Homelement: Frequently Asked Questions

Below is the list the frequently asked questions. If you cannot find the answer that you need here, please don't hesitate to contact us via email at customerservice@homelement.com or via phone at 732-698-9221.








About Homelement

Q. Who is Homelement?
A. Homelement is a premier direct marketer of home furnishings delivered directly to your home. We pride ourselves on our wide variety of high quality, well priced items.

Q. How do I contact Homelement if I have a question?
A. If you have questions about your order or any of our products, you can contact us either at our toll free number 732-698-9221 or by emailing us at customerservice@homelement.com . We are very committed to customer satisfaction and will provide excellent assistance and customer care any way we can. Our business hours are Mon-Fri 9:00 AM Ė 5:30 PM EST.

Ordering Information

Q. How do I know my personal and credit card information is secure?
A. You can feel safe shopping with Homelement. We use industry standard Secure Socket Layer software (SSL) to encrypt your personal and credit card information during the order checkout process.

Q. What if I don't want to place my order online, can I place an order over the phone?
A. Yes, a Customer Service Representative will be happy to assist you in placing your order via the telephone. Simply contact our customer service department at 732-698-9221.

Q. How do I know you received my order?
A. You will receive a confirmation e-mail within 15 minutes of placing your order. If you do not receive your confirmation e-mail, please contact us to confirm your order.

Q. Are there any restriction(s) on the discount coupons?
A. Each discount coupons has specific restrictions such as minimum purchase amount, discount amount, applicable brands, and more. Please check with us if you have any questions regarding this.
Certain brand(s) are excluded from any discount coupon: Parker House. Please call us at 1-800-996-8221 if you have any questions regarding this.

Payment Information

Q. What forms of payment do you accept?
A. Our secure web server payment technology accepts major credit cards. You can also pay by check or money order, but please note that this may delay processing your order by up to 10 business days.

Q. When am I charged for my order?
A. Your credit card will not be charged until the order is ready to be shipped. However, please note that there will be a temporary charge on your statement. This is nothing more than an approval of funds and the charge will not go through until we are certain the order is ready to ship out to you.
*If you are paying with either a Debit Card or PayPal, the charge will be immediate.

Q. Do you charge sales tax?
A. Homelement are not obligated to collect sales tax unless for orders shipping to state of New Jersey and New York. However, please check with your State's regulation since it might vary from state to state and we are not responsible for individual States'sales and use tax regulation regarding online transaction.
For Colorado, Oklahoma, South Dakota, and Vermont resident: We are not obligated to collect sales tax but you do need to file sales or use taxes for any online/untaxed purchase.

Q. What will it cost to ship my item?
A. We offer FREE Standard Shipping for any orders over $1199. For orders less than $1199, the shipping fee is FLAT $99.
*We also carry many products with no minimum FREE Standard Shipping; simply look for the Free Shipping sign.

Shipping & Delivery Information

Q. How will my order ship?
A. All our items, including large furniture units, are specifically packed for shipment to your home or business address in double-bonded secure shipping containers and are guaranteed to arrive in first class condition. All shipments are fully insured.
Standard Shipping: Parcel Services
The selected parcel service (UPS, DHL, FedEx, or USPS) delivers your merchandise to your home or place of business and places it at the front area of your workplace or front door of your home. This service has weight and cube restrictions and not all of our items can move in this manner.
Standard Shipping: Truck Freight/Common Carrier
Most of the furniture we sell are simply too big or too heavy for a regular Parcel Services to handle. A trucking company (or commonly known as a common carrier) is the delivery method of choice for the furniture industry. The carriers will only unload the furniture to the curbside. They will only deliver during business hours between 8am to 5pm, Monday to Friday, by appointment. Please make sure that you have adequate help to move the furniture.
Certain areas such as rural areas or areas with restricted delivery access might require special delivery arrangement and incur additional fees. Some examples include but not limited to: areas where smaller trucks are needed to do the delivery, island area that only accessible by boats.

Q. Do you offer White Glove or Inside delivery?
A. Homelementís standard form of delivery (Standard Shipping) is "Curb Side Delivery", which is delivery generally to the entrance of your ground level home or apartment building. Please refer to the shipping information question above.

