Shipping policy

Shipping & Delivery

What should I do when I receive a damaged item?

1.Upon receiving the goods from the transporter, please kindly sign the word "damaged product" on the proof of delivery(for truck) and inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately.

2.Please kindly keep the original packaging, which is essential. You are advised to contact our customer service within 24 hours of receiving your items if there is an issue with the product. such as the lights not working when fitted, decor pieces broken, and damage to furniture after opening, please make sure to take some pictures & a quick video (UNPACKING VIDEO IS MUST NEEDED FOR ANY KIND OF CONCERNS TO BE ADDRESSED) demonstrating the problem. Providing pictures of the product, the packaging and the labels on the outside will allow us to greatly speed up the process for you.

3.All product issue inquiries may be best informed to us within 7 days of receipt along with the three types of pictures mentioned above, otherwise, after-sales inquiries after 7 days of receipt might be affected negatively due to uncertain factors outside of the time frame.

4.Please note that we do not cover the repair fee if unauthorized handyman services were hired.

Shipping Large Item(s)

When you place an order, it contains oversized items, like BEDS, SOFAS, DINING TABLES, etc. You may have different requirements at the time of delivery.

To make it convenient for you, currently MADERA HOMES offers several delivery choices for you. We take great care to offer delivery methods and delivery terms that meet your needs:

Delivery methods

If your item and delivery address are eligible, you'll be able to pick from a range of special delivery options during checkout. Additional fees may apply based on your selection.

Curbside Drop-Off ( default )

The carrier will unload the item(s) to the ground for you at the loading area or in front of the building/house at the curb, within the scheduled time frame. You may need some outside help or heavy laborers for the removal of the item(s) from curbside to your house.

Please note that if no delivery options can be chosen at the checkout page, the item(s) would be delivered curbside drop-off by default.

Doorway Drop-Off

The carrier will drop off the item(s) in front of the first ground-level entryway outside your home (front door, porch, or garage).

Room of Choice Drop-Off

The carrier will deliver your package to a room within your residence, also remove and dispose of all packaging and debris for you.

White Glove Delivery

White Glove Delivery covers the delivery service from unloading the item(s) from the truck, the removal from curbside to the room you choose, the light assembly of the item(s), and the removal of the boxes and debris.

Please note that the delivery team will not perform electrical wiring, or services requiring the use of power tools.

Tips for delivery service

1) Signatures are required for all the delivery methods.

2) Doorway Drop-off and White Glove Delivery offer the service of delivering the parcels up to the designated apartment if the shipping address is an apartment building or a condo with a front desk.

3) For all the delivery methods, please reach out to the local delivery agent directly if you need to reschedule the delivery time. Their contact information shows in the email together with your tracking information and delivery time window.

4) When choosing the delivery method as Room of Choice DropOff or White Glove Service, we will open the parcel(s), remove the packaging and dispose of it for you. Please be aware that these methods do not include disposing of your original furniture that you want to replace with our products. We suggest you find a local facility or handyman to help you with the disposal of the original furniture.

5) Once the items are dispatched from local facilities, any add-on service is not refundable.

Delivery Process for large items

1) Choose a delivery option for your item at the checkout. Available delivery methods/ arrival time vary by the item and the zip code, all available option(s) will be displayed at check-out.

2) You will receive a notification email & whatsapp message with the tracking information once the items are shipped out from the warehouse.

3) You will receive a phone call from our delivery carrier to arrange a drop-off date and a four-hour window and White-Glove service if you have purchased for additional service. The appointment will be scheduled in the prior 24-48 hours, and the White-Glove service only provides service for a maximum 2 hours.

4) Enjoy your new item! Please check the conditions and packaging of your items.

If you do not feel like keeping the item or the item got damaged when it arrives, please do NOT continue with the installation as it will affect the return. Please keep all the packaging materials and contact our customer service team as soon as possible.

How Does Shipping Work for Oversized Items?

Oversized items are large products including BEDS, SOFAS, DINING TABLES, etc. that must ship by Freight Outside Home Delivery Service due to size or weight.

Freight Outside Home Delivery covers delivery to the first dry area outside the home only. Delivery lead time is about 5-10 working days from the time it leaves our warehouse.

Carrier will call you 24-48 hours prior to delivery to arrange a delivery time that will vary depending on the freight carrier's schedule. Whatever information you can give during the phone call will be given to the driver to make the delivery easier for them and for you.

Inform the carrier if you have any circumstances that could affect the delivery (additional fees may apply):

Very narrow driveway

Dead-end street

The driver will need to park in a particular place

Delivery to a side door or garage entrance

Storage Fees: Daily storage fees may also apply if you do not accept delivery within 5 business days of the freight carrier’s first attempt to schedule delivery. If you missed the phone call from the freight carrier, then contact the freight carrier back as soon as possible. After 5 business days, the freight carrier may store your item and you may be charged storage fees. Please make sure not to miss your delivery appointment; you may incur additional delivery fees such as re-delivery, storage charges and/or return shipping costs.

How to Estimate the Delivery Date?

Pre-Order: You can find the Estimated Delivery Date instructions on each product page.

Post-Order: Visit Account - My Orders for the up-to-date order status. We will send you a shipment notification email with tracking information once we have shipped your order.

Please note: Deliveries are not typically made at weekends or on holidays.