Customer Service
FAQs
You asked, we answered.
Can I make changes to my order?
Unfortunately, changes cannot be made once an order is placed. Please review all information before placing your order, especially your shipping address.
Do you offer coupons or discounts?
Our promotions are automatically applied when you have qualifying items in your cart. Most promotions are only available on full-price items. For promotions with a minimum purchase requirement, you must meet the minimum amount before taxes or shipping to qualify.
Can I get free shipping if I spend a certain amount?
We offer free shiping with purchases of $99 or more to include (for apparel, bedding, pillows, & throws).
What size should I buy?
Click here to view our size guides. All sizing is approximate and may vary based on the cut of a garment. Be sure to check our product descriptions for information on fit.
What payments do you accept?
We currently accept Klarna, Visa, Mastercard, American Express, Discover, PayPal, and Altar’d State gift cards on the website. We cannot accept more than one credit card per order, including gift cards not issued by Altar’d State (such as Visa gift cards) as those are processed as credit cards.
Can I order online and pick up in store?
Yes! Please use our shop-by-store feature to choose items available in your local Altar'd State. We will email when you your order is available for pick up. You'll have 7 days to pick up your order after you've received the notification. Orders not picked up within 7 days will be automatically canceled. At this time, we do not offer in-store pickup for any Altar'd State at Home items.
Does Altar'd State do price adjustments if an item goes on sale?
No, we do not offer price adjustments to reflect any past or future sales or promotions.
SHIPPING
How much does shipping cost?
Shipping is a flat rate based on when you would like your package to arrive. You can choose the method of shipping at checkout.
| Delivery Method | Cost | Cost |
|---|---|---|
| Standard | $9.95 (free for fashion bedding, pillows & throws orders $99+) | |
| Express | $19.95 | |
| Priority | $24.95 |
All shipping is based on business days and does not include weekends or holidays.
Altardstate.com cannot be held responsible for delayed deliveries due to conditions beyond our control (such as severe weather or carrier service interruptions).
Altardstate.com cannot be held responsible for delayed deliveries due to conditions beyond our control (such as severe weather or carrier service interruptions).
When should I expect my package?
Orders placed after 12:00pm ET will be processed the following business day. Delivery does not occur on weekends or holidays.
| Delivery Method | Estimated Arrival | Estimated Arrival |
|---|---|---|
| Standard | 3-8 business days | |
| Express | 2 business days | |
| Priority | 1 business day |
Do fashion items ship with home furnishings?
Bedding, pillows, and throws ship with fashion. Enjoy free shipping on fashion, bedding, pillow and throw orders over $99. Other home furnishing items will ship seperately.
Can you ship to a PO box?
For shipment to a PO Box, including APOs, please choose Standard. FedEx cannot deliver to PO Boxes. Shipping Furniture, Rugs, Lighting & Mirrors or with Express and Priority shipping require a street address. At this time, we do not offer shipments to PO Boxes for Bedding, Pillows, and Throws.
Does Altar’d State ship internationally?
We can ship to the United States and Canada, as well as to US military boxes. Canadian shipments require the purchaser to pay any import duties or fees associated with the shipment. Furniture, Rugs, Lighting & Mirrors or shipping with Express and Priority cannot be delivered to Canada or US military boxes. At this time, we do not offer shipments internationally for Bedding, Pillows, and Throws.
How are perfumes shipped?
Perfumes containing alcohol may not be shipped internationally or mailed domestically using air transportation. Orders including perfume(s) and requesting air delivery (Express, Priority) will be downgraded or split-shipped (with non-perfume products shipping air). We cannot ship perfume items in Canadian orders and will process item refunds as needed. We apologize for any inconvenience this may cause.
Can I get free shipping on home items?
Only bedding, pillows, and throws qualify for free shipping.
How much does shipping cost?
The cost of shipping is based on the total cost of your home furnishings order (it does not include fashion, bedding, pillows, and throws). Reference the tables below for details.