If your order is shipping to New Jersey, we can offer an upgrade to either White Glove Delivery or Inside Delivery. Please contact us at 732-698-9221 for information pertaining to pricing and availability for your area. We currently do not offer upgraded delivery service to other area except New Jersey.

White Glove Delivery or Inside Delivery†is a premiere delivery service available on select products. White Glove Delivery includes inside placement of products into your room of choice, delivery of items up to two flights of stairs, unpacking of items, debris removal, and limited product set-up.
The upgraded form of delivery incur an additional fee and can only be added to your order by contacting our Customer Service Department at 732-698-9221 prior to placing the order.

Q. How can I track my order?
A. Once your order has shipped, we will email tracking information to you that will contain your tracking number, the name of the carrier that has your order, and their contact information for follow up. You will be able to check the status of your delivery timeframe either online through the carrier's web site, or via telephone. Our carriers will contact you a day or two prior to arriving to your location to set up a delivery timeframe with you.

Q. When will I receive my order?
A. You will be contacted shortly after placing your order with shipping information specific to your order and to schedule your delivery if applicable. Some of the products are available for next day shipment and we strive to have your order shipped between 1-2 weeks from the warehouse. Occasionally, certain items (invariably the one you wanted most) sell out of stock and become back ordered. Shipping times vary depending on the manufacturer and your proximity to the warehouse. For items that are out of stock, we would let you know the approximate date when the items would be shipped. Please add about 1 week of transit time once your order leaves the warehouse Please note that this is only a guide, we cannot guarantee these times! Call to get the lead times on the products you are considering.

Q. How do I schedule my delivery?
A. Most of our orders are delivered by Truck Freight/Common Carrier*. Deliveries are generally scheduled between Monday thru Friday 9:00 am thru 5:00 pm. Our carriers will contact you to schedule a delivery window with you. Carriers try their utmost to deliver between the scheduled appointment times. However, please understand that these are just estimated timeframes and we cannot guarantee this window. If the delivery window changes, we make every attempt to notify you. Please note that any missed deliveries may incur additional redelivery costs. When access to the delivery location is restricted by narrow streets, dead ends, low-hanging trees, or tight corners, please contact us prior to placing your order since special delivery arrangement might be needed and might incur additional shipping fee.
*At times we do use carriers such as FedEx, DHL or UPS, which do not call prior to delivery.

Q. How many deliveries will I receive?
A. If you purchase items from more than one manufacturer, you will receive more than one delivery, possibly on different dates and/or times.

Q. What if I live outside the continental USA, can you ship to me?
A. At this time we only ship to the 48 states in the Continental USA. However, depending on the items that you'd like to purchase and your location, we might be able to arrange something. Please contact us via email or call us at 732-698-9221 for information.
Alternatively, some of our customers arrange their own international shipping. If that's the case, we'll be happy to ship the items to the warehouse of the international shipping company of your choice.

Damage Information

Q. What happens in the unlikely event my product is damaged?
A. If your carton appears only slightly damaged, please note the damage in details on the Proof of Delivery (POD) form and accept the carton for further inspection. If your carton shows a significant amount of damage please refuse the damaged cartons only and notify us immediately either at 732-698-9221 or by emailing the Claims Department at claims@homelement.com. For details on how to inspect the item during delivery, please refer to shipping information document.
*Please note in most cases digital photos of the merchandise and/or the packaging will be required. Please keep the original box/packaging since it is required for us to process the claim.

Please note that you do need to inspect the boxes when receiving the merchandise. If the box is damaged and it is not noted on the delivery receipt, we will not be responsible to replace or fix the merchandise.
For any concealed damage, please report any issues within 10 days of the delivery receipt. Most of the time, we will request the picture and detail description of the issue in order to process the claim. Depending on the extent of the issue, we will either send replacement part/piece or send Furniture Medic professional to repair it.

Below is a sample of the correct way to sign for damage:
Sample Delivery Receipt

Policy Information

Q. What is Homelementís Warranty Policy?
A. All the furniture that we sell are brand new and carry the manufacturer's warranty. Most of the manufacturer warranty however is only limited warranty that does not cover any wear and tear. That being said, please report any defect or issues within 3 days of receiving the furniture.

