shipping + delivery
Free Shipping on orders over $100* and a flat $10 charge for orders under $100!
*We offer free Standard ground shipping in the contiguous United States for orders over $100 and a flat $10 shipping rate for orders under $100. Some heavy and/or bulky items shipped via freight services to specific urban ZIP codes (such as NYC or DC), or high-rise buildings, may incur a $100 high traffic area fee imposed by our shipping carriers. If applicable, this charge will be displayed in the shopping cart after ZIP code entry. Please call us at 855.2.EURWAY (855.238.7929) to obtain a shipping quote to addresses in Alaska, Hawaii and Puerto Rico.
If I return an item and was not charged shipping ("free shipping"), what do I have to pay?
While we do cover the cost of outbound shipping for orders over $100, in the event of a return a 20% fee will be assessed to help us recover our outbound shipping costs. Return shipping can then be arranged with a shipping carrier of your choosing. You may also elect to have eurway.com arrange return shipping for you and pay an additional 20% fee to cover our return shipping costs. Although we currently offer free shipping to our customers as a promotion, we must still pay our shipping carriers to transport your furniture.
Where does eurway.com ship orders?
We ship and deliver anywhere in the continental United States as well as Alaska, Hawaii and Puerto Rico. Orders will be shipped via UPS, Fedex Ground (size permitting) or a freight carrier. Orders containing large or bulky items shipping in the vicinity of our Austin, TX warehouse will be delivered by Collectic Home/eurway.com personnel.
How long will it take for my order to ship?
In-stock items typically ship within 5-8 business days, but some items may ship sooner and some slightly longer. Orders will ship from our Austin, TX warehouse or from our supplier's warehouses. The items on your order may or may not be shipped together. Once shipped, most orders take approximately 2-8 business days to be delivered, depending on your distance from the shipping warehouse. Please allow slightly longer for shipments destined for Alaska, Hawaii, or Puerto Rico. White Glove deliveries typically take 2-3 weeks for delivery.
If an item is on back order, you will be notified within 2 business days of order placement and given the estimated lead time. The order will be placed on hold and the credit card on file will not be formally charged until we confirm the shipment details with the purchaser.
What should I expect with a freight shipment?
Small items will be shipped directly to your door or porch by a small package service (FedEx, UPS or U.S. Mail). Large items are shipped via an independent freight carrier we have specially chosen for your shipment. For large item shipment details and delivery options, please read further.
Standard Delivery: This means "to-the-curb" delivery for large items shipped by freight carrier. The freight carrier will notify you in advance to arrange a date and time window for your delivery. Most large items will be transported strapped on a pallet. Note that Standard Delivery does not include any additional services provided by the freight carrier. The delivery driver is not obligated to help you bring the item(s) inside your home. If you request additional services from the freight carrier, you will be responsible for any additional charges from the freight carrier that result from your request. It may also be prudent to have someone available to assist in unloading and carrying your furniture inside.
Front Door Delivery: This means delivery will be made to just inside the threshold of your residence or office. Front Door Delivery is only available for heavy and/or bulky items shipped via freight carrier. It includes a single driver moving your item(s), with assistance if necessary, just inside the front door when easily accessible (no stairs or tight turns), or inside a garage. Front Door Delivery does not include room placement, assembly, or debris removal. Front Door Deliveries are ONLY available to residences/commercial addresses on the first floor. The driver will not be able to move merchandise to upper floors, even when a freight elevator is available. As with Standard Delivery, the freight carrier will notify you in advance to arrange a date and time window for your Front Door Delivery.
White Glove Delivery: This service encompasses Inside Delivery, Full Assembly of all products, and Trash Removal. White Glove Delivery is our premium, full service option. This hassle-free option allows you to schedule a specific delivery time with one of our White Glove partners that are experts in large item deliveries. Your shipment will first be sent directly to a White Glove logistics facility whose staff will arrange delivery with you when it arrives in the warehouse near you. A two-man crew will transport your items to your home or office, and into the room of your choice. They will assemble the products and remove any trash. Please help us serve you better by entering notes to us in the Special Instructions field of our Checkout page if there are any stairs, tight turns or any other information about the delivery location that may be helpful to the White Glove installers. Please have the delivery area cleared and ready for placement of your new merchandise, as the delivery crew CANNOT move or dispose of any existing items. They are not permitted to hang artwork, shelves or mirrors, nor install electronics, computers and the like. Please note that items delivered and assembled utilizing our White Glove service are not eligible for return or exchange. White Glove services typically add up to one additional week of transit time for processing, assembly and scheduling.
