We, at Cottage and Bungalow, stand behind our products 100%. We will do everything we can to make sure that you are satisfied with your purchase and shopping experience. Please email us at order@cottageandbungalow.com or call our customer care team at 1(844)677-6604 if you have any concerns or questions. Please see our guest services for further details about our customer care.
How can I see your furniture?
We don't have a showroom or retail store. We loan finish samples of our wood furniture for a few weeks while you are making your decision. We just ask that you pop them in the mail to us when you have made your decision, that way it keeps samples free for everyone. Please note that the finish samples are not strike-offs. Paint or stain finishes will vary in tone and hue due to our hand applications, wood grain variances and dye lots. Each dye lot batch will have a variance in color. We will not guarantee a color match to your wood sample or to existing furniture in your home. If you are needing a color match, please let us know, and we'd be happy to provide a strike off for a small fee. Please talk to customer service.
When will I get my order?
You can find a reasonable estimate of the product's availability and an estimate as to when the item will leave the warehouse specified on every product page under the “Estimated Ship Date” or "Estimated Production Time" tab. This time must then be added to the projected shipping time in order for you to get a general delivery estimate. Most items, except for furniture, are shipped ground service via common carrier (FedEx, UPS or USPS) or freight.
Furniture is shipped via furniture freight or white glove delivery and can take 1-5 weeks for delivery. For islands off the mainland USA like Nantucket, Martha's Vineyard, etc that require a ferry for delivery, there will be additional freight time for delivery. If your item is shipping white glove delivery, shortly after your order is processed, someone from customer care will email you with an estimated time in transit.
What is White Glove Delivery?
For those heavier items like furniture and mirrors, it is best to receive them via furniture freight or white glove delivery. When your piece gets to your local service area, the delivery team will call you a day or two ahead to schedule a 4-hour timeframe for your delivery. If your item ships via furniture freight, they will most likely take it to the first dry spot (porch, garage, etc). With white glove delivery, they will place your item(s) in the room of your choice, assemble if necessary and discard the packaging. White glove delivery is not available on all items. Please see the "Shipping & Returns" tab on the product page for more details. Please note we do not hang pictures, mirrors or wall art. We do not hang lights, and we do not attach headboards to frames or walls.
How do I check my order status?
We are here to ensure your complete satisfaction in the delivery of your items. There are several ways to check the status of your order. 1.) You can fill out the form on the Contact Us page, please include your order number. 2) email order@cottageandbungalow.com 3.) Or call customer care toll-free at 1(844)677-6604 between 9 am - 5 pm (CST) Monday-Friday. We do not update your order confirmation page until shipping information is available.
Do you ship to Alaska or Hawaii?
If you reside in Alaska or Hawaii, please contact us, and we can advise as to which items can be shipped outside of the continental US. Or click "Ask Us a Question" and we will respond promptly. Furniture will require a specific shipping estimate to your residential address. Free shipping on items applies to shipment only within the continental United States. Please call us toll-free at 1(844)677-6604 Mon-Fri 9 am - 5 pm (CST) for information.
What if I won’t be home to receive my white glove delivery?
If you have plans to be out of town prior to the expected receipt of large or bulky merchandise, please notify us so that we can contact the manufacturer or the delivery team. Many local truck freight companies charge storage fees. Any storage fees will be the customer's responsibility and, if charged to Cottage & Bungalow, will be charged back to the customer.
My item is large and is not coming via white glove delivery, what do I do?
Generally, heavy items are shipped via freight due to their size and weight. When items are delivered via freight to a residential address, freight companies are not required to do anything other than to remove it from their truck. For especially heavy items, we recommend that you engage assistance in moving the items to the exact location you have chosen within your home.
In most cases, you will be notified when your merchandise arrives at the carrier's location nearest you in order to set up a mutually convenient time for delivery. Note that many furniture items are shipped separately and may require assembly.
How do I receive my furniture items?
It is essential that you inspect all freight shipped items very carefully and DO NOT sign for your piece if you suspect any damage. It is important to note that once your item leaves our manufacturer’s facility, the remaining shipping time is beyond our control. Cottage & Bungalow will do our absolute best to assist in getting your furniture to you in a timely manner and in good condition and will notify you immediately if we are made aware of any expected delays or problems.
What if something arrives damaged?
