SHIPPING PROCEDURES AND ORDERING GUIDELINES

Quick Access

1. Shipping Policy

A. Shipping Zones

ZONE A – States Include:

TX, AL, KY, FL, GA, NC, SC, CT, MD, TN, VA, MA, ME, VT, RI, OH, IN, IL, OK, PA, MS, LA, WV, NY, DE, NJ, DC, MI, AR

  • FREE SHIPPING on orders of $800 or more.
  • A shipping charge of $195 applies to orders under $800.

ZONE B – States Include:

IA, NE, WI, MI, KS, MO, MN

  • FREE SHIPPING on orders of $1200 or more.
  • A shipping charge of $225 applies to orders under $1200

ZONE C – States Include:

CA, CO, AZ, NM, WA, OR, ID, UT, NV, WY, ND, MT, SD

  • FREE SHIPPING on orders of $2000 or more.
  • A shipping charge of $325 applies to orders under $2000

B. Free Shipping

Certain products marked “This Item Ships Free” offer preset free shipping to all 48 contiguous U.S. states.

C. Shipping Outside the Contiguous U.S.

We provide shipping quotes for Hawaii, the Caribbean, Canada, and other countries through freight forwarders. Contact us for details.

2. Inaccessible or Remote Locations

For remote or inaccessible areas where shipping costs exceed standard rates (e.g., the upper northwestern states or barrier islands with ferry or bridge restrictions), additional shipping charges may apply. We reserve the right to request additional fees or cancel and refund the order. If you believe your location may fall under this category, please contact us at 1-888-265-4695 before placing your order.

Important: Shipping costs have significantly increased in recent years, which may affect certain deliveries.

call 1-888-265-4695

3. Delivery Schedules

We strive to accommodate specific delivery timelines; however, we have no control over the schedules of manufacturers or shipping companies. Once your order has been shipped or upholstered, cancellations due to delivery delays will not be accepted.

4. Shipping of Bedroom Furniture and Case Goods

Orders for bedroom furniture and case goods typically ship within a few days of purchase, whether placed online or by phone.

5. Shipping of Upholstered Furniture

For upholstered furniture that requires cushions (e.g., sofas, lounge chairs, dining sets), the production and shipping timeframe is generally 2 to 4 weeks. When placing an order, you may request fabric swatches by mail, and some manufacturers can also provide stain samples.

6. White Glove In-Home Delivery

white glove delivery

Our White Glove In-Home Delivery Service includes unwrapping, inspecting, and placing the furniture inside your home where you want it to go. The cost for this service is $285, available at checkout. This service is highly recommended, as it offers a much higher level of care and safety compared to standard curbside delivery, where your furniture is left wrapped and sitting on a pallet in your driveway.

For more information, visit our blog post on White Glove and Standard Delivery.

7. Florida Sales Tax

As a Florida-based company, we collect a 6.5% sales tax on orders placed online. Local county and municipal tax variations are not reflected in the initial checkout total; we will pay the difference if applicable. For phone orders, the exact sales tax for your location will be charged.

SEATA Sales Tax Disclaimer

If you reside in any of the SEATA member states (AL, AR, GA, KY, LA, MS, NC, SC, TN, VA, WV), your state may bill you for sales or use tax, including penalties and interest. You are responsible for paying these taxes voluntarily. American Rattan and Wicker will not collect or be held accountable for any sales tax, penalties, or interest.

8. Customer Support

Our team handles customer service issues promptly and professionally. We are committed to working with you to resolve any concerns. To assist us, please provide detailed information and photos when reporting issues. For support, use our support request form.

Note: Rattan furniture is a natural product made from natural Rattan vines, and may feature imperfections that adds to its rustic charm. Our indoor Rattan furniture is handcrafted in the Philippines, Indonesia, Malaysia, and Vietnam, with Indonesia being the most common country of source.

9. Manufacturer Warranty

We guarantee damage-free delivery. Beyond that, our manufacturers offer at least a one-year warranty covering breakage or cracking of wood or Rattan frames. For warranty claims, contact us or visit our support page.

10A. Shipping Overseas (Caribbean, Puerto Rico, Hawaii, Canada, and Other Countries)

We partner with multiple freight forwarders based in Miami/Ft Lauderdale to ship to Caribbean Islands, Puerto Rico, Hawaii, and other international destinations. For shipments overseas we guarantee a damage free delivery to the freight forwarder. Once the freight forwarder signs the bill of lading, all future damage or support issues are the responsibility of the freight forwarder. Any duties, taxes, and other customs related fees at distant ports are the customers responsibility. Damage claims are handled between the customer and the freight forwarder and we are here to assist with replacements as needed. Overall, its not a difficult process and we are actually quite expedient and experts in this area. Our experience with damages has been very minimal and everything goes very smoothly the vast majority of the time. The costs are more reasonable than what most people expect.

