Shipping policy

Delivery Service Options

To ensure the best possible experience for you, our standard method of delivery is In-Home Delivery and Assembly by our in-house delivery team or a vetted white glove service partner. For other shipping and delivery service options, please contact our service team prior to ordering. 

Fees/Delivery Cost
Delivery costs are calculated at checkout for our standard service areas anywhere else will require a custom quote prior to ordering.

Redelivery fees
If redelivery of your order is required due to a missed delivery appointment with our delivery team, there will be a $149 fee for an additional delivery attempt.

Planning a Delivery
Measure your space before you order, think about any potential tight areas along the route from the parking area to the room where your furniture will be delivered. This may include things like elevators, sharp corners and stairwells. If you are unsure, feel free to email us at service@lockandmortice.com and we will be more than happy to walk you through the process of confirming whether the products you are interested in will fit into your space. We do this all the time so don’t leave it to chance, let us help.

Once your order is ready for delivery, a team member will contact you to schedule a date and time window (typically 2hr window )for delivery. Note, evening and weekend deliveries are not available at this time. If a Certificate of Insurance (COI) is required to enter your building, please inform us when scheduling your appointment. 

During the pre-scheduled time window, our delivery team will deliver your new furniture into your room of choice, unwrap it, set it up and haul away packaging. If you live in a walk-up apartment, please let us know in advance so we can arrange the appropriate delivery options.

Split Deliveries
If your order includes multiple items, we usually wait until your entire order is ready for delivery and deliver together, ensuring one delivery fee and date as well as keeping our carbon footprint as low as possible. In some cases a split delivery may be necessary but these will be handled on a case by case basis.

Order Holds
If you'd like to schedule your delivery for a later date than the estimated estimated lead time of the product(s) in your order, you can add delivery instructions at checkout or contact our service team directly service@lockandmortice.com to specify when you would like your order to be delivered. 

Refused Delivery
If you refuse the order delivery at the door, for reasons other than damage or manufacturing defect, it will be processed as a return. Once the item is back at our warehouse, we’ll issue a refund for the item’s price, minus the 25% return processing fee. Your initial shipping fee, if any, will not be refunded since the delivery was completed.

Certificate of Insurance
If your building requires a Certificate of Insurance (COI) for delivery, we can help once you’ve placed your order. Just email us at service@lockandmortice.com. If your building has a specific COI template, please include it as an attachment. If not, please provide the name, address, and the required coverage amount for the COI.

Remote areas
We try our best to get all orders delivered in a timely manner, but if you live in a remote area, there may be delays. Let us know in advance if you live in a challenging delivery location and we will work with you to come up with a solution.

Haul-Away Services
We currently don’t offer haul-away services for old or used furniture.