When your freight delivery arrives, it is extremely important that you follow these instructions. Problems during shipment are relatively rare. However in the event that something is wrong with your shipment failing to follow these instructions will forfeit our right to file a claim on your behalf with the delivery company.

1. Inspect all items for damages

   If there are any damages, please note these on the delivery receipt (sometimes called a bill of lading).

2. Call our customer service department immediately upon discovery of damage.

   If there are any problems with your delivery, whether an item is damaged or you are missing items please call our customer service department immediately at (877) 564-3876.

FREIGHT TRUCK (Truck Line, Semi, 18-wheeler, etc) POLICY: Before you accept any Freight products check for damage. Once you sign the paperwork by the truckline freight company you become the legal owner of the product and we can not file a damage claim; you will be responsible for filing a claim. This is a standard by all Trucking Companies and is the standard with all of our competition. If you find the item is damaged. Write damaged on the bill of lading and inform us. We will be happy to handle the claim on your behalf and ship out a new one to you ASAP.

How does your shipping, including Free Shipping work?

We make shipping as easy as possible for you by giving you free shipping on all of our products!  All products are free shipping applicable. Shipping is free on orders over $119.00.  Orders below $119 will have a small packaging and handling fee of $8.95.

While you are browsing through our products you will see at the bottom of the product description that the product either has free shipping included, it will ship for a certain amount when ordered by itself, or it will have free shipping when a certain condition is met. These items will have a larger note at the bottom of the product page informing you that they too will have the shipping included as long as your order meets the free shipping criteria. As an example: Let's say that you decide to buy a 'Cottage' Floor Lamp. This item will have a note at the bottom stating that it has free shipping when shipped with any other 'Cottage' item that ships free via Freight Truck (semi). So simply just add one of the other 'Cottage' pieces that ships free via Freight Truck (like a dresser, armoire, bed, chest of drawers, sofa, etc) and you will get free shipping on the entire order.

Our free shipping includes standard curb side delivery. This means that the driver will pull up as close as he safely can to your home. Based on the terms of the shipping agreement, the driver is not required and most likely will not carry the product inside. Some drivers will help you take your furniture off of the truck, others will not - they are not required to with the standard free shipping. Therefore we recommend having more than one person present when your furniture arrives to ensure you will have the help you may need or want unloading and/or carrying the products inside. If you are unable to have more than 1 person to help you with the furniture you can upgrade the shipping to include liftgate delivery. Put a comment in the comment field during the checkout process and we will contact you with the different delivery options and costs. A liftgate allows the furniture to be lowered to the ground without manually having to remove the furniture from the back of the truck. If you would like the freight company to set the furniture inside your garage or front door we can also give you the pricing options for their basic inside delivery.

If you ask or authorize the freight company or driver directly for special freight upgrades (i.e. straight truck or lift gate.) instead of notifying us, we will charge you for the additional freight charges.

PLEASE NOTE: If you chose free shipping when ordering, and then ask the freight company to bring something 1000lbs inside - a service that was not paid for previously - and they say "sure we can do that for no charge" - they are probably not telling the truth, don't be surprised when the driver says he will not bring the furniture inside.  We have explained above what you get with free shipping.  Very few freight companies are going to throw in a $300 - $3000 service for free.  

How do your products ship and can they deliver to me if I live in a remote area?

We ship products via FedEx/UPS etc. when the ordered products are within their size and weight limits. If the ordered products are outside of the size/weight limits of FedEx and UPS then we will ship your order via truck freight (semi).

If you live in an area that is inaccessible by a freight truck we ask that you please note this on your order. This includes residences in areas with switchback roads, residences with a driveway that is only wide enough for a car, areas that a freight truck can get in to but then have no way to turn around, residences in neighborhoods that do not allow freight trucks, etc. Basically if you think there is potential for a problem getting to the address please just let us know. It is better to be safe than sorry. We will discuss with you optional shipping methods to get your furniture to you.  In certain cases the freight company may state that they can only deliver using a smaller truck with a lift gate.  If this is the case there is a small up-charge fee for the truck.  In other cases the freight company may not be able to make it to you at all.  If this is the case please have a truck, U-Haul or other vehicle that you can load the furniture in.  In many cases the driver will still come your way and will meet you at an agreed upon location that is convenient for both of you.

