Marcella Ottoman

SUTTER & VALE SHIPPING POLICY

Last Updated: August 1, 2026

This Shipping Policy describes how orders placed with Sutter & Vale are shipped and delivered. It forms part of our Terms of Service and should be read alongside our Returns, Refunds and Damages Policy.

1. Shipping Methods

We use a combination of:

Parcel carriers for smaller items such as lighting, art and décor

LTL freight carriers for heavier or larger items

White glove delivery services for oversized, heavy or delicate pieces

The shipping method for each item is determined by the manufacturer and the nature of the product.

2. Shipping Rates

All rates below apply within the contiguous United States. See Section 7 for other destinations.

Standard Delivery

$99 on orders under $1,500

Complimentary on orders of $1,500 or more

White Glove Delivery

$349 per delivery on orders under $2,500

Complimentary on orders of $2,500 or more

White Glove is selected at checkout and is not applied automatically. Shipping and delivery fees are not refundable.

3. Additional Service Fees

The following charges may apply. Where a charge is not calculated at checkout, we will confirm it with you in writing before it is incurred.

$199 for each additional White Glove delivery on an order that ships in more than one shipment. If a single White Glove fee was paid, it is applied to the first shipment; remaining shipments arrive under Standard Delivery unless additional service is purchased.

$175 for a missed or rescheduled delivery appointment.

$75 to change the delivery address after dispatch, subject to carrier availability and generally limited to a nearby address.

Remote area surcharges where the delivery address falls outside a carrier's standard service area. Quoted in advance.

Storage. If your order is ready and you are not yet able to receive it:

•A one week grace period applies from the date the shipment reaches our receiving facility or your local delivery agent.

•After the grace period, storage is billed at $200 per month for up to three items, with a one month minimum, and $200 for each additional month. Additional items are quoted separately.

•Storage is subject to availability and is generally limited to 60 days from your estimated ship date.

•Some facilities assess their own daily storage or detention fees. Any such charges passed on to us are the responsibility of the customer.

If you know in advance that you will need storage, contact support@sutterandvale.com before your order ships so we can arrange it.

4. Processing and Lead Times

Many Sutter & Vale products are made to order or ship directly from the manufacturer. Estimated lead times are shown on the product page. Lead times generally include:

•Production time, if applicable

•Processing and handoff to the carrier

•Transit time to your address

All lead times are estimates. Production delays, carrier delays, weather and other factors outside our control may affect delivery timing. White Glove orders are routed through a receiving facility for inspection and preparation before final delivery, which may add time to the schedule.

5. Delivery Appointments

For all freight shipments, whether Standard or White Glove:

•The delivery agent will contact you to schedule a delivery window.

•Windows are typically during normal business hours, Monday through Friday.

•An adult must be present to receive and sign for the shipment.

•Specific delivery times cannot be guaranteed and rush delivery cannot be requested.

Please make sure the delivery path is clear and accessible before your appointment. We reserve the right to reschedule a delivery, subject to the fee in Section 3, where the site has not been adequately prepared.

If your building requires a Certificate of Insurance, the carrier will provide one copy. Additional copies or building-specific documentation are the customer's responsibility.

If you miss a scheduled appointment or refuse a shipment without cause, rescheduling charges, storage fees or return shipping may apply and may be deducted from any refund.

6. Delivery Scope

Standard Delivery

•Parcel items ship via standard carriers to your address. Parcel carriers do not schedule appointments in advance.

•Freight items are delivered by appointment to the first dry, covered area of your home, such as a garage, entryway or covered porch. Your shipment is not left outdoors or at the curb.

•Items remain in their original packaging. Standard Delivery does not include unpacking, assembly or removal of packaging materials.

•Stair carries are not included with Standard Delivery.

•Please arrange assistance in advance to move and unpack freight items after delivery.

White Glove Delivery

White Glove orders are shipped first to a professional receiving facility. There the piece is removed from its crate or carton, fully inspected, and prepared for delivery. Any touch-up or correction is handled at the facility, before your delivery is scheduled, rather than in your home afterward. Your piece then travels to you blanket-wrapped rather than boxed, so no crates or cartons enter your home. Your delivery includes:

•Delivery to the room of your choice, including reasonable stair carries.

