PREMIUM
White Glove Delivery
- Delivery inside the home
- Placement in room of choice
- Basic assembly (where applicable)
- Packaging and debris removal upon completion
Primarily used for large furniture pieces.
Operational Framework
Ornate Care Standart™
The structured framework behind every order, delivery, and customer interaction at Ornate Home. Furniture is a high-value purchase — our responsibility is to handle it with structure, clarity, and accountability.
Human-First Customer Service • Structured Delivery Standards • Defined Resolution Timelines
Order Processing Standard
Every order is reviewed manually before it enters fulfillment.
Manual Order Review
Every order placed at Ornate Home is reviewed by a real team member — not an automated system — before fulfillment begins. Our team verifies customer contact details, delivery address accuracy, product configuration, and estimated delivery timeframe. High-value or flagged orders may require additional confirmation before processing continues.
Real Human Customer Service
Ornate Home does not rely on automated AI bots for customer service decisions. Calls are handled by trained team members, order concerns are evaluated individually, and claims are reviewed manually. Every customer interaction is handled by a real person — because furniture purchases require human judgment, not automated scripts.
Our commitment:You will always communicate with a trained Ornate Home team member.
📞(844) 955-3399 · ✉support@ornatehome.com · Mon–Fri, 9 am – 5 pm
Delivery Standards
We offer multiple delivery types depending on product category and logistics method. Full details are available on our Delivery Policy page.
Shipping estimates:Items in Southern California and the Charlotte, North Carolina area typically arrive within approximately one week after order processing. For nationwide orders, shipping usually begins within one week of processing. Delivery timelines may vary depending on carrier schedules, weather conditions, product availability, or logistics factors. Delivery estimates are projections and not guaranteed delivery dates. Back-ordered items in multi-item orders will ship together once all pieces become available.
Pre-Delivery Communication Standard
For all scheduled furniture deliveries, we establish contact before arrival.
For White Glove, In-Room, and Curbside deliveries, a delivery window is provided ahead of arrival, contact attempts are made prior to the delivery team arriving, and access instructions are confirmed with the customer. An adult aged 18 or older must be present to inspect and sign for the delivery.
Parcel shipments (FedEx and similar carriers) do not include a pre-scheduled contact window, but tracking updates are provided once the shipment is in transit.
On-Site Inspection & Documentation
Inspection at delivery protects both parties.
Upon delivery, customers should inspect the visible condition of all items before the delivery team departs. Any visible concerns must be documented immediately — photos should be taken and issues reported before signing the delivery receipt. Signature confirmation is collected for all scheduled delivery services.
48-Hour Damage Reporting Window:Furniture shipments may involve third-party freight carriers and multiple handling stages during transit. Any visible damage or missing parts must be reported within 48 hoursof delivery via ourDamage Claim Pageso our team can properly document the issue and coordinate with the freight partner or manufacturer if needed. Original packaging must be retained, as it may be required for replacement processing.
Damage Resolution Framework™
A structured, human-reviewed process for every claim.
Furniture logistics can involve manufacturers, freight partners, and multiple handoffs. When a damage or parts issue arises, our team manages the full resolution process through defined steps:
Initial Review — Within 24–72 Business Hours
Your claim is received and reviewed by a team member. All claims are documented and tracked internally.
Manufacturer Coordination
When required, we coordinate directly with the manufacturer to assess and approve the resolution path.
Parts Replacement
When feasible, specific parts or components are ordered and shipped as the first resolution option.
Full Replacement
Upon approval, a full product replacement is processed when parts replacement is not sufficient.
Returns & Cancellations
Governed by our published policies, applied consistently across all orders.
30-Day Return Policy
Returns are accepted within 30 days of delivery in accordance with our published Return Policy. Items must be in their original condition and packaging. Please review the full terms before initiating a return.
Order Cancellations
Cancellations requested before an order is shipped or prepared for delivery are handled per our Cancellation Policy. If an order is cancelled after it has shipped or been prepared for delivery, the customer is responsible for the original delivery cost, reverse logistics fees, and applicable restocking fees.
Review & Continuous Improvement
Customer feedback is part of our operational infrastructure.
We actively monitor customer feedback across platforms, evaluate recurring patterns, and adjust processes when necessary. Every review — positive or negative — is treated as operational data that informs how we train, process, and serve. Our goal is not to defend the status quo but to improve it continuously.
- Reviews monitored across all platforms
- Recurring service patterns evaluated internally
- Processes adjusted and documented when issues arise
- Feedback used to improve service standards and team training
Transparency & Accountability
Clear policies, defined timelines, structured internal handling — for every order.
Ornate Care Standard™ is the operational framework behind every Ornate Home order. It reflects our commitment to structure, clarity, and accountability throughout the full customer journey — from the moment an order is placed to long after delivery is complete.
Our framework is supported by clearly defined delivery types, published return and refund policies, defined claim timelines, and structured internal handling procedures. Nothing is left to informal judgment.
A PERSONAL MESSAGE
A Note From Our Founder
"At Ornate Home, we believe purchasing furniture is not just a transaction — it is an investment in your home and the spaces where life happens."
Furniture logistics can be complex. Products often move from manufacturers to distribution centers, and then through freight carriers and local delivery partners before reaching your home. While this process involves multiple parties and handling stages, our responsibility is to manage that journey with care, transparency, and accountability.
At the same time, we continuously invest in technology to improve the experience for our customers. From advanced systems that help us process orders faster to modern tools that improve logistics coordination, we are always adapting to new technology to deliver a smoother and more reliable service.
However, when it comes to customer care, we still believe in the importance of real human support. Our customers communicate directly with trained team members who understand the products and are committed to resolving issues fairly and efficiently.
We also encourage customers to inspect their items upon delivery and report any concerns promptly. Timely communication allows our team to properly document the condition of an order and coordinate with delivery partners or manufacturers when needed.
Our goal is simple: to combine modern technology, responsible logistics, and genuine customer care to provide the best possible furniture buying experience.
