Shipping Policy

Order Processing

Orders may be placed online through our shop 24-hours a day, or by calling toll free (888) 915-0125 between 7am - 7pm EST Monday through Friday or by sending an email to sales@keltur.com. Please do not include your credit card information in any email. A representative from Keltür will contact you via phone during our regular business hours for processing.

When an order is placed, it is instantly sent to our distribution warehouse for processing and shipping preparation. This means that unfortunately once an order is placed, we cannot alter or change it.

If your item is being delivered with an oversize or white glove service, please thoroughly inspect your item before signing for the delivery. Damages or defects or missing items must be noted on the receipt with the carrier. If the receipt from the carrier is signed and issues are not notated, Keltur is not responsible for any defects or damages found after delivery is completed.

Please note, furniture and items weighing over 40 lbs cannot be shipped to ALASKA and HAWAII without requesting a quotation in advance of ordering.

If an order is cancelled after the order has been shipped or processed, the customer is responsible for round trip shipping charges even if Keltür paid for the original shipment (i.e. Free Shipping).

What to Expect

Order ConfirmationWe know you’re excited about your new purchase, so we’ll send an email updating you on the delivery timeframes. If any items are not yet Ready to Deliver it will include a more precise estimate when they’ll arrive at our warehouse.

Preparing for Delivery You need to make sure any furniture you order will fit in your home, especially through doorways. As a customer, you are responsible for verifying that the room of your choice is suitable and cleared. If you purchased White Glove Delivery Service you must know that our delivery team cannot move or dispose any existing furniture in this space.

If you live in a high rise or condominium which requires a Certificate of Insurance, please contact us after placing your order.

Delivery Day

Receive your order and ensure all is as you expect and that you are completely satisfied.

Unless otherwise specified with “White Glove Service” on the product page, Keltür does not provide installation, assembly or physical delivery of furniture into residences or businesses.

White Glove Delivery

We also offer White Glove Delivery Service as an add-on option on our checkout page.

If White Glove Delivery is purchased, then our uniformed and professionally trained delivery team will do the following:

• We blanket wrap and shrink-wrap the order and load it onto one of our home delivery trucks.
• We call you 30 minutes before our arrival. Upon arrival, we perform a walk-through to assess where the product(s) needs to be placed
• We then bring the order to the room of choice and unpack the product(s)
• We will set up the order according to your wishes, including 30 minutes of assembly
• We always clean the area upon leaving so the you can enjoy your new purchase right away!
• Our delivery team is not permitted to install any electrical equipment or wall-mounted items.

Large Item Deliveries without White Glove Service

Certain items available on Keltür are required to be shipped via a 3rd party “freight” carrier, because they are too heavy or require special handling that standard delivery carriers are unable to manage.

If your purchase will be delivered via a 3rd Party service, you will be contacted by the delivery company via telephone, 30 minutes prior to the delivery, and discuss the details of your shipment. You will need to be present to sign for the item.

Unless otherwise specified on your order, all large order deliveries shipping via 3rd party carriers are brought to the curbside only.

Please let us know if you’d like to upgrade your delivery service. We can provide you a quote for your upgraded delivery service.

Please specify any special delivery instructions in the “Special Notes” area during checkout.

Insurance

All of Keltür shipment are insured against damage. Notify us immediately if you notice ANY damage to your package.

If you should discover a problem, bring it to the driver’s attention immediately. Visibly damaged packages should be refused.

Some damage may appear to be minimal on the box, however the inner contents of the package may be severely damaged. We advise you to open the boxes immediately to check the contents and then write a precise description of the damage BEFORE SIGNING.

To successfully expedite any damage claim, you must keep the original packing material that the item(s) arrived in and print the words, “Damaged Upon Arrival” next to where you sign for the merchandise.

Digital or traditional photographs can also be very helpful tools in assisting us to expedite a damage claim.