Our Policies for Shipping and Delivery

 

When will my order ship?

We search the world to bring you the best assortment of products. Depending on what you order, your item might be sitting on a warehouse shelf just around the corner or be custom-made for you overseas. These factors impact the lead-time required to prepare your order for shipment. We will give you as much information as possible every step of the way during your order process and while you wait for your order to arrive.

Each product has an estimated time frame for shipment displayed prominently on the product page. The time frame listed does not include transit time, which typically ranges from 7 to 15 business days.

After your order is placed, we will send you an email confirming the estimated ship date. For accessory orders that are in stock, we will email you with tracking information within 1-2 business days.

Please note that for some orders, items may ship separately. We will let you know how many deliveries to expect when you place your order.

When your order ships, we will email you with specific carrier and tracking information whenever possible.

How will my order ship?

We will ship your order in the fastest and most reliable way possible. For furniture orders, please make note of the shipping method selected for each product and read the information below to prepare for the delivery of your furniture. If you have questions at any time, please contact us.


Accessories & Small Furniture Items

Small parcel items ship via UPS, FedEx or USPS and generally take 3-10 business days to arrive. A signature is not required at delivery in most cases. We will email you when your order is ready to ship and provide specific carrier and tracking information.


Furniture & Other Large Items

Standard Shipping:

With this self-service delivery option, items ship via truck with curbside service and generally take 1-2 weeks to arrive. You will be required to bring the packages from the curbside into your home and assemble the product if necessary. For heavy or large items, please be sure to ask a friend, family member or neighbor to help you at the delivery. The shipping company will contact you a day or two in advance to arrange a window of time for delivery. Deliveries take place Monday – Friday during business hours. A signature is required at delivery.

Threshold or Inside Delivery:

The delivery driver will bring the furniture just inside the most accessible entrance of your home. This might be your garage or your front door. You are required to unpack the item(s) and assemble the product if necessary. The delivery driver will not place the furniture in your home. The shipping company will contact you a day or two in advance to arrange a window of time for delivery. Deliveries take place Monday-Friday during business hours. A signature is required at delivery.

White Glove Delivery:

This is a full service delivery, which includes the placement of furniture in your room of choice, assembly of furniture and the removal of packaging. White Glove Delivery service is not available for all furniture items. You will be contacted in advance to schedule a window of time for delivery. Deliveries take place Monday-Friday during business hours. A signature is required at delivery.

Please Note: Although all methods of shipping are not listed for each product on our website, please contact us if you require a different level of service than what appears available. We will work with you to provide the level of service you desire whenever possible. Additional charges may apply.

Local White Glove Delivery Services

At IronHorse Home, we offer the highest quality delivery services to our local customers. Customers in the San Francisco Bay area have the benefit of our own team carefully delivering your fully assembled furniture and placing it right where you want it. We schedule an appointment time so you don’t have to waste any time waiting around. Our team has years of experience and vast knowledge of the products we sell.

Although local delivery may not be listed as an option when ordering furniture items on our website, we will contact local customers to offer this service whenever possible. In some cases, our local white glove delivery services are less expensive than the shipping cost provided for that item. We will always offer you the highest quality and most affordable delivery options. For local customers, that means we will reduce or eliminate the shipping costs on your order whenever possible.

Please contact us if you have questions about the availability or cost of our local white glove delivery services. For some orders, we may offer this service outside of the greater San Francisco Bay area.

How much does shipping cost? Accessories

We offer free shipping on accessory orders of $99 and above. For accessory orders under $99, we charge a $10 flat fee for shipping. Free shipping is available for some accessory items. “Free shipping” will be noted on the product page and in the cart for those items.

Furniture & Large Items

We offer free shipping on as many furniture items as possible. For items that have a cost for shipping, the cost and shipping options will appear in your shopping cart. Shipping costs vary depending on the item and the level of service. Please contact us if the shipping service you desire is not listed as an option or if you have questions regarding shipping for any item on our website.

International Shipping

At this time, we ship only to addresses within the contiguous 48 United States.

What if my order arrives damaged?

If by some chance, your item was damaged during transit, please contact us as soon as possible. For damaged furniture, we will ask you to send pictures of the damaged products as well as packaging. Please keep all product packaging until the issue is resolved. In some cases, you may need to send the damaged product back to us. We will work with you and the shipping company to resolve the issue as quickly and efficiently as possible. Solutions may involve replacing the damaged part of the item, full replacement or repair.

It is critical that you inspect your order upon delivery. Orders delivered via a freight carrier specifically must be inspected upon delivery of the item. Please note any damage on the paperwork if possible. Please contact us immediately if you find any issues.

Cancellations

When we receive your order, we get to work on it right away. This means that once we receive your order, changes and cancellations are not always possible. If you need to cancel or change your order, please contact us right away.

Please keep in mind that once an order has shipped, it cannot be canceled. If you refuse an order, it will then fall under our standard refused shipment policy, where round-trip shipping costs will be deducted from your refund.

Returns

We want you to be happy with your order and your experience shopping at IronHorse Home! We completely understand that keeping the return process simple is part of that enjoyable shopping experience. We have a 10 Day Return Policy for most gift and accessory items. Some exclusion’s apply and are discussed below.

How do I return an item

Before returning an item, please contact IronHorse Home to obtain return instructions. Items must be unused, in their original condition, and in their original packaging. If we receive a returned item that shows signs of wear or use, a restocking fee will apply.

The return must be within 30 days of receiving the item.

Once we receive your return, please allow 1-2 weeks for processing. Refunds are made in the same form as the original payment or by store credit. As long as the returned product is in its original condition and packaging, you will be refunded the full purchase price of the item (including tax) less any shipping fees you paid on the order.

If the return is not due to damaged merchandise, you are responsible for shipping the returned item to us.

Items that cannot be returned

Special Order items may not be cancelled or returned more than 24 hours after placing the initial order. What is a custom order? Any item that IronHorse Home does not stock.

Bedding, Pillows and Mattresses

Gift cards are non-returnable and non-refundable.

We cannot accept returns on items damaged through normal wear and tear.

Please keep in mind that some policies may be different in Store.

Free Local Pickup at our Emeryville CA Warehouse

Our Warehouse is located at:

4000 Harlan Street Emeryville, CA 94608