Top Frequently Asked Questions

How long will it take to receive my order?

Typically, orders are processed and shipped in one business day. We have west and east coast warehouses and typical delivery times for small parcel orders (FedEx) are delivered in 3-7 days and larger items that need to ship with specialized carriers and usually take 2-3 weeks.

Due to the impact of COVID-19, our industry is experiencing significant supply chain challenges and transportation delays. We are doing our best to project accurate shipping dates; however, please note that these could change. We apologize for any disappointment or inconvenience.

Do you have items in stock for immediate delivery?

Most items are in stock and ready to ship! Anything on backorder will be marked as such, with the next available ship date.

I haven't received my order within the estimated time frame, why?

Due to the impact of COVID-19, our industry is experiencing supply chain challenges and transportation delays. We are doing our best to project accurate shipping dates. However, please note these dates can change. Thank you for your understanding!

How will I know if my furniture will fit in my space?

All product measurements are provided, along with the required door width. If you are unsure, please contact us for assistance.

Do you make custom furniture?

All items are shown as is. Customization is not available at this time.

Where are your products made?

TOV products are designed in New York and crafted in our manufacturing facilities throughout India, Vietnam, and China. Attention to detail and quality is our priority, so our factories employ craftsmen of the highest level.

I am missing assembly instructions, how do I get them?

All assembly instructions are included with your piece. Please check all zippered pouches or compartments first. If you’re still unable to locate the instructions, please contact us for assistance.

What if I don't like what I ordered?

Please see our return policy.

I have a question that is unanswered here. Can you help?

Of course! Please contact us for assistance.

Ordering, Shipping & Delivery

How do I track my order?

You can log-in to your account to review your order and track shipping. You can also contact us directly for assistance.

What happens if I missed my delivery?

If you are not available to receive your order at the time of your scheduled delivery, redelivery charges will apply to have the order rescheduled. You will be contacted by a TOV Customer Service representative who will advise of the attempt fee charge and collect payment. The attempt fees will need to be paid within 72 hours of notice; otherwise, the order will be cancelled and returned back to our warehouse. Once the order has been returned to our warehouse and inspected, you will be refunded less the full shipping cost of the order (shipping cost to you and return shipping).

What if I need to change my delivery date?

If you are needing to reschedule your delivery, you can contact the carrier to schedule a new date. Note that all delivery updates/changes must be made PRIOR to the day of scheduled delivery. Any updates made to an order on the delivery day will have attempt fees applied to the order and must be paid before delivery can be made.

Note: The carrier can only hold orders for up to 14 days. If you are scheduling  delivery past this timeframe, then storage charges will apply.

What happens if I refuse delivery?

If you refuse a non-defective/non-damaged item, you will be responsible for the return shipping costs. When the item is received back at our warehouse and inspected, you will be refunded less the return shipping cost.

If you refuse a defective/damaged item, contact TOV customer service to
receive a claim form so we can further assist you.

I’m missing parts, what do I do?

Please check all zippered pouches or compartments. If you’re still unable to locate the parts, please contact us for further assistance.

I ordered multiple items, but they didn't all arrive together. Where are they?

Don’t worry, they’re on the way! We ship from multiple warehouses, so it’s likely that your items shipped from different locations. Also, in events when an item is on backorder we will ship the items that are available immediately and the out of stock ones will ship when they are available.

What do I do if my order arrives damaged or defective?

TOV takes great care in how we package our products to prevent transit related damages. However, on rare occasions, our beautiful pieces are handled too harshly, which can result in transit damage from occurring.

 If an item arrives damaged, all details of the damage must be noted on all copies of the BOL and Delivery Receipt, which you will be requested to sign at the time of your delivery. Do NOT sign a delivery receipt until you have inspected your order, even if you intend to store your furniture while you await the completion of a home improvement project, move, etc.We will need this for us to assist you with a return or replacement as shipping carriers have strict rules that apply to transit-related claims.TOV must be notified about all damages within 24 hours from the time of delivery.

By signing the delivery paperwork without noting a problem with your shipment, you will affirm your item was delivered to you with no damage or defect; thus the delivery company will decline any transit-related claims.

TOV does stock thousands of product parts and can promptly send you a spare part in the event of a minor transit issue that does not affect the entire product (ie, damaged leg, missing hardware etc).

