WHEN WILL I RECEIVE MY ITEM(S)?
The date your item(s) will be received is subject to several contributing factors, including the type of order In-Stock w/Manufacturer or Supplier, In-Stock Locally, On Back Order, etc. - the type of shipping and/or delivery method used, etc.
HOW WILL MY ITEM (S) ARRIVE?
Our shipping/ delivery options are dependent on the type of item(s) ordered. Smaller orders will be shipped via UPS GROUND, USPS or Fed Ex. Larger items are shipped outside of Delray Beach & surrounding areas, we use a 3rd Party Shipping Company for White Glove Delivery.
I ORDERED MULTIPLE ITEMS. WILL THEY SHIP SEPARATELY?
We make every attempt to ship your order complete, but due to stock, some items will stagger in shipment. If you are not at the shipping address full time, please let OBH know. Should an exception arise, we will reach out to you and make appropriate accommodations.
HOW DO I CHECK ON MY ORDER?
When you order online, you will receive an automated email that we have received the order. Depending on the item, (please read the item description carefully) the item will take anywhere from 3-5 business days to weeks. Supply chains have been impacted by the aftershock of COVID-19 on the import and manufacturing industry. Please note, not all items are in stock locally and ready-to-ship from either the manufacturer or OBH warehouse/showroom. If your item is on back order or has any delays, we will contact you via email to let you know if you wish to proceed. If the item(s) is out of stock for more than 60 days, a full refund will be issued unless you choose to wait.
Questions about an Order? 1-800-473-2137 (select Orders) or write email@example.com. Please include your order number or last name.
The home office is open Monday-Friday 9am, EST to 5pm, EST.
HOW ARE SHIPPING COSTS CALCULATED?
Shipping costs are calculated based on the type of item(s) ordered, weight of the item and cubic sq f of the item.
IS SHIPPING COST DIFFERENT FROM DELIVERY COST?
Yes, a true shipping fee is what it costs for the item to be shipped, whereas delivery is the item brought to your home, outside or inside. These are usually calculated at the time or purchase and in some circumstances the delivery fee is calculated prior to delivery "type" is determined.
TAXES & FEES - What taxes do I pay? Sales Tax and Local County Taxes are applied to merchandise for orders being shipped/delivered within the state of Florida.
WHAT TYPES OF DELIVERY METHODS ARE THERE?
We offer Standard Delivery (also known as Curbside Delivery) this is where your items will be left adjacent to the home, but not brought inside. This standard fee is automatically calculated based on the order amount. We offer local White Glove Residential Delivery in and near the Delray Beach, FL area and in a 50 mile radius. We offer out of town White Glove Residential Delivery using various 3rd Party White Glove Delivery companies in the select area. White Glove Delivery is an in-home delivery service where the items are arranged in the room(s) and set up, then all debris and packaging is removed from the home.
Questions about delivery? 1-800-473-2137 (select shipping/sales) or write firstname.lastname@example.org. Please include your order number or last name. The home office is open Monday-Friday 9am, EST to 5pm, EST.
DO YOU TAKE AWAY OLD FURNITURE/ MATTRESSES?
Unfortunately, we are only able to place, assemble and arrange the items that we have provided. We cannot remove unwanted sofas, mattresses, case goods, etc.
WHAT IS THE OVERALL LEAD TIME VS. MANUFACTURING TIME FOR A SLIPCOVERED PIECE?
The overall lead time is how long the item will take to arrive at your home. The Manufacturing Time is how long it actually takes to make your slipcover or upholstered piece. Both of these times are ESTIMATED due to supplies, labor and shipping times.
Once a slipcovered item is ordered, it is entered and acknowledged in the system. Then, it goes into production. This is a period of time where framing, upholstery and sewing happens so there are not many UPDATES regarding progress of the piece(s). Once the piece(s) are complete, they will be packaged for shipment. If items are shipping residentially outside of Florida, they may take 1-4 weeks to arrive. If items are purchased locally to Delray Beach, FL they may take 1-2 weeks to arrive after being prepared for shipment.
The overall estimated lead time on a custom slipcover item is anywhere from 8-24 weeks depending on the item ordered. This is subject to change depending on manufacturing, supply, labor or shipper issues that may occur and are out of our control.
HOW DO I GET MY CUSTOM SEATING PIECES?
When your custom seating piece or custom table/furniture is complete, the 3rd party white glove delivery crew will be in contact with you directly to arrange the delivery of these larger items to schedule your delivery appointment. We will provide contact information should you need to reach out to them. For local Delray Beach delivery, our shipping crew will be in contact with you when your items arrive at our local warehouse.
WHO DO I CONTACT WITH A PACKAGE OR DELIVERY ISSUE?
