Yes. Ellerow offers complimentary Standard Delivery on eligible orders within the contiguous United States.

Alaska, Hawaii, Puerto Rico, and other non-contiguous or remote U.S. regions are not eligible for free shipping. Additional freight charges may apply based on the item, shipment size, and destination.

Please contact support@ellerow.com before ordering for availability and a freight quote.

Standard Delivery includes transportation to your shipping address and delivery to an accessible curbside or ground-level exterior location.

Standard Delivery does not include:

• Delivery inside your home or building
• Room-of-choice placement
• Carrying items upstairs
• Unpacking or assembly
• Installation or setup
• Packaging removal
• Removal of old furniture or fixtures

For eligible items, you may request optional White-Glove Delivery for an additional fee.

Delivery time depends on product availability and fulfillment location.

In-stock items fulfilled from U.S. inventory

• Processing: 2–5 business days
• Transit: 5–10 business days
• Estimated total: 7–15 business days

Specialty or internationally fulfilled items

For select specialty, made-to-order, or inventory-limited products fulfilled through authorized international partners:

• Processing or production coordination: 15–25 business days
• International transit and import processing: 30–45 business days
• Estimated total: 45–70 business days

Delivery timelines are good-faith estimates and are not guaranteed. Carrier capacity, customs processing, weather, regional restrictions, and other logistical circumstances may affect delivery.

Not always. Items may ship separately due to:

• Product availability
• Warehouse location
• Product type
• Fulfillment origin

Where available, separate tracking information will be provided for each shipment.

Large furniture, freight, scheduled, and White-Glove deliveries generally require an adult aged 18 or older to be present to inspect and sign for the shipment.

Requirements for standard parcel deliveries may vary by carrier.

For scheduled freight or White-Glove Delivery, the final-mile carrier may contact you to arrange an appointment after your shipment reaches the local delivery terminal.

Available dates depend on:

• Delivery location
• Carrier capacity
• Selected service level
• Customer availability

Ellerow and its delivery partners cannot guarantee a specific delivery date.

Contact support@ellerow.com as soon as possible if your delivery requires:

• A gate or access code
• A Certificate of Insurance (COI)
• An elevator reservation
• Loading-dock coordination
• Restricted delivery hours
• Special parking arrangements
• Other building-specific requirements

Providing these details early can help prevent delays and additional carrier charges.

First, check your tracking information for the latest update. If tracking has stopped updating, contact the carrier or support@ellerow.com for assistance.

If an order cannot be delivered within 90 days of the order date for reasons not caused by the customer, you may request cancellation and a full refund.

Custom or made-to-order products delayed beyond a reasonable extension of the estimated timeline—for example, more than 120 days from the order date—will be reviewed in good faith to determine an appropriate resolution.

Ellerow currently ships only to valid addresses within the United States. We do not ship to customer addresses outside the United States.

Delivery to Alaska, Hawaii, Puerto Rico, and other remote U.S. regions may be available for an additional freight charge and may require more transit time.

Contact support@ellerow.com before ordering to confirm availability and request a quote.

Fulfillment location depends on inventory availability and product type.

Some specialty, made-to-order, or inventory-limited products may be fulfilled through Ellerow’s authorized international partners. For qualifying orders, Ellerow covers applicable import duties and taxes, so you will not receive unexpected customs charges after checkout.

Additional charges may apply if delivery cannot be completed because of:

• An incorrect or incomplete address
• Failure to accept delivery
• Failure to respond to scheduling attempts
• A missed delivery appointment
• Failure to collect a held shipment

Applicable charges may include return freight, storage, carrier handling, re-delivery, or re-shipment fees.

If the delivery issue was caused by Ellerow, no additional charges will apply.

Contact support@ellerow.com as early as possible.

Storage or delayed-delivery options depend on the warehouse and delivery carrier and cannot be guaranteed. Storage, handling, or re-delivery fees may apply.

Before placing an order, please make sure your delivery address, access route, and intended space will be reasonably ready to receive the item.

White-Glove Delivery is an optional paid in-home delivery service for eligible oversized, heavy, or premium items.

Depending on the product, delivery location, building access, carrier availability, and safe delivery conditions, the service can include:

• Delivery inside your residence
• Placement in your room of choice
• Transportation up to two flights of stairs where safely accessible
• Professional unboxing
• Placement in your preferred location
• Removal of delivery-related packaging debris
• Basic assembly of eligible non-electrical furniture

Service availability and included features must be confirmed for each order.

White-Glove Delivery rates are:

• $300 for the first item
• $200 for each additional item

White-Glove fees are charged separately from product pricing. Service availability and final pricing depend on the items in your order and the delivery destination and will be confirmed before shipment scheduling.

