DELIVERY & INSPECTION POLICY (WHITE-GLOVE ONLY)

Effective date: January 1, 2026
Last updated: January 1, 2026

This Delivery & Inspection Policy explains how white-glove delivery works at GAROFANO and what you must do to ensure a successful delivery and protect your rights in the rare event of damage or missing items. This Policy is part of (and incorporated into) our Terms and Conditions.

1. White-glove delivery: what to expect
   All GAROFANO orders are delivered via white-glove delivery. White-glove delivery typically includes:
   • Appointment scheduling (you select a delivery window offered by our carrier).
   • In-home delivery to your room of choice (where access permits).
   • Unpacking and placement.
   • Basic packaging removal (subject to local carrier rules and building requirements).

Important: White-glove delivery does not include installation requiring tools, wall mounting, electrical work, plumbing, or removal of your existing furniture unless expressly agreed in writing.

1. Scheduling and delivery windows
   • When your order is ready, our delivery team (or logistics partner) will contact you to schedule a delivery appointment.
   • Delivery windows are estimates. Carrier route constraints, weather, and other operational factors may affect exact arrival time.
   • Someone 18+ must be present to accept delivery and sign the delivery documents. If you cannot be present, you may designate an authorized representative in writing.
2. Access and fit: your responsibility (critical)
   You are responsible for ensuring the product can be delivered safely into the intended space. This includes measuring all relevant access points before ordering and again before delivery.

Pre-delivery checklist (measure and confirm in advance)
A. Entry and interior clearances
• Front door / entry door clear width and height (measure inside the frame).
• Hallway widths and turning radius (tight corners, L-turns, landings).
• Stairwells: width, headroom, number of turns, landing sizes, handrails/bannisters that reduce clearance.
• Elevators: interior cab dimensions, door opening dimensions, and weight limits.
• Apartment/condo restrictions: service elevator requirements, delivery hour rules, protective coverings, COI (certificate of insurance) requirements.

1. Building and route logistics
   • Reserve service elevator (if required) for the full delivery window.
   • Confirm loading dock access or legal parking for the delivery truck.
   • Confirm gate codes, concierge instructions, and any access credentials.
   • Confirm that the delivery route is free of obstructions (construction, narrow gates, low ceilings).
2. Product fit planning
   • Compare your measured clearances against the product’s packaged dimensions (not just assembled dimensions).
   • Confirm the product’s orientation and “largest rigid dimension” (e.g., sofa frame depth/height), especially for stair turns.
   • If you have any uncertainty, contact us before delivery at info@garofano.store and request a fit review.

If delivery cannot be completed due to access constraints, refusal, or incorrect information, you may be responsible for additional carrier charges, including re-delivery and/or storage fees.

1. Day-of delivery: inspection and sign-off (do not skip)
   White-glove delivery includes unpacking. You (or your authorized representative) must inspect the items before signing the delivery completion documents.

What to do during delivery (step-by-step)

1. Verify the number of packages/items delivered matches the delivery paperwork.
2. Inspect each item carefully after unpacking:
   • Corners, edges, legs/feet, seams, upholstery panels, armrests.
   • Surfaces and finishes under direct light (top, sides, and visible underside).
   • Hardware, drawers, doors, and moving parts (open/close to confirm alignment).
3. If you see an issue, note it clearly on the delivery documents before signing.
   Examples: “Scratches on left side panel,” “Tear on upholstery seam,” “Leg cracked,” “1 of 2 boxes missing.”

Signing delivery documents
By signing as “received in good condition” without notes, you confirm the delivery was completed satisfactorily at that time. This is why inspection is essential.

1. Damage, defects, and missing items: reporting rules
   A. Visible damage or missing items at delivery
   • Note the issue in writing on the delivery paperwork/bill of lading before signing.
   • Take clear photos immediately (minimum 3 angles per issue).
   • Keep packaging until the claim is resolved.

1. Concealed damage discovered after delivery (48-hour rule)
   If you discover an issue after the delivery team leaves, you must notify us in writing within 48 hours of delivery.

This is a strict requirement. Claims submitted after 48 hours may be denied to the extent permitted by law.

To report within 48 hours, email info@garofano.store with:
• Subject line: “Delivery Issue – [Order Number]”
• Photos and/or video (wide shot + close-ups)
• Description of the issue and the affected item(s)
• Confirmation that you have retained the packaging

1. Packaging retention requirement
   Keep all original packaging and materials until your claim is resolved. Discarding packaging can prevent carrier recovery and may limit available remedies.

1. What is considered a defect vs. normal variation
   GAROFANO products use natural materials and hand-finished processes. The following are not considered defects and are not eligible for damage/defect remedies:
   • Natural wood grain, knots, tonal shifts, and pattern variation.
   • Natural leather character marks, minor creases, and texture variation.
   • Stone veining and tone variation.
   • Minor variations in finish tone or sheen between pieces or batches.
   • Minor dimensional tolerances consistent with manufacturing standards.

If you are unsure whether something is normal variation or damage, report it within the 48-hour window with photos and we will advise.

1. Resolution process (what we may do)
   If a claim is verified as shipping damage or a manufacturing defect, our remedies may include (at our option):
   • Repair (in-home or workshop service).
   • Replacement part(s).
   • Remake/replacement of the affected item.
   • A reasonable partial refund if repair/replacement is not commercially reasonable.

Because our items are made-to-order, replacements may require production time.

1. Failed delivery, postponements, storage, and re-delivery fees
   • Missed appointments or refusal to accept delivery may result in re-delivery fees charged by our carrier.
   • If you postpone delivery at short notice (typically within 1 business day), carrier fees may apply.
   • If you do not take delivery within 30 days after we notify you the order is ready, storage fees may apply as described in our Terms and Conditions.
2. Contact
   For delivery scheduling questions, access/fit reviews, or damage claims:
   Email: info@garofano.store
   Recommended subject lines:
   • “Delivery Scheduling – [Order Number]”
   • “Fit Question – [Order Number]”
   • “Delivery Issue – [Order Number]” (48-hour rule applies)