Shipping Policy

Last updated: December 12, 2025

We take pride in offering thoughtful, well-made pieces and in making sure your order arrives safely and on time. This policy outlines how we process, ship, and handle orders placed through dixonrye.com and in our store.

Availability

We work hard to keep our online inventory up to date. Occasionally, a product sells out before our site refreshes. If that happens, we’ll let you know right away and offer one of the following options:

Ship the available items now and the remaining item(s) once restocked,
Hold the order until it’s complete, or
Issue a refund for any unfulfilled items.

Processing & Dispatch

Most in-stock items ship within 2–3 business days of payment. Orders placed on weekends or holidays ship the next business day.
Special-order and made-to-order items follow the lead time quoted at purchase. We’ll keep you updated on progress along the way.

Carriers & Fragile Item Handling

We primarily ship through FedEx and UPS, selected for their reliability and tracking accuracy.

Some pieces—particularly delicate or high-value items—are assigned to a dedicated UPS Fragile Shipping Profile. These items can only be shipped through UPS to ensure they arrive safely and in one piece. This restriction is automatic and cannot be changed at checkout.

Shipping Costs

Shipping rates are calculated at checkout based on weight, size, and destination. The amount shown at checkout is the final shipping cost. Large or freight items may require additional handling or delivery arrangements — if so, we’ll contact you before finalizing your order.

Oversized Items & White Glove Delivery

Some pieces exceed standard carrier size limits or require special handling due to weight or fragility. For these items, White Glove Delivery will appear as the shipping method at checkout.

If White Glove Delivery is selected:

You may complete checkout normally.
Our team will follow up with a custom quote based on your delivery address.
Delivery includes in-home placement and packaging removal unless otherwise noted.

We may also reach out proactively if an item in your order requires White Glove Delivery, even if it was not selected at checkout.

International Shipping

International shipping is available by request. Please contact us at hello@dixonrye.com for a custom shipping quote prior to placing your order.

International Returns

Once an order has crossed the border—whether to Canada, Europe, or any other international destination—all sales are final. International orders cannot be returned or exchanged.

Import duties, taxes, and customs fees are the responsibility of the recipient and are not included in our prices or shipping rates.

Shipping Addresses

We ship via UPS, FedEx, or White Glove Delivery to street addresses, receivers, and private residences within the United States.

Please note:

We do not ship via USPS.
As a result, we are unable to deliver to P.O. boxes or APO/FPO military addresses.

To change a delivery address, please contact us at hello@dixonrye.com before your order has been dispatched. Once an order has shipped, address changes may not be possible and could incur additional fees.

Damages & Claims

We take every precaution to ensure your order arrives in perfect condition. Please inspect all deliveries promptly upon arrival.

If a package appears damaged:

If possible, refuse delivery and note the damage with the carrier.
If already delivered, please email us at hello@dixonrye.com within 48 hours with photos of the damage and packaging.

We’ll help file a claim and arrange a replacement, repair, or refund once the carrier confirms the issue.

Insurance

All parcels are insured for loss or damage up to their full value while in transit.
If a package is lost or damaged, we’ll process a refund or replacement as soon as the carrier’s investigation is complete.

Taxes, Duties & Fees

All prices on our website include applicable U.S. sales tax where required by law.

For international shipments:

Import duties, customs fees, and local taxes are the responsibility of the recipient.
These fees vary by country and are not included in our prices or shipping costs.
If you refuse a shipment due to duties or taxes, the order will be returned to us. You’ll receive a refund for the item(s) only, less any return shipping charges. Original shipping costs are non-refundable.

Returns & Exchanges

We want you to love your purchase. Eligible items may be returned within 30 days of receipt if they are unused, in original condition, and in their original packaging.

Return shipping is at the customer’s expense.
Once inspected and approved, refunds are issued as store credit or to the original form of payment, as applicable.
Shipping costs are non-refundable.

Custom, special-order, and final-sale items cannot be returned or exchanged.
For full details, please refer to our Returns Policy or contact us directly.

Cancellations

If you change your mind before your order ships, please email hello@dixonrye.com as soon as possible. Once an order has been dispatched, it can no longer be canceled, but may still qualify for return (see above).

Backorders

If an item is temporarily out of stock, we’ll notify you with an estimated restock date. You can choose to wait, swap for a similar item, or receive a refund.

Delivery Access & Responsibility

For freight and white-glove deliveries, it’s the customer’s responsibility to ensure the delivery path fits the product dimensions (including doorways, elevators, stairways). Missed or refused deliveries that result from inadequate access may incur re-delivery or restocking fees.

Holidays & Weather Delays

During high-volume periods or inclement weather, processing and delivery may take longer. We’ll do everything possible to keep you informed of any delay.

Customer Service

For help with your order, tracking, or a delivery issue, contact us:
Email: hello@dixonrye.com
Phone: 404.883.3939

Dixon Rye, LLC
2300 Peachtree Road, Suite A101
Atlanta, Georgia 30309

We value your business and want your Dixon Rye pieces to arrive beautifully and safely.
Thank you for shopping with us.