SHIPPING & RETURNS FAQ
How does shipping work for O&G Studio furniture?
All O&G Studio furniture is made to order and ships from our Rhode Island Factory. Larger pieces ship blanket wrapped and fully assembled via specialized white-glove carriers. Smaller items, such as hardware and accents, ship via UPS or FedEx.
Is shipping included in the price?
Shipping costs are not included in the piece price, shipping costs for your order are included as a separate line item in your quote. For eCommerce purchases, shipping is calculated automatically at checkout.
When will my order ship?
Production lead times begin once we receive initial payment and final confirmation of all product details. Lead time reflects the time needed to make your piece, not shipping transit time. Shipping timelines vary by location and are estimates, not guarantees.
For current lead times, please contact us at info@oandgstudio.com.
Will I be contacted before white glove delivery?
Yes. Once your order has been picked up from our studio, the carrier will contact you directly to schedule a delivery window.
Do I need to be present for delivery?
Yes. You (or an authorized recipient) must be present during the scheduled delivery window to receive, unwrap, and inspect your item(s).
What should I do when my furniture is delivered?
Please fully unwrap and inspect your piece while the delivery team is present. Be sure to:
Confirm you received the correct item(s)
Check for any damage to the piece or packaging
If you notice anything, make sure it is noted on the delivery receipt and take photos.
What if my item arrives damaged?
All shipments are insured. If damage occurs during transit:
Note the issue on the delivery receipt
Take clear photos of the item and packaging
Contact O&G Studio within two (2) business days of delivery
Blanket-wrapped furniture must be inspected at delivery, including delivery to logistics centers and warehouses. Damage claims cannot be accepted after delivery for blanket-wrapped shipments, including damage noted on delivery to final destination which was not noted on initial receipt to a warehouse. For carton-shipped items (such as hardware or accents), concealed damage claims may be reported within 30 days of delivery.
Will you replace or repair damaged items?
If transit damage occurs and the inspection and documentation process is followed, we will repair or remake at O&G’s sole discretion. Manufacturing defects are addressed under our Warranty Policy.
What happens if I miss my delivery appointment?
If a delivery is missed, refused, or cannot be completed, any redelivery, storage, or return freight fees charged by the carrier are the responsibility of the client. Carrier storage fees may apply after 48 hours.
What if my furniture doesn’t fit?
It is the client’s responsibility to ensure items will fit through all entry points, including doorways, stairwells, elevators, and tight turns. Please measure carefully before ordering. If access constraints were not disclosed in advance and result in additional carrier fees or a failed delivery attempt, those costs are the responsibility of the client.
Do you deliver upstairs or into apartments?
Yes — as long as the item can be safely moved by hand through the building’s interior. Please notify us in advance of stairs, elevators, or any special access requirements.
Are returns or cancellations allowed?
All O&G Studio products are made to order and are final sale. We do not accept returns, exchanges, or refunds.
When does responsibility for the item transfer to me?
Responsibility transfers once the delivery has been accepted by the client or client assigned intermediate receiver.