When should I expect my package?
FedEx orders placed after 12:00pm ET will be processed the following business day. Delivery does not occur on weekends or holidays.
What types of delivery are offered for home furnishings?
We offer three shipping methods for home furnishings: parcel (FedEx), Doorstep, and White Glove delivery. You can choose the method of shipping at checkout. Reference the tables below for details.
Parcel (FedEx) Delivery
Order Total Estimated Arrival Cost
| Parcel (FedEx) Delivery | ||
|---|---|---|
| Order Total | Estimated Arrival | Cost |
| $0-15 | 3-8 business days | $6 |
| $15.01-$45 | 3-8 business days | $9 |
| $45.01-$65 | 3-8 business days | $12 |
| $65.01-$95 | 3-8 business days | $15 |
| $95.01-$125 | 3-8 business days | $18 |
| $125.01-$200 | 3-8 business days | $24 |
| $200.01-$300 | 3-8 business days | $30 |
| $300.01+ | 3-8 business days | 10% of order total |
The delivery rate is based on the total value of items shipped to your address. Delivery time is typically 3-8 days for in-stock items.
Doorstep Delivery
Order Total Estimated Arrival Cost
| Doorstep Delivery | ||
|---|---|---|
| Order Total | Estimated Arrival | Cost |
| $0-$500 | 2-3 weeks | $79 |
| $500.01-$950 | 2-3 weeks | $99 |
| $950.01-$1,895 | 2-3 weeks | $129 |
| $1,895.01-$2,900 | 2-3 weeks | $149 |
| $2,900.01+ | 2-3 weeks | $199 |
With Doorstep delivery, items are brought directly to your front door. This service does not require scheduling or a signature for delivery. Delivery time is typically 2-3 weeks.
White Glove Delivery
Order Total Estimated Arrival Cost
| White Glove Delivery | ||
|---|---|---|
| Order Total | Estimated Arrival | Cost |
| $0-$500 | 2-3 weeks | $149 |
| $500.01-$950 | 2-3 weeks | $199 |
| $950.01-$1,895 | 2-3 weeks | $249 |
| $1,895.01-$2,900 | 2-3 weeks | $299 |
| $2,900.01+ | 2-3 weeks | $349 |
With White Glove delivery, items are placed in a location of your choice inside your home. Additionally, this service includes assembly as well as the removal of packaging materials. Delivery time is typically 2-3 weeks. Oversized items such as sofas, sectionals, and beds require White Glove delivery. Items requiring White Glove delivery will automatically have this shipping method applied at checkout.
You will be contacted by our delivery provider to schedule your delivery once your order has shipped.
Preparation for delivery: The person accepting the delivery must be 18 years of age or older. Please ensure the chosen space is free of prior to delivery.
Does white glove delivery include assembly?
Yes. White Glove delivery is the only shipping method that includes furniture assembly. However, it does not include mounting or lighting installation.
Can you ship to a PO box?
We do not ship home furnishings to PO or APO boxes at this time.
Do home furnishings ship internationally?
We do not offer international shipping for home items at this time, including Canada.
How do preorders work?
If an item is on pre-order, an estimated ship date will be shown and you will not be charged for the item until it ships. If your order contains both in-stock and pre-ordered items, for furniture and rugs, the items will not ship until all are in stock. Textiles and lighting will ship when available.
When will my preordered item ship?
For preordered items, you will be provided with an estimated delivery date at the time of order.
How will I track my order?
Once your order is shipped, you will receive a shipment notification email with the tracking number. Package tracking is usually active about 12 hours after shipping at this link. If you created an account before placing your order (and were signed in to the account), your tracking information will also be available in your account on the website. Still haven’t found your tracking information? Guest services is available M-F 9am-9pm ET and Saturday/Sunday 9am-5:30pm ET.
