Order Status FAQ – Maiden Home

Order Status FAQ

Order Status
Order Status

Order FAQs
How long will it take for my furniture to arrive?

We work hard to deliver your furniture as soon as possible, while maintaining the care and quality of our custom production process. The timeframe to receive your furniture will vary based on the nature of the product selected as well as your location.

Our custom pieces are ready for delivery in as little as 2 weeks from time of order. To understand the lead time of a specific product you are considering, please refer to that product’s shopping page.

After you place your order, you will receive an email notifying you that your furniture is in production. You will receive another email when your order has shipped, communicating an estimated timeframe in which your order will be ready for delivery. Approximately 2-4 weeks after shipping, you will receive a call from our local white glove delivery agent to schedule a delivery date and time window that suits your schedule. Please note, shipping for international orders typically takes 5-7 weeks. If your piece is to be delivered via UPS, you will receive an email with your tracking number at the time of shipment. You can learn more about our delivery experience here.

Can I expedite my order for an upcharge?

Each piece is custom made to order, so we are not able to expedite. We do our best to deliver each piece as soon as possible.

Can I make changes to my order after it has been placed? Is it possible to cancel an order?

All orders are entered into production immediately - this means frames are being crafted and fabric is cut right away. For this reason, a minimum of $100 and up to 10% change fee will apply, dependent upon where the piece is in production, for any changes requested after one business day of placing your order. Changes made after one business day require production to start over.

If your order has not yet shipped, it is possible to cancel your order. For requests to cancel after one business day of placing your order, a 10% cancellation fee will apply. Orders that have shipped must be successfully delivered before our return and exchange policy can apply.

Can I place my order and then choose my upholstery at a later date?

Fabric and leather is cut immediately upon orders entering production, so your choice of fabric or leather must be confirmed prior to placing the order. For this reason, a minimum $100 and up to 10% change fee will apply, dependent upon where the piece is in production. Changes made after one business day require production to start over.

When will my order ship?

You will receive a shipping confirmation when your piece ships out with a narrow window during which you can expect to be contacted to schedule delivery. Our team is monitoring your order carefully, and you can expect that your order is on track unless our team has reached out to you personally with an update.

Will my furniture arrive before the holidays?

Your provided delivery window is our best estimate for when you can expect your furniture to arrive. We cannot guarantee delivery by a specific date, as we are always working to deliver as soon as possible. If your piece has shipped, our scheduling call window is our best estimate for when you can expect to be contacted to schedule your delivery. Specific delivery days are subject to our partners' routes and availability.

Who will contact me when my piece is ready for delivery?

Our local delivery partners will reach out to you when your piece is ready for delivery via phone or email. Please check your spam folder if you’re having trouble hearing from our delivery partners. You can learn more about our shipping experience here

I will not be home during my provided delivery window. What are my options for delivery?

Friends and family are welcome to accept your delivery on your behalf, as long as they are able to inspect your pieces, sign for delivery, and note any issues on the Proof of Delivery form.

How will my furniture be delivered?

We offer unlimited white glove delivery for a fee of $145 or more dependent on destination location, regardless of the weight, size, or spend of your order. A selection of our smaller items, such as stools ship free via UPS.

Our pieces are custom-made to order, and individually wrapped for safe and hygienic transport to your home. A two-person delivery team will arrive during your scheduled delivery date and time window, bring your furniture into your room of choice, unpack it, and remove all packaging. Our delivery partners are following local guidelines on safe delivery practices.

How should I prepare for delivery?

Ensure pathways to the room where you'd like your furniture placed are clear and easily accessible. Ensure the room is clear and ready for the new item. Be prepared to inspect your item upon delivery to ensure damage hasn't occurred in transit.

How do I ensure my piece will fit into my home?

We strongly recommend referencing our Fit Guide prior to purchase to ensure a successful delivery into your home. You will need to compare key product dimensions to sizes of any entryways, hallways or doors your furniture will need to maneuver through. Your Design Advisor is also available to help with decisions of fit.

Please note, we cannot accept returns or exchange on pieces that we are unable to deliver due to sizing/fit issues, so please do not skip this important step!

Are legs removable for delivery?

