Quick answers to the questions we hear most. Can't find what you need? Email us at info@woodenluxe.com and we'll get back to you within 24 hours.
Orders
Can I change or cancel my order?
Yes. You can cancel for free any time before your order ships. Email us with your order number and we'll refund the full amount. If you need to change your shipping address, let us know before it ships too. Once your order has shipped, our return policy applies.
Do you charge sales tax?
Only where we're required to collect it. Our prices include shipping, and if sales tax applies to your order, it's calculated at checkout based on your delivery address and shown as a separate line before you pay. The total at checkout is the total you pay, with nothing extra on delivery.
Shipping and delivery
How much is shipping?
Shipping is free on every order to the 48 contiguous states and Washington, D.C.
Where do you ship?
We ship to residential and business addresses in the 48 contiguous United States and Washington, D.C. We don't currently ship to Alaska, Hawaii, Puerto Rico or other U.S. territories, APO/FPO/DPO addresses, or P.O. boxes, since furniture deliveries need a street address.
How long does delivery take?
Your order arrives within 10 business days of your order confirmation, including processing and transit. If we can't meet that, we'll email you with a new estimated date, and you can choose to wait or cancel for a full refund.
How do I track my order?
When your order ships, we email you the carrier name and tracking number. You can also check its status anytime on our Track Your Order page. If you ordered several items, they may arrive in separate shipments, each with its own tracking number.
How is furniture delivered?
We deliver to the door of your address (main entrance, ground level), or to the curb for larger freight deliveries. Delivery doesn't include carrying items upstairs or into a room, assembly, or packaging removal, unless the product page says otherwise. Some freight carriers will contact you to schedule a delivery window and may need an adult (18+) to sign.
Will it fit through my door?
Please measure before you buy. Our Measure Your Space guide shows you how to check doors, hallways, stairs, and elevators in a few minutes.
What if my order arrives damaged?
Check the packaging before you sign. If you see damage, note it on the delivery receipt and take photos. Then email us within 7 days with your order number and the photos. We'll send a replacement or give you a full refund, your choice, at no cost to you.
My tracking hasn't moved, or it says delivered but I don't have it.
If tracking shows no movement for 5 business days, or shows delivered but nothing arrived, email us. We'll open an investigation with the carrier. If the package is lost, we'll send a replacement at no cost or refund you in full, whichever you prefer.
Returns and warranty
What is your return policy?
You have 30 days from delivery to return an item for any reason. It should be unused, complete, disassembled if you assembled it, and well packed. For change-of-mind returns, you cover the return shipping; there are no restocking fees, and we never deduct the original (free) shipping. See the full Return & Refund Policy.
How do I start a return?
Email info@woodenluxe.com with your order number, the item, and the reason. We'll reply with your return authorization, the return address, and shipping instructions. Please don't send items back without an authorization.
When will I get my refund?
Within 10 business days of receiving your return, to your original payment method. How long it takes to appear depends on your bank or card issuer.
Can I exchange an item?
The fastest way is to return it and place a new order. If your item arrived damaged or defective, we'll replace it with the same item at no cost, subject to availability.
What warranty do you offer?
Every piece comes with a one-year limited warranty from the date of delivery, covering defects in materials and workmanship under normal residential use. To make a claim, email us with your order number, a short description, and photos. Full terms are on our Warranty page.
Products and care
Do I need to assemble my furniture?
Each product page tells you whether the piece arrives assembled or needs assembly. When assembly is needed, instructions are included.
Why does my piece look a little different from the photos?
Wood is a natural material. Grain, knots, and tone vary from piece to piece, and screens show color differently. These variations are part of the character of real wood, not defects.
How do I care for my furniture?
See our Wood Care guide for indoor wood, teak, and other outdoor furniture. Always follow any care instructions on the product page or in the box.
Contact
How can I reach you?
Email info@woodenluxe.com (we reply within 24 hours) or message us on WhatsApp at +1 (505) 308-6285, Monday to Friday, 9 a.m. to 6 p.m. CT. You can also use our contact form.