At times things happen that are out of our control. Please contact our Customer Service team at email@example.com should any item arrive damaged or incorrect. Please keep original packaging and we may need photos.
WILL MY ITEMS BE DELIVERED ASSEMBLED? WILL MY ITEMS BE "INSTALLED"?
All items will arrive assembled with exceptions on certain case goods like dining tables and beds. Any lamp assembly may be required when delivered by ground shippers, when delivered by OBH delivery service, they will put lamp shades on, assemble floor lamps, place slipcovers on seating, etc. while in your home at time of delivery.
We do not install, wire or hang lighting, art, etc. For ship lighting, we send off these pieces only for wiring by others. We do not install or provide installation materials for ship authentic items such as passageway sconces, port windows, port mirrors, etc.
DO YOU SHIP TO USA OUTLYING ISLANDS: NANTUCKET, WEST COAST/EAST COAST AREAS REACHED BY FERRY ONLY?
We will deliver to a local receiver selected by the purchasing agent/customer only. We do not coordinate ferry delivery. We are not responsible for items damaged from Ferry to Home. We ask you select a local receiver who inspects the items upon receipt.
DO YOU SHIP TO HAWAII, PUERTO RICO OR ALASKA? Do you ship to Canada?
Currently we ship within the contiguous United States only. Should you have exceptions, please contact our Customer Service team for guidance and options. We can ship small boxed items to the above areas.
Currently we ship within the continental United States only. Should you have an order you wish to place and the final destination is overseas, we ship to ports/containers arranged by the customer. This is where OBH orders your items and ships to a container as items are complete. From the container to the final destination, is coordinated with your own delivery crew. We are not responsible for items damaged from Container to Home. We ask you select a local receiver/container manager who inspects the items upon receipt.
IF I NEED TO RETURN AN ITEM, WILL SHIPPING BE REFUNDED?
Upon receipt of the return and item inspection, refund determination will be based on the item purchase price only. Any taxes charged will be refunded in accordance with state laws. Shipping charges are nonrefundable. Return shipping charges are determined on a case x case basis. Please note: all custom pieces or showroom samples are not refundable. No exceptions. Custom order merchandise is custom made upon order and is non-cancellable, non-returnable and non-refundable. The piece does not exist until your order is placed. Upholstered and Slipcovered furniture, including quick ship items, are considered a custom order. For further information regarding our Return and Cancellation Policy please contact customer support.
RETURNS IN GENERAL:
PLEASE EMAIL firstname.lastname@example.org to request a return and receive a RA (Return Authorization) form for qualified orders. A qualified order is a purchase that was not discounted or not on sale. Full priced items may be returned for a refund, less a 25% restocking fee. Showroom samples are non-returnable, non-refundable. But, in the event if you are not 100% satisfied with your purchase that was on sale, the items from a sale order can be returned for a store credit only-, less 25% restocking fee.
Ship Return(s) To:
Our Boat House
2050 North Federal Hwy
Delray Beach, FL 33483
1. Once the item has been returned in the same condition, the initial order amount, less discounts and ship to charges are credited to the users account.
2. OBH requires that the item being returned is sent back in the original packaging, and that the merchandise is in the same condition.
3. You can return your full-price purchase or sale purchase for up to 30 days from the purchase date. After 30 days, returns are not accepted.
4. Products must be in the condition you received them and in the original box and/or packaging. Contact us to request an RMA and shipping instructions for your return.
Please do not send your purchase back to the manufacturer.
Large Rugs (6’x9’ ) and up are not returnable. Almost all of our rugs have small swatch samples available. We strongly recommend checking out a rug sample prior to ordering a large rug.
REFUSING DELIVERY If you refuse delivery of the item(s) when it reaches your home or place of business, you will be charged for all shipping costs incurred - including the cost to return the item(s) to Our Boat House, Inc or the manufacturer. You will also be charged for any bank credit card fees that have been incurred along with handling and restocking fees(minimum 25%) imposed on us by our suppliers. This does not apply to refusal of damaged products.
I DON'T LIVE AT THE DELIVERY ADDRESS FULL TIME - WILL YOU HOLD MY ITEM(S)?
For a small period of time (60 days), we can schedule desired completion dates with manufacturers as well as hold local delivery pieces in our warehouse up to 60 days time. *After 60 days there will be a 5% storage fee added to the delivery.
If you do not live at the address and you live outside of the Delray Beach, FL area, we ask that you use a local receiver to hold your items and delivery in one trip to you. This is coordinated by you. OBH will deliver all goods to the receiver. We are not responsible for items damaged from Receiver to Home. We ask you select a local receiving company that inspects the items upon receipt.
*Special circumstances such as back orders or delays - we will allow extra storage time.