Orders
Why is your delivery lead time so long?
When communicating estimated delivery lead times, we take into account a variety of factors, including the current shipping climate and the handcrafted nature of our products. Rest assured, we will do everything we can to minimize any changes, and we’ll keep you informed every step of the way—from purchase to delivery. Thank you for your patience and understanding! Should you have any further questions about our lead times, please don’t hesitate to reach out to us at razzoclub@gmail.com.
How can I track my order?
We’re in the process of developing a new and improved order tracking system. In the meantime, our Customer Service team is your go-to resource for the most accurate and up-to-date information about your order. We’ll also keep you informed with key email updates throughout the production and shipping journey, including when your order reaches our distribution center, when it ships, and when it's ready for delivery. If you have any other questions, feel free to contact us via live chat or at razzoclub@gmail.com.
How can I change my order?
If your item is made-to-order, you have up to 3 days from the date of purchase to modify your fabric or cushion fill. Please note that any changes may extend your delivery timeline.
To request a change, simply email razzoclub@gmail.com with your order number and details, and we'll assist you from there.
How can I cancel my order?
Once your sofa purchase is made, we’re unable to accept cancellations. Each sofa is custom-made to your specifications, and a lot of preparation goes into crafting your piece, from selecting the materials to handcrafting each detail. Due to the bespoke nature of our sofas and the time and resources involved, we begin production immediately after your order is placed. We appreciate your understanding, and if you have any questions about your order, please don’t hesitate to reach out to us at razzoclub@gmail.com.
Can I place a large order for a design project or business?
Absolutely. Feel free to explore our catalog or reach out to us directly at razzoclub@gmail.com.
Shipping & Delivery
How much does shipping cost?
Shipping is always free, and we offer two delivery service options— complimentary threshold delivery and white glove delivery, which has to be quoted. Reach out to razzoclub@gmail.com if you need assistance.
Note: If you’re ordering a large item (like a sectional) or have a tricky delivery path (like a walk-up apartment building), white glove delivery is the way to go.
Do you have any ready-to-ship items?
Unfortunately, we don't as all orders are made to order.
What's the difference between threshold and white glove delivery?
We offer two delivery services: complimentary threshold delivery and white glove delivery, which has to be quoted.
If you opt for threshold delivery, our delivery carrier will leave your shipment at the front door of your house or your apartment's lobby.
If you opt for white glove delivery, our delivery carrier will bring your shipment into the room of your choice, unpack your product, and complete any necessary assembly.
Please note: Our delivery partners aren't able to move, disassemble, remove or dispose any existing furniture items or doors. If our carriers don't feel they have sufficient space to make a successful delivery, your order will be returned to our warehouse and is subject to a 10% no-fit restocking fee.
We recommend white glove delivery if you're ordering a large item like a sectional, or if you have a tricky delivery path (like a walk-up apartment building). Need help deciding or want to upgrade? Please reach out to razzoclub@gmail.com.
How does delivery work?
Shipping is always free, and we offer two delivery service options.
Threshold delivery is free: our delivery carrier will leave your shipment at the front door of your house or apartment.
For White Glove Service, our delivery carrier will bring your shipment into the room of your choice, unpack your item, and complete any necessary assembly.
Take note of the height, width, and depth of doorways, hallways, stairwells, and elevators leading into your home. We recommend giving yourself an extra 1-2 inches of wiggle room—carriers may refuse delivery if they don't feel an item will fit. No-fit deliveries are subject to a 10% restocking fee.
All deliveries require a signature.
How can I prepare for a successful delivery?
You've ordered swatches, decided which piece to call yours, and set a countdown till delivery day—now what? Here's everything you need to know between now and when your order arrives.
1. Triple-check that your piece is going to fit comfortably in its final destination and along the path to get there. Measure your space and compare it with the dimensions listed on your item's product page. We recommend giving 1-2 inches of wiggle room for boxes to fit in entryways, stairwells, and twisty hallways. If you have a tricky delivery path, please email us as soon as possible.
2. If you ordered white glove delivery, clear out the room where your piece is going to live so our delivery partners can safely bring in your order and complete any necessary assembly.
Please note: Our delivery partners aren't able to move, disassemble, remove or dispose any existing furniture items or doors. If our carriers don't feel they have sufficient space to make a successful delivery, your order will be returned to our warehouse and is subject to a 10% no-fit restocking fee.
4. On delivery day, make sure to inspect your piece for any damages and sign for the order. Damages must be reported within five days and if you're unsure about your order, hold onto the original packaging.
Please note: If your order was deemed undeliverable, please contact razzoclub@gmail.com as soon as possible.
How should I measure for delivery?
Measuring your space for delivery is a crucial step in the order process, and important details are often overlooked.
Taking note of the height, width, and depth of doorways, hallways, stairwells, and elevators leading into your home can often make or break a smooth delivery. We recommend giving yourself an extra 1-2 inches of wiggle room.
Keep in mind, no-fit deliveries are subject to a 10% restocking fee. Carriers may refuse delivery if they don't feel an item will fit, so please take the time to measure.
What shipping carrier will my order ship with?
For larger items like sofas, we partner with trusted third-party carriers to ensure safe and reliable delivery. For smaller items, such as swatches, we use courier from your region for efficient shipping. Rest assured, whichever carrier is used, we’ll make sure your order arrives in perfect condition. If you have any questions about your shipping or delivery, feel free to reach out to us at razzoclub@gmail.com.
Can you hold my order?
