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FAQ

FAQ

Free Shipping and Delivery

What is free white glove delivery?

In addition to shipping your order to your address free of charge, we provide complimentary white glove delivery for orders containing a sofa, sectional, bed, standard-size chair, petite chair, dining table or set, two or more slipper chairs, or four or more dining chairs. With this service, the delivery team will carry your order into your home and up one flight of stairs*, unwrap, and assemble (when applicable). They will also clean up any packaging when they are done.

*Please note: deliveries including more than one flight of stairs will incur a charge of $25 (plus applicable taxes) per additional flight.

What is free threshold delivery?

In addition to shipping your order to your address free of charge, we provide complimentary threshold delivery for orders of one, two, or three dining chairs or one slipper chair. With this service, the delivery team will carry your order into your home and up one flight of stairs* for you to unwrap and assemble (when applicable). To upgrade from threshold delivery to white glove delivery, you may pay a fee of $50 during checkout. Or, you can add to your order so it includes four dining chairs, two slipper chairs, a sofa, sectional, standard-size chair, petite chair, ottoman, or dining table or set.

*Please note: deliveries including more than one flight of stairs will incur a charge of $25 (plus applicable taxes) per additional flight.

How long will it take to receive my order?

All items are made to order, meaning your piece is individually built for you after your order is placed. Pieces are typically delivered within 8 to 12 weeks. Learn more about our process.

Do you deliver during the evenings or on weekends?

The delivery team schedules deliveries during normal business hours on weekdays. Saturday or evening deliveries can be arranged, but there is an additional $100 charge. Please call us at 872-802-4119 to inquire or to set this up for your order.

How do I pick my delivery date?

When the local delivery agent receives your furniture, they will call you to schedule a four-hour delivery window. The driver will also call the day of delivery to alert you they are on their way.

How do I track my order?

You will receive email updates throughout the fulfillment process, including a tracking number once your order leaves our Los Angeles distribution center. Feel free to contact us at any point along the way. If you’ve registered on the site, you can also log in to receive the latest updates.

Do you ship outside the contiguous U.S.?

We do! We can coordinate shipping outside the 48 contiguous United States, including, but not limited to, Canada, Alaska, and Hawaii.

As much as we’d like to prevent it, please note that additional shipping and brokerage fees may apply (shipping and white glove delivery is free in the contiguous U. S.). As a result, orders shipped outside the contiguous U. S. are not eligible for returns except where damages or defects apply. In addition, it can take a few weeks longer for your order to arrive.

To learn more about shipping outside the contiguous U. S., please call us at 872-802-4119

What fees apply when shipping to Canada?

The additional flat rate cost to ship to the major metropolitan areas in Canada is $675. This includes customs, brokerage charges, and white glove delivery. Alternatively, if you would prefer it, we can coordinate delivery to your preferred freight forwarding service. Our complimentary white glove delivery does not apply in this case, and you will be responsible for paying for freight forwarding services.

If you live outside of the major metropolitan areas in Canada, we can coordinate delivery to your preferred freight forwarding service. Again, in this case, our complimentary white glove delivery does not apply and you will be responsible for paying for freight forwarding services.

Due to the customs and delivery charges, Canadian orders are not eligible for returns except where damages or defects apply. In addition, please note that it can take a few weeks longer for your order to arrive.

To learn more about shipping outside the contiguous U. S., please call us at 872-802-4119

What fees apply when shipping to Alaska or Hawaii?

To ship to Alaska or Hawaii, we will coordinate delivery to your preferred freight forwarding service. Our complimentary white glove delivery does not apply in this case, and you will be responsible for paying for freight forwarding services.

Due to additional delivery charges, orders being forwarded to Alaska or Hawaii are not eligible for returns except where damages or defects apply. In addition, please note that it can take a few weeks longer for your order to arrive.

To learn more about shipping outside the contiguous U. S., please call us at 872-802-4119

Quick Ship

Is there any way to get an order faster than 8 to 12 weeks?

