HELP CENTER

GENERAL

2235 N. Tustin Ave. Santa Ana, CA 92705
For Google Maps

Monday to Saturday 10 am-6 pm
Sunday 12 pm-6 pm

support@ornatehome.com
(844) 955-3399

Yes we do have a live chat option that can be seen on every page. You can start by clicking on chat ikon and ask us anything you need to know about our products, delivery, financing and such. During open hours our operators are ready to take questions. If our operators are not present please leave your phone number, name or e-mail address so we can get back to you as soon as possible.

Once your order is ready for delivery, we’ll be in touch to let you know when it will arrive and what to expect on delivery day. Depending on your level of service, our team will either complete a contactless delivery, or safely enter your home to deliver and build your furniture. You'll never receive a surprise delivery: our team will determine a set date and time window for receiving your new furniture. Smaller items are often sent via courier. These deliveries are not scheduled in advance, but we will share tracking information so you know when to expect your order. Your delivery time window will be provided 24 - 48 hours ahead of your scheduled delivery date.

Product and box dimensions are listed on all product pages, and we recommend measuring your space to see if a product is the right fit for your space and can be transported into the room easily. Generally speaking, the door width should be greater than the box’s height.

However, there are several other factors to account for, including (but not limited to):

• Obstructions behind the door

• Corners the box has to be maneuvered around

• Hallways or internal doors

• Stairways (both the length of the stairway, and corners it must move around)

• Measurements of an elevator

Found a lower price?

Just let us know and we'll beat it!

We wont be beat on price.

Call us: 1-(844) 955-3399 and select option 1 to speak to a sales associate.

Items must meet the following criteria to qualify for our Price Match Guarantee:

• The product is not a closeout, discontinued or clearance item.

• Must be done at the time of sale.

• The product is in stock and available for immediate shipment from the competitor.

• The advertised price is from an authorized online store.

• The price must be published online and written quotations are not acceptable.

• Verbal price quotes are not acceptable.

• Coupons cannot be applied with an item that has been submitted for pricematch.

• The Low Price Guarantee cannot be applied to previous orders.

• Due to the high shipping minimums of our superior shipping service, the price match policy is only effective for items over $899 per item.

• We only compare with verified companies.

• The products must be identical (quantity, brand, color, etc.)

• The price includes in home delivery with setup and applicable sales tax.

If you have any questions about our price match policy or to see if your product qualifies,

Call us: 1-(844) 955-3399

Price Changes

We offer a 100% low price guarantee. If we receive a savings we are happy to pass that savings along to you as always. If the price of your item goes down after you place your order we are happy to adjust the price down as long as your order has not already been processed. Discount incentives are provided by the manufacturer during certain times and any order processed before those incentives were available will not be eligible for adjustment.

Damaged products and missing pieces must be reported within 48 hours of delivery. After 48 hours of delivery, no claims will be allowed. Therefore, please inspect the merchandise for damages or missing parts as soon as you receive your product(s). Please attach photos of the damaged product to the email and keep the original packaging of the damaged merchandise as it is required for replacement.

*** DISCLAIMER

Ornate Furniture reserves to right cancel any orders or delay the shipments for reasons including but not limited to manufacturer, carrier, stock, and/or cost related issues on out-of-state orders without prior notice.

We inspect and ship all merchandise in factory manufactured condition unless stated or requested otherwise. Likewise, we make every effort by meticulous palletizing and/or thorough packaging to prevent partial loss or damage of merchandise. In case of loss or damage of shipments en route, after the shipment leaves our warehouse, it is buyer’s responsibility to file a claim against the freight company. In certain cases, Ornate Furniture, at its whole discretion, may choose to arrange a repair service when/where possible and/or applicable. Monetary compensation of any amount will never be an option, if insurance or freight liability or repair is a possible remedy of any level or kind. By law, tax exemption does not apply to orders placed and/or fulfilled in the State of California where our HQ is located.

DELİVERY & SHIPPING

   Yes, our delivery service is our signature. We offer next-gen delivery. We do delivery for the same day and next day. As long as products are in stock you can have it in a matter of 1-2 days. Waiting 4 to 8 weeks for furniture delivery is history now.
   We offer 3 types of delivery for you to choose;

Delivery Policy

We want to make the Fast and Simple delivery process for you.

DELIVERY OPTIONS:

1- CURBSIDE DELIVERY: Furniture delivery to curbside

Service Area                          Flat Rate

Surrounding areas of Los Angeles (from 0 to 10 miles)        $59

* Please note that assembly service is not included in the Curbside Delivery service.

 

2- IN-ROOM DELIVERY: Furniture delivery to the room of your choice (unpacking and assembly of furniture NOT included).

Service Area                          Flat Rate

Surrounding areas of Los Angeles (from 0 to 100 miles)        $199

* Please note that assmebly and trash removal service is not included in this option.

3- IN-ROOM DELIVERY & ASSEMBLY & TRASH REMOVAL: Furniture delivery to the room of your choice, unpacking and assembly of furniture, and taking the trash back.

Service Area                          Flat Rate

0-50 miles from our location                    $249

4- CURBSIDE DELIVERY: Furniture delivery to the curb or end of the driveway outside the requested delivery address. Someone will have to be on hand to meet the driver and sign for the package.

