Shipping Policy

We Deliver Quality to Your Doorstep, Anywhere in the World

At NHN Commerce LLC, we understand that waiting for your furniture can be both exciting and nerve-wracking. You have invested in a piece that will become part of your home’s story. That is why we take shipping very seriously. From the moment you place your order to the moment it arrives safely at your doorstep, we manage every step with care, transparency, and professionalism.

This Shipping Policy explains everything you need to know about how we ship, delivery timelines, costs, tracking, international shipments, and what to do if something goes wrong. Please read it carefully. If you have any questions after reading, our customer service team is standing by.

1. Overview: Two Types of Shipping

Because we sell two distinct categories of products, our shipping process differs:

Important: Custom Amish furniture is made to order. The lead time (8-12 weeks) is the time it takes for our craftsmen to build your piece. After that, shipping time is additional. We will notify you when your order enters the shipping phase and provide tracking.

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2. Domestic Shipping (United States)

We ship to all 50 U.S. states, including Alaska and Hawaii (surcharges may apply). We do not ship to U.S. territories (Puerto Rico, Guam, US Virgin Islands) at this time, except by special arrangement.

2.1. Shipping Carriers

We partner with reputable carriers to ensure safe and timely delivery:

• Small to medium packages (chairs, bar stools, small tables, accessories): FedEx Ground, UPS Ground, or USPS Priority (for very small items like stain samples).

• Large, heavy items (dining tables, trestles, double pedestals, large benches): FedEx Freight, UPS Freight, or independent LTL carriers (e.g., R+L Carriers, SAIA, XPO Logistics).

For freight shipments, the carrier will call you in advance to schedule a delivery appointment window (typically 2-4 hours).

2.2. Delivery Timeframes (After Shipment)

Note: Business days are Monday through Friday, excluding federal holidays. Weekends and holidays do not count toward transit time.

2.3. Alaska & Hawaii Surcharges

For shipments to Alaska and Hawaii, an additional surcharge applies due to higher freight costs. The exact amount is calculated at checkout based on weight and dimensions. Please expect an additional $150–$400 for a large dining table. We do not ship oversized items (e.g., 120″ long tables) to Alaska or Hawaii without prior approval; contact us for a custom quote.

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3. International Shipping

We are proud to serve customers around the world. Our international shipping program covers:

• Canada (all provinces)

• United Kingdom (England, Scotland, Wales, Northern Ireland)

• Australia (major cities; remote areas may incur surcharges)

• European Union (Germany, France, Italy, Spain, Netherlands, Belgium, Austria, Denmark, Sweden, Finland, Ireland, Portugal, and more)

• Other countries – please email us for a quote.

3.1. How International Shipping Works

1. Place your order on our website. Enter your international address. The system will calculate an estimated shipping cost (based on weight and destination).

2. We review the order and may contact you for additional details (e.g., phone number for customs, tax ID).

3. We ship via FedEx International Priority, DHL Express, or UPS Worldwide. Large items may require air freight.

4. You pay any import duties, VAT, or customs fees directly to your country’s authorities when the package arrives (see Section 10).

3.2. International Delivery Timeframes

These are estimates. Customs clearance can add 2-10 days depending on the country and workload.

3.3. Countries We Do NOT Ship To (Standard)

We currently do not ship to: Russia, Belarus, Ukraine (due to conflict), North Korea, Iran, Syria, Cuba, or any country subject to US trade sanctions. For other countries not listed, please contact us – we may be able to make special arrangements.

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4. Shipping Costs & Calculation

4.1. How We Calculate Shipping

Shipping costs are determined by three factors:

• Weight: Heavier items cost more to ship. A solid walnut dining table can weigh 300+ lbs.

• Dimensions (Dimensional Weight): Carriers charge based on package size as well as weight. A large but light item (e.g., a bench) may have high dimensional weight.

• Distance: Shipping from our warehouses (or Amish workshops) to your ZIP code or country.

