Shipping & Returns
Updated October 2026. This page summarizes how we deliver and accept returns. Our Terms & Conditions (sections 08 to 11 and 14) govern every order. Where the two differ, the Terms prevail.
Every piece we send leaves Burlington carefully wrapped, insured and tracked. Most of our rugs, furniture and objects are large, fragile or one of a kind, so we arrange each delivery for the piece and the home it is going to rather than charge a flat rate.
01 Delivery options & pricing
| Option | Best suited to | Price |
|---|---|---|
| Showroom collection | Any piece, collected by appointment at 423 Lakeside Avenue, Suite 100, Burlington, NC | Complimentary |
| Insured parcel delivery | Smaller rugs, pillows, textiles and objects that travel safely by insured courier | Typically 10–18% of merchandise value, quoted in writing before you are charged |
| Threshold delivery | Larger rugs and boxed furniture, delivered to your door, garage or receiving area | Typically 10–18% of merchandise value, quoted in writing before you are charged |
| White-glove delivery | Unpacking, placement in the room of your choice, assembly where quoted, and removal of packaging | Typically 10–18% of merchandise value, quoted in writing before you are charged |
| Trade & receiving-warehouse delivery | Design projects shipping to a receiver or installer | Quoted per project; freight terms stated on the invoice |
| International delivery | Destinations outside the United States | Quoted per order; duties, import taxes and customs clearance are additional |
Freight is quoted individually from the dimensions, weight, handling, destination and service level of your order. The 10–18% range is a general guide, not a fixed charge or a binding quotation. Your quotation or order acknowledgment states the exact delivery charge, and sales tax, insurance and installation are itemized when they apply.
02 Timing
In-stock pieces ship on the schedule confirmed when we accept your order. Made-to-order and bespoke pieces receive an estimated dispatch period specific to the piece and workshop, stated on your order acknowledgment. Estimated windows are not guaranteed delivery dates unless we expressly say so. If a material delay arises, we will tell you as soon as reasonably practicable and offer cancellation and refund options where the law requires.
With your consent we may split an order into more than one shipment. Any added freight for a split we initiate is disclosed before it is charged.
03 Access & additional services
Please confirm site measurements and access before delivery. Stairs, elevators, narrow doorways, lift-gate service, redelivery and special handling can add cost. Where these are reasonably foreseeable, we disclose the charge and ask for your approval first. Moving existing furniture, wall mounting and assembly are included only when quoted.
04 Risk of loss
For consumer orders delivered by a carrier we arrange, risk of loss passes to you when the piece is delivered to you or your designated recipient. For negotiated commercial freight, the invoice or shipping agreement states the agreed FOB point or Incoterm, who pays freight and insurance, and when risk transfers.
05 Receiving & inspection
At delivery, examine the packaging and the piece as far as circumstances allow, note any visible damage or shortage on the carrier’s receipt, keep the packaging and photograph the condition before installation or disposal.
Report visible freight damage or an incorrect item within five business days of delivery. Report concealed transit damage as promptly as possible after discovery, ideally within five business days. Email your order number, delivery date, photographs of the piece and packaging, and a short description to info@noaliving.com. We will arrange a fair remedy for damage or nonconforming goods, including repair, replacement, return or refund. These timeframes support carrier claims. They do not remove your statutory rights or valid claims for latent manufacturing defects.
06 Returns
Unused, unaltered in-stock retail pieces may be returned within 14 calendar days of delivery. To begin a return:
- Contact us for a return authorization before shipping anything back. Returns sent without authorization cannot be accepted.
- Return the piece in saleable condition, in its original protective packaging where reasonably possible.
- Arrange insured return transport. For change-of-mind returns, return shipping is your responsibility, and original delivery charges are not refunded except where the law requires. We can arrange collection on request and will quote the cost first.
No restocking fee applies to approved returns of ordinary in-stock retail merchandise. Approved commercial wholesale returns may carry a 25% restocking charge where it was disclosed and agreed at purchase, plus return freight. Returns caused by our error, covered damage or a valid nonconformity never carry a restocking fee, and we cover the return freight.
07 Pieces that cannot be returned
The following are generally excluded from discretionary returns: bespoke, made-to-order, customized, altered, installed or specially sourced pieces; antiques, ethnographic objects and one-of-a-kind art; and merchandise clearly identified as final sale or archive. This exclusion does not apply to defects, misdescription or rights the law provides.
08 Cancellations
An unshipped in-stock order may generally be cancelled before dispatch, subject to any disclosed, documented costs of special procurement. A bespoke commission can be cancelled before materials are committed or production begins. In that case we provide an accounting of documented design, material and committed costs and refund the uncommitted balance. Once production has begun, a bespoke commission cannot be cancelled without liability.
09 Refunds
We confirm every refund amount in writing. Refunds are made to the original payment method after the returned piece has been received and assessed. Where applicable law gives you an unconditional cancellation or refund right, that right prevails.
10 International orders
International orders are ordinarily paid in full before dispatch. Your quotation states the currency, shipping basis and insurance, and who is responsible for customs clearance, duties, import taxes and local compliance. Transit and customs times are estimates. Export documentation and cultural property rules may apply to certain antiques and ethnographic works, and we may decline destinations with legal, sanctions, insurance or shipping restrictions.
11 Contact
For delivery questions, damage reports and return authorizations, contact us.
NOA Living Showroom, 423 Lakeside Avenue, Suite 100, Burlington, NC 27217
Showroom 919-400-0772 / Mobile 919-264-7387