CONTACT US
For wholesale or designer inquiries, please contact a regional sales representative
Telephone: 844.354.2925
Email: [email protected]
Hours of Operation
7am to 5pm PST
Monday thru Friday
For personal service and to confirm availability
For consumer inquiries, partner with an interior designer or visit a nearby homestore or design studio. You may also purchase directly using olystudio.com or a regional NY field representative @212.219.8969
ORDER INFORMATION
Types of Orders, Order Status and Tracking Information
• Instock products generally ship from the Reno, NV distribution center within 72 hours. Transit time will vary per shipping method (see below). A tracking number will be emailed after products ship.
• QuickShip products generally arrive at the Reno, NV distribution center within 6 - 8 weeks. Transit time will vary per shipping method (see below). A tracking number will be emailed after products ship.
• Products that are not in-stock must be made to order and are considered special orders.
Estimated order status for special orders will not be available until approximately 8 - 10 weeks after the order is placed. Manufacturing times will depend on the product. Oly welcomes status inquiries as the estimated arrival date to the distribution center approaches. At this time, Oly can provide better details on order status.
Arrival dates to the Reno, NV distribution center are best estimates and can vary based on the product craftsmanship and availability of materials.
Transit time will vary per below. A tracking number will be emailed after products ship.
Cancellations
Cancellations on in-stock and quick ship products can be made prior to products leaving the warehouse, usually within 48 hours of placing and then confirming the order. In transit products that are cancelled incur a 25% restocking fee.
Please pay close attention to finish, fabric and top options when ordering. Cancellations of special orders may be made within 48 hours of purchase. After 48 hours placing and then confirming the order, special orders are not returnable, refundable or exchangeable.
If you would like to cancel your order, you may do so by emailing [email protected] or calling 775.336.2100; or for more personal service calling / emailing your inbound sales representative directly within 48 hours of placing the online order. After 48 hours, orders will be treated as a Return (see below policy).
Order Placement
Shopping at Olystudio.com is simple and secure. Browse through the store and find products a la cart or check out fresh design ideas on the Inspiration pages to Shop the Oly Look.
To purchase an in-stock product, click the “Add to Cart” button and the products will be placed in the shopping cart. Some products may have additional shipping charges due to their size, weight or handling requirements. These additional costs ensure that the products are packaged appropriately and arrive in perfect condition in your home.
Check the finish, quantity, agree to terms and conditions; and then click on “Place Order.”
All credit card information is protected by Authorize.Net, an industry leader in encryption.
Credit cards will be charged at the time of checkout for products in the shopping cart. If you receive notice that products are backordered and therefore special order, you can cancel the order and your card will be refunded. Note transactions must be cancelled within 2 business days. If there is a question concerning regarding your order, please contact our Customer Care Center at [email protected] or call 775.336.2100; or for more personal service call / email your inbound sales representative directly and provide the order number.
Payment Options
Oly accepts Visa, MasterCard, American Express, Discover and Diner’s Club. Credit cards are charged as soon as an order is placed.
Order Confirmation
Order confirmations are automatically sent to the billing email address supplied during checkout. If you do not receive a confirmation when placing your order online within 48 hours, please contact our Customer Care Center at [email protected] or call 775.336.2100; or for more personal service call / email your inbound sales representative directly.
Upon receiving your order confirmation via email please review all aspects of the order for finish and fabric accuracy. Order corrections must be made within 48 hours from the time you receive the order confirmation.
Orders changed after 48 hours will be assessed a 25% restocking fee. Orders will not be considered changed, unless a confirmation email outlining the changes requested is received. Upon receipt of this email, confirm the change order.
Transit Times from Distribution Center to In-Home
• In-stock products typically ship from our distribution center in Reno, NV within 72 hours after an order is placed.
• Quick ship orders will take 4 - 8 weeks to arrive at our Reno, NV distribution center. Individual delivery times will vary depending on the product.
• Special orders that are made to order will take 8+ weeks to arrive at our Reno, NV distribution center. Individual delivery times will vary depending on the product.
Arrival times to the Reno, NV distribution center are estimates and are not be guaranteed. Shortages in raw materials, severe weather conditions and production backlogs can delay shipments. Oly will do its best to communicate delays proactively.
Rest assured Oly’s hand crafted product is well worth the wait.
• Orders sent via "UPS Ground" or “FedEX Ground” on average spend 3 - 7 business days in transit
• Orders sent via Common Carrier on average spend 7 -15 business days in transit
Please keep in mind that these transit times are in addition to manufacturing times
Shipping Options
Oly offers multiple services for delivery to your home. Please review the options below and if in doubt, please contact [email protected] or call 775.336.2100; or for more personal service call / email your inbound sales representative directly. Larger, heavier or fragile products must ship white glove. Specific delivery service must be noted at the time of the order.
Note the order will ship as the products become available and may not ship together.
• Fedex Ground for small, less fragile products
• Curbside delivery to either a residence or a business via a freight carrier. This does not include breaking of the skid, debris removal or assistance into the home. Oly does not provide curbside deliver to NYC.
