Shipping policy
Pacific Nook Furniture offers several fulfillment options depending on the merchandise, destination, building access, and service availability. Options may include Standard Curbside Delivery, White Glove Delivery, Extended Delivery, small-parcel shipping, and Warehouse Pickup.
The service stated at checkout, in a written quote, or in the order confirmation determines what is included with an order. Delivery fees vary and will be calculated at checkout or confirmed before delivery is scheduled.
This policy should be read together with our Refund / Return Policy and Terms & Conditions. Nothing in this policy limits any consumer rights or remedies that cannot legally be limited.
1. Standard Curbside Delivery
Standard Curbside Delivery may be available for eligible addresses within our local delivery area, generally including locations within 45 miles of our Woodinville warehouse.
Availability and pricing depend on factors such as the delivery address, item dimensions and weight, order size, access conditions, and carrier requirements.
Service Includes
- Delivery to the curb or another safe, carrier-accessible location.
- Delivery during a scheduled delivery window.
- A delivery acknowledgment or signature when required.
Service Does Not Include
- Entry into a residence, lobby, apartment building, or other premises.
- Moving merchandise to a front door or inside a building.
- Carrying merchandise up steps or stairs.
- Unpacking or assembly.
- Removal of packaging or pallets.
- Breaking pallets into individual items.
An adult age 18 or older must be present to receive the order. Customers are responsible for arranging sufficient assistance to move, unpack, and assemble curbside-delivered merchandise after delivery has been completed.
2. White Glove Delivery
White Glove Delivery may be available for customers requiring in-home delivery, placement in an agreed room, and assembly when expressly included in the order.
Availability and pricing depend on the delivery address, merchandise dimensions and weight, stairs, elevators, carrying distance, required labor, building restrictions, and other access conditions.
Heavy merchandise, including marble and stone pieces, may require White Glove Delivery or another delivery method approved by Pacific Nook.
Service May Include
Depending on the services listed in the order confirmation:
- delivery into the residence;
- placement in an agreed room;
- unpacking;
- basic assembly; and
- removal of packaging.
Only the services expressly stated in the order confirmation are included.
Service Does Not Include
Unless separately approved in writing, White Glove Delivery does not include:
- electrical installation;
- plumbing connections;
- wall, television, artwork, or mirror mounting;
- moving or removing existing furniture;
- removal of doors, windows, railings, or trim;
- structural modifications;
- hoisting or crane services;
- delivery through windows or balconies; or
- services requiring a licensed contractor or specialized installer.
The delivery team may decline any requested action that is unsafe, outside the purchased service, or reasonably likely to damage the merchandise or surrounding property.
An adult age 18 or older must be present throughout the delivery.
3. Extended Delivery
For destinations outside our local delivery area, Pacific Nook may arrange freight or third-party carrier delivery.
- Availability and fees vary by merchandise, destination, and carrier.
- The service may be curbside, threshold, room-of-choice, or another service specified in the order confirmation.
- Remote locations that cannot be safely accessed by standard freight carriers may not be eligible.
- We do not deliver furniture to P.O. boxes.
- The carrier’s reasonable scheduling and access requirements may apply.
Customers will be informed of the applicable service level before delivery is scheduled.
4. Small-Parcel Shipping
Smaller merchandise may be shipped through a parcel carrier. Tracking information will be provided when available.
A signature or adult recipient may be required. If no authorized recipient is available, the carrier may attempt redelivery or redirect the shipment to an authorized pickup location.
Carrier-imposed redelivery, address-correction, storage, or access-point charges may be the customer’s responsibility when caused by inaccurate information or customer unavailability.
5. Delivery Fees and Additional Charges
Delivery fees vary and may depend on:
- delivery distance and destination;
- item dimensions, weight, and quantity;
- selected service level;
- stairs, elevators, and carrying distance;
- restricted delivery hours;
- parking or loading-dock requirements;
- additional personnel or specialized equipment;
- remote-area service;
- split deliveries;
- building documentation or insurance requirements; and
- other disclosed access or handling conditions.
The applicable delivery fee will be calculated at checkout or confirmed in writing before scheduling.
Additional charges may apply if the actual delivery conditions differ materially from the information provided by the customer. When reasonably possible, those charges will be communicated before the additional service is performed.
6. Processing and Estimated Timelines
Unless a different estimate is stated on the product page or order confirmation:
- In-stock merchandise is typically ready for pickup within one business day.
- Local delivery is scheduled after the merchandise is ready and full payment has been received.
- Special-order, custom-order, and backordered merchandise generally arrives at our warehouse within 10–12 weeks.
- Extended Delivery timing depends on the carrier, destination, and freight schedule.
