Shipping Policy

At CHITA, we pride ourselves on the exceptional quality of our furniture manufacturing. Our goal is to deliver your purchase as quickly and efficiently as possible. For safe transit, all our products are securely packaged and handled by professional third-party delivery carriers.

Delivery Partners

We work with a trusted network of delivery partners to ensure that your order reaches you safely. Note that if your order contains multiple items, they may be shipped separately by different delivery partners. Shipping costs are calculated per shipment (not per total order) and are based on the warehouse location from which your items are being shipped. The delivery speed depends on the type of product, product availability, and the distance between the warehouse and your shipping address.

Product

Deliverable area

Optional shipping services*

Oversized Items (e.g., sofas)

Delivery Method: Truck Delivery

Delivery Supported in:

  • Contiguous 48 states*
  • Washington, D.C.
Please note: We work with third-party truck delivery companies. Depending on their policies, certain areas may be classified as "remote areas," and an additional delivery charge may apply.

Standard:

Free

Room of Choice :

Start at $99

White Glove:

Start at $199

Standard Products Delivery Method: FedEx

Delivery Supported in:

  • Contiguous 48 states

Standard:

Free

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*We do not deliver to Alaska, Hawaii, North Dakota, South Dakota, Puerto Rico, Guam, the Northern Mariana Islands, the U.S. Virgin Islands, the Marshall Islands, PO boxes, or APO/FPO military addresses.

*See 'Types of Delivery' below

Shipments are delivered Monday through Saturday, between 7:00 a.m. and 7:00 p.m. If you need delivery outside these hours, please contact us before your order is processed to inquire about availability in your area. However, please keep in mind that we may not be able to accommodate all requests.

It is your responsibility to ensure that your items will fit through doors, staircases, and elevators in their packaging before placing your order. Product and package dimensions are included in the product description on our website. Failed delivery due to our inability to access your home will result in additional delivery charges.

While we can arrange for your order to be shipped to a freight forwarder on a case-by-case basis, CHITA assumes no responsibility for any issues that may arise once the shipment is in the hands of the freight forwarder.

Shipping Fees and Locations

Shipping fees are charged per shipment, not per order, and are set at fixed flat rates based on the shipment’s value and delivery location.

Please note that for orders containing multiple items, the number of shipments may vary depending on the estimated delivery dates of each item. Shipping fees are calculated based on your location and the subtotal of your order. The total shipping fees will be displayed during the checkout process after determining the number of shipments required for your items.

Types of Delivery

We provide three types of delivery services: Standard, Room of Choice, and White Glove.

By default, orders are shipped using Standard Service, but you can choose Room of Choice or White Glove Service on select sofa lines for an additional fee per shipment. If your order requires multiple shipments, you can select which shipment(s) should include the upgraded service during the checkout process.

Note:We only offer Room of Choice and White Glove services for the Kenna, Esme, Julane, Josie, Audrey, Keaton, and Senan Collection sofa collections. All other products ship with Standard Service (see below for more details).

In some major cities, we offer free shipping for all shipments, excluding additional services such as Room of Choice or White Glove.

1. Standard Service
We will deliver your item(s) to the ground floor, lobby, or nearest covered/dry area of your home or apartment building (such as a garage or front porch). Deliveries requiring elevator or staircase use will be left at the entrance of the elevator or foot of the stairs. Standard Service does not include unpacking, assembly, or trash removal. A signature isn’t required; instead, our team will photograph your order at your doorstep as proof of delivery.

Once your order is ready to ship, we will notify you via email. You will either receive a fixed delivery date with tracking information or be contacted by our delivery partner to schedule a delivery date and time.

2. Room of Choice (Most Popular)

We deliver your item(s) to the room of your choice within your home, including up to two flights of stairs, for an extra flat rate of $99 plus applicable taxes, depending on your zip code. Please note that additional stairs beyond two flights will incur add-on fees. This service does not include assembly, trash removal, or relocation of existing furniture.

We will email you when your order is ready to be shipped. Our delivery partner will then contact you to set a delivery day and time window.

3. White Glove

We offer delivery to your room of choice, including up to two flights of stairs, along with unpacking and up to 30 minutes of assembly of your item(s), plus trash removal. This service costs an additional flat rate of $199 plus applicable taxes, depending on your zip code. Additional stairs beyond two flights will incur extra fees. This service does not cover moving or removing your old or existing furniture.

We will email you when your order is ready to be shipped. Our delivery partner will then contact you to set a delivery day and time window.

Note:

  • Please measure your doorways, staircases, and elevators to ensure your items will fit before placing your order. If we cannot deliver your items due to size restrictions, you will be responsible for redelivery fees if you choose to reschedule your delivery for a later date, or for return shipping and restocking fees if you choose to cancel your order.
  • Protect your floors and surroundings before delivery. Our delivery personnel cannot move existing furniture and are not responsible for any damage to flooring or surroundings.

For more details about the service options available for your purchased items, please contact us.

Receiving Items

For security purposes, our delivery partners may ask to verify your photo ID before unloading your products. If you fail to comply with this verification, it will be treated as a refusal of delivery — the item(s) will be returned to our warehouse, and you will be charged a service fee. If you choose to reschedule, an additional delivery fee will be applied.

Upon delivery, you or a designated representative must carefully inspect the item(s) before our delivery partner leaves the premises. You must report any damage or defects to CHITA within 3 business days of delivery and documented on the proof of delivery form. Please contact us with photos of the damage or defect within 7 business days. We will respond within 3 business days.

