FAQs

Shipping

Q: What are your shipping options?

• A: We offer standard shipping within the contiguous United States, excluding Alaska and Hawaii. Expedited shipping options may also be available for certain products. Please note that we do not ship internationally.

Q: How long does shipping take?

• A: Shipping times vary depending on the product and manufacturer. You can find estimated delivery times on the product page or during checkout. Please note that orders may take additional time to process during peak periods.

Q: Do you offer white glove delivery?

• A: Yes, we offer white glove delivery for certain items. These items are carefully wrapped and delivered into your business or residence. White glove delivery items cannot be returned. For more information, please contact our customer support team at sales@nuvolasofa.com.

Tracking

Q: How can I track my order?

• A: Once your order has shipped, you will receive a shipping confirmation email with a tracking number. You can use this tracking number to monitor the status of your shipment on our Order Tracking page.

Q: My tracking information hasn't updated. What should I do?

• A: It's normal for tracking information to take some time to update, especially during transit. If your tracking information hasn't updated after a few days, please contact our customer support team for assistance.

Returns

Q: What is your return policy?

• You have a 30-day window from receiving your item to initiate a return. To qualify, the item must be in its original condition, unused, with tags, and in its original packaging. Please note that items marked as "final sale" are non-refundable. Additionally, some manufacturers may require up to a 30% restocking fee for returns. White glove delivery items cannot be returned.

Q: How do I initiate a return?

• A: To start a return, please email us at sales@nuvolasofa.com. Upon acceptance, we’ll provide instructions for returning your package, including pickup arrangements if applicable. Returns without prior approval will not be accepted. The buyer covers all return shipping costs unless the item is defective.

Q: What should I do if my item arrives damaged?

• A: Please inspect the packaging of your item(s) when they arrive. If you notice any damage, you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos to returns@nuvolasofa.com and we will process an insurance claim on your behalf.

Product Guarantee

Q: Do your products come with a guarantee?

• A: Yes, we stand behind the quality of our products. Many of our products come with a manufacturer's warranty or guarantee. Please refer to the product description or contact our customer support team for specific warranty information.

Q: What is covered under the product guarantee?

• A: Guarantees typically cover manufacturing defects, such as issues with materials, stitching, and frame construction. Normal wear and tear, misuse, or accidental damage are not covered.

Price Match Guarantee

Q: Do you offer a price match guarantee?

• A: Yes, we offer a price match guarantee on select products. If you find the same product offered at a lower price by another retailer, we'll match that price. The competitor's price must include all applicable shipping, handling fees, and sales tax. For more details, visit our Price Match Guarantee page.

Q: How do I request a price match?

• A: To request a price match, please contact our customer support team with the product details and a link to the lower-priced offer. We'll review the request and adjust the price accordingly if it meets our terms and conditions.

Order Confirmation

Q: What happens after I place my order?

• A: As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our manufacturers to confirm that it is in stock and available for shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for shipment, we will process the charges and submit the order for shipment.

Order Shipment

Q: When will my order ship?

• A: If your order is in stock and we process the charges to your credit card, it will ship within the estimated timeframe provided during checkout. We will send you tracking information once your order leaves the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within the expected timeframe, feel free to follow up with us at sales@nuvolasofa.com.

Damages

Q: What should I do if my item arrives damaged?

• A: Please inspect the packaging of your item(s) when they arrive. If you notice any damage, you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos to returns@nuvolasofa.com and we will process an insurance claim on your behalf.

Cancellations & Refunds

Q: Can I cancel my order?

• A: Orders can be canceled within 48 hours of placement. If your order has already shipped, you (the buyer) will be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you used when placing your order.

Exchanges

Q: How do I exchange an item?

• A: For a seamless exchange, return the original item and then place a new order.

Refunds

Q: When will I receive my refund?

• A: Once your return is received and inspected, we will update you on the status of your refund approval. Approved refunds are processed using the original payment method, minus shipping costs for non-defective items. Processing times for the refund to appear can vary.

Contact Us

For any questions or to initiate a guarantee claim, visit our Contact Us page or reach out to our customer support team directly at sales@nuvolasofa.com. We are here to help and ensure you have a positive experience with Nuvola Sofa.