•Placement and light assembly where applicable, such as attaching legs or hardware.

•Removal of all blankets, wrapping and delivery materials.

•A final walkthrough with you before the crew leaves.

Not included with either service:

•Moving or removing existing furniture

•Structural modifications, electrical work or plumbing

•Wall or ceiling attachment of any kind, including wall units, mirrors, mantels and headboards requiring mounting

•Hardwiring or installation of lighting

Where installation of this kind is required, we recommend arranging a licensed professional in advance of your delivery.

Inspection and reporting, Standard Delivery. Inspect the shipment before signing, note any visible damage on the carrier's paperwork, and photograph the damage together with all four corners of the packaging and all shipping labels. Report the issue to claims@sutterandvale.com within 48 hours of delivery. Retain all original packaging until any claim is resolved.

Inspection and reporting, White Glove Delivery. Your piece has already been unpacked and inspected at our receiving facility, so please inspect the piece itself with the crew present before they leave. Note any concern on the delivery paperwork and photograph it at that time. Report the issue to claims@sutterandvale.com within 48 hours of delivery. The original manufacturer packaging is retained at the receiving facility for 48 hours following your delivery, so you are not required to keep packaging materials in your home in order to make a claim.

You are responsible for measuring doorways, hallways, elevators and stairways to confirm the product will fit. If an item cannot be delivered due to access limitations, outbound and return shipping charges plus applicable restocking fees may be deducted from any refund for eligible items.

7. Destinations We Serve

We currently ship to the 48 contiguous United States and the District of Columbia.

We do not offer checkout to Alaska, Hawaii, Puerto Rico, or other United States territories and military addresses, and we do not ship internationally. Delivery to these destinations may still be possible on a case-by-case basis and is quoted individually. Please contact support@sutterandvale.com before placing an order so we can confirm availability and provide a delivery quote.

Where such a shipment is arranged, any duties, taxes, port fees and additional handling charges are the responsibility of the customer unless explicitly stated in writing. We are unable to ship to P.O. boxes.

8. Risk of Loss

Risk of loss passes to you upon delivery of the products by the carrier, subject to the claims procedures described in the Returns, Refunds and Damages Policy. You are responsible for promptly inspecting shipments and following the reporting requirements described in Section 6 and in that policy.

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SUTTER & VALE RETURNS, REFUNDS AND DAMAGES POLICY

Last Updated: November 28, 2025

We curate luxury furniture and décor from premium manufacturers. Many items are custom or made to order. To keep pricing competitive and protect product quality, we maintain strict return and claims policies.

Read this carefully before purchasing.

1. Definitions

Special Order Item: Any item ordered from the manufacturer specifically for you, including made to order, custom finish, non stocked configurations and most case goods and upholstery.

In Stock Item: An item that is stocked and sold from existing inventory and not custom produced for your order.

Parcel Shipment: Smaller items shipped via standard carriers such as UPS or FedEx.

Freight Shipment: Larger or heavier items shipped on a pallet or via furniture carrier.

2. Special Orders and Final Sale

Most furniture and many lighting and art items sold through Sutter & Vale are special orders. For these products:

All special order sales are final.

Special order items cannot be cancelled once submitted to the manufacturer.

Special order items cannot be returned or exchanged except in cases of damage or defect reported under this Policy.

If you are uncertain whether an item is special order or in stock, contact us before purchasing.

3. Manufacturer Warranty Only

Sutter & Vale does not provide its own warranty.

Any warranty coverage on a product is provided solely by the manufacturer under that manufacturer’s warranty terms.

Sutter & Vale may assist you in submitting information to the manufacturer or arranging service, but the manufacturer determines whether a claim is approved and whether the remedy will be repair, replacement, part replacement or other action.

Manufacturer decisions are final within the scope of their warranties.

4. Damaged, Defective or Incorrect Items

We work with established carriers and manufacturers, but damage or defects can occur. The following rules apply to all damage, defect and incorrect item claims.

4.1 Inspection on Delivery

For all freight shipments that require a signature:

Inspect the outer packaging and, where possible, the product itself before signing.

If there is visible damage to the packaging or product, note “damaged” and describe the issue on the carrier’s paperwork or electronic device.

