Shipping policy

SHIPPING POLICY

At The Couch Brothers, we personally handle our local deliveries to help ensure your furniture arrives safely and is set up properly. We are based in Rolling Meadows, Illinois and deliver throughout the Chicagoland area.

For locations outside our standard delivery area, please contact us to discuss availability and pricing.

1. Delivery Fees

Our standard delivery fee is $199 for deliveries within 30 miles of our showroom.

Deliveries outside our standard delivery area may be subject to an additional travel charge based on distance and location.

Any applicable delivery or travel charges will be communicated before delivery is scheduled.

Delivery fees are non-refundable once delivery has been attempted or completed.

2. Scheduling Deliveries

We schedule deliveries directly with customers by text message after purchase or once the furniture is ready for delivery.

Customers will generally receive a 1-hour delivery window.

Delivery times and windows are estimates. Traffic, weather, previous deliveries, vehicle issues, or other unexpected circumstances may cause delays.

If we are running late or need to reschedule, we will make reasonable efforts to notify you as soon as possible.

3. White-Glove Delivery

Our standard delivery service includes:

  • bringing the furniture inside;
  • placing it in the room of your choice; and
  • basic assembly and setup when required for the furniture being delivered.

Delivery and setup are subject to safe and reasonable access to the requested room.

Removal or disposal of existing furniture is not included unless specifically agreed to in advance.

4. Customer Responsibility for Measurements

Customers are responsible for confirming before purchase and delivery that their furniture will fit through all required access points and into the intended room.

Please measure, as applicable:

  • exterior and interior doorways;
  • hallways;
  • stairways and landings;
  • elevators;
  • corners and turns;
  • entrances;
  • gates; and
  • any other areas the furniture must pass through.

Customers should also verify that the furniture will fit properly within the intended room and configuration.

The Couch Brothers is not responsible for a customer’s failure to properly measure the furniture, room, or required access points.

If delivery cannot be completed because the furniture does not fit, the purchase will be handled according to our Return & Refund Policy.

5. Preparing for Delivery

Before we arrive, customers are responsible for providing a safe and reasonably clear path from the delivery entrance to the intended furniture location.

Please:

  • clear walkways, hallways, and stairways;
  • remove fragile or valuable items from the delivery path;
  • secure pets;
  • make sure elevators, loading docks, gates, or building access are available if required; and
  • remove existing furniture or other obstacles from the intended placement area.

Customers are responsible for coordinating any required building access, elevator reservations, loading-dock reservations, certificates of insurance, or other building requirements before the scheduled delivery.

6. Tight or Restricted Access

Our delivery team may decline to move furniture through an opening, stairway, hallway, or other area if we reasonably believe doing so could damage the furniture, damage property, or create an unsafe condition.

If a customer requests that we proceed with delivery through a tight, restricted, or difficult space after being advised of the risk, the customer assumes responsibility for damage resulting from insufficient clearance.

The Couch Brothers is not responsible for damage to furniture, walls, floors, doorways, trim, railings, or other property caused by attempting delivery through an area with insufficient clearance at the customer’s request, except to the extent otherwise required by law.

The customer will also be responsible for the full purchase price of furniture damaged as a result of attempting delivery through an area with insufficient clearance.

7. Delivery Damage

Customers should inspect their furniture at the time of delivery.

Any visible damage, missing components, incorrect merchandise, or other readily observable issues should be brought to our attention before the delivery team leaves whenever reasonably possible.

If furniture or property is damaged during delivery as a direct result of our handling, please notify us promptly.

We will review the issue and work toward an appropriate resolution.

Depending on the circumstances, a resolution may include:

  • repair;
  • replacement of a damaged component;
  • replacement of the merchandise; or
  • another reasonable solution.

Damage to one component does not necessarily require replacement or refund of the entire furniture piece or order if the issue can reasonably be corrected.

8. Missed or Unsuccessful Deliveries

Customers are responsible for being available during the agreed delivery window and providing access to the delivery location.

If delivery cannot be completed because:

  • the customer is unavailable;
  • access to the property is unavailable;
  • required building arrangements were not made;
  • the delivery area is unsafe or inaccessible; or
  • another customer-controlled circumstance prevents delivery,

an additional delivery or rescheduling fee may apply.

9. Weather & Unsafe Conditions

We may delay or reschedule a delivery if weather, road conditions, building conditions, or other circumstances make the delivery unsafe.

We will make reasonable efforts to reschedule the delivery as soon as practical.

10. Questions & Scheduling

For delivery questions or scheduling, contact us at:

The Couch Brothers LLC
5400 Newport Drive, Suite 12
Rolling Meadows, IL 60008

Text/Phone: 847-595-0684
Email: Hello@thecouchbrothers.com