ReeWii Help & Support
Frequently Asked Questions
ReeWii is a direct-to-consumer furniture and home décor brand. We deliver within the United States only. Courier orders normally arrive in 3–7 business days after dispatch; larger furniture is scheduled by a local delivery partner. You have 30 days from delivery to return or exchange most items, your first exchange ships free, and every ReeWii piece carries a one-year manufacturer's warranty against defects in materials and workmanship.
Our customer service team answers email at sale@reewii.com and phone on (+1) 626-912-8888, Monday-Sunday, 8:30am-10:30pm (PT). The most common questions are answered below; each answer links to the full policy page in our Help Center.
Ordering & Placing an Order
How do I place an order on reewii.com?
Add the items you want to your cart and go to checkout, then enter your shipping address, choose a delivery service level, and pay. You will receive an order confirmation email within minutes of ordering. If you do not see it, check your spam folder or contact us at sale@reewii.com.
Do I need an account to place an order?
No – you can check out as a guest. We do recommend creating a free ReeWii account account, because that is where you cancel an order, start a return, track a shipment, and see your store credit balance.
Can I change or cancel my order after I place it?
Yes, as long as your order has not shipped. Log in to My Account and click Cancel Order beside the purchase. If the order has not shipped we refund you in full; if it has already shipped, a return shipping fee applies. Refunds can take up to 10 business days to appear on your card, depending on your provider.
Can one order be shipped to more than one address?
No. Each order ships to a single address. To send items to different locations, please place a separate order for each address.
Do you offer pre-orders or back-in-stock alerts?
We do not take pre-orders, but you can sign up for a notification on any product page that is out of stock. If the page shows “Back in stock in X weeks”, enter your ZIP or postal code to see an estimated delivery window. We email you automatically once the item is on its way to our warehouse.
Can I delay my delivery to a later date?
Yes. Add a delivery instruction at checkout stating the date you would like to receive your order, and we will place a temporary hold of up to 30 days. See Shipping & Delivery for details.
How do I contact ReeWii customer service?
Email sale@reewii.com or call (+1) 626-912-8888. Our team is available Monday-Sunday, 8:30am-10:30pm (PT). You can also use the form on our Contact Us page.
Shipping & Delivery
What delivery options does ReeWii offer?
Three service levels: Front Door Delivery (your order is left in its boxes at your front door), In-Room Delivery (we carry everything into the room you choose), and White Glove Delivery (we carry it in, assemble it, and take the packaging away). Full details are on our Shipping & Delivery page.
Do you offer expedited shipping?
No. We do not offer expedited shipping on any order. Instead, every product page shows a live delivery estimate based on current stock and the shipping route to your address.
How much does shipping cost?
Shipping is calculated at checkout from your destination and the service level you choose, so the exact price is always confirmed before you pay. Orders to Alaska, Hawaii, Puerto Rico, and remote areas outside our standard service area may carry an additional flat-rate fee – adding more items does not increase that flat fee.
How long will my order take to arrive?
Smaller items ship by courier and typically arrive 3–7 business days after dispatch; processing takes 1–3 business days before dispatch. Larger furniture is scheduled directly by a local delivery partner, who contacts you to book an appointment once your order reaches their facility. The most accurate ETA is always the delivery estimate shown on the product page and in My Account.
Where does ReeWii ship to?
We ship within the United States only.
Will I be charged customs or import duties?
No. You will not be charged customs or duties on a ReeWii order. Sales tax is collected where the law requires it and varies by ZIP or postal code; the amount is always shown at checkout.
How do I track my order?
Log in to your ReeWii account to see live order status and the latest shipping estimate. Smaller items also generate a courier tracking number that we email to you when the order ships.
Do I have to sign for my delivery?
Front Door Delivery does not require a signature. In-Room and White Glove deliveries do require a signature, so please make sure someone over 18 is home during your delivery window. If you are worried about package theft, ask us to switch your Front Door delivery to signature-required at no charge.
