Shipping, Returns & Refunds

Shipping Information

Enjoy free shipping on your orders to most addresses within the United States, excluding Hawaii, Puerto Rico, and Alaska.

Items in stock typically ship within one week and arrive in an additional 2-3 weeks, depending on your location. Thus, the total delivery time post-ordering is approximately 3-4 weeks. For items with lead times, anticipate an additional 2-3 weeks to the listed lead time on the product page. Once dispatched, we'll provide a tracking link via email. Any questions about shipping durations? Reach out to our customer support through our Live Chat or send us a message via Contact Us page.

Delivery service

Though we offer free shipping across the United States, our standard free shipping doesn’t include any add-on delivery service. Consider having assistance on hand to move your furniture indoors. For enhanced delivery services, you can opt for Indoor Delivery, Room of Choice, or our premium White Glove Delivery.

Indoor Delivery: Available for a flat rate of $100. The delivery team will place the item(s) at the main entrance of your residence.

Room of Choice: Available for a flat rate of $200. Includes delivery to your room of choice as well as unpacking and disposal of packaging. Ensure the path and space for the furniture are clear before the delivery.

White Glove Service: Available for a flat rate of $299. Indulge in a seamless experience that includes delivery to your room of choice, product unpacking, assembly, and disposal of packaging. Some products and regions aren't eligible for this service; we’ll notify you if this doesn’t apply.

Note: if you would like to decide later whether to return the item(s), please make sure you ask for all the packaging from the delivery team since we only accept returned products that are in original packaging.

Important Pre-Delivery Information:

  • Measure your space in advance to ensure that the product is the right fit and can be easily moved into the intended room. See our Fit Guide.
  • Our courier partner will contact you via email and SMS with pre-delivery and tracking information.
  • Our courier partner operates Monday to Friday from 08:00-17:00, and delivery days offered are subject to availability in your area at the time.
  • Upon arrival at the final stop, our courier partner will get in touch to coordinate a suitable delivery appointment. They will provide a delivery timeslot (typically a 4-hour window) the day before delivery.
  • Delivery slots may vary slightly on the day. Therefore, please choose a day when you are available all day.
  • On the delivery day, expect a call from the drivers around 30-60 minutes prior to arrival. Track the progress of the drivers via the tracking link.
  • Ensure there is a safe parking spot nearby for the drivers.
  • Clear the pathway for delivery and protect surrounding furnishings and flooring. Ensure that the area where you plan to put your new item(s) is clear.
  • If you live in an apartment building, check if you need a Certificate of Insurance for delivery in advance.

Damaged, Defective or Wrong Items

We guarantee the quality of our products, and while cases are rare, damages and defects may still occur.

  • Inspect item upon delivery. If storing for an extended period, please inspect before storage.
  • If you spot noticeable damages on the package or the product, accept delivery and sign with the carrier, indicating "damaged upon arrival".
  • Please kindly keep the original packaging. Contact us within 24hrs of receiving the product and provide photos clearly displaying the labels on the carton and showcasing the damage.
  • If an item is structurally damaged and completely unusable, refuse delivery of the damaged item only.
  • If damages, defects, or the receipt of the wrong item are noted after the courier has left, please contact us within 14 days of receiving your items. Provide us a detailed description and photos (or videos) clearly showing the issue.
  • Our team will guide you through the necessary steps and strive to reach a resolution that meets your satisfaction.
  • Please report any quality-related issues within 14 days of receiving your items. Cases submitted after this period may not be accepted and may incur shipping and tech fees for replacements.

Returns, Refunds & Exchanges Policy

Returns

Thank you for choosing acanva.com. We aspire for every Acanva piece to find a cherished place in your home. Quality is our benchmark. However, we recognize there might be occasions when you need to return an item. We offer a 30-day free return window from the product's receipt date, ensuring your absolute satisfaction.

Please note that we only accept returned products in original packaging and undamaged, like-new condition. Items showing signs of stain, wear, modifications, or damage—unless due to shipping damage or manufacturer defects—are ineligible for return. To initiate a return,
contact us for assistance.

Refunds

We process full refunds for undamaged, like-new returns in their original packaging. Upon receiving your returned item(s) in satisfactory condition at our warehouse, we'll process your refund using the original payment method used for the order. Remember, any shipping service upgrade fees from the original order are non-refundable post service delivery.

Exchanges

Only identical product can be requested for exchange with valid reason, such as shipping
damage or manufacturer defects. Otherwise, you will need to return your item(s)
under our return policy and place a new order at your convenience.

Exceptions

Special/custom orders and items marked as 'Clearance' or specified as on 'Final Sale' are not eligible for order changes, cancellations, or returns.

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