Complimentary curbside Standard Delivery remains available for eligible orders if you do not select White-Glove Delivery.

Contact support@ellerow.com before placing your order or as soon as possible after checkout.

Please include:

• Product name
• Complete delivery address
• Floor level
• Number of flights of stairs
• Elevator availability
• Building access requirements
• Certificate of Insurance requirements, if applicable
• Loading-dock or restricted-hour requirements

Ellerow will review your request and confirm service availability and pricing.

After your shipment reaches the local delivery terminal, the assigned carrier will contact you to arrange a delivery appointment.

No. White-Glove Delivery for lighting products includes room-of-choice delivery only.

The service does not include:

• Hardwired lighting installation
• Electrical wiring
• Wall mounting
• Structural modifications
• Any work requiring a licensed professional

All electrical installation must be completed separately by a licensed local electrician arranged by the customer.

Basic assembly, when included, applies only to eligible non-electrical furniture.

Before delivery, you are responsible for:

• Confirming the packaged item fits through all access points
• Measuring doorways, hallways, staircases, elevators, and ceiling clearance
• Clearing the delivery path and destination room
• Arranging any required elevator or loading-dock reservations
• Informing Ellerow of COI or restricted delivery-hour requirements
• Ensuring an adult aged 18 or older is present to inspect and sign for the shipment

Delivery teams are not authorized to move existing furniture, personal belongings, or other items in your home.

If in-home delivery cannot be completed safely because of access limitations, inaccurate measurements, building restrictions, or unsafe conditions:

• The delivery team may modify or limit the service
• Delivery may be changed to curbside where feasible
• The shipment may be returned under Ellerow’s Return & Refund Policy
• Handling, storage, re-delivery, or return freight charges may apply

White-Glove service fees are non-refundable once the delivery team has been dispatched.

Delivery teams reserve the right to decline or modify in-home service when conditions are unsafe or inaccessible.

Before ordering, compare the item’s packaged dimensions with the entire delivery route—not only the final room.

Measure the narrowest point of every:

• Exterior and interior doorway
• Hallway and corner
• Staircase and landing
• Elevator entrance and interior
• Ceiling or overhead obstruction
• Final placement area

For safe maneuvering, the narrowest point along the delivery route should be approximately 2–3 inches (5–8 cm) wider than the packaged item’s smallest dimension.

Product dimensions shown on Ellerow.com do not include packaging. Packaging can add approximately:

• 2.4 inches to the item’s length and width
• 6.3 inches to the item’s height

Also consider door handles, trim, railings, light fixtures, and tight turns that may reduce the available clearance.

Allow enough space to use the furniture safely and comfortably.

Remember to account for:

• Drawers and cabinet doors
• Chairs pulled away from tables
• Swivel or reclining mechanisms
• Walkways and traffic flow
• Floor and wall vents
• Electrical outlets and switches

Where practical, we recommend leaving at least 30 inches (76 cm) of walking clearance around frequently used areas.

Before ordering a lighting fixture, confirm:

• Ceiling height
• Fixture width and height
• Canopy dimensions
• Adjustable chain, cord, or rod length
• Clearance beneath the fixture
• The dimensions of the table, island, or surface below it

Pendant lights and chandeliers above dining tables or kitchen islands are typically installed 30–36 inches (76–91 cm) above the surface.

The ideal height depends on the fixture, ceiling height, room proportions, and intended use. Final placement and installation should be confirmed by a qualified local installer.

Access limitations and inaccurate measurements are not considered product defects.

If delivery cannot be completed because the item does not fit through the available access route:

• Delivery may be changed to curbside where feasible
• Storage or re-delivery fees may apply
• The shipment may be returned
• The customer may be responsible for handling and return freight charges

White-Glove service fees are non-refundable once the delivery team has been dispatched.

Any approved return remains subject to Ellerow’s Return & Refund Policy.

Eligible items can be returned within 30 days of delivery.

To qualify for a return, the item must be:

• Unused
• Uninstalled and unassembled
• Undamaged
• Returned in its original packaging, including the outer carton or crate
• Returned with all accessories, hardware, and manuals
• Accompanied by proof of purchase, such as an order number or receipt

All returns require advance approval from Ellerow. Contact support@ellerow.com before sending an item back.

Returns sent without authorization may be refused or delayed.

The following items are not eligible for return:

• Custom or made-to-order products
• Final-sale or clearance items
• Installed, assembled, or used items
• Items returned outside the 30-day return period

Exceptions may apply where required by law or when a product has a verified manufacturing defect.

Responsibility for return costs depends on the reason for the return.

Shipping damage or manufacturing defect

For verified shipping damage or manufacturing defects reported within the applicable inspection period, Ellerow will cover the associated return shipping costs.

