F.A.Q

Due to COVID-19 there may be delays in order processing and shipping. While we are working to get orders out as quickly as possible.

Forom ships to the mainland USA & Canada (For Canada: please request a shipping quote before placing your order, we will provide a custom quote)

Due to the current pandemic carrier shipping constraints, we’re facing extended shipping timelines on many items of up to 5-14 business days

In some cases, there will be a delay from when your shipping label is created, and when FedEx actually picks up the item from our warehouse.

Some items are subject to further processing lead times, please refer to the individual product pages for the most up-to-date information or ideally ask us. 

We are currently experiencing a very high influx of orders and inquiries and it may take us longer than usual to confirm each product availability and ship the orders, please allow us 48hrs to confirm that all your order items are in stock. Some items might only become available in a few weeks/months, we will inform you as soon as we can. The supply chain has been critically disturbed during the pandemic and a lot of items are currently back-ordered; this is why we strongly recommend our customers to contact us before placing an order.

After your order is processed, you will receive an email containing a tracking number and confirming that your package is being sent and pick up by the carrier within 48-72hrs handling time.

IMPORTANT: Some carrier companies automatically generate an inaccurate estimated delivery date when the label is created. The packages are picked up from our warehouse within 48hrs-72hrs and the actual delivery date will be updated to the tracking number.

Please note that some items might come in separate shipments, on different days with tracking numbers.

Furniture and other oversized items travel via freight carriers which have extended processing and delivery times. The shipping time frame presented on each product reflects the estimated processing time before the item leaves our warehouse. Once items are in transit, they may take an additional 1-2 weeks for the item to make it to your home. After the item reaches your local area, the delivery company will contact you via phone, email or text to schedule a delivery date and time that works for you. Some items require a signature for delivery. Oversized items will be delivered curbside unless otherwise noted as "white glove delivery." Most carriers schedule deliveries Monday through Friday between the hours of 9-5. Rural and island deliveries have limited routes and delivery times may take longer than usual. 

Items ordered together may ship separately and not arrive in the same box and the same time. We are unable to ship to P.O. and A.P.O boxes. 

Preorder items are not yet in our warehouse and the dates presented for those products are estimates only, and are subject to change as we encounter delays. Some preorder items have additional processing lead times once the items become in stock, and may need additional time to ship.

After your order is processed, you will receive an email containing a tracking number, confirming that your package has been sent.

Most items are in stock and ship within 1-4 business days. Items can become unavailable or out of stock. If the item is currently unavailable, we will contact you within 24hrs to advise you on your specific order lead-time.

Inside delivery and white glove services are also available at the customers expense.

 -A lot of the 101 Copenhagen accessories are in stock, but some of the colors and sizes may not be. The furniture are pre-orders only from Europe, usually estimated around 8-14 weeks, please check with us for more accurate lead times.

SHIPPING

How much does shipping cost?

Accessories (rugs, lighting, tableware, etc.) ship free for orders over $95.

Furniture items ship free for orders over $495. You can always see the total shipping cost by heading to the checkout page.

Do you ship internationally?

We ship within the continental US and to Canada (with shipping surcharge) using a variety of parcel and freight carriers. Unfortunately, we are unable to offer any other international shipping at the moment.

Third party services can consolidate orders from around the United States, and can ship internationally as a consolidated, bulk package.

When will I get my package?

Lead times vary by product. Our products ship from multiple warehouse locations around the country and some of our products are made-to-order.

If you’ve already made a purchase, you’ll find an “Estimated Ship Date” for each product on your order receipt. Please note that this date range is an estimate for when your order is expected to leave our warehouse (please allow up to 5-10 additional business days for delivery to your residence).

If the estimated ship range has passed and you still haven’t received tracking information for your order, please feel free to contact us at orders@forom.co

If you haven’t yet placed your order, but want to know how long a specific product will take a ship, you can find a product’s “Estimated Ship Date” on its product page, after making a selection.

I purchased several items, but only received one. Where is the rest of my order?

If you ordered multiple items, it’s possible that they’ll arrive at different times and in separate packages. Our products ship from several different warehouse locations from around the country.

