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Shipping & Returns

Free Shipping:

We offer FREE shipping throughout the contiguous United States (i.e. in the lower 48 states). If items are shipped outside of contiguous United States, additional costs will apply, in which case we will use our preferred carriers to insure the inexpensive possible costs to you. If we determine that we are unable to ship to your location we will contact you by phone and make the necessary adjustments. Please contact us for placing orders to locations outside of the contiguous United States.

Estimated shipping dates will be available during the checkout process. All Shipping dates are only estimated and are subject to change based on availability. Once the product ships, an email will be sent with the tracking number and you will be able to track your order via 3rd party carrier. Delivery times may change based on carrier availability and customer address.

Shipping Methods:

1. UPS/FedEx – This method applies to items with size and/or weight small enough to be handled by these carriers. You will be able to track your delivery using standard UPS/FedEx tracking numbers using www.UPS.com or www.FedEx.com

2. Freight Delivery - Freight delivery is made for items with size and/or weight too large for small package carriers such as UPS or FedEx. Deliveries will be made during normal business hours and the delivery agent will contact you in advance to schedule a convenient time of delivery. The items will be dropped off on the driveway of the house and it will be your responsibility to move the items into your desired location.

3. Signature Required - Freight deliveries that are larger than UPS/FedEx parcel and require a delivery appointment, will require a signature at the time of delivery. Signatures ensure that your freight has been inspected and allows for any exceptions to be noted on the delivery receipt with the carrier.

Damaged Items:

If you receive a damaged product, you will have the option to refuse delivery and document specific damages to the product on the delivery receipt. Contact us with the details of the damage so that we can return or exchange your merchandise. If the damage is not discovered immediately at the time of the delivery, we allow 3 business days after delivery for customers to send us a claim with supporting documentation and photos. This window might be extended with custom items. We will review and approve the claim within 7 business days. If the claim is approved, we will send you replacement parts for the damaged goods at no additional cost to you.

30-Day Returns

At Olive & Stone Furniture, we understand that the purchase of furniture and home decor represents a significant investment, and we strive to ensure the complete satisfaction of all customers. Should a product you purchase from our online shop not match your expectations or needs, Olive & Stone Furniture abides by a conditional 30-day return policy to allow our customers to shop confidently with peace of mind.

As always, while your return is being processed our trained team of sales representatives will be happy to help you shop on our site for alternative furniture and decor options that might better match your personal style preferences.

Not all items are eligible for returns, and customers may be responsible for restocking fees or other fees associated with their return. Only products in “Like-New" condition will be eligible for returns. Items must be postmarked for return within 30 days of delivery to the customer to be eligible for a refund.

“Like-New" condition is defined as:

  • An undamaged item in the original unmarked packaging
  • An item that has not been installed or modified
  • An item that includes all additional parts, accessories, and instruction manuals

    Exceptions and Items not Eligible for Return

    Returns are Not Available for Products from the Following Manufacturers:

    • Breezesta
    • Moon Valley Rustic
    • Source Furniture

    Additionally, certain items are not eligible for returns. The following items, and returns received under the following conditions, will be ineligible for a return or refund credit:

    • Replacement cushions are made to order and therefore are not eligible to be returned. Due to this policy from the manufacturer, we request you contact our sales team to verify you are ordering the correct cushions.
    • Custom Items that are marked with the label Special Order will be subject to a 30% restocking fee. You can always request swatches before ordering
    • Items that have been damaged or altered from their original state in such a way to make them ineligible for restocking/reselling (this includes modifications to the item made after delivery as well as wear and tear from use).
    • Items without their original packaging
    • Items postmarked for return 30 days or more after the date of delivery (unless approved by Olive & Stone Furniture)
    • Items with no RGA or expired RGA (RGAs expire after 10 business days. To return an item with an expired RGA, a new RGA number must be acquired. Applications for new RGAs may be denied)
    • Items shipped to Alaska, Hawaii, Puerto Rico or international addresses
    • Samples are not refundable. We will apply the cost of a sample order to the purchase of the full size product. Some samples will need to be shipped back to the manufacturer for this credit to apply
    • Items that are made-to-order with modifications not normally done by the manufacturer at the customer’s request

    To Complete a Return, Execute the Following Three Steps:

    1. Receive Authorization & Instructions

    To initiate a return, have your order number ready and contact us. A customer service representative will promptly review your order and create a Return Case, answering any questions you may have.

