1. Overview

HULALA HOME offers multiple delivery options for furniture and oversized items, including Standard LTL Delivery and White Glove Delivery Service. Service availability depends on product type,inventory location, carrier capability, and ZIP Code coverage.

White Glove Delivery is designed to provide a more convenient and premium delivery experience for large furniture items. 

White Glove services may include: 
Delivery to Room of Choice 
Basic Assembly Service 
Product Placement 
Packaging Removal & Cleanup 
Not all products or ZIP Codes qualify for White Glove service. 

2. Delivery Appointment 

Once your order has shipped, the carrier or White Glove service provider will contact you to schedule a delivery appointment.

Please note: 
A delivery time window will be provided before delivery 
An adult (18+) must be present during delivery 
Missed appointments may result in re-delivery fees

• If delivery cannot be completed because the delivery location is not ready, access is unavailable, or no authorized person is present at the scheduled appointment, the delivery will be considered unsuccessful. A re-delivery service fee of $129 will apply for each additional delivery attempt.

Delivery timelines may be affected by weather, holidays, traffic, carrier scheduling, or remote-area limitations 
Some remote or restricted ZIP Codes may not support White Glove delivery. 

3. White Glove Cancellation Policy

You may cancel a White Glove appointment at least 24 hours before the scheduled time for a full refund of White Glove fees.

If canceled more than 24 hours before the appointment:

A reasonable cancellation fee of $159 applies(reflects carrier scheduling costs, not a penalty).

If the carrier has already dispatched or completed delivery, White Glove fees are non-refundable. Customer is responsible for actual rerouting or carrier fees.

If a scheduled delivery cannot be completed due to customer-related reasons after the carrier arrives at the delivery location, it will not be treated as a cancellation. Additional re-delivery and applicable storage fees may apply.

4. After Delivery & Returns

White Glove fees: Refundable only if the service was not performed. If completed, fees are non-refundable.

Return shipping and reverse logistics costs are the responsibility of the customer.

Returned items must remain unused and in resalable condition.

The following items are not eligible for return: 
Customer-damaged items 
Missing hardware or accessories 
Modified or installed products 
Customized or Final Sale items 

5. Damage Claims

Customers must inspect all items upon delivery.

If visible damage is found: 
Damage must be noted on the delivery receipt 
Clear photos must be provided, including: 
Outer packaging 
Shipping labels 
Damaged areas 
Claims and supporting photos must be submitted within 48 hours after delivery.

Failure to submit within the window may delay resolution but does not waive your legal rights under applicable law. 

6. Delivery Access Responsibility

HULALA HOME provides product dimensions on all product pages for your reference.
Before placing an order, customers are responsible for ensuring the item can fit through: 
Entry doors 
Hallways 
Staircases 
Elevators 
Apartment/building entrances

HULALA HOME and carriers are not liable for failed delivery due to:
Insufficient space or inaccessible routes
Building access restrictions unknown at the time of order
If delivery fails due to our error in providing incorrect dimensions, we will refund White Glove fees and cover reasonable re-delivery costs. 

If delivery cannot be completed due to customer-related reasons (including but not limited to inaccessible delivery locations, unfinished installation sites, unavailable recipients, or other circumstances beyond the carrier's control), the customer will be responsible for any additional costs incurred, including:

• A $129 re-delivery service fee for each additional delivery appointment;
• If complimentary storage has expired, storage fees may apply based on the product dimensions, package quantity, storage duration, and carrier requirements. The applicable charges will be communicated to the customer before re-delivery is arranged.

7. White Glove Service Exclusions

White Glove delivery does not include: 
Wall mounting or anchoring 
Removal of old furniture 
Electrical or lighting installation 
Door removal or structural modifications 
Drilling or wall attachment 
High-risk or extremely narrow staircase delivery 
Moving existing customer furniture 
Household trash removal 
Deep cleaning services 

8. ZIP Code Restrictions 

White Glove delivery is currently available only within the contiguous United States (excluding Alaska, Hawaii, Puerto Rico, and other non-mainland territories).

Service may be unavailable due to: 
Remote locations 
Carrier coverage limitations 
Safety concerns 
Building access restrictions 
Additional fees may apply for: 
Walk-up apartments without elevators 
Multi-floor stair delivery 
Remote-area delivery 
Oversized item handling 

9. Pre-Order ETA Disclaimer

Estimated arrival dates (ETA) for pre-order items are provided for reference only and may change due to: 
Manufacturing schedules 
Port congestion 
Weather conditions 
International shipping delays 
Carrier scheduling availability 
HULALA HOME is not liable for delays caused by factors beyond our control. 

10. Standard LTL vs White Glove

Standard LTL Delivery： 
Threshold / curbside delivery 
No assembly included 
No packaging removal 
Customer responsible for moving items indoors

White Glove Delivery： 
Indoor delivery 
Basic assembly 
Packaging cleanup 
Scheduled delivery appointment 
Actual services vary by product and ZIP Code availability. 

11. After-Sales Reporting Window

To ensure efficient after-sales support, customers should report the following issues within 48 hours after delivery: 
Shipping damage 
Missing parts 
Incorrect items 
Assembly-related issues 
Late reports may affect support eligibility. 

12. Contact Us

If you have any questions regarding shipping or White Glove delivery service, please contact the HULALA HOME Customer Support Team. 
Email:hello@hulalahome.com