Our Policies

 

 

Shipping Policy

The smooth delivery of your purchase is of the highest importance to us at Nook & Cottage. For this reason, we only utilize shipping carriers that provide the highest standards in care, dependability, and service. Once your order has been confirmed with Nook & Cottage, you will receive e-mails providing you with the status of your order and the ability to track your shipment. You will also be able to check the status of your order on the Nook & Cottage website when you sign in to your account. If you have any questions during this delivery period, please do not hesitate to contact us by emailing orders@nookandcottage.com or by phone at 470-588-6665.

Where We Ship

Nook & Cottage offers FREE SHIPPING within the 48 contiguous states (excludes Alaska and Hawaii*).  Please see Shipping Options for more details about delivery location allowances and limitations. We require a physical street address for shipping. Nook & Cottage does not deliver to P.O. boxes.

*For orders shipping to Alaska or Hawaii, please call us at 470-588-6665 to place your order. We will provide you a shipping quote over the phone.

When We Ship

Most in-stock furniture items will be shipped within 1 to 2 weeks of placing an order and received within 5 to 15 business days after it ships. For made-to-order items, especially the hand-painted furniture, lead times vary by manufacturer but average 18 to 23 weeks to ship. You can find the estimated arrival date of any item underneath the "Add to Cart" button of every product page. This is date range we estimate the item will arrive to you from the date it is ordered.

How We Ship

Our products ship directly from our manufacturers, saving you money and minimizing the amount of travel your furniture sees, which means less risk of damage in transport. We ship via one of three methods: Small Parcel (UPS/FedEx), Freight, or White Glove Delivery Service. When it comes to shipping larger/bulky items, we only use the most reputable carriers in the industry so that you receive your orders quickly and safely. Please note that items in your order may be shipped in separate parcels.

 

Shipping Methods

Shipping Small Items

Purchased items which are small in dimension and weight are usually shipped using a small package carrier such as FedEx or UPS. Delivery time is approximately 7-10 business days.

Shipping Large Items

Large and heavy items are shipped via truck freight. Nook & Cottage contracts with reputable top-tier freight carriers who specialize in the transportation of furniture and related items, thus minimizing the possibility of damage and enhancing timely deliveries.

When your order is shipped, you will be contacted by the freight company (by email and/or phone) in order to schedule a delivery date and time. The appointment is typically a 4-hour window. Freight deliveries require an adult signature upon delivery. Please be sure to have an adult present who is authorized to sign the delivery receipt for acceptance of the delivery.

Freight deliveries are typically made within 3-10 business days. Please allow longer for more remote locations.

 

Shipping Options

Standard Home Delivery

For a limited time, we are offering this delivery service FREE with any Nook & Cottage purchase! Small items will be delivered right to your front door with no signature required (unless requested).  Larger/bulkier items will be delivered curbside and arrive on a pallet or in a box.  The shipped items will be placed fully packaged on a driveway or curbside, as can be accomplished by a single driver.  The drivers are not required to assist the customer on drop offs. It is the customer's responsibility to have the appropriate personnel at the time of the delivery. The driver will not carry the product up stairs, unpack or set up the furniture. Someone must be available to accept the delivery.  Be aware that individual items may arrive in multiple pallets/boxes and delivered at different times with curbside service.  Delivery will be scheduled for a morning or afternoon window approximately 24 to 48 hours prior to delivery.  No storage time is available with curbside service. 

PLEASE NOTE: Curbside freight companies will not enter gated communities or travel down long driveways, dirt roads or private roads. Roads must also be able to accommodate large 18-wheeler trucks.

Inside Delivery

This  shipping method is an upgrade from our Standard Home Delivery and is available for large  items requiring freight shipping. The service includes two men on a delivery truck who will deliver furniture to the first dry area in your home as determined by the shipping carrier - typically either immediately inside the front door or the garage. Delivery will be scheduled for a morning or afternoon window approximately 48 hours to one week before the delivery.   Assembly and debris removal are not included with this service.

