We strive to make your shipping experience with as accommodating as possible.

• shipping problems solved!

• our shipping options

• moving/storage companies...what are their advantages?

• damaged shipments and claims

• product assembly

• delivery times/dates

It is important to us that our clients are treated with the utmost courtesy and respect.  Where other companies concerns ends with the purchase, we believe and that our reputation extends throughout the shipping and delivery process.  We want our clients to have the best there is to offer them be it the actual product or the delivery guy at their doorstep. For this reason we offer a variety of shipping options to accommodate varying budgets and client needs. 

Please review the options below and choose which best suits your needs.  If you require assistance at anytime please call our customer service department at 1-716-532-3273.  One of our representatives would be happy to assist you in making this decision.

Standard Freight/Curb Side Service

Standard Freight Service aka curb side service which means exactly what it says.  The item will be delivered via tractor trailer to the curb.  You will be responsible for removing it from the back of the tractor trailer and bringing it to its destination.  The driver is not required to assist you but may or may not help.  If you would like to save money this is our most economical shipping method. Make sure if you are accepting a heavy shipment that you have plenty of help there to assist you and/or tell us you would like the "lift gate" option.  If you do not request this lift gate option you will not receive this mechanical assistance to lower/move the item from the back of the truck to ground level.

White Glove Shipping Service (in home delivery)

Shipping large items doesn't have to be an undertaking.  Sit back and relax with our "White Glove" delivery service.  We will take care of all of the details.  Our partnering shipping company will bring the product into your home where you designate and uncrate, and assemble the product for you if you so desire.

There are two ways that we provide nation-wide white glove inside home delivery. Both methods will allow for the moving & storage company to bring the item into your home, place it where you want it, uncrate the item and remove the crating material.

Option1: Our Standard White Glove

Commercial Shipping to a Moving & Storage Company near your home is the fastest way. It is also the cheapest of these white glove delivery options. We will schedule a freight shipment to a reputable moving and storage company in your home town.

After making your purchase you will be contacted by the moving company in your area that will be handling your shipment to schedule a delivery appointment with you.  They will bill you separately for their services rendered.  Our shipping charges included in the purchase are solely for the standard freight(shipment to the moving company) they do not include any charges for the delivery and setup of the product by the moving company.  They will bill you separately for their services.  We are simply providing their service as an option for you. 

How to select this shipping option:

For online purchases select the standard white glove shipping option.  For custom ordered work you will just need to mention that you are intending to use this method of shipment and we will bill accordingly.  As previously mentioned our shipping charge will only cover the delivery from our facility to the moving company in your area.  They will bill you separately for their services.

Alternately, you can arrange to pay the moving & storage company a small receiving fee and then pick up the furniture yourself at their location. This will save you a $50 residential delivery fee associated with the shipment of the freight to a home.  You can avoid all additional fees by picking up the product at the freight terminal in your area directly.  Please inquire about this option if interested.  This option is not recommended for heavy items.  You should use a professional service to assist you in receiving these products.

Option 2: Our Premium White Glove

Choose our premium white glove service and at a price you will have full control over how everything unfolds.  They will do product assembly, complete installation, delivery anywhere, almost unlimited services available.  Let us amaze you at how relaxing receiving one of our products can be.

Some of our products are very heavy and require extra care.  Premium white glove delivery is slower and more expensive than standard white glove shipping, but most important it insures against damage and can go above and beyond what typical in-home delivery specialists can do. This shipping method can take 3 to 4 weeks.  They can assist you with installing a product or storage of an item until your home is ready for it.  This option is especially nice for our entrance gate customers who are in the process of building their entrance.  It can be quite nerve racking to have an expensive item anywhere near the construction area until it is prepared for receiving it.  With our premium white glove service they can take care of this for you by storing the product until you are ready for it.  And when you are ready for it they will bring it to your home and even help a contractor, builder, etc install it.

We use the same high end white glove service that reputable companies like "Neiman Marcus, Horchow, & Ralph Lauren use.  These people are here to help ensure that your product arrives safely and that you are assisted in anyway necessary to get that product to its final destination. They are very, very flexible to your needs. 

How to select this shipping option: Choose premium white glove services on your online shipping order.  For custom orders mention to us you would like to use this shipping option.  All shipping charges will be prepaid directly to the shipping company by the client.

Option 3: Do It Yourself Option

You may arrange for pick up at our studio.  Many of our clients have opted to do this as it lends an opportunity to meet the artist who created their unique work as well as a visit to our studio.  We welcome all of our clients to come to view the artist's work first hand and view a private demonstration.

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Delivery Time

Delivery time depends upon what you order.

Custom pieces can take 6 - 8 weeks for fabrication and delivery once deposit is received.  Some projects may take longer, please enquire about this after project is slated for commissioning. If you are in a hurry do not order custom work.   We attribute the necessary time and detail that expected of a hand crafted piece.   We do not rush our custom work. 