Can I choose an exact delivery date?
We cannot guarantee a specific date when you order, but checkout shows an estimated window and you can add your preferred date in the delivery instructions. Local delivery partners usually deliver on weekdays between 9am and 5pm, and you can ask about other slots when they call to book your appointment.
Will my order arrive in one delivery?
We normally hold an order until every item is in stock so that you receive one delivery on one date. If something is backordered you can choose at checkout to receive your in-stock items sooner, but splitting a delivery into two shipments is charged. Small items may also ship separately by courier and can arrive earlier than the rest of your order.
Do you remove the boxes or take away my old furniture?
White Glove Delivery includes removal of all packaging; Front Door and In-Room deliveries do not, so please keep your boxes in case you need to return or exchange something later. We do not currently offer haul-away of old or used furniture. See Shipping & Delivery.
Returns, Exchanges & Refunds
What is ReeWii's return policy?
You have 30 days from the date of delivery to return most items. To qualify, keep a copy of your original receipt and return the piece in as-new condition in its original packaging. Some product lines, including custom and made-to-order upholstery, follow the same 30-day window. Full terms: Returns & Exchanges.
How do I start a return or an exchange?
Log in to My Account, select the product you want to return, and submit the request. Our team then contacts you to arrange a pickup or exchange, inspects the item on arrival, and refunds your original payment method less any applicable outbound and return shipping fees.
Are exchanges free?
Your first exchange on any item ships free – we cover shipping in both directions. If you exchange the same item a second time, you are responsible for the forward and return shipping fees. If the replacement costs less we refund the difference; if it costs more we simply charge you the difference.
Can I return custom or made-to-order furniture?
Yes. Unlike many furniture brands, we accept returns and exchanges on customized and made-to-order pieces within 30 days of delivery. Lead and shipping times are longer for made-to-order upholstery because it is built to order.
Are sale or clearance items returnable?
Items marked final sale are not eligible for return unless they arrive damaged or defective; this is always stated on the product page before you buy. Everything else follows the standard 30-day policy, and purchases from our Sale & Clearance are covered too.
What if I bought a small item in a ReeWii retail store?
Small items bought in one of our retail stores – pillows, sheets, a table lamp, for example – must be returned to that store rather than shipped back to our warehouse. Furniture delivered to your home is returned through My Account as usual.
What if I refuse the delivery?
Tell us if you refuse an order at the door. We will process an exchange for an item that suits your space better, and in most cases no additional shipping fee is charged. Refused deliveries are handled under the same 30-day window as a normal return.
How long does a refund take?
We issue the refund to your original payment method as soon as the returned item has been received and inspected. Your bank or card issuer can then take up to 10 business days to post it to your balance.
Damaged, Missing or Defective Items
My furniture arrived damaged. What should I do?
Photograph the damage and the packaging straight away – multiple angles and distances help – and contact us at sale@reewii.com. Short videos are welcome if a photo cannot show the problem. We will arrange replacement parts, a repair, or a full replacement at no cost to you.
An item is missing from my delivery.
First check your packing slip and your courier tracking updates, because split shipments sometimes arrive on different days. If something is genuinely missing, email us with your order number and a description of the missing piece and we will investigate and resolve it.
What does my ReeWii warranty cover?
Every ReeWii piece carries a one-year manufacturer's warranty from the delivery date covering defects in materials and workmanship. If we confirm a defect we arrange replacement parts, a repair, or a complete replacement. See Warranty.
Is the warranty transferable if I resell the furniture?
No. ReeWii warranties are non-transferable and cannot be extended to re-sold items. They are also only valid when a product is used for its intended purpose under normal conditions; damage from negligence, misuse, accidents, or modifications is not covered.
My package was stolen. Can you help?
