Delivery

Shipping and returns

Shipping Costs
We ship worldwide. Unless otherwise noted, all shipping costs are paid by the customer. Shipping costs depend on the size and destination of your order. We always try to find the best available rate to your destination or we can work with your own carrier if you wish. Shipping fees include handling and packing fees as well as postage costs.
Please note that when shipping internationally, local customs taxes and duties may apply. These costs are the buyer's responsibility.

Calculating Shipping Quotes
If you decide to use shipping services provided by Nekonato Gallery and our partners, please note that shipping quotes are determined by dimensional weight of the item, which is based on the item size, not the actual weight, and shipping distance.

Pre-quoted shipping is based on dimensional weight and includes shipping to the entire continental US. This cost is often subsidized, as the actual cost can be higher than the pre-quoted prices. Generally, shipping prices to the rest of the world require requesting a specific quote.

After placing your order, you will be able to choose a pre-quoted shipping or request a quote from us. We will send you an email to provide you a link to a shipping quote within 24 to 48 hours. After reviewing this quote, you will be redirected to your order so that you can complete the purchase. Do not worry, the items in your order will be reserved for you until this process is complete. If you reject the quote, your order will be canceled and you will not be charged.


Delivery Methods
After receipt of payment, we start working on preparing an item for shipment. Please note that handling, which includes disassembly and packaging, may take up to 7 days.
We have partnerships with the world's best shipping providers to facilitate seamless and fully insured delivery from our location directly to you, wherever you are in the world.
Normally, larger items to Europe are delivered by road by a small independent shipping company. International shipments to the US and the rest of the world are usually delivered by plane, fully insured, to your doorstep, in a specially built wooden crate to avoid damage during shipping. Smaller items are delivered by a parcel delivery service.
Here are the different delivery methods we offer:

Front Door:

• Delivered to the first available dry area outside of your house or building (front door, landing area, porch, garage, etc.).
• If there is safe entry to an apartment building, and size permits, the item may be delivered inside the lobby or to your floor.
• Includes item collection, packing, shipping and full insurance.
• Electronic tracking is sometimes available.
• Does not include unpacking, inspection, assembly or installation.
• A crate may be used to provide maximum protection.
• Please make sure the item will fit through any doorways, hallways, stairwells or elevators.
• Signature is required at delivery.

Standard and Express:

• Delivered by a parcel delivery service (such as DHL, FedEx, or UPS).
• Includes full insurance.
• Electronic tracking is available.
• Signature is required at delivery.

Small Independent Shipping Provider:

• Item collected and hand-delivered via a local delivery company.
• Includes item collection, light packing (blankets and/or bubble wrap) and shipping to your front door.
• Signature is required at delivery.

Unfortunately, we do not offer White Glove delivery.

Delivery time
All items usually ship within 7 business days after payment is received, unless additional services like re-upholstery or restoration are ordered by the client. The delivery time normally takes from 9-15 days.

Scheduling a Delivery
If your piece is being handled by a smaller independent shipping provider (normally by road, in Europe), the carrier will contact you 24 to 48 hours prior to the delivery date to schedule a convenient drop-off window, usually between 2 and 4 hours wide.
 
With parcel carrier, it's generally more difficult to schedule a delivery, but we recommend you contact them directly to make delivery arrangements.

Returns
We want you to be happy with every piece you buy from Nekonato Gallery. In the event you receive an item that has condition issues not posted online or discussed prior to your purchase, you may request a return by writing us within 7 (seven) calendar days of receiving your order for a refund. The buyer is responsible for all return shipping fees and for any damage the item may incur during such time. Sorry, made-to-order items are not eligible for return.
Please be sure to inspect the item immediately upon delivery, and contact us within 3 calendar days if there are any issues.


How to report an issue?

• If you are asked to sign for the delivery, inspect the item first. In all cases, note any issues you find within the shipping provider's official paperwork. Keep all packaging and shipping documents. Contact us no later than 3 days after delivery and provide photos of any discrepancies, condition issues, or damages that weren't disclosed on the website. We recommend taking both close-ups of the areas of concern, and photos of the item as a whole.
• If you receive an item that appears to have been damaged in transit, make sure to note the specific areas of damage, and keep or take photos of the original packaging so we can file a claim with the carrier. Make sure to inspect the goods upon arrival and sign them as “box/crate unopened, goods not inspected” if there is no time or the shipper says he/she has to leave immediately. This is important for insurance purposes. Let us know there's an issue as soon as you receive the item, and depending on the extent of the damage, we'll either work with you to have the item repaired and restored, or arrange for a return.

• If you receive an item that is very different from the listing description, please follow the same process and contact us within 3 days of delivery.

• If the wrong item has been shipped, contact us immediately. We'll work to arrange for the correct item to be shipped.

• If you believe your item was lost in transit, contact us and we'll do what we can to find a solution.

You are welcome to request more information by contacting us at: info@nekonato.com.