We have some of our most popular combinations for sale on our Quick Ship page. While this option does not permit you to customize your piece, it does enable you to get it faster.

Furthermore, we have additional inventory only available through our Design Specialists.

Call us at 872-802-4119 or email at info@interiordefine.com to learn more about all of our Quick Ship options.

Returns

What is your policy for returns?

For more information - see our policies on our Shipping & Returns page here.

Exchanges

What is your policy for reorders and exchanges?

For more information - see our policies on our Shipping & Returns page here.

Swatches

Can I order a swatch?

We encourage you to order free swatches! To order please click here and select the swatches you would like to receive. We will mail them to you free of charge, typically within 5 business days. We offer swatches of all of our fabric and leather options.

You can also order swatches by clicking “Order Free Swatches” on each product page.

Why are certain fabrics available on some designs, but not others?

Most of our fabric options are available on all designs in our assortment. On a select few designs, we have limited the set of available fabrics based on our experience of the materials that wear best on the specific piece. With that said, if there is a fabric in our assortment that is not available on the sofa or chair you are considering, please give us a call and we will be happy to recommend an option.

Can I place an order for fabric only?

With the exception of our free swatches—which we're always happy to send to you—we don't offer our fabrics a la carte. We also aren't able to re-upholster your existing pieces of furniture. The best way to get our fabrics into your home? Order a new piece of upholstered Interior Define furniture.

Care & Construction

How do I care for my sofa, chair, bed, or dining table?

Click here to see our full Care & Characteristics guide.

How are your products made?

Click here to learn about the care that goes in to each of our products.

What does your 10-year warranty cover?

Interior Define guarantees that the frame and suspension system of its sofas, chairs, and beds will be free from manufacturer’s defects for up to 10 years. Interior Define also guarantees that the frame of its dining tables will be free from manufacturer’s defects for up to 10 years. This is applicable to the original owner and original delivery address only. This includes structural damages, but not damages from use. Modifications made to the structure by the customer, including installation of third party legs, waives this guarantee.

Buy Now, Decide Later

Our Buy Now, Decide Later option allows you to order the configuration of your choice while you wait for your fabric swatches to arrive. Simply select the blue "Decide Later" option in the fabric menu on the product page.

Please note that all items on your order must have a fabric and leg selection submitted in order for production to begin.

Customization

Can I reverse the direction of my sectional?

Yes! All sectionals can be reversed. In other words, a chaise or L piece can be built on the opposite side at no additional charge. On most products, this option is listed as a separate configuration in the “other configurations” section directly below the gallery of images of the main product. If the reverse configuration is not listed as an option, please contact us and we’ll be happy to help you complete your request.

Can I order a different size or color?

Absolutely! All products are available in different colors and (most) are available in custom dimensions or custom configurations. You can view customization options on the product page for each item. However, if you do not see the option you are looking for, please contact us.

To learn more about customizing products, simply call 872-802-4119. Our team members are excited to help you select the perfect piece.

Legs, Throw Pillows, & Ottomans

Can I return my extra set of legs?

Extra sets of legs are final sale.

Can I return my throw pillows?

Throw pillows can only be returned if you are also returning a custom sofa, sectional, chair, or bed. Otherwise, throw pillows are considered final sale.

Can I order just throw pillows?

Throw pillows cannot be purchased alone, but only in addition to a new sofa, chair, sectional, or bed order. Our goal is to offer handcrafted, custom pillows (and furniture) at competitive prices. In order to do this, we ship your pillows with your piece, reducing overall costs.

I purchased an I/D piece in the past—can I get throw pillows now?

Throw pillows can only be added to new orders. Again, this is to reduce shipping costs and keep prices low.

Can I order just an ottoman?

Yes, visit our ottoman category page here. In addition, all our chair and sofa products have the option to add a matching ottoman directly from the product page.

Pricing & Financing

Are Interior Define’s prices an indicator of lesser quality?

