White-Glove Delivery Service
What’s Included
| Service | Included |
| Room-of-Choice Delivery | Delivery to your preferred room, subject to safe and reasonable access |
| Professional Unboxing | Removal of protective cartons, wrapping, and packaging |
| Standard Furniture Assembly | Basic assembly where required |
| Placement | Positioning of the item in your preferred location |
| Packaging Removal | Removal of delivery-related packaging after service |
White-Glove Delivery does not include hardwired lighting installation, wall mounting, mirror or artwork installation, moving existing furniture, structural modifications, hoisting, crane service, or other specialty installation work.
Hardwired lighting must be installed separately by a qualified electrician.
White-Glove Service Options
Standard White Glove
Suitable for:
- Houses and townhomes
- Apartments and condos with suitable elevator access
- Deliveries requiring up to 2 flights of stairs
- Properties with normal building and delivery-truck access
White Glove Plus
Please select White Glove Plus if any of the following apply:
- Delivery requires 3–5 flights of stairs without a usable elevator
- Your building requires special arrangements such as a COI, reserved freight elevator, loading dock, or restricted delivery hours
- A standard delivery truck cannot safely access the property or entrance
- Furniture must be carried more than 150 ft from the unloading point to the building entrance
- If you are unsure which service applies, please contact us before checkout.
White-Glove Pricing
| Item Weight | Billable Item Count |
| Under 390 lbs | 1 billable item |
| 390 lbs and above | 2 billable items |
The billable item counts for all items in the same order are combined to calculate the final service fee.
| Service | First Billable Item | Each Additional Billable Item |
| Standard White Glove | $300 | +$200 |
| White Glove Plus | $500 | +$200 |
For example, one item weighing 150 lbs and one item weighing 480 lbs equals 3 billable items.
- Standard White Glove: $700
- White Glove Plus: $900
The order in which items are added does not affect the calculation.
White-Glove Delivery must be arranged and confirmed before shipment. Once an order has shipped, this service cannot be added.
Before Delivery
Customers are responsible for confirming that all purchased items can safely pass through the full delivery path and fit in the intended room.
Please check:
- Entrances and doorways
- Hallways and turning clearance
- Stairways and landings
- Elevator doors and interior dimensions
- Final room entrance
For apartments, condos, and managed buildings, please also confirm any COI, freight elevator, loading dock, delivery-hour, or building-approval requirements before delivery.
Please review our [Measurement Guide] before placing your order.
Delivery Access & Customer Responsibility
A delivery may be considered a customer-responsible failed delivery if the delivery team cannot safely complete service because of:
- Insufficient doorway, hallway, stairway, elevator, or turning clearance
- The item not fitting inside or through an elevator
- Required COI or building approval not being arranged
- Freight elevator or loading dock not being reserved
- Inaccurate or incomplete delivery-access information
These situations are not considered product defects, shipping damage, or delivery errors.
An adult authorized to accept the delivery must also be present during the scheduled delivery appointment.
For safety reasons, delivery personnel may decline or modify in-home services if access conditions are unsafe or restricted.
If Delivery Cannot Be Completed
If White-Glove Delivery cannot be completed because of customer-responsible measurement, access, or building conditions, the following terms apply:
| Situation | Applicable Charge |
|
Delivery team has arrived and begun providing the service |
White-Glove Delivery fee is non-refundable |
| Item must be returned to our logistics facility | Customer is responsible for the actual return transportation cost |
| Item is returned to the warehouse, whether opened or unopened | 10% return fee |
|
Additional repacking, storage, or special handling is required
|
Additional actual costs may apply
|
If the item must be returned due to customer-responsible access restrictions, the customer is responsible for the actual return transportation costs plus a 10% return fee based on the order value, subject to return eligibility requirements.
The 10% fee includes restocking, storage, and product depreciation costs.
White-Glove Delivery fees are non-refundable once the delivery team has arrived and begun providing the service if delivery cannot be completed due to customer-responsible access restrictions.
Additional actual repacking, storage, or special handling costs may apply where necessary. These customer-responsible charges do not apply when the failure results from a verified error by Carrowen or its authorized delivery provider.
Re-Delivery
If delivery cannot be completed but the customer wishes to arrange another delivery attempt, re-delivery may be available once the access issue has been resolved.
A new White-Glove Delivery fee will apply, and additional storage, transportation, or handling charges may also apply where applicable.
Damage or Delivery Error
Customer-responsible failed-delivery charges do not apply when delivery cannot be completed because of:
- A verified product defect
- Damage occurring during transportation under our responsibility
- An incorrect item delivered by Carrowen
- A verified error made by Carrowen or our authorized delivery provider
Customers should inspect the item upon delivery whenever reasonably possible and note any visible damage on the delivery receipt.
Please photograph any visible product or packaging damage and contact our customer care team promptly.
Need Assistance?
If you are unsure whether your furniture will fit through the delivery path or whether Standard White Glove or White Glove Plus is appropriate for your property, please contact us before ordering.
Email: support@carrowen.com Response Time: Within 1 business day (Monday–Friday).