You will see the exact shipping cost at checkout before you enter payment information. There are no hidden fees.

4.2. Free Shipping Promotions

From time to time, we offer free curbside delivery on orders over a certain threshold (e.g., $2,500). This is clearly advertised on our website. Free shipping applies only to the contiguous United States (excluding Alaska, Hawaii, and international). Free shipping does not include white-glove delivery or inside delivery.

4.3. Shipping Cost Examples (Approximate)

Note: These are estimates. Actual costs vary by carrier rates and fuel surcharges.

4.4. Why Shipping Can Seem Expensive for Large Furniture

Our furniture is solid wood and heavy. Unlike flat-pack, particle board furniture that ships in small boxes, a single Amish dining table can require a full pallet and a freight truck. The cost reflects the care, packaging materials (custom foam, plywood crates), insurance, and specialized handling required to deliver your heirloom piece without damage. We do not mark up shipping; you pay what the carrier charges, plus a small handling fee for packaging.

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5. Delivery Methods: Curbside, Threshold, White-Glove

We offer three levels of delivery service. The default for most furniture is curbside delivery. You may upgrade at checkout or by contacting us.

5.1. Curbside Delivery (Standard, Included)

• What it is: The carrier driver will unload your item(s) at the curb, driveway, or loading dock at the front of your property. They will not bring the items inside, up stairs, or through narrow doorways.

• What you need: You should have a helper (or two) and a hand truck or dolly to move the boxes from the curb into your home. For large tables (over 200 lbs), we strongly recommend professional movers or white-glove service.

• When to choose: If you have help and are comfortable moving heavy boxes.

5.2. Threshold Delivery (Optional, Additional Fee)

• What it is: The driver will bring the item(s) through your front door, garage, or first-floor entryway and place them just inside. They will not unpack, assemble, or remove debris. They will not go up stairs (including a single step) unless a ramp is provided.

• Cost: Typically $50 – $150 extra, depending on carrier and location.

• When to choose: If you cannot move the boxes from the curb but can handle unpacking yourself.

5.3. White-Glove Delivery (Premium, Additional Fee)

• What it is: A two-person team will deliver your furniture inside your home (any room on the ground floor, up to 2 flights of stairs for an extra fee), unpack it, assemble it (attach legs, pedestals, etc.), place it exactly where you want, and remove all packaging debris. They will also do a basic inspection for damage.

• Cost: $200 – $500 depending on size, weight, and distance. Contact us for a quote before ordering.

• When to choose: For large, heavy, or expensive pieces (e.g., a 120″ double pedestal table), for customers with mobility issues, or for those who want a completely hassle-free experience.

To add white-glove delivery: Please contact us at namhuyedx@gmail.com or +1626-999-2237 after placing your order, or request a quote before ordering. Not all carriers offer white-glove in all areas.

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6. Order Processing & Lead Times

6.1. In-Stock Teak Furniture (Goldenteak)

• Processing time: 2-5 business days (includes picking, packing, quality check, and labeling).

• Shipping time: 2-7 business days (contiguous US).

• Total time from order to delivery: Approximately 4-12 business days.

6.2. Custom Amish Furniture

• Production lead time: 8-12 weeks (sometimes 14-16 weeks during high demand, e.g., September–December).

• Shipping time after production: 3-7 business days (contiguous US).

• Total time from order to delivery: Approximately 9-13 weeks.

Important: The clock starts when we confirm your order (including all customization details). We will send you a production confirmation email within 48 hours of order placement. During production, you will receive:

• Week 2: Wood selection and cutting begins.

• Week 6: Assembly and joinery.

• Week 10: Sanding and finishing.

• Week 12: Final quality inspection and shipping.

We do not provide daily updates, but you may email us at any time for a status check.

6.3. Backorders & Pre-Orders

If a product is listed as “Backordered” or “Pre-Order,” the estimated ship date will be clearly displayed on the product page. Backordered items are processed and shipped as soon as they arrive in our warehouse. You may cancel a backorder at any time before it ships for a full refund.

