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WHITE GLOVES


At Avenrel, our White-Glove Delivery Service provides professional in-home delivery for furniture and lighting, including careful handling, unpacking, placement, and standard furniture assembly where required.
White-Glove Delivery is an optional paid service and is separate from our complimentary standard shipping.
What’s Included
Service Included
Room-of-Choice Delivery Delivery to your preferred room, subject to safe and reasonable access
Professional Unboxing Removal of protective cartons, wrapping, and packaging
Standard Furniture Assembly Basic assembly where required
Placement Positioning of the item in your preferred location
Packaging Removal Removal of delivery-related packaging after service
White-Glove Delivery does not include hardwired lighting installation, wall mounting, mirror or artwork installation, moving existing furniture, structural modifications, hoisting, crane service, or other specialty installation work.
Hardwired lighting must be installed separately by a qualified electrician.
White-Glove Service Options
Standard White Glove
Suitable for:
  • Houses and townhomes
  • Apartments and condos with suitable elevator access
  • Deliveries requiring up to 2 flights of stairs
  • Properties with normal building and delivery-truck access
White Glove Plus
Please select White Glove Plus if any of the following apply:
  • Delivery requires 3–5 flights of stairs without a usable elevator
  • Your building requires special arrangements such as a COI, reserved freight elevator, loading dock, or restricted delivery hours
  • A standard delivery truck cannot safely access the property or entrance
  • Furniture must be carried more than 150 ft from the unloading point to the building entrance
If you are unsure which service applies, please contact us before checkout.
White-Glove Pricing
White-Glove pricing is based on a billable item count determined by the weight of each item.
Item Weight Billable Item Count
Under 390 lbs 1 billable item
390 lbs and above 2 billable items
The billable item counts for all items in the same order are combined to calculate the final service fee.
Service First Billable Item Each Additional Billable Item
Standard White Glove $300 +$200
White Glove Plus $500 +$200
For example, one item weighing 150 lbs and one item weighing 480 lbs equals 3 billable items.
  • Standard White Glove: $700
  • White Glove Plus: $900
The order in which items are added does not affect the calculation.

Service Booking & Changes

White-Glove Delivery is an optional paid service that may be requested when placing an order or added afterward.

Customers may request to add White-Glove Delivery at any time before the freight carrier contacts them to schedule final-mile truck delivery, even if the order has already shipped.

Once the freight carrier has contacted the customer to arrange final-mile delivery, White-Glove Delivery can no longer be added.

All service upgrades are subject to availability, applicable fees, and confirmation by Avenrel. Please contact support@avenrel.com as early as possible to arrange this service.

Before Delivery
Customers are responsible for confirming that all purchased items can safely pass through the full delivery path and fit in the intended room.
Please check:
  • Entrances and doorways
  • Hallways and turning clearance
  • Stairways and landings
  • Elevator doors and interior dimensions
  • Final room entrance
For apartments, condos, and managed buildings, please also confirm any COI, freight elevator, loading dock, delivery-hour, or building-approval requirements before delivery.
Please review our [Measurement Guide] before placing your order.
Delivery Access & Customer Responsibility
A delivery may be considered a customer-responsible failed delivery if the delivery team cannot safely complete service because of:
  • Insufficient doorway, hallway, stairway, elevator, or turning clearance
  • The item not fitting inside or through an elevator
  • Required COI or building approval not being arranged
  • Freight elevator or loading dock not being reserved
  • Inaccurate or incomplete delivery-access information
These situations are not considered product defects, shipping damage, or delivery errors.
An adult authorized to accept the delivery must also be present during the scheduled delivery appointment.
If Delivery Cannot Be Completed
If White-Glove Delivery cannot be completed because of customer-responsible measurement, access, or building conditions, the following terms apply:
Situation Applicable Charge
White-Glove service has been scheduled or performed The applicable White-Glove service fee is non-refundable, subject to the terms confirmed at booking.
Redelivery is requested A new delivery service fee and any applicable transportation charges may apply.
The customer requests an eligible return The customer is responsible for actual return shipping costs plus a 10% return processing fee calculated on the order amount.
Additional specialized services are required Any separate, necessary charges will be disclosed and agreed upon in advance. Costs already covered by the 10% return processing fee will not be charged again.

 

The 10% return processing fee includes restocking, warehousing, and product depreciation costs, as outlined in our Return & Refund Policy.

If an item cannot be safely delivered into the intended room because of insufficient clearance, restricted access, or inaccurate customer measurements, the customer remains responsible for the resulting delivery failure and applicable charges.

These customer-responsible charges do not apply when the delivery failure results from a confirmed product defect, shipping damage, an incorrect item, or an error attributable to Avenrel or its authorized delivery provider.

For complete return eligibility requirements and refund procedures, please refer to our Return & Refund Policy.

Re-Delivery
If delivery cannot be completed but the customer wishes to arrange another delivery attempt, re-delivery may be available once the access issue has been resolved.
A new White-Glove Delivery fee will apply, and additional storage, transportation, or handling charges may also apply where applicable.
Damage or Delivery Error
Customer-responsible failed-delivery charges do not apply when delivery cannot be completed because of:
  • A verified product defect
  • Damage occurring during transportation under our responsibility
  • An incorrect item delivered by Avenrel
  • A verified error made by Avenrel or our authorized delivery provider
Customers should inspect the item upon delivery whenever reasonably possible and note any visible damage on the delivery receipt.
Please photograph any visible product or packaging damage and contact our customer care team promptly.
Need Assistance?
If you are unsure whether your furniture will fit through the delivery path or whether Standard White Glove or White Glove Plus is appropriate for your property, please contact us before ordering.
Email: support@avenrel.com
Response Time: Within 24 business hours, Monday through Friday.