Shipping & Delivery Policy

Last Updated: 06/29/2026

At Norkaya (“we,” “our,” or “us”), we believe your new furniture should arrive safely and stress-free. We select the optimal delivery method based on the size, weight, and customization of your order. Available options and exact rates will display in your cart at checkout.

1. Delivery Options Overview

While basic delivery is free for most items, we offer premium service upgrades for your convenience. If your order contains multiple items, they may arrive in separate packages at different times.

⚠️ Service Upgrade Window: If you need to upgrade to White Glove Delivery or require a Certificate of Insurance (COI), you must contact customer service within 3 business days of receiving your shipping confirmation email. Upgrades cannot be guaranteed after this window.

Property Protection & Liability Limits

Our premium inside-home delivery options require external logistical care. Please note the following liability boundaries:

• Structural Fit Responsibility: It is your sole responsibility to ensure that the dimensions of the ordered items can successfully navigate all structural passages (doorways, elevators, stairwells, tight corners) leading into the final room placement. If a delivery must be aborted or turned away because the item cannot fit into your space, the order will be treated as an unauthorized refusal and subject to return freight fees plus our standard 20% restocking fee.
• Property Damage Indemnification: Customers must protect their flooring, walls, and personal valuables prior to the arrival of the delivery team. We rely on independent third-party freight carriers to perform inside-home delivery services and cannot be held liable for incidental property damage (e.g., scratched floors, scuffed walls, or damaged door frames) caused by delivery personnel. Any property damage claims must be filed directly by the customer with the designated freight carrier's insurance company.

2. Universal Warehouse Processing & Quality Inspections

The following processing timelines apply to all orders placed on our platform, including standard in-stock items, pre-orders, and custom pieces.

Standard Warehouse Processing Time

Please allow up to 1 week for warehouse processing, secure packing, and handling. This internal warehouse processing time is already factored into your estimated 1–3 week standard shipping lead time. You will receive an automated tracking email containing your courier links the moment your items leave our shipping dock.

Quality Inspections for Pre-Orders & Custom Pieces

When specialized pre-orders or custom furniture batches arrive at our domestic fulfillment centers, they must be unloaded, sorted, and run through a comprehensive manual quality control inspection to ensure structural integrity before final dispatch. This structural evaluation is completed entirely within the standard 1-week warehouse processing window noted above.

3. Delivery Guidelines & Sign-off Framework

To protect your consumer rights, you are required to inspect your items immediately upon arrival before the delivery team departs.

• Step 1: Inspect Before Signing: Open the outer packaging while the delivery personnel are present. Carefully check for visible damage, dents, scratches, or missing components.
• Step 2: Note Minor Damage (If Accepting): If you discover a cosmetic defect but wish to keep the item, you must write the exact damage details on the Bill of Lading (BOL / Delivery Receipt) before signing (e.g., "Box torn, scratch on left leg"). Take clear photos immediately. This documentation is required to process any post-delivery compensation or replacement parts.
• Step 3: Refuse Severe Damage: If the furniture is heavily damaged or unusable, refuse the delivery entirely. Note the damage on the receipt, turn the shipment away, and contact us immediately so we can dispatch a replacement.

4. Apartment Deliveries & Certificates of Insurance (COI)

If your building or property management office requires a Certificate of Insurance (COI) prior to delivery:

1. Contact your property manager to obtain their specific COI requirements.
2. Email the requirements to support@norkaya.com at least 3 business days before your delivery date to allow for processing.
3. Any carrier-issued COI administrative fees are the sole responsibility of the customer.

5. Pre-Orders and Custom/Made-to-Order Lead Times

Custom or bespoke products are built to your specifications. Full payment is captured automatically at checkout for all custom items.

Administration & Cancellation

• A non-refundable $395USD / $300CAD administration fee applies to all orders containing custom or made-to-order products.
• Once manufacturing and production commence, all production costs are permanently incurred; therefore, custom orders cannot be canceled, refunded, or returned due to buyer's remorse.
• Modification requests made after submission are not guaranteed and may incur additional production fees.

Production & Delivery Windows

Because of seasonal manufacturing volumes, the following dynamic lead times and cancellation thresholds apply to all customized orders:

• Orders Placed On or After Feb 26, 2026: Estimated production lead time returns to 14–20 weeks. You are eligible for a cancellation and refund if your lead time exceeds 26 weeks.

Supply Chain Disclaimer

All listed production and shipping windows are good-faith estimates based on current logistics data. While we make every effort to hit these targets, global supply chains, port backlogs, customs inspections, and manufacturing volume variations may introduce unpredictable delays. We are not liable for delayed arrivals, and estimated logistics delays do not entitle customers to compensation or standard cancellations outside the explicit thresholds outlined above.

6. Delays, Storage Fees, and Abandonment

If you need to change your delivery schedule, you must notify us before your items leave our fulfillment facility. Unpaid invoices or outstanding fees will be automatically charged to your authorized credit card on file.

Delays Requested Before Your Order Ships

We can hold your order at our primary warehouse free of charge for up to 60 days. After this initial free period, a monthly storage fee equal to 5% of the total product value will be automatically applied to your account.

Delays & Delivery Failures After Your Order Ships

If an order cannot be delivered due to customer unavailability, incorrect shipping addresses, or failure to schedule a window with the carrier, items will be moved to a regional depot.

• First 7-Days: Storage at the regional depot is free of charge.
• Days 7–14: Storage can be extended for an additional 14 days for a fee equal to 10% of the total order value.
• Forfeiture & Abandonment: If you are unreachable via phone or email, or are unable or unwilling to accept delivery after 15 days of continuous outreach attempts, you forfeit your non-refundable custom deposit. For standard orders, we will automatically process a return, recall the shipment, and issue a refund minus a 20% restocking fee and all applicable return freight charges.
• Late Rescheduling / Redelivery: Any changes to a confirmed, scheduled delivery date must be requested at least 3 business days prior to the delivery window. Requests made inside this 3-day window are subject to a $100 redelivery fee plus applicable taxes.

Address Changes in Transit

For security, merchant protection, and fraud prevention, we cannot permanently change the delivery address of an order once it has departed our warehouse. Any address updates requested while the shipment is in transit will be rejected, or if permitted by the carrier, will incur a mandatory re-routing fee passed on directly from the logistics provider, subject to customer payment before final delivery.

7. Shipping Scope & Limitations

Warehouse Operating Hours

Our fulfillment facilities operate during the following windows:

• Monday to Friday: 8:00 AM to 4:00 PM
• Saturday: 8:00 AM to 12:00 PM
• Our warehouses are closed on Sundays. Orders placed on Sunday for in-stock items will begin processing and shipping sequentially on the following business day (Monday).

Geographic Boundaries

We deliver to all residential addresses within the continental United States across the following 48 states:

Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, and Wyoming.

• Exclusion Zones: We are currently unable to ship to Alaska, Hawaii, Puerto Rico, the U.S. Virgin Islands, international destinations, PO Boxes, or military/Parcel Lockers.
• We reserve the right to decline or cancel delivery configurations to specific locations deemed by our freight partners to be entirely inaccessible or at a disproportionately high risk of cargo damage.

8. Contact & Support Escalations

If you need to delay a shipment, adjust an address, or report an active transit issue, reach out directly to our Client Services team:

• Brand Support Email: hello@norkaya.com
• Toll-Free Client Phone: