# Frequently Asked Questions

### Ordering

#### How will I know when my order is ready?
You’ll receive an email notification when your order ships. Your local delivery company will then contact you to schedule delivery.

#### What if items are missing from my order?
Note the missing items on the delivery receipt and notify your Customer Success Representative within 3 business days.

### Shipping & Delivery

#### What shipping options are available?
We offer shipping tailored to product type and location:

- **Standard Ground (small parcels):** Delivered in 3–7 business days.
- **Freight delivery (larger items):** Delivery times vary.
- **White Glove Delivery:** Premium service including delivery, unpacking, placement, packaging removal, and furniture assembly.

#### What is not included with White Glove Delivery?
- Installation of chandeliers to electrical
- Gas hookup for firepits

#### When will I be contacted to schedule my delivery?
Within **7 business days** of your shipping notification, your local delivery company will contact you to arrange delivery.

#### What happens if a third-party shipping provider delivers my furnishings and I have a problem?
Inspect your shipment at delivery. Note any visible damage, shortages, or overages on the delivery receipt and report them within **3 business days**. All products are subject to industry-standard tolerances. No allowances are made for merchandise showing evidence of misuse.

#### Do you offer discounted freight rates?
Yes—discounted rates are available for full truckloads. Ask your Customer Success Representative for details.

### Returns, Cancellations & Exchanges

#### What is your return policy?
Most stocked (non-custom) items may be returned or exchanged within **30 days** of receipt.
Returns not related to damage/defect incur a **35% restocking fee** and must be in original condition and packaging.
Custom items may only be returned if defective or damaged.

#### How long will it take to receive a refund?
- **Credit card refunds:** 3–5 business days after receipt/approval.
- **Other payment methods:** Up to 2 weeks after processing.

#### Can I cancel or change my order?
- **Stock/non-custom orders:** May be canceled or changed prior to shipping.
- **Custom orders:** Cannot be canceled or changed once submitted.

#### What is your exchange policy?
Exchanges follow the same process as returns. To receive your replacement faster, you may place a new order while returning the original. Restocking and return shipping fees apply for non-defective exchanges.

#### How can I start a return?
[Start a Return](https://portal.gabriellawhite.com/?data=returns-exchanges "GW Return Portal")

### Damages & Parts

#### What should I do if my order arrives damaged?
Report damages within **3 business days** of delivery. Please include order details and photos when contacting your Customer Success Representative.

#### How do I order replacement parts?
Replacement parts may be requested by providing your order number and/or item number to your Customer Success Representative.

#### How can I report damages?
[Submit a Request](https://portal.gabriellawhite.com/?data=returns-exchanges "GW Returns Portal")

### Contact Us
Call Us: 205-358-9400  
Hours: Mon - Sat: 8 am to 5 pm CT