Frequently asked questions
Find answers about our products, orders, shipping, returns and more.
Shipping & Delivery
Below are some common questions about shipping, returns, and exchanges
How quickly do Acerka products ship?
Acerka products typically ship from our warehouse within 1 business day. Transit times may vary depending on the carrier and delivery location.
What delivery options are available?
Acerka offers both Standard Delivery and Premium In-Room Delivery options at checkout, depending on the product and delivery location.
What shipping carriers do you use?
Acerka primarily ships with FedEx. Our packaging is carefully designed to protect each piece during transit, ensuring reliable and efficient delivery.
Will I be contacted before delivery?
Yes, tracking information and delivery updates will be provided once your order has shipped. For Premium In-Room Delivery services, the carrier may also contact you to schedule delivery.
Do you ship internationally?
We currently ship in the United States (lower 48 states) at the moment. Please reach out to our customer service if you have an inquiry.
Can I change my shipping address after placing an order?
Shipping addresses may be updated prior to shipment. Please contact our team as soon as possible, and we will do our best to accommodate your request.
Orders & Support
Below are some of are common questions about orders and support.
Can I modify or cancel my order?
Orders may be modified or canceled within 24 hours of being placed. Please contact our team as soon as possible for assistance.
What payment methods does Acerka accept?
Acerka accepts major credit cards and additional secure payment options available at checkout, including accelerated checkout methods such as Shop Pay.
Will I receive an order confirmation?
Yes, an order confirmation email will be sent shortly after your purchase is completed. Shipping confirmation and tracking details will be provided once your order has shipped.
How can I contact Acerka support?
Our team is available to assist you by phone at 866.6.ACERKA, via live chat, or by email at info@acerka.com.
Products & Materials
Below are some common questions about our products
Are Acerka products made from solid wood?
Acerka products are crafted using FSC-certified solid wood and carefully selected premium materials. Detailed material information can be found on each individual product page.
Will natural materials vary from piece to piece?
Yes, natural variations in wood grain, fabric texture, and stone veining are part of the beauty and authenticity of Acerka products, making each piece uniquely distinctive.
Are your fabrics suitable for commercial use?
Acerka products feature high-performance Sunbrella® fabrics, known for their durability, stain resistance, and suitability for both residential and commercial environments.
Can I order material samples?
Yes, Acerka offers material and fabric samples to help you experience colors and textures before purchasing. Order Material Samples
RETURN & WARRANTY
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What is Acerka's return policy?
If you are not completely satisfied with your purchase, you may request a return within 14 days of receiving your order.
To be eligible for a return, items must be unused, in their original condition, and in the original packaging. Proof of purchase, such as an order number or receipt, is required.
Return shipping costs are the responsibility of the customer unless the return is due to a damaged or defective item.
To initiate a return, please contact our team within 14 days of delivery at info@acerka.com or call 866.6.ACERKA.
Can custom or made-to-order items be returned?
Made-to-order and custom furniture items are final sale and cannot be returned or refunded once production has begun, except in cases of damage or defect upon arrival.
This includes items with custom dimensions, personalized finishes, fabrics, colors, or special design modifications.
How long do I have to report damages?
Please notify our team within 48 hours of delivery if your item arrives damaged. To assist with the claim process, provide clear photos of the product, packaging, and a description of the issue by contacting info@acerka.com.
Depending on the situation, we will arrange a replacement, repair, or refund accordingly.
What should I do if my item arrives damaged?
If your item arrives damaged, please retain all original packaging and take clear photos of both the product and the packaging.
Contact our team as soon as possible so we can assist you with the resolution process.