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7. Tracking Your Order

7.1. How to Get Tracking Information

Once your order ships, we will send you an email containing:

• Carrier name (e.g., FedEx Freight, UPS, DHL).

• Tracking number (or PRO number for freight).

• A link to the carrier’s tracking page.

• Estimated delivery window.

For freight shipments, the carrier will also call you directly to schedule a delivery appointment. Please provide a valid phone number at checkout.

7.2. Tracking Status Meanings

7.3. What If Tracking Doesn’t Update?

Occasionally, carriers miss scanning events. If tracking has not updated for 5-7 business days, please contact us. We will open a trace with the carrier. Do not assume your package is lost; in most cases, it is simply delayed.

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8. Shipping to APO/FPO, PO Boxes, and Remote Areas

8.1. PO Boxes

We cannot ship large furniture (any item requiring a box larger than 12″x12″x12″ or weighing over 10 lbs) to a PO Box. Carriers like FedEx and UPS do not deliver to PO Boxes. For small items (stain samples, hardware, small accessories), we can ship via USPS to a PO Box.

8.2. APO/FPO (Military Addresses)

We can ship small items (up to 70 lbs) to APO/FPO addresses via USPS. Large furniture is generally not accepted due to size restrictions. If you are stationed overseas and want to order a custom table, please have it shipped to a stateside address of a friend or family member, then forward it via military freight. Contact us for guidance.

8.3. Remote & Rural Areas

If you live in a remote area (e.g., parts of Montana, Wyoming, Alaska, or certain islands), an additional remote area surcharge may apply. This is automatically calculated at checkout. For extreme remote locations where carriers do not have regular service, we may need to quote manually. Please email us your ZIP code before ordering.

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9. Damaged, Lost, or Delayed Shipments

9.1. Inspecting Your Delivery – CRITICAL

You must inspect your furniture immediately upon delivery. For freight shipments, do not sign the delivery receipt without noting any damage.

Steps for Freight Delivery:

1. Before the driver leaves, examine the packaging for crushing, tears, or water damage.

2. If damage is visible, write “DAMAGE – SUBJECT TO INSPECTION” on the delivery receipt before signing.

3. Open the box and inspect the item while the driver is present (if possible). Take clear photos of the damage and the packaging.

4. Refuse the shipment if the damage is severe (e.g., a broken leg or cracked top). The driver will return it to us.

For Small Parcel (FedEx/UPS):

• If the box is crushed or torn, take photos before opening.

• If the item is damaged, take photos and contact us within 7 days of delivery.

9.2. Reporting Damage

You have 7 calendar days from delivery to report damage or defects. After 7 days, we cannot file carrier claims, and your claim may be denied.

To report damage, email namhuyedx@gmail.com with:

• Your order number.

• Clear photos of the damage (close-up and full view).

• Photos of the packaging.

• A brief description.

We will respond within 1 business day with instructions. We will arrange for a replacement, a partial refund, or a full refund (including return shipping at our expense).

9.3. Lost Shipments

If tracking shows “Delivered” but you did not receive the item:

1. Check with neighbors, building management, or your porch area.

2. Wait 24 hours (sometimes carriers mark delivered early).

3. Contact the carrier directly with your tracking number.

4. If still not found, contact us. We will open a lost package claim. Lost claims can take 10-15 business days to resolve. We will either reship the item or refund you once the carrier confirms loss.

9.4. Shipping Delays

We cannot guarantee delivery dates for custom orders or for carrier delays due to:

• Severe weather (hurricanes, blizzards, floods).

• Carrier operational issues (high volume, labor disputes).

• Customs holds (for international).

• Natural disasters or pandemics.

If there is a significant delay (over 10 business days past the estimated window), please contact us. We will investigate and, if the delay is our fault (e.g., we missed shipping), we may offer a partial refund or store credit as a courtesy.

