Welcome to the Burlap Birch Frequently Asked Questions page. Here you will find answers to common questions about our furniture products, ordering process, shipping, returns, refunds, and customer support.
If you need additional assistance, please contact our customer support team.
1. About Burlap Birch
What is Burlap Birch?
Burlap Birch is an online furniture store focused on providing customers with a convenient way to explore and purchase furniture for their homes and living spaces.
What types of furniture do you sell?
We offer the furniture products listed on our website. For current product availability, specifications, dimensions, colors, and materials, please refer to the individual product pages.
How can I learn more about a product?
Visit the product page to review its description, available specifications, dimensions, materials, and other listed details. If you have additional questions, contact our support team at Support@BurlapBirch.com.
2. Orders and Payments
How do I place an order?
Browse our website, select the furniture you wish to purchase, add it to your cart, and follow the checkout instructions to complete your order.
Will I receive an order confirmation?
Order confirmation information will be provided according to our website's ordering process. Please keep your order details for future reference.
What payment methods do you accept?
Available payment methods are displayed at checkout. Please review the options shown during checkout before completing your purchase.
Can I cancel my order?
If you need to cancel an order, contact us as soon as possible. We will make reasonable efforts to assist with cancellation requests before an order is processed or shipped, but cancellation cannot be guaranteed once processing or shipment has begun.
Please refer to our Terms of Service for additional information.
3. Shipping and Delivery
Do you offer free shipping?
Yes. Burlap Birch offers free standard shipping on eligible orders. Applicable shipping charges, if any, will be displayed at checkout.
How long does delivery take?
Our estimated total delivery time is 4–7 business days, consisting of:
- Handling time: 1–2 business days.
- Transit time: 3–5 business days.
These are estimates and may vary depending on the destination, carrier operations, weather, public holidays, or other unforeseen circumstances.
When will my order be processed?
Orders are handled within 1–2 business days. Our regular processing days are Monday through Friday, excluding public holidays.
Orders placed after our 5:00 PM Eastern Time cut-off may begin processing on the next business day.
Can I track my order?
When tracking information is available, it will be provided after your order has been dispatched. Please allow time for the carrier to update tracking information.
What should I do if my order is delayed?
If your order has not arrived within the estimated delivery timeframe, contact us with your order number. Our customer support team will help you with the available shipment information.
Where do you ship?
Shipping is available to eligible destinations shown at checkout. Please enter your complete shipping address to confirm availability.
4. Returns and Refunds
What is your return policy?
Eligible purchases may be returned within 30 days of delivery, subject to our Return and Refund Policy.
Please contact our support team before returning an item to receive the appropriate return instructions.
Do you charge for return shipping?
No. Returns are free for eligible returns under our return policy. Please contact us before sending an item back so we can provide the appropriate instructions.
How do I request a return?
Email Support@BurlapBirch.com with your order number, the item you wish to return, and the reason for your request. Our team will review your request and provide the next steps.
How long do refunds take?
Once an eligible returned item has been received and the return approved, we process the refund within 5 business days.
Your bank or payment provider may require additional time for the funds to appear in your account.
What if I receive a damaged, defective, or incorrect item?
Please contact Support@BurlapBirch.com as soon as possible. Include your order number and a description of the issue. Photographs may be requested to help us assess the problem and determine the appropriate resolution.
5. Customer Support
How can I contact Burlap Birch?
You can contact us using the following details:
- Email: Support@BurlapBirch.com
- Phone: +1 859-300-3218
- Address: 3565 Nicholasville Rd I-933, Lexington, KY 40503, United States
What are your customer support hours?
Our regular customer support hours are:
- Monday–Friday: 9:00 AM–5:00 PM Eastern Time (ET).
- Saturday–Sunday: Closed.
- Public holidays: Closed.
Messages received outside business hours will be addressed during the next business day.
Where can I read your store policies?
You can review the relevant pages on our website for additional information:
- Shipping Policy
- Return and Refund Policy
- Privacy Policy
- Terms of Service
- Legal Notice
- Contact Us
Still Have Questions?
If you cannot find the answer you need, we are happy to help.
Burlap Birch Customer Support
Email: Support@BurlapBirch.com
Phone: +1 859-300-3218
Business Hours: Monday–Friday, 9:00 AM–5:00 PM Eastern Time (ET)
Thank you for choosing Burlap Birch. We appreciate your interest in our furniture and your business.