White Glove Service  

We offer a Custom White Glove delivery service as an upgrade to our Standard Home Delivery and Inside Delivery service (where available).  This service includes two men on the delivery truck who will deliver furniture into the home, set it up in the room of your choice, and remove the packing materials.  In most cases, white glove service items will be consolidated and delivered at the same time.  Delivery will be scheduled for a morning or afternoon window approximately 48 hours to one week before the delivery.

If you are interested in adding a White Glove service to your order, please call us at 470-588-6665 or email info@nookandcottage.com for availability and  a custom quote.

Premium White Glove Service

The Premium White Glove Service includes all the advantages of the Custom White Glove Service Upgrade, with the additional feature of being able to pre-schedule the final delivery date and time.  This service typically requires using a local warehouse and furniture delivery specialist to ensure time and date specific planning.  This delivery service will incur additional costs and varies by location.  Please call for availability and pricing.

If you are interested in adding a Premium White Glove service to your order, please call us at 470-588-6665 or email info@nookandcottage.com for availability and a custom quote. 

Delivery

Delivery Process

Once your order has been shipped from the manufacturer, you will be notified by e-mail that your order has shipped, and has entered the delivery process.  The typical delivery process time frame is 5 – 15 business days (remote areas may take longer).  We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.   Your furniture is typically brought to a central warehouse location where it is assigned to the appropriate delivery route. A delivery schedule is then established with you.  You will be contacted by the carrier with a morning or afternoon window approximately 48 hours to one week before the delivery. Delivery times or dates are approximate. Please note that if you require a specific time and/or date, you will need to select our white glove service and notify us if immediately at orders@nookandcottage.com so that we can make arrangements with the shipping carrier and see if they are able to fulfill your request (additional charges will apply).

Day of Delivery

The day of delivery is an exciting time as you get to meet your new furniture.  To ensure your delivery flows as smoothly as possible, please be sure to closely follow these delivery guidelines:

When your furniture arrives, it is very important that all products are carefully inspected for damages prior to signing the delivery receipt.  If any damage or irregularities are found in the packaging and/or merchandise, please read our Damage Policy below and follow the instructions carefully.

Following your delivery we may contact you to confirm that everything is satisfactory.

 

Damage Policy

Shipment of all merchandise is at the purchaser’s own risk. Damages sustained in transit are the sole responsibility of the freight carrier. In the unfortunate event that you do experience a problem with our product or delivery, please contact our Customer Care Line right away, and we will do everything possible to remedy the situation (470-588-6665). 

Damaged Items

Only items marked damaged at the time of delivery will be considered damaged and eligible for a repair, refund or replacement. Any shipment that is signed without any remarks written on the delivery receipt will be subject to automatic denial of their claim (excluding manufacturing defects). It is imperative to make a notation on the delivery receipt of any possible irregularities prior to the driver leaving. This includes the shrink wrap torn, box has dents, tears, pallet was not intact, etc. DO NOT SIGN the delivery slip until items have been inspected.

As a general rule of thumb, DO NOT refuse a shipment even if there is damage. In most situations, it is better to accept delivery of your furniture and allow us to address the problem on location.  Refusing a shipment may cause a delay in the claims process and also result in a re-delivery charge. No goods are returnable for any reason without our authorization.

Concealed Damage

Common carrier companies consider “concealed damage” any damage that was not noted at time of delivery. To be eligible for a concealed damage claim, merchandise must be checked and reported within 24 hours of delivery or the damages become the responsibility of the consignee. If merchandise is received damaged and a claim is filed in the allotted time, item(s) must be returned in the original packaging or the claim is subject to denial.

Damage Claims

Nook & Cottage reserves the right to choose the method by which the claim is resolved. Each damage claim is reviewed carefully and the resolution may include repair, replacement parts or replacement of the entire unit depending on the extent of the damage. Rest assured that Nook & Cottage will expedite the damage resolution as customer service is of utmost importance to us.