Take clear photos of:

The full product

Close-ups of damage

All sides of the packaging

Shipping labels and any visible dents, tears or punctures

For parcel shipments:

Open and inspect the item as soon as it arrives.

Keep all packaging until your claim is resolved.

4.2 Reporting Deadline

All damage, defect or incorrect item claims must be submitted within 48 hours of the item’s delivery, based on the carrier’s tracking information or delivery paperwork.

Claims reported after 48 hours will be denied.

4.3 Required Documentation

To start a claim, email claims@sutterandvale.com with:

Order number

Your name and contact information

Description of the issue

Photos as described above

For incorrect items, photos showing what you received and any labels or markings

We may request additional information if needed to evaluate the claim.

We cannot process damage claims without photos and original packaging.

4.4 Shipments Refused at Delivery

If a freight shipment appears significantly damaged:

Note the damage on the paperwork.

You may refuse delivery.

Contact claims@sutterandvale.com within 48 hours, with photos taken at the time of delivery.

If you refuse shipment without inspection or documentation, you may be responsible for re delivery or storage fees.

4.5 Use, Installation and Packaging

Damage claims will be denied if:

The item has been installed or used

The original packaging has been discarded or is not available

The damage arises from misuse, improper handling, improper installation or modification

Keep all packaging until the claim is resolved.

4.6 Remedies for Damage or Defect

Once we receive all required documentation, we work with the manufacturer and carrier to determine the appropriate remedy. Industry standard practice is:

Repair First:The manufacturer may send a technician or parts to repair the item back to factory standards.

Replacement When Not Repairable:If a qualified repair technician or the manufacturer determines that the item cannot be restored to factory standards, the item may be replaced with the same or substantially similar item.

Refund Only if Repair and Replacement Are Not Possible:Refunds are considered only when repair is not possible and a suitable replacement is unavailable.

Shipping fees are not refundable.

5. Returns for In Stock Items

We understand that sometimes an in stock item does not work out. For eligible in stock items:

Items must be unused, uninstalled, undamaged and in original packaging in condition fit for resale.

You must request a return within 7 days of delivery.

We must receive the item within 14 days of approving the return authorization.

5.1 Non Returnable Items

The following are not eligible for return:

Special order and made to order items

Custom fabrics, finishes or sizes

Upholstery and seating that has been sat on, used or unwrapped beyond inspection

Assembled, wired or installed items

Items that have been altered, modified, refinished or cut

Items without original packaging

Artwork and custom art

Any item marked Final Sale

International or non contiguous U.S. shipments if and where offered

5.2 Restocking Fee and Refund Amount

For approved returns of eligible in stock items:

Refunds are reduced by a 35 percent restocking fee.

Original shipping, freight and delivery fees are nonrefundable.

You are responsible for return shipping and any related costs unless we specify otherwise in writing.

Returns received damaged or not in resellable condition may be refused or subject to additional deductions at our discretion.

5.3 Return Authorization Process

To request a return:

Email support@sutterandvale.com with your order number, item SKU, reason for return and photos of the item and packaging.

If the item is eligible, we will issue a Return Authorization (“RA”) number and provide return instructions.

Ship the item using the method specified. The RA number must appear on the label or paperwork.

Once the item is received and inspected, we will process the refund to your original form of payment, less the restocking fee, shipping and any other applicable charges.

Items returned without an RA number, shipped outside the allowed timeframe or received without packaging may be refused and returned to you at your expense.

6. Color, Variation and Expectations

Due to differences in monitors, screens and natural materials:

Color variations between the online image and the physical product are expected and are not considered defects.

Natural materials such as wood, stone, metal and ceramic will have unique variations in grain, tone and texture. These are inherent characteristics, not damage.

These issues do not qualify for damage claims, returns or refunds.

7. Lost, Stolen or Misdelivered Packages

If the carrier marks an item as delivered but you cannot locate it:

Check with household members, neighbors and building management.

Verify the shipping address on your order confirmation.

Contact the carrier directly to open a trace or investigation.

If the carrier confirms delivery to the correct address, Sutter & Vale is not responsible for lost or stolen packages and will not issue refunds or replacements in such cases.

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