Shipping policy

At Ellerow, we aim to make delivery as clear and straightforward as possible. Please review the following shipping information before placing your order.

1. Standard Delivery (Free Shipping)

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

Standard Delivery includes:

  • Transportation to the shipping address provided at checkout

  • Curbside or ground-level exterior delivery at a location safely accessible to the carrier

  • Tracking updates, where available

Standard Delivery does not include:

  • Inside delivery or placement in a specific room

  • Carrying items upstairs or through restricted areas

  • Unpacking, assembly, installation, or packaging removal

  • Removal of existing furniture or fixtures

  • Scheduled appointments for standard parcel shipments where not offered by the carrier

Customers must ensure their delivery address is accessible to the assigned carrier.

2. Optional White-Glove Delivery

For select oversized, heavy, or specialty furniture items, White-Glove Delivery may be available for an additional fee.

Depending on the product and delivery location, this service may include:

  • Delivery appointment coordination

  • Delivery inside the residence

  • Placement in a designated room, subject to safe access

  • Basic unpacking and packaging removal, where applicable

White-Glove Delivery does not include wall mounting, lighting installation, mirror or artwork installation, or any electrical, plumbing, or structural work.

Service availability and pricing depend on the product's size, weight, category, and delivery location.

White-Glove Delivery must be arranged and confirmed before shipment. Once an order has shipped, this service cannot be added.

Product Dimensions & Property Access

Customers are responsible for reviewing product dimensions before purchase and ensuring the item can be safely delivered to its intended location.

This includes confirming adequate clearance through:

  • Entry doors, door frames, and building entrances

  • Hallways, corridors, and narrow passages

  • Staircases, landings, and turns

  • Elevators, elevator entrances, and elevator doors

  • Doorways and available space within the designated room

If an item cannot be delivered or placed because its dimensions exceed the available space or access clearance, the resulting delivery failure is the customer's responsibility, not Ellerow's, unless the issue results from an error by Ellerow.

For safety reasons, delivery personnel may decline or modify in-home services if access conditions are unsafe or restricted.

If White-Glove Delivery cannot be completed due to customer-related access limitations, White-Glove Delivery fees are non-refundable. Delivery may be completed curbside where feasible, or return arrangements may be required.

If the customer requests a return because the product cannot fit through the property or into the intended room, the customer is responsible for the actual return shipping charges. These charges will be calculated based on the applicable carrier's rates, communicated to the customer, and deducted from the refund.

Please contact support@ellerow.com before ordering to confirm service availability and pricing.

3. Shipping Destinations & Regional Charges

Ellerow currently ships to eligible U.S. addresses only. International delivery to customer addresses outside the United States is not available.

Free Standard Delivery applies only to eligible orders within the contiguous United States.

Orders to Alaska, Hawaii, Puerto Rico, and other remote or non-contiguous U.S. regions are not eligible for free shipping and may incur additional freight charges or extended transit times, subject to carrier availability.

Additional charges are based on shipment size, weight, destination, and carrier rates. Any such charges will be communicated for customer approval before shipment.

4. Fulfillment Locations & Import Charges

Orders may ship from Ellerow's U.S. warehouses or authorized international fulfillment partners, depending on product availability and type.

For qualifying internationally fulfilled orders, Ellerow covers applicable import duties and taxes. Customers will not be charged unexpected customs fees after checkout.

5. Order Processing & Delivery Estimates

Our daily order cut-off time is 5:00 PM Pacific Time (PT) on business days.

  • Orders placed before 5:00 PM PT may begin processing the same business day.

  • Orders placed after 5:00 PM PT begin processing on the next business day.

Business days exclude weekends and U.S. federal holidays.

In-Stock Items (U.S. Warehouses)

  • Processing: 2–5 business days

  • Transit: 5–10 business days

  • Estimated Total: 7–15 business days

Internationally Fulfilled or Made-to-Order Items

  • Processing / Production Coordination: 15–25 business days

  • International Transit & Import Processing: 30–45 business days

  • Estimated Total: 45–70 business days

All delivery timelines are estimates, not guarantees, unless expressly stated otherwise.

