Frequently Asked Questions

Where do you ship?

We ship to the 48 contiguous United States and Ontario, Canada only. We do not ship to Alaska, Hawaii, or other international locations.

When do in-stock items ship?

In-stock items ship in 2–4 business days. Allow additional time for transit after shipment.

How long do custom orders take?

Custom orders are estimated to arrive in 10–12 weeks after design and order confirmation.

How are large items delivered?

Large or heavy items ship via freight truck with curbside delivery and lift-gate service (off the truck and to the ground only).
Inside delivery, unpacking, stair carry, and white glove service are not included and must be arranged separately by the customer.
The freight carrier will contact you to schedule delivery, typically the day prior.

How are smaller items delivered?

Smaller items may ship via standard ground delivery to your door within the contiguous U.S.
Ground shipments do not include delivery appointments. Customers are responsible for receiving deliveries. We are not responsible for lost or stolen packages after delivery.

Do freight deliveries require an appointment?

Yes. Freight deliveries require a scheduled appointment. If the carrier cannot reach you, storage/holding fees may apply.
If delivery is not scheduled or accepted within the carrier’s timeframe, the shipment may be returned. Customers are responsible for outbound, return, storage, and applicable restocking fees associated with missed or delayed deliveries.

What should I do if my order arrives damaged?

Before signing:

  • Inspect packaging for visible damage or missing items.
  • Note any issues on the delivery receipt, take photos, and accept delivery.

Report visible shipping damage or missing packages to Natura DesignWorks on the day of delivery.

After delivery:

  • Open and inspect all items within 7 days of delivery.
  • Report concealed damage or missing items as soon as discovered and no later than 7 days after delivery.
  • Do not discard packaging or pallets until any claim is resolved.

Failure to note visible damage or missing packages on the delivery receipt may void claims for those issues.

For full delivery and damage-reporting details, review our Shipping & Returns policy. To report an issue, contact us.

What happens if I refuse delivery or the shipment is undeliverable?

Refused, missed, or undeliverable shipments may incur outbound, return, redelivery, storage, and a 20% restocking fee.
If delivery is not completed within the carrier’s allowed timeframe, the order may be returned at the customer’s expense.

Can I change my delivery address after shipment?

Address changes requested after shipment require approval and may result in reconsignment/rerouting fees determined by the carrier.

Do you allow freight forwarding?

If you use a freight forwarder or third-party carrier, we are not responsible for loss or damage once the order is delivered to that party. Customers must inspect shipments at the forwarding location before onward transport.

What is your return policy?

Returns must be made within 30 days of delivery and require prior approval. Items must be unused, in their original condition, and returned in their original packaging with all original parts and accessories.
Returns may be subject to a 20% restocking fee. Customers are responsible for both outbound and return shipping costs, including the original outbound shipping cost.
For approved returns, Natura DesignWorks arranges the return shipment and charges the customer for the shipping cost. After your return has been inspected and approved, we issue your refund within 5 business days. Your bank or payment provider may require additional processing time.

Read our Shipping & Returns policy for complete details.

Are any items not eligible for return?

Yes. Custom-made, special-order, and certain drop-shipped items are not eligible for return.

For shipping damage or product defects, review our Shipping & Returns policy and Limited Warranty.

Do you accept returns from Canada or outside the contiguous U.S.?

No. Orders shipped outside the contiguous U.S., including Canada, are not eligible for return.

Do you offer exchanges?

Exchanges are not accepted

Can I cancel my order?

Orders may be canceled before processing. Once processed, a $25 cancellation fee may apply.
Orders already in transit are subject to the fee plus shipping costs.

Custom & Personalized Orders

Please visit our Trade & Custom page to learn more.

Can I request a size or finish that isn’t listed?

Yes. Submit our custom request form with the product or design, preferred dimensions, finish, delivery ZIP code and project timeline. We’ll review the request, confirm feasibility and provide a quote.

Is the furniture covered by a warranty?

Natura DesignWorks offers a one-year limited warranty against manufacturing defects under normal residential or light commercial use. Review our Limited Warranty for eligibility, coverage and exclusions.