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SHIPPING & IN-STORE PICKUP

We are happy to answer any question related to your order, our products, or information featured on our website. You can reach us Tuesday to Sunday from 12:00 pm to 6:00 pm via phone or anytime by email at incasa@incasadecor.com

IN-STORE PICKUP

We will notify you when your order is ready and will make arrangements for a pickup time convenient to you.

ONLINE ORDER FULFILLMENT

Orders for in-stock items are processed and shipped within 48 hours, Monday through Friday, pending credit card and address verification. Items that are not in-stock, or labeled as pre-order, will be shipped when the items become available. We will provide an estimate to you shortly after your purchase in order to keep you updated on shipping dates. For expedited requests, please email us at incasa@incasadecor.com and we will try our best to accommodate you. 

TRACKING INFORMATION

The day your order ships, you will receive an email from us letting you know that your order is on its way as well as a tracking link (if applicable) so you can chart its progress from us to you.

INTERNATIONAL ORDERS

We currently ship to street addresses in the United States only.  If you live outside the United States, and want to place an order, please get in touch with us via email at incasa@incasadecor.com and we’ll do our best to accommodate you. Orders shipped outside of the continental US, including Canada, are final sale.

TAXES

We’re headquartered in Astoria, New York and are required to collect sales taxes from our New York-based customers. In New York, sales tax rates vary by county. The prices displayed on our website exclude sales taxes. If you’re in New York, sales tax will be calculated and added to your order total when you check out.

IN-STORE FURNITURE SHIPPING / DELIVERY

*Important Please Read*

DELIVERY

  • We offer nationwide and local white glove delivery. We will need to create a separate invoice for Delivery Charges based on number of pieces and your location. Please keep in mind that the furniture is manufactured in North Carolina. Please contact us at incasa@incasadecor.com to send you a delivery quote. 
  • For local customers in the NYC area, your furniture order can be pick-up at the store within 2 days of when your pieces arrive to us from the manufacturer.
  • The buyer agrees to accept responsibility for determining if the ordered furniture can physically be delivered to their location using normal means. It is the sole responsibility of the buyer to determine if the ordered furniture is suited to their needs and appropriately sized for their location. The buyer agrees to accept all responsibility for any and all costs in the case that the furniture does not fit through doorways, passageways and elevators, etc. using normal moving equipment. Our delivery team will not remove doors or in any other way modify your home or your furniture to facilitate delivery. If walk up delivery is required, the buyer agrees to pay for this extra service to be determined.
  • Please note that some pieces can be disassembled for delivery when necessary. Our delivery technicians will perform this service at no additional charge one time upon delivery.
  • All rooms must be prepared to receive furniture prior to delivery. Our delivery team is not able to move existing furniture or electronic equipment, nor will they attach anything to the walls of your home.

On the day you receive your furniture or lighting fixtures, it is important to remember to take the time to inspect your delivery carefully. You are responsible for properly describing any and all damages on the shipper's waybill or delivery receipt. If you don't note the damage, it gives us very limited recourse to assist you afterwards. Our shippers go to great lengths to avoid damage, but it's possible it can occur. Please review the following guidelines to inspect your furniture while the shipper is present:

  • If the delivery driver refuses to wait while you inspect the furniture, note on the waybill/delivery receipt, “Driver refused to wait for inspection of contents. Final inspection for damage will be made when packages are opened.”
  • Document any issues or damage (no matter how minor) in detail on the shipper’s waybill and ask the delivery driver to co-sign the waybill/receipt.
  • Minor damage like a scratch or even replacement of a door or drawer, is best handled through repairs which can easily be done at your home or performed by furniture medics on behalf of the shipper.
  • If the damage is substantial, refuse the item and have the shipper return it to the sender for repair or replacement
  • If your shipment is missing any pieces call us immediately and have the driver note the shortage on the waybill. Advise us of any missing pieces and we will trace the shipment. If the missing items cannot be located within a reasonable time, the missing items will be re-ordered.
  • If your shipment is missing any hardware call us immediately and have the driver note the missing hardware on the waybill. Hardware can be sent directly to your home.

REFUNDS AND CANCELLATIONS

  • Please note that all furniture pieces are custom made to your specifications and  cannot be canceled, returned or exchanged. All furniture is considered Final Sale. Please select your fabric option, color, finish and special specifications carefully.
  • All custom upholstered items, fabrics, and items with custom features or dimensions cannot be cancelled after 48 hours from time of purchase. These orders require a non-refundable deposit and cannot be returned or exchanged.

LEAD TIMES

  • Lead times are estimates only. We quote lead times to the best of our ability, but a number of unforeseen issues can delay orders. Lead times are not guaranteed. Shipping times are not included in estimated lead times.