Shipping policy

Last updated: October 16, 2026

Thank you for shopping with Gen Sofa. Below is everything you need to know about how we process and deliver your order.

Shipping Costs

Standard shipping is free on all orders. There are no shipping charges added at checkout.

For international orders, import duties, taxes and customs fees are not included in the price and are the responsibility of the customer.

Order Processing

Orders are processed within 2–5 business days after payment is confirmed. Business days are Monday to Friday, excluding public holidays. During sales and peak seasons, processing may take a little longer.

Estimated Delivery Times

Once your order has been processed and shipped, estimated delivery times are:

  • United States: 10–20 business days
  • International: 15–30 business days

Deliveries to remote areas may take longer. Delivery times are estimates and not guaranteed.

Order Tracking

You will receive an order confirmation email when you place your order, and a shipping confirmation email with a tracking number once your order ships. Tracking information may take 2–5 business days to appear on the carrier's website.

If you have not received tracking details within 10 business days of placing your order, please email us at contact@gensofa.com.

Lost Packages

If your tracking shows no movement for 10 business days, or your order appears to be lost, contact us at contact@gensofa.com. We will open a claim with the carrier and, once the claim is confirmed, send you a replacement or a refund.

Damaged Items

Please inspect the packaging and your item on delivery. If anything is damaged, take photos before discarding the packaging and contact us within 7 days of delivery. See our Return & Refund Policy for full details.

Delivery & Address

  • Furniture is usually delivered to your door or the ground floor of your building. Please make sure someone is available to receive large items.
  • Before ordering, check that your item will fit through doorways, hallways and stairways.
  • Please double-check your shipping address at checkout. Gen Sofa is not responsible for orders sent to an incorrect address provided by the customer.
  • To change your address, email us within 24 hours of placing your order and before it ships.

Delays

Delays can occasionally happen due to carrier issues, customs inspections, severe weather, high order volumes or other events outside our control. If your order is significantly delayed, contact us and we will work with the carrier to resolve it.

Customs

Shipments refused because of unpaid duties or taxes are not eligible for a refund of those charges.

Contact Us

Email: contact@gensofa.com
Support hours: Monday to Friday, 9:00 AM – 6:00 PM (US Central Time)
Response time: within 24–48 hours on business days

Please include your order number in all emails.

Gen Sofa
3420 James Ave, Fort Worth, TX 76110, United States
This address is for business correspondence only. Please do not send returns to this address without an approved return request and instructions from our team.