Shipping policy
Shipping & Delivery
Most QW furniture is handcrafted to order, so delivery works differently than a standard package. Typical build times run 6–16 weeks depending on the item and the customization selected. The estimated lead time for each item is shown on its product page, below the Add to Cart button. Build time estimates do not include delivery. Lead times are our best current estimates and are not guaranteed; holidays, custom modifications, material availability, and order volume can affect timing.
We deliver throughout the lower 48 United States. We do not ship internationally or to Alaska and Hawaii.
Delivery options
Delivery options and charges vary by product line, and the options available for a specific item are shown on its product page. For most handcrafted QW furniture:
- Free in-store pickup at our Rochester, MN store. We will coordinate a pickup time with you.
- Local in-home delivery — priced by location. A two-person team brings your furniture inside, places it in the appropriate room, and handles assembly and wrap removal.
- Curbside delivery — $199. Available throughout the lower 48. Your furniture is delivered to the first dry area, such as an entryway, garage, or covered porch. Room placement and assembly are not included.
- In-home delivery — $399. Available throughout the lower 48. Includes placement in the appropriate room, assembly, and wrap removal.
Some product lines ship differently. Smaller items, outdoor poly furniture, upholstery from certain makers, and mattresses may ship boxed by parcel or common carrier, may not offer in-home delivery, and may require customer assembly. Charges for those items may differ from those above, including free delivery on some products. Always refer to the item's product page.
Removal of existing furniture is not available with any delivery option.
How your furniture ships
Most QW furniture travels fully blanket-wrapped and padded rather than packed in cartons, so it is protected by experienced furniture handlers rather than cardboard. Blankets are removed at delivery. A smaller number of items ship boxed.
Once your furniture is completed, QW will provide an updated delivery timeframe. Long-distance orders are coordinated onto a delivery route serving your area; please allow approximately 2–4 additional weeks after completion, depending on your location and the route.
Preparing for delivery
Before delivery day, please confirm:
- Property access. Your location must be safely accessible by a pickup truck pulling an enclosed furniture trailer.
- Clear access. Driveways, walkways, entrances, and delivery paths must be clear of snow, ice, and obstacles.
- Furniture fit. It is the customer's responsibility to confirm the furniture will fit through the entire delivery pathway and into the intended room. Please measure doorways, hallways, stairways, elevators, and tight turns before ordering.
- Room readiness. For in-home delivery, have the intended room cleared before the team arrives.
- Building requirements. Arrange elevator reservations, loading access, and any required documentation in advance.
If your property has a narrow driveway, steep grade, restricted entrance, low clearance, difficult turnaround, or another unusual access condition, please contact QW before delivery.
Additional storage, transfer, redelivery, or other charges may apply if a delivery cannot be completed because the property is inaccessible or the customer is unable to accept the scheduled delivery.
Apartment and condo deliveries
If your building requires a Certificate of Insurance, proof of Workers' Compensation coverage, or other delivery documentation, please contact QW well before your scheduled delivery and provide an example of the required documentation. A $100 processing fee applies for each required piece of documentation.
Ferry access
Our delivery teams do not transport furniture by ferry. If your location requires ferry access, we may be able to deliver to a third-party local provider who completes the final portion of the delivery. Arrangements, coordination, and costs for ferry transportation and third-party delivery are the customer's responsibility.
Holding completed orders
If you are not ready to receive your furniture when it is completed, let us know. We can hold completed orders for up to 30 days. Storage beyond 30 days is subject to additional storage fees.
Inspection at delivery
It is your responsibility to inspect your furniture at delivery. If you notice visible shipping damage or another concern, tell the delivery driver and contact QW while the team is still present so we can document it. We may request photos to assess the issue.
Returns and refunds
Because our furniture is custom-built, a 30% restocking fee applies to all returns. Return requests must be made within 7 days of receiving your furniture. Original shipping and delivery charges are non-refundable, and customers are responsible for return transportation costs. Gift cards, stain samples, and mattresses cannot be returned.
Please contact QW before shipping furniture back. Approved returns should be sent to:
QW Furniture 1231 Hwy 52 North Rochester, MN 55901
Once we receive and inspect your return, we will notify you whether the refund is approved and issue any approved refund to the original payment method.
Orders may be changed or cancelled within 48 hours of placement at no charge. After 48 hours, a $100 change fee applies plus any stoppage fees for parts already ordered or cut, and cancellation requests may not be accepted; a 30% restocking fee may apply. See our Refund policy for full details.
Questions
If you have questions about access to your home, furniture dimensions, delivery services, or which option suits your order, please contact QW before ordering.