Delivery & Return
Delivery
At Hiline Living, every piece is crafted with precision and care and we ensure that the delivery experience reflects the same standard. Once your order is ready, our team coordinates with trusted third-party logistics partners who specialize in handling luxury furniture.
Because we ship from multiple warehouse locations, your order may arrive in separate deliveries depending on product availability and logistics routing. Shipping charges are calculated per shipment and not per order total, based on the dispatch point of each item.
Delivery timelines vary by product type, availability, and your location. To help you plan better, every product page includes estimated lead times. You can also enter your PIN code on the product page to check availability in your area. If we don’t currently deliver to your location, we encourage you to join our mailing list or follow us on social media for future updates.
Deliveries take place Monday through Friday between 9 AM and 7 PM, and in select cities, Saturday deliveries may be available upon request. Please reach out before your order is processed if you’d like to request a Saturday slot. We’ll do our best, but not all requests can be fulfilled.
Before placing an order, please ensure that your items can pass through your entryways, stairwells, or elevators in their original packaging. Dimensions are listed clearly on each product page. If a delivery fails due to restricted access, redelivery charges will apply.
While we can coordinate shipments to freight forwarders if needed, Hiline Living is not liable for any issues that may occur once the shipment is handed over for forwarding.
Shipping Fee & Locations
Shipping fees are charged per shipment, not per order, and are fixed at flat rates depending on shipment value and delivery location.
This is a friendly reminder that for orders with multiple items, depending upon each item’s estimated delivery, there may be multiple shipments per order. Shipping fees are calculated based on your location and order subtotal. Total shipping fees will be indicated during the checkout process after processing the required shipments based on the estimated delivery of all your items.
Suggestion: Please enter your zip code on any product page to determine if we deliver to your city. The table below is a general indication of some major cities we ship to. For selected cities, we offer free shipping per shipment with a subtotal value of $999 and above (excluding add-on services).
Types of Delivery
We offer three delivery service options: Standard, Room of Choice, or White Glove.
We provide a Standard Service by default, but you may opt for Room of Choice or White Glove for an additional service fee. Each service fee is per shipment, not per order. If the order contains multiple shipments, you can select which shipment(s) you would like to apply the delivery service to during checkout.
Standard Service
We will deliver your item(s) to either the ground floor, lobby, or first dry area of your home (such as a garage, front porch, lobby, etc.) or apartment building. Deliveries to any address requiring a lift or staircase will be left at the lift’s entrance or the stairs’ foot. This service does not include unpacking, assembly, or rubbish removal.
To initiate delivery, we will email you that your order is ready to ship. You will receive a fixed delivery date with tracking information, or our delivery partner will contact you to arrange a delivery day and time window.
Room of Choice
We will deliver your item(s) to the room of your choice within your home, inclusive of up to two flights of stairs. An extra flat rate of $50 or $70 applies, depending on your zip code (plus applicable taxes). Kindly note that additional stairs beyond two flights are subject to add-on fees. This service does not include assembly, rubbish removal, or moving your old or existing furniture.
To initiate delivery, we will email you that your order is ready to ship. Our delivery partner will contact you to arrange a delivery day and time window.
White-Glove
We will deliver your item(s) to your room of choice, including up to two flights of stairs, unpacking and complete assembly of the item(s), and rubbish removal. This service is an extra flat rate fee of $100 or $150 (plus applicable taxes), depending on your zip code. Kindly note that additional stairs beyond two flights are subject to additional fees. This service does not include removing or moving your old or existing furniture.
To initiate delivery, we will email you that your order is ready to ship. Our delivery partner will contact you to arrange a delivery day and time window.
Note: Please measure and ensure that your items will fit through doors, staircases, and elevators in their packaging before you place your order. Suppose we are unable to get your furniture into your home. In that case, you will be responsible for redelivery fees if you choose to have the products redelivered later or the return shipping and warehouse restocking fees if the order is canceled. Our delivery partners will deliver your products upon arrival based on the selected service options.
In addition, please protect your flooring and surroundings from potential damage before the delivery. Our delivery partners will not be responsible for any flooring or surrounding damages. Delivery personnel are not permitted to move existing furniture present in your home.
To better understand the service in your area based on the items you have purchased, feel free to contact us.
How long do I have to return my item?
Select items can be returned within 14 days of purchase or receipt. Custom orders cannot be returned but may be canceled within two business days after the order is placed. Custom orders may include any item where you select the finish and upholstery.
How do I return my item?
Small items can be returned to the showroom or shipped back to us by mail. Furniture or more oversized items will require arrangements for pick up. If you plan to return your item, please get in touch with support@ergocraft.com or call +1 244 688 800 to make arrangements.