SHIPPING POLICY

At Rockwood, we are committed to delivering your order with the highest level of care and efficiency. Please review the following shipping policies to better understand how and when your furniture will arrive.

 

A. Order Processing

  • Order Processing Time
    • Standard furniture orders: Ships in approximately 2–3 weeks.
    • Custom items: Ship in 2–3 weeks (unless otherwise specified).

  • General Lead Time
    Our standard processing and production time for furniture orders is typically 2–3 weeks.


  • Peak Season Lead Times
    During peak periods such as summer months (June, July, and early fall)—demand for furniture increases significantly. Lead times may extend beyond the typical window due to higher order volumes and busier manufacturing schedules.


  • Cut-off Time for Processing
    Orders received after 4:30 PM Central Time will be processed on the next business day.


  • Business Days Definition
    Business days are Monday – Friday, 8:00 AM – 5:00 PM Central Time. Weekends are not counted as business days.


  • Holiday Processing Schedule
    We are closed on all major U.S. holidays. Orders placed during holidays will be processed the next available business day.

 

 

B. Shipping

  • Shipping Methods
    • Ground: Your purchase is delivered via common carrier or freight, depending on the product size.


  • Shipping Speeds
    • Standard delivery: 6–8 business days.


  • Flat Rate vs. Free Shipping
    • All items include free shipping.


  • Regions/Restrictions
    • We ship to all U.S. states except Hawaii and Alaska.

    • International shipping is not available at this time.


  • Carrier Cut-Off Times
    Shipping carriers (USPS, UPS, FedEx) have daily cut-off times, usually between 5:00 PM and 7:00 PM local time.


  • Oversized Items
    Handling for large or oversized items (white glove, liftgate service, appointment delivery): Not applicable.


  • Tracking & Notifications
    • After placing your order, you’ll receive an automated confirmation email.

    • Once your furniture is ready to ship, you’ll receive a second email with your tracking number to follow your shipment.


C. Lost or Damaged Shipments Policy

  • Freight Damage or Shortage Policy
    • Freight damages or shortages reported more than 10 days after delivery may not be honored by the freight carrier, Rockwood Furniture, or LLC.

    • Please inspect all deliveries carefully and note any visible damage or shortage on the delivery receipt at the time of delivery.

    • For concealed damage, notify us within the 10-day window so we can file a timely claim.


  • Lost or Damaged Shipment Policy
    • If your order arrives lost or damaged, please contact us within 48 hours of delivery.

    • We will repair or replace your item as quickly as possible.

    • To help expedite claims:

      • Retain all packaging.

      • Take clear photos of any damage.

      • Contact our Customer Support team:
    • For lost packages, we’ll investigate with the carrier and provide a solution—either shipping a replacement or issuing a refund—once the claim is confirmed.


Our goal is to ensure you receive your furniture in perfect condition. You will never be asked to negotiate with carriers or handle claim paperwork yourself.