FREQUENTLY ASKED QUESTIONS

FAQS AND INFORMATION ABOUT SHIPPING, DELIVERIES, & RETURNS

Our Shipping Policy

Our Customer Service and Shipping Logistics team are dedicated to getting your purchased items shipped to you as safely and efficiently as possible. Please make sure to read this shipping policy carefully to learn more about how and when your order will ship. If you can't find the information you're looking for, don't forget we're always here to help! Chat, call, or email us, and we'll be in touch shortly.

We are delighted to offer FREE pickup (Monday through Friday, between 8:30 am and 3 pm) for all home goods and furniture orders. Please send an email to support@shopguested.com to schedule your pickup. Our warehouse address is 13504 South Point Blvd, Suite C, Charlotte, NC 28273,

For freight items, local pickup is defined as a signature-required pickup. We will help you load your items into your car if needed at no extra cost. For larger furniture items, pickup location will be located in the back of our warehouse. For information about our In-Home White Glove Delivery Service, see "In-Home White Glove Delivery Service" below.

Shop Guested is NOT responsible for any incurred storage fees or held shipment charges should you choose to delay shipment. Shop Guested is NOT responsible for any charges due to shipping arrangements made without approval from our shipping department.

Estimated Shipping Times:

Estimated shipping times vary by order. A tracking ID will be emailed to you the day your order ships out so you may easily track your order. The estimated shipping times below represent the amount of time your order will be in transit once your order has left the factory.

Orders sent via UPS or FedEx Ground are delivered on average 3-7 business days after the order leaves our warehouse.
Orders sent via a Freight Carrier are delivered on average 2-3 weeks after the order leaves our warehouse.
Orders sent via a In-Home White Glove Delivery Service are delivered on average 4-6 weeks after the order leaves our warehouse.

PLEASE NOTE: These shipping estimates represent the time it takes for an item to reach your home AFTER it leaves our warehouse and do NOT include production time for out of stock or made to order items.

When you purchase a product from us, any shipping times we provide are ESTIMATES ONLY and actual delivery dates may vary. In addition, if you elect to use our In-Home White Glove Delivery Service (see below) you will be required to make an appointment for delivery and are responsible for any storage fees or held shipment charges.

In-Home White Glove Delivery Service

Some of our products are oversized, heavy, fragile or one of a kind, and you may be required to use our In-Home White Glove Delivery Service to ensure that your order arrives safely to your door. If In-Home White Glove Delivery is selected at checkout (or otherwise requested), you will be charged a flat rate fee of $379 for In-Home White Glove Delivery In-Home White Glove Delivery is also available for you to select as your delivery method on many items even when not required.

When your In-Home White Glove Delivery order reaches your local delivery hub, you will be contacted to schedule a by-appointment 4-hour delivery window to receive your order. In-Home White Glove Delivery is made Monday through Friday, 8 a.m. to 5 p.m.

As part of our In-Home White Glove Delivery Service, we will bring the item(s) into your home, carry your item(s) up to 1 flight of stairs, and dispose of the packaging materials. Our In-Home White Glove Delivery Service is UNABLE to provide assembly and construction, move existing furniture, or make any modifications to your home. You may add on assembly services at an additional cost at checkout.

Please measure your space (doorways, elevators, stairways, etc.) before buying products from us to ensure that they will fit into your home. If a product does not fit, it will be sent back to us and outbound and return shipping charges plus a restocking fee will be deducted from your refund.

Please contact us ahead of time at 504-345-1680 if there are any delivery challenges at your home we should know about, such as multiple flights of stairs or a narrow or long driveway. Note that additional charges may apply in such instances.

Expedited Shipping

Expedited shipping is available on select items for an additional cost. Please email us at support@shopguested.com to inquire about expediting your order.

International Shipping

We do not offer international shipping at this time. We apologize for the inconvenience.

TRACKING INFORMATION FOR OVERSIZED AND FREIGHT DELIVERIES
Please note, tracking information for freight deliveries may not show movement as soon as it is provided. Initially, tracking information will show "Order Registered" but will not show movement until it reaches the shipper's Hub for mid-transit inspection. Until it is scanned, the shipper is not going to have a record of your order. Once it is scanned your tracking will reflect when it was picked up, scanned, and typically will show estimated transit information. From there, shipments will start transit to the local terminal closest to you and the tracking will reflect that movement. Once it arrives locally, the shipper will give you a call to schedule the delivery with you at your convenience.

LOST PARCELS

In the event that the package is not received or lost in transit, but shows delivered to the shipping address associated with the order, Shop Guested will not be liable for non-receipt of goods or replacement of goods. Shop Guested will assist in filing a trace and claim with the respective carrier to assist client in locating lost parcels. Parcels that are unclaimed or refused will be subject to applicable return and re-stocking fees and will not be considered cancelled.

OVERSIZED ITEMS

Please ensure to measure properly prior to placing any orders. If you have any questions regarding the product’s size and delivery methods or carriers, please email support@shopguested.com. Orders that are cancelled or refused at delivery due to sizing issues are considered a return.

RETURN POLICY

Our team strives for excellence when curating and delivering our products.

If you are not completely satisfied with your purchase, please contact us to provide details of the issue with your item(s) within 30 days of the delivery date, with proof of purchase. Note that returns or exchanges are not accepted for special orders, items that have been installed and or used, items no longer in their original packaging, wallpaper, perishable items, and other items as designated on the product pages as final sale. Other exclusions may apply. Contact us for details.

DELAYED SHIPMENTS
Please reach out to our Support Team at support@shopguested.com, via chat on our site, or via our online form if you are experiencing delays or have questions about the status of an order, an agent can look into this for you and provide you with the most up to date delivery information.

INITIATING RETURNS
Customers must contact us in advance of returning items to receive a Return Authorization Number and appropriate instructions. Returns sent that do not include Return Authorization will not be accepted.

All returns & exchanges must be post-marked within 30-days of the initial delivery date without exception.

A return fee will be deducted from the credit and it is the customer's responsibility to pay for shipping the item(s) back to Shop Guested. For returns of rugs, lighting, furniture, and planters the cost of the return shipment plus a 5% return fee will be deducted from the return credit.

Upon return, your item will be inspected and exchanges, credits, or refunds will be issued to the original method of payment. Any taxes charged will be refunded in accordance with applicable laws. Delivery fees are non-refundable with the exception of manufacturer defects or transit damage. Shop Guested reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the client.

PREPARING YOUR RETURN
Shop Guested reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage in return transit, installation or misuse by the client. All items must be shipped back securely within their original, protective outer packaging/parcel, and internal protective material, or items must be repackaged with adequate, protective material and an outer box/parcel without exception. Damaged and unpackaged returns will not be accepted.

DAMAGED OR DEFECTIVE ITEMS
If your orders is delivered via Freight or LTL Truck Carrier, customers agree to inspect goods before accepting delivery.
If any item arrives damaged or is defective, customers must reject the delivery and notify client services within 48 hours. If your item is being delivered with an oversize or white glove carrier, please thoroughly inspect your item before signing for the delivery. Damages or defects or missing items must be noted on the receipt with the carrier. If the receipt from the carrier is signed and issues are not notated, Shop Guested is not responsible for any defects or damages found after delivery is completed.
If UPS, USPS or FEDEX deliveries arrive with evidence of damage, customers must notify client services within 3 business days of original delivery date.

Images of any damaged and/or defective items are required to be sent via email before return authorizations can be issued.
If you have received item(s) that are incorrect and not as indicated on your purchase receipt, please notify client services team within 3 days to initiate a replacement request.

If you have any other questions or concerns, please email us at support@shopguested.com