Shipping & Returns
Do you ship to Hawaii and Alaska?
We do! However, free ground shipping to Alaska and Hawaii is not available at this time. All orders to these states are also final sale and international shipping rates may apply.
Shipping costs will automatically populate at checkout based on order weight, volume, and address. Please note that some large items may be ineligible for shipping to these locations. You can see a comprehensive list under “Do you ship internationally?”.
Do you ship internationally?
Yes. We currently offer FedEx International to Alaska, Hawaii, and Canada. Shipping costs automatically populate at checkout based on order weight, volume, and address.
However, these costs do not include additional customs or import duties, which may be incurred based on the final shipping destination. The Citizenry is not able to quote customs and/or duty fees as they vary by country. Fees are calculated based on the value of the order and are collected prior to delivery based on local regulations.
The following items aren’t eligible for international shipping:
Furniture, large mirrors and wall hangings, and rugs over 8 ft.
Any product that requires white glove delivery.
Reminder: international orders are final. Any order that ships over an ocean or border (Alaska, Hawaii, APO and FPO addresses) is considered international and is final sale.
When will I get my order?
If you select Ground shipping for in-stock orders, you’ll receive your order within 6 - 9 business days. If you select Expedited Fulfillment, you’ll receive your order within 3 - 5 business days. Please note that we don’t currently offer an overnight or two-day shipping option.
Occasionally there are delays in FedEx delivery service due to inclement weather. To see if your area has been impacted by local service disruptions, Fedex regularly updates delivery exceptions which can be found HERE.
Since all of our products are handmade in small batches, items may have a delayed shipping date. If your order contains products that aren’t ready to ship just yet, you can find the expected ship date on the product page, beneath the Add to Bag button. We’ll also remind you on the order confirmation page.
Trust us – it’ll be worth the wait.
How are large items delivered?
Some products, which are noted on the product page, can be shipped only by a team of white glove delivery professionals. Transporting each piece to a room of your choice, your dedicated team will unpack and assemble your item, removing any materials upon inspection and approval.
If your order contains one or more item that will ship via white glove delivery, these items will ship together & will be delivered separately from the remainder of your order. After your order is placed, you’ll receive notifications directly from our white glove partner, Metropolitan, to schedule and track your delivery. You can see more details under “How does white glove delivery work?”
Please note some large items are not eligible for international shipping and will be subject to final sale.
How does white glove delivery work?
WHITE GLOVE SHIPPING & DELIVERY INFORMATION
Some items, such as oversized furniture or heavy rugs, require extra care. These items will be transported by a dedicated team of professionals who will place your piece in the room of your choice, perform basic assembly, and remove all packing materials. Items covered by our White Glove Service are noted on our website as ‘White Glove Only’.
Please note that White Glove items will ship separately from non-White Glove items in your order.
UNLIMITED FLAT RATE SHIPPING
If your cart contains at least one White Glove item, a flat fee based on your order total will populate in your cart at checkout. You will not be charged separate shipping fees on any non-White Glove items in your order.
- White Glove Shipping for orders up to $3,500: $279
- White Glove Shipping for orders $3,500+: $379
FURNITURE MEASUREMENTS
Please measure in advance to ensure that your piece will fit through the necessary access points and inside your chosen room. If you need additional information on dimensions, our team is always happy to help.
SCHEDULING
In-stock White Glove items are expected to be delivered within 4-6 weeks for most residential areas. We will reach out to you within 48 business hours of your order being placed to discuss any additional details we may need to schedule your delivery. Deliveries to zip codes not serviced by our partner may incur an additional fee - we’ll contact you if this is the case.
We will share shipping updates regarding your White Glove order:
- Once your order has been fulfilled, we’ll send you an email letting you know it’s in transit. Any questions at this time can be directed to our team at ASSISTANT@THE-CITIZENRY.COM.
- A dedicated customer service representative from our White Glove partner, Metropolitan will reach out to propose an estimated delivery date. This will include a 4-hour delivery window, which you may accept or decline.
- If you decline the original proposal, a Metropolitan representative will reach out by text or telephone to review alternatives. This representative will also walk through every step of your delivery and identify your preferred methods of communication for future updates.
DAY OF DELIVERY
On the day of your delivery, a Metropolitan professional will call to confirm your appointment prior to arrival. Please note that changing or canceling your appointment within 24 hours will result in a $125 rescheduling fee.
As you prepare for the arrival of your new item(s), please be sure to:
- Clear and clean the space prior to delivery. Our delivery professionals are not permitted to move existing furniture, hang wall hangings, or install light fixtures.
- Protect anything that may be susceptible to damage such as floors, furniture, or entryways.
- Move pets to a separate room to keep them safe.
- Confirm that an adult will be present at delivery and available via phone for any delivery day communications.
Our team of White Glove professionals will deliver your products to the room of your choice, unpack and assemble them, and remove all packaging materials.
Please inspect your product carefully prior to approving and signing the Proof of Delivery. Refusing delivery (except in cases of clear damage or quality issues documented with the team during delivery) will result in a 15% restocking if the item is being returned. Please note White Glove shipping fees are non-refundable and all custom furniture orders are final sale.
Will I need to sign for my package?
FedEx requires a signature upon delivery for all orders over $500.
For the best experience, you can manage your delivery directly by signing up for FEDEX DELIVERY MANAGER.
Where's my package?
Take a look at the tracking information that was sent to you in your shipping confirmation. This email will be separate from your order confirmation, so be careful not to miss it!
The fastest way to get an update on your package, including estimated delivery date, is through FEDEX, using the tracking number provided.
Orders may encounter delays while in transit with the carrier. We are not responsible for those delays and if you have questions please reach out to FedEx. To see if your area has been impacted by local service disruptions, Fedex regularly updates delivery exceptions which can be found HERE.
Once your order has been placed, our team cannot make changes to the shipping address or delivery method. To change the address or delivery method of your package, please sign up for FEDEX DELIVERY MANAGER .
What if my package is lost in transit or not delivered?
Please reach out to ASSISTANT@THE-CITIZENRY.COM within 48 hours of receiving your delivery notification email to confirm your shipping address. We’re happy to take the next steps from there!
How can I get my order faster?
In-stock items will ship within 1-3 business days, however if you need your order in less than 5 days, please select Expedited Fulfillment at checkout.
Since all of our products are handmade in small batches, occasionally items have a delayed shipping date. You’ll see this on the product page and through checkout. Trust us, it’ll be worth the wait. You can expect an email with tracking information as soon as your item has shipped!
Can I cancel or change my order?
Once an order has been processed, we are not able to change or cancel your order. If you no longer need the items you purchased, you can start a return once they are delivered.
Returns for store credit and exchanges are completely free for most items. If you would like a refund in the original form of payment, some fees may apply. If you’d like to make a return, simply visit our RETURNS PORTAL within 30 days of receiving your order. You’ll need your order number and the zip code from your shipping address, which can be found in your order confirmation email. Once your return is authorized, you’ll be able to download your shipping label online or from an email confirmation that you’ll receive.
If your order includes one or more white glove items, a 15% re-stocking fee applies. Please reach out to ASSISTANT@THE-CITIZENRY.COM to initiate your return. Note that white glove delivery fees are non-refundable.
Can I change my shipping address?
Once an order has been processed, we are not able to change the shipping address on your order.
We recommend creating an account with FEDEX DELIVERY MANAGER where you can make changes to your shipping address, keep track of packages, arrange to pick them up, get delivery notifications, and more.