If you require a detailed quote, please email us with the items and your complete address at: sales@americanrattan.com.

Note: These terms apply whether you secure your own freight forwarder or use one of ours.

10B. Worldwide Shipping (Europe, Asia, Pacific, South America, and Beyond)

We now offer worldwide shipping! For orders outside the U.S., please email us at sales@americanrattan.com with the items you’re interested in and your delivery address. We’ll confirm inventory availability and provide a quote through one of our U.S.-based freight forwarders.

For more information, check out our trusted freight forwarders:

11. Returns and Refund

A. Return Material Authorization (RMA)

All returns must be authorized with an RMA and processed within 10 days of receipt. Returns are subject to approval by the manufacturer.

B. Incorrect Orders

If we shipped the wrong item, we’ll handle the exchange at no cost to you. Please be patient as we prepare a replacement and refunds or cancellations are not allowed while the exchange process is underway.

C. Customer-Initiated Returns

Returns due to a change of mind, comfort, wood imperfections, or computer monitor color discrepancies, will incur a 25% restocking fee, and you will be responsible for all shipping costs. Items cannot be returned if they have been in your possession for over 30 days.

D. Refund Processing

Refunds will be issued once the returned furniture has been received at our North Carolina showroom.

E. Showroom Orders

All showroom orders are final, with no returns or refunds allowed.

12. Cancellations and Custom Orders

A. Swatch Fees

A $50 handling fee will be deducted from your refund if we have sent fabric or stain swatches.

B. Cancelling Custom Orders

Custom orders that have entered production are subject to a 25% restocking fee. Orders cannot be cancelled after shipment.

C. Refused Deliveries

For any refused deliveries, a refund will be issued once the items are returned, minus shipping fees and applicable restocking fees.

13. Damage Resolution

If your furniture arrives damaged, please document the issue on the Bill of Lading (B/L) and, if necessary, refuse the delivery. We will either repair or replace damaged items at no cost to you, provided proper procedures are followed.

A. Minor Damages

Minor damages (scratches, chips, etc.) may be repaired by the delivery driver or by scheduling a repair through Furniture Medic.

B. Major or Concealed Damages

For more severe or concealed damages, please take digital photos and annotate the Bill of Lading. Replacements or repairs will be arranged.

Important: Refunds or cancellations are not permitted for damage cases, as we need time to resolve the issue.

white glove delivery 1

14. Order Cancellation by American Rattan

As the owners of this website, American Rattan reserves the right to cancel any order at our discretion. If we cancel an order, we will issue a full refund to the buyer for any payments made.

15. Disclaimer and Terms of Use Agreement – Privacy Policy

A. Acceptance of Terms

By using or purchasing through this website, you acknowledge that all information provided by American Rattan is published in good faith and intended for general informational purposes only. Most of our furniture products are shipped directly from our suppliers’ or manufacturers’ warehouses, with the exception of a few items from our showroom. Therefore, American Rattan does not guarantee the completeness, reliability, or accuracy of the information on this site, including product safety information. For verification of any specific product details, please contact us at: sales@americanrattan.com. We will coordinate with the manufacturer to provide you with the requested information.

B. Intellectual Property Rights

American Rattan owns the compilation of content displayed on this website. However, this does not imply ownership of each individual component. The content may be owned by American Rattan, used with permission from others (e.g., manufacturer product images), or may be in the public domain. If you have questions regarding the proper use of any content on this site, or wish to request permission to use it, please contact us at: content@americanrattan.com.

C. Dispute Resolution

At American Rattan, we are committed to resolving customer concerns quickly, fairly, and professionally. To start the resolution process, please submit the details of your issue via our support page. We aim to respond within 48 hours. If you do not receive a reply, please resend your email and follow up with a phone call to ensure we address your issue.

In the unlikely event that we are unable to resolve a dispute satisfactorily, the matter will proceed to arbitration through the Citizens Dispute Settlement Program (CDS), part of the 20th Judicial Court in Lee County, Ft. Myers, Florida. This program offers a free alternative to court, with mediators helping both parties reach a mutually beneficial resolution to the problem, including consumer/business disputes.

D. Privacy Policy

We respect your privacy and are committed to safeguarding your personal information. Our policy ensures that we do not share any customer information under any circumstances.

If you join our Wicker Club, we may send you occasional newsletters via email. Each newsletter will include a clear unsubscribe link, along with the email address you used to subscribe, so you can easily opt out at any time.

When you contact American Rattan and Wicker customer service, we use your name, email address, phone number, and order history to address your concerns promptly. We may follow up with you later to verify information or to ensure you had a satisfactory customer service experience.

How Secure is My Information?

We take your privacy and security seriously. We use Secure Sockets Layer (SSL 128-bit) encryption to protect your personal and credit card information during the checkout process. Additionally, we do not store your credit card information, ensuring that no one has access to your card details. We also do not require our customers to create an account, so we do not store personal information unnecessarily.