To file a claim against a damaged delivery, or to request missing parts, please complete the form in the following link: TOV Claims Form

Will I receive multiple deliveries if I paid for white glove?

Please note that by selecting an upgraded delivery service, TOV will only arrange one single delivery once all the items on your order become available. We can arrange a second shipment at a cost. Please contact us if this is something you would like to do.

When will I be charged for my order?

Your card will be charged immediately upon placing your order.

If my items are on backorder, when will I be charged for my order?

Your card will be charged immediately upon placing your order, even if the items are on backorder.

Where do you ship?

We ship throughout the 48 continental states, except for PO Boxes and APO’s. We do not ship to Canada or Mexico.

How do I know when my order has shipped?

You will receive an e-mail notification with tracking information.

Does delivery include assembly/set-up?

For UPS, FedEx, and Threshold orders, set-up is not included. Set-up is included if you select to use a White Glove Delivery option (when available).

Will the delivery team take away my existing furniture?

Our delivery agents will not remove your existing furniture.

Do you deliver on weekends?

Saturday delivery options are available for UPS and FedEx, at additional cost. Threshold and White Glove Delivery may be requested through the carrier, but are not guaranteed.

What are the shipping and delivery options?

We offer ground services for smaller items, along with Threshold and White Glove delivery for larger oversized pieces.

How long does delivery take once my order has shipped?

Small Parcel items: Arrives by Standard Delivery. Delivery time: 5-7 days Threshold items: 1-2 weeks. White Glove items: Arrives by White Glove Home Delivery. Delivery time: 2-3 weeks.

Can I set a specific delivery date & time?

For Threshold and White Glove deliveries, the carriers will call to schedule an appointment date and time.

Will everything ship at the same time?

Ideally, yes, however, there are instances when we may ship your items separately. You will be notified prior to shipping and receive individual tracking information.

I can’t take delivery for a long time, should I still order now?

We typically process and ship orders in one business day. If you have a special request, please contact us for assistance.

How do I check the status of my order?

Your order status can be found under My Account.

Can I place the order over the phone?

Yes, sure! Feel free to contact one of our sales specialistsat 516-888-3355.

I need to change my order, can I still do that?

You may change or cancel your order anytime before your items ship. 

If you would like to make a change to your order, you must inform us as soon as you can by submitting a request. We strive to ship out orders as quickly as possible after they are placed, and that typically only leaves a small window for adjustments to be made. Please note that as a result of our rapid fulfillment times, not all order alteration/cancellation requests can be honored.

Please call us or email

What types of payment do you accept?

We accept all major credit/debit cards at this time. We will be launching a financing payment option in the near future.

Will I pay sales tax?

Sales tax charges are based on the zip code the items are shipped to.  We do not collect sales tax for states outside of Arizona, California, Florida, Georgia, Illinois, Massachusetts, Maryland, Michigan, New Jersey, New York, North Carolina, Ohio, & Texas; however, you may be responsible for reporting your purchase and paying sales tax directly to your state.

Returns & Warranty

I'd like to return an item, how do I do that?

If you are not satisfied with your purchase, you can contact us within 30 days of delivery to arrange a return. Please review our Return Policy here and contact us.

I need to cancel my order, what can I do?

You may cancel your order anytime before the items ship. Please contact us for assistance.

I haven’t received my refund, who do I contact?

Refunds are typically processed in 3-5 business days and can take your financial institution additional time to clear the funds in your account.

I requested a return/pick-up, but haven’t heard from the shipping company?

Typically, the freight carrier will contact you within 2 business days upon receiving your request. If you have not heard from them, please contact us for further assistance.

Do I need to keep my original packaging to return an item?

We request you keep your packaging for 30 days, in the event that you decide to return your item(s). All returns must be in the original packaging.

What does the warranty cover?

TOV offers a limited warranty against manufacturing defects. We also offer an accidental protection plan during check out. Click here for more information.

Designer & Trade Program

Do you offer a trade program?

Yes, we have a “To the Trade” program specifically designed for a select group of industry professionals. There is no cost to join the program!

Do you offer discounts to the trade?

We offer special pricing for verified industry professionals.

Is there a minimum order required?

No, there is no minimum order required.

Do you have a showroom?

TOV currently maintains a showroom and exhibits twice a year where we introduce many of our new products! Visit us at High Point Market during Spring and Fall.This trade shows are for industry professionals only.