Shipping policy

Shipping Policy

Thank you for shopping with Oak and Ivory. We are committed to providing a smooth and transparent shipping experience. Please review the information below regarding order processing, shipping, delivery, and tracking.

Order Processing

Orders are processed after payment has been successfully completed.

Because Oak and Ivory offers products from multiple suppliers and fulfillment locations, processing and delivery times may vary by product. Some items within the same order may be processed and shipped separately.

Orders are generally not processed on weekends or major holidays. During holidays, sales, high-volume periods, or other circumstances, additional processing time may be required.

Once your order has shipped, you will receive shipping or tracking information when tracking is available.

Shipping Times

Estimated delivery times vary depending on the product, shipping destination, supplier, warehouse location, and shipping method.

Any delivery timeframe provided at checkout, on a product page, or in shipping communications is an estimate and not a guaranteed delivery date, unless specifically stated otherwise.

Certain furniture, oversized items, specialty products, or products shipped from different fulfillment locations may require additional delivery time.

Oak and Ivory cannot guarantee carrier delivery times after an order has been transferred to the shipping carrier.

Shipping Rates

Shipping charges, when applicable, are calculated based on factors such as the product, delivery location, package size, weight, supplier, and available shipping method.

The applicable shipping charge will be displayed during checkout before you complete your purchase whenever shipping is calculated at checkout.

Promotional or free-shipping offers may be subject to additional terms, product exclusions, geographic restrictions, or minimum purchase requirements.

Multiple Shipments

If your order contains multiple products, your items may arrive in separate packages and on different dates.

You may receive more than one tracking number for the same order.

Receiving one portion of your order does not necessarily mean that the remaining items are missing.

Furniture and Oversized Items

Furniture and oversized merchandise may require special handling, freight shipping, or additional delivery time.

Customers are responsible for reviewing product dimensions before ordering and ensuring that the item can fit through doorways, hallways, stairways, elevators, entryways, and the intended delivery space.

Some carriers may provide curbside or threshold delivery rather than placement inside the home. Delivery services vary depending on the product and carrier.

If special delivery services are available, the applicable options or charges may be provided at checkout or communicated separately.

Order Tracking

When tracking information is available, customers will receive a tracking number by email, text message, or through their order-status page after the order ships.

Please allow time for the carrier's system to update after receiving your tracking information.

Some specialty, freight, local, or supplier-direct shipments may use different tracking procedures.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please carefully review your:

- Street address

- Apartment or unit number

- City

- State

- ZIP code

- Contact information

Once an order has entered processing or has shipped, we cannot guarantee that the delivery address can be changed.

Oak and Ivory is not responsible for delivery problems caused by incorrect or incomplete shipping information provided by the customer.

Additional shipping or redelivery costs resulting from an incorrect address may be the customer's responsibility where permitted by law.

Delayed Shipments

Although we work to ensure orders arrive within the estimated timeframe, delays may occur because of circumstances outside of our control.

These may include:

- Carrier delays

- Severe weather

- Natural disasters

- Holiday shipping volume

- Supply-chain disruptions

- Manufacturer or supplier delays

- Customs processing

- Transportation interruptions

- Incorrect or incomplete addresses

- Other circumstances outside of our reasonable control

If your order is significantly delayed, please contact Oak and Ivory Customer Support so we can assist you with checking the status of your shipment.

Lost Packages

If tracking indicates that your package has been lost or has not moved for an unusual period of time, please contact us.

We may need to work with the shipping carrier or fulfillment provider to investigate the shipment before determining the appropriate resolution.

If tracking shows that a package was delivered but you cannot locate it, please first:

- Check the delivery location and surrounding area.

- Check with members of your household.

- Check with neighbors, a front desk, leasing office, concierge, or mailroom when applicable.

- Confirm that the shipping address on your order is correct.

- Contact the shipping carrier when appropriate.

Please contact Oak and Ivory if you still cannot locate the shipment.

Damaged Shipments

Please inspect your order when it arrives.

If an item arrives damaged, defective, or incorrect, please contact Oak and Ivory as soon as possible.

To help us resolve the issue, we may request:

- Your order number

- Photos of the damaged product

- Photos of the shipping box or packaging

- Photos of the shipping label

- A description of the damage or problem

Please keep the original item and packaging until you receive further instructions.

Do not return a damaged product to the sender without first contacting Oak and Ivory and receiving return instructions.

Refused Deliveries

Customers should not refuse a shipment unless instructed to do so by Oak and Ivory.

Refusing a shipment does not automatically qualify the order for a full refund.

If a delivery is refused for reasons unrelated to damage, defect, or an error by Oak and Ivory, applicable original shipping charges, return shipping charges, carrier fees, or other costs may be deducted from the refund where permitted by law.

International Shipping

International shipping availability depends on the product and destination.

International orders may be subject to customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country.

Unless otherwise stated at checkout or required by law, customers are responsible for applicable import duties, taxes, customs fees, and related charges.

Customs processing may also result in additional delivery time.

Order Changes and Cancellations

Please review your order carefully before completing your purchase.

If you need to change or cancel an order, contact Oak and Ivory as soon as possible.

We will make reasonable efforts to accommodate your request, but we cannot guarantee changes or cancellations after an order has entered processing, fulfillment, or shipment.

Returns

Shipping-related returns are subject to our Return & Refund Policy.

Please do not ship merchandise back without first following the return instructions provided by Oak and Ivory.

Because products may ship from different suppliers and fulfillment locations, the return address may be different from the address appearing on the original package.

Contact Us

If you have questions regarding your shipment, please contact Oak and Ivory Customer Support and include your order number so we can assist you.

Oak and Ivory

Transform your house into a home.