Shipping policy

Shipping and Delivery Tіme Framеs

Transit Time Domestically

  • In general, domestic shipments are in transit for 2-10 days, with exceptions taking up to 14 days.

Transit Time Internationally

  • Generally, international orders are in transit for 5-22 days, depending on the courier. You will receive a more specific estimate via courier at time of checkout.

Order Processing and Dispatch Time

  • Customer will receive a confirmation email with shipping lead time. Times are estimated based on product availability. Customer will have 24 hours to change/cancel the order via our ‘Contact Us link.’ If the order is not cancelled, we will proceed with production of the order. Bar any unforeseen circumstances, wе will mаkе еvеrу effort tо fulfill your order on time.
  • Orders are usually dispatched within 2 business days of payment. Our warehouse operates Monday to Friday during standard business hours, except on national holidays. We take steps to minimize shipment delays during these instances.
Subject to stock availability
  • While we strive to maintain accurate stock counts on our website, there may be occasional stock discrepancies. In such cases, we will fulfill the available products and contact you to discuss whether you prefer to await restocking or receive a refund.

Change of Delivery Address

  • We can change the delivery address at any time before the order has been dispatched.

P.O. Box Shipping

  • Palacios Furniture does not ship to P.O. Box addresses. We are unable to offer courier services to these locations.

Military Address Shipping

  • We can ship to military addresses using USPS, but no other courier services can be used for this purpose.

Items Out of Stock

  • If an item is out of stock, we will wait for it to become available before dispatching your order. Existing items in the order will be reserved while we await the availability of the out-of-stock item.

Delivery Time Exceeded

  • If delivery time has exceeded the forecasted time, please contact us, and we will conduct an investigation.

Tracking Notifications

  • After order processing and upon dispatch, customers will receive a tracking link through which they can follow the progress of their shipment, based on the latest updates provided by the shipping provider.

Parcels Damaged in Transit

  • If you find that a parcel is damaged in transit, please take a picture of damaged Carton or Item. If possible try to reject the parcel from the courier and get in touch with our customer service as soon as possible. For LTL/Large Freight orders don't attempt to sign delivery receipt from driver until you have contacted our customer service team for instructions on how best to proceed. If the parcel has already been delivered in your absence, please contact customer service for further instructions.

Insurance

  • Parcels are insured for loss and damage up to the value stated by the courier.

Process for parcel damaged in-transit:

  • We will initiate a refund or replacement as soon as the courier completes their investigation into the claim.

Process for Parcel Lost In-Transit:

  • We will initiate a refund or replacement as soon as the courier conducts an investigation and confirms the parcel as lost.

      Shipping Cost and Methods

      • We provide Free Shipping to all Contiguous states within the United States, except Hawaii, Alaska, and Puerto Rico. Shipping rates for other States and Countries outside the Contiguous U.S. will be calculated at checkout via DHL or the chosen carrier for ground parcel/freight.
      • Most Ground Shipping orders ship via FedEx Ground, and LTL freight orders ship via one of our trusted carrier partners. 

      Freight Delivery

      Large furnishings ship with our preferred freight/delivery service providers. Items ordered with service level of ‘Standard Shipping’ will be delivered ‘Threshold' which includes directly inside front door or garage area ONLY! Orders considered ‘Free Shipping ’ will be reflected at the checkout process. This promotion excludes our ‘White Glove Delivery Service’ and is subject to change at the discretion of Palacios Furniture (llc).

      International Shipments

      • We offer International Shipping to select locations including Canada, Mexico, and the U.K. Rates for these destinations will be calculated at checkout. We may add or remove serviceable International locations at will.

      Incoterms

      • Payment for shipping will be collected at the time of purchase. The displayed shipping cost at checkout does not include import taxes- custom duty fees, these will be the responsibility of Customer. The fees are based on the destination and the regulations of country goods are being shipped to. 

      Import Duties & Taxes

      • For international shipments, import duties & taxes may be required to be paid. Palacios Furniture pre-calculates these costs displayed at checkout and gives customers the choice of pre-paying these duties and taxes, or choosing to pay them separately upon arrival in your destination country. Palacios Furniture encourages customers to prepay duties and taxes as pre-paying these will facilitate a faster delivery time as they will be less likely to be subject to delays at customs at their destination country.

      • If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to Palacios Furniture at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

        White Glove Service

        At Palacios Furniture, we offer an optional White Glove Service to ensure the safe and convenient delivery of your furniture purchases. This policy outlines the terms and conditions associated with our White Glove Service.

        Service Description

        Our White Glove Service includes the following

        • Delivery of your furniture items to your designated location within your home.
        • Unpacking and inspection of the delivered items.
        • Assembly of furniture pieces that require assembly.
        • Placement of furniture in the desired room and arrangement according to your instructions.
        • Removal of packaging materials and debris.

        White Glove Service Rates

        • Orders valued $0-$4,999.99 = $299
        • Orders valued $5,000-$9,999 = $499
        • Orders valued $10,000 and above = 10% of Total Order Value

        Scheduling of White Glove Delivery

        Once your order is ready for delivery, our customer service team will contact you to schedule a delivery date and time that is convenient for you. We will make every effort to accommodate your preferred delivery window.

        Preparing for Delivery

        To ensure a smooth delivery process, we kindly request that you:

        • Clear the designated area and pathway where the furniture will be placed.
        • Ensure that the entryways, hallways, and staircases are free from any obstacles that may hinder the delivery team's access.
        • Make sure Animals or large Pets other than Service Animals are outside immediate area of assembly.
        • Measure the intended location of Furniture to ensure it fits properly.

        Inspection and Acceptance

        Upon delivery, our team will unpack and inspect the furniture items with you. We encourage you to thoroughly inspect the items for any visible damages or defects. If you notice any issues, please notify the delivery team immediately.

        Assembly and Placement

        For furniture pieces that require assembly, our delivery team will handle the assembly process for you. Once assembled, they will carefully place the furniture in the desired room according to your instructions. Please provide clear guidance on the preferred placement and arrangement of the furniture.

        Packaging and Debris Removal

        As part of our White Glove Service, our delivery team will remove all packaging materials and debris resulting from the delivery. This ensures a clean and clutter-free environment in your home. Please note that the packaging materials will be properly disposed of or recycled.

        Exceptions

        There are a few exceptions and limitations to our White Glove Service:

        • The service is available within our designated delivery areas. Please check with our customer service team for availability in your location.
        • If there are any access restrictions or limitations that prevent our delivery team from safely delivering the furniture, alternative arrangements may need to be made. Additional charges may apply in such cases.
        • Our White Glove Service does not include furniture installation or modifications that require specialized tools or expertise beyond standard assembly procedures.


        Additional Charges:


        In certain circumstances, additional charges may apply to the White Glove Service. These charges include but are not limited to:

        • Delivery to locations outside our designated delivery areas.
        • Delivery to higher floors or buildings without elevator access.
        • Additional services requested by the customer beyond the scope of our standard service.
        • Any Item or Items that require more than one hour of assembly service.

        Our customer service team will inform you of any additional charges before finalizing the delivery arrangements.

        We strive to provide a seamless and satisfactory White Glove experience for our customers. If you have any questions or require further clarification regarding our White Glove Service, please contact our customer service team at:

        Palacios Furniture

        5325 Elkhorn Blvd #1008

        Sacramento, CA 95842

        United States

        Email: support@palaciosfurniture.com

        Phone Number: +1 888 580 9080