Service Area: More than 100 miles from the store and 48 contiguous United States

Condition                           Flat Rate

Cart Total up to $1,999                       $199

Cart Total between $2,000 and $2,999                $299

Cart Total between $3,000 and $3,999                $399

Cart Total over $4,000                        $499

** In case of refusing or returning the shipment, buyer will be charged a 30% restocking fee as well as two-way freight costs. Likewise, in case of refusal of shipment or failure to comply with the delivery requirements; attempted delivery, detention, and/or storage fees will be the sole responsibility of the consignee.

   SAME DAY DELIVERY is valid for orders received before 11:00 am on weekdays for products with visible stock on the website. It includes products with the SAME DAY label on our website. Orders after this time will be delivered to the next day. If the next day is the weekend, delivery still can be made according to the delivery direction/route and transport volume. If it can't be done on the weekend, it will be delivered by next week on the first day of the week and you will be informed.
   Please note unforeseen circumstances beyond our control, such as changes in delivery capacity and shipping volumes, the availability of the products from vendor companies, destination, weather conditions, and force majeure may delay the delivery of your order.

   NEXT DAY DELIVERY is valid for orders received before 12 pm on weekdays for products with visible stock on the website. It includes products with the NEXT DAY label and products that don't have any label on them. If the next day is the weekend, delivery still can be made according to the delivery direction/route and transport volume. If it can't be done on the weekend, it will be delivered by next week on the first day of the week and you will be informed.
   Please note unforeseen circumstances beyond our control, such as changes in delivery capacity and shipping volumes, the availability of the products from vendor companies, destination, weather conditions, and force majeure may delay the delivery of your order.

   We are covering a very large area from North Los Angeles to San Diego, please contact us by e-mail with your zip code or you can see it yourself by simply adding the product or any product to your cart and starting the order process. There you can see all delivery methods after you enter your zip code and also tax rate before check-out.

   Yes we do. We ship everywhere on the mainland USA

   Yes we do. Before that we need to contact you and get your consent and upon agreement we do delivery on weekends, holidays and/or evenings.

Yes! You will be notified by either email or SMS Notification on the morning that your item is out for delivery. In addition, the delivery driver may notify you approximately 30 minutes prior to their arrival so you have time to prepare

• We offer next-day and same-day delivery in Greater Los Angeles area for the products that display "NEXT-DAY" and "SAME-DAY". HERE

RETURN & REFUND

   Except in the case of manufacturer defect, Ornate Furniture does not accept returns. All sales are final.

   Send us an e-mail support@ornatehome.com explaining why you need to cancel or please call during open hours. (844) 955-3399

   Depending on why you needed to cancel you can have your money back depending on how you paid for the product.

- Items must be brand new and unopened, free from damage, pet hairs, soil, or stains.

- All original packaging and accessories must be returned with the item.

- At your expense, items must be shipped back to us fully insured and via a trackable shipping method.

- Items must not be assembled or altered in any manner

ORDERS & PRODUCTS

  Yes, but you need to do that before the delivery truck leaves for your delivery. We always inform our customers when we will be delivering. If you are late to inform us, you may have to pay an extra delivery rate to your correct or preferred address.

  You need to inform us as soon as possible by calling us during open hours or sending an e-mail. We will inform you depending on the situation of our delivery route and time, yet you may have to pay an extra delivery rate to your address if we had to make a second visit.

  Color, texture, and graining variations can occur in natural products like leather, wood and fabric. These are not normally considered imperfections. For leather products all colors are bound to have variations in every production line. Color representations on computer terminals and screens can be different based on settings and various display technologies. To optimize website performance, product pictures have been scaled down in detail to help make web pages load faster. As a direct result, in some cases fine detail in the pictures of furniture may have been sacrificed for the website's performance. It is the customer's responsibility to request additional high resolution pictures so that they may see exactly what they are getting before purchasing. Customers also agree that they may not dispute the finish, or color or texture or any other physical attribute after taking delivery of a product.

  There are some limited warranties available that manufacturers provide. Also you can “Add accident protection plan offered by Extend” where you can find under price information of each product we display on our website. You can add it to your cart and have additional protection.

  This information can be found in descriptions of each product page. However if it is not present please ask us via website live chat or by e-mail:
support@ornatehome.com

  Yes, if the item is expected to be in stock within one month, we will process your order. In most cases your order should arrive within 3-4 weeks. In the case that we expect the item to be out of stock longer, we will notify you to confirm that if you still want the item(s). We do our best to constantly update availability; However the website availability is not dynamically generated 'real time' inventory. You may contact us during open hours of our showroom via phone at (844) 955-3399 or by emailing anytime to support@ornatehome.com to get accurate information on availability.

  Yes, mostly almost all products require some level of assembly. We provide assembly instructions for almost all products on each product page. If assembly instruction is not present please ask us by contacting our customer support..

  Yes, we do. Depending on your zipcode delivery and assembly price rates may vary. You can see your prefered delivery method's price rates by simply adding the product to your cart and starting the order process. There you can see all delivery methods after you enter your zip code and also tax rate before check-out.

PAYMENTS

  We accept MasterCard, Visa, American Express, Google Pay, PayPal, Diners Club, Apple Pay, Discover, Meta Pay, Shop Pay, Venmo, Cryptocurrency and many more.

  Ornate Furniture has partnered with several financing companies to bring comfort to your house with low monthly payments. No hard inquiries financing and no credit needed.You can find financing options HERE.

  Minimum requirements for a customer to apply for financing:
* be over 18 years old
* Having a bank account matching the ID name
* Having a monthly income of at least 750 dollars

  No.

  Yes we do.

  Yes tax added during check out.