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Frequently Asked Questions & Answers
Please review the answers to important frequently asked questions regarding purchase details, shipping cost and options, warranty and other details. If you have additional questions regarding Gingko and our products, feel free to email us at mail@gingkofurniture.com and we will get back to you as soon as possible. We want you to be comfortable before making your purchase and are happy to answer your questions.
Doesn't Gingko have showrooms in the SF Bay Area?
After I make my purchase when will I get my furniture?
What do Shipping Charges include?
Can I upgrade to In Home Delivery?
How will my purchase get to my home?
What is Curbside Delivery? What is In Home Delivery? How are they different?
Can I return the furniture if I change my mind?
What if my furniture is damaged when I receive it?
What happens if I cancel an order before I receive it?
Gingko now sells exclusively online at www.gingkofurniture.com.
After over nearly great years of operating our Gingko showrooms in San Francisco, Mountain View, Palo Alto and Portland, OR, we are now headquartered out of our showroom in downtown Mountain View. We still do maintain a local warehouse and Bay Area customers are welcome to pick up their shoroom or online purchases--just select this option when you place your order.
After I make my purchase when will I get my furniture?
Leadtimes are based on availability of the items. If all of the pieces you have ordered are in stock, the items will be shipped out (if you purchased online) within one week. In-store purchases can be scheduled for Bay Area delivery by Gingko’s service personnel. Online purchases will be shipped within one week of order and you will receive tracking information via email to let you know when your items will be delivered. Typically delivery takes between 5-10 working days depending on the delivery address.
Out of stock items and special orders will take longer to deliver/ship out. We attempt to clearly indicate the extended leadtime for any items that are not in stock when you purchase your order. Special order items typically require 6-10 weeks for delivery. You will be informed of the expected leadtime when your order is processed.
An order will ship out or be delivered when all of the items on that particular order are in stock and available.
How much does shipping cost?
Shipping charges are based on the total value of merchandise shipped to each address. Shipping charges are for Curbside Delivery. At this time, we are able to ship to addresses within the contiguous United States. For shipping options to addresses in Alaska and Hawaii, please contact us at shipping@gingkofurniture.com or 650-396-7455.
| Merchandise Total | Shipping Cost |
| Up to $400.00 | 20% of Merchandise Total |
| $400.01-999.99 | 15% of Merchandise Total |
| $1000 and over | $195 per shipment to an address |
What do Shipping Charges include?
All shipping charges include handling, order processing, item selection, packaging and transportation of items.Shipping Charges are for Curbside Delivery.
Can I upgrade to In Home Delivery?
Optional In Home Delivery may be available in your area. If In Home Delivery is available, it will incur an additional $80 charge.
Call Gingko at 650-396-7455 to upgrade to In Home Delivery.
How will my purchase get to my home?
SF Bay Area - If you have selected In Home Delivery, Gingko’s service personnel will schedule your delivery by our in-house delivery team.
Nationwide - Gingko will ship your items via the best method for the particular order. Small pieces will be shipped by FedEx or UPS and larger items will require specialized freight services. Each shipment will be assigned a tracking number so that you can track the status of the shipment.
For larger freight shipments, you will be contacted by telephone when your shipment arrives at the local service center of the freight carrier and at that time you can schedule a curbside delivery appointment. Most appointments are available Monday – Friday during working hours.
All shipments will be delivered curbside unless you select to purchase the In Home Delivery option. If In Home Delivery is purchased, then your furniture will be placed in your room of choice and packaging materials will be removed. REMEMBER TO INSPECT ALL DELIVERIES AT THE TIME OF RECEIPT AND REPORT ANY ANOMALIES IMMEDIATELY.
What is Curbside Delivery? What is In Home Delivery? How are they different?
Curbside delivery is the default delivery method of all shipments. Curbside shipments will be delivered to the delivery address. Customers will be responsible for carrying items into their residence, unpacking items and simple assembly as required.In Home Delivery is an optional upgrade item that may be purchased. Gingko highly recommends purchasing In Home Delivery for all Beds, Cabinets, Dressers, Dining Tables, and Sofas. In Home Delivery includes service that will unpack your purchased furniture and place it in your room of choice and then remove packaging materials.
Can I return the furniture if I change my mind?
Yes. You can return your purchase. Returns must be requested by email (write toreturns@gingkofurniture.com) and request a Return Authorization Number. Returns must be requested in writing within 5 days of purchase. Returns must be shipped in their original packaging material. After your request has been processed, Gingko will arrange for the return shipment of your item back to the Ginkgo Warehouse.After your return item is received in perfect, like-new condition, a refund for the item purchase price will be refunded to original payment method. Outbound and return shipping costs are not refundable.
What if my furniture is damaged when I receive it?
Gingko inspects all outbound shipments for defects and damage. It is the customer’s responsibility to inspect all packages and furniture immediately upon receipt. This should be done while the delivery agent is still on site. Should you receive a damaged item, please email Gingko (shipping@gingkofurniture.com) a photo of the damaged piece as well as the associated packaging materials. Gingko will replace or repair the piece.
What happens if I cancel an order before I receive it?
You may cancel your order. If you can cancel your order before it has been shipped, you will be refunded the full amount you paid for the item(s) and shipping charges. If you cancel your order after it has been shipped (even if you have not yet received it) you will be responsible for all out bound and return shipping charges as described in the Returns section above.
