At Haiku Designs, 100% Customer Satisfaction is our priority. Our staff works exceptionally hard to ensure that every order arrives at your home in a timely manner and in perfect condition. Here at Haiku we feel passionately about providing our esteemed customers with the personal service only small guys are capable of. Please let us know how we can best serve you and make your shopping experience with us the best possible!
**Covid-19 Message: Due to lockdowns and labor restrictions put into action by federal and state governments for the health and safety of laborers, shipping lead times may be affected and delayed for a few weeks. We applaud our shipping partners and manufacturers for making their employees a priority, and ask for patience and understanding during this national emergency.
Step 1: Placing your order
When you place an order with Haiku, you have the opportunity to select between our delivery services. Just in case you didn't already know, all furniture items over $199 ship for free in the continental US! Our support team will review your order for any discrepancies and contact you when necessary to confirm your purchase. Next, we forward that information to the manufacturer to start construction on your exquisitely selected pieces.
Step 2: Order is Assembled
Most of our items ship within 1-2 weeks, however many of our items are made to order and artfully handcrafted. As a result, lead times may vary from piece to piece. It is during this waiting period that we encourage our customers to contact us with any changes to shipping or to notify us of any special instructions. Special requests after your item has been shipped may result in added charges.
Step 3: Order is ready to ship
Once your order is ready to be shipped, an email will be sent out to you containing important information and receiving instructions. The delivery concierge will also follow up with a phone call to ensure all the information in the email was understood and answer any questions you may have about your upcoming delivery. Please note, an adult (18+) must be present to sign for the delivery, and they should be aware of the delivery instructions.
Haiku Designs provides free standard shipping on all items; however, should you prefer expedited shipping or White Glove delivery please let us know and we will provide you a price estimate. For most of our products, standard shipping is freight, “Residential Front Door” delivery. For homes this means front door of your house, while for apartments this means first-floor apartment building entrance. White Glove delivery is a full-service, furniture delivery experience in which your pieces are placed in the room of your choosing, fully assembled, and the packaging is completely removed.
Step 4: In transit
Once your order arrives at the final delivery terminal, the specific carrier handing your item(s) will contact you directly to schedule residential delivery. If you have any specific instructions or delivery restrictions, please let the carrier know. The Shipping Email contains the necessary contact information. Please note, deliveries are made during regular business days/hours: Monday-Friday, 9am-5pm.
Step 5: Delivery!
Your new, beautiful pieces are arriving! For freight shipment orders, the items will be delivered at the “Residential Front Door”. If you require delivery beyond the threshold of your home you must notify us of these needs when the order is placed. We can arrange anything from bringing your items into the home, all the way to complete set up and removal of any refuse- aka White Glove delivery. Again, the shipment must be inspected and signed for, therefore an adult (18+) must be present to accept the shipment. Once you complete your inspection of the delivery, the shipper will ask you to sign the Proof of Delivery Receipt, and voila! The delivery is complete. Please be aware that all non white glove freight shipments come on a pallet that will not be removed upon delivery.
We are currently only shipping products to Canada. We are working hard to find a way to expand to more countries. Canadian customers should place the order and select the Canada shipping option. We will calculate the most economical shipping charges and your delivery concierge will reach out to you with options. With your approval, we will process the order and ship your furniture.
Returns, Damaged Shipment
We go to great lengths to ensure products arrive in perfect condition, but unfortunately sometimes dents or scratches occur. Inspect your delivery carefully for any missing items, dents, tears, or holes in the boxes. Note any and all imperfections on the Proof of Delivery Receipt and take pictures of the affected areas. Even with damages, it is important to accept the delivery, as refusing the shipment can result in redelivery charges.
Haiku Designs insures all shipments. For returns or replacements please email us about issues with your delivery, including pictures. Be sure to reference your invoice # in the subject line of the email. Our support staff will file, coordinate and replace all damaged pieces, provided that damage or missing items were notated on the Proof of Delivery Receipt. Be sure to contact us in a timely fashion- all claims must be made within 48 hours of receipt of the goods.