Contact our Guest Services team by phone, text, or email: Altar'd State: 1-800-284-7348 or guestservices@altardstate.com
Altar'd State At Home: 1-844-495-1987 or guestservices@altardstateathome.com
Contact our Guest Services team by phone, text, or email: Altar'd State: 1-800-284-7348 or guestservices@altardstate.com
Altar'd State At Home: 1-844-495-1987 or guestservices@altardstateathome.com
What if my order doesn't arrive?
Contact us so we can work with you. Guest services is available M-F 9am-9pm ET and 9am-5:30pm ET on weekends. Reach Altar'd State by call or text at 1-800-284-7348 or At Home: 1-844-495-1987 or Altar'd State email guestservices@altardstate.com, Altar'd State At Home guestservices@altardstateathome.com
Returns and Exchanges
How do I make a return?
We want you to love your purchase as much as we love curating products for you. If you don’t love your order, we will make it right with a return or exchange. There is no time limit on returns/exchanges (this includes sale items).
To return or exchange an item in-store: Simply bring the item to any store. You must bring your credit card with you to receive a refund to your original method of payment. If you do not have your card, you will receive store credit.
To return an item via shipping:
If the item was purchased on our website, request a return label here or through your Altar'd State account under Purchase History. Please reference the Ecomm Order ID on your packing slip when requesting a return label.
If the item was purchased in-store or through Instagram/Facebook, request a return label using this link.
To exchange an item via shipping: Go through the return process outlined above and fill out the comment box provided for each item with your desired exchange product. If we have the desired item in stock, it will be exchanged, but if it is sold out you will receive a refund. There is no fee for exchanges. At this time, we do not offer exchanges on Bedding, Pillows, and Throws.
Are returns free?
There is a $8.95 return shipping fee charged for use of a label provided by Altar’d State. The cost of return shipping will be deducted from the refund price for mailed returns using our return label. Even exchanges will not incur the return shipping fee. At this time, we do not offer exchanges on Bedding, Pillows, and Throws.
Can I return items purchased online to an Altar'd State store?
Yes, we will gladly accept returns of online orders at your local Altar’d State location. At this time, we do not accept returns on Bedding, Pillows, and Throws in store.
How do I make a return?
We will accept returns of items in new and unused condition within 30 days of receipt with proof of purchase. Please note that shipping fees will not be refunded and guests are responsible for return shipping costs. Items should not be returned to our stores. Any product that arrives damaged will be replaced at no cost to the Guest.
Lighting
Lighting
- Must be new and unused
- $8.95 return shipping charge
- Items cannot be returned to the store
- To initiate a return, request a return label here or through your “My Account” page under Purchase History
- 30 days to return for new and unused products
- Proof of purchase required
- Guests are responsible for return shipping costs
- Doorstep items: $79 fee
- White Glove items: $149 fee
- Shipping and handling fees are not refundable
- Items cannot be returned to the store
- Refund will be issued at time of receipt
- To initiate a return, please contact Guest Services at +1 (844) 495-1987
- Final sale items and store floor samples
- Gift cards
- Installed Lighting
- Refund will be issued at time of receipt
- Used Bedding
Are returns free?
Guests are responsible for return shipping costs. However, if an item arrives defective or damaged, we will refund it at no additional cost to you.
Fees for Returns:Fedex items, rugs and small furniture - 10% total cost of the product
Doorstep items - $79 fee
White Glove items - $149 fee
Fees for Returns:
Can I return items purchased online to an Altar’d State store?
At this time, home furnishings cannot be returned to any store locations.
Can I return an item that has been opened?
Yes. You do not need to return an item with all its original packaging.
How do I return something big like a couch or a rug?
Rugs: all rugs come with included return materials and instructions.
Other items:
FEDEX
- Contact Guest Services for a return label: 1-844-495-1987 or guestservices@altardstateathome.com
- You will need to package and ship these items yourself
- You will need to package and contact Guest Services to schedule a pickup with our delivery service provider
- You will need to contact Guest Services to schedule a pickup with our delivery service provider
How do I make an exchange?