If the estimated delivery lead time in your order confirmation no longer fits your schedule, please contact us at razzoclub@gmail.com as soon as possible. We can hold your shipment at our distribution center for up to 7 days at no extra charge. If you need a longer hold, we can accommodate up to 90 days for an additional fee. Please note that hold fees are non-refundable.
What if my order is damaged during delivery?
If your item arrives damaged, please reach out to our team at razzoclub@gmail.com within 5 days of delivery. We’ll work with you to arrange a replacement as quickly as possible.
Do you ship internationally?
For inquiries about international shipping options, please email us at razzoclub@gmail.com. Please note that orders shipped outside of China are final sale and are not eligible for return, replacement, exchange, or warranty coverage.
Materials & Construction
Where are your products made?
Our materials are sourced from around the globe— such as Russian Pine Wood, while our products are designed and crafted in China at two long-established, state-of-the-art production facilities. We’ve carefully built our supply chain to bring together the finest materials from across the world with the unmatched craftsmanship that comes from decades of expertise. While we don’t strive to create the cheapest product, our goal is clear: to deliver the highest quality furniture your money can buy.
Which fabrics are best for kids and pets?
No one knows your home like you do, and only you can truly determine which materials are the best fit for your lifestyle, family, or furry companions.
If you’re expecting the occasional spill, opt for fabrics that are easy to spot clean and colors that won’t fade with washing, like leather.
Have a pet who treats the sofa as their personal scratching post? Microfiber could be a great choice—it’s scratch-resistant, mildly liquid-repellent, and has a smooth, soft feel. While we don’t label our fabrics as “performance” (since we don’t use harsh chemicals to repel stains), we can confidently say that they’re built to last and easy to maintain with a bit of care.
What's the main material composition of your sofas?
The frame of our sofas is constructed from high-quality pinewood. Pinewood is chosen for its strength, durability, and lightweight properties, ensuring that the structure remains sturdy and long-lasting. This solid wood frame provides a reliable foundation for your sofa, contributing to its overall stability and longevity. The natural grain of pinewood also adds a touch of warmth and character to the design, making it a beautiful yet functional choice for your furniture.
What's high density foam?
"High Density Foam" is a key material in furniture construction, providing both structure and stability. Generally, the higher the foam's density, the longer it will maintain its shape and support over time, ensuring the durability of your furniture. We use foam with a density of 23kg/m³ or higher, which is classified as high-density foam. This level of density ensures that your cushions will retain their form and comfort, providing long-lasting support and resilience for years to come.
What's the difference between "the support layer" and the "comfort layers" of high density foam in your cushions?
Some cushions are built with a "Support Layer" of high-density foam at its core, designed to help maintain its shape and structure over time. These support layers have a firmness rating of 35, providing stability and a solid base for the loose fill.
Surrounding the support layer are the "Comfort Layers" of high-density foam, which vary by collection but are typically softer than the support layer to offer a more plush, cushy seat feel.
Sofas like the Anakin Sofa and Marco Compressed Sofa are crafted with this layered construction.
That said, even designs without dedicated comfort layers are still designed to be soft, with our Feather Down fill adding a touch of plushness to all our styles.
What should I expect in my package upon delivery?
Upon delivery, you can expect your sofa, carefully packaged for safe transport. Here’s what to expect based on the size of your sofa:
- Sofas under 200CM: Your sofa will arrive in one module, one package.
Note: Depending on the design, the layout may vary. If you’re unsure, feel free to reach out to us for clarification. - Sofas between 200-270CM: These will be delivered in two modules, two packages.
Note: Different designs can have varying layouts, so please contact us if you need more details about your specific sofa. - Sofas over 270CM: Larger sofas will arrive in three or more boxes.
Note: The layout may differ depending on the design. We’re happy to provide more info if needed—just reach out to us!
For electrical sofas, the wires and remote control are securely attached to the bottom of the sofa. Simply remove the packaging gently and plug it in to enjoy.
Additionally, we’ll include two free pillows in the same upholstery as your sofa for added comfort and style.
What are the frames made of?
Our frames are built to last, combining Russian Pine Wood and Solid Steel reinforcement for an exceptionally strong and durable structure. To enhance stability, each frame is further reinforced with corner blocking, ensuring long-term support. For added comfort and durability, the frame is finished with high-tenacity webbing and spring suspension systems, providing a resilient foundation that will maintain its integrity over time.
Returns & Exchanges
What's your return/exchange policy?
As each of our pieces is custom-made to your specifications, we do not offer returns on any orders. For orders shipped outside of China, please note that all sales are final. These orders are not eligible for return, replacement, or exchange, and are void of warranty coverage. We encourage you to carefully review your order details before finalizing your purchase to ensure it meets your needs. If you have any questions or concerns, please feel free to reach out to us at razzoclub@gmail.com.
Do your products come with a warranty?
Absolutely! Our One Year Warranty covers the original retail purchaser for all frames, springs, joints, legs, and hardware, ensuring their durability for the normal useful life of the product in a household setting. Please note, however, that this warranty does not extend to fabrics, cushioning, seams, tufting, stains, finishes, or any reclaimed wood materials. For more detailed information, please refer to our Terms of Service. If you have any questions, feel free to reach out to us.
Promotions
Can I get the discount on a custom order?
Custom orders—orders made with specifications other than the existing assortment available on our site—are final sale and not eligible for promotions.
But we're happy to assist with custom requests! Reach out to our Design & Custom team and we'll get back to you with a price quote and rendering. As a reminder, quotes for custom orders are valid for 14 days.