Frequently Asked Questions

Orders & Payment 

Q: What methods of payment can I use to place an order?

A: We accept Visa, MasterCard, Amex, Discover, and Paypal.

Q: When is my card charged for an order?

A: When your order is placed on our site, we will pre-authorize your card for the purchase amount. Once your order is confirmed as being in stock and we have allocated the purchased item(s) to your order so that we may begin processing shipment, your card will be charged for your purchase. Once your card is charged, your order is past the point of cancellation. If an item is backordered, your card will be charged when the item(s) is back in stock and the product has been allocated to your order.  

If you placed an order that includes multiple items, and one or more of the items are in stock, your card will be charged at the time of the purchase so that we may immediately allocate the in stock item(s) to your order.

For items that are made to order, such as custom upholstery, art, or any other items that are marked as "made to order" on the product page, your card will be charged once the made to order item(s) begins production, which is generally within 1-2 days of placing your order. 

Q: My card was charged but I didn't get tracking, what now?

A: As soon as the manufacturer notifies us that your item has arrived back in stock, our system is designed to automatically capture the pre-authorized amount disclosed in your order. Your tracking can still take up to 3-5 business days for small parcel items, and 7-10 business days for freight items, to arrive in your email.

Q: How do I apply a Promo code for an order?

A: You can use your promo code at checkout by entering the code on the shopping cart page. Once you type in your code, hit “Apply Code” and your discount will be reflected in the Order Summary. If a product is marked down for any reason, it is not eligible for any additional discounts.

Q: Do we offer official quotes?

A:  At this time we do not offer official itemized quotes. A full breakdown of your order total can be outlined by creating a mock order in your cart and not completing checkout. 

Q: How can I check the status of my order?

A: You can check the status of your order by  looking in your email for the most recent update from our [email protected] email.You can also email [email protected], our customer support team is always happy to help!

Q: When can I expect my Small Parcel order to ship?

A: If the item(s) are in stock, processing and shipment of an item is estimated to take 3-5 business days. If the item(s) are on backorder, please allow 3-5 business days after the item arrives back in stock to ship.

Q: When can I expect my Freight order to ship?

A: If the item(s) are in stock, processing and shipment of an item is estimated to take 7-10 business days. If the item(s) are on backorder, please allow 7-10 business days after the item arrives back in stock

Q: How can I cancel my order?

A: After you place an order, it can be canceled up until the item is being prepared to ship. Once your order is processing through the warehouse, we are unable to process a cancellation. Customized pieces are not eligible for cancellations or refunds.

Q: Can I place an order over the phone?

A: If you prefer to place  your order over the phone, we’ll be happy to assist you. Please give us a call at 833-857-2062, anytime Monday - Friday, between 9 am - 5 pm central time.

Q: What does it mean if an item I'd like to order is "Special Order" or "Made to Order"

A: Some of our products, like artwork, are only made when an order is placed. This can result in extended lead time for an item. If an item you have ordered is Made to Order or marked as a Special Order item, please expect an extended lead time of 30 days. Some of our most popular Made to Order Items are from our suppliers BERNHARDT FURNITURE, WOODARD, LEFTBANK, RED EGG, and SPICHER & COMPANY.

 

Shipping & Delivery

Q: Do you ship internationally? 

A: At this time, Scout & Nimble does not ship internationally. Currently, we can only ship to the contiguous United States.

Q: How will I be notified once my order ships?

A: When your order ships, you will receive an email notification containing tracking information for your order. If products in your order are shipping separately, you will receive separate emails containing tracking information for each item.

Q: How can I track my Small Parcel order?

A: The shipping email we send to you will include a tracking number and a link to either FedEx or UPS. This link will take you directly to the current shipping status of your order, as well as an estimated delivery date for your order. If the link does not take you directly to the tracking information for your order, please enter the tracking number manually. If this does not provide any information, please contact us at [email protected].

Q: How can I track my Freight order?

A: You will receive a tracking notification email once your order has shipped. The email will contain information regarding the freight carrier that will be transporting the order as well as a tracking number tied to your shipment. Some freight carriers will have online tracking portals that feature up-to-date tracking information, while others must be contacted directly via phone.

Q: Where is my freight shipment being delivered?

A: Freight shipments are delivered to a fulfillment center in your area. Once the fulfillment center receives the shipment, they will inspect the product packaging and contact you via phone, email, or automated message to arrange for the delivery of the order to your home.

Q: Can I have my order shipped to a commercial address?

A: Yes, orders can be shipped to commercial addresses. If your shipping location has a receiving dock, you can make special arrangements to have the freight carrier deliver your order directly to your commercial address.

Q: How long will it take to receive my Freight order once it ships?