Retail/Online orders are shipped within 4 - 6 business days if in stock, else there is additional time required to acquire the item from the manufacturer.  We will notify you of any such delays.

Product Assembly

Our products are assembled at the factory. When necessary large pieces are partially broken down into large pieces for shipping. Obviously, you can not ship a bed completely assembled in one box. Therefore, some minor assembly is required on some items. Anyone can do it, but if you prefer White Glove assembly extra charges apply .

Solutions to Occasional Delivery Problems

 Unfortunately even with all of the options that we offer with our shipping and all of the reputable carriers we enlist to transport our products there are still some circumstances that we are unable to accommodate and we have done our best to give suggested solutions to these occasional problematic shipping encounters.

1. What if I need a delivery in the evening or weekend or if there is no one home to accept delivery?

Evening/After Hours Delivery: To date we are not aware of any shipping companies that offer residential delivery after hours (generally beyond 5pm). In some extreme cases we may be able to schedule a shipment after 5:00 but arrival cannot be guaranteed.  General delivery is between 1-5pm.

Weekend & Holiday Delivery: Our standard freight shipping carriers do not do weekend deliveries.  They offer standard M-F 9-5.  However our white glove shipping has some exceptions depending on your delivery area.  Presently we offer weekend residential white glove delivery in the Chicago area only M-Sat. 9-5 at no additional charge. We can offer delivery via Federal Express Custom Critical service on weekends and holidays to qualified businesses addresses. 

A qualified commercial business address has loading facilities for large trucks (53 feet - 18 wheels) and is open during normal business hours. And there are people to help the truck driver unload. A qualified commercial address may include moving & storage companies, contracting companies and almost any business that has a loading facility and regularly accepts shipments from large trucks.

We are ever working on expanding this wonderful option of weekend delivery to the rest of our clientele servicing areas. If you have a business in your area (contractor, moving service etc...) that will be there to accept a shipment on the weekend we can do this, but if you are going this route it is cheaper to have it delivered during the week and held by the business until you are ready to accept it (either by picking it up yourself or having the business deliver it to you).

Solution: If you are not available to accept delivery during the week during standard hours you can:

• use our white glove service and have it delivered at an appointed time and date set up at your convenience.  (see weekend delivery limitations, no after hour deliveries 9 - 5pm)

• use our white glove service and have a friend, relative, neighbor, house worker, or an alternate trusted individual accept the delivery at their address and acknowledge where the product should go and how it should be placed. 

• use our white glove service and have a designated individual at the products destination address let the movers bring the product in and designate how and where it should be placed/setup.

• Use our standard freight shipping and have it delivered to any business that accepts shipments (conveniently a contractor or moving/storage company) and pick up the piece at your convenience or enlist their services to help you with the installation or set up of the product. 

If you are unsure of any of these we would be happy to work with you to find a solution to your unique shipping need and make your shipping experience a pleasurable one.

2. What if I need assistance to accepting delivery and/or placement of item?

Solution: If you need assistance in accepting our uncrating and even installing certain items you can:

• enlist the help of a local area contractor or handyman service

• use our white glove service and have it delivered into your home, uncrated and set up in the room that you designate. (need more help? view our premium white glove service option)

Why use a Moving & Storage Company services?

The moving & storage company will bring the furniture to your home, place it where you want it, and remove the crating material. Assembly is extra for our standard white glove service but included in our premium white glove service.

In addition, you can make arrangements with a moving & storage company to accept the furniture for you and you can pick it up yourself. The moving & storage company will charge you a receiving fee for receiving your item if you are not going to be using their services. The closer to your home the moving & storage company is, the better. However, allot of our products are heavy.  Please be sure that the weight of your shipment is not heavy before planning on this. We recommend that you let a professional service do it all for you.

Damage Claims

Inspect your furniture for damage before you (or your designated receiving individual) sign the trucking company delivery acceptance form called the Bill Of Lading. If your furniture is damaged beyond repair refuse delivery. If the damage is not too bad make note of the damage on the Bill Of Laden.  Then contact us immediately to discuss our options. A place for you to record damage will be provided to you on a receipt given to you by the truck driver when your product is delivered. You MUST list any damage on the trucking company delivery form.

NO DAMAGE CLAIMS WILL BE ALLOWED IF ITEMS ARE SIGNED FOR CLEAR! NO CONCEALED DAMAGE ALLOWED.

Take photographs of any damage including the packing and the product. Please forward photographs to us. Notify us immediately if you notice any damage. The trucking company is responsible to reimburse you for any damage that occurs in shipping.

Your must receive authorization from Cross Custom Works prior to returning any item due to damage in shipping. Cross Custom Works is NOT LIABLE for any damage that occurs if you ship your furniture yourself (pick up from our studio with your own truck or shipper).