Free Shipping Across the Lower 48
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Every order ships free within the contiguous United States. No minimum, no handling fee, no freight surcharge added at checkout.
Inside delivery is available as an upgrade. Instead of a curbside drop, your delivery team brings the piece inside the first threshold of your home, such as a garage or entryway. The cost shows at checkout based on your order total. Already ordered and want to add it? Contact us right away and we'll see if it's still possible.
Free shipping covers the contiguous 48 states and DC. Orders to Alaska, Hawaii, and US territories are welcome and check out at no shipping charge, but they need a freight quote before we can process them. See below.
You can place your order normally and checkout won't add a shipping charge. Before we charge your card, we get a freight quote for your address and email it to you.
Nothing is charged and nothing ships until you approve that quote. If the cost doesn't work for you, tell us and we'll cancel the order in full at no cost. We'd rather quote you honestly than surprise you.
A small number of addresses cost far more to reach than standard freight covers: island and ferry access locations, long private or unpaved drives, and homes a full size freight truck can't get close to.
These work the same way as Alaska and Hawaii orders: we contact you with a quote before charging your card, and you can accept the additional cost or cancel at no cost. If you think your address might qualify, email us before you order and we'll check it in advance.
You'll get a confirmation email as soon as you place your order. That email means we have your order and your card has been pre-authorized. It does not mean the piece has shipped.
We then contact the supplier to confirm the item is available. If it's on backorder or unavailable, we void the pre-authorization and email you. If it's available, we process the charge and submit your order to the manufacturer within 5 business days.
Nearly everything we sell is built to order rather than pulled off a warehouse shelf, and lead times differ a lot by manufacturer, collection, and season. Because of that we don't publish one number here that would be wrong for half the catalog.
The lead time for a specific piece is shown on its product page. Your order confirmation email also includes the production estimate for what you ordered, so you'll have it in writing either way. If you want to know before you buy, email or call us and we'll check with the manufacturer.
Once your order ships you'll get an email with tracking information, usually within 24 hours of the piece leaving the manufacturer. If you don't have tracking within 2 business days of that email, email CustomerSupport@RattanImports.com or call 775-372-8826 and we'll chase it down.
Nearly everything we sell ships by LTL freight rather than UPS or FedEx, which works differently from a parcel delivery in two ways worth knowing before you order.
Delivery is curbside. The driver brings the piece to the end of your driveway or the curb in front of your home. Freight carriers do not bring items inside, up steps, or into a building. If you're in an apartment or condo, on an upper floor, or you won't have help on hand, add inside delivery at checkout.
The carrier schedules with you. Once your piece reaches the local freight terminal, the carrier calls or emails you to book a delivery appointment. Please respond quickly. If they can't reach you within 2 business days, the terminal can start charging daily storage on your shipment.
If you ask for delivery more than 5 business days out, or you're unreachable for more than 5 business days after the carrier first contacts you, the freight terminal charges storage on your piece.
Those fees come from the carrier, not from us. They average around $50 per day and vary by terminal. We'll send you a separate invoice for the exact amount we're billed, with the carrier's paperwork attached.
If that invoice goes unpaid, the carrier returns the shipment to the manufacturer. In that case you're responsible for the reroute charge, and your refund is reduced by the storage and reroute costs along with any applicable restocking fee.
None of this is money we want. Answering the carrier's first call avoids all of it.
Every piece is guaranteed to reach you undamaged. Freight damage is uncommon, but when it happens we replace the item at no cost to you, provided you note the damage on the bill of lading and refuse the delivery. That one step is what makes a claim straightforward, which is why we ask you to inspect before you sign.
This is the single most important thing you can do to protect your order.
Look over the packaging and the piece itself before you sign anything. If you see damage, write it on the bill of lading (the delivery paperwork the driver hands you) and refuse the shipment. The carrier returns it to the manufacturer and we arrange a replacement at no cost to you.
Once you accept and sign for a delivery, responsibility for return freight shifts to you, and manufacturers routinely deny damage claims that weren't noted at delivery.
If you find damage after accepting delivery, photograph it right away and email the photos to CustomerSupport@RattanImports.com within 48 hours of delivery. Inside that window we can still file a freight claim and arrange a replacement at no cost to you. After 48 hours the carrier will not accept a claim, and there's very little we can do.
You can cancel at no charge any time before we submit your order to the manufacturer.
Once your order has been submitted and the supplier has started processing it, cancellation carries a $50 fee. That covers what the supplier charges us to pull an order already in their queue.
Once your order has shipped it can no longer be cancelled. It becomes a return, covered below.
If a piece doesn't work out, you can start a return within 30 days of delivery.
Returns are subject to a 25% restocking fee plus return freight. The restocking fee isn't ours to waive, it's what the manufacturers charge us on returned furniture. Return freight is whatever the carrier charges to bring the piece back, and it comes out of your refund rather than being billed to you separately.
To qualify for a return, the piece must be unmodified, in original condition, with all accessories included, and in its original packaging. Hang onto the box and keep it in good shape until you're certain you're keeping the piece. If the original packaging is gone, you're responsible for packing it well enough to survive freight.
We'll arrange the return shipping for you. You don't need to book freight yourself, and the cost is deducted from the refund along with the restocking fee.
Refunds are issued once the manufacturer receives the piece and confirms its condition, and always go back to the original card.
Items that arrive damaged or turn out to be defective are never subject to the restocking fee or return freight. That includes manufacturing defects found after delivery. Email CustomerSupport@RattanImports.com with photos and we'll take it from there.
If you refuse a delivery for a reason other than visible damage, we issue a refund once the piece is back with the manufacturer, minus return freight and the 25% restocking fee.
Occasionally a piece is discontinued, a supplier price changes, or a listing turns out to be wrong. When that happens we may cancel the order and refund you in full. We'll always email you first.
Email CustomerSupport@RattanImports.com or call 775-372-8826, Monday through Friday, 9:00am to 6:00pm EST. We also offer free interior design consultations if you want help working out whether a piece fits your space.