Customer-preference return

If you return an item because of a change of mind, color preference, size selection, or another personal reason:

• You are responsible for return shipping
• Ellerow will deduct 25% of the order amount from the refund

The 25% deduction covers costs including the original shipping paid by Ellerow, handling, re-shelving, and refund-processing expenses.

Yes, an eligible item can be exchanged after receiving approval from Ellerow.

For a customer-preference exchange:

• You are responsible for return shipping
• You are responsible for shipping the replacement item
• A 10% processing fee based on the order amount will apply

The processing fee covers restocking, handling, additional warehousing, and administrative expenses.

Contact support@ellerow.com before returning the original item.

Do not send a return to:

• The original shipping address
• Ellerow’s office address
• Any warehouse address displayed elsewhere on the website

After your return is approved, Ellerow will assign an authorized return warehouse and provide the correct return address and shipping instructions.

Unauthorized returns may be refused or delayed.

Once the returned item has been received, inspected, and approved, Ellerow typically processes the refund within 7–14 business days.

Refunds are issued to the original payment method.

Your bank, card issuer, or payment provider may need additional time to post the refund. Large-value transactions, international payment methods, or orders requiring additional verification may also take longer.

If your refund has not appeared within a reasonable period after receiving confirmation, contact support@ellerow.com.

If a shipment is returned because delivery could not be completed, contact Ellerow within 30 days of the shipment being marked as returned.

You can request re-delivery after the returned shipment has been received. Applicable charges can include:

• Return freight
• Carrier handling
• Storage
• Re-delivery or re-shipment fees

The exact charges will be provided for approval before re-delivery.

If you decline re-delivery, an eligible refund can be issued after the item is received and inspected. Shipping, storage, return freight, and applicable handling charges can be deducted from the refund.

If Ellerow does not receive a response within 30 days, the order may be treated as abandoned in accordance with Ellerow policy.

Inspect the item and its packaging as soon as possible after delivery.

Visible shipping damage should preferably be reported within 24 hours and within the 48-hour inspection period.

Contact support@ellerow.com and provide:

• Your order number
• Photos of the outer packaging
• A photo of the shipping label
• Clear photos of the damaged area
• A brief description of the damage

Keep the item and all original packaging until Ellerow has reviewed your claim. Do not install, assemble, use, or discard the item or packaging.

For verified shipping damage or manufacturing defects reported within the inspection period, Ellerow will provide an appropriate resolution, which can include:

• Repair coordination
• Replacement
• Exchange
• Refund

Ellerow will cover the associated return shipping costs for approved damage or defect claims.

Contact support@ellerow.com as soon as you discover the issue.

Claims submitted after the 48-hour inspection period will be reviewed individually based on:

• Available photos and other evidence
• Carrier records
• Product condition
• Original packaging condition
• The nature of the reported damage

If you request a full replacement after the inspection period has expired, additional charges may apply. Inspection, repackaging, restocking, and manual handling fees can total up to 10% of the original order value.

Reporting damage promptly gives Ellerow the best opportunity to verify the issue and resolve the claim with the carrier.

Contact support@ellerow.com promptly and provide:

• Your order number
• Photos of the item received
• Photos of the packaging
• A photo of the shipping label
• A list of missing or incorrect items or parts

Keep the product and all original packaging until Ellerow completes its review.

Ellerow will investigate the issue and provide an appropriate resolution, such as sending replacement parts, replacing the item, arranging an exchange, or issuing a refund where applicable.

First, check:

• The delivery location shown in the tracking details
• Front, side, and rear entrances
• Nearby safe delivery areas
• Household members
• Neighbors, building staff, or reception
• Parcel lockers or mailrooms

Then contact the carrier directly to confirm where the shipment was left.

If you still cannot locate it, contact support@ellerow.com with your order number and tracking details. Ellerow will assist with the carrier investigation or claim process.

Ellerow offers two programs for qualified design, purchasing, and commercial professionals.

Trade Program

The Trade Program supports professionals working on residential and smaller commercial projects, including individual client homes, model homes, and boutique spaces.

Contract Program

The Contract Program is designed for larger commercial projects, including:

• Hospitality
• Multifamily developments
• Offices
• Restaurants
• Retail spaces
• Other large-scale commercial environments

Available services and benefits depend on your account type, project size, product requirements, and order volume.

Qualified professionals can apply, including:

• Interior designers
• Architects
• Builders and contractors
• Property developers
• Purchasing agents
• Furniture retailers
• Hospitality professionals
• Property managers
• Design-build firms

Additional business or project information may be requested during the application review.