At this time we do not offer exchanges. However, if an item arrives defective or damaged, we will replace or refund it at no additional cost to you. You can contact guest services at 1-844-495-1987 or email: guestservices@altardstateathome.com
How do preorders work?
If an item is on pre-order, an estimated ship date will be shown and you will not be charged for the item until it ships. If your order contains both in-stock and pre-ordered items, for furniture and rugs, the items will not ship until all are in stock. Textiles and lighting will ship when available.
When will my preordered item ship?
The estimated date your preorder item is available to ship is listed on the product details page, at checkout, and with order details following purchase. This date varies for each item. After the item becomes available to ship, it is automatically shipped to you via the delivery method chosen at checkout. Standard delivery times vary for each shipping method. Click here for more details on shipping times.
What items can be preordered?
Only home furnishings are available for preorder. Home furnishings will be marked as either in-stock or available for preorder, while fashion items will show as in-stock or out-of-stock, with no preorder option
What is the difference between “preorder” and “out of stock?”
Preorder means the item can be purchased now and will ship when available (applies only to home furnishings).
Out of stock means the item is currently unavailable for purchase (applies only to fashion).
Out of stock means the item is currently unavailable for purchase (applies only to fashion).
Where can I purchase Altar'd State gift cards?
You can purchase gift cards here. Gift cards are also available in all Altar’d State locations.
Can I choose a specific date and time for my gift card to email?
Absolutely! When you add a gift card to your bag, you will have the option to send the gift card instantly or schedule when it will deliver.
What if my emailed gift card is not received?
It may be in a spam folder – please ask the recipient to check. If it is not found, contact guest services so they can re-send it or try an alternate email address. Guest services is available M-F 9am-9pm ET and Saturday/Sunday from 9am-5:30pm ET. Reach us by call or text at 1-800-284-7348 or email guestservices@altardstate.com
How do I check the balance of my gift card?
Click here to check the balance of your Altar’d State gift card.
Are there requirements to use Klarna?
Yes, you will need:
• A US-issued debit or credit card
• To be 18+ years old
• A US billing address
• An SMS-capable phone number
• A US-issued debit or credit card
• To be 18+ years old
• A US billing address
• An SMS-capable phone number
How do I sign up?
If your basket is eligible for 4 interest-free payments with Klarna, the option will be presented at checkout. After confirming your phone number, you’ll be sent an SMS message to confirm your identity. You’ll then set up your payment method with Klarna and accept the terms of your payment plan. Visit Klarna Support for more information.
Are there late fees?
A late fee of $7 or 25% of the monthly payment amount, whichever is lower, may be charged if an automatic payment cannot be collected. See Klarna Terms for full details.
What if I make a return?
To ensure your complete satisfaction, we readily accept returns and exchanges. Please see Shipping & Returns for more information. Refunds will be processed to your Klarna account.
Products
What size clothing does Altar'd State carry?
Altar’d State clothing is cut in junior sizes and typically comes in Small, Medium, Large, though we offer some styles in sizes X-Small, X-Large, and XX-Large.
Are all the items on the website available in my local store?
All of our stores have the same selection of products, but may sell out of specific items. If you are looking for a certain product, you can check your area’s store inventory on the product page by clicking “Select Store and Check Availability.” Our guest services team can also assist with finding a product. Guest services is available by call or text M-F 9am-9pm ET and Saturday/Sunday from 9am-5:30pm ET at 1-800-284-7348 or email guestservices@altardstate.com
Does Altar'd State guarantee their products are manufactured with fair-trade practices?
We are dedicated to Standing Out for Good in all of our business practices. We discuss best practices with our manufacturers for work conditions before doing business.
Can I buy Altar'd State products at wholesale?
We do not currently operate as a wholesale business.
How do I get my products in Altar'd State/Arula stores?
