Damage Policy

If your furniture arrives damaged because of the delivery we arranged, we make it right. You never chase the delivery crew or their insurance company — you deal only with us. Claims are paid from a dedicated reserve we hold for exactly this purpose.

• Damage that happens while the item is in the care of the delivery crew Second Stoop arranged — scratches, gouges, cracks, broken parts, or an item that arrives unusable.
• Damage to your home or building's common areas (door frames, stairwells, walls) caused by the delivery crew. Building damage is handled through the crew's certificate of insurance; we route that claim for you.
• An item that never arrives, or arrives at the wrong address and can't be recovered.

Coverage is the item's purchase price on Second Stoop, up to $2,500 per delivery. Items above $2,500 can't be covered by this policy — if you're buying or selling one, contact us before checkout to arrange coverage.

Depending on the damage, we offer a repair, a partial refund, or a full refund of the item price within the coverage limit above. You choose a refund over a repair when the item can't be restored to the condition described in the listing. Approved refunds are paid back to your original payment method.

Sellers aren't liable for damage that happens in transit. Once the delivery crew takes the item, Second Stoop's policy is what applies. Sellers do stay responsible for describing items accurately — including existing damage — since that's what coverage is measured against.

Crews work under their own insurance, including cargo and general liability, and must provide a certificate of insurance for building jobs that require one. Second Stoop never files its own COI on a crew's behalf. Damage caused by a crew is settled by Second Stoop with the buyer first; we then recover from the crew or carrier. Crews should report any incident, however small, to us the same day.