TERMS

1. Delivery & Inspection

Each piece of furniture is made-to-order, and delivery timelines may vary by manufacturer or fabricator. Our standard practice is to consolidate items for a single delivery to ensure a seamless experience. Upon delivery, the client or designated consignee is responsible for inspecting the order immediately. Any damage, defect, or shortage must be reported within 24 hours of delivery by emailing hello@ground-floor.co along with clear images of the issue.

2. Return Policy

All custom and made-to-order furniture is non-returnable and non-refundable, as these pieces are tailored to your specific choices in dimensions, materials, and finishes. Once production begins or a delivery is scheduled (whichever comes first), the order is final.

3. Lead Times

Standard lead time for made-to-order furniture is 12–14 weeks, unless otherwise specified. UL Certification or other custom requests may extend the lead time by an additional 2–4 weeks. Delays related to suppliers, materials, freight carriers, or force majeure events are outside of our control, and Ground Floor is not liable for such delays. Please allow 48 hours for processing upon placing an order.

4. Product Variations

Each piece of furniture is unique. Variations in wood grain, fabric texture, color, and finish are to be expected—especially when using natural materials or hand-finished techniques. Samples may differ slightly from the final product. We recommend ordering all matching pieces at the same time to maintain material consistency.

5. Order Acceptance

Before any order is shipped, our team inspects each item to ensure it meets our quality standards. Once the item leaves our warehouse or is accepted at the time of delivery, the client assumes responsibility for the condition of the item. Acceptance of the item at delivery constitutes approval of the product as-is.

6. Storage & Fees

We offer complimentary storage for up to 10 business days once your order is complete. After that, storage fees of $50/month per large item or $30/month per small item will apply. Please notify us in advance if you need additional time or require coordinated delivery.

7. Product Care

Each item comes with a custom care guide tailored to its specific materials (e.g., wood, upholstery, metal, outdoor finishes). We highly recommend following these guides to preserve the integrity and lifespan of your furniture.

8. Delivery Options

  • In-Stock Furniture: Available for local pickup within 2–4 business days at no charge.

  • Local Delivery (Phoenix Metro): Available within 1–2 weeks; fees apply.

  • Nationwide Shipping: Delivery lead times range from 1–3 weeks depending on location and carrier availability.

  • Made-to-Order Furniture: All delivery options are available, but the 12–14 week production time must be accounted for prior to shipping.

9. Customization Services

We offer modifications on existing designs using our branded selections of materials, including tile, fabric, wood, metal, and hardware. If you're interested in customizing a piece, email hello@ground-floor.co with the product link and vision—our team will guide you through the process to bring your concept to life.

10. Certifications (Optional)

For commercial or specialty use, UL Certification can be provided upon request and for an additional fee. Please factor in an added 2–4 weeks for processing.