Absolutely not.

After carefully constructing, thoroughly inspecting, and meticulously packaging each product, we ship directly to you. Each piece is made-to-order, which eliminates expensive warehousing and product inventory costs.

In addition to direct sourcing, we maintain an efficient cost structure, with selective Guideshop locations that enable you to physically interact with our products and customization options.

This means we can deliver high-quality, customized pieces at exceptionally competitive prices. We back this up with a 100-day return policy. Please see our return policy here.

What is Bread Finance?

Interior Define has partnered with Bread to offer our customers a quick and easy way to apply for financing terms. With Bread, you can purchase the sofa you want today and pay for it over time. Learn more here.

Augmented Reality for Web

What is Web-Based Augmented Reality?

ID AR for Web allows you to place 3D objects in the real world. This means you can visualize our products in your space right from your iOS device’s Safari browser without having to download a separate app. When activated, the camera on your iPhone or iPad scans your floor and then places your chosen product in your room as if it were really there. You’ll be able to walk around it to see every detail from all angles.

How can I use ID AR for Web?

Simply visit one of the product pages via Safari on your Apple device (iPhone or iPad) running iOS 12. Tap the AR button labeled “3D Room View” to the top right of the main product image to start the experience. You’ll be able to view a 3D version of each product in any of our fabrics. Once you have placed a product in your space, share images with your friends and family.

Which products are currently viewable using ID AR for Web?

A select number of our products have been enabled for augmented reality. It is currently available on our Asher, Caitlin, Charly, and Sloan products.

Augmented Reality iOS App

What is the Interior Define App?

Like our AR for Web experience (info above), our augmented reality app for iOS allows you to see how our custom sofas, beds, and chairs will fit in your space. Imagine putting a virtual sofa in your room and walking around it to see every detail from all angles. The app also allows you to place multiple pieces in your room at the same time and change their fabrics in real time.

How can I get the Interior Define App?

Simply visit the App Store by clicking here.

What iPhone and iPad models do you support?

We currently offer our app for iPhone 6s and later, iPad Pro (9.7, 10.5 or 12.9) – both first-gen, 2nd-gen, and 3rd-gen and iPad (2017).

Why don’t you support Android?

Though we’re currently focused on creating and refining our AR app for iOS, Android will come soon. Stay tuned for updates.

Why do you need access to my camera?

Having access to your camera allows the app to render products in 3D in the space in front of you. If at any time you wish to remove access to your camera, go to Settings > Privacy > Camera > Interior Define and then switch the toggle back.

I'm scanning the floor but nothing is happening.

Make sure you’re in a well-lit and open area. Point your camera down at the floor and move it in a slow, circular motion. Sometimes there may be a delay while a rendering loads. To minimize this, ensure you have a stable WiFi or cellular connection. Also ensure your iOS and Interior Define app are up to date.

Why is my piece not sitting properly in my room?

AR technology scans your space and looks for flat surfaces. If your room is not well lit, or you scanned a flat surface that was not the floor itself, this could cause your piece to look like it is floating or not sitting correctly on the actual floor. If this is the case, navigate to the “Help (?)” menu and tap “re-scan.”

What’s the best way to view visualize fabric colors?

Fabric colors may vary based on your device and settings as well as the lighting in your home. To view the most accurate color, we encourage you to order our free fabric samples and view them in your home.

Why can’t I see more sizes or change legs?

We’re excited to offer the ability to visualize default-size products in our 75+ fabrics and leathers in this inaugural version of our AR app. We’re actively working on updates to include different size and leg options. Keep your app updated to ensure you’re enjoying the most current features.

Can I shop from the app?

Yes, you can buy items from your Wish List. Clicking “Buy” will take you to our website via an in-app browser, allowing you to complete the customization of your piece and check out.

I have a question not covered here.

We’re happy to help! Email us at info@interiordefine.com.

Trade Professionals

Do you offer any special options for the trade?

Click here to learn about our trade program.