White Glove Delivery Service

Last Updated: August 3, 2026

Orellan offers an optional White Glove Delivery service for eligible furniture products and delivery locations.

White Glove Delivery provides an upgraded delivery experience that may include scheduled delivery, placement in an accessible room, basic furniture assembly, and removal of eligible packaging materials.

White Glove Delivery may be available for certain oversized lighting products as a delivery-only service. Electrical installation, hardwiring, wall mounting, and ceiling mounting are not included.

This policy should be read together with our Shipping Policy, Billing Terms and Conditions, Return and Refund Policy, and Terms of Service.

1. Service Availability

White Glove Delivery is available only for:

• Eligible furniture products

• Eligible delivery addresses within the contiguous United States

• Locations that can be safely and reasonably accessed by the delivery team

• Orders for which the service is displayed at checkout or confirmed in writing by Orellan

White Glove Delivery availability may depend on:

• Product size and weight

• Delivery destination

• Carrier coverage

• Building access

• Stair or elevator access

• Local delivery restrictions

• Product packaging

• Assembly requirements

The availability of White Glove Delivery for one product does not mean that the service is available for every product in the same order.

2. What White Glove Delivery May Include

For eligible products, White Glove Delivery may include the following services.

A. Scheduled Delivery

The carrier will generally contact the customer by telephone, text message, or email to arrange a delivery date and estimated time window.

Delivery windows are estimates and may be affected by traffic, weather, earlier appointments, building access, and other circumstances.

B. Delivery to an Accessible Room of Choice

The delivery team may carry eligible furniture into an accessible room selected by the customer.

Room-of-choice delivery is subject to:

• Safe and unobstructed access

• Adequate doorway and hallway dimensions

• Available elevator access

• Reasonable stair access

• Building rules

• Carrier safety requirements

• Product size and weight

• The absence of conditions that may place people or property at risk

The delivery team will determine whether the requested route and placement location can be accessed safely.

The service does not guarantee placement in a location that requires unsafe handling, product disassembly not included in the service, structural alteration, specialized lifting equipment, or movement through an opening that is too small.

C. Unpacking

The delivery team may remove eligible outer packaging and protective materials needed to prepare the product for placement or basic assembly.

Customers should keep any packaging that the delivery team advises may be needed for:

• Product inspection

• Damage documentation

• Replacement

• Return authorization

• Warranty service

D. Basic Furniture Assembly

White Glove Delivery may include basic assembly of eligible furniture, such as:

• Attaching table bases or legs

• Attaching furniture feet

• Connecting basic furniture sections

• Positioning removable shelves

• Completing simple assembly steps included in the manufacturer’s instructions

Assembly is limited to the furniture included in the eligible delivery order.

The service does not include electrical, structural, plumbing, custom, or specialized installation.

E. Removal of Eligible Packaging

The delivery team may remove eligible boxes, wrapping, padding, and other packaging materials associated with the delivered product.

Packaging removal is subject to:

• Carrier service terms

• Local disposal restrictions

• Building rules

• Product inspection requirements

• The type and condition of the packaging

Wooden crates, pallets, specialized transport frames, or other materials may not always be removable by the delivery team.

Customers should confirm any special packaging-removal requirements with Orellan before delivery.

3. White Glove Delivery Pricing

White Glove Delivery uses a fixed tiered fee based on the number of eligible furniture items or eligible chair groups in the same order.

A. Standard Eligible Furniture

For standard eligible furniture products:

The first eligible furniture item is charged at $300.

Each additional eligible furniture item included in the same order is charged at $200.

B. Dining Chair Grouping

For eligible dining chairs, up to two chairs are treated as one eligible item for White Glove Delivery fee calculation.

The first eligible chair group is charged at $300.

Each additional eligible chair group is charged at $200.

For example:

• 1–2 eligible dining chairs: $300

• 3–4 eligible dining chairs: $500

• 5–6 eligible dining chairs: $700

• 7–8 eligible dining chairs: $900

【请确认餐椅确实按照“每1–2把计算为一个eligible item”。该规则必须与结账系统、Billing Terms、Shipping Policy和客服报价保持一致。】

C. Mixed Furniture Orders

When an order contains both standard eligible furniture and eligible dining chairs, each standard furniture item and each eligible dining-chair group will be counted separately.

For example:

• 1 eligible dining table

• 2 eligible dining chairs

The dining table counts as the first eligible item at $300.

The group of up to two dining chairs counts as one additional eligible item at $200.

The total White Glove Delivery fee would therefore be $500.

The final applicable White Glove Delivery fee will be displayed during checkout before payment is submitted.

4. Lighting and Electrical Fixtures

White Glove Delivery may be available for certain oversized lighting products as a delivery-only service.

