Shipping & Delivery Process

When you place an order with Frontgate, we do our best to get our top-quality furniture to you in perfect condition as quickly as possible.

Here’s a quick look at each step, followed by detailed information about our furniture delivery process.


1.

You Order Furniture

As soon as you place an order, we begin to prepare your furniture to be shipped to you via the method (Threshold or In-home Delivery) you chose prior to checking out.

2.

We Craft Your Furniture

“Quick-ship” furniture is ready to ship right away, but “Special-order” furniture requires 8–10 weeks to be made prior to being shipped.

3.

We Prepare Your Furniture to Ship

Each item in your order is securely packed, boxed and prepped for delivery as soon as it is ready. Some (e.g. Quick-ship) items may arrive earlier than others.

4.

You Schedule Your Delivery

As soon as your furniture is ready to ship, our delivery partner will contact you to schedule the delivery. This is the best time to discuss any obstacles or special conditions that need to be considered when delivering your furniture. (This is also when your payment method is charged.)

5.

Your Scheduled Delivery is Confirmed

The day before delivery, our delivery partner will call with your four-hour delivery window. This is a great time to prepare the area for your new furniture. The day of delivery, the delivery partner will call approximately 30 minutes prior to arriving at your home so you’ll be ready.

6.

Your Furniture is Delivered

Your new furniture has arrived, and you love it. You’ll soon receive an email confirming that your delivery was successfully completed.


Quick-ship vs. Special-order Furniture

Our Quick-ship furniture is typically already crafted, in our inventory and ready to ship as soon as you place your order. Popular items do sometimes sell out and are put on backorder, but more are being produced and will be shipped to you as soon as possible. In either case, they have the same quality as if they were custom made for your space.

Our Special-order furniture is handcrafted just for you based on your order. It takes approximately 8–10 weeks to produce your custom-made, special-order furniture before it is shipped.

 

Two Types of Truck Delivery Services

Frontgate offers two types of Truck delivery services for furniture – Threshold and In-home – which you select as you place your order, prior to checking out.

With the Threshold Delivery Service, furniture is unloaded by the driver and placed inside a first-floor threshold – a doorway, a garage or under a covered area. If the home is a multi-dwelling building, items will be delivered inside the residence.

Some large items only ship via In-home Delivery Service but, for many larger items, you do have the option to upgrade to In-home Delivery. With this service, furniture will be brought inside your home, unpacked, placed in its final destination, and all the packaging materials will be removed.

Some furniture does need to be assembled (noted as “Assembly required” in the product’s Overview), and the delivery person will be unable to put it together for you.

 

Scheduling Your Delivery

When your furniture is ready to be shipped, you will be contacted by our delivery partner to schedule a day for your delivery.

When scheduling your delivery, be sure to share any restrictions or special circumstances that could help or hinder your delivery. These could include things like a narrow road, restricted delivery times, the key code to a gated entrance, multiple flights of stairs or the location of a convenient service elevator.

It’s important to ensure that all items will fit through the doorways, stairways, hallways, elevators and around the corners leading to your delivery location. We don’t want your furniture to get stuck in a stairwell and delay your ability to enjoy it.

Also be sure to check the dimensions of your furniture to make certain it will fit where you want to use it.

 

Preparing for Your Delivery

The day before your delivery, you will receive a call with a four-hour delivery window.

On the day of delivery, our delivery partner will call you approximately 30 minutes prior to arriving at your home to make certain everything is in order.

This is a great time to finish preparing for your delivery by clearing pathways and removing fragile items that could be nudged or damaged during the delivery and clearing the area where your furniture is to be placed.

The delivery people will not move your existing furniture during the delivery, so make sure you have things cleared away before they arrive.

 

Accepting Your Delivery

When your new furniture arrives, look over everything to make certain that it is the furniture you ordered and that it is all in good condition. If it is, sign to accept the delivery.

In the unfortunate instance that you observe an imperfection or damage to the furniture, immediately note it on your delivery paperwork and either refuse the item or contact us at 888-263-9850 so we can make it right.

 

Enjoy Your Furniture

Sit back, relax and enjoy the comfort, craftmanship and quality that exemplify the Frontgate Difference.

 

Returns and Exchanges

If you do need to return a product or want to make an exchange, check out the Returns & Exchange Policy to get all the details.

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