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10. Customs, Duties, & Taxes (International)

10.1. Who Pays Duties & Taxes?

You, the customer, are responsible for all import duties, customs fees, value-added taxes (VAT), and any other charges imposed by your destination country. We do not collect these fees at checkout. They are paid directly to your local customs authority when the package arrives.

10.2. How to Estimate Duties

Duty rates vary by country and product category (furniture typically has rates between 5% and 15%). We recommend contacting your country’s customs office or using an online duty calculator. Examples:

• Canada: Duties on US-made furniture are often 0-8% under USMCA, plus applicable GST/HST (5-15%).

• United Kingdom: Standard VAT is 20% on the total value (product + shipping). Furniture from the US may also have a small customs duty (around 4-8%).

• Australia: GST of 10% on orders over AUD $1,000, plus potential customs duty.

• European Union: VAT ranges from 17% to 27% depending on country, plus possible duty.

10.3. Customs Clearance Process

• The carrier (FedEx, DHL, UPS) will typically clear your package through customs. They may contact you to request additional information (e.g., Tax ID, commercial invoice confirmation).

• You will receive an invoice or a request for payment of duties and taxes before the package is released. Pay it promptly to avoid storage fees.

• If you refuse to pay duties and the package is abandoned or returned, you will not receive a refund for the product or shipping.

10.4. Delays Due to Customs

Customs clearance can take anywhere from 1 day to 2 weeks, depending on the country and the workload. We have no control over this. Please be patient. If your package has not cleared after 3 weeks, contact us and we will try to assist.

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11. Undeliverable Packages & Refused Shipments

11.1. What Makes a Package Undeliverable?

A package may be returned to us if:

• You provided an incorrect or incomplete shipping address.

• You were not available to accept delivery and did not schedule a re-delivery (for freight).

• You refused to pay customs duties (international).

• The carrier attempted delivery multiple times and you did not respond.

11.2. Consequences of Undeliverable Packages

If a package is returned to us due to your error (wrong address, refusal of delivery, or failure to pay duties):

• We will refund the product price minus a restocking fee (25% for custom items, 15% for in-stock items).

• We will not refund the original shipping cost or the return shipping cost (both are your responsibility).

• If you want the item re-shipped, you must pay for shipping again.

11.3. How to Avoid This

• Double-check your shipping address before placing an order.

• For freight, answer the carrier’s call to schedule delivery.

• For international, monitor customs notifications and pay duties promptly.

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12. Shipping Restrictions

12.1. Hazardous Materials

We do not ship any hazardous materials (flammable liquids, aerosols, etc.). Our furniture is made of solid wood and metal hardware, which is safe.

12.2. Oversized Items

Some very large items (e.g., 120″ x 48″ double pedestal tables) exceed standard carrier dimensions. We will still ship them via specialized freight, but additional fees may apply. You will see a warning at checkout.

12.3. Residential vs. Commercial Addresses

Shipping to a residential address may cost slightly more than to a commercial address (due to liftgate requirements). We always ship residential unless you specify a commercial address with a loading dock. If you are shipping to a business, please indicate “Commercial” at checkout to potentially save on liftgate fees.

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13. Contact Us About Shipping

If you have any questions about shipping – whether it’s a custom quote, a special delivery request, or a problem with an existing shipment – please reach out.

NHN Commerce LLC
Email: namhuyedx@gmail.com (preferred for written record)
Phone: +1626-999-2237 (for urgent shipping issues)
Hours: Monday–Friday, 9 AM – 6 PM Mountain Time

When contacting us about shipping, please have ready:

• Your order number (if you have one).

• The product(s) you are asking about.

• Your full shipping address.

• Any specific concerns (e.g., “I need a liftgate,” “I live on a steep driveway,” “I will not be home during weekdays”).

We aim to respond to all shipping inquiries within 4 business hours during our operating hours.

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Summary of Key Points

We are committed to delivering your furniture safely, on time, and with complete transparency. Thank you for choosing NHN Commerce for your home.