Arriving White Glove Delivery or Furniture Freight
Cottage & Bungalow’s artisans take great care in packaging their creations to ensure safe transport to your home. Although these items are packaged properly, in some instances transit-related damage may occur. Do not sign the receipt until you have inspected the item thoroughly! DO NOT TAKE DELIVERY OF DAMAGED FURNITURE. PLEASE SEND ANY DAMAGED PIECES BACK WITH THE DRIVER. IF YOU KEEP YOUR DAMAGED ITEM IT PROLONGS THE REPAIR PROCESS. 1) Take photos; 2) Note damage issues on the paperwork (For example the furniture is scratched, dented, cracked, fabric is torn and the box is crushed on the top corner, punctured or wet ) and 3) Get a copy of the paperwork before your driver leaves. We will be unable to assist you in repair or replacement of damaged merchandise if it is not thoroughly inspected and documented as described above.
If your piece arrives damaged, the freight company has the right to have the piece repaired back to the manufacturer's standards at their expense. They have a furniture medic on staff to assist with repairs. If the freight carrier determines the piece cannot be repaired, you have the right to be reimbursed for your purchase or have another piece sent at no additional charge and shipped out to you as soon as possible. DO NOT KEEP DAMAGED FURNITURE – SEND IT BACK WITH THE DRIVER. If you keep your damaged furniture, it prolongs the repair process.
Custom furniture is not returnable even if damage in transit occurs. If your item was damaged in transit, we reserve the right to have it repaired back to factory standards . If you self repair or use a third party to repair any issues without prior authorization, any warranty will be voided.
Arriving via Common Carrier (UPS, USPS or FedEx)
For smaller items that are delivered to your door via FedEx, UPS or USPS, you can take several pictures of the damaged item and email them to order@cottageandbungalow.com along with your order number and/or name. Once we have pictures, we will be able to assist you better. In most incidences, we will ask you to pack the damaged item back into the box, and we will have the original carrier come back and pick it up. When we send a replacement, please know that if the items was custom made, it will have to be custom made again in the same amount of time the first one took.
We cannot accept returns due to defective or damaged goods if you have been in receipt of the item for more than three (3) business days.
Can I return an item?
Eligibility for return or not is noted on every product page under the tab “Shipping & Returns”. If an item is eligible for return, it must be returned in their original packaging in unused condition. Soiled/used items will be refused and returned to you at your expense. Returns on eligible items that are not defective may incur up to a 25% restocking fee. Refunds are issued in the original payment form and price, less shipping and handling, re-stocking fees and return shipping charges. Standard shipping charges will apply for all "free shipped" non-defective items.
Only returns that have been pre-authorized may be returned. Please email us at order@cottageandbungalow.com or call us toll-free at 1(844)677-6604 for authorization within 7 days of delivery to apply for a return. With the exception of damaged merchandise, return shipping costs are at your expense. If you received free shipping on the original purchase, these costs will be deducted from the refund.
After you have received a return authorization, the merchandise must be returned to the manufacturer within ten (10) business days. Returns after this period will not be accepted and no credit issued.
What is not eligible for return?
All items of furniture, clothing, jewelry, custom or made-to-order items (these are items where you choose a specific color or are described as made upon order placement), any item from our art galleries, personalized and monogrammed pieces are not eligible for return or exchange. There are some items in the lighting category that are not eligible for return. These lighting items are clearly noted on each product page.
Any product shipped outside of the continental U.S. is not eligible for return. In the unlikely event of defect or damage, we will replace it.
We cannot accept returns due to defective or damaged goods if you have been in receipt of the item for more than three (3) business days.
Can I cancel my order?
Custom furniture orders are not eligible for cancellation or change after 24 hours of submitting your order. We do not accept returns on custom items. Custom orders can include items where you select the paint color or finish. We regret that your in-stock orders are not cancelable once they have been submitted to our manufacturers and vendors. In most cases, this is done within 12 hours of receiving your online order. You can cancel most backordered items unless they have been packaged and/or shipped. Please email us at order@cottageandbungalow.com or call us Mon-Friday from 9 am - 5 pm CST for further information.
How do you calculate shipping charges?
Our shipping rates are based on your final checkout price. Our shipping rates most accurately reflect the actual cost associated with shipping your product to you. If you have questions or concerns about how your shipping fees are calculated, please feel free to email us at order@cottageandbungalow.com or call us Mon-Fri 9 am - 5 pm CST.