Quick Access

1. Shipping Policy

A. Shipping Zones

ZONE A – States Include:

TX, AL, KY, FL, GA, NC, SC, CT, MD, TN, VA, MA, ME, VT, RI, OH, IN, IL, OK, PA, MS, LA, WV, NY, DE, NJ, DC, MI, AR

  • Free shipping on orders of $800 or more.
  • A shipping charge of $195 applies to orders under $800.

Zone B – States Includes:

CA, CO, AZ, NM, WA, OR, ID, UT, NV, IA, NE, WI, MI, KS, MO, SD, WY, ND, MT, MN.

  • Free shipping on orders of $1,500 or more.
  • A shipping charge of $225 applies to orders under $1,500.

B. Free Shipping

Certain products marked “This Item Ships Free” offer preset free shipping to all 48 contiguous U.S. states.

C. Shipping Outside the Contiguous U.S.

We provide shipping quotes for Hawaii, the Caribbean, Canada, and other countries through freight forwarders. Contact us for details.

2. Inaccessible or Remote Locations

For remote or inaccessible areas where shipping costs exceed standard rates (e.g., the upper northwestern states or barrier islands with ferry or bridge restrictions), additional shipping charges may apply. We reserve the right to request additional fees or cancel and refund the order. If you believe your location may fall under this category, please contact us at 1-888-265-4695 before placing your order.

Important: Shipping costs have significantly increased in recent years, which may affect certain deliveries.

call 1-888-265-4695

3. Delivery Schedules

We strive to accommodate specific delivery timelines; however, we have no control over the schedules of manufacturers or shipping companies. Once your order has been shipped or upholstered, cancellations due to delivery delays will not be accepted.

4. Shipping of Bedroom Furniture and Case Goods

Orders for bedroom furniture and case goods typically ship within a few days of purchase, whether placed online or by phone.

5. Shipping of Upholstered Furniture

For upholstered furniture that requires cushions (e.g., sofas, lounge chairs, dining sets), the production and shipping timeframe is generally 2 to 4 weeks. When placing an order, you may request fabric swatches by mail, and some manufacturers can also provide stain samples.

6. White Glove In-Home Delivery

Our White Glove In-Home Delivery Service includes unwrapping, inspecting, and placing the furniture inside your home where you want it to go. The cost for this service is $285, available at checkout. This service is highly recommended, as it offers a much higher level of care and safety compared to standard curbside delivery, where your furniture is left wrapped and sitting on a pallet in your driveway.

For more information, visit our blog post on White Glove and Standard Delivery.

7. Florida Sales Tax

As a Florida-based company, we collect a 6.5% sales tax on orders placed online. Local county and municipal tax variations are not reflected in the initial checkout total; we will pay the difference if applicable. For phone orders, the exact sales tax for your location will be charged.

SEATA Sales Tax Disclaimer

If you reside in any of the SEATA member states (AL, AR, GA, KY, LA, MS, NC, SC, TN, VA, WV), your state may bill you for sales or use tax, including penalties and interest. You are responsible for paying these taxes voluntarily. American Rattan and Wicker will not collect or be held accountable for any sales tax, penalties, or interest.

8. Customer Support

Our team handles customer service issues promptly and professionally. We are committed to working with you to resolve any concerns. To assist us, please provide detailed information and photos when reporting issues. For support, use our support request form.

Note: Rattan furniture is a natural product made from natural Rattan vines, and may feature imperfections that adds to its rustic charm. Our indoor Rattan furniture is handcrafted in the Philippines, Indonesia, Malaysia, and Vietnam, with Indonesia being the most common country of source.

9. Manufacturer Warranty

We guarantee damage-free delivery. Beyond that, our manufacturers offer at least a one-year warranty covering breakage or cracking of wood or Rattan frames. For warranty claims, contact us or visit our support page.

10A. Shipping Overseas (Caribbean, Puerto Rico, Hawaii, Canada, and Other Countries)

We partner with multiple freight forwarders based in Miami/Ft Lauderdale to ship to Caribbean Islands, Puerto Rico, Hawaii, and other international destinations. For shipments overseas we guarantee a damage free delivery to the freight forwarder. Once the freight forwarder signs the bill of lading, all future damage or support issues are the responsibility of the freight forwarder. Any duties, taxes, and other customs related fees at distant ports are the customers responsibility. Damage claims are handled between the customer and the freight forwarder and we are here to assist with replacements as needed. Overall, its not a difficult process and we are actually quite expedient and experts in this area. Our experience with damages has been very minimal and everything goes very smoothly the vast majority of the time. The costs are more reasonable than what most people expect.

If you require a detailed quote, please email us with the items and your complete address at: sales@americanrattan.com.