Processing, production, arrival, shipment, and delivery dates are estimates unless Pacific Nook expressly guarantees a date in writing.
Delays may result from production schedules, material availability, customs clearance, port congestion, severe weather, transportation disruptions, carrier availability, labor disruptions, building restrictions, or other circumstances outside our reasonable control.
If we cannot ship an order within an expressly promised shipment period, we will provide notice and any delay-consent, cancellation, or refund options required by applicable law.
7. Delivery Scheduling
Delivery scheduling begins after:
- the merchandise is ready;
- all required information has been received; and
- the order has been paid in full.
Customers must provide an accurate:
- delivery address;
- telephone number and email address;
- gate or access code;
- building and parking instructions;
- elevator or loading-dock reservation; and
- description of any stairs, tight turns, restricted access, or special conditions.
An adult age 18 or older must be available at the delivery address for the entire scheduled delivery window.
Delivery windows are estimates. Arrival may be affected by traffic, weather, earlier appointments, building access, or carrier operations.
8. Rescheduling and Missed Deliveries
Please contact Pacific Nook as soon as possible if a delivery must be rescheduled.
A rescheduling or redelivery fee may apply when:
- the request is made within three business days of the scheduled delivery;
- no adult is available during the delivery window;
- the delivery team cannot access the address;
- required building arrangements have not been completed;
- the address or contact information is incorrect;
- the merchandise cannot be delivered because of undisclosed restrictions; or
- the delivery cannot be completed due to another customer-controlled condition.
Third-party carrier rescheduling requests and charges may also be subject to the carrier’s procedures.
If applicable charges are not paid, the merchandise may be returned to the warehouse and storage, handling, return transportation, or additional delivery charges may apply.
9. Customer Preparation and Access
Before delivery, the customer is responsible for:
- reviewing the merchandise dimensions;
- confirming that the merchandise and its packaging will fit through all entry points;
- measuring doors, hallways, elevators, stairwells, landings, and the intended room;
- clearing the delivery route of furniture, rugs, decorations, and other obstacles;
- securing pets and keeping children away from the delivery route;
- protecting fragile or valuable personal property;
- arranging elevator and loading-dock reservations;
- providing gate codes, parking instructions, building documents, or certificates of insurance; and
- disclosing stairs, tight turns, long carries, unpaved access, restricted parking, or other unusual site conditions.
Pacific Nook is not responsible for failed delivery or placement caused by insufficient clearance, undisclosed restrictions, or inaccurate customer-provided information. This does not apply when the problem results from a material error in product dimensions supplied by Pacific Nook.
If delivery cannot be completed safely, the delivery team may stop the delivery. Redelivery, storage, return transportation, or additional labor charges may apply when the failure results from customer-controlled conditions.
10. Delivery Inspection and Acceptance
An adult age 18 or older must be present to receive and inspect the delivery.
The inspection opportunity depends on the service purchased:
- For curbside or freight delivery, customers should inspect the packaging and all reasonably accessible visible areas.
- For White Glove Delivery, customers should inspect the merchandise after unpacking and placement in the agreed location.
Where reasonably accessible, the inspection should include:
- the front, sides, top, and back;
- corners and edges;
- finished surfaces;
- drawers and doors;
- glass, mirrors, and stone;
- hardware and assembled components; and
- other visible portions of the merchandise.
Any visible damage, missing components, incorrect merchandise, or other concerns should be:
- reported to the delivery team immediately;
- photographed or recorded;
- noted on the delivery acknowledgment whenever possible; and
- reported to Pacific Nook within 24 hours.
The customer or authorized recipient may be asked to sign or electronically confirm a Delivery Acceptance acknowledging that the merchandise was received and that a reasonable opportunity to inspect its visible condition was provided.
If no visible damage is noted, the merchandise will be considered accepted only as to its reasonably observable visible condition at the time of delivery.
Acceptance does not waive claims involving concealed damage, non-obvious defects, manufacturing defects, incorrect merchandise, or consumer rights that cannot legally be waived.
Delivery personnel are not authorized to promise a refund, replacement, repair, credit, or other claim resolution.
11. Damage, Defect, Shortage, or Incorrect Merchandise
Visible damage should be reported before the delivery team leaves whenever reasonably possible.
Concealed damage, defects, missing components, or incorrect merchandise should be reported to Pacific Nook within 48 hours of delivery or pickup.
A claim should include:
- the order number;
- a detailed description of the issue;
- photographs showing the entire item;
- close-up photographs or video showing the affected area;
- photographs of the packaging;
- shipping labels or delivery paperwork;
- the delivery or pickup acknowledgment, if available; and
- any other information reasonably requested during the review.
