Delivery Policy

 

 

In-Home Delivery Area

We currently offer In-Home Delivery to the following areas:

  • Los Angeles, CA: Most of Los Angeles area, Orange, Ventura, San Bernardino and Riverside County. Also parts of San Fernando Valley and Santa Clarita Valley. Delivery days are Monday - Saturday 9am - 9pm (Estimated Delivery 3-7 days) Free Home Delivery Available
  • San Diego, CA: Most of San Diego County. Delivery day is Sunday Only 9am - 9pm (Estimated Delivery 7-10 days) Free Home Delivery Available
  • High Desert Region: Most of Lancaster, Palmdale, Victorville, Hesperia & Apple Valley. Delivery days are Monday - Saturday 9am - 9pm (Estimated Delivery 7-10 days) 
  • San Francisco, CA: Most of San Francisco. Delivery days are Saturdays - Sundays Only 9am - 9pm (Estimated Delivery 7-10 days) Free Home Delivery Available
  • Las Vegas, NV: Most of Las Vegas. Delivery day is Sunday Only 9am - 9pm (Estimated Delivery 7-10 days) 
  • New York, NY & New Jersey, NJ: Most of New York area, Manhattan, Brooklyn, Bronx, Staten Island, Queens and New Jersey. Delivery days are Tuesday - Saturday 9am - 9pm (Estimated Delivery 1-3 weeks) Free Home Delivery Available
  • Washington D.C. & Baltimore: Most of Washington D.C. and Baltimore. Delivery days are Tuesday - Saturday 9am - 9pm (Estimated Delivery 1-3 weeks) 
  • Philadelphia, PA: Most of Philadelphia. Delivery days are Tuesday - Saturday 9am - 9pm (Estimated Delivery 1-3 weeks) Free Home Delivery Available
  • Texas: Most of Houston and surrounding cities. Delivery days are Monday - Saturday 9am - 9pm (Estimated Delivery 1-3 Weeks) Free Home Delivery Available

In-Home Delivery Process: Once an order has been placed and if you live in California or Nevada, it usually takes 3-15 days to be delivered. If you live in New York, New Jersey, Washington D.C., Philadelphia, Baltimore, or Texas it usually takes 1-3 weeks to be delivered. We will contact you within 3-5 business days to schedule the delivery date and and provide you with a 5 hour time window via email and text message. Delivery is usually between 9am - 9pm. In rare cases it may take a little longer or delivered the next day. We aren't able to schedule a specific time for delivery due to many factors that can occur such as traffic, inclement weather, and any unforeseen circumstances but we do our best to get your order as quick as possible. Signature is required upon delivery by an adult 18 years of age or older. 

**Most items require light assembly. All products includes hardware, tools, and instructions needed for assembly. This can be found inside each item's packaging.

Curbside Delivery: For all other large or heavy items that are delivered outside of our area, we offer Curbside Delivery. Once an order has been placed it usually takes 2-3 weeks to be delivered. Your local delivery agent will contact you to arrange a date and an approx. five-hour window for delivery. Signature is required upon delivery by an adult 18 years of age or older. Delivery personnel will unload the items and place it on the curb outside your home or main office of your apartment. Once it’s been dropped off, it’s yours! You may want to ask a family member or friend for an extra hand to move it.

Small Parcel Items:  smaller items that can shipped via FedEx, UPS or USPS  will arrive to your mailbox or doorstep usually between 1- 3 weeks. Large or heavy items will be either In-Home Delivered or Curbside Delivered depending on the delivery service available to your destination. Estimated arrival is 1-3 weeks. Made-to-order items may take longer. 

Out-Of-State Shipping: If you live outside of our In-Home Delivery area and would like to request a shipping quote, you may do so by emailing us at info@novohomefurnishings.com. Please include your name, shipping address and item SKU number or name. We'll reply within 24-48 hours.

Shipping Updates & Alerts: Communication is key – we’ll keep you updated throughout the shipping process with email, SMS notifications and if necessary directly call you.

