Rates

Rates in your sidebar is our price list, kept in the portal and always current. The numbers on it are the same ones your invoices are built from, so what you read there is what you are charged.

This guide describes what is on the page, but it does not repeat the amounts, and there is no screenshot of them here. This help center is public, and a price copied onto it would be out of date the day a rate changed. Your rates live in one place only - the portal, where they are always current. Sign in to read them.

Everyone on your account can see it

Unlike the rest of billing, Rates is visible to every login on your account, not only account managers. Someone deciding whether to ship a piece to us needs the price as much as the person who pays the invoice.

Opening the rate list

1. Sign in to the portal.
2. Select Rates in the sidebar. (Or press ⌘K anywhere in the portal and type “rates”.)
3. Read down the card you need. Nothing on the page is a form - it is there to look at.

What is on it

Receiving

The six per-piece receiving rates, the optional rug inspection rate, the per-bulb rate for a box of light bulbs, the crate and pallet handling charges, and the surcharge for a box that arrives without your sidemark.

This card also names the cut lines between the tiers - the cubic feet and the pounds at which a box stops being one tier and becomes the next. That is the part you cannot work out from an invoice, and it is what lets you price a shipment before you place the order. How receiving is charged explains what each tier covers.

The top of the ladder is set by weight alone: past the heaviest line a box is charged at the top rate whatever its size and whatever is inside it, because that is the two-person lift either way. The tier below it is the bulky-but-not-heavy one - a box that eats a whole bay without being a strain to carry.

One line at the bottom of the card is worth reading twice: a box holding several identical units is billed per unit, not per box. Three matching dining chairs in one box are three pieces.

Light bulbs are priced their own way. A box that is nothing but light bulbs is not priced per piece like furniture: the box takes one charge at the Tier 1 rate, and then each bulb we count and check in adds the small per-bulb amount on this card. That is what keeps a lighting order of sixty bulbs from billing like sixty pieces of furniture. It only applies when bulbs are all that is in the box - a box holding bulbs and a lamp is priced by its size like any other, as is a bulb box big or heavy enough to reach one of the top two tiers on its own. See How receiving is charged.

Crate and pallet handling works the other way round. Those two are charged once for the container, whatever came on it - one charge for the crate however much is inside it, one charge for the pallet however many boxes are on it - because prising a crate open or getting a pallet off the truck is the same job either way. The pieces themselves are then received at their own tiers on top.

Storage

The flat base storage fee charged in any month we are holding items for you, plus the monthly rate for each cubic foot of space your items take up, measured from the box they are stored in.

Storage is charged per box, not per piece. The rate applies once to each box each month, however many pieces are inside it, because one box takes up one box’s worth of shelf - so the receiving rule above (a box of three matching chairs is three pieces) does not carry over to storage. How storage is charged has the detail.

Storage bills by the calendar month and is not prorated: a piece that arrives on the 28th, or leaves on the 2nd, is charged that whole month. A month with nothing in the warehouse is not billed at all.

Delivery, install and pickup

The warehouse pull charge per item - locating a piece, getting it off the rack, and staging it - which is the same whether our crew installs it, your own driver collects it on a will-call, or a freight company collects it for a vendor return. Alongside it: in-house furniture assembly by the hour (billed in 30-minute increments), blanket wrap per piece for furniture that reaches us unprotected, and the flat after-hours callout for a job worked on a day we are normally closed.

A pickup we make for you - collecting pieces from a showroom or a site and bringing them here - is not on this card at all, because it has no fixed rate either. A transport company does the driving and bills us for the trip, and you pay that bill plus our handling, so it is settled once the trip has happened. See What a pickup costs.

Install labor is the one line here without a fixed rate. It is priced from the crew size and the hours your job actually takes, so it is settled with the job rather than set in advance, and your invoice shows the crew, the hours on site, and the hourly rate they worked out to. See The invoice for your install. If you booked the install company yourself and they bill you, this line is not on your invoice at all - see If your install company bills you directly.

Because it is not a fixed rate, every install request carries an estimated cost - a range, with the hours on site behind it - so you have a figure to plan against before the job happens. See Your install estimate.

Damage claims

The hourly rate for the time we spend photographing, reporting, and following a claim through with the vendor or carrier. Repairs themselves are quoted per item and approved by you before anyone starts one - see Working with issues.

Payment terms

Monthly invoices go out on the 5th of each month, covering the month before. This card tells you how many days you have to pay from the day an invoice is issued, and how long past that due date before it is marked overdue.

It also carries the card processing fee: the percentage added to an invoice when we charge the card you keep on file. It is the one line on the whole page you decide for yourself, because it follows how you choose to pay rather than any work we did. Paying by check, or by a bank transfer you send us, avoids it, and a bank account (ACH) on file is charged at face value with no fee at all. See The processing fee when we charge your method on file.

A fee we are not charging is left off the card entirely rather than listed at zero, so a payment method with no line here costs nothing extra to use.

A rate is locked in when the work happens

Every charge keeps the rate that applied at the moment the work was done. An invoice you already have is never re-priced because a rate changed afterwards, so if an old invoice shows a different number from the page today, that is why.

If the page cannot load the rates

Now and then the page shows an amber notice instead of the cards, saying it could not load the current rates. Refresh in a moment and it usually clears. If it does not, ask us and we will send the current list over.

If a number looks wrong

Tell us. The bottom of the Rates page links straight to Portal Support. For a question about a specific line on an invoice you have already received, contact us with the invoice number and we will walk through it with you.