Delivery and Cancellation Policy

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Customer Pick Up:

The delivery department will contact you to schedule the pick-up day and time frame. Please be aware that our team cannot offer assistance with loading. Once possession of the order is transferred to the customer or their authorized representative at the warehouse, Lutra assumes no responsibility for any loss, shipping damage, costs, or expenses incurred thereafter.
If you arrange for a third party to collect your order, please notify us in advance and ensure they bring a valid photo ID, as our warehouse team may refuse pickup without it.

Standard Shipping:       

Standard Shipping includes delivery to the threshold, defined as the "first dry area" like a garage or lobby/service area of a high-rise building. Please note that Standard delivery excludes inside delivery, assembly, or removal of debris/packaging. Signature is mandatory for all deliveries unless shipped with UPS or small parcel carriers.

White Glove Shipping:

Our White Glove service provides a comprehensive delivery experience, including delivery, bringing items inside and placing them up to one flight of stairs, assembly, and disposal of bulky packaging materials. If you are considering a return, kindly ask to retain the packaging.

It's important to note that this service doesn't cover the installation of wall mounts or light fixtures. Our team is solely authorized and insured for moving the merchandise being delivered.

Lutra is not liable for damages to items not properly cleared prior to our arrival. Please clear the path, secure light fixtures, set rugs in and confine pets to another room.

Customers are accountable for ensuring purchased furniture fits through all necessary spaces such as rooms, elevators, stairwells, corridors, and doorways. If upon delivery, the furniture does not fit, the customer will be responsible for another delivery fee (additional fees may apply).

Essential Informations Regarding Delivery:

  • Delivery department will contact you 24-48 hours prior to delivery to schedule a time, which will vary based on their availability. During this call, you can provide any necessary information to assist the delivery process. Deliveries occur Monday to Friday within a 2 to 4-hour window.
  • The delivery date provided for your order is an estimate. Please note that the actual delivery date may be subject to change due to circumstances beyond our control. Lutra will not assume liability for any loss, damage, cost, or expense arising from delays in shipment or delivery.
  • Please let us know of any special circumstances that could impact delivery. This includes requests such as designated parking for the driver or delivery to a side door or garage entrance.
  • Ensure you don't miss your delivery appointment to avoid additional fees, including charges for re-delivery, storage, and return shipping.
  • If you anticipate any time constraints that may affect the delivery of your order, please inform us via our 'Contact Us' page before placing your order to discuss potential delays. In the event you become aware of a scheduling conflict after placing your order, kindly notify us before the scheduled shipment date. We may offer temporary storage options, subject to daily storage fees payable by the customer.
  • In instances where the customer cannot be reached via phone or email, or is unable or unwilling to accept delivery after 30 days despite Lutra's attempts to communicate, the customer will forfeit the entire order, including any outstanding payments. Lutra reserves the right to determine the appropriate course of action regarding the items in the order.
  • If you authorize an adult, 18 years or older, to receive the merchandise on your behalf, you are still responsible for making sure all merchandise is accounted for, in satisfactory condition
  • Please be sure to sign the delivery receipt in the presence of the delivery company representative as acknowledgment of receiving your order. Upon delivery, please inspect your items thoroughly for any visible signs of damage, missing components, or inaccuracies. If damage is noted, please retain the item, note the issue on the delivery receipt, capture several photos if possible, and reach out to us within 24 hours of receiving your delivery. By signing the delivery receipt without any mention of missing, damaged, or incorrect items, you acknowledge the receipt of the complete order in perfect condition.
  • If Lutra finds that all attempts to resolve the issue have been unsuccessful, Lutra reserves the right to cancel the damaged or defective item and issue a full refund, minus any incurred shipping charges.

Cancellation:

Orders can be canceled or revised within 3 days of placing the order unless it’s already scheduled for delivery. Once the initial 3 days period has passed, orders are subject to a 35% restocking fee in addition to any shipping charges incurred as may apply.

  • Customized items or special orders are not eligible for cancellation.
  • Items on clearance marked as final sale, or marked as floor samples are not eligible for cancellation.

Thank you for choosing Lutra!  We hope you enjoy your shopping experience with us. For additional information, do not hesitate to contact us at info@lutrafurniture.com