Managing your Order
When will my order arrive?
- Standard items: Ship in 2–5 business days
- Freight items: Ship in 5–14 business days with delivery coordination
Delays may occur based on location, carrier, or holidays.
How do I track my order?
You can easily track your order by logging into your Basswood Lane account and visiting the Order History section. Once your order has shipped, tracking information will be displayed and updated in real time as the carrier provides status updates.
- For small parcel shipments, your order will typically ship via FedEx or UPS. You may also track the package directly through the carrier’s website using the tracking number provided.
- For freight or oversized items, tracking is handled by a freight carrier. A representative from the carrier will contact you directly to schedule delivery. You may also track your shipment or reach out to the carrier using the information provided in your shipping confirmation.
If you need further assistance, please open a support request through our Contact Us form, and a member of our support team will be happy to assist you.
Will my order arrive all at once or in multiple shipments?
Some items may ship separately depending on their warehouse location or carrier type. You’ll receive tracking information for each shipment once it's available.
Do I need to be home to receive my delivery?
Yes. All freight and high-value deliveries require a signature at the time of delivery. For parcel orders, some carriers may leave the package at your door if safe to do so.
Can I cancel or change my order?
Orders may be canceled within 24 hours of placement. After that window, your order may already be in processing or transit and cannot be modified. Please reach out to our team for assistance as soon as possible.
How do I request a return or exchange?
To initiate a return, contact our Client Support team at return@basswoodlane.com or submit a request through our Contact Form. Returns require prior authorization and will not be accepted without a return approval.
What should I do if my item arrived with missing or damaged parts?
If your order is missing parts or arrived with incomplete hardware, we're here to help. Please contact our support team at support@basswoodlane.com or submit a request through our Contact Us form. Be sure to include:
- Your order number
- The part number from the assembly instructions or manual
- A brief description of the issue (if applicable)
We’ll review your request and provide the necessary replacement parts to help complete your assembly.
If the part was accidentally damaged during installation, we may still be able to provide a replacement at no cost. In some cases, shipping fees may apply.
You’re welcome to request an exception by opening a support case, and our team will do their best to assist you promptly.
Do you offer white glove or inside delivery?
Standard freight delivery includes curbside service only. White glove or inside delivery is available for an additional fee upon request and must be arranged in advance.
Frequently Asked Questions
What is your return policy?
We accept returns within 30 days of delivery for most items in new, unused condition and in their original packaging. Please note that freight items, customized products, and final sale pieces are not eligible for return unless damaged or defective. Prior authorization is required for all returns. To begin, contact us at return@basswoodlane.com.
Do you accept returns for oversized or freight shipments?
Freight and oversized items are eligible for return only if they arrive damaged, defective, or incorrect, and must be reported within 7 days of delivery. Due to the nature of these items, unauthorized returns will not be accepted. Please contact our support team prior to initiating any freight return.
Do you offer refunds?
Yes. Once your return is received and inspected, you will be notified via email. If approved, your refund will be issued to the original form of payment within 5–10 business days. Shipping fees are non-refundable.
What items are non-returnable?
Certain items are final sale, including:
- Clearance or outlet merchandise
- Customized or made-to-order pieces
- Used, assembled, or installed products
- Freight items (unless authorized for return due to issue)
What if my item arrives damaged or defective?
Notify us within 7 days of delivery at claims@basswoodlane.com with photos of the item and packaging. We’ll arrange a replacement or refund at no cost to you.
Do you ship outside the continental U.S.?
Currently, we ship only within the continental United States. We do not ship to Hawaii, Alaska, Puerto Rico, or other U.S. territories.
How are shipping fees calculated?
Shipping costs are calculated based on item size, weight, and destination. Fees will appear at checkout. Promotional free shipping offers apply automatically when available.
Do you deliver to PO Boxes?
We can ship to PO Boxes only when the selected item meets postal delivery standards. Please note that larger items, including most furniture and oversized decor, require a physical street address for proper delivery, as they cannot be accommodated by standard PO Box services. If a PO Box is provided for an item that requires a physical address, our support team will reach out to coordinate an alternative.
About Basswood Lane
Is Basswood Lane the seller of every product listed?
Not always. Basswood Lane is both a luxury retailer and a curated marketplace. While many items are sold directly by us, some are fulfilled by approved third-party sellers who meet our quality and service standards.
Are your products new or do you sell open-box items?
All items are brand new, sourced directly from manufacturers or trusted vendors. We do not sell used, refurbished, or open-box items unless clearly stated.
Do you have a physical store or showroom?
Currently, we operate exclusively online. This allows us to offer a wider range of luxury goods without the limitations of physical retail space.
Where is Basswood Lane based?
We are proudly based in California, United States with operations across the U.S. Our fulfillment network includes vetted domestic and international partners to ensure fast and secure delivery.
What makes Basswood Lane different?
We combine luxury craftsmanship, editorial curation, and exceptional service. Our marketplace is designed to offer timeless, high-quality furniture without compromising on integrity or design.
Does Basswood Lane offer price matching or adjustments?
At this time, we do not offer price matching to other retailers, as our pricing reflects the exclusive partnerships, craftsmanship, and service experience curated at Basswood Lane.
If you experienced an issue during checkout — such as a promotional code not applying correctly or a valid sitewide promotion not being reflected at the time of purchase — please contact our team within 7 days of your order. We are happy to review and, if eligible, apply a one-time price adjustment to honor the active promotion.
Please note:
- Promotions must have been active at the time of your purchase.
- We cannot retroactively apply promotions that have expired.
- Price adjustments cannot be combined with future offers or other discounts.
To request a review, email support@basswoodlane.com or submit a request through our Contact Us form with your order number and promotion details.