FAQs
We understand that choosing furniture for your home takes time and care. Our goal is to make the process simple and reassuring. Here you’ll find answers to some of our most common questions about orders, shipping, and materials.
If you don’t find what you’re looking for, please reach out — we’d love to help.
Shipping & Delivery
How much is shipping for my order?
Shipping costs are calculated based on the total weight of your order. If your items ship from multiple warehouses, separate shipments may be required. Simply add your desired products to the cart — the total shipping fee will be shown at checkout.
We offer standard Threshold Delivery service by default. If you’d like White Glove Delivery, an additional $90 fee applies.
If you have any questions about the shipping charge for your order, please reach out to us at hello@immiandco.com — our team will be happy to assist you in verifying your shipping details.
When will my order ship?
For our exclusive items, orders typically ship within 1–3 business days after confirmation. Most customers can expect to receive their orders within 5 business days after dispatch.
For other items that travel with freight carriers, each has its own unique lead time. Please refer to the respective product page. Please also note that all lead times are subject to change.
Preorder items are not yet in our warehouse. The availability dates shown are estimates and may change. Once the item arrives in stock, please allow additional processing time before shipment.
Please note that items ordered together may ship separately. Once your order ships, you’ll receive a shipping confirmation email with tracking details — be sure to check your spam or promotions folders if you don’t see it in your inbox.
We’re unable to modify shipping addresses once an order has shipped. If you have any questions about the lead time for a specific item, please contact us at hello@immiandco.com — our team will be happy to help.
What delivery service you could offer?
We offer two delivery options for large furniture pieces — Threshold Delivery and White Glove Delivery — available for selection at checkout. For either service, our delivery partner will contact you 1–3 days before delivery to schedule an appointment window that works for you.
Threshold Delivery
Available by appointment only and requires an adult signature. This service includes delivery of your furniture (still in its original packaging) to the first dry area inside your home, such as a garage or entryway, within two flights of stairs.
White Glove Delivery
Available by appointment only and requires an adult signature. This service includes unpacking and placement of your furniture in a room of your choice within two flights of stairs. The delivery team will provide up to 30 minutes of light assembly and remove all packaging materials before they leave. Please ensure that your space is clear and accessible prior to the delivery. The delivery team cannot move any existing furniture.
Important Notes
You must be present to sign for the delivery. Scheduling and accepting delivery within the carrier’s window is the customer’s responsibility — we’re unable to hold deliveries for extended periods.
Failure to schedule or accept a delivery may result in the shipment being returned to our warehouse and a 25% restocking fee being applied.
Can I change the delivery address for my order?
Orders can only be delivered to the address provided at checkout. If you entered an incorrect address, please contact us right away at hello@immiandco.com — we’ll do our best to assist before your order ships.
Once an order has shipped, we’re unable to make any address changes. Any additional costs resulting from a redelivery or address correction will be the responsibility of the customer.
What happens if I miss my delivery appointment?
If you missed your delivery appointment and need to reschedule your appointment, Contact Us at hello@immiandco.com as soon as possible.
Our delivery partners carefully plan optimized routes each day to ensure the best possible service, so missed appointments can cause significant disruptions. If a delivery attempt is missed, refused, or cannot be completed due to lack of access (for example, gate codes, narrow driveways, or no one present), a redelivery or rescheduling fee will apply. This fee typically starts at $195 or reflects the carrier’s actual charge, depending on the delivery location and carrier policy.
What if my order arrive damaged?
We take great care in packaging and handling your order, but occasionally damage can occur during transit. Please inspect all items carefully at the time of delivery. Any damage to the product must be noted on the carrier’s Proof of Delivery form before signing.
If your item arrives damaged, please note it on the delivery form and contact us within 48 hours of delivery at hello@immiandco.com. Include your order number and clear photos of both the damaged item and the packaging so our team can assist you promptly.
Please note that if we are not notified within 48 hours of delivery, we may be unable to file a claim with the carrier or offer a replacement.
Do you ship internationally, to Hawaii or Alaska?
At this time, we’re unable to ship internationally or to Hawaii and Alaska. However, we’re happy to review requests on a case-by-case basis.
Please contact us at hello@immiandco.com, and our team will do our best to explore a possible shipping solution for your location.
Orders
How can I track my order?
You’ll receive a shipping confirmation email with a tracking number as soon as your order ships. If your order includes multiple items, you’ll receive separate confirmations as each item is dispatched.
If you haven’t received your tracking information or are unable to track your order, please contact us at hello@immiandco.com — our team will be happy to assist.
Can I cancel or alter my order once I place it?
Changed your mind? No problem — as long as your order hasn’t entered the picking, packaging, or shipping phase, we’ll do our best to assist. Please contact us as soon as possible at hello@immiandco.com.
Please note that not receiving a shipping confirmation email does not necessarily mean your order can be canceled — some items require additional processing time before shipment. That said, our team will always do everything we can to accommodate your request for a cancellation or change.
Can you hold my order if I'm not ready to accept delivery?
Absolutely! Just reach out to us at hello@immiandco.com, and we’ll gladly arrange a dispatch date that works best for you.
Please contact us before your order ships to ensure we can accommodate your request. Once your order has been dispatched, we’re unable to delay or reroute delivery.
What if I ordered an item marked as backordered or preordered?
Please note that all backorder and preorder dates are subject to change. Delays may occur due to material shortages, production schedules, or other factors beyond our control.
We understand how frustrating delays can be and do our best to keep product pages updated with the most current estimated dates. If a backorder or preorder date changes after you’ve placed your order, we’ll notify you by email to confirm the new estimated timeframe. If it no longer works for you, we’re happy to cancel your order at that time.
If you have any questions about your order’s status, please contact us at hello@immiandco.com — our team will be glad to assist.
We truly appreciate your patience and understanding while we prepare your piece — we promise it’ll be worth the wait.
Returns
What is your return policy?
Your happiness means everything to us. That’s why we offer a 30-day return window from the date of delivery to ensure your piece is the perfect fit for your home. If it’s not quite right, we’ll gladly help you with a return.
Returned items must be in new, unused, and unwashed condition, showing no signs of wear, and must include all original packaging.
To initiate a return or if you have any questions, please contact our Customer Care team at hello@immiandco.com — we’re here to help.
Return Exceptions
- Items marked as Final Sale are not eligible for return.
- Made-to-order items cannot be returned.
- Marble and natural stone items are final sale due to their delicate nature and unique characteristics. Please note that variations in color, veining, edge, and texture are natural features of these materials — they are not considered defects and are therefore not eligible for return or exchange.
We stand behind the quality and craftsmanship of every piece we offer — and want you to feel completely confident shopping with us.
How much is return shipping?
Customers are responsible for all return shipping costs. Refunds are issued to the original form of payment, less the original shipping fee, return shipping fee, and a 25% restocking fee based on the product’s original, pre-discounted price. Orders that are cancelled in transit or refused at delivery due to non-damage reasons (including but not limited to size, color variation, etc.) are also subject to a 25% restocking fee.
All items must be returned in their original packaging. If the original packaging is unavailable, a repackaging fee will apply — $49 for Small Parcel deliveries and $99 for Freight deliveries.
Once your return is received, our team will inspect the item. If it’s in like-new condition, a refund will be processed minus any applicable repackaging, extended-area surcharges, upgraded delivery, and return shipping fees.
We handle every return with care to ensure a smooth, transparent, and worry-free process for our customers.
When will my refund be processed?
Once your return is received and inspected, your refund will be issued to your original payment method, typically within 10 business days. Processing times may vary depending on your bank or payment provider.
We’ll also notify you by email as soon as your refund has been processed.