Shipping Policy

At Brush Valley Cushion Co., we know you're excited to receive your cushions, and we work hard to get every order on its way as quickly as possible.

Processing & Shipping Times

Estimated processing and shipping timeframes are provided on our website and product pages. These timeframes are estimates unless we specifically state otherwise.

Once your order ships, you will receive tracking information so you can follow its progress.

Please note that processing time and carrier transit time are separate. Processing refers to the time required to prepare your order for shipment; transit time begins once the carrier receives your package.

Delivery Estimates & Carrier Delays

Once a package has been transferred to the shipping carrier, its transportation and delivery are handled by that carrier.

While most orders arrive within the expected timeframe, Brush Valley Cushion Co. cannot guarantee carrier delivery dates or prevent delays that occur after shipment. Weather, natural disasters, transportation disruptions, incorrect carrier routing, peak shipping periods, and other circumstances outside our control can occasionally affect delivery.

A carrier delay does not necessarily mean that a package is lost.

If your tracking information shows an unusual delay or stops updating, please contact us. We'll work with you and the carrier to determine what happened and help find a resolution.

Lost Packages

Although uncommon, packages can occasionally become lost in transit.

If you believe your package has been lost, please contact us so we can investigate with the shipping carrier. We may need to allow the carrier reasonable time to locate the shipment or complete a trace before determining that a package is officially lost.

If the carrier confirms that a shipment has been lost, we will work with you on an appropriate resolution, which may include replacement or refund depending on the circumstances.

Brush Valley Cushion Co. is not responsible for delays caused by the shipping carrier, but we will not leave you on your own to resolve a genuinely lost shipment.

Tracking Shows Delivered, But You Can't Find Your Package

If tracking shows that your order was delivered but you cannot locate it, please first:

• Check around your property, including porches, side doors, garages, gates, and other possible delivery locations.

• Check with members of your household and nearby neighbors.

• Allow a short period of time, as carriers occasionally mark packages as delivered shortly before they physically arrive.

If you still cannot locate the package, please contact us promptly so we can help investigate with the carrier.

Packages confirmed by the carrier as properly delivered to the address provided at checkout may require additional investigation before a replacement or refund can be considered.

Damaged Shipments

Please inspect your order as soon as it arrives.

If your package or product was damaged during transit, contact us within 7 days of delivery with your order number and clear photographs of the packaging and affected items.

Please do not discard the packaging until the issue has been resolved, as the carrier may require photographs or inspection of the original packaging as part of a damage claim.

Depending on the circumstances, we may request additional photographs, video, or a brief live video call so we can evaluate the issue and determine the appropriate resolution.

Incorrect Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please review your shipping information carefully before submitting your order. If you notice an error, contact us as quickly as possible. We will do our best to correct the address before shipment, but we cannot guarantee that changes can be made once an order has entered the fulfillment process.

If an order is returned to us or requires additional shipping because an incorrect or incomplete address was provided, additional shipping charges may apply.

Multiple Packages

Some orders may arrive in more than one package. Packages may travel separately and may not arrive on the same day.

If your order is shipped in multiple packages, you may receive more than one tracking number.

Shipping Delays Before an Order Leaves Our Facility

Occasionally, circumstances may prevent us from shipping an order within the timeframe originally provided.

If there is a significant delay before your order ships, we will contact you with an updated shipping estimate and, where required, provide the option to accept the delay or cancel the affected order for a refund.

Vacuum-Sealed Cushions

Many Brush Valley cushions are compressed and vacuum-sealed for shipping. This dramatically reduces the size of the package and allows us to ship large, generously sized cushions more efficiently.

Once removed from their packaging, cushions will begin expanding toward their full size.

Before opening your vacuum-sealed cushions, please confirm that you received the correct size and fabric. If anything appears incorrect, contact us before opening the package.

Once cushion inserts have been opened and expanded, different return and exchange conditions apply. Please see our Return, Exchange & Warranty Policy for complete details.

Questions About Your Shipment

If something doesn't look right with your shipment or tracking information, please contact us. We're happy to help investigate and determine the best next step.