Shipping & Delivery Policies

Free Shipping

We offer free shipping within the contiguous United States on orders with standard delivery, ensuring your furniture arrives via the fastest, safest, and most reliable method available.

White Glove Delivery Experience

We partner with white-glove delivery providers to offer this premium service, which includes delivery, on-site assembly, furniture placement, and removal of all packaging materials. Please note: White Glove Delivery does not include installing hanging systems for swings, fire burner kits for fire pit tables, or removing old furniture.

Fees

White Glove Delivery incurs an additional cost per order, not per item. Fees vary based on factors such as size, weight, quantity, and delivery location, which are calculated at checkout.

White Glove Delivery is included at no additional cost for PW Designer Series products.

Qualifying Orders and Products

Most POLYWOOD products are eligible for White Glove Delivery. Some exceptions may apply; eligibility is confirmed at checkout.

NOTES:

  • Available only for addresses in the contiguous U.S.

  • Please note any special delivery instructions or potential obstacles (stairs, service elevators, restricted access) in the “Shipment & Delivery Notes” box at checkout.

Learn more about White Glove Delivery.

Lead Times

Most products are made to order and may arrive in multiple shipments. Once part or all of your order ships, we’ll email tracking information. For orders containing items with varying lead times, the longest lead time will apply to the entire order.

NOTES:

  • Orders placed after 3pm ET may be processed the next business day.

  • For prepaid accounts, lead times begin once payment clears.

  • Lead times do not apply to orders of 50 or more of a single item. Before ordering, contact us via the Help Center or email professionaldesigners@polywood.com to confirm lead times.

Expected Delivery Dates

Orders ship from our facilities in Syracuse, Indiana, and Roxboro, North Carolina. Transit times within the U.S. are 2–7 days on average, depending on destination, order size, and weather. Larger orders may ship via LTL or full truckload.

Delayed Shipping Date Requests

If you cannot receive your shipment within a specific timeframe, provide your preferred date using the “Request Delayed Ship Date” box at checkout.

Shipment Notifications and Delivery

When your order ships, you’ll receive an email with tracking information. You can track your shipment online or by phone. Carriers typically contact you to schedule delivery.

  • Standard delivery: Includes placement at the curbside or loading dock; packaging and pallets are not removed.

  • White Glove Delivery: Includes on-site delivery, assembly, furniture placement, and packaging removal. Once the last-mile carrier receives the shipment, they will contact you to schedule a delivery appointment. Delaying your delivery for an extended period may result in carrier storage fees.

Freight Shipment and Delivery

For orders shipped via freight carrier:

  • Allow 1–3 business days for tracking to update.

  • Standard freight delivery: Curbside or dock delivery only; no furniture assembly or packaging removal included.

  • White Glove Delivery (freight): Includes furniture assembly, placement, and packaging removal.

  • Carriers will contact you to confirm your delivery appointment. Delays in arranging delivery may result in storage fees.

  • An adult (18+) must be present to sign the POD.

Delivery Inspection: Inspect your entire order at delivery. Note any damage, incorrect items, or packaging concerns on the Proof of Delivery (POD) before signing, then report issues immediately via the Help Center or email professionaldesigners@polywood.com. 

Learn more about replacing damaged or incorrect items.

Special Instructions: Include these in the “Shipment & Delivery Note” field at checkout. Requests are subject to driver discretion, and additional carrier fees may apply.

International Shipments

For delivery outside the contiguous U.S., email professionaldesigners@polywood.com with the shipping address and a list of products you’d like to purchase.

NOTES:

  • We cannot ship to P.O. boxes.

  • White Glove Delivery is unavailable for orders shipped outside the contiguous U.S.

Shipping Address Changes

Our ability to update the shipping address depends on the order’s tax status:

  • Taxable orders: Address changes are not permitted after purchase to comply with tax regulations and prevent fraud.

  • Non-taxable orders: If the order has not shipped, we can update the address.

If the address cannot be changed and the order has not shipped, we can assist with cancellation so you can place a new order with the correct address. New orders are subject to current lead times and pricing. Contact us via our Help Center or email us at professionaldesigners@polywood.com. 

NOTE: New orders will be subject to current lead times and pricing.