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Shipping Policy


Aetna Stores retails small items like rugs and large products like furniture.

However, large items are usually shipped via our contracting delivery company and delivered locally within a specific radius (excluding certain areas, including, but not limited to the ones that, for example, cannot be accessed via roads like Catalina Island).

If the order exceeds $2000 in total and / or delivery address exceeds 80 miles from our OFFICE location (5028 Vineland Ave, North Hollywood, CA 91601 - by appointment only), Aetna Stores reserves the right to accept payments done only by all types of checks, money order, cashier or certified check, cash (please contact customer service to get a quote for those payments).

We are doing everything possible to help you to get your order as soon as possible. It usually takes five (5) to twenty (20) business days for your order to be delivered. However, shipping and delivery times may vary depending on whether it’s a small or large item, product availability, shipping method and/or delivery address. Please note that certain delivery types may not be available in all areas and/or for some item(s).

If your order contains both items that are in and out of stock with the manufacturer at the time of such order, we will, if applicable and/or available, provide you with ETAs for each item that is currently out-of-stock with the manufacturer(s) as well as with two (2) following options on how to proceed with your order:

IMPORTANT: ETA is just an estimate. Manufacturers do NOT guarantee product availability on said date. Please note that manufacturers may discontinue said item at their sole discretion and/or said item may no longer be available at all.

Please let us know how you would like to proceed (we strongly recommend option number 1):

1) Choose a different item(s) that is/are currently in stock with the manufacturer(s) (RECOMMENDED)

We’ll modify your order in our system by adding the item(s) of your choice that are currently in stock with the manufacturer(s) and removing out-of-stock products from your order subject to your request in writing via e-mail.

2) Order ONLY item(s) that are currently in stock with the manufacturer.

If you want just the item(s) currently in stock with the manufacturer, we’ll modify your order in our system subject to your request in writing via e-mail and remove the item(s) currently out of stock with the manufacturer from your current order. Total order amount, including, but not limited to, tax will be modified, respectfully.


If you’d like to wait for the non-stock item(s) (although its/their availability is not guaranteed as mentioned in paragraph IMPORTANT above), you might want to place another order for said item(s). If so, your card will be charged immediately to secure your order and ensure payment (most card issuers revoke authorization to charge a card in 5-7 days from the date of the order). Please note that you will be charged a separate delivery fee if you choose to place another order. Please also note that our contracting delivery companies are not able to:

- pick up and store in-stock items till, and if at all, out-of-stock items become available and then deliver all items in your order to you;
- perform two (2) deliveries for the price of one (1) - i.e. they are NOT able to deliver in-stock part of your order now and the remaining portion of your order when, and if at all, it becomes available,
because of extremely high costs associated with pick-up, storage and delivery services.

Please note that after the order is back in stock with manufacturer, it usually takes five (5) to ten (10) (and in rare cases, up to twenty (20)) business days for your order to be delivered.

NOTE: Since not all manufacturers provide us with their updated inventory in a timely manner, we cannot guarantee that all items listed on our web-site are in stock.

Aetna Stores and/or its contracting delivery company(ies) in charge of delivery of your order(s) shall not be responsible and/or otherwise held liable for damage done to ceilings, floors, walls, etc., since it is impossible to check their condition prior to such delivery. Damage claims should be addressed to Claims Department, Aetna Stores submitted in writing to Since all delivery damage claims are handled by Aetna, hereby you waive your right to file any claims with Aetna’s contracting delivery company(ies). Please note that all claims are of legal nature and are handled in writing only as described above.

