Shipping policy
Willies Vintage Shipping Policy
Effective as of Mar 7, 2025
WHITE GLOVE DELIVERY
Willies Vintage partners with trusted Third Party Delivery Providers to facilitate White Glove Delivery services to the contiguous 48 states. Most furniture deliveries to locations within the contiguous U.S. are completed within 2-4 weeks, though in some cases, it may take up to 8 weeks. White Glove Delivery includes placement of the item in your desired location within the home. However, this service does not include rearranging existing furniture—clients must have the space cleared and prepared before delivery.
This service provides a one- to two-person delivery team who will place the item in your selected room and remove all packaging materials. Larger furniture and oversized pieces will be placed as requested, but to ensure a smooth process, we ask that the designated area is ready prior to the delivery team’s arrival. White Glove Delivery does not include the removal of existing furniture.
SCHEDULING, DELIVERY WINDOWS & PREPARATION
When your item is ready for delivery, an agent will contact you to schedule an appointment. Rural deliveries may have fewer available routes, which could result in extended delivery timelines. To avoid delays, please be available during the scheduled window to provide a signature upon receipt. Additionally, ensure that there is a clear path for the delivery team to navigate to the designated placement area. White Glove Delivery providers do not move or remove existing furniture. It is the purchaser’s responsibility to ensure the space is ready for placement.
Before placing an order, please review any insurance or building requirements that may impact delivery. If our delivery providers are unable to meet these requirements, the item will be delivered to the front entrance only. While Willies Vintage strives to provide White Glove Delivery whenever possible, it is not guaranteed. If an item cannot be delivered due to missing or incomplete building documentation, the responsibility falls on the purchaser. Any costs associated with rescheduling the delivery will be at the purchaser’s expense.
In cases where a building has high Certificate of Insurance (COI) requirements, an alternate carrier may be required, which could result in additional shipping fees to be covered by the purchaser. Willies Vintage is not responsible for added costs due to delivery location, unique building policies, rural accessibility, or the weight and size of certain items.
Before placing an order, the purchaser must confirm that the item will fit through all necessary entry points, including doorways, staircases, hallways, elevators, and other access points. This ensures that the item can be moved into the designated room without issue. Willies Vintage is not responsible if an item cannot be delivered due to size restrictions or space constraints within the purchaser’s home.
ADDITIONAL DELIVERY CONSIDERATIONS
Additional delivery charges may apply in certain circumstances, including but not limited to remote locations, limited-access areas, buildings with specific requirements, or deliveries requiring transport up stairs or other special handling.
All deliveries are subject to final review by our third-party delivery providers. If additional services or accommodations are required to complete delivery, any associated costs will be the responsibility of the purchaser.
Customers are responsible for informing Willies Vintage of any known delivery conditions that may impact access, including but not limited to narrow hallways, stairwells, small elevators, or restricted entry points. While this information helps facilitate planning, final delivery requirements are determined by the carrier upon review.
For buildings with Certificate of Insurance (COI) requirements, limited access, or other special conditions, the purchaser is responsible for confirming that these requirements can be met prior to delivery. If our delivery providers are unable to meet a building’s specific requirements, the item will be delivered to the front entrance only. Any additional costs associated with COI compliance, restricted access, or location-specific requirements will be the responsibility of the purchaser.
Any costs associated with rescheduling delivery due to access limitations, incomplete building documentation, or inability to complete delivery as planned will be the sole responsibility of the purchaser.
PRE-SHIPMENT INSPECTION
Before an item is shipped, it undergoes a quality check to confirm it is complete and in good condition. The carrier is responsible for performing a final inspection at pickup. Any damage must be noted on the Bill of Lading (BOL). Once the BOL is signed, the carrier assumes responsibility for delivering the item in its original condition. Inspections at pickup are limited to the outer packaging, but if a crate or carton appears compromised, it should be opened and checked immediately.
INSPECTION AT DELIVERY
All deliveries must be inspected upon arrival. A Bill of Lading (BOL) must be signed at the time of delivery, confirming that the order has been received in good condition. Any visible damage should be noted on the BOL before the delivery team leaves. Any claims regarding damages must be reported immediately upon receiving the item.
If an item arrives damaged, please contact support@williesvintage.com immediately with detailed photos so we can initiate the claims process. Be sure to document any damage to the item, as well as its packaging.
Responsibility for shipments transfers to the Third Party Shipper once the item leaves Willies Vintage. As such, Willies Vintage is not liable for any damage that occurs during transit or at the time of delivery.
CUSTOMER RESPONSIBILITIES DURING DELIVERY
By purchasing, you acknowledge that you are fully responsible for all decisions regarding the delivery process. Either you or an authorized representative (18 years of age or older) must be present throughout the entire delivery. It is your responsibility to inspect the delivery and sign any required documents provided by us or our delivery partners. If you are unable to be present, the person you designate must be authorized to inspect the delivery and sign on your behalf.
You are responsible for determining where the delivery will take place, including any necessary setup, installation, or additional work related to the placement of your order. It is also your responsibility to secure any required permissions, permits, or approvals necessary for the delivery.
Willies Vintage and its third-party delivery providers do not make recommendations, representations, or warranties regarding the suitability of the product’s location, including the stability of the surface where it will be placed. Any decisions about placement, relocation, or removal of an item after delivery are made at your own risk. It is your responsibility to follow all product instructions and warnings and to ensure that anyone using the product does the same.
Unless otherwise specified in our Return Policy, all products, as well as any fees paid for products and delivery services, are non-returnable and non-refundable.
LIABILITY, DAMAGE & CLAIMS PROCESS
Willies Vintage is not liable for any damage, theft, loss, or other issues that may occur after an item has been purchased. Additionally, Willies Vintage does not assume responsibility for damage, theft, or loss that may arise during shipping or White Glove Delivery.
All shipments are facilitated through third-party shipping providers. Responsibility for the item transfers to the Third Party Delivery Provider upon pickup. However, if damage or loss occurs during transit, Willies Vintage will assist the purchaser in navigating the claims process with the shipping provider.
To assist in filing a claim, customers must provide detailed photos of the damaged item, packaging, and shipping materials immediately upon delivery. Please retain all original packaging until the claim is processed.
Willies Vintage will work directly with the Third Party Delivery Provider to seek resolution, which may include a repair, partial refund, full refund, or other corrective action as determined on a case-by-case basis. However, because liability remains with the Third Party Delivery Provider, any resolution is subject to the outcome of the claim with the carrier.
Willies Vintage does not guarantee specific outcomes for shipping claims but will make every effort to reach a satisfactory resolution for the purchaser.
THIRD-PARTY SHIPPING POLICY
Customers and purchasers may not arrange their own third-party shipping or delivery services. All shipping and delivery must be coordinated exclusively through Willies Vintage' designated Third Party Delivery Providers.