    2. Pack and Ship Your Item(s)

    A Return Goods Authorization (RGA) number will be issued by the manufacturer within 7-10 business days of the initiation of the return. At this point you must package your item for return shipping. See below for additional information regarding shipping fees and procedures.

    When packing your item(s):

    • Ensure the item is well packed in its original packaging
    • Attach the return label to the outside of the box
    • Do not write on or mark on the box in any way other than to attach the return label
    • We will monitor the return and handle any shipping issues that arise

    3. Complete Your Return

    Once received by the manufacturer, returned items will be inspected to verify their “like-new" condition. Once the “like-new" condition is confirmed we will process your credit associated with your return.

    Credit returns generally take less than 10 business days to process, but may take longer depending on the particular case

    You will be refunded via the same method by which the returned product(s) was originally purchased

    Return Fees and Procedures

    If items are delivered in good condition and customer still chooses to return the product, the return shipping costs and a 25% restocking fee will be deducted from the refund for the return of undamaged, non-defective, “Like-New" items.

    All small items ship via FedEx/UPS. Olive & Stone Furniture may issue a prepaid return shipping label to you by email:

    • Your packaged and labeled return may be dropped off at any FedEx/UPS location or you may call the carrier to have your package picked up.
    • Return shipping labels expire 2 weeks after the date of issue and will not be reissued by Olive & Stone Furniture. It is the responsibility of the customer to arrange for the return of items before the expiration of issued shipping labels.
    • Tracking information for your package will be provided, and you may monitor your return online while it is in transit.
    • Olive & Stone Furniture will be responsible for any damages or lost shipments incurred during return shipping.
    • All damages must be reported within 3 days from the receipt of the products.
    • All orders require a signature upon delivery. If you request to have your order dropped off with no signature, a claim cannot be reported if damages occur.

    All large items ship by freight carrier. Olive & Stone Furniture will coordinate with you and the freight company to determine a date and time for pick-up of large items.

    • You are responsible to be physically present at the time of pick-up.
    • Freight companies selected to retrieve products for return will be chosen at the discretion of Olive & Stone Furniture.

    Exchanges

    Customers placing exchange orders for equal or greater value will qualify for having the restocking fees waived.

    Cancellations

    All orders are automatically processed on our secure merchant processor and sent for manufacture/shipment as soon as they are placed. During this process we incur irreversible fees. Therefore, while we understand that orders might need to be changed sometimes, we are unable to do it free of charge after a certain point. We strictly adhere to the following cancellation policy:

    • If you cancel your order BEFORE it has been shipped, you will be assessed a 10% cancellation fee before credit is issued.
    • If you cancel your order BEFORE it has been shipped, but after 7 days from the order date, you will be assessed a 25% cancellation fee before credit is issued.
    • If you cancel your order AFTER it has been shipped, please follow our Return policy. The cancellation will be treated as a Return with all applicable fees.

    Warranty

    Most products sold on Olive & Stone Furniture are backed by a manufacturer warranty. Olive & Stone Furniture does not directly offer warranty to customers, but our team will do our best efforts to assist you in resolving any issues during the warranty period. If you experience an issue with an item that offers a manufacturer warranty, please contact us. We will help facilitate a resolution or put you in contact with the manufacturer so they can assist you directly. Please review the details on the product pages to see if the product you are purchasing has a manufacturer warranty.

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