Your order means a lot to us, which is why we’re dedicated to providing fast, safe, and reliable delivery services for all of our products.
We’re offering FREE contactless front door delivery to ensure your safety. However, if you need to return a delivered item or cancel a shipping order, relevant fees, i.e. shipping and processing fees would be collected. For more details, you can refer to Returns & Exchanges.
If you live in a condo, apartment, high rise, metro area or another unique delivery space, please check if the package size isn’t too big to put into the elevator or if a Certificate of Insurance (COI) is required, please confirm before placing your order. For more details, please check the Unique Deliveries section below.
Here you’ll find information for shipping and delivery.
Shipping Options
- Front Door Delivery:
To help ensure the health and safety of our customers, our team, and the community, we will deliver to your door and observe social distancing with zero contact.
We’ve introduced Front Door Delivery as our default delivery option. Front Door Delivery means:
> We’ll deliver your item(s) to the front door of your house or apartment on the scheduled day and time
> On delivery day, you’ll receive a notification when the logistics team is approximately 60 minutes away
> Your signature won’t be required — the logistics team will simply photograph your order at your doorstep as proof of delivery
> If you live in a multi-unit apartment building, we’ll deliver to your front door whenever possible. If your building is restricting access to non-residents, the logistics team will deliver to the closest point to your home that they’re safely able to. - Inside Room:
Our team will bring your order to whatever room you specify. This is a great option for apartments or multi-level houses. Here’s what to expect from our 2000 In-Room Delivery service:
> We’ll bring your order beyond the doorstep and into whatever room you’d like. (Don’t worry, we always bring shoe covers to keep your home sparkling clean.)
>Our delivery teams are following local mandates and guidelines, making masks optional in some areas. However, you can always request that masks and/or gloves be worn for your delivery and we’ll be happy to accommodate.
Unboxing and Box Removal
Until you’re certain your Earth Wood piece is right for you, make sure you flatten your boxes and store them away. Otherwise, without the original packages, it is not feasible to return or exchange your item.
Estimated Delivery Windows
We are not able to guarantee exact delivery dates for our orders. However, we do provide delivery estimates based on stock levels and anticipated shipping routes. This information is updated in real time and can be found on the product page (please input your zip code to check).
For our larger items (which are not shipped via courier), you’ll have the opportunity to schedule your delivery with a local delivery team. They will be in touch to schedule an appointment as soon as your order is ready to ship.
To access your most up-to-date shipping EDT, you can follow the steps below, which will reflect the most recent information we have on hand. Please note that we are unable to provide expedited shipping on any orders.
Proof of Delivery (POD)
A POD is not simply a receipt of delivery, but an acknowledgment that the goods arrived intact. All too often, PODs are signed without inspecting your delivery.
We advise confirming that the shipment was intended for you, that the entire order has been delivered, and that it was delivered undamaged.
Anything not indicated on this form before signature will result in Castlery being unable to authorize any damage claims after your driver has left.
Please follow this checklist we have created for you to follow before the Point of Delivery (POD) is signed:
Checklist :
> Please check all cartons for visible damage.
> Please confirm you have received the correct items as per the POD and the delivery order.
> If you purchase the White Glove Service: Please wait until all items have been unpacked and there is no visible damage to the items, before signing off on POD.
> If there is serious damage to a carton point it out to the delivery driver.
> If there is damage: Please take photos of the damage and cartons.
> Please indicate any property damage caused by delivery on the POD. We will need to photographs and video footage of the damage occurring to document the damage.
If you need more information, you can call our customer care………………….