To file a claim, please email claims@nookandcottage.com with the invoice number, photos, and a brief description of the problem within 24 hours of delivery. Failure to do so may result in a delay/denial of the claim. Please note that claims may last up to 120 business days depending on the carrier. All original packing materials must be saved in order for us to file a claim for shipping damage with the transport company.  We will be responsible for the handling and costs of resolving all shipping damage problems. 

Termination/ Rejection of a Claim

Nook & Cottage tries its best to assist customers in the claims process. Unfortunately, not all claims can be accepted. Some of the reasons that may arise for the termination/ rejection are as follows: I) Nook & Cottage is not liable for any discrepancies from the original order after the customer confirms the order is correct. This includes ordering the incorrect item, 2) If damages are found after signing the delivery receipt stating the shipment was delivered free and clear, 3) Claim was filed after the allotted time stated above.

 

 Return Policy

At Nook & Cottage, we stand behind the quality of our products and will do our best to make things right if you are not satisfied with your purchase. We believe that we can work together with our customers to make every purchase a positive experience. Our shipments are carefully inspected before leaving our warehouse, but in the event you are not satisfied with your purchase, please continue reading for return instructions and eligibility.

Return Eligibility

You may return most purchases within 30 days of receipt for an exchange or refund**. Certain products are subject to a restocking fee. Returned items must be in new condition and in their original packaging. Do not assemble or modify the product in any way or we will be unable to process the return. We recommend you keep your packaging for at least 30 days after you receive the merchandise. 

**A product's return eligibility, return period, and any applicable re-stocking fees can be found in the  product description under the "Shipping & Returns" tab.  Refunds are issued in the original payment form and price, less shipping and handling, restocking fees (if applicable), and return shipping charges. Standard shipping costs are based on item prices as outlined within our shipping policy. If you opt to exchange your free shipping purchase for another item that also had free shipping, a standard shipping charge will be added to cover our costs.

Made-to-Order Products

Custom made-to-order products are non-refundable. We will do everything possible to work with you during the sales process to ensure a successful end result.  We will repair or exchange any custom order with a manufacturing defect or shipping damage.  If there is any problem with your order, please call or e-mail us.  We will work with you to fix the problem.

Other Products Not Eligible For Return

Initiating a Return

If you would like to exchange or return an eligible item, you will need to request a Return Authorization (RA) number. To begin the return process, please follow these steps:

1)  Log in to your account or reference the order confirmation you received by email to locate your order number.
2)  Send us an email at returns@nookandcottage.com with your name, order number, and a reason for return. In order to process returns as efficiently and effectively as possible, we do not process cancellation or return requests over the phone. Customers must receive a written authorization back from our company prior to returning a product.
3)  Allow 10-12 days to process the refund back to your original method of payment. Refunds are issued in the original payment form and price, minus shipping and handling, restocking fees, and return shipping charges

Cancellation Policy

Orders placed with Nook & Cottage are submitted to the manufacturer on your behalf. For this reason, please review all the items, quantities and size in your shopping cart prior to ordering, as well as your email confirmation that you will receive after placing your order in order, to avoid any problems. Once your order has been submitted to the manufacturer, Nook & Cottage, and thus the customer, become financially obligated to purchase the items from the manufacturer. Unless otherwise noted on a particular product, we allow cancellation up to 12 hours after the order has been placed as long as the order has not already shipped.

Any exception to this cancellation policy will be solely at the discretion of our management. In the event that our management agrees to proceed with the cancellation of an order, the customer will responsible for a cancellation or restocking fee of up to 15% of the purchase price as well as any shipping and handling fees that may apply. In order for a cancellation to be addressed, the customer must submit the request in writing via e-mail to   orders@nookandcottage.com. Please note that only written requests for cancellation and only requests to this email address will be processed by us. Special orders and orders that are being held in our warehouse for a delayed delivery date at the request of the customer cannot be cancelled.

Nook & Cottage reserves the right to cancel an order when we determine that we will not be able to fulfill your order. Upon such cancellation we will notify the customer and refund the full amount that has already been paid.