- ▼ HOW WILL MY ITEMS BE DELIVERED?
Smaller items will be delivered via a courier such as Fedex. Larger, furniture pieces will be delivered via our premium freight carrier.
- ◄ HOW MUCH IS SHIPPING?*
At Whom, we decided to open up and be wholly transparent in our shipping program. We wish we could hand deliver your furniture, but we're better at woodworking than driving.
We use a national partner to transfer furniture from the factory to our local partners' distribution centers. Once it's arrived, our local partners will reach out to schedule a delivery time. We like things clean and simple.
Shipping can get pretty pricey for a couch, so we charge a simple rate: 10%. If your order is $10, your shipping is $1. If the total is $126, shipping is $12.60. Pretty easy, right?
- ◄ HOW CAN I TRACK MY ORDER?
On the "Account" page, under "Orders," the status of your item is constantly updated as we make progress.
- ◄ HOW LONG WILL MY ORDER TAKE?
We produce our pieces in 3-4 weeks, and delivery can take up to an additional seven days, depending on the location of the customer. When you place your order, we'll give you a firm date. The second your pieces are completed, they're out the door. No couch potatoes here.
- ◄ WHERE DO YOU SHIP?
We ship to the contiguous United States. We are unable to ship to Alaska, Hawaii or Canada, unfortunately. We’re working on it though!
- ◄ TO THE ENDS OF THE EARTH?
For customers located in some remote regions, there is an additional fee of $150.
- ◄ ANY LAST WORDS?
Shipping furniture is hard! Getting a toaster in the mail is a cakewalk compared to furniture. Yeesh. We've done all the heavy work so you don't have to. We use two shipping partners in order to get our product to your home, and in the interest of transparency, we're letting you in on our secret.
We drop off our items with FedEx freight, who with loving, tender care delivers them to JB Hunt, our "final-mile" provider. Both carriers will provide tracking info to you so you're kept in the loop every step of the way.
Shipping costs are non-refundable. You will be contacted when your items arrive at your local distribution to make an appointment for delivery. Please be aware that our shipping partner charges for late or missed appointments, storage fees, additional services and incorrect description of your home (example: extra stairs, doorway too small, service elevator fees, oversize vehicle frees etc.). Whom. is not responsible for those charges. Please be aware that changes or updates to delivery cannot be guaranteed after transfer to our designated shipping partner. We do not ship to Hawaii, Alaska or Canada. Shipping fees are based on pre-tax, pre-discount order total. We do not ship to PO Boxes.
Certain fees are charged by our carrier, JB Hunt, for high-rise buildings and gated communities. It is your responsibility to secure any and all permits, appointments and permissions which may be required by your building, management company, local ordinance, or any other such body or regulation. Customer assumes responsibility for all freight accessorial charges.
- ◄ THE COLOR IS DIFFERENT.
We try to be perfect, but even we can't control mother nature. Dye lots for fabrics vary slightly, so please make sure to order pieces in the same fabric at the same time. We color match orders in the factory, but can't guarantee exact matches on separate orders.
- ◄ THE WOOD IS DIFFERENT.
Wood is a natural material, and we love it for its stunning grain. This does cause variation piece by piece, making each one totally unique. The swatch box contains the most common grain we see in our pieces, but sunlight, tree species and humidity can all cause minor variation in tone.
- ◄ SOMETHING IS DEFECTIVE OR DAMAGED.
We build things to last. We make our products ourselves. No container ships, no tariff nonsense. We stand behind our quality, which is why when the once-in-a-blue-moon mistake happens, we’re on top of it. We recommend taking the following steps on each delivery:
Inspect all items immediately upon delivery. Your items should be spic ‘n span perfect, undamaged, beautiful. It might be too much! You’ll need to sit down. You’ll be another one of the 99.9% of our happy customers.
If your item has minor damage, accept delivery but when you sign off on the delivery partner’s paperwork, be sure to note “product was damaged on arrival.”
If your item has major damage, refuse delivery for that item.
Please note: if there are multiple items in your order, you must accept delivery of undamaged items. Redelivery charges are the responsibility of the consumer.
In order to be recompensed or have an item replaced in cases of damage, the following steps must be taken:
Clear photographs of the item and damage must accompany any claim.
All claims must be filed within three calendar days from the date of delivery.
Claims filed more than three calendar days after the date of delivery cannot be honored.
We resolve valid claims in one of three ways:
Repair: A local partner may be dispatched to the location to conduct the necessary repairs.
Replacement: The damaged item may be replaced in part or in whole, depending on individual situations.
Partial Refund: A proportionate discount may be issued to recompense the customer.
The terms of resolution offered for individual claims are made at the discretion of whom. If a customer does not accept any of the offers of whom., the standard return policy will apply.
If your furniture arrived damaged, please contact firstname.lastname@example.org as soon as possible. All Items marked “Final Sale” or “Clearance” are sold as-is and are not protected under claims or warranty.
- ◄ SOMETHING BROKE.
Check the warranty! We love you guys, and we right our wrongs.
- ◄ SOMETHING SPILLED.
Check the materials page!
- ◄ I DON'T LIKE IT.
That's cool. Send it back! We accept returns for up to 30 days after the date of delivery to your home. Please note that return shipping is the responsibility of the customer. See full details below.
- ◄ ANY LAST WORDS?
Had a change of heart? Your roommate doesn’t like the sofa as much as you do? We get it.
Not everything always goes as planned. On the off chance you want to return something, contact us at email@example.com to request a Return Authorization Code (RAC). Please note that this code is necessary to track all returns and it must be obtained before receiving is authorized. Then, go ahead and ship it back to us at most 30 days after it was received. Your item must remain in its original packaging and look as good as new., without scratches, dents, dings, tears, rips or any other cosmetic or structural damage.
After you have repackaged the item, you may use the freight carrier of your choice to send it back to one of our distribution centers. Make sure both your order number and the Return Authorization Code is on all boxes in plain sight.
When your items arrive, we’ll make sure everything is in order and issue a refund after inspection. The refund amount will reflect a 15% restocking charge subtracted from the purchase price.
Just a note: we can only issue refunds directly to the original payment method. If that is unavailable, store credit will be awarded. If you placed a custom order or your item was marked “Final Sale,” those items are not eligible for returns, refunds or exchanges.