• White glove service is a premier service and includes the scheduling of an appointment, residential delivery to a room of choice, light assembly and removal of debris. This service is an additional $550. The end customer will receive a call from the freight company to schedule a delivery appointment. It is the end-customer’s responsibility to ensure that the product will fit into the respective door frame or elevator shaft. White glove does not include professional installation of lighting or stabilizing larger items by securing them to a wall (shelving/mirrors, etc.)
Please note that all products must be opened and inspected at the time of delivery and the delivery receipt noted appropriately. Customer has the right to refuse delivery if product has been damaged in transit. This allows Oly to pursue a carrier claim on your behalf for any freight/handling damages and assist with a repair or replacement. If products are accepted as good and the carrier released, all freight/handling damages become the responsibility of the customer and Oly will be unable to assist with replacement/repair or refund.
Tracking Information
Once product is delivered to Reno, NV and passes quality inspection and is en route a tracking number will be sent out.
Return Policy
Each hand-made item incorporates a variety of natural materials with inherent variations in grain, tone, striation, and color. As such expect a degree of variation from fabric and finish samples, photos displayed in catalog, website and products in store. If in doubt, you have the option to purchase through a designer who has a sample kit or an authorized retailer.
Oly accepts returns for in-stock products in original condition with original packaging within 7 business days of delivery. Product returns of in-stock products must be requested within 7 business days of delivery. Keep original packaging. Products not in original condition with original packaging will be neither accepted nor credited.
All special orders are final sales as they are custom made to order. Returns and exchanges are not accepted on special orders
Be aware
• Original shipping charges and return shipping charges are non-refundable.
• Free outbound shipping is not refundable as services have already been rendered and charges were not incurred by client.
• Packaging materials must be saved ensure safe return.
• Oly charges a 25% restocking fee for all returns.
• Credit card purchases will be refunded to the card used in the original purchase upon product inspection
After 7 business days, in-stock products in original condition may be accepted in exchange for online credit only. The credited amount will be net of a 15% restock fee and the incurred freight charges. Online credit expires after 1 year. After 14 business days, product returns of in-stock products are not accepted.
To Process a Return
• Be aware that Oly charges a nominal 25% restocking fee for returns.
• Keep the original packaging. Products that are not in original condition and packaging upon arrival at our distribution center will be not be credited or accepted.
• Email [email protected] to be assigned a Returns Merchandiser Authorization number (RMA – RMA stands for Return Material Authorization). The returns office is open Monday – Friday from 9am to 5pm PST.
• Be aware that original shipping charges and charges incurred to ship the product back to the distribution center are non-refundable. Return shipping charges will be deducted from the amount of the merchandise. If you misplaced or discarded the original packaging, the shipping company will assess a charge to re-pack the item(s) in appropriate packing materials.
• Credit card purchases will be refunded to the card used in the original purchase.
• After 14 business days, eligible products can be returned in exchange for online store credit. Online credit expires after 1 year.
• Other retailers cannot facilitate returns. Oly cannot accept returns for purchases made from other retailers.
The following items are final sale and therefore cannot be returned or exchanged.
• Special / Custom orders
• Products purchased on sale
• Attic List products
• Auction / One of a Kind products
• Jewelry / Handbags
• Standard products that have been received by the customer for more than 30 days
Exchange Policy
All special orders are final sales as they are made to order. Returns and exchanges are not accepted on special orders.
Small décor exchanges items may be accommodate on a one-time basis per order but shipping charges are non refundable per above.
Unfortunately, furniture items are non-exchangeable nor non returnable. Be aware that original shipping charges and charges incurred to ship the product back to the distribution center are non-refundable and the responsibility of the customer. Return shipping charges will be deducted from the amount of the merchandise.
Freight Damage & Incorrect Shipment
Upon delivery, take time to inspect all delivered products carefully for any damage that may have occurred in transit and note the delivery receipt appropriately. All claims must be filed with Oly within 3 business days of original delivery
A claim for shipping/handling damages will not be accepted unless the damages are noted on the carrier’s delivery receipt. The customer has the right to refuse shipment if carrier damage is apparent. Freight/Handling damage, including but not limited to damage evident on outside packaging, must be noted on carrier’s proof of delivery prior to release of the carrier’s driver or the receiver assumes full responsibility for damage. In the event the customer fails to note damages on carrier’s paperwork. Oly will be unable to initiate a claim with the carrier on behalf of the customer and the customer assumes responsibility for all damages. If a product does not arrive as specified in the order, Oly reserves the right to have the item or products replaced and reshipped at no additional charge to you. Contact customer service immediately to begin this process
To understand the best way to receive product click here
Refunds
Refunds are processed to the same form of payment originally used for purchase within 30 days of confirmed receipt of the return. Note it takes time to process and inspect the return, process the credit and for the credit to post with the card processor and issuing bank. All returns and exchanges will be credited less 15% restocking fee and shipping costs. If an item was free shipping, the original shipping costs will be deducted. If you have not received a credit within 30 days, contact [email protected] or call 775.336.2100; or for more personal service call / email your inbound sales representative directly.