15 Minute Wait: Our driver will wait 15 minutes prior leaving the delivery address. Photo proof of delivery address including but not limited to customer’s house number and/or doorplate will be taken for the reference. 

Rescheduling Delivery: Any rescheduling deliveries must be done at least 2 business days prior to your scheduled delivery date to avoid a rescheduling fee. 

Delivery Service Options: Depending on the item and shipping destination, your order will either shipped by mail, local delivery truck or via freight carrier.

We offer:

  • In-Home Delivery: Includes two-man service, Novo Home Furnishings & Decor delivery personnel will unload, place your items in the room of your choice.
  • In-Home Delivery & Assembly: Includes two-man service, Novo Home Furnishings & Decor delivery personnel will unload, place your items in the room of your choice, remove the packaging and assembled the items.
  • Curbside Delivery: Includes a one-man service, Novo Home Furnishings & Decor delivery personnel will unload the items and place it on the curb outside your home or main office of your apartment. Once it’s been dropped off, it’s yours! You may want to ask a family member or friend for an extra hand to move it.

PLEASE NOTE: All In-Home Delivery options include 2 flights of stairs and 1 landing. Anything beyond that is subject to an extra charge. It is important to notify us when we contact you if this happens to be your case to provide you with an accurate delivery charge. Customer must be present during the scheduled delivery date & time window in order to avoid any additional delivery fees  such as re-delivery, storage charges and/or return shipping costs.  Person accepting delivery must be at least 18 years of age with a valid government issue photo ID. Failure to comply with verification will be consider as refuse of delivery, the merchandise will be returned to the warehouse, a service fee will be charged to the customer and if the customer chooses to reschedule, a secondary delivery fee may be applied. Any rescheduling deliveries must be done at least 2 business days prior to your scheduled delivery date to avoid a rescheduling fee.

Failed Attempts: If, after numerous attempts are made by Novo Home Furnishings & Decor Delivery Team to contact a customer, we are unable to reach them, we reserve the right to recall all merchandise and it will be treated as a return. Refund will be issued minus all shipping and handling costs that are incurred by Novo Home Furnishings & Decor. A restocking fee of up to 30% of the purchase price may also apply. The same applies if a customer is not available to accept a delivery at a previously arranged time after an appointment had been scheduled and the delivery cannot be completed or if the customer was not available to accept delivery on the second attempt. Items offered with free shipping are dependent upon customer location and size of the order. We reserve the right to alter this offer should your zip code lie outside standard UPS Freight and FedEx delivery routes or any other delivery partner routes. In addition, orders for items with weights that are more heavy than usual or expected may need to be readjusted for extra unforeseen fees. No additional fees will be charged without notifying the customer and obtaining prior approval. It is vital that any damages that are visible at the time of delivery are noted on the delivery slip at the time of delivery and are accompanied by the customer’s signature. If the boxes containing the items appear damaged please mark this very clearly on the delivery slip. If you have ordered for the items to be assembled and have noticed any damages during the assembly process, please make sure to note this clearly while signing the assembly service paperwork. In the event that an item arrives damaged or defective please see our Returns Policy for information. 

Shipping Restrictions: Items marked FREE SHIPPING! on the product page will ship for free! In order to keep your costs down and our pricing simple, we provide free shipping on select products. We won’t surprise you with any hidden charges or handling fees. The price you see in the shopping cart is the price you pay.

 

PLEASE NOTE: We are unable to ship/deliver to some restricted ZIP codes where transportation by ferry is required. We cannot ship to P.O. boxes or military APOs. or if you live in Alaska, Hawaii, Puerto Rico, or the U.S. Virgin Islands.

Exclusions: In some rare cases, due to shipping restrictions, we might not be able to fulfill the order. If we are not able to fulfill the order, we will notify you in a 3-5 business day, and cancel the order in our system and give you a full refund.

Measuring for Delivery: Before placing your order is always to check the product dimensions and ask these quick fit questions:

Can our delivery truck fit down your road?
Will the furniture fit through all doorways?
Will your hallway size allow our team to fit through with product?
Will the furniture fit up your stairway?
Is your room ready for the product?
Will the furniture fit into the room?