Delivery may be affected by inventory availability, customs clearance, carrier capacity, weather, regional restrictions, or other circumstances beyond Ellerow's reasonable control.

6. White-Glove Delivery Scheduling

Once a qualifying shipment reaches the designated U.S. regional delivery partner:

  • Tracking information will be provided where available.

  • The carrier may contact the customer to arrange a delivery appointment.

  • Scheduling is typically initiated within 5 business days of arrival at the local delivery partner.

Appointment availability depends on the carrier's schedule, customer availability, and safe property access.

Failure to respond to scheduling requests may result in storage fees, re-delivery charges, or return handling.

7. Expedited Shipping

Expedited shipping may be available for select in-stock products shipped from U.S. warehouses.

This option is not available for made-to-order or internationally fulfilled items.

Please contact support@ellerow.com before purchase for availability and pricing.

8. Delivery Delays & Cancellation Rights

If unexpected shipping delays occur, Ellerow will provide updates when reasonably available.

If an order cannot be delivered within 90 days of the order date, the customer may request cancellation and a full refund in accordance with our Return & Refund Policy.

This provision does not apply to delays caused by customer-related circumstances.

9. Incorrect Addresses & Delivery Changes

Customers are responsible for providing accurate and complete shipping information.

Additional carrier, storage, or re-delivery fees may apply if delivery is affected by:

  • Incorrect or incomplete addresses

  • Customer-requested address changes after shipment

  • Failure to accept or arrange scheduled delivery

If the issue results from an error by Ellerow, the customer will not be charged additional fees.

10. Lost, Missing, or Damaged Shipments

If your order is lost, missing, or arrives damaged, please contact support@ellerow.com promptly.

Ellerow will work with the carrier to investigate and arrange an appropriate resolution, which may include a replacement, refund, repair coordination, or claim processing, as applicable.

11. Failed Deliveries, Returns & Refunds

Customer-Related Delivery Failures

A shipment may be returned or require additional handling if delivery cannot be completed due to:

  • Incorrect or incomplete shipping information

  • Failure to accept or arrange delivery

  • Unanswered carrier scheduling requests

  • Failure to collect a held shipment

  • Insufficient property access or clearance

  • Products that cannot fit through entrances, hallways, staircases, elevators, or into the intended room

Certain postal carriers, including EMS or similar services, may attempt delivery only once before initiating return processing.

Re-Delivery

If a shipment is returned, customers may request re-delivery once the returned item has been received.

Applicable return freight, storage, carrier handling, and re-shipment fees will be communicated for approval before re-delivery.

Returns & Shipping Charges

For eligible returns requested within 30 days of delivery due to customer-related reasons, customers are responsible for the actual return shipping costs.

Customer-related reasons include changes of mind, incorrect purchases, unsuitable dimensions, or products that cannot fit into the customer's property or intended space.

Return shipping charges will be calculated using the applicable carrier's rates based on the shipment and destination. The amount will be communicated to the customer and deducted from the refund.

Where applicable, refunds may also exclude original shipping charges, storage fees, and reasonable logistics or restocking fees permitted by law and disclosed under the applicable policy.

Returns caused by an error by Ellerow, an incorrect item, or a product that arrives damaged will be handled separately in accordance with our Return & Refund Policy.

Custom-made, made-to-order, and personalized items remain subject to the specific restrictions in our Return & Refund Policy.

Returned Shipment Response Deadline

Customers must contact Ellerow within 30 days after a shipment is marked as returned.

If no response is received, the shipment may be considered abandoned and handled in accordance with Ellerow's applicable policies and legal requirements.

12. Contact Us

For shipping assistance, delivery arrangements, White-Glove service inquiries, or freight quotes, please contact:

Email: support@ellerow.com

For more information, please review our Return & Refund Policy.