Shipping policy
Arrival Damage, Missing Parts, or Wrong Items
Customers should inspect the product and packaging promptly after delivery. If your product arrives damaged, incomplete, or different from what you ordered, you must contact Monster&C within 21 calendar days of delivery.
• To help Monster&C resolve delivery-related issues and preserve any available carrier claim rights, we strongly recommend reporting visible damage, packaging damage, or suspected concealed damage as soon as possible after delivery.
• Please include your order number, proof of purchase, a description of the issue, photos of the product, photos of the packaging, and photos of any damaged, incorrect, or missing components.
• Claims reported after 21 calendar days may be denied or treated as a standard return, unless otherwise required by law or approved by Monster&C.
• Depending on the issue, Monster&C may provide replacement parts, repair support, an exchange, a refund, or another reasonable remedy at its discretion.
• Please do not discard the product, packaging, damaged parts, or shipping materials before the issue is resolved. Monster&C may need photos or return of the affected item to process the claim.
Delivery Delays
Monster&C will make reasonable efforts to provide accurate estimated shipping and delivery timelines. However, furniture production and delivery may be affected by carrier delays, supply chain issues, weather, customs, port delays, address issues, customer scheduling delays, or other events outside Monster&C’s control.
• If Monster&C cannot ship within the stated time frame, Monster&C will notify you as required by applicable law and provide available options, which may include agreeing to a revised shipment date or canceling the unshipped order for a refund.
• Estimated delivery dates are estimates, not guarantees, unless expressly stated otherwise in writing.
Curbside Delivery as Standard Delivery Service
Unless otherwise stated at checkout, on the product page, in the order confirmation, or approved in writing by Monster&C, standard delivery is curbside delivery only. Curbside delivery means delivery to the curb, driveway, loading area, building entrance, or other first accessible outdoor or ground-level location at the delivery address, as determined by the carrier based on site conditions.
• Standard curbside delivery does not include delivery inside the home, apartment, office, or building; room-of-choice placement; stair carry; elevator coordination; unpacking; assembly; packaging removal; old furniture removal; or disposal unless such services are expressly purchased or approved in writing by Monster&C.
• Monster&C may, at its discretion, offer, arrange, or make available upgraded delivery services, such as threshold delivery, front-door delivery, room-of-choice delivery, white-glove delivery, assembly, packaging removal, or other delivery-related services. Any upgraded delivery service must be expressly stated at checkout, on the product page, in the invoice or order confirmation, or approved in writing by Monster&C.
• Upgraded delivery services may be subject to additional fees, carrier availability, geographic limits, appointment availability, building access requirements, elevator or stair restrictions, safety conditions, and other site conditions.
• If an upgraded delivery service is unavailable, unsafe, impossible to complete, or cannot be completed due to customer-related reasons, Monster&C or its carrier may complete curbside delivery, reschedule delivery, or return the shipment, and additional storage, redelivery, return freight, handling, cancellation, or service fees may apply.
Failed Delivery, Storage, Redelivery, and “Will It Fit” Responsibility
The customer is responsible for providing accurate delivery information and ensuring that the delivery location is accessible. The customer is also responsible for measuring doorways, hallways, stairways, elevators, entry points, and room access before ordering.
Additional fees may apply if delivery fails because of incorrect or incomplete address, customer unavailability, missed delivery appointment, building access restrictions, no elevator or insufficient stairway access, unsafe delivery conditions, refusal of delivery without approved reason, or the product not fitting through doors, hallways, elevators, stairways, or entry points.
If delivery cannot be completed because the product does not fit through the customer’s space, the order will be treated as a standard return. Original shipping, delivery, freight, or service fees will not be refunded, and return freight plus the standard 25% return handling fee may be deducted from the refund. Storage, redelivery, return freight, or cancellation fees may apply if a product cannot be delivered for customer-related reasons.