Damages & Claims

We work with the finest carriers in the industry, but even with careful handling, damage can occasionally occur in transit. This page tells you exactly what to do if your item arrives with a problem — and what to expect from us next.

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How to Start a Claim

Contact us at hello@sutterandvale.com within 48 hours of delivery with the following:

• Your order number
• Clear photos of the damage (close-up and wide-angle)
• Photos of the original packaging, including any visible damage to the box or crating
• A brief description of the issue

We will respond within 1–2 business days with next steps. Claims submitted after 48 hours of delivery may not be eligible for repair or replacement.

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Freight & White Glove Delivery Damage

If your item arrived via freight or White Glove carrier:

• Inspect the item before the driver leaves. Open packaging and visually confirm the piece is undamaged.
• Note any damage on the Bill of Lading (BOL) before signing. This is critical — signing without noting damage may limit your claim options.
• If damage is extensive, you have the right to refuse delivery. Contact us immediately at hello@sutterandvale.com if you choose to refuse.
• Retain all original packaging materials until the claim is fully resolved.

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Parcel Delivery Damage (UPS / FedEx)

If your item arrived via UPS, FedEx, or similar parcel carrier:

• Open and inspect your item within 48 hours of delivery.
• Report any damage to us at hello@sutterandvale.com with photos of the damaged item and its packaging.
• Retain all original packaging — we may need it for a carrier claim on our end.

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Missing or Incorrect Items

If something is missing from your order or you received the wrong item, contact us within 48 hours of delivery at hello@sutterandvale.com with your order number and a description of the issue. We will resolve it promptly.

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Our Claims Process

At Sutter & Vale, we take damage claims seriously. Once we receive your claim documentation:

1. We will open a claim with the carrier on your behalf.
2. Depending on the nature of the damage, resolution may include repair by a qualified furniture technician, partial credit, or full replacement.
3. We will keep you informed at every step. Most claims are resolved within 5–10 business days.

Our preferred resolution is repair first when feasible, as this is often the fastest path to a beautiful outcome and avoids lengthy reorder lead times. If repair is not possible, we will offer a replacement or credit.

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Natural Variation Disclaimer

Natural materials — wood, stone, leather, hand-applied finishes — will exhibit variation in color, grain, texture, and tone from piece to piece and from product photography. These characteristics are not considered defects and are not eligible for a damage claim. They are a defining feature of handcrafted luxury furniture.

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Open-Box Items

Open-box and as-is items are sold in their current condition. These items are not eligible for damage claims, as their condition is disclosed at the time of purchase.