Pali Furniture: Novara Collection

Ground Shipping

For small items, our shipping carriers are UPS and FedEx. Once you place an order with Tots to Teens and it has been shipped, you will receive a tracking number to track your shipment via e-mail. Shipping charges vary so please check each individual item for shipping rates and details.

Curbside Delivery

For items that are too large to be shipped via our ground shipping options, we provide a curbside delivery option. This means that the item that you ordered would be delivered to the curbside. It will be entirely your responsibility to remove the item off of the truck and bring it inside of your home.  Your shipment may be heavy and require 2 or more people to unload it.

The delivery company will call you in advance to schedule a time of delivery.  Typically, it will be scheduled during business hours Monday-Friday and you will be provided with a 2-4 hour window for your delivery time.  It will be very important that you keep your appointment and have the ability to handle your shipment on your own.  If you do not keep the appointment or cannot remove the shipment on your own, the trucking company will have to charge you to assist and/or reschedule your delivery time.

White Glove Delivery

To achieve the highest customer satisfaction, we provide White Glove Delivery Service (WGDS) that is designed to ensure that your purchase arrives damage free and in a timely manner. With WGDS we can guarantee that your items will be handled with the utmost care. Instead of being delivered curbside or placed right inside your door, they will be delivered and taken to the room of your choice. This ensures the quality of the product delivered.

With WGDS, your furniture will arrive on time and you can rest assured it will be in perfect condition. Once the furniture arrives at the warehouse closest to your home, your furniture will be opened and inspected by our WGDS company. Once your furniture passes a complete inspection, you will receive a call from the WGDS company to schedule a delivery date and time. The furniture is then delivered to the room of your choice by professionals from the WGDS.

The WGDS does NOT include assembly of cribs, bunk beds or loft beds. All packaging and debris from your furniture will be removed from your home. Please note that you must be present to receive your delivery. No returns or refunds will be made following the WGDS.

Shipping Time Frames

Please allow 2-3 weeks for an order to arrive to your home after it has shipped depending on your location. Occasionally, due to high demand, manufacturers may place their products on back order for a certain amount of time. If this happens, you will be notified immediately of the expected ship date of that item via email. All back ordered items will ship immediately after being available unless the order has been cancelled. If you would like to cancel a delayed order, please send an email to [email protected] requesting cancellation for a full refund. You will receive an email confirming your cancellation as long as your item has not shipped. If your order has already shipped and you would like to cancel, please see our return policy for more information.

Returns

Tots to Teens prides itself on 100% customer satisfaction. If you are not completely satisfied with your purchase you may return your purchase in its original condition and packaging for an exchange, store credit, or a refund.

To make a return, please call us within the first 10 days of receiving your item to obtain a return authorization number. This number is valid for 7 business days.  Please clearly label your item to be returned with your return authorization number. Returned items must be received at Tots to Teens within 7 days of being issued the return authorization number.

Once we receive your return, we will issue you a credit. If we receive your return without a valid return authorization number or if we find that the returned merchandise has been used, your merchandise will be sent back to you at your expense. We encourage all customers to send returns via insured mail for protection against any damages or loss. We cannot refund shipping costs. The return shipping costs are the responsibility of the customer. If you choose to return an item that was shipped free of charge, you will receive a refund for the item minus the appropriate shipping costs and minus a restocking fee. Some items may be subject to a re-stocking fee of up to 20%.

Special Order items and custom-made orders cannot be returned. You have 2 business days from original order date to cancel a special order/custom-made item. All bargain items are final sale policy.

Feel free to contact us via the Contact Us page if you have any questions.

Damaged Merchandise

Rarely, items may get damaged during shipping. As a precaution, inspect your package prior to accepting the order from the delivery company. If your items are damaged, please contact us via the Contact Us page. We will replace damaged parts or ship you a brand new item at our discretion and at our expense. We will pay for the shipping cost for you to return the damaged items. Requests for replacement parts will be addressed in a timely manner.

Defective Merchandise

For non-furniture items, you have 30 days from the time your item arrives to report any defects to Tots to Teens. After 30 days of the arrival of your package, please contact the manufacturer directly for warranty information. We replace defective non-furniture items up to 30 days after the arrival of your item. Please see our White Glove Delivery Service section above for details about defective furniture.