Q. What is Homelementís return and refund policy?
A. We are sorry that we cannot issue a full refund for cancellation or return once the merchandise is shipped from the warehouse. If shipment is refused without prior authorization, the return policy will apply. Our return policy is 15% restocking fee (pending inspection) plus the actual inbound and outbound shipping. The actual shipping charge will be applied to any product regardless of the Free Shipping promotion or the flat rate $99 shipping. The products have to be in the original packaging and in brand new condition. Please contact us at 732-698-9221 for authorization prior to returning any items. Please note that we can only accept returns for the maximum of 14 days after the delivery date.
Please note that we do not profit from return products. The shipping charges are the actual shipping cost charged by the shipping company. If you need any information about the product, please contact us and we will try our best to answer any questions that you might have.
*Please note that we do not accept return on mattress product, Nexera, Prepac, IMAX, and RenWil. In situations involving damage, please see our damage policy above.

Please note once your order has been officially canceled, you will receive a cancelation confirmation via email. If you do not receive this email shortly after your request, please contact Homelement Customer Support. Once you receive the cancelation confirmation email, please save it for your records as proof that your order has been canceled.

Q. What is the Homelementís cancellation policy?
A. If we are able to cancel your order before it is processed by our warehouses (normally within 24 hours from the time you ordered), there is not a charge for the cancellation. Otherwise 15% restocking fee will apply. Therefore, if you need to make any changes to your order, please contact us as soon as possible at 732-698-9221.
If the order has been shipped out from our warehouse, please see our return policy above.

General Product Information

Q. What size mattress do I have?
A. The dimensions are as follows (Please note that these are mattress sizes, not bed or bed frame sizes):

Size AKA Width Length
Twin Single 39" 75"
Full Double 54" 75"
Queen 60" 80"
Eastern King Standard King 76" 80"
California King Western King 72" 84"

Q. Does a mattress come with my bed?
A. Generally speaking, most of our beds include the headboard, footboard and framing system Ė unless otherwise specified. We do not include a mattress with purchase of bed, but we do sell them separately.

Q. What exactly comes with my item?
A. Prior to confirming your purchase, please take a moment to make sure you are purchasing precisely what you need. You can find this information in "Specifications" under Product Details to determine what items are included since sometimes the image shows more or less items. You can quickly jump to this area on the product page by clicking "See what is included" underneath the item price. If you need further information do not hesitate to contact our customer service department and one of our representatives will be able to provide you with any information you may need.

Q. Is the color or finish I see on my screen accurate?
A. All photos on our website have been color matched with the actual product. How these photos display on any individual monitor and output from any printer can vary widely based on the different settings and external conditions. Regard any color printout as merely a color estimate rather than a true color match.

Q. Will my product require assembly?
A. Most of the items that we sell are mostly assembled and usually only require minor and easy assembly. All screws and other hardware are included in the boxes along with detailed instructions on how to assemble the piece. Please check with us if you need assembly info on specific items.
Please note that products by South Shore, Prepac, Nexera, Bush Furniture & Home Styles are RTA (Ready to Assemble furniture) and need some extensive assembly.

Q. Does the furniture have any distressing?
A. Most traditional styled furniture will have some distressing to give the new furniture an appearance of having seen many years of use. There are many distressing techniques used which include paint rub, nail/chain marks, and more. The distressing is applied for a variety of furniture from accent pieces, dining set, to bedroom furniture. Since it is a really common process, it might not be stated explicitly on the item description. If you have any questions whether a certain items have any distressing, please contact us to verify.

Q. Do you have a showroom or do you know where I can see the furniture in person?
A. We are strictly an online retailer and do not have a showroom or store. While we do sell brand name items on our website, we do not have information pertaining to the location of the items in local stores in your area.

Q. What if the items do not fit inside my place?
A. Please check the measurement of the items against your door opening, hallway size, stairway clearance, ceiling height before ordering. If the items need to be returned because of this reason, please see our return policy.

Q. For California residents: Proposition 65 Label
A. California Proposition 65 requires warning labels on any products that may contain any of the hundreds of ingredients listed by California OEHHA office as possible carcinogen which covers everyday things from coffee to wood dust.

The warning is specified as follows:
WARNING: This product contains a chemical known to the State of California to cause cancer or birth defects or other reproductive harm.

Since we carry many brands and products, we are providing this warning for all products shipped to California.

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