Delivery & Returns
All products go into production when we process your order. After you press check out, we work to order needed fabrics, and source any metals or glass materials, and hunt for the perfect slab of stone, if applicable. We then also begin to work with our workroom in Los Angeles to make your item(s).
Our production lead-time is currently 15 to 20 weeks, due to COVID related challenges in supply chain. If your order needs to be expedited, this may be a possibility but we cannot promise shorter lead-times. Email us at firstname.lastname@example.org for this request.
We only use high quality and reliable delivery partners who are experienced in delivering high value, delicate items. All standard delivery quotes are for white glove service for all items.
Connate Home furniture is delivered via our partnered white glove service providers to ensure the best delivery possible. White glove delivery includes inside delivery and the removal of all packaging materials. White Glove delivered items require 3-10 days of handling time prior to transit time.
Products requiring installation such as beds, and art are also delivered via our partnered white glove service.
Decorative objects, lighting, rugs, and material samples are shipped via ground service, unless air is requested. We strive to ship all orders within one business day of product ready date. You will receive a confirmation e-mail once your order has shipped.
At checkout our third-party White Glove Delivery Service quotes delivery charges, and they may be estimates and subject to change once delivery is finalized. Delivery charges are as accurate as possible but, in some cases, there will be additional costs and fees involved, if this is the case we will contact you immediately to clarify the situation.
Please note, you are responsible for ensuring that items you order can be
delivered to your property, room, or destination of choice, with safe and
Customer Managed Delivery
If you choose to manage your own freight and delivery, Connate Home must be notified of the specific details of the movement such as the desired date of pickup.
The fee to move the product from a manufacturer to a terminal for “customer’s own” pick-up will be added to the balance due. All shipments are moved through a Bill of Lading (BOL) or carrier’s automated delivery system.
The location of the pick-up by the client or the client’s agent may trigger sales tax responsibility at that location.
Ownership of the product transfers to the customer (owner) upon the freight carrier taking possession of the order for transport. Therefore, responsibility for damage occurring in-transit is the owner’s.
For orders outside of the USA, additional costs may be incurred including import duties and taxes. International shipping quotes available upon request. All international shipments require Certificate of Origin.
There is a $50 fee and a 24 hour lead time. Please contact your respective customs office for further information about specific duties and taxes for your country.
In addition, we are required by law to disclose the full value of package contents and cannot alter the value of your invoice or receipt.
Receipt of Product & Inspection
When receiving shipments with a BOL, a signature on the BOL confirms that the products are received in good condition unless exception is made on the BOL.
When receiving parcel deliveries, a signature on carrier automated handheld confirms that the products are received in good condition.
If the merchandise is refused upon delivery for quality or damage issues, the receiver should contact Connate Home immediately.
If the driver must “drop and dash”, the receiver should note on the BOL that any concealed damage of boxed or crated product will be the responsibility of the carrier or the manufacturer as determined upon inspection of the product.
Inspect the cartons or crates carefully. If there is any visible damage to the packaging, note it on the BOL or report to the parcel carrier representative. Take photos of any damage to the packaging, this is necessary to expedite damage claim resolution.
Unpack the cartons or crates. Inspect all merchandise carefully. Cartons and crates should always be unpacked in your presence. Never discard original packaging until satisfied with the delivery.
If you are unable to inspect the merchandise at the time of receiving the shipment, note on the BOL that any concealed damage of boxed or crated products will be the responsibility of the carrier or the manufacturer as
determined upon inspection of the products.
Connate Home must be notified within 48 hours of any concealed damage that is found. Keep a copy of the BOL. Save the packaging material and take pictures of the damage.
All claims should be reported to our Concierge Team at email@example.com. However, when appointing their own carrier, client is responsible for filing claims with the appointed carrier.
Product Quality and In-Transit Damage Reporting
Products are inspected by the manufacturer prior to release to ensure that the order is in good condition, complete, and ready for shipment.
The carrier is responsible for a complete inspection of the products at the point of origin. Any damage must be noted on the BOL.
The signed BOL is confirmation by the carrier that they have accepted responsibility for delivering the products in the condition in which they were received. Inspections of the boxed or crated products are limited to the exterior of the packages. Exceptions must be noted and the packages
opened at once if the condition of the cartons or crates appears compromised.
All freight damage claims must be made directly to Connate Home within 48 hours of receipt.
If you appoint your own carrier, freight claims must be filed directly with your appointed carrier. Connate Home is not responsible for a customer’s own, or third-party, freight damage and claims.
Once an item has shipped, cancellation is not possible.
Furniture, Custom and Special-Order items cannot be cancelled.
Returns & Exchanges
All furniture and rugs sold on Connate Home are made to order, custom to you, and can only be returned if deemed to be faulty. Please inspect your purchase immediately upon delivery. If there is a problem with your order, contact us within three (3) days of receipt. If you receive a damaged, defective, or incorrect item, we will work with you to make things right.
You may email us at firstname.lastname@example.org.
Do not attempt a return without first having obtained a written authorization.
You will be responsible for the cost of returning the goods to us and will remain responsible for any and all returned goods until they reach our warehouse.
A traceable return shipping method is required (FedEx, UPS, etc). Returns must be received in original condition and in the original packaging. Credit card orders will receive refunds in the form of a credit back to the original account. Shipping and Delivery Service charges are not refundable.
In the event you have any problem or concern with an order we will connect you with our knowledgeable staff to ensure the issue is resolved to the best of our ability.