Shipping and Handling

Orders with in stock inventory will be fulfilled within 5-7 business days (excluding holidays). Please note your order may encounter delays once shipped due to COVID-19, increased shipping volume or inclement weather which is out of our control. Lead times are strictly quoted as production time only and do not include transit time. 

All custom (upholstery) furniture and oversized items will be shipped via freight carriers which have extended processing and delivery times. The quoted lead time for custom furniture reflects the production and processing time of the item before it leaves the warehouse. Once the item has been received locally, you will be contacted to set up your “white glove” delivery options. Items usually ship within 2-4 weeks. White Glove delivery includes a 2 person team placing the furniture in your space.  It is the responsibility of the buyer to ensure that the finished product will fit inside entry points upon delivery of the item. Smyth House will not be held responsible if the piece does not fit into the buyer’s home. If this situation occurs, customers are subject to a 20% restocking fee for the returned item pending approval from Smyth House, in addition to any return shipping costs. 

In some areas, White Glove delivery is not available.  You will be contacted to work out any delivery details once production is complete. We are problem solvers and we are great about creating solutions.  

All custom furniture is final sale and not eligible for return. Made-to-order cushions may ship separately.

On rare occasions, you may encounter transit damages to merchandise or defects in manufacturing. Please ensure that you inspect your items thoroughly upon delivery.

Should your shipment incur any damages or defects, please contact our customer service team @ orders@thesmythhouse.com for assistance within 48 hours of delivery. Submissions after 48 hours are subject to review.

At this time we do not ship internationally.

In-Studio Pick Up: 

All rugs are available for in-studio pick up. Please make an appointment inquiry through our customer service contact @ orders@thesmythhouse.com. 

Back Ordered Items: 

These dates are estimates and are subject to change. Estimated backorder dates do not reflect shipping and processing time; please allow an additional 1-3 weeks for your item to ship. If no backorder date appears, the item is in stock.

 

LIGHTING:
All lighting is made-to-order. Lead time for Copal lighting is 10-12 weeks. This relates to production time only.
All lighting pieces ship from Texas via a third-party freight carrier. Shipping is not included in the listed price and will be quoted once your order is prepared. As these are freight deliveries, an appointment will be scheduled in advance to ensure a smooth delivery experience.
Lighting is not eligible for returns or exchanges. 
REFUND & EXCHANGE POLICY
We are proud to offer a curated collection of special pieces that have been shaped by both hand and nature. We believe in embracing the natural expression of organic materials and the unique characteristics of artisanal work. Due to the handmade nature of our items, we are unable to offer returns for inconsistencies in coloration, graining/patterns, or texture (including pits and fissures). Although we try our best to represent this in our product descriptions, such variations are to be expected.

Sale, made-to-order, and custom items are all final sale. 
DAMAGE POLICY
Please fully inspect all shipments (including those that will be stored for future use) upon receipt. If products have been damaged during shipping or if parts are missing, email care@palosanto-decor.com within 48 hours of confirmed delivery. Failure to do so within this time period constitutes acceptance of the goods as-is. Smyth House or P A L O  S A N T O will assist in filing claims for damaged or lost products as part of our customer service. However, if the shipping company denies the refund for damaged products or the cost of shipping labels, the customer will be required to place a new order and cover the associated shipping costs. 
Smyth House & P A L O S A N T O are not responsible for breakage, partial or total loss of merchandise during transport or shipping. The shipping company is solely liable for any damage incurred during transit, and it is the customer's responsibility to adhere to the shipping company's policies regarding the receipt of damaged or lost products. To facilitate this process, the customer must retail all original packaging and contents for inspection.
LEAD TIMES & ORDER FULFILLMENT
We strive to update our website with accurate lead times as often as possible. Lead times reflect production time only and do not include transit time. Please note that lead times are approximate and subject to change. Should this be the case, we will notify you of any changes or delays to your order.

Smyth House & P A L O  S A N T O are not responsible for any changes in customer shipping address during lead time production. It is the sole responsibility of the customer to update us of any changes that would affect the delivery of an order.