Shipping Policy

Our Commitment to a Transparent, Reliable, and Efficient Delivery Experience

At DECKIFY LLC, we understand that the anticipation of receiving your new furniture is a significant part of the overall experience. Our commitment to excellence doesn’t end with the design and craftsmanship of our sofas, sectionals, loveseats, and tables; it extends directly to the delivery process. We have meticulously crafted a shipping policy that prioritizes clarity, reliability, and the safe transit of your investment from our warehouse to your home. This document serves as your comprehensive guide to our shipping procedures, timelines, and costs. We believe in complete transparency, so you will know exactly what to expect every step of the way. Our partnerships with a curated network of leading logistics carriers ensure that whether you are in a bustling city or a quiet suburb, your DECKIFY furniture arrives with the care and professionalism you deserve. Our goal is to make the final leg of your journey with us as smooth and predictable as the lines of our furniture.

I. Our Shipping Philosophy and Network

A Customer-Centric Approach to Logistics

Shipping furniture is a complex endeavor, and we treat it with the seriousness it deserves. Our philosophy is built on three core principles:

  1. Safety First: Every product is packaged with meticulous care using high-quality, protective materials designed to withstand the rigors of cross-country and international transit. Our packaging is engineered to prevent scratches, dents, and other damages.

  2. Transparent Communication: We believe you should never be left in the dark. From the moment you place your order to the day it arrives, we provide clear communication, including order confirmation, shipping notification, and proactive tracking updates.

  3. Strategic Partnerships: We do not operate our own fleet; instead, we partner with the best in the business. Our network includes global parcel carriers like FedEx and UPS for smaller items, and specialized white-glove and freight carriers for large furniture. This allows us to leverage their extensive infrastructure and expertise for efficient delivery.

Understanding Our Shipping Structure

To manage expectations effectively, it’s crucial to understand that the shipping process for furniture is different from standard parcel delivery. It often involves multiple stages and specialized handlers, especially for large items.

II. Shipping Destinations: Where We Deliver

DECKIFY LLC is proud to serve a broad and diverse customer base.

  • Domestic Shipping: We ship to all 50 states within the United States, including Alaska and Hawaii, as well as to Puerto Rico and other U.S. territories. Shipping costs and times will vary for non-continental U.S. destinations.

  • International Shipping: We are excited to offer international shipping to numerous countries across North America, Europe, Asia, and Australia. During the checkout process, you can enter your destination country and postal code to see if we ship to your location and to obtain real-time shipping cost calculations.

Please note that for international orders, the customer is responsible for any and all customs duties, import taxes, and brokerage fees imposed by the destination country. These fees are not included in our shipping costs or product prices and are collected by the local customs authority upon the item’s arrival. We cannot predict or control these charges.

III. Shipping Timeframes: What to Expect

Shipping time is composed of two distinct parts: Processing Time and Transit Time.

Order Processing Time (Handling Time)

This is the time it takes for us to prepare your order for shipment from our warehouse. It includes order verification, payment processing, and careful picking, packing, and labeling of your items.

  • Standard Processing: For in-stock items, our standard processing time is 3 to 5 business days (Monday through Friday, excluding holidays). During high-volume sales periods (e.g., Black Friday, New Year), this may extend to 7-10 business days. We will communicate any significant delays proactively.

  • Custom or Backordered Items: If you have ordered a custom-configured item or a product that is on backorder, the processing time will be significantly longer. The estimated ship date for these items will be clearly displayed on the product page and confirmed in your order confirmation email.

In-Transit Time (Shipping Time)

This is the time it takes for the carrier to transport your order from our warehouse to your delivery address. Transit times are estimates provided by the carrier and are not guaranteed.

  • Continental United States:

    • Standard Shipping: 7 – 14 business days.

    • Expedited Shipping: 3 – 7 business days (if available for your items).

  • Alaska, Hawaii, and U.S. Territories: 14 – 21+ business days.

  • International Orders: 15 – 45+ business days, heavily dependent on the destination country, shipping method selected, and the efficiency of local customs clearance.

Important Note: All delivery dates are estimates, not guarantees. While we and our carriers strive to meet these timelines, factors such as weather, carrier capacity, customs delays, and logistical issues can cause delays beyond our control.

IV. Shipping Costs and Calculations

We strive to offer fair and transparent shipping pricing. The cost is not a flat fee but is dynamically calculated based on several factors:

  • Product Size and Weight: Larger and heavier items (e.g., sectionals, dining tables) cost more to ship than smaller items (e.g., accent tables, loveseats).

  • Ship-To Destination: The distance from our warehouse to your address is a primary factor.

  • Shipping Speed: Expedited shipping options will incur a higher cost.

  • Carrier and Service Level: Specialized freight services for large furniture are more costly than standard parcel service.

The exact shipping cost for your order will be calculated and displayed in your shopping cart before you finalize your purchase. There are no hidden fees.

V. Delivery Service Levels: From Curbside to White-Glove

The type of delivery service you will receive depends on the size and nature of the product(s) you order.

1. Standard Parcel Delivery (For Smaller Items)

  • Applies To: Smaller items that can be handled by one person, such as table lamps, chairs, small accessories, and some loveseats.

  • Service Description: The carrier (e.g., FedEx, UPS) will deliver the packaged item to your front door or a designated safe location at your residence. Inside delivery or unpacking is not included. The driver is not required to bring the package inside your home.

2. Threshold Delivery (For Medium/Large Items)

  • Applies To: Most sofas, sectionals, and larger tables.