If you did not note on the order that you live in an area that is inaccessible by a freight truck and the freight company states that they cannot deliver without upgrading to their smaller delivery trucks we will notify you and let you know the options for delivery which are usually one of the two scenarios listed above.  You will be responsible for any extra charges incurred.

How will I know when my order is coming and will they bring it inside?

You should receive an email when your order leaves our warehouse informing you that your order has shipped. We will usually include the tracking numbers (we include them if the freight company supplies us with them) so that you may track your order.

If your order is shipped via freight truck (semi) the Freight Company will be instructed to call you a day in advance to set up a delivery time frame that is convenient for you. When shipped via truck freight (semi) the furniture is delivered "curb side". This means that the driver will pull up as close as he safely can to your home. Based on the terms of the shipping agreement, the driver is not required and most likely will not carry the product inside. Some driver's will help you take the furniture off of the truck, others will not.  Therefore, it will be most helpful if more than one person is present when your furniture arrives to ensure you will have help unloading and/or carrying the products inside.  If you are unable to have more than 1 person to help you with the furniture you can upgrade the shipping to include liftgate delivery.  Put a comment in the comment field during the checkout process and we will contact you with the different delivery options and costs.  A liftgate allows the furniture to be lowered to the ground without manually having to remove the furniture from the back of the truck.

How long does it take to receive an order?

You can see how each product will be shipped and the estimated time for your order to ship at the bottom of every product description. We can usually ship quicker than the time stated, although at busy times of the year we may take a little bit longer to ship.  Christmas, for example, will be extremely busy and some items can take longer to ship out.

If you have requested a custom made item it will be made to order. Therefore, custom made items can take 4 - 8 weeks to be built and delivered.

Holidays, freak storms, natural disasters, Murphy's Law and unforeseen events may also cause delays.

If you need your furniture within a certain time frame please order early and make a note in the comments on when you would like your furniture.  If you give us 3 consecutive business days (for example: Wed-Fri or Thu, Fri, Mon) we can usually have the delivery company deliver on one of those days.

We completely understand how important delivery time can be to your schedule, not to mention just simply wanting to “stay in the loop”, so feel free to email us with your order number and check on your order as often as you like.

What do I do when my furniture arrives from the shipping company and what do I do if by chance my furniture arrives damaged?

When your shipment arrives please inspect it right away while the truck and driver are still there to make sure that nobody has played kickball with your beautiful furniture.  The driver has to wait for you to inspect the shipment.  The furniture MUST be signed for as damaged in order for us to file a claim with the freight company and get you replacement parts/pieces.

Let me say this one more time - When the furniture is delivered by a freight company the furniture must be inspected and signed for as damaged if there is any damage or even if you think there may be damage. 

In most cases it will be just one piece that is damaged and we can send you a replacement part or piece. If the entire order is damaged refuse the shipment. The freight company will return the damaged furniture to us at no cost to you. Give us a call at 1 (877) LOG FURN (564-3876) and inform us of the damage. We will get replacements out to you ASAP. We want you happy and satisfied with your order from us. Please be sure to keep all of your paperwork as we may need copies for the freight claim. 

In the extremely rare case that the product arrives defective, you may call us at 1 (877) LOG FURN (564-3876) and we will take care of the defective part right away. Please note: The cracks that you see in the logs on our furniture are not defects. They are a natural part of the log drying process.

What can I do if I have a less than pleasant delivery experience?

Please know that we hold customer service in the highest regard.  Unfortunately, we have little direct control over any delivery experience not done by us.  We guarantee to make every effort possible to ensure you will have a pleasant delivery experience by only using the most reputable delivery companies.  We do welcome any courtesy calls or emails from you about your delivery experience - your feedback helps us choose only the best freight carriers.  With that being said, in the rare situation that a less than pleasant delivery experience does occur we ask that you contact the freight company directly with any complaints.