White glove delivery is a two-person home delivery where the crew places furniture in the room the customer chooses, unpacks it, assembles it when needed and takes the packaging away. We coordinate it end to end, from the order in your store to the appointment at the door.
Four delivery service levels, one workflow
Furniture customers expect different things depending on the product and the price. Most brands offer a mix of four service levels:
- Ground parcel for items that fit carrier limits, such as chairs, side tables and compressed mattresses.
- Threshold delivery to the first dry area, like a porch, garage or lobby.
- Room of choice, where the crew carries the item into the room the customer names.
- White glove, which adds unpacking, assembly or setup, and debris removal.
We map each SKU to its default and optional tiers, capture the tier the customer selects at checkout, and pass it to the delivery partner with the order. The crew arrives knowing exactly what was purchased, which is the single biggest step in preventing the wrong-service complaint.
Appointments and customer communication
Large-item delivery requires someone to be home, so scheduling is part of the service rather than an afterthought. After an order is released, the delivery partner contacts the customer to book an appointment window, then sends reminders and arrival notices. Delivery status, appointment dates and proof of delivery flow back into the same dashboard you use for parcel tracking.
When a customer needs to reschedule, the change is handled with the delivery partner directly and reflected in the order history. That visibility means your customer service team can answer the question every furniture buyer eventually asks, which is when the crew is coming, without calling three different companies.
Assembly, placement and packaging removal
Assembly is offered through vetted delivery partners for the SKUs you designate, such as bed frames, dining tables, desks and modular seating. You provide assembly instructions and any hardware notes, and the crew follows them on site. Placement includes positioning the piece where the customer wants it and, where agreed, light tasks like attaching legs or connecting sectional pieces.
Packaging removal is one of the most valued parts of white glove service because furniture packaging is bulky and hard to dispose of. Crews take cartons, foam and wrap with them. Any damage found during unpacking is photographed on site, which gives you clear documentation and lets you decide quickly between a part replacement, a field repair or an exchange.
When white glove is worth it
White glove delivery costs more than parcel or threshold, so it makes the most sense for pieces where a poor delivery would cost more than the service. Good candidates include heavy upholstered seating, solid-wood case goods, items with glass or stone, products that require two people to assemble, and any order where the customer is paying a premium price.
Many brands offer white glove as an upsell on mid-priced items and include it by default on their highest-value products. We can help you look at damage and return rates by SKU and delivery mode, so the decision is based on your own data rather than assumptions about what customers will pay.
What's included
- Threshold, room-of-choice and white glove service levels
- Two-person delivery crews through vetted partners
- Assembly and setup for designated SKUs
- Appointment scheduling, reminders and proof of delivery
- On-site damage photos at unpacking
- Packaging and debris removal
Frequently asked questions
What does white glove furniture delivery include?
White glove furniture delivery includes two-person handling, delivery into the room of the customer's choice, unpacking, assembly or setup where required and removal of packaging and debris.
What is room-of-choice delivery?
Room-of-choice delivery means the crew carries the item into the specific room the customer chooses and sets it down, without unpacking or assembly.
Can customers choose their delivery level at checkout?
Yes. Delivery tiers can be offered as checkout options, and the selected tier is passed with the order so the delivery partner provides the right service.
Is assembly available for every product?
Assembly is available for the SKUs you designate. You supply instructions and hardware notes so crews can assemble consistently.