Large Items
For large items, most deliveries take place Monday through Friday from 9am to 5pm, PST. Our Contracting Delivery company will contact you to schedule your order delivery for the day and time convenient for you. If you cancel or reschedule delivery in less than 2 days prior the scheduled delivery date, additional fee equivalent to the rate of selected delivery service will be charged. The cut off time is by 5pm business days only. Regardless of the delivery type, please inspect boxes and their content as detailed in Inspecting Boxes and their Content at the Time of Delivery below. If applicable, please make sure to notify Aetna Stores of any special requirements, including, but not limited to, narrow roads at the delivery address, proof of insurance for condominiums and high rise building, reservations of service elevators, delivery time frames resulting from local ordinances, parking permits for delivery trucks, etc. If such special delivery requirements are not communicated to us when placing your order, we may charge you additional fees for any orders that are cancelled or rescheduled due to such special requirements. Aetna Stores uses most reliable and best rated local delivery companies, which have largest networks and shortest delivery times in the industry. Like any local distributor or retailer, Aetna Stores shall not be held responsible for any missed delivery appointments, delays in transit, conduct of delivery company’s employee(s) or damage(s) to the customer’s premises or property and may not accept any returns, cancellations or claims resulting therefrom. Delivery teams are not allowed to move any furniture other than the one they are delivering. They are also not permitted to move and/or set up any electrical equipment. To accept, inspect your items and sign up for delivery, we require an authorized adult to be present at the delivery address. Otherwise, additional fees may be charged (please see Missed Delivery Appointment / Refused Delivery below). If a customer (i.e. person who places the order with us and provides us with his/her billing information) authorizes somebody else to accept his/her order, such customer shall still be responsible for the shipment as if he/she signed for receipt himself/herself. By arranging with the delivery company to leave you order without a signature, you release Aetna Stores from all responsibility for such shipment, including, but not limited to, its condition or other delivery issue(s), and wave all your respective rights. If shipment and delivery of your order takes longer than usual, please feel free to contact us so that we are able to resolve the issue in a timely manner or advise you of available options.
In case the item appears to be oversized and not confirmed for safe delivery conditions by Aetna's contracting delivery companies, Aetna Stores reserves the right to deny proceeding with such order on the said items due to probable issues upon delivery.


Shipping cost depends on the distance and quantity of items in the order. If quantity of item numbers is more than 3 items / SKUs- the shipping cost will be higher.


Please make sure to inspect all boxes and their content (i.e. all items inside such boxes) at the time of delivery before signing respective paperwork provided to you by our contracting company’s delivery driver at the time of delivery. Failure to inspect item(s) in your order and make respective notes in the said paperwork at the time of delivery shall mean that no damage was found and, thus, you release Aetna Stores from any liability in regards to such damage(s), including, but not limited to, replacement, return, refund and/or any other claims resulting therefrom. Besides, if customer does not make any notes of damage, if applicable, in said paperwork, he/she shall waive his/her legal rights for a chargeback on the grounds mentioned herein.

If damage is found: (1) during delivery, make respective notes in the delivery paperwork (for example, if multiple boxes are delivered to you and one of them is damaged and has a number or letter on it, please write “Box 2 is Damaged” or “Box A is Damaged”, respectively), take pictures of the damage and immediately - in the presence of our contracting company’s delivery driver - inform us thereof. If any damage is found and immediately communicated to us, we will, after checking with the manufacturer whether the replacement is in stock or not, advise you of further steps. In most cases, including those when a replacement item(s) is available with the manufacturer, the delivery driver will not be able to take damaged item(s) back. Subject to compliance with all our applicable policies and procedures available on our website, and since liability issues are involved (whether manufacturer’s defect or damage in transit) as well as subject to our contracting delivery company’s schedule, the damaged item(s) will be taken back only when a replacement product is available with the manufacturer. We apologize for any inconvenience this may cause. Please make sure not to throw away original box/packaging since we’ll need it to process the claim. It’s customer’s responsibility to inspect the content of boxes in the presence of delivery driver. Failure to do so shall mean that the customer waives his/her rights to claim any damage in regards to such delivered item(s) in future. As a result, if you do not write anything in your delivery paperwork, we shall not be held liable for any damage, in which case we will not be responsible to replace or fix merchandise. All products are brand new and well-packed when delivery driver pick them up from the manufacturer's warehouse.


If you miss your delivery appointment or refuse delivery of your order for any reason, including, but not limited to, damaged packaging and/or product, you shall be responsible for all costs associated with re-delivery and/or storing and shipping the product back to us, respectively, and, if applicable, restocking fee(s). With that in mind, we strongly encourage you to be on time for your delivery appointment and accept your package even if the box and/or product is damaged.


Delivery types below are applicable to large items only.

