WHAT'S INCLUDED
- Room-of-Choice Delivery
Delivery to your preferred room, subject to safe and reasonable access. - Professional Unboxing
Removal of protective cartons, wrapping, and packaging. - Standard Furniture Assembly
Basic assembly where required. - Placement
Positioning of the item in your preferred location. - Packaging Removal
Removal of delivery-related packaging after service.
White-Glove Delivery does not include hardwired lighting installation, wall mounting, mirror or artwork installation, moving existing furniture, structural modifications, hoisting, crane service, or other specialty installation work.
Hardwired lighting must be installed separately by a qualified electrician.
White-Glove Service Options
Standard White Glove
- Houses and townhomes
- Apartments and condos with suitable elevator access
- Deliveries requiring up to 2 flights of stairs
- Properties with standard building and delivery-truck access
White Glove Plus
- Delivery requires 3–5 flights of stairs without a usable elevator
- Your building requires special delivery arrangements, such as a COI, reserved freight elevator, loading dock, or restricted delivery hours
- A standard delivery truck cannot safely access the property or building entrance
- Furniture must be carried more than 150 ft from the unloading point to the building entrance
WHITE-GLOVE SERVICE RATES
White-Glove pricing is based on a billable item count determined by the weight of each item.
Billable Item Count
- Under 390 lbs
Counts as 1 billable item - 390 lbs and above
Counts as 2 billable items
The billable item counts for all items in the same order are combined to determine the final White-Glove service fee.
Standard White Glove
- First billable item: $300
- Each additional billable item: +$200
White Glove Plus
- First billable item: $500
- Each additional billable item: +$200
BEFORE DELIVERY
Customers are responsible for confirming that all purchased items can safely pass through the full delivery path and fit within the intended room.
Please check:
- Entrances and doorways
- Hallways and turning clearance
- Stairways and landings
- Elevator doors and interior dimensions
- Final room entrance
For apartments, condos, and managed buildings, please also confirm any COI, freight elevator, loading dock, delivery-hour, or building-approval requirements before delivery.
Please review our [Measurement Guide] before placing your order.
Delivery Access & Customer Responsibility
A delivery may be considered a customer-responsible failed delivery if the delivery team cannot safely complete the service because of:
- Insufficient doorway, hallway, stairway, elevator, or turning clearance
- The item not fitting inside or through an elevator
- A required COI or building approval not being arranged
- A freight elevator or loading dock not being reserved
- Inaccurate or incomplete delivery-access information
These situations are not considered product defects, shipping damage, or delivery errors.
An adult authorized to accept the delivery must also be present during the scheduled delivery appointment.
If Delivery Cannot Be Completed
If an item cannot be delivered, moved through the property, or placed in the intended room due to insufficient clearance, unsuitable access conditions, or incorrect customer measurements, the customer is responsible for the resulting delivery failure and associated costs. Creston Living is not responsible for such customer-related access limitations.
This applies to Standard Delivery and White-Glove Delivery, unless the issue is caused by an error by Creston Living or its authorized delivery provider.
If the customer requests a return under these circumstances:
- The customer is responsible for the actual return shipping costs.
- A 10% return fee based on the original order value will apply to eligible customer-responsible returns, in addition to actual return shipping costs.
- Creston Living will obtain the carrier's return shipping charges and provide the fee breakdown for customer review.
- Applicable charges will be deducted from the refund once the returned item has been received, inspected, and approved.
White-Glove Delivery fees are non-refundable once the delivery team has arrived and begun providing the service if delivery cannot be completed due to customer-responsible access restrictions.
Re-Delivery
If delivery cannot be completed but the customer wishes to arrange another delivery attempt, re-delivery may be available once the access issue has been resolved.
A new White-Glove Delivery fee will apply, and additional storage, transportation, or handling charges may also apply where applicable.
Damage or Delivery Error
Customer-responsible failed-delivery charges do not apply when delivery cannot be completed because of:
- A verified product defect
- Damage occurring during transportation under our responsibility
- An incorrect item delivered by Creston Living
- A verified error made by Creston Living or our authorized delivery provider
Customers should inspect the item upon delivery whenever reasonably possible and note any visible damage on the delivery receipt.
Please photograph any visible product or packaging damage and contact our customer care team promptly.
Delivery Access & Customer Responsibility
A delivery may be considered a customer-responsible failed delivery if the delivery team cannot safely complete the service because of:
- Insufficient doorway, hallway, stairway, elevator, or turning clearance
- The item not fitting inside or through an elevator
- A required COI or building approval not being arranged
- A freight elevator or loading dock not being reserved
- Inaccurate or incomplete delivery-access information
These situations are not considered product defects, shipping damage, or delivery errors.
An adult authorized to accept the delivery must also be present during the scheduled delivery appointment.
If Delivery Cannot Be Completed
If an item cannot be delivered, moved through the property, or placed in the intended room due to insufficient clearance, unsuitable access conditions, or incorrect customer measurements, the customer is responsible for the resulting delivery failure and associated costs. Creston Living is not responsible for such customer-related access limitations.
This applies to Standard Delivery and White-Glove Delivery, unless the issue is caused by an error by Creston Living or its authorized delivery provider.
If the customer requests a return under these circumstances:
- The customer is responsible for the actual return shipping costs.
- A 10% return fee based on the original order value will apply to eligible customer-responsible returns, in addition to actual return shipping costs.
- Creston Living will obtain the carrier's return shipping charges and provide the fee breakdown for customer review.
- Applicable charges will be deducted from the refund once the returned item has been received, inspected, and approved.
White-Glove Delivery fees are non-refundable once the delivery team has arrived and begun providing the service if delivery cannot be completed due to customer-responsible access restrictions.
Re-Delivery
If delivery cannot be completed but the customer wishes to arrange another delivery attempt, re-delivery may be available once the access issue has been resolved.
A new White-Glove Delivery fee will apply, and additional storage, transportation, or handling charges may also apply where applicable.
Damage or Delivery Error
Customer-responsible failed-delivery charges do not apply when delivery cannot be completed because of:
- A verified product defect
- Damage occurring during transportation under our responsibility
- An incorrect item delivered by Creston Living
- A verified error made by Creston Living or our authorized delivery provider
Customers should inspect the item upon delivery whenever reasonably possible and note any visible damage on the delivery receipt.
Please photograph any visible product or packaging damage and contact our customer care team promptly.
Important Booking Notice
White-Glove Delivery must be arranged and confirmed before your order ships. Once your order has shipped, this service cannot be added.
Please contact support@crestonliving.com before shipment to confirm service availability, pricing, and any special delivery requirements.
