WE'RE HERE TO HELP.
See below some of our most frequently asked questions, if you still can’t find the answer please Contact Us.
ORDER QUESTIONS
How do I place an order?
You can add items to your shopping cart while browsing our website. You can adjust the quantity or add or remove items at any time before submitting payment.
Once you have submitted your payment and shipping details, we will process your credit card. A confirmation will be sent to your registered email address to confirm receipt of your order and payment. Alternatively, you can contact our customer service via email customerservice@sonderlivingus.com or call the team at 828-855-9256 and they will be happy to assist you with placing an order over the phone.
Can I place my order over the phone?
We know that purchasing furniture is a big decision, and our customer service team is ready to guide you through the process. If you feel more comfortable placing your order via phone, please call 828-855-9256. If you prefer to visit a store, find a location near you.
Can I add or remove an item on my order?
If you have already placed your order and you want to add or remove an item, you will need to act quickly.
Orders are processed immediately, and our goal is to ship your order ASAP. Once your order is confirmed, please contact our Customer Service team by phone within 24 hours to amend your order.
How do I cancel my order?
We are sorry to hear you want to cancel your order. Cancellations are accepted within 48 hours of placing your order, there will be a 20% restocking fee and if your order has already shipped you will be responsible for freight charges. Your credit card will be refunded accordingly.
How do I track my order?
You will be provided a tracking link for all orders placed via us.sonderliving.com This link will come via email with your order confirmation.
You can also log into your Sonder Living Account and can check the status of your order visiting the my account section.
You'll be able to:
- Get the current status of your order
- Check if your order has shipped
- View order details
My item is on back-order, now what?
We strive to be in stock, but sometimes our top-selling items are on back-order. If you joined our wait-list for back-ordered items, we will notify you via email when the item is back in stock.
If you have already placed your order, our customer service team will notify you of the back-order status. At that time, you can decide to wait for the back-ordered item or cancel your order.
Can I order fabric or finish samples?
You can request fabric or hard chip finish samples by placing an order online here. We charge a flat rate of $5.00 for fabric swatches and $15 for hard chip samples, plus shipping and handling.
SHIPPING
How does shipping work?
Sonder Living has two options for shipping available to everyone and one option only available to Trade Customers;
Do you ship to PO boxes and APO addresses?
Unfortunately, Sonder Living does not ship to PO boxes or APO addresses.
How long does it take to ship?
If your item is in stock in our US warehouse, your order will leave our facilities within 10 business days, however White Glove Deliveries are handled by a third party and can have longer delays in certain areas. From the time an order is placed, the estimated time of arrival of the order is currently 6 - 8 weeks.
Upon leaving our warehouse, you will receive a tracking link that will allow you to track your order from the date of shipment.
Can I split my shipment?
If you would like to split your shipment, we encourage you to create separate orders. However, we realize this is not always possible. If you need to split your shipment after your order was placed, please contact our customer service team for assistance.
If items in my order ship separately, will there be additional shipping charges?
We strive to ship orders complete. However, on the occasion when an item is not available to ship with the full order you will be notified by our customer service team. There will be no additional charges or fees if your order can not ship complete.
WARRANTY & CLAIMS
What is your product warranty?
Your purchase from Sonder Living is under warranty for one year from the date of delivery. We do not assume responsibility for damage caused to goods in installation and movement. All of our goods go through an extensive quality control process before leaving our factory. If you need to initiate a warranty claim, please fill out this online claim form and our customer service team will contact you within 48 hours.
How do I file a warranty claim?
Contact our Customer Service Team using our online claim form. In order to process your claim in an smooth and efficient manner, please provide us with:
- Order number
- Item Name and SKU
- Description of the defect
- Detailed image(s) showing the defect(s) described
- Image(s) of the production label and box in the condition it was received
I am missing hardware, what do I do?
Hardware is easy to misplace when unpacking products. Please be sure to look for red ribbons when unpacking your order.
If you are missing a piece of hardware required to assemble your furniture, please contact our Customer Service team, ASAP, so we can ship you a replacement part.
RETURNS
What is your Return Policy?
Unopened items may be returned with 15 days of receipt, there will be a 20% restocking fee and the customer is responsible for return freight fees. Please contact our Customer Service team to arrange collection. All products must have the original packaging. All Made To Order items are final sale and are not eligible for return.
Can I return furniture or other large items at your stores?
We are unable to accept online furniture returns in-store. Please contact our Customer Service team and have your receipts available with date of purchase, item and location of purchase.
TRADE PROGRAM
How does your Trade Program work?
Our vision is to provide exceptional service, and beautifully designed collections that speak to our Design Professionals’ unique sensibilities, individuality and flair.
To join the Sonder Living Trade program, you must be a professional interior designer, home stager, architect, general contractor or developer. You will need to provide at least one of the following documents:
- Valid membership in a major design organization (e.g., ASID, IIDA, AIA, NKBA, IDC)
- Interior design certification (e.g., NCIDQ, CCIDC)
- Valid business license verifying your business in interior design or licensed general contracting
- Valid EIN or Resale Certificate
After submitting your application, our dedicated Trade Representative will confirm the status of your application, within 48 hours, via email. Upon approval you will receive a dedicated trade login where you will receive access to tiered trade pricing, dedicated support and 3D assets, samples and more. To apply, complete our Online Trade Application.
How do I place a Trade order?
Sonder Living Trade orders can be placed online. Simply login to the Sonder Living website where your discounted pricing will be visible and place your order online. To place your Trade order in one of our stores or design centers, simply present your confirmation email and a valid photo ID in the store. Your confirmed trade discount will be applied. Trade program benefits may only be used by the account holder and associated users to the account. Misuse of the program will result in termination of trade program benefits.
What are my shipping options as a trade professional?
In addition to standard shipping options, we offer trade partners the following:
PRODUCT QUESTIONS
Where can I find detailed product dimensions?
The product dimensions can be found in the description area of each product. You can also download detailed dimension drawings by clicking on the "How We Measure" link on the product page. If you require further details, please contact our customer support team.
Where can I see your products in person?
You can visit a Sonder Living Retail or partner gallery near you. Visit the Store Locations page to find your nearest option.
Where can I find Installation Instructions?
Our installation guide can be found and downloaded on the product pages of our website. Please use the search function to find your product. We would like to ensure your products are installed properly so please contact our Customer Service team if you have any further questions.
Can I customize Sonder Living Products?
Sonder Living has a Made To Order program with certain customizations. However, unless the product says it is customizable online, we can not make individual adjustments.
I saw an item at the store but can't find it online, can I purchase this?
At times we discontinue product ranges and items are not available online. However, if you saw something in a store and it is still available, our Customer Service team can help you purchase the item.