Our buying team is constantly evolving and growing our product assortment to provide the best for our guests. If you feel your product(s) would be a good fit, please send your catalog to merchandising@altardstate.com. We will get be in touch with you if there is interest in carrying your products.
Does furniture require assembly?
Some home furnishing items require minor assembly. If an item is delivered via White Glove service, assembly is included.
Are all items on the website available in my local store?
At this time, home furnishings (including bedding) are not available for purchase or return at any store location.
Does Altar'd State guarantee their products are manufactured with fair-trade practices?
We are dedicated to Standing Out for Good in all of our business practices. We discuss best practices with our manufacturers for work conditions before doing business.
Can I buy Altar'd State products at wholesale?
We do not currently operate as a wholesale business.
Does Altar’d State at Home offer a designer discount?
No, we do not offer an interior designer discount at this time.
Are items made of solid wood?
Items that list wood as a material are all made of solid wood, including wood veneered items. None of our items are constructed with MDF or particle board.
click here to find a PDF of the product guide you are looking for.
Before placing your order, we recommend reviewing the product dimensions on the product page and measuring the areas where the furniture will be placed, as well as all hallway and doorways the item will need to fit through. For more details on how to measure and prepare for delivery, see our furniture measuring and delivery guide .
What does Stand Out. For Good mean?
Altar'd State started with a mission to fill a gap in the retail industry and change the world for the better. We want to Stand Out For Good in our local and global communities by partnering with non-profit organizations helping those in need. We support these organizations monetarily with donations (made possible by your Altar'd State and Arula purchases) and with our time by volunteering.
How does Altar'd State choose the non-profit organizations/How does my organization become a recipient?
We wish we could partner with all charitable and/or fundraising efforts, but unfortunately, we cannot, though we are always looking at requests. The best way to work with us would be to contact your local store. You can find a store listing here.
What organizations you support?
We focus our give back in three primary areas of need:
- Mission Monday: In this program, Altar’d State partners on a local level with 501c(3) approved organizations that feed the hungry, assist service men and women, boost self-esteem, love on those undergoing treatment, house the homeless, and more. These partnerships are determined by each individual Altar’d State store in our local communities as they know best the need in that marketplace. 10% of that store's net profits from each Monday during the season are donated to the selected organization. The beneficiary organizations change monthly based on an overarching theme chosen by Altar'd State (such as Children & Education). Each store then chooses an organization that fits the seasonal theme.
- Coprodeli USA: Our home office partners with Coprodeli on serving the disadvantaged in the countries of Peru and Ecuador, particularly children.
- Special circumstances: We jump in when a catastrophic event or need arises such as a tornado, hurricane, wildfire or earthquake and also look at other philanthropic/charitable efforts on a case-by-case basis. Examples of current or past involvement are Habitat for Humanity, Big Brothers Big Sisters, Lifewater International and many more.
Am I old enough to work for Altar’d State?
We have a minimum hiring age of 18 years old.
How do I know if there are openings in my area and how do I apply?
Please visit our Careers page here to see available positions and to fill out an application.
How do I follow up on my application?
If you applied for a store position please contact that store, as each location is responsible for hiring. For home office positions or those with stores still under construction, you may email peopledevelopment@altardstate.com.
How do I become a model for Altar’d State?
Website photography is produced at our home office in Knoxville, TN. We work with agencies to find regionally-based models who are able to work within our photography schedule. If you are in this area and signed with an agency, please contact your agency and ask about working with us. On-location models are also agency based.
Where are Altar’d State stores located?
You can find a store locator here.
I need a store in my town – how can I make that happen?
Our real estate team is always working to identify the best locations for our Altar’d State stores. Please send any location suggestions you have to our guest services team at guestservices@altardstate.com
Does Altar’d State offer franchises?
We are a privately-owned company and do not currently offer franchise opportunities.
I'm a developer. How do I contact Altar'd State about my location(s)?
Please send an email to guest services at guestservices@altardstate.com
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