Shipping & Delivery Information
At Sylvan Craft, our shipping partners provide a specialized service that goes above and beyond what common carriers do for their packages.
Standard delivery means that the furniture will arrive at your indicated destination, taken off the truck, and set within your property. It will not be brought inside your house, office, or other buildings. You will be responsible for bringing the furniture indoors.
Once ready for shipping, the delivery company will make contact with you to set up a delivery date and time.
Our preferred delivery companies use blanket-wrapped delivery service. This means that the furniture will arrive in the truck wrapped predominantly in blankets - not boxes or plastic wrapping. This cuts down on waste and actually provides better protection for your Sylvan Craft furniture.
If you live outside of the contiguous United States or are a business interested in buying a large quantity of furniture for further retail, please contact us for shipping costs.
Inside Delivery (White Glove)
For an additional fee (typically $100-$125) on furniture orders, we are happy to offer premium inside delivery service. This is often known as “White Glove” service. If this option is selected, the driver (or drivers) delivering the furniture will unload each ordered piece, bring the item into your home or office and set it in its desired location, provide any light assembly that may be necessary, and then clear away any wrapping and packing materials.
The delivery personnel will not be able to mount or anchor any items (such as shelves) to your walls.
If you choose standard delivery and would like to upgrade to inside delivery, please contact us as soon as possible. If the order has not been scheduled for shipping yet, we will likely be able to upgrade it for you.
General Delivery Process
You will receive an email with delivery details once your order is completed by our builders.
Our shipping partner will make contact with you to schedule a delivery appointment. They will be your main point of contact for this, but please don’t hesitate to contact us if you need anything clarified.
Shipping partners will generally make deliveries during regular business hours, 8am-5pm, Monday through Friday. Sometimes, weekend or evening deliveries are necessary. We can’t guarantee a specific delivery time and date, but our partners will do their best to find a time that works for you.
Delays may occur from time to time that are outside of our partners’ control, such as severe weather or construction causing heavy traffic.
Someone must be present when the delivery truck arrives. If no one is available and the appointment is missed, additional storage or re-delivery fees may be applied and the delivery may be further delayed.
If you choose inside delivery, please remember that items will not be mounted onto walls.
Storage and Other Delivery Notes
In some cases, you may choose to delay receipt of your furniture. We are happy to store your items for free for one month. After a month, there will be a storage fee of $75 a week.
Advanced measurement of doorways, staircases, or other passageways is essential! We cannot offer refunds on shipping costs because something didn’t fit into its final room. If there are narrow passageways, tight angles, or really tight turns, our partners may not be able to get the item into the place of your choice. No windows or doors will be removed by our partners to get an item inside a space.
It is a good idea to to remove any obstacles such as other pieces of furniture or low-hanging lights that might obstruct delivery. Please also make sure pets are out of the way during delivery.
In general, our partners will require that the final destination be on a paved road with a minimum width of 10 feet and a clearance (from bridges, tree branches, etc.) of 14 feet. There cannot be sharp curves or weight restrictions and the driver must be able to safely turn the vehicle around after delivery. If you think your home, office, or other destination may be difficult to reach, please contact us before delivery is scheduled. We’ll help figure out a way to get it to you, but additional cost may be involved.
Changes to the shipping address after scheduling has happened will incur a fee.
In the Event of Damage
Though our furniture is insured and carefully packed for protection during shipping, accidents and dings do happen. Please inspect your furniture upon arrival to make sure it has not been damaged.
Unpack everything before the delivery truck leaves to make sure that no damage during shipping has occurred. Shipping insurance will not cover damages that were not noted at the time of delivery.
If you find damage to any of your pieces, contact us right away if possible. If you cannot reach us during business hours, accept the delivery of the furniture and we will help find a solution as soon as possible.
If damages are not reported within three days, it will not be covered. Please send us photos of the damages along with your order number to: firstname.lastname@example.org.