For eligible lighting products, the service may include:

• Scheduled delivery

• Carrying the packaged fixture into an accessible room of choice

• Placement at a safe indoor location

• Removal of eligible outer shipping packaging, where included by the carrier

White Glove Delivery for lighting products does not include:

• Electrical installation

• Hardwiring

• Ceiling mounting

• Wall mounting

• Installation of junction boxes

• Assembly requiring electrical connections

• Testing or commissioning

• Modification of wiring

• Removal of existing fixtures

• Installation of dimmers, switches, drivers, or electrical accessories

All lighting installation must be completed separately by an appropriately licensed or qualified electrician in accordance with:

• Product installation instructions

• Local electrical codes

• Building requirements

• Permit requirements

• Applicable laws and regulations

The delivery team is not authorized to perform electrical work or install lighting fixtures.

Customers are responsible for arranging a qualified local electrician and confirming that the installation location, ceiling structure, junction box, voltage, and electrical system are suitable for the product.

White Glove Delivery eligibility for lighting products depends on the product size, weight, packaging, destination, carrier coverage, and access conditions.

The applicable delivery fee and service scope will be displayed at checkout or confirmed in writing before payment.

5. Services Not Included

White Glove Delivery does not include:

• Electrical installation

• Lighting installation

• Wall mounting

• Ceiling mounting

• Securing furniture to walls

• Drilling

• Plumbing connections

• Structural modifications

• Carpentry

• Custom installation

• Modification of furniture

• Removal of doors, windows, railings, or building fixtures

• Hoisting through windows or balconies

• Crane, lift, or specialized rigging services

• Moving existing furniture

• Removing customer-owned furniture

• Disposal of customer-owned property

• Floor, wall, or ceiling repair

• Installation requiring permits or licensed contractors

• Services not expressly included in the applicable service description

Customers must arrange any excluded service separately.

6. Stair and Elevator Access

Stair delivery is not guaranteed.

The delivery team may decline stair access when:

• The staircase is too narrow

• The product cannot be safely turned or carried

• The staircase is unstable or obstructed

• The product is too heavy for the available team

• The route presents a risk of injury or property damage

• Building rules prohibit the service

• Additional equipment or labor is required

• The access conditions were not disclosed in advance

Elevator access must be adequate for the packaged or assembled product.

Customers should provide advance notice of:

• Staircases

• Service elevators

• Elevator size restrictions

• Limited loading access

• Long-distance carries

• Gated entrances

• Restricted delivery hours

• Building reservations

• Loading-dock requirements

7. Customer Preparation Requirements

Before the scheduled delivery, customers must:

• Measure the product

• Measure all doorways

• Measure hallways

• Measure staircases

• Measure elevators

• Confirm ceiling clearance

• Confirm the final room dimensions

• Clear the delivery path

• Remove fragile or valuable objects

• Protect pets and children

• Obtain required building approvals

• Reserve elevators or loading areas where necessary

• Confirm that the delivery address is accessible to the carrier

The delivery team is not responsible for moving unrelated furniture, decorative objects, electronics, artwork, or personal belongings.

The customer must ensure that the final placement area is clear before the team arrives.

8. Certificate of Insurance

Some apartments, condominiums, commercial buildings, and managed properties may require a Certificate of Insurance before allowing delivery access.

Customers must notify Orellan as soon as possible if a Certificate of Insurance is required.

Requests should be sent to:

Email: support@orellan.com

Please include:

• Order number

• Customer name

• Delivery address

• Building management contact

• Certificate holder information

• Additional insured requirements

• Required coverage details

• Submission deadline

• Any building-specific form

Certificate availability depends on the applicable carrier and delivery provider.

Orellan cannot guarantee that every requested certificate format, coverage amount, or endorsement will be available.

9. Delivery Appointment

When the order reaches the applicable local delivery terminal, the carrier will generally contact the customer to schedule delivery.

Customers must provide an active:

• Telephone number

• Email address

• Delivery address

An adult aged 18 or older must be present during the delivery appointment.

The customer or authorized adult may be required to:

• Confirm receipt

• Inspect visible packaging

• Identify visible damage

• Sign the delivery record

• Confirm completion of the included services

Delivery appointment times are estimates and are not guaranteed arrival times.

10. Inspection at Delivery

Customers should inspect the product and packaging before the delivery team leaves whenever reasonably possible.

If visible damage is present:

• Photograph the damage

• Photograph the packaging

• Note the damage on the delivery receipt

• Notify the delivery team

• Retain relevant packaging where possible

• Contact Orellan promptly

For assistance, contact:

Email: support@orellan.com

Damage, defects, missing parts, or incorrect products are handled under the Return and Refund Policy.

