Shipping & Returns

Shipping

PRODUCT LEAD TIMES are listed in the "Details" tab on each product page. Be sure to read the details for each product to get product dimensions, shipping lead time, and any other important info about the item. What do I mean by lead time? The product lead time is the time it takes to process the order, have the item made (or pulled if not custom), and shipped to your door.  Lead times can vary between a few days to a few months for large custom furniture pieces. 

SMALL ITEMS ship via small parcel service like UPS or Fed-Ex and usually ship within 2-3 days unless noted otherwise in the details tab on the product page. We try our best to get orders processed and shipped ASAP so you can start enjoying your purchase!

LARGE ITEMS will usually ship via freight carrier and be delivered by a third-party White Glove delivery team. If you have special needs regarding your delivery (like a 3rd floor walk-up apartment or have an inaccessible driveway) please let us know at checkout so we can make special arrangements for your delivery. A team member may reach out to you if we need any additional information to process your order in a timely manner. You can always contact us HERE or call 478-342-6394 or email sales@robinsonhome.com. 

SHIPPING RATES are calculated at the time of checkout and a breakdown of shipping charges can be found HERE

What is White Glove Delivery? Many large items require freight shipment and can be very difficult to get into your home. With white glove delivery, your items will be delivered by a truck with a lift gate straight to your home. The driver (and usually a helper) will unload and unbox your item and place it on the first floor of your home in the room of your choice (within reason). After you have inspected the items for damage and accepted the delivery, they will then remove the packaging debris and be on their way. 

RECEIVING FREIGHT ITEMS that show apparent damage. If an item is delivered to you with visible damage, please point out the damage to the delivery personnel and have them contact us directly for resolution. Usually, damaged items will be caught by the white glove delivery company before shipment, but accidents do sometimes happen. 

RECEIVING SMALL ITEMS that appear to be damaged. If a package being delivered via UPS appears to be damaged, please refuse shipment on the package and have the UPS delivery person make note of the damage. When we receive your package that was refused, we will inspect the items inside for damage and process a replacement as soon as possible. If a damaged package was delivered with no one to sign for it, please follow the directions below. 

 

Damaged Items

SMALL DAMAGED ITEMS that were received via UPS or common carrier should be reported to us within 5 business days so we can begin processing your return. If possible, deny the shipment so it can be automatically returned to us. In order to file a damage report, please fill out this form and provide all of the information requested so we can get your replacement item to you as quickly as possible. 

 

Returns

RETURN ELIGIBILITY is different for each item that we offer. The return eligibility of an item will be listed on the "Details" tab of its product page. Many smaller items are eligible for return for a full 30 days after the date of purchase. Can't find an item's return eligibility listed online? Contact us HERE or call us at 478-342-6394 or email sales@robinsonhome.com. Please provide your name, order number, and a description of the item in question so we can make sure you have the correct information. 

ITEM CONDITION is important for eligibility to be returned. If the items are listed as returnable, the item must be in re-sellable, "new" condition in order to receive a full refund for your order. 

RETURN SHIPPING on items eligible for return will be paid by the customer. Please DO NOT ship the item until a customer service representative has provided you with the correct return shipping address and an RMA number. 

REQUEST A RETURN by filling out this form and providing your name, order number, a description of the item to be returned, and the reason for the return request. A customer service representative will contact you regarding your return status, shipping information, and any additional restocking fees.

RESTOCKING FEES vary depending on the eligible item being returned.  When you submit your return request, a customer service representative will contact you about any fees associated. 

REFUNDS on returned items that are submitted correctly will be processed back onto the original method of payment. Refunds can take 8-10 days to process once we receive your returned item(s). 

 

REQUEST A RETURN