Benefits depend on program eligibility, project scope, and order requirements and can include:

• Professional pricing
• Dedicated project support
• Project-specific quotations
• Product customization assistance
• Material or finish samples
• Technical documentation
• Order coordination
• Delivery and logistics planning

Approved benefits will be confirmed based on your account and project.

Customization is available for select furniture and lighting products, depending on:

• Product type
• Order quantity
• Technical feasibility
• Production requirements
• Project timeline

Available options can include:

• Dimensions
• Materials and finishes
• Upholstery and fabrics
• Colors
• Lighting specifications
• Construction details

Contact support@ellerow.com with the product name, quantity, requested changes, and project timeline. The Ellerow team will review your request and confirm available options.

Complete the application form on the Ellerow Trade or Contract page.

You can also email support@ellerow.com with:

• Your name and business information
• Business website or professional credentials
• Project type and location
• Product list or requested quantities
• Estimated project timeline
• Customization or delivery requirements

The Ellerow team will review your information and contact you regarding eligibility and next steps.

Yes. Eligible Ellerow products are covered by a Limited Warranty against specified manufacturing defects in materials and workmanship.

The warranty:

• Begins on the product’s delivery date
• Applies only to the original purchaser
• Covers normal residential, non-commercial use
• Cannot be transferred to another owner

Warranty coverage is separate from Ellerow’s Return & Refund Policy. Review the full Limited Warranty for product-specific coverage, exclusions, and claim requirements.

Warranty coverage varies by product category and component.

Three-year coverage

Examples include eligible:

• Indoor furniture structural components
• Upholstery frames and support systems

Two-year coverage

Examples include certain:

• Office chairs
• Mechanical furniture components
• Outdoor furniture structures

One-year coverage

Examples include eligible:

• Integrated LED systems
• Upholstery fabrics and leather
• Cushion tailoring
• Specified motion components

These are general examples only. Review the Limited Warranty for the exact coverage period, conditions, and exclusions that apply to your product.

No. Natural and handcrafted materials will vary from piece to piece.

Expected variations can include:

• Wood grain, knots, and color
• Marble veining
• Stone texture and tone
• Leather markings
• Metal patina
• Hand-applied finishes
• Other artisan-made characteristics

These natural differences contribute to the individual character of each product and are not considered manufacturing defects.

The Limited Warranty does not cover damage caused by:

• Normal wear and aging
• Accidents, misuse, or neglect
• Improper assembly or installation
• Improper cleaning or maintenance
• Unsuitable storage
• Prolonged environmental exposure
• Excessive heat, moisture, or humidity changes
• Pet damage
• Natural disasters
• Unauthorized repairs or alterations

The following products are also generally excluded unless stated otherwise or required by applicable law:

• Clearance and final-sale items
• Floor samples
• Custom or made-to-order products
• Decorative items not listed as covered

Review the complete Limited Warranty for all terms and exclusions.

Email support@ellerow.com and include:

• Your order number
• Proof of purchase
• A description of the issue
• Clear photos of the complete product
• Close-up photos or videos showing the problem
• Installation or assembly details, where relevant

Do not arrange repairs or alterations before receiving instructions from Ellerow.

All claims must be reviewed and approved in writing. If Ellerow confirms a covered manufacturing defect, the available resolution can include repair or replacement with the same or a comparable product.

Refund eligibility is governed separately by Ellerow’s Return & Refund Policy.

Stop using the product immediately if the issue could affect safety.

Contact support@ellerow.com and provide:

• Your order number
• Installation or assembly details
• Photos or videos of the issue
• A description of when and how the issue appeared

Installed or assembled products are not eligible for a customer-preference return.

Verified manufacturing defects will be reviewed under Ellerow’s Limited Warranty and applicable law. Damage caused by improper installation or assembly is not covered.

Standard Delivery does not include assembly or installation.

White-Glove Delivery can include basic assembly for eligible non-electrical furniture when confirmed as part of the service.

White-Glove Delivery does not include:

• Hardwired lighting installation
• Electrical wiring
• Wall mounting
• Plumbing or structural work
• Services requiring a licensed professional

All electrical work must be completed by a licensed local electrician arranged by the customer.

Always follow Ellerow’s Care Guide and any instructions provided with your product.

General care recommendations include:

• Keep products away from prolonged direct sunlight
• Avoid excessive heat, moisture, and major humidity changes
• Clean spills promptly
• Use soft, non-abrasive cloths
• Test cleaning products in a hidden area first
• Avoid dragging furniture across the floor
• Check and tighten eligible hardware periodically

Do not use abrasive cleaners or products containing ammonia, silicone, solvents, or acids unless they are specifically approved for the material.

Damage caused by improper cleaning, care, storage, or maintenance is not covered by the Limited Warranty.