Contact us as soon as you notice. We take steps to make sure orders reach your hands only, and on request we will change a Front Door delivery to signature-required at no extra cost, which is the simplest protection in high-theft areas.
Product Information, Materials & Care
What materials does ReeWii use?
Every product page lists the materials, finishes, and construction details for that specific piece. Across the range we prioritise durable, responsibly sourced materials, including FSC-certified wood, recycled content, and low-VOC finishes. Browse the living room collection or read Product Information.
How do I care for my ReeWii furniture?
Keep pieces out of direct sunlight, blot spills immediately with a clean cloth rather than rubbing, and follow the fabric- or material-specific instructions supplied with your item. Our Care Guides page has care guides by material.
Are ReeWii products pet-friendly?
Yes. Many of our upholstery options are chosen for tight weaves and easy-clean surfaces that stand up to claws and accidents. We publish a pet-friendly guide on our Product Information page so you can compare fabrics before you buy.
Are ReeWii products kid-friendly?
Yes. We test selected products for family use and flag the ones that suit households with children. Rounded edges, low-VOC finishes, and easy-clean covers are common across the range. We also publish anti-tip guidance on our Product Information page.
How accurate are your product photos?
We photograph every product in a real room setting, but colour can render differently from screen to screen and dye lots can vary slightly. If colour is critical, order a free swatch first through our Swatches page, or email us and we will describe the finish in detail.
How do I find the weight capacity of a product?
Where a manufacturer publishes a tested weight limit, we list it in the specifications on the product page. If a number is not shown, treat the capacity as unspecified rather than assuming a figure.
What is a Martindale rating?
Martindale is a fabric abrasion test: it counts how many rubs a fabric survives before showing wear. A higher number means a more durable upholstery. We publish Martindale ratings on our Product Information page so you can match a fabric to how heavily a piece will be used.
Do you sell genuine leather furniture?
Yes. Our leather range is described by type and finish on each product page, including how the hide will age and how to clean it. Our Product Information page explains the difference between full-grain, top-grain, and faux leather options.
Assembly & Installation
Does ReeWii furniture require assembly?
Some pieces arrive fully assembled and some need simple assembly such as attaching legs or handles. Each product page states whether assembly is required, and the necessary hardware and step-by-step instructions are included when it is.
What tools do I need to assemble my furniture?
Most items need only basic household tools such as a screwdriver or the included Allen key. Any hardware required for assembly is supplied unless the product page says otherwise.
Can ReeWii assemble my furniture for me?
Yes – choose White Glove Delivery at checkout where available. Our team carries the piece to the room of your choice, assembles it, and removes all packaging. Delivery partners will not install anything that permanently alters your home, such as anti-tip hardware or wall attachments.
How do I check that furniture will fit through my door?
Measure the intended room, then the route in: door widths (the door should be wider than the box's height), hallways, internal doors, stairways including any turn, and your elevator. Obstructions behind doors and tight corners are the most common reasons a delivery fails. Product and box dimensions are listed on every product page.
Do I need a Certificate of Insurance for my delivery?
Some apartment buildings require a Certificate of Insurance before a delivery team can enter. Once your delivery is scheduled, email sale@reewii.com with the building's template, or with the building name, address, and the required coverage amount, and we will arrange it.
Payment, Pricing & Taxes
What payment methods does ReeWii accept?
Visa, Mastercard, American Express, Diners Club, and Discover credit and debit cards; PayPal; Apple Pay and Google Pay on supported devices; and prepaid cards from Visa, Mastercard, and American Express. We do not accept Samsung Pay, and we cannot take a card payment for a billing address outside North America – use PayPal in that case. Full detail: Payment Options.
Does ReeWii offer financing or instalments?
Yes. Customers in the United States can finance purchases of $50 or more through our partner Affirm, selected at checkout. ReeWii Pro members in the United States can also use Credit Key or Resolve Pay, and wire transfer is available for trade orders. Terms and eligibility are set by the provider.
