Shipping & Return Policy
At Side & Story, we provide high-quality, unique pieces with convenient online shopping. Our products are shipped as finished pieces. Since the size and scale of our pieces are designed to make a statement, they require specialized shipping services.
Side & Story ships most large pieces via customized shipping partners to minimize trucking terminal transfers of your furniture. These partners specialize in high-end furniture delivery. We want to spare your piece of the stress that comes from being moved from a truck to a transportation terminal and then to another truck.
In most instances, your piece to be picked up by a shipping partner and delivered from the same truck that picked it up. Now, that’s special delivery! All this to say, a Side & Story purchase takes time to reach you -- and we will be there along the way.
Our Delivery Process:
Once you place an order, a Side & Story specialist will orchestrate warehouse availability and shipping of your purchase. Our target is to provide you with the estimated shipping date via email within one business day of your order. As the shipping date nears, we will send the carrier’s name and tracking number via email. We are always available for questions at firstname.lastname@example.org.
Once the ship date is secured, here's the “logistics magic” that happens:
- Your purchase order is slipstreamed into the logistics planning of our shipping partner. They map their pick-up and delivery routes to follow a first-in, last-off method. Remember: we are aiming for safe, stress-free delivery of your piece.
- On average, our shipping partner will pick up your item within 7 business days following our receipt of a tracking number.
- Delivery to you typically occurs within two weeks after pickup.
- In total, it is good plan on 4 weeks for delivery.
We know that feels like a long time, but great items, sustainably delivered are worth the wait, right?
Our In-Home Delivery shipping partners will handle any extra wrapping and all items are insured for the full sale price against any possible damage that could occur during the shipping process. They will deliver to your address and place your item inside the room of your choice (including delivery up one floor) and remove all packing materials. Light assembly is included (attaching legs is generally the only assembly needed; Infinito Etageres require more assembly than our team provides). Locations with specific delivery needs can be facilitated at an additional charge. Email or call us to discuss your needs.
Preparing for In-Home Delivery:
- Determine the clearest path from the street into your home/office.
- Measure entrances and hallways to ensure your item will fit.
- Remove any wall hangings or clutter to ensure a clear path and to prevent damage.
- Remove old furnishings to allow placement for your new piece. Unfortunately, our delivery partners are unable to remove/recycle items for you.
Discounted Delivery Pricing:
Side & Story is pleased to provide discounted In-Home Delivery services. We ship from warehouses around the US.
At check-out, we dynamically calculate the cost of delivery to your location from the warehouse with your product. The price for delivery is 10% of product cost. It is discounted from the actual cost. The shared delivery cost is part of our goal of delivering unique merchandise at fair prices while also supporting charities that mentor people coming from hard places.
Damages and Claims:
Given our specialized shipping partners, we rarely see damaged furniture at delivery. But in that rare instance, we’ve got you covered.
Once your item’s packaging is removed, check for any damages that may have occurred in transit. Take pictures of any damages and write your observations on the delivery receipt (also called a Bill of Lading). Keep possession of the damaged piece and packaging materials and contact us via email with photos and scanned delivery receipt and we’ll start the process to repair/replace your new piece of furniture.
Please contact us immediately -- no later than 3 days from delivery -- so that we can evaluate the issue and make it right. We'll need the following when you notify us:
- Your Side & Story Order Number
- Photos documenting damaged area of piece and photos of the entire piece
- Copy of the Delivery Receipt (Bill of Lading)
We want you to be ecstatic with your purchase. We offer a 30-day return policy. Returned items that are not damaged in the shipping process are subject to a 15% restocking fee and must be back at our warehouse within 30 days of the merchandise arriving at the end user’s address on the order.
You are responsible for repackaging and paying the cost of return delivery. Returned items must be shipped back in their original packaging (NOTE: our delivery partners will offer to remove shipping packaging for you -- if you are unsure about the piece please retain the shipping packaging materials), with no signs of use, wear, or damage. Upon receipt, our warehouse will inspect the package for any damage and reserves the right to partially or wholly accept or deny the return.
To start a return, you can contact us at email@example.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Shipping Return Policy
Return shipping is not free. We will charge the costs associated with return shipping for your purchase. We will provide a quote for you as a part of our correspondence with you which will include shipping instructions and a return address.
We will notify you once we’ve received and inspected your return, and whether the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
We are committed to your satisfaction. Here’s our promise to you: we will be at your side, communicating product availability, shipping plans and keeping you apprised along the way. We are as eager as you are for you to begin the enjoyment of your piece. We are here to help you love the stories at your side. Email us at firstname.lastname@example.org