Signing a delivery receipt does not waive rights that cannot legally be waived.

11. Failed or Incomplete Delivery

A delivery may be unsuccessful or incomplete because of:

• Incorrect address

• Inaccessible property

• Missed appointment

• No adult present

• Insufficient doorway clearance

• Insufficient stair or elevator access

• Building refusal

• Missing building authorization

• Unsafe delivery route

• Failure to disclose access restrictions

• Customer refusal without authorization

Where permitted by law, the customer may be responsible for reasonable and verified charges resulting from customer-controlled circumstances, including:

• Redelivery fees

• Storage fees

• Rescheduling fees

• Return transportation fees

• Additional labor

• Specialized equipment requested by the customer

Any additional charge must be disclosed before the additional service is performed whenever reasonably possible.

12. Service Refusal for Safety Reasons

The delivery team may refuse or stop a service when it reasonably determines that completing the service may:

• Injure a person

• Damage the product

• Damage the property

• Violate building rules

• Violate safety requirements

• Require excluded services

• Require equipment or labor not included in the order

Where possible, the product may be placed at the nearest safe and accessible delivery point.

A safety-based service limitation does not automatically entitle the customer to a refund of a completed delivery charge.

Any unresolved issue will be reviewed under the applicable policies and circumstances.

13. Changes and Cancellations

Requests to add, remove, or cancel White Glove Delivery should be submitted as soon as possible.

Contact:

Email: support@orellan.com

White Glove Delivery cancellation is not guaranteed after:

• The service has been assigned to a carrier

• The delivery appointment has been scheduled

• The shipment has reached the local terminal

• The service has begun

• Non-refundable carrier costs have been incurred

Refund eligibility for canceled or unused White Glove Delivery is governed by the Billing Terms and Conditions and Return and Refund Policy.

If the service has already been completed, the White Glove Delivery charge is generally non-refundable.

14. Returns After White Glove Delivery

White Glove Delivery does not change the product’s return eligibility.

Eligible returns remain subject to the Return and Refund Policy.

For approved change-of-mind returns:

• The customer is responsible for return shipping costs

• The original White Glove Delivery fee may be non-refundable after the service has been completed

• Return pickup or re-packaging services are not automatically included

• The customer must follow the approved return instructions

Orellan does not charge a restocking fee under the current Return and Refund Policy.

For verified damaged, defective, incomplete, or incorrect items, Orellan will provide an appropriate remedy under the Return and Refund Policy.

15. Damage to Property

Customers should identify fragile surfaces, restricted areas, delicate flooring, narrow passages, and other relevant conditions before delivery begins.

The customer should notify the delivery team of known risks.

Claims involving alleged property damage should be reported promptly and should include:

• Order number

• Delivery date

• Description of the damage

• Photographs

• Video, where available

• Delivery receipt

• Relevant building or carrier records

Orellan or the applicable carrier may request additional documentation to investigate the claim.

Normal contact required to deliver or assemble furniture is not necessarily considered property damage.

16. Service Providers

White Glove Delivery may be performed by independent carriers, freight providers, local delivery companies, or assembly teams.

These providers may be subject to:

• Their own safety procedures

• Insurance limitations

• Building access rules

• Service-area restrictions

• Appointment requirements

• Local operating conditions

The exact service method may vary by location and carrier, but the included service will not exceed the scope described in this policy unless separately agreed in writing.

17. Service Area

White Glove Delivery is available only in eligible locations within the contiguous United States.

It is not available for:

• Alaska

• Hawaii

• Puerto Rico

• Guam

• Other U.S. territories

• APO addresses

• FPO addresses

• DPO addresses

• P.O. Boxes

• Locations outside supported carrier service areas

Availability will be confirmed during checkout or order review.

18. Changes to This Policy

Orellan may update this White Glove Delivery Service policy to reflect changes in:

• Carrier services

• Pricing

• Service coverage

• Product eligibility

• Operational requirements

• Legal requirements

The updated policy will be posted with a revised “Last Updated” date.

Changes will not retroactively increase the White Glove Delivery fee for an order that has already been accepted and paid.

19. Contact Information

For questions about White Glove Delivery, product eligibility, access requirements, delivery appointments, or Certificates of Insurance, contact:

Orellan Customer Support Team

Email: support@orellan.com
Phone: +1 (855) 608-0111

Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM (GMT+8)

When contacting us, please include:

• Order number, if available

• Product name or product link

• Delivery ZIP code

• Number of eligible furniture items

• Number of dining chairs

• Stair or elevator information

• Building access restrictions

• Certificate of Insurance requirements

• Any other relevant delivery details

Operated by:
Jiangxi Ruer Technology Co., Ltd.