When is my card charged?
You are charged when you place the order, not when it ships. If you cancel before your order processes, we refund you in full.
Are taxes and duties included in the price?
Product prices exclude sales tax, which is added at checkout based on your ZIP or postal code. There are no customs or import duties on ReeWii orders. If your shipping address changes after ordering we may need to charge or refund the tax difference.
Can I use more than one payment method on a single order?
You cannot combine two credit cards or two prepaid cards on one order, but you can split payment between a primary method and ReeWii gift cards or store credit. If you want to use two cards, buy ReeWii gift cards of equal value with them and apply those at checkout.
I am tax exempt. How do I have sales tax removed?
Place your order as normal, then reply to your order confirmation email with a photocopy or photo of your exemption certificates, forms, or ID cards. Our payments team reviews the documents and, if approved, refunds the tax paid retroactively.
Does ReeWii price match?
Yes, on our own pricing. If an item you bought goes on sale on reewii.com within 30 days of delivery, we will price match it. See Discounts. We do not match coupons or prices from third-party sites – we do not issue regular promo codes, and codes sold elsewhere are not valid on our store.
Warranty, Repairs & Third-Party Brands
How long is the ReeWii warranty?
One year from the delivery date, covering defects in materials and workmanship under normal domestic use. Warranty length is stated on the product page and on the warranty card that arrives with your delivery.
What is not covered by the ReeWii warranty?
Damage caused by negligence, misuse, accidents, abnormal use, or modifications; normal wear and tear; and damage that happens in the home after delivery. We are still happy to advise on cleaning and repair when we can.
What happens if my product needs repair after the warranty ends?
Contact us with your order details and photos. We will assess whether replacement parts are available, whether a paid repair is practical, or whether we can refer you to a service partner.
Who handles the warranty on POLYWOOD®, Sunbrella® and Leesa® products?
These are third-party products with their own warranties, which can be longer than our one-year ReeWii warranty. POLYWOOD® outdoor furniture and Sunbrella® performance fabrics are covered under their manufacturers' programmes, and Leesa® mattresses are covered by Leesa. Contact us and we will route your claim to the right programme, or read our dedicated pages: POLYWOOD® Warranty, Sunbrella® Warranty, Leesa® Mattresses.
Discounts, Gift Cards & Store Credit
Does ReeWii offer coupon codes?
No. Because we sell direct to you, we keep prices low every day instead of running a permanent coupon programme. Discounts happen during the sale and clearance events we run several times a year. Be aware that some third-party sites advertise fraudulent ReeWii codes – we cannot honour those, so please do not buy them.
How do I redeem a gift card or store credit?
Enter the gift card code in the discount field at checkout, or apply your store credit balance from the Credits tab in My Account. Gift cards start at $20 with no maximum, and you can schedule the send date so the recipient receives the card at 9am PT on the day you choose.
Do store credits expire?
Some do. Any credit with an expiry date is void at 11:59pm PT on that date, so it is worth checking your balance in the Credits section of My Account before you shop. Store credits have no cash value and are not transferable.
Can I combine a discount with a gift card?
Promotional pricing runs at product level during sales, and gift cards or store credit can be applied on top at checkout. You cannot stack two card payments on one order, but gift cards are designed to be combined with a primary payment method.
Swatches, Design Help, Trade & Sustainability
Can I order fabric or finish swatches before I buy?
Yes – swatches are free. Request them from our Swatches page and we will send the materials you want to compare so you can check colour and texture in your own lighting before ordering.
Does ReeWii offer interior design help?
Yes, and it is free. Our interior design team helps you find the right piece for your space, style, and budget, and can work from photos and measurements of your room. Start on our Free Interior Design Service page.
I am buying for a business, hotel or office. Is there a trade programme?
Yes – ReeWii Pro is our trade and business programme, with dedicated account support, wire transfer payment, and financing through Credit Key and Resolve Pay for US members. Apply on our ReeWii Pro page. Trade support is available Monday to Friday, 8am–5pm PT.