Please check the “Estimated Ship Date” for each product, as listed on your order receipt. As your items ship, you’ll receive tracking info for each package via email.

How can I track my order?

As your items ship, you’ll receive an email notification with tracking info for each package.

Do you offer expedited shipping?

Unfortunately, we do not offer an expedited shipping option at checkout. However, we may be able to accommodate certain expedited requests. Email us at orders@forom.co and let us know which product(s) and your deadline. (Please note that most expedited requests may incur a surcharge.)

FURNITURE DELIVERY

How will my furniture ship?

The delivery method will depend on the size of the item. If the product is small enough, it will ship parcel via UPS or FedEx. However, for larger items like sofas, we'll have to arrange delivery with one of our trusted freight carriers (the shipping method will be noted in the shopping cart). 

All items that ship freight include White Glove Service, which includes the following:

This premium service provides in-home, room-of-choice delivery as well as removal of all packaging materials.

    • Appointment Scheduling: At least 48 hours prior to delivery, one of our carrier partners will call you directly to schedule a delivery date and 2-4 hour ship window.
    • Delivery to: A room of your choice inside your home.
    • Signature Required: Yes
    • Room of Choice: Yes
    • Packaging Removal Included: Yes
    • Assembly Service Included: Light assembly, if required.

When will my furniture arrive?

We strive for timely, efficient delivery on all items, but please refer to the individual product pages for projected lead times. Many of the furniture pieces on our site are made-to-order, and are not available for immediate delivery. If you’re in need of a product sooner than our messaged lead time, please email us at orders@forom.co and we will try our best to accommodate your request.

Each product has an estimated shipping lead time on its individual product page. When your order ships, you will receive an email from us with specific carrier and tracking information. If your order ships via a freight company or includes White Glove service, the carrier will contact you directly to schedule your delivery.

If you have questions or need more information, please don’t hesitate to email us at orders@forom.co.

Do you deliver on the weekends?

In most cases, weekend deliveries are not available; however, we may be able to accommodate some weekend delivery requests depending on the item purchased and your location.

Feel free to reach out to us at orders@forom.co to inquire prior to making the purchase.

How do I pick a delivery date?

Once your order is ready for shipment, you’ll receive an email notification with a specific carrier and tracking information. Many of our large furniture pieces will deliver via a local freight carrier. In these instances, the carrier will contact you directly to schedule a delivery. The delivery window is generally 2-4 hours, but may vary depending on your location. Delivery appointments are available M-F, 8am-6pm. Weekend delivery is not available. Please email us at orders@forom.co if you have issues with these time windows and we will try our best to accommodate.

Is there anything I need to prepare for delivery?

Measure for fit: When ordering furniture, we ask that you please confirm that the item will fit within your residence, especially if you have narrow doorways or small elevators. Measure any doorways, passageways, elevators and stairways prior to purchase.

Please note: Our standard return policies (typically non-refundable for furniture) apply, even for undeliverable items because of fit constraints. Our delivery providers cannot make any modifications to your home or to the purchased product.

Clear an open path for delivery: Please check that the path to your furniture’s final placement is clear and accessible, including doorways, hallways and stairs. This will not only make delivery go quicker, but also ensure there are no damages incurred during delivery.

Additionally, please let us know if you have challenging roads, driveways or other access points that would be difficult for our trucks to navigate.

Pre-Delivery Questionnaire: Prior to delivery, a member from our team will reach out via email with a short pre-delivery questionnaire. The purpose of the questionnaire is to identify whether or not your building has any special delivery requirements (proof of insurance, limited delivery hours, etc.) Please note that a delivery cannot be scheduled prior to receiving a completed questionnaire and any related paperwork.

Can you deliver to remote locations?

We’re here to help deliver your items as quickly and easily as possible. If you are located in a remote address, please contact orders@forom.co before purchasing. There may be unique delivery surcharge for your address if it is not easily accessible by our delivery team. Unfortunately, we are unable to deliver furniture to Alaska, Hawaii, US territories or PO Boxes.

Alaska and Hawaii

We do not offer Free Shipping on orders being shipped to Alaska and Hawaii. Orders shipped to these states will have a shipping surcharge. Individual orders will be assessed at time of order placement and should they require additional charges or shipping surcharge refunds we will be in contact with you prior to filling your order.