CHITA reserves the right to determine, at its sole discretion, whether a product or component of a product has failed due to a defect or wear and tear. CHITA may offer a replacement or repair at its discretion. If an exchange for a defective item is not feasible, CHITA reserves the right to provide a substitute or a full refund. Availability of repair or replacement depends on our current inventory. CHITA is not liable for any direct or indirect consequences of delivery delays, nor do such delays entitle the customer to cancel the agreement or seek damages.

Signing of Proof of Delivery Receipt (POD)

A Proof of Delivery (POD) is not merely a receipt but an acknowledgment that the goods you ordered arrived intact. It’s important to thoroughly inspect your delivery before signing the POD, as failure to do so often leads to missed damage claims.

We recommend verifying that the shipment is intended for you, confirming that the entire order is present, and ensuring that it arrived undamaged.

Any issues not documented on the POD before you sign will prevent CHITA from processing any damage claims once the delivery driver has left your premises.

Please use the following checklist before signing the POD:

  • Inspect all cartons for visible damage.
  • Confirm that you have received the correct items as listed on the POD and delivery order.
  • If you opted for White Glove delivery, wait until all items are assembled and confirm there is no visible damage before signing the POD.
  • If serious damage is visible on a carton, inspect the product inside for any damage.
  • If you find damage, take photos of the affected items, cartons, and the product ID code.
  • Note any property damage caused during delivery on the POD. We will need photos and video footage to document the damage.
  • After reviewing the entire shipment and documenting any issues, obtain the delivery driver’s signature or initials next to your notes about the damaged items on the POD.

*Please retain all cartons until the issue has been resolved.

 

Estimated Delivery Date

The “Estimated Delivery” times listed on each product page provide an estimated date range for when the item(s) should arrive at your delivery location. These estimates account for stock movement from manufacturing locations to our warehouse, including factors such as whether an item is made-to-order, and last-mile delivery to your door.

Please be aware that these are approximate dates and may be subject to unforeseen delays.

Scheduling and Tracking of Shipments

You will receive an email notification when your order departs our local warehouse.

  • For FedEx or UPS deliveries, tracking information will be provided via email.
  • For deliveries handled by our specialized carriers, the carrier will contact you directly to confirm a delivery date and time frame.

Delayed Shipment / Delivery Due to Unforeseen Circumstances 

In the event of a delay in shipment due to unforeseen situations, CHITA reserves the right to reschedule the delivery, subject to the availability of the next open delivery date.

In the event of a delay caused by unforeseen circumstances, CHITA reserves the right to reschedule the delivery according to the next available delivery date. We cannot specify an exact time of delivery but will provide an estimated time frame, which may also be subject to additional unforeseen delays. CHITA is not liable for any loss or expenses incurred due to delivery delays, and such delays do not constitute a breach of agreement.

Order Cancellation

  • Cancelled at Origin Terminal – No Charge
  • Cancelled In-Transit – $149

 

Redelivery Fee

Changes to scheduled delivery dates must be requested at least 3 business days after ordering and before the confirmed delivery date. Requests made outside this period will incur a redelivery fee of $100, plus applicable taxes.

Missed Deliveries

Our delivery partners will contact you to schedule your delivery slot. All delivery appointments are confirmed with customers before departure. If a delivery cannot be completed because of the customer’s non-availability, CHITA will charge $149.

Please note tht orders will be cancelled and subject to a fee of $149 if you cannot be reached to schedule your delivery date with the carrier. During the day of delivery, you will need to be available to be contacted either by phone or email. If you are not present and/or available at the delivery address within your allocated delivery slot, our delivery partners will wait for approximately 15 minutes before they leave. All undeliverable orders will be returned to our distribution center and restocked. To reschedule a delivery to the correct delivery address, we will contact you to arrange for the next available delivery with a re-delivery fee (charge at cost). We do ask that you let our delivery partners know of any necessary changes to your delivery slot at least three business days in advance.

Our delivery partners will contact you to schedule a delivery day and time. If a delivery fails because you are not present or available at the delivery address during the confirmed delivery time, you will be charged a fee of $149. Orders will also be canceled and subject to the same fee if you cannot be reached to schedule your delivery date with the carrier. 

On the delivery day, you must be reachable by phone or email. If you are not present during your delivery slot, our partners will wait for 15 minutes before leaving. All undeliverable orders will be returned and restocked, subject to a fee. To reschedule, contact us to arrange the next available delivery (which will be subject to a re-delivery fee). You must let our delivery partners know of any necessary changes to your delivery slot at least three business days in advance.

Waiting Time

Our delivery partners will confirm delivery time frames with you 24 hours before the scheduled slot and 30 minutes prior to arrival. If you are not home when they arrive, you may request that they wait until you return home. In these situations, our delivery partners will wait for 15 minutes at no extra cost. Any waiting beyond 15 minutes will be charged, and they will not wait for more than 30 minutes.

Incorrect Delivery Address

All undeliverable orders will be returned to our distribution center and restocked. To reschedule a delivery to the correct address, we will contact you to arrange for the next available delivery with a re-delivery fee.

Delivery Restrictions

We reserve the right to refuse delivery to certain locations deemed at high risk or inaccessible for our services. Due to size constraints, we cannot make deliveries to PO boxes or Parcel Lockers.