Can I place a bulk order?
Yes. Use our Bulk Order page for multi-item and volume orders, or contact our trade team if you need a quote for a whole property or fit-out.
What are ReeWii's sustainability commitments?
We design for durability first, because a piece that lasts is the most sustainable piece. Where possible we use FSC-certified wood, recycled content, and low-VOC finishes, and we prioritise responsibly sourced materials throughout the range. We do not currently operate a nationwide furniture trade-in or recycling programme, though we run local take-back events from time to time.
Are ReeWii finishes safe for indoor air quality?
Yes. We use low-VOC finishes wherever possible so that new furniture does not compromise indoor air quality in your home.
Where can I get more help?
Our Help Center covers shipping, returns, payment, product information, swatches, and trade questions in depth. If you would rather ask a person, email sale@reewii.com, call (+1) 626-912-8888, or use our Contact Us page.
Furniture Buying & Living Room Advice
How much does it cost to furnish a living room?
Expect roughly $800–$2,000 for a basic living room – a sofa, coffee table, and lighting. Adding accent chairs, storage, and décor moves the total to roughly $2,500–$5,000 depending on size and materials. Starting with the largest piece and building outward is the most reliable way to keep the budget under control.
How do I choose the right sofa size?
Measure the wall you plan to use, then the route in. Leave 30–36 inches (76–91 cm) of clear walkway in front of the sofa and about 18 inches (46 cm) between the sofa and a coffee table. A two-seat sofa suits rooms under about 130 sq ft; three-seat frames need roughly 7 feet of wall. Browse sofas by size to narrow it down.
How much space should be between a sofa and a coffee table?
16–18 inches (41–46 cm) is the sweet spot. That is enough legroom to get in and out comfortably while keeping drinks and everyday items within easy reach. If you have more than 20 inches you usually need a larger table, not a bigger gap.
How can I make a small living room feel larger?
Choose pieces with a smaller footprint, keep walkways clear, and favour lighter colours and legs that raise furniture off the floor so you can see more flooring. Multi-purpose pieces such as storage ottomans and wall-mounted shelves reduce clutter, and layered lighting at different heights stops a small room feeling flat. See our living room collection.
How should I layer lighting in a living room?
Use three layers: ambient light for overall brightness (a ceiling fixture or floor lamp), task light for reading or conversation (a table lamp beside the sofa), and accent light to highlight artwork or a corner. Put the main layers on dimmers so the room adapts from day to evening. Browse lighting.
What furniture should I buy first for a new home?
Buy in this order: a sofa or bed first, since they anchor the room and dictate layout; then the table you use daily (dining or coffee table); then lighting, because it changes how the room feels; then storage; and finally décor. Rushing the first category is the most common and most expensive mistake.
Should I buy a sofa online without sitting on it first?
Check three things before you buy: seat height (17–19 inches / 43–48 cm suits most adults), seat depth (22–24 inches / 56–61 cm supports a relaxed sit), and cushion construction – high-resilience foam wrapped in fibre keeps its shape. Then order free swatches to check the fabric in your own lighting, and remember you have 30 days from delivery to return or exchange.
How do I read furniture dimensions before ordering?
Look at both the assembled dimensions and the boxed dimensions on the product page. Assembled dimensions tell you whether the piece suits the room; boxed dimensions and diagonal measurements tell you whether it will fit through your door, hallways, and stairwells. Measure wall space, walkways, and door openings before you order.
Still need help?
Our team is available Monday-Sunday, 8:30am-10:30pm (PT). Email sale@reewii.com, call (+1) 626-912-8888, or use the form on our Contact Us page.
Detailed policy pages: Shipping & Delivery · Returns & Exchanges · Payment Options · Order Tracking · Product Information · Free Swatches · ReeWii Pro & Trade
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