Should you have any questions regarding our shipping policy, please use the contact us form or call us.

Canada

We ask our Canada customers to send a request for a custom quote: orders@forom.co or from our contact page.

RETURNS, EXCHANGES & DAMAGES

What is your return policy?

We hope you love your selections as much as we loved designing them. If you're not completely satisfied with your purchase, we’ll gladly offer you an exchange or refund for most of our merchandise within 14 days from receipt of product. Proof of purchase is required for a refund. 

Refund policies vary by product, as messaged on each individual product page and on your order receipt.

Items marked “refundable” can be returned (in their original, undamaged condition and packaging) within 14 days of delivery. If you choose a return for store credit or exchange, there is no restocking fee but return shipping cost might apply.

If you would like a return to your original form of payment, we charge a restocking fee equal to 20% of the item’s full retail price before discounts or promotions and 25% for oversized items, such as sideboards, cabinets, beds, or special handling/fragile shipping items.

Round trip shipping and handling is deducted for all returns

In either case, we do not reimburse for the original cost of shipping.

Products must be new condition, unused, and have original boxes, packaging, and hardware. We will not be able to accept any returns or exchanges without the products original packaging, even for damaged products.

To initiate a return, please email us at returns@forom.co, and we will reach out to you with next steps upon completion.

We stand behind our products 100%. We work with some of the best factories in the world, as well as select partners we believe to be unique in the marketplace. We’re confident that the design details, quality and safety of our merchandise will meet, if not exceed, your expectations. We care about your satisfaction and our Customer Care Teams are always here to help.

Forom does not accept returns on the following items: made to order, custom upholstery, custom cushions, floor model furniture, fabric swatches, fabric yardage, paint, open wallpaper, wallpaper swatches, custom orders, final sale items.

All bedding purchases include free domestic ground shipping and free return shipping. To request a free return shipping label, please contact us at returns@forom.co or call us M-F 10am-6pm PT: Toll free: (844) 994-2094. Not applicable to international orders.

Returns are refunded in the original payment form for the merchandise price, less shipping and handling.

 Shipping and handling charges are non-refundable, unless the item received is damaged, defective or incorrect. Return shipping charges may apply. Taxes charged are refunded in accordance with state and local laws. Returns sent via USPS that arrive with postage due will be returned to sender.

 To return an item, please call customer care M-F 10am-6pm PT: Toll free: (844) 994-2094 or email returns@forom.co for assistance.

To return an item, you must return in the original box, or a box adequate for return via Fedex or UPS.

 Products color and shade: Every computer monitor or smart phone displays color differently, we are not responsible for color tones variations between the actual product color and how it is displayed on your screen.

Descriptions of merchandise, including colors or shades, textures, and other features are given by the manufacturer; we assume no liability for the description, for variance, minor imperfections, including in colors or textures or for a product not meeting with your satisfaction, besides a manufacturer-verified defect. 

CUSTOM PRODUCT

Custom product and COM are made to order especially for you and may not be returned or cancelled. Custom product include upholstered furniture, custom cushions and COM.

FINAL SALE & CLEARANCE ITEMS

Final Sale and Clearance items are not returnable or exchangeable except for manufacturing defect. These items are identified by .99 endings in price.

OUTLET MERCHANDISE

The items at our Outlets are discounted from our regular retail prices, updated weekly, and include discontinued, as well as production samples and favorite pieces used on photo shoots. Prices are as marked and take into consideration any dings, dents, or scratches. Online and in-store promotions do not apply. All discounted items are sold “as-is” without warranty and are not eligible for return..

DAMAGED PRODUCT

Furniture is carefully inspected prior to shipment, and we ask that you inspect your pieces immediately upon receipt. Any damage should be reported within 24hrs of the carrier delivery date showing from the shipment tracking number.

For items received via "White Glove Delivery" or "In Person delivery" by one of our team member, your signature is required at the time of delivery. Please inspect your order items and If a defect is discovered, please contact our Customer Care team at returns@forom.co , do not sign the Delivery release document. Our Customer Care team is available Monday through Friday from 9 am to 6pm (PT).