  • Service Description: The freight carrier will deliver the packaged item to the first dry, ground-level entrance of your home. This could be your front door, garage, or building lobby. This service does not include inside placement, room-of-choice, unpacking, or removal of packaging materials.

3. Curbside Delivery (For Bulky & Heavy Items)

  • Applies To: Very large and heavy items, such as multi-piece sectional sets and oversized dining tables.

  • Service Description: The freight carrier will deliver the packaged item to the curb at the end of your driveway or the closest accessible point to your residence that the truck can reach. It is the customer’s responsibility to move the item from the curb into their home. We strongly recommend having at least two able-bodied adults present to handle this task.

4. In-Home Delivery & White-Glove Service (Premium Option)

  • Applies To: Any large furniture item, available for an additional fee.

  • Service Description: This premium service includes:

    • Delivery of the item into your home.

    • Placement in your room of choice.

    • Unpacking of the product.

    • Basic assembly (e.g., attaching legs to a sofa or table).

    • Removal of all packaging materials from your home.

  • How to Request: This service must be arranged prior to delivery. Please contact our customer service team at lamgiang.deckify@gmail.com after placing your order to inquire about availability and cost for your location.

VI. The Delivery Day: A Step-by-Step Guide

To ensure a successful delivery, please follow these guidelines:

Before Delivery:

  • Measure Your Space: Ensure there is a clear path from the entry point to the final room where the furniture will be placed. Measure doorways, hallways, and stairwells to confirm the item will fit.

  • Be Available: Ensure someone aged 18 or older is present at the delivery address to receive and inspect the shipment during the scheduled delivery window.

On Delivery Day:

  1. Inspect the Packaging: Before the driver leaves, carefully inspect the exterior of all boxes and packaging for any visible damage, such as tears, punctures, crushing, or water damage.

  2. Note Any Damage: If you see any external damage, you must note it clearly on the driver’s delivery receipt before you sign. Write “Subject to Inspection for Concealed Damage” or similar phrasing. Taking a photo of the damaged packaging with your phone is also highly recommended.

  3. Sign for the Shipment: Once you are satisfied with the external condition (or have noted any issues), sign the driver’s digital device or paperwork.

After Delivery:

  • Inspect the Product: Unpack your furniture as soon as possible in a well-lit area. Inspect it thoroughly for any concealed damage that may not have been apparent from the outside of the box.

  • Report Issues Immediately: If you discover any damage or defects, take clear, well-lit photographs of the damage and the packaging, and contact our customer service team within 7 calendar days of delivery. Please do not discard the original packaging until the issue is fully resolved.

VII. Policy for Damaged or Lost Shipments

Despite our best efforts, issues can occasionally occur in transit.

Damaged Shipments

As outlined above, you are our vital partner in identifying damage. By noting issues on the delivery receipt and reporting them to us promptly with photos, you enable us to file a successful claim with the carrier and expedite a resolution for you. We will arrange for a replacement, repair, or refund as quickly as possible.

Lost Shipments

If your tracking information shows that your package is delayed or has not moved for an extended period, please contact us. We will initiate a trace with the carrier. If the carrier confirms the shipment is lost, we will either ship a replacement product to you at no additional cost or provide a full refund.

VIII. Changes, Delays, and Special Circumstances

Order Changes and Address Corrections

If you need to change your order or shipping address, please contact us immediately at lamgiang.deckify@gmail.com. If your order has not yet been processed for shipment, we can often accommodate your request. Once an order has shipped, changes may be difficult, impossible, or subject to additional fees.

Delivery Delays

We will communicate proactively if we become aware of a significant delay in the processing or shipping of your order. For in-transit delays, please use the provided tracking number to monitor progress. We appreciate your patience and understanding, as some factors (like severe weather or port congestion) are beyond our direct control.

Unable to Accept Delivery

If you miss your scheduled delivery or are unable to accept it, the carrier will typically attempt re-delivery 1-2 more times. After that, the shipment may be returned to a local terminal for customer pickup or sent back to our warehouse. If a shipment is returned to us due to failed delivery attempts, we will issue a refund for the product cost, but the original shipping charges will not be refunded. Additional return shipping fees may also be deducted.

IX. Frequently Asked Questions (FAQ) on Shipping

Q: Can I pick up my order from your warehouse?
A: No, we do not offer customer pickups. We are an e-commerce-only business, and our warehouse is not set up for public access or retail sales. This allows us to optimize our operations for efficient nationwide and international shipping.

Q: Why is the shipping cost for furniture so high?
A: Furniture is bulky, heavy, and requires special handling. Unlike small parcels, it often cannot be efficiently sorted through automated systems and requires manual loading and dedicated truck space. The costs reflect the actual expenses of safely transporting these large items over long distances.

Q: Do you ship to PO Boxes or APO/FPO addresses?
A: We cannot ship large furniture to PO Boxes. For APO/FPO addresses, please contact us first, as special restrictions and shipping methods apply.

Q: The tracking number isn’t working. What should I do?
A: It can sometimes take 24-48 hours for a tracking number to activate in the carrier’s system. If it has been longer than that, please contact us with your order number, and we will investigate.

Q: What if I am not home for a threshold/white-glove delivery?
A: The carrier will typically leave a door tag with instructions on how to reschedule. Please note that repeated missed appointments may result in storage fees or the shipment being returned to us.

We thank you for choosing DECKIFY and entrusting us with the delivery of your new furniture. We are committed to ensuring this process is as seamless and stress-free as possible.

Sincerely,
The DECKIFY Team