For apartment buildings or homes with elevators, it is important to measure the elevator interior height, elevator opening, and opposite wall distance.

*If delivery is refused because the purchased item(s) cannot fit into the home or room(s) by the delivery personnel, the customer is responsible for any/all return costs in accordance with our return policy.

Pre-delivery: Preparing Your Home For New Furniture: It is the customer's full responsibility to insure that the desired area is properly and sufficiently cleared (doorways, hallways, stairways, etc.) to allow for safe delivery and assembly (if applicable) of your furniture. Customer will need to remove pictures, accessories, etc. from the walls to prevent damage. Also ensure that the area where you would like your furniture placed is free and clear of any items that may obstruct the passageway. Please secure your pets, furniture pieces can be large and heavy and we do not want anything to happen by accident.The delivery team will place the furniture in your room of choice. Our delivery teams are not permitted to move your existing furniture, electronics, or other household belongings and cannot set up lamps, hang pictures or mirrors on walls, or make electrical connections for entertainment units. The area must be free and clear for the drivers to bring in the furniture items. Old furniture must be removed as we do not cart it away or move it. Drivers can carry your items up to the 2nd floor. For each additional floor, starting from the 3rd floor, there will be a Floor Delivery Fee. Customer failure to prepare the intended location for delivery, as determined by the sole and exclusive discretion of Novo Home Furnishings & Decor and its delivery personnel, may prevent delivery from occurring and therefore result in a re-delivery charges as stated above. 

 Certificate of Insurance & Building Restrictions: If a customer’s building requires a Certificate of Insurance, or has any delivery restrictions; you must inform our customer service team immediately. Customers should confirm with Customer Service when they call to schedule delivery, that all restrictions have been noted and that the driver will adhere to building policies

Receiving Delivery: An authorized consignee must be at least 18 years of age and available at the delivery address during the scheduled delivery time window. For security purposes, verification prior unloading the merchandise is required - authorized consignee must provide photo ID to the delivery personnel. Failure to comply with verification will be consider as refuse of delivery, the merchandise will be returned to the warehouse, a service fee will be charged to the customer and if the customer chooses to reschedule, a secondary delivery fee will be applied.

It is the customers due diligence to inspect the furniture upon delivery and report any discrepancies, defects or damages before the delivery personnel exits the customers home/office. Please don't sign any document until you have inspected your product even if you don't plan on assembling or your in a new house

  • At the time of delivery, the carrier will provide you with a receipt and a Bill of Lading. Both are your record of shipment, an agreement of delivery, plus confirmation of the condition of your item.
  • Thoroughly inspect your product at the time of delivery before you sign all documents. Do not sign the Bill of Lading until you have examined each item.
  • If all items are in good condition, simply sign all documents and you're done. 
  • If any items are damaged, simply write in the receipt and Bill Of Lading "refuse delivery due to damaged goods."
  • Must take pictures of both documents and of the damaged items/packaging or it will not be eligible for a return or exchange.
  • Follow the next steps under Damage Reporting Process to start a return/exchange claim.

     

    Damage: Each products is carefully packaged to ensure it remains intact during the transit to your home.  However, sometimes things can happen that are beyond our control. If in the unlikely event, your item arrives in less than perfect condition please follow the steps under Damage Reporting Process. Then call us at (626) 598-3020 or email us at info@novohomefurnishings.com within 3 days of receiving the product and we will do our best to make it right. 

     

    Damage Reporting Process: If upon delivery the product is damaged then you will the following these steps with the delivery personnel still present:

    • If any items are damaged, simply write in the receipt and Bill Of Lading "refuse delivery due to damaged goods."
    • Must take pictures of both documents and of the damaged items/packaging or it will not be eligible for a return or exchange.
    • Contact Customer Service to initiate damage claim process.
    • Customer sends pictures of damage goods and documents via email: info@novohomefurnishings.com together with customer name, address, phone number, and brief description of the damaged.
    • Total process times takes about 2-6 weeks.
     

      

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