Shipping
Lead Times: It usually takes 14-21 days. All furniture frames are stocked in LA. We manufacture the cushions as soon as they are ordered to the individual spec of the customer. On occasion it can take longer i.e.: fabric choice is out of stock, item has recently run out of stock, time of season, and custom specification requests can cause unexpected delays. We will notify you if any delays occur.
Free White Glove Delivery for Southern California Customers: We offer complimentary white glove delivery for customers residing between Santa Barbara and San Diego, regardless of the order value! Our delivery team will handle the packing, placement, assembly, and debris removal of your order at no additional cost. Once production of your order is completed, customer service will reach out to you to schedule a delivery appointment that works for your schedule. The following counties are eligible for this complimentary service: Los Angeles, Orange, Ventura, San Diego, Santa Barbara, San Bernardino (select zip codes), and Riverside (select zip codes). If you’re unsure if your order qualifies, please contact customerservice@willowcreekllc.com or call 818-509-4175 for more information.
Carriers and Service Levels: All furniture orders are shipped by common carrier delivery. All weather Your shipment will be delivered by one of the following carriers based on your geographic location and products ordered: USPS, FedEx, UPS, Daylight Transport, Ward Trucking, Southeastern Freight Lines or one of their local delivery partners. We offer 3 levels of delivery service.
1) Standard Delivery (Cost-Free) Deliveries of furniture will be made to the curbside or end of driveway at your location.
2) White Glove Delivery Deliveries of furniture will be made with a 2-person team and liftgate. Team will deliver to the room of your choice which includes your patio, 2 flights of stairs, unpack/assemble merchandise and 30 mins onsite. All trash and debris will be removed. This service is complimentary to customers in the Southern California area and customers whose orders exceed $7500.00. For orders under $7500.00, this service will cost an additional $300.00. If you’d like to request white glove delivery, please contact customerservice@willowcreekllc.com after your order has been placed.
3) Pack and Parcel (Cost-Free) For smaller items such as accessories, benches, weather covers, care and maintenance items, etc., we offer package delivery service via USPS, UPS, or FedEx depending on your location and current shipment volumes.
Transit Times and Tracking: We ship from our warehouse in LA. S&H can take up to 10 days depending on where you are located in the country. Once items are shipped you will be emailed a notification with a tracking number and tracking link for your reference. Any questions can be directed to customerservice@willowcreekllc.com or traffic@willowcreekllc.com
Delivery Expectations: All items are delivered on wood pallets, banded and covered in shrink wrapping. All cushions are bagged, nested, and secured within the furniture. The carrier will call 24hrs before delivery to set up delivery appointment. The driver will arrive at your location in a large semi truck. You ordered furniture...it is big. The pallets can range from 4' to 9' depending on what was purchased. The pallet is not taken by the carrier at the time of delivery. It is the clients responsibility to dispose. PLEASE NOTE: Do not sign any driver paper work until you have inspected the shipment. You want to make sure no items are damaged before you sign. Most likely all is well and you can sign and release the driver. BUT, if damage is seen, you need to make notations on the bill of lading and take pictures. These steps are for your protection. Please contact us to discuss the option of replacement.