We and/or our third party contracting delivery company will contact you to schedule delivery of your order within a certain time frame (usually four (4) or six (6) hours). Please make sure to arrive AT LEAST thirty (30) minutes prior. Our contracting delivery company will NOT be able to wait. If you miss your delivery appointment for any reason, additional fees, including, but not limited to, shipping back costs, warehouse fees, gas surcharge and truck fee, etc., may be charged to your account. The same applies if you reschedule your appointment. Since we use multiple third party contracting delivery companies, scheduling time (for example, 48 or 24 hours prior to delivery date & time), delivery windows, etc. may vary. To avoid extra charges when rescheduling your delivery, please make sure to do so AT LEAST twenty four (24) or twelve (12) hours, whatever is applicable to your delivery company scheduling/rescheduling procedure, prior to your scheduled appointment time. In you cancel /reschedule your delivery appointment on the day of delivery, you may be liable for additional fees incurred therewith.

Delivery & Assembly

- Delivery to the room of your choice included
- Assembly included
- Packaging / Boxes removal NOT included

Your order will be delivered into your residence, into the room of your choice, where it will be assembled, set up and placed as instructed by you. Please note that all packaging will be left at your residence since manufacturers will NOT accept any returns without original packaging and box(-es). The chance to get approved for a return authorization is higher if you have original packaging and box(es), however, it is NOT a guarantee since other restrictions and/or conditions, including, but not limited to the ones mentioned herein and/or in Return Policy, may apply. It does not include moving your current furniture or other items, plumbing, vanities installation or any services involving wiring and installation of electrical components. If any damage (during the delivery and/or subsequent) is done to your residence, including, but not limited to doors, walls, windows, floor, ceiling, etc., by the delivery team, Aetna Stores shall not be held responsible and/or in any way liable for the above – it is your responsibility to file a claim with the delivery company. You are solely responsible for protecting your floors from damage by putting blankets and rugs prior to delivery, as well as for making sure that items in your order fit through all doorways, stairwells, etc., and can be delivered to the designated area in your residence as mentioned above. We use professional delivery companies only. With that in mind, if your delivery driver determines that any items in your order cannot be delivered to the designated place for any reasons, including, but not limited to, an item not fitting through any doorway and/or stairwell, it shall be per discretion of the delivery driver where to put such items and Aetna Stores shall not be responsible for his actions. If delivering your order to the said area involves a tight fit, the driver may request you to sign a liability release form, damage waiver or any other paperwork prior to attempting such delivery. If you decide to refuse delivery or return items that cannot be delivered to the designated place, you will be responsible for all costs associated with storing and shipping such items back to us. If the sum of such costs is higher as compared to the total amount paid by you when placing your order for such items, you shall be responsible to cover any difference and pay it in addition to the amount already paid by you. If the sum of such costs is lower as compared to the total amount paid by you when placing your order for such items, 25% restocking fee + all costs associated with storing and shipping such item back to us will be deducted from the refund (if eligible for refund).

Important! According to “Safer at Home” emergency order should the delivery technicians assume any symptoms of COVID-19 at customer’s location, they have the Right to Stop proceeding the service at the customer’s home or location. We will not bill you the service that is cancelled either by driver or the customer.


Each customer must show identification documents when receiving a delivery.
- Always show valid ID or DL.
- The name on the ID must be the same as the name of the recipient.
- Please make sure your identification document is valid and not expired.
- Should there be a person on behalf to accept a delivery, Aetna Stores demands a letter of authorization from the customer who placed an order with permission for the person on behalf to accept delivery.
Customer shall advise FULL NAME and contact phone number of the advised person on behalf. Such confirmation should be sent from the same email that is associated with an order.

On delivery, contracting delivery company will check ID or DL and will fill out the details on the invoice themselves to ensure accurate information. This is done in order to ensure the security of the delivered orders to correct recipients.

MRC’s California Bye Bye Mattress Recycling Program

Bye Bye Mattress is a statewide mattress recycling program, created by a 2013 law and managed by the Mattress Recycling Council. Please visit Bye Bye Mattress Recycling Program in California to find out about monetary incentives and benefits that come with recycling your mattress.

The state law requires retailers to offer to take back old mattresses when delivering new ones. As per Section 42992 (e) for any order placed online on our website our third party contracting delivery company does not require to pick up a used mattress for recovery upon delivery of a new mattress to a customer. Also Aetna Stores or third-party contractor delivering a new mattress may refuse to pick up a used mattress from a consumer if the retailer or contractor determines the used mattress is contaminated and poses a risk to personnel, new products, or equipment. You may contact your city or town for advice on how to dispose of your mattress as solid waste.

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