Customer Service & Delivery FAQ

We don’t treat customer service like a script; we treat it like Western hospitality. That means honest guidance, not pressure. We’ll talk openly about whether a piece fits your space and lifestyle, what lead times really look like, and whether white-glove delivery makes sense for your order.

Our internal motto says it best:

"In a niche where everyone offers the same basics, it’s the little things, white-glove care, transparent pricing, and Western hospitality that set us apart."

White-glove delivery is a premium in-home service designed for heavy, heirloom furniture. A trained team brings your furniture into your home, places it in your room of choice, completes basic assembly (attaching legs, bed rails, table bases, etc.), and removes all packaging when they leave. It’s the opposite of curbside drop-off—and it’s how we protect both your western furniture and your home.

We strongly recommend white-glove delivery for larger pieces—sofas, sectionals, beds, dining tables, consoles, and other substantial western furniture that’s difficult to maneuver and assemble. Smaller items and décor may ship by standard methods. If you’re unsure what your order needs, you can always contact us for a recommendation and a quote before you finalize your purchase.

Shipping and delivery charges are based on the weight, size, and destination of each item. Heavier, bulkier pieces require specialized handling, equipment, and in-home placement time. All charges are clearly itemized during checkout so you can see exactly what you’re paying for—no hidden fees or last-page surprises.

Every product has its own production time, set by the manufacturer and the materials involved. Many pieces, especially custom western furniture, are built to order. Your overall timeline typically includes:

• Production / Lead Time: The time it takes to build, finish, and inspect your furniture.
• Shipping Time: Freight transit from the workshop to our white-glove delivery partner servicing your region.
• Delivery Scheduling: Coordinating an in-home delivery window that works with your schedule.

We provide estimated delivery ranges, not exact dates, because real-world factors (manufacturing, freight routes, weather, and scheduling) can influence timing. If you’re planning around a specific event, let us know and we’ll help you choose pieces and options that make sense for your timeline.

We offer a mix of custom western furniture (made to order with your chosen options) and in-stock pieces that can ship more quickly. Custom builds take longer but give you more control over leather, fabric, finish, and scale. In-stock items are ideal when you’re on a tighter timeline or finishing out a space with accent pieces. If you tell us your deadline and your priorities, we’ll help you find the right balance.

A little preparation makes delivery day smooth and stress-free. We recommend:

• Measuring the room, doorways, hallways, and stairwells along the delivery path.
• Letting us know ahead of time about steep driveways, narrow gates, or tight stairs.
• Removing old furniture from the room where your new pieces will go.
• Clearing a path from the entrance to the placement room.
• Securing pets in another area for everyone’s safety and peace of mind.

We also offer a printable Delivery Day Checklist you can use as a step-by-step guide.

Yes, we strongly encourage it. Once each piece is unwrapped:

• Walk around and check wood, leather or fabric, corners, and edges.
• Open doors and drawers and test any reclining or moving parts.
• If you see damage or something doesn’t seem right, say something immediately.

Any issues should be clearly noted on the delivery paperwork before you sign. This protects you, us, and the delivery company by creating a documented record of what arrived. Damages reported after the driver leaves are much harder to address, because the chain of custody is considered complete.

Your signature confirms that you received your furniture and that its condition matches what’s written on the freight bill. Signing “received in good condition” after a careful inspection is standard practice in the furniture industry and helps ensure that carriers and manufacturers can be held accountable if something went wrong in transit. If there’s an issue, make sure it’s noted before you sign—that note is your protection.

If you notice damage at delivery:

1. Point it out to the delivery team immediately.
2. Make sure the issue is clearly written on the delivery paperwork.
3. Take a few photos of the damage and the packaging if possible.
4. Contact us with your order details and images.

If something comes up later or you’re unsure whether what you’re seeing is normal (especially with reclaimed wood, natural hides, or hand-applied finishes), reach out. We’re here to help you understand what you’re looking at and what can be done within the options and policies available.

Absolutely. We’re happy to help you think through:

• Room size and layout
• How many people you need to seat or sleep
• Leather vs. fabric considerations (kids, pets, sunlight, etc.)
• Mixing wood tones, metals, and textures in a Western-inspired space

If you tell us a bit about your room, your lifestyle, and your timeline, we can recommend pieces and configurations that make sense—not just what happens to be on sale this week.

Ask. That’s the whole point.

You can contact us by phone, email, or through our website if you have questions about:

• A specific product
• Lead times and availability
• Shipping or white-glove delivery
• Care and maintenance

We don’t disappear once the order goes through. Our pledge is ongoing: honest guidance, transparent pricing, thoughtful timelines, and Western hospitality at every step.