Help Center
Return & Exchange Policy
What is your return policy?
You have 100-days from the time of purchase to return or exchange a product for any reason.
Can I cancel an order?
We process and ship all orders as fast as possible. Please contact us as soon as possible with any issues.
If an order has not shipped, we can cancel it free of charge. If an order has already shipped, it must be returned following our normal return policy.
How do I start a return or exchange?
To start a return, please submit a return authorization request. You must get a return authorization prior to sending us your return product or it may be rejected without refund.
For exchanges, please submit a return authorization request and mark it as 'exchange' on the form.
What are the conditions of a return or exchange?
Products must be returned in new condition and in their original packaging.
Same applies for exchanges.
Are there any return or exchange fees?
A 20% restocking fee will be deducted from the refund amount for all returns, unless the product is being returned due to a defect in workmanship. The 20% restocking fee is waived if the product is being exchanged.
If a product is being returned or exchanged due to a defect in workmanship we will pay all shipping fees. If a product is being returned or exchanged due to change of heart (‘buyers remorse’) you will be responsible for the return and/or exchange shipping fees.
When do I get my money back?
Please allow up to 2 weeks for us to process and refund your amount and/or ship an exchange after we have received the returned product. All refunds can only be credited back to the original form of payment, or store credit (your choice).
Price Drop Promise Policy
What is your price drop promise policy?
If the price on a product you have purchased drops by more than $5 within 60 days, we’ll refund the difference less any bank processing fees.
What are the requirements?
The price of the purchased product must change by more than $5 in order to claim a difference refund.
Price change must be for the exact same product variant (same color, size, etc).
You have 60 days from the date of purchase to submit a claim for a price difference refund.
All clearance products or those otherwise stated are excluded.
How do I claim a price drop refund?
Price change refunds are not automatic. You must submit a price drop refund claim within 60 days of purchase.
Refunds will be credited back to the original form of payment, or as store credit (your choice).
Warranty Policy
What does your warranty cover?
We provide a one-year limited warranty on all products from the time of purchase, unless otherwise stated.
Residential:
Covers manufacturing defects in Era Lane products.
Commercial:
Covers metal or solid wood structural failures in products used lightly in coffee shops, hotels, offices, and similar settings.
How will issues be resolved?
Residential:
- For structural failures, replacement parts will be provided at no charge (lead time: 7-13 weeks).
- For soft parts (like threading, piping, buttons, rubber components, and parts with glue as adhesive), local repair charges may be reimbursed if:
- The repair quote is approved by Era Lane.
- Era Lane does not guarantee repair work and is not liable for unsatisfactory repairs.
Commercial:
- May involve shipping replacement parts, organizing repairs, or complete replacement (at our discretion).
- Replacement parts are free (lead time: 7-13 weeks). Customers are responsible for labor and shipping costs.
- Local repair reimbursement conditions apply as above.
What is not covered?
Residential:
This warranty does not cover marble, paint, leather, metal finish, fabric, fiberglass, foams, plywood, rugs, veneers, cushioning, and coating materials. Era lane products that are not explicitly specified suitable for outdoor use are not covered for damage or defect from outdoor use. Any problem that is caused by other abuse, misuse or an act of nature (such as wind, flood, freezing water – including splitting and breakage from water accumulation in tubing), animal damage, burn marks (including those resulting from sunlight passing through glass filled with liquid which can at certain times act as a magnifying lens), fading, staining and mildewing of fabrics, compression of cushion fillings/fiber, and failure to take reasonable care of the product including proper care and maintenance is neither covered. Consequential and incidental damages are not recoverable under this warranty. Coverage terminates if you sell or otherwise transfer the product. If the products are removed from the mainland US & Canada the warranty is considered void. There is no warranty on replacement products.
Commercial:
This warranty does not cover soft parts, marble, paint, leather, fabric, fiberglass, polypropylene, foams, plywood, veneers, and coating materials. Warranties are only valid when products are used for their intended purpose and exhibit normal use. Products are not covered by warranty if defect is from causes beyond normal wear and tear. Era Lane products that are not explicitly specified suitable for outdoor use are not covered for damage or defect from outdoor use. Any problem that is caused by other abuse, misuse or an act of God (such as a flood) is neither covered. Consequential and incidental damages are not recoverable under this warranty. Coverage terminates if you sell or otherwise transfer the product. There is no warranty on replacement products.
How do I submit a warranty claim?
You must submit a warranty claim for a covered reason within one-year of purchase. The claim may involve providing additional information, including images and a detailed description of the issue.
Shipping & Delivery Policy
Where do you ship from/to?
Products are shipped from our warehouses located in California or Asia.
Currently, we only deliver to the 48 contiguous states in the USA and do not offer international shipping.
What are your delivery options?
We offer both Standard and White Glove delivery options depending on the product.
Standard: products are delivered to your doorstep. For apartments, this may be the lobby.
Cost: Free
White Glove: products are delivered to your room of choice, unboxed, and assembled. Our delivery partner will contact you to schedule an appointment for delivery.
Cost: $199 - $299 depending on the number of items (unless otherwise stated).
How long does delivery take?
Cutoff Time: 9:00am PST, Mon - Fri
Order Processing Time: 1-3 business days
Delivery Time: 3-7 business days
Do you provide delivery tracking?
You will receive an email with delivery tracking information once your order has shipped.
Please note that White Glove delivery requires a scheduled appointment. Our delivery partner will contact you via email and/or phone to arrange this appointment.
What happens if there are issues with delivery?
Damaged Product upon Arrival
If your product arrives damaged, please contact us within 48 hours using the Warranty Claim form. Be sure to mention "delivery damage" in the additional details section. To expedite the process, include supporting information, such as photos of the damage. Once we confirm the damage, we will replace or fix the damaged product at no cost to you.
Property Damage from Delivery
Although rare, If the delivery company causes damage to your property during delivery, please report this immediately to them at the time of delivery and document the damage with photos. Property damage claims must be submitted directly with the delivery company. Additionally, contact us within 48 hours with all relevant details so we can help facilitate the process on our end.
Missed Delivery Appointments
For any missed delivery appointments due to customer unavailability, product size issues (e.g. not fitting doorway, etc), or other physical obstacles, a redelivery fee will be charged at the regular delivery rate. Please be sure to assess delivery conditions prior to purchase.