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Frequently Asked Questions
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Where are you based?
We are based in Seattle, WA with offices nationwide. We distribute worldwide via FedEx, UPS, and First Class Priority Mail..
Will I receive an order confirmation?
Yes, As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.
How do I know if my items are in stock?
If the item shows it's available, it should be in stock.
What if the items I ordered are backordered or unavailable?
If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
When will my order ship?
Orders with in stock inventory will be fulfilled within 5-7 business days (excluding holidays). Larger freight items may take additional time. You will receive tracking as soon as it's been shipped.
How do I check the status of my order?
Please visit our "Track Your Order" page.
Can I modify or add items to an order that has been placed?
If we have not shipped your original order, please place an additional order so that we can combine both shipments.
Can I cancel my order?
We offer a 24-hour grace period for order cancellations as long as your order has not shipped.
How do I make a return?
If you are not completely satisfied with your purchase, we accept returns on select items within 14 days of receipt. Items must be postmarked by the 7th day to be eligible for a refund.
How do you handle damaged items?
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos hello@keltur.com and we will process an insurance claim on your behalf.
Will I receive all of the items on my order at the same time?
Depending on the items purchased and the delivery methods available for each item, your order could be delivered in multiple shipments. If any items delivered via White Glove Delivery Service are deferred, delivery will occur once all of the items become available and ready to ship.
Will my merchandise be assembled at the time of delivery?
Items sent via UPS, FED-EX, or as curbside drop-offs do not include assembly.
Furniture, larger décor, uniquely shaped items, and items that are too fragile to ship through Package Carrier Delivery will be delivered using our White Glove Delivery Service. Our professionally trained delivery team will unpack, inspect, assemble, and place your furniture in the room of your choice as well as remove all packaging and debris.
Please note: Our delivery team is not permitted to move or dispose of existing furniture or other items. Our delivery team is not permitted to install any electrical equipment or wall-mounted items.
Does someone need to be home to accept my delivery?
Yes. An individual 18 years or older, must be home to accept furniture delivery and inspect your order.
Do you offer trade discounts?
Yes! For more information on our trade program, see here.
Do you have a rewards program?
Yes, we do! Visit our Earn Rewards page for more details and information on joining.
How do I clean my items?
You can view our Furniture Care Guide here.