Customers should not discard packaging or begin non-emergency repairs, alterations, assembly, disassembly, or disposal until the claim has been reviewed.
Pacific Nook may request additional evidence or an inspection by Pacific Nook, the manufacturer, or the delivery provider before determining responsibility.
Depending on the circumstances and applicable law, an approved resolution may include:
- replacement parts;
- repair;
- replacement;
- exchange;
- store credit;
- refund; or
- another appropriate remedy.
Claims submitted after 48 hours may be more difficult to verify and may be limited or denied where permitted by applicable law, particularly if the merchandise has subsequently been moved, used, assembled, disassembled, altered, repaired, or handled by the customer or a third party.
The 48-hour reporting request does not eliminate any rights that cannot legally be limited.
12. Refused Deliveries
Customers should not refuse delivery solely because the exterior packaging appears damaged.
If merchandise appears materially damaged, materially incomplete, or incorrect:
- photograph the condition;
- note it on the delivery documentation; and
- contact Pacific Nook while the delivery team is present whenever reasonably possible.
A delivery refused without authorization or documented material damage may be treated as a failed delivery or return. Return freight, handling, storage, redelivery, or restocking charges may apply under the Refund / Return Policy.
13. Post-Delivery Movement and Handling
Once delivery has been completed, Pacific Nook and its delivery providers are not responsible for damage caused by subsequent customer or third-party handling, including:
- moving, dragging, or sliding;
- lifting or repositioning;
- assembly or disassembly;
- using furniture sliders, straps, or dollies;
- modifying or repairing the merchandise;
- moving the merchandise between rooms or properties; or
- transportation arranged after the original delivery.
This provision does not exclude responsibility for damage shown to have occurred during the original delivery.
If a customer believes damage occurred during the original delivery, Pacific Nook may request photographs, video, packaging, delivery records, an inspection of the merchandise, or an inspection by the delivery provider before determining responsibility.
Customers should avoid moving, using, assembling, altering, or repairing disputed merchandise until Pacific Nook has had a reasonable opportunity to review the claim.
14. Property Condition During White Glove Delivery
Before White Glove Delivery, customers are encouraged to photograph any existing damage along the delivery route, particularly in tight or high-risk areas.
Customers should observe the delivery from a safe location and notify the delivery team immediately if they believe damage has occurred to:
- floors or rugs;
- walls or ceilings;
- doors, frames, or trim;
- stairs, railings, or landings;
- elevators, hallways, or common areas; or
- other real or personal property.
Visible property damage should be photographed and noted on the delivery acknowledgment before the delivery team leaves whenever reasonably possible.
Property-damage claims should be submitted to Pacific Nook within 48 hours and should include photographs, video, a description of the incident, the delivery address, and any relevant building documentation.
Pacific Nook or the delivery provider may request an on-site inspection before approving a property-damage claim or third-party repair.
Except for reasonable emergency measures necessary to prevent additional damage or address an immediate safety risk, customers should not authorize repairs until Pacific Nook has had a reasonable opportunity to inspect the reported damage.
For emergency work, customers should preserve photographs, videos, estimates, invoices, damaged materials, and other relevant documentation.
15. Warehouse Pickup
Eligible merchandise may be picked up after it is ready and paid in full. Pickup should generally be completed within seven days after notice of readiness unless another arrangement is confirmed.
Customers are responsible for:
- arranging an appropriately sized and equipped vehicle;
- bringing sufficient assistance for loading;
- inspecting the merchandise before leaving;
- protecting and securing the merchandise; and
- transporting and unloading it safely.
Any visible damage or discrepancy should be reported before leaving the pickup location and noted on the pickup acknowledgment.
Once merchandise leaves the warehouse through customer-arranged pickup, Pacific Nook is not responsible for damage caused by customer-arranged loading, securing, transportation, unloading, or subsequent handling.
Storage charges may apply if merchandise is not collected within the agreed period after reasonable notice.
16. Split Deliveries
If an order contains merchandise with different availability dates, Pacific Nook may hold the order until all items are ready so the order can be delivered together.
Customers may request split delivery or separate appointments. Such requests are subject to availability and may result in additional delivery charges.
17. Relationship to Other Policies
Voluntary returns and exchanges are governed by the Pacific Nook Refund / Return Policy. Damage, shortage, property-damage, and delivery claims are reviewed under this policy.
Completed delivery, White Glove, assembly, and other service charges are generally non-refundable after the services have been performed, except when the charge resulted from Pacific Nook’s error or a refund is otherwise required by law.
If an order confirmation contains specifically negotiated delivery terms confirmed in writing, those terms will control to the extent they differ from this general policy and are permitted by law.
