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Shipping
Shipping
When we offer shipping options to a customer while placing an order, they typically have 4 options to choose from
Standard: 5-7 Business Days
Express 3 Day: 3 Business Days
Express 2 Day: 2 Business Days
Express 1 Day: 1 Business Day
It is important to let the customer know that the shipping timeframe is based on business days and does not include weekends. While carriers CAN deliver on the weekends, we can never guarantee that. Shipping speeds on BO items go into effect once the item is in stock and is ready for shipment
Express Delivery:
Express Delivery:
Express delivery is available for most items. It is important to give customers accurate ETA's regarding their express shipment. Orders placed for in-stock items by 2:00 pm PST are shipped the same day. Orders placed after 2:00 pm PST will ship the next business day.
PO Boxes
PO Boxes
We do not deliver to PO Boxes. If a customer gives a PO Box for the Shipping address, kindly advise that we cannot ship to a PO Box and we will need a physical address. PO Boxes can sometimes result in shipment errors like a package being marked as "Undeliverable" or can get tricky when a signature is required. It is best to take a physical address down when we can. (⭐PO Boxes for the Billing address are perfectly fine!)
Carriers
Carriers
We ship all of our packages via UPS, FedEx, or USPS. This can vary for the customer depending on where they live, of course. Customers will receive an email with tracking information once it is available so that they can see which carrier is delivering their goods and can follow the order during transit.
Billing Address:
Billing Address:
The billing address cannot be updated once an order is placed. You can reassure the customer that it doesn't affect their order in any way and the order is good on our end.
If the order is a gift, the gift recipient will never be charged or receive a bill for the order, or anything like that. If there were an issue, we would contact the customer right away.
Cost
Cost
Shipping costs can vary depending on what and how many items the customer is ordering.
White Glove
White Glove
White Glove Service is also provided for specific oversized items only. This service includes
Unpacking
Initial room placement
Removal of packing materials
Please remind customers to thoroughly inspect furniture before signing for delivery, report any concerns directly on the delivery form, and contact us as soon as possible. In-stock furniture items usually require 2-3 weeks for delivery. This information can be found on our website under the "Shipping Information" section.
Dropship
Dropship
Dropship items are specific items that ship directly from the vendor to the customer. These orders have certain limitations/rules as far as canceling, shipping ETA's/costs, etc. We at CC and the customer have 0 correspondence with the vendor. Our buyers are the only ones that communicate with the vendors.
The process of a drop ship order is:
Our buyers engage with the vendor
Buyers send the vendor the Purchase order when a customer places an order.
The vendor uses that PO/invoice as a picking slip to select the items
The vendor notifies our buyers that the order has been fulfilled/shipped
The buyers update the orders with fulfillment and tracking information that we then relay to the customer.
⭐Some important things to note about Dropship orders:
Vendors do not have Gump's Gift Boxes.
Vendors do not have the ability to add gift messages post-order. Customers CAN add a gift message when placing their order and it will appear on the packing slip like a regular order, however, we are unable to include a message once the order has been placed.
We cannot check if a drop ship item is delayed or on BO in NS
Drop-shipped items cannot be expedited. The lead time is always mentioned on the item's product page on our website. If there are any delays or if a DS item is on backorder, we need to reach out to Vikki/Arlene in Shopify and ask for an update on the order.
Vendors do not have access to our Shopify or our NS. If we change the address in OUR system, the vendor is unaware. This type of request also needs to be sent to Arlene/Vikki so they can reach out to the vendor with order changes.
If we cancel the order in our system, the vendors are unaware. This type of request also needs to be sent to Arlene/Vikki so they can reach out to the vendor with order changes. *Note: This is a manual process on their end, sometimes they'll find out that the vendor has already shipped the item to the customer which means the order cannot be canceled, so we should never guarantee to the customer that the order has been canceled until Arlene/Vikki has confirmed so in the TL notes*
If we expedite the order, hold it, swap it for another color, etc the changes will not go through. This type of request also needs to be sent to Arlene/Vikki so they can reach out to the vendor with order changes. Although changes like this are limited
The only way to change any info on a drop ship order is to communicate with Vikki and Arlene via a Shopify tag
Oversized
Oversized
The shipping cost for oversized items can vary. Oversized items do not qualify for expedited shipping. The cost is a set price that is determined based on the amount of items, weight/size, etc.
Holiday Shipping
The holidays are a very hectic time for our carriers and our customers. Customers are anxious to receive their gifts and may be unfamiliar with how carriers handle shipments during this time of year.
There are typically delays and carriers will mark packages as delivered even though they are still in transit.
Kindly remind our customers that this is an extremely busy time for most carriers. Some packages may be marked as "Delivered" even though they have not quite reached their destination. If customers do not have their order by the expected delivery date, we ask that they allow an extra 1-3 days for delivery We also advise that customers check with neighbors, around their front/back porches or any nooks and crannies the packages could potentially be hiding as well.
If a package has not arrived within that timeframe, we can then let the customer know we will look into sending them a replacement. Kindly advise the customer that you will be forwarding their request and someone will be in touch within 24-48 hours.
Holidays At Gump's
Holidays At Gump's
This is also a very busy time for us. Our standard shipping timeframe is 5-7 business days after the order is placed. As it gets closer to Thanksgiving and Christmas (Especially Christmas) the timeframes can change due to the influx of orders we receive. As it gets closer to the holiday date, we never guarantee delivery to be made by a specific date. As mentioned, it is an incredibly busy time for our carriers and their deliveries can be a bit unpredictable.
It is important to keep the customer in the loop as best as we can. If an order is running behind, and it's not due to BO delays, It is best to apologize and let the customer know we are doing our best to get their order out.
You can say something like "We apologize for any delays you may be experiencing during this busy Holiday season. Our team is working hard to process, pack, and ship all orders as quickly as possible. I see we have your email on file, so as soon as your order has shipped, we will send you an update via email with some tracking information with a proper ETA."
Holiday Cutoff Dates
Holiday Cutoff Dates
When customers are expecting their orders to arrive before a specific holiday date, they must place their order within a certain timeframe. These dates and times are mentioned on the website. We can never make any guarantees if orders are placed after the cutoff date. We have cutoff dates for each holiday and it will always be mentioned on the website.
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