A: Once your order has shipped, transit time is estimated to take 1-3 weeks. Please allow an additional 1-7 business days after delivery to your fulfillment center, for your order to be inspected and prepared for delivery to you.

Q: How long will it take to receive my Small Parcel order once it ships?

A: Once your order has shipped, transit time is estimated to take 3-7 business days.

Q: What is White Glove Delivery?

A: White Glove Delivery is an optional delivery method for most freight shipments. At the time of delivery, the items shipped as freight will be delivered to your room of choice and unpackaged. This also includes a light assembly as well as debris removal.  White Glove Delivery is not included in any free shipping promotion and is a flat $165 fee.  White Glove Delivery does not include the removal of any furniture pieces that were at the delivery location prior to the delivery of your order from Scout & Nimble.

Q: What is Threshold Delivery?

A: Threshold Delivery is the default method of delivery for all freight shipments. Unless upgraded to White Glove Delivery at checkout, all freight shipments will be delivered with Threshold Delivery. Threshold Delivery consists of a phone call, email or automated message from our fulfillment center to arrange for a window of time to complete the delivery. At the time of delivery, the specialists will bring the product to your doorstep.

Q: Can I upgrade to White Glove Delivery after I place my order?

A: In most cases, you can upgrade to White Glove Delivery after your purchase has been made up until the day your items have shipped. To do so, please email our customer care team at [email protected].

Q: Do you offer expedited shipping?

A: We are able to offer expedited shipping on some items for an additional fee. For expedited shipping details for a particular product, please email our customer care team at [email protected].

Q: Why haven't I been contacted to arrange for the delivery of my order?

A: Once your shipment is received by our fulfillment center in your area, they will inspect the packaging and contact you directly to arrange for the delivery to your home. It is estimated to take 1-7 business days for the fulfillment center to contact you to arrange for the delivery. Please note, most scheduling and deliveries are made during normal Monday - Friday business hours.

Q: What delivery service does Scout & Nimble use?

A: We use local fulfillment centers to complete our residential deliveries for freight shipments. The company we use for your order will depend on your shipping address. Did you have a great experience with one of our delivery companies? Did you have a bad experience? We’d love to hear about it! Please email [email protected] to tell us about your delivery experience.

Q: What is the difference between freight and small parcel shipping?

A: Small parcel shipping is used for products that are relatively small in size and weight. Freight shipping is used for products that are oversized, made-to-order, customized, and fragile products.. You can determine the shipment type by looking at the “Shipping and Returns” details on each product’s page.

Q: How will my order be shipped?

A: Depending on the size and weight of the items in your order, your order will be shipped via small parcel shipping (FedEx or UPS) or freight shipping. For orders with multiple items, it is possible that items will be shipped using different methods. This will be displayed at checkout, you can also determine the shipment type by looking at the “Shipping and Returns” details on each product’s page.

Q: Can I change the ship-to address after I place my order? After my order has shipped?

A: From the time you place your order, if it is shipping freight, you have 48 hours to change the shipping address. If your item is shipping small parcel, you have 24 hours to change the shipping address. If you would like to change your shipping address after the 24-48 hour window, we cannot guarantee that you will be able to do so. If your order has shipped and you would like to change the shipping address, you will be subject to additional charges and a delay in delivery time.

 

Sales, Discounts & Store Credit

Q: Can I combine a discount code and a sale/ clearance item?

A: Unless the code explicitly states it is stackable with a sale, clearance, or promotional item, they are unable to be combined.

Q: Do you price match to other websites?

A: Price matching requests depend on several factors and will be handled on a case-by-case basis. Please email [email protected], and we’ll be happy to take a look! Prior purchases that have already shipped or funds that have already been captured are not eligible for price adjustments.

*Please note that price-matched orders are no longer eligible for return.

Q: Do you price match previous orders to current sales?

A: Prior purchases that have already shipped or funds that have already been captured are not eligible for price adjustments. Other price adjustments are handled on a case-by-case basis, please email [email protected], and we’ll be happy to take a look!

*Please note that price-matched orders are no longer eligible for return.

Q: If I have a Trade account, does my discount combine with a sale or other promotion?

A: Trade accounts are only able to get their discount or the promotion listed on the website. If your Trade Discount is a better deal than the current sale, please contact [email protected] and we would be happy to adjust your order.

Q: Can I combine my Store Credit from my return with a sale or other promotional code?

A: Yes! Store Credit from a returned item is essentially Scout Cash and can be used on anything and during any sale.

Q: Does my Store Credit from my return expire?

A: No, this is essentially Scout Cash and works just as real cash would. It is there until you spend it!

 

 

NEED ADDITIONAL ASSISTANCE?

For questions we haven't answered, or information we haven't provided, please contact us at [email protected]. We welcome your comments and suggestions, and thank you for shopping with us!

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