Note: These terms apply whether you secure your own freight forwarder or use one of ours.

10B. Worldwide Shipping (Europe, Asia, Pacific, South America, and Beyond)

We now offer worldwide shipping! For orders outside the U.S., please email us at sales@americanrattan.com with the items you’re interested in and your delivery address. We’ll confirm inventory availability and provide a quote through one of our U.S.-based freight forwarders.

For more information, check out our trusted freight forwarders:

11. Returns and Refund

A. Return Material Authorization (RMA)

All returns must be authorized with an RMA and processed within 10 days of receipt. Returns are subject to approval by the manufacturer.

B. Incorrect Orders

If we shipped the wrong item, we’ll handle the exchange at no cost to you. Please be patient as we prepare a replacement and refunds or cancellations are not allowed while the exchange process is underway.

C. Customer-Initiated Returns

Returns due to a change of mind, comfort, wood imperfections, or computer monitor color discrepancies, will incur a 25% restocking fee, and you will be responsible for all shipping costs. Items cannot be returned if they have been in your possession for over 30 days.

D. Refund Processing

Refunds will be issued once the returned furniture has been received at our North Carolina showroom.

E. Showroom Orders

All showroom orders are final, with no returns or refunds allowed.

12. Cancellations and Custom Orders

A. Swatch Fees

A $50 handling fee will be deducted from your refund if we have sent fabric or stain swatches.

B. Cancelling Custom Orders

Custom orders that have entered production are subject to a 25% restocking fee. Orders cannot be cancelled after shipment.

C. Refused Deliveries

For any refused deliveries, a refund will be issued once the items are returned, minus shipping fees and applicable restocking fees.

13. Damage Resolution

If your furniture arrives damaged, please document the issue on the Bill of Lading (B/L) and, if necessary, refuse the delivery. We will either repair or replace damaged items at no cost to you, provided proper procedures are followed.

A. Minor Damages

Minor damages (scratches, chips, etc.) may be repaired by the delivery driver or by scheduling a repair through Furniture Medic.

B. Major or Concealed Damages

For more severe or concealed damages, please take digital photos and annotate the Bill of Lading. Replacements or repairs will be arranged.

Important: Refunds or cancellations are not permitted for damage cases, as we need time to resolve the issue.

white glove delivery 1

14. Order Cancellation by American Rattan

As the owners of this website, American Rattan reserves the right to cancel any order at our discretion. If we cancel an order, we will issue a full refund to the buyer for any payments made.

15. Disclaimer and Terms of Use Agreement – Privacy Policy

A. Acceptance of Terms

By using or purchasing through this website, you acknowledge that all information provided by American Rattan is published in good faith and intended for general informational purposes only. Most of our furniture products are shipped directly from our suppliers’ or manufacturers’ warehouses, with the exception of a few items from our showroom. Therefore, American Rattan does not guarantee the completeness, reliability, or accuracy of the information on this site, including product safety information. For verification of any specific product details, please contact us at: sales@americanrattan.com. We will coordinate with the manufacturer to provide you with the requested information.

B. Intellectual Property Rights

American Rattan owns the compilation of content displayed on this website. However, this does not imply ownership of each individual component. The content may be owned by American Rattan, used with permission from others (e.g., manufacturer product images), or may be in the public domain. If you have questions regarding the proper use of any content on this site, or wish to request permission to use it, please contact us at: content@americanrattan.com.

C. Dispute Resolution

At American Rattan, we are committed to resolving customer concerns quickly, fairly, and professionally. To start the resolution process, please submit the details of your issue via our support page. We aim to respond within 48 hours. If you do not receive a reply, please resend your email and follow up with a phone call to ensure we address your issue.

In the unlikely event that we are unable to resolve a dispute satisfactorily, the matter will proceed to arbitration through the Citizens Dispute Settlement Program (CDS), part of the 20th Judicial Court in Lee County, Ft. Myers, Florida. This program offers a free alternative to court, with mediators helping both parties reach a mutually beneficial resolution to the problem, including consumer/business disputes.

D. Privacy Policy

We respect your privacy and are committed to safeguarding your personal information. Our policy ensures that we do not share any customer information under any circumstances.

If you join our Wicker Club, we may send you occasional newsletters via email. Each newsletter will include a clear unsubscribe link, along with the email address you used to subscribe, so you can easily opt out at any time.

When you contact American Rattan and Wicker customer service, we use your name, email address, phone number, and order history to address your concerns promptly. We may follow up with you later to verify information or to ensure you had a satisfactory customer service experience.

How Secure is My Information?

We take your privacy and security seriously. We use Secure Sockets Layer (SSL 128-bit) encryption to protect your personal and credit card information during the checkout process. Additionally, we do not store your credit card information, ensuring that no one has access to your card details. We also do not require our customers to create an account, so we do not store personal information unnecessarily.