If we arrive at your location and aren't able to reach you OR are denied entrance to your building, our team will notify our dispatcher. We'll make good faith efforts to reach you - calling, texting, emailing, speaking with your doorman, etc.

If we're not able to reach a resolution within 20 minutes, our team will have to continue on with their deliveries and your delivery will have to be rescheduled for a later date. We'll take the item to our warehouse for storage.

If you're not available during your window or your building denies entrance during your window, we will charge a redelivery fee (equal to the cost of delivery originally). Because we'll need to pay our delivery teams twice as well as our warehouse staff for unexpected storage, we aren't able to waive this fee. However, if we're at fault for redelivery, no fee will apply.

Please make sure to check your building's hours for deliveries. If your building only allows delivery from 9AM - 5PM, a window of 3PM - 7PM will not work for you.