Furniture that is refused due to size will be exchanged for merchandise or store credit only. We regret that we are not able to cancel orders once they have been transmitted to our fulfillment center.

Please note that a restocking fee of up to 25% of the product price may be charged. Additionally, no furniture returns are accepted in store.

CANCELLATIONS

Orders, Pre-orders, Made-to-Order and Custom Orders may not be canceled. We regret that we are not able to cancel orders after 24hrs. We are able to cancel orders within 24hrs of once they have been placed and transmitted to our fulfillment center. 

When you submit your order online, it is instantly entered into our database, your order confirmation email is sent, and your payment is verified by our system. Within an hour or so, your order is transmitted to our fulfillment centers and usually can no longer be modified in any way. We, in some cases are able to modify or cancel an order within 24hrs, please ask us: orders@forom.co

We hope that in most cases this expedited order process works to your advantage; however we recognize that it can make it difficult to cancel or modify your order.

In some cases, it is possible to cancel backordered items on your order, since they are not scheduled for immediate shipment. To speak with our Customer Care team to inquire about canceling or changing an order that's already been placed, please contact our Customer Care team at orders@forom.co . Our Customer Care team is available Monday through Friday from 9 am to 6 pm (PT), we are closed on weekends.

Pre-orders and backorders lead times and shipping times are only estimates and are subject to change, we cannot guarantee their delivery times unless they are over 10 weeks delayed.

QUESTIONS

Contact our Customer Care team at returns@forom.co . Our Customer Care team is available Monday through Friday from 9am to 6pm (PT).

I would like to return my purchase. What should I do?

Before initiating a return, please refer to your order receipt to confirm whether or not your product is eligible for return (Please note that return eligibility varies by product, and is messaged in the product description, cart and order receipt).

If your item is marked “Refundable,” please email us at returns@forom.co within 14-days of delivery.

A service agent will process your request within 48 hrs and follow-up with instructions for completing the return.

How long will it take for my return to process?

We try our absolute best to respond to return inquiries within 1 business day (please allow additional time during the busy holiday season). Once we have received your email, a member of our team will review the request and reply within 2 business days. He/she will respond with a pre-paid shipping label and instructions for the return. Reimbursements will only be made once the product has arrived back to our facilities, in its original box and condition.

Can I change or cancel my order?

Generally, we can process a cancellation for your order within 24 hours of purchase, pending that the product has not already shipped. Please contact us at orders@forom.co with your cancellation request. If your order has already shipped, our standard return policies apply. Beyond 24 hours, we cannot honor any cancellation requests. There is absolutely no cancelation for made to orders, special orders or pre-orders.

My order arrived broken. What should I do? 

  • For Parcel Packages (those that ship via USPS, UPS, FedEx or DHL):
    If the shipping carton is visibly damaged from the outside, we ask that you refuse delivery with the shipping provider and email us at: returns@forom.co. Upon approval of the damage claim, we’ll make arrangements for the removal of the damaged item, and if necessary, provide a replacement. We suggest you always be present for delivery. We are not liable for any damages should you elect to waive the signature requirement with the shipping carrier.
  • For Freight Deliveries (Large Furniture Items):
    For any deliveries via a freight carrier (Curbside, Standard, White Glove, etc.), we ask that you please open and inspect all packages prior to signing for the package with the delivery carrier. (In most cases, a signature is confirmation that the product arrived in acceptable condition, waiving rights to a damage claim). If you notice a damage after signing for the package, please fill email us immediately at returns@forom.co . Please allow 48 hours for our customer service team to process your request and send you an email.

I think my package may be lost or stolen…

We require signatures on packages valued above $400. In the event your item was lost, stolen, or misdelivered, please email us at orders@forom.co within 24hrs of the projected delivery date.

It is not our policy to replace lost or stolen packages. We suggest you always have packages delivered to a secure location where someone will be able to receive the goods (office building, doorman building, etc.). Please note, we are not liable for items that have been misdelivered if you choose to waive the signature requirement with the carrier. We always recommend being present for delivery and inspecting packages before signing.

PRODUCTS & PROMOTIONS

How can I get more information about a product?