Most Maiden Home pieces have removable legs or bases to facilitate delivery into tight spaces. Please note the below exceptions:

  • Dune Collection
  • Warren Collection
  • Mercer Chair
  • Leroy Chair
  • Downing Chair
  • Hayes Chair
  • The Morro Tables
  • The Reyes Bench
  • The Reyes Stool
I ordered a sectional. How will it ship?

Sectionals ship as two or three pieces, depending on your configuration. You can review your sectional dimensions on our product pages and our measuring guide here

How will the beds be shipped and assembled? Will the delivery team assemble the bed for me?

Your delivery team will set up and assemble your Maiden Home bed as part of our white glove delivery service. The side rails, footboard, and headboard easily lock together.

Our beds will be broken down into four component pieces for shipment:

  1. Headboard with back legs already attached
  2. Footboard with front legs already attached
  3. Two side rails
  4. Upholstered platform with supporting slats for underneath your mattress
Will the delivery team remove my existing furniture?

Our partners are not able to remove existing furniture at the time of delivery. For a smooth delivery experience, please arrange for removal of existing furniture prior to your delivery date.

If I order multiple pieces, will they be delivered at the same time?

Yes, all pieces from a single order will be delivered during the same delivery appointment. If you would like multiple orders delivered simultaneously, reach out to us and we'd be happy to accommodate this request.

My building requires a Certificate of Insurance. How do I request this documentation?

Our delivery partners are able to provide this documentation. When they reach out to you to schedule your delivery, please let them know that you need a Certificate of Insurance, and they will send one to you in advance of your delivery.

What happens if I miss my delivery appointment?

If you miss your delivery appointment, a redelivery fee of $250 will apply.

What happens if my furniture arrives damaged?

After your delivery team has fully unpacked your furniture, do a full inspection to check for any damage that may have occurred in transit. If issues are found, thoroughly document them on the delivery team's Proof of Delivery form before signing. While damages in transit may occur, ensuring that they are thoroughly documented by our delivery partners will allow us to resolve them in a more timely manner.

Please do not refuse delivery, as this may cause a delay in resolving the issue. Reach out to us at 888-513-5754 or support@maidenhome.com so that we may assist with next steps. We will evaluate next steps based on photos of the piece and will arrange to restore your piece to the condition it was in upon leaving the workrooms of our North Carolina partners. Note all damages must be reported to Maiden Home within 24 hours of delivery.

What do I do if I believe my product is defective?

If you suspect manufacturing defects, please contact us as soon as possible. Our Quality team will evaluate next steps based on photos of the piece. If an issue is found, we will work to make it right or to restore your piece to our high standards for quality.

What is your return policy?

We're confident you'll fall in love with your furniture, but just in case you don't, we offer a return policy unheard of in custom furniture. Contact us within 30 days of delivery to return your furniture and we'll come pick it up. Unless it is damaged, soiled, or excessively used, we'll refund you the full amount minus 10% of your purchase price to cover the pick-up and donation of your piece. All pieces must be successfully delivered before we can initiate a return.

Please note:

  • We cannot accept returns or exchanges on pieces that we are unable to deliver due to sizing/fit issues (i.e., sofa or chair cannot fit into home).
  • We cannot accept returns or exchanges on pieces that have been altered or customized in any way post delivery.
  • White glove shipping charges are non-refundable.
  • All orders requiring extra customization (e.g. special sizing, configurations, COM) are final sale.
  • We can only accept one return or exchange per household (identified by delivery address).
  • 10% of your purchase price is withheld from all refunded pieces, including those that encounter manufacturing defects or transit damage. In these instances, every effort is made to restore the piece to its specifications, which may include a repair or replacement. 
What is your exchange policy?

Contact us within 30 days of delivery to exchange your furniture for a new piece. Depending on the new piece ordered, we will either send you a custom invoice or refund you for the difference, this will include our 10% return and exchange fee. Please note we can only accept one exchange per household so the new piece will be final sale.

How do I initiate a return or exchange?

To initiate a return or exchange, please contact us at support@maidenhome.com within 30 days of receipt of your furniture.

What is your warranty policy?

We guarantee our furniture is produced at the highest quality standards, and we back this up with an industry-leading warranty policy. Specifically:

  • Frames and spring systems are under warranty to be free from manufacturing defects for the life of the product.

Please see our full Warranty policy.