a retired or hard-to-find item?
Our website displays our current, in-stock offerings. For retired or previously sold items, we recommend checking with authorized independent retailers or reputable secondary market platforms.

Are your products limited edition?
We produce a variety of collections. Some items are part of special, limited-edition series with a predetermined production quantity, while others are part of our ongoing core collections. Product descriptions will typically indicate if an item is a limited edition.

Why is an item showing as “Out of Stock”? Can I backorder it?
An “Out of Stock” status means the item is not currently available for purchase from our warehouse. We do not offer a backorder service through our main website. You may sign up for restock notifications on the product page if the item is expected to return.

Account & Website

How do I create an account?
You can create an account during the checkout process or at any time by clicking the “My Account” link on our website. An account allows you to track orders, save your address, and manage preferences.

I forgot my password. How can I reset it?
On the login page, click the “Forgot Your Password?” link. Enter the email address associated with your account, and you will receive an email with instructions to create a new password.

How do I update my account information (email, address, etc.)?
Log into your account on our website. In your account dashboard, you can edit your saved addresses, contact information, and password.

How do I sign up for your email newsletter?
You can subscribe to our email list by entering your email address in the sign-up form found in the footer of our website or during the account creation/checkout process. You can manage your subscription preferences at any time via the link in our emails or in your account settings.

Corporate & Other Questions

Do you have a catalog I can receive?
We do not mail out printed catalogs. Our complete and most up-to-date product assortment is always available to view and shop on our official website.

Do you work with interior designers or offer trade discounts?
We do have programs for qualified trade professionals. Please contact our Customer Care team for more information regarding trade eligibility and application.

I am a member of the media. Who should I contact?
Members of the press can contact us through the form on our website for all media-related inquiries, including requests for images, information, or interviews.

How can I become an authorized retailer?
We carefully manage our network of authorized retailers. For information about retail account applications, please contact our Customer Care team.

How can I get help with a question not listed here?
For all other questions, please reach out to our Customer Care team through the contact form available on our website. We are happy to help!