If you have any questions about our products, just email us at sales@forom.co. For any style-related questions (i.e. How do I use it? What color do I pair it with? etc.), we’re more than happy to help too! Just email us and we’ll get back to you as quickly as we can!

I signed up for your mailing list. How do I use my 10% off discount?

Upon creating an account, you should immediately receive a “Welcome” email from us that includes a unique coupon code (10% off cannot be combined with any other offer). Simply enter this code in the “Promo or Store Credit” section of our shopping cart. If you’re logged into your account, this coupon will automatically appear in this section as well.

Where do I enter my promotion code?

Enter this code in the “Promo or Store Credit” located on the right-hand section of our shopping cart. Simply click on the “+” icon to open the section drawer.

My promotion code isn’t working. What do I do?

We first ask that you check to see whether or not the coupon has already expired. If not, just email us at orders@forom.co and we can help you out!

I forgot to enter my promo code before checking out. Can I still apply it?

Yes, we are happy to honor coupons in cases where you forgot to apply it at checkout. We will reimburse for the amount of the coupon, back to your original form of payment. Just shoot an email to orders@forom.co with the below information:

  • Order Number
  • Coupon Code

Can I use more than one promotion code on a single order?

Most coupons cannot be combined with other offers, and some are invalid with sale items as well.

I recently bought a product, but then it went on sale. Will you issue me a refund?

We will happily offer price match reimbursement for products purchased within 7 days of a launch of a sale. Reimbursements are granted in the form of store credit only. In order to request a price match, please email us at

orders@forom.co with the following information:

  • Order Number
  • Product Name

Please note that we cannot honor any price match requests for orders placed more than 7 days before the launch of the sale.

CHECKOUT

What payment method do you accept?

Payment can be made using any major American credit card (Visa, Mastercard, Amex, Discover) or by using Paypal. Our credit card processing is handled by Stripe, so your personal information is always secure.

We also offer a financing option via Affirm. This service offers the ability to split your purchase into 3, 6, or 12 monthly payments, with fixed interest rates ranging from 10 to 30%, depending on creditworthiness. Simply select “Affirm” at checkout and you’ll be redirected to their website to fill out a short application.

I’m having trouble checking out. What do I do?

Don’t hesitate to chat with us or to pick up the phone and give us a call. We’re available M-F 10am-6pm PT: Toll free: (844) 994-2094.

Can I order by phone?

Yes! We’d be happy to place an order for you over the phone. We’re available M-F 9am-6pm PT: Toll free: (844) 994-2094.. Give us a call and just be sure to have your product and credit card information handy.

Why does it ask me for a phone number?

Phone numbers are used for delivery and order questions only. We do not share any of your personal information with anyone aside from our shipping and delivery partners.

Why does my product have an extra fee?

Certain large or fragile items may have a delivery surcharge, noted once you add the product to your cart. Delivery fees and surcharges vary by product and shipping location.

Where’s my receipt?

Immediately upon placing an order, you should receive an email confirmation to the address provided during checkout. If you registered for an account on our site, you can also access your order history through the My Account section of our website.

If, for whatever reason, you haven’t received an email confirmation, please don’t hesitate to reach out to us!

TRADE

Do you offer a discount for interior designers and architects?

Members of the trade (licensed interior designers and architects) are eligible to receive up to 15%-20% off everything on the site.

How do I sign up for your trade program?

If you’re a licensed interior designer or architect, please fill out our application form from our "TRADE REGISTRATION PAGE" and we’ll be in touch within one business day. 

Do you offer sales tax exemptions?

Yes, we do offer sales tax exemptions to members of the trade who supply a Resale or Sales Tax Certificate. This information can be supplied during our application process and sales tax will be automatically removed from any order placed using your trade account. Please note – we only charge sales tax on orders that ship within CA.

Can I receive a price quote?

If you’d like to receive a quote, please email orders@forom.co with the following information:

  • Product Name (or link to product page)
  • Variation (Color, Size, etc)
  • Quantity
  • Shipping Address
  • Billing Address
  • Delivery Deadline
  • A member of our team with reply within 24 hours with availability, pricing and lead time information.