Regardless of the delivery option selected, you must inspect the overall quality of your packages BEFORE signing for the shipment. If any of the packages appears torn, damaged, crushed, etc. you should open that particular package to ensure the contents are in good condition and be sure to note any damage on the shipping carrier's paperwork.
If my order is being shipped via a freight carrier, how will I know when to expect it?
Once your order is shipped, you will receive a tracking number and a link to your freight carrier's website via email. You will be able to track your shipment from departure to arrival, so you will know its estimated arrival day. The carrier will contact you when your shipment reaches your area to set up a delivery date and time window with you.
What happens if I schedule a freight delivery appointment, but cannot make it?
Our Free Shipping policy covers only ONE delivery attempt per order. Any charges resulting from additional services requested from the shipping company will be the customer's responsibility. This includes "re-delivery" fees, "inside delivery" fees, "daily storage fees", etc.
If my order is being shipped via white glove delivery, how will I know when to expect it?
Once your order is shipped, you will receive a tracking number and a link to the delivering carrier's website via email. You will be able to track your shipment from departure to arrival, so you will know its estimated arrival day. The installation company will contact you shortly after the order is received to schedule your delivery.
If my order is being shipped via FedEx or UPS, how will I know when to expect it?
Once your order has been shipped, you will receive a tracking number via e-mail as well as link to the shipping carrier's website. You will be able to track your shipment from departure to arrival. Typically small package carriers will NOT contact you prior to delivery. Unless specified otherwise, packages will be sent without a signature required. If no one is home, it is the driver's responsibility to decide whether or not to leave it at the door or with a neighbor.
What happens if my order arrives - and it's the WRONG item?
Yikes! Contact us at 855.238.7929 with the details so we can solve the problem with you as soon as possible.
What happens if my order arrives damaged?
Although damage is exceptionally rare, it is VERY important that you inspect the overall condition of your packages BEFORE signing for the shipment. If any of the packages appears torn, damaged, crushed or you are concerned about the condition of any item, contact us immediately to report the incident. You should open the affected carton(s) and inspect for damage. Refuse any damaged products and accept the remainder of the order. Please note which item was damaged on the delivery receipt. If the entire order is damaged, refuse the whole shipment and write "DAMAGED - REFUSED" on the delivery receipt.
What happens if I discover damage AFTER the delivery personnel have left?
All "hidden" damages will require an evaluation by our Customer Service staff. Replacement parts may be available for the damaged item(s). A complete exchange for a new product may be available if you have the original packaging.
Please take digital pictures of the damaged item INSIDE the carton as it was discovered. Please be sure to take your pictures from at least 24" away so that any damage on the carton itself and the item inside the carton is clearly shown.
Email your pictures to email@example.com along with the best way for us to contact you. Once the damage is evaluated, we will do our best to get replacement parts or a new item to you as quickly as possible.
How will my order be delivered if I'm in Austin, TX?
Small items will be delivered via small package carrier. Larger Items will be delivered by our local delivery crew and are scheduled depending on your ZIP code; we will call you to determine a delivery date and provide you with a two-hour delivery window. Optional services such as assembly and white glove delivery are available.
Will my order be taxed?
During the check-out process, we will automatically add any applicable state sales tax on orders shipped or delivered to addresses within Texas.
Can I order from eurway.com and pick up the order at your warehouse?
Yes. If your delivery ZIP code is within the local delivery area of our Austin, TX warehouse, you may select the "Local Pick-Up" option during checkout. Please note that our warehouse hours are M-F 9AM-5PM, but we will contact you by phone during order processing to schedule your pick-up appointment.
Can I cancel an order that has shipped, but that I have not yet received?
You can cancel an order that is in transit, however, you will be charged a 20% fee to cover our outbound shipping costs plus 20% for our return shipping costs and you will incur a 20% re-stocking fee.