What Happens After You Order: Lead Times and Delivery Day

You've placed the order. Now what?

Because our furniture is handcrafted from solid wood rather than mass-produced, the process between "order confirmed" and "sofa in your living room" looks a little different from ordering something off a shelf. Here's exactly what happens, so the wait feels informed rather than uncertain.

Processing: the first day or two

Once your order is placed, it moves into processing. This typically takes 1–2 business days, during which your order is confirmed, allocated at the fulfilment centre, and prepared for dispatch. Processing times can run longer during busy periods, holidays, or if there's a supply chain disruption — but for most orders, this stage is quick.

You'll receive a confirmation email as soon as your order is placed, and a further update once it ships.

Dispatch and delivery: what to expect

Ready-to-ship pieces are typically delivered within 3–7 business days of dispatch. Furniture is shipped from our US fulfilment centres — including facilities in New Jersey and California — and depending on the item, it may travel by parcel carrier, freight carrier, or a specialist furniture delivery partner.

Shipping is complimentary across the US on every order, and every piece is delivered fully assembled. There's no flat-pack box to wrestle with in your hallway — what arrives is what goes straight into your room, once it's through the door. (If you haven't already checked that it will get through the door, our guide to measuring for delivery is worth five minutes before delivery day.)

If you've ordered more than one item, don't be alarmed if they arrive in separate shipments on different dates — this is normal, and doesn't mean anything is missing from your order.

Tracking your order

Once your order ships, you'll be able to follow its progress at Track Your Order. Tracking updates for large furniture items can behave a little differently from a standard parcel — because these pieces move through freight and specialist carriers rather than a typical courier network, updates sometimes arrive in bigger jumps rather than the constant ping of a small parcel tracker. That's normal, not a sign something's wrong.

Delivery appointments

For some large items, the carrier will contact you directly to schedule a delivery appointment before the item arrives. If you hear from a carrier, it's worth responding promptly — missed appointments can mean redelivery, storage or handling charges, none of which anyone wants to deal with over a table.

Make sure your delivery information is accurate and complete before dispatch: full address, correct ZIP code, phone number and email, plus any gate codes, elevator restrictions or building access notes the carrier should know about. If your address needs to change, contact us immediately — once an order has been processed, packed or dispatched, changes may no longer be possible.

On delivery day

Depending on the item and your location, delivery may be curbside, doorstep, threshold, or room-of-choice. Unless it's stated on your product page or order confirmation, standard delivery doesn't include carrying items upstairs, moving them to a specific room, or removing packaging — so it's worth knowing in advance which service level applies to your order, and having a plan for getting the piece into place once it's inside.

Once it arrives: inspect before you settle in

As soon as your delivery arrives, take a moment to inspect it properly before you get swept up in arranging the room around it.

If the outer packaging looks damaged, photograph it before opening.
Check the item itself for damage, defects, or anything that doesn't match your order.
If there's an issue, contact us at support@mercerandgray.com within 24 hours of delivery, with your order number and clear photos.
Hold on to the box and packaging materials until you're completely happy with the piece — they may be needed if a claim needs investigating.

This quick check is the only step that's genuinely time-sensitive. Everything else about settling a new piece into your home, you can take as slowly as you like.

Questions along the way

If anything about lead times, tracking, or your delivery date isn't clear, our team is reachable at support@mercerandgray.com at any point between placing your order and the piece arriving at your door — not just after something's gone wrong.