Holiday Shipping & Returns
During busy periods and holiday season, the delivery time may be longer. We always strive to deliver your order as quickly as possible. December 12th is the last day to order in-stock items for delivery before December 24th/December 25th. Extended returns for gift items until January 15th.
Free shipping across the US!
As part of our belief that great design should be accessible to all, we never charge for standard shipping within the US (within the lower 48 US states).
Standard Delivery Services
Small Parcels and Normal Parcels
Parcels are delivered by UPS. If you are not at home at the time of delivery, the carrier may leave your package at your door if a signature is not required. Please note, once delivered, Hem does not take responsibility for orders that are lost or stolen.
Additional Services for Parcel Orders
Signature required: +$3
If you select "signature required" at checkout, the carrier will obtain a signature from someone at the delivery address. If you happen to not be at home at the time of delivery, the carrier will re-attempt the delivery. After 2 failed attempts to deliver the order will be returned to our warehouse. At this time, please contact us to arrange a re-delivery. The shipping cost for re-delivery must be paid in advance.
If your shipment includes freight items, our partner Mainfreight will deliver your order.
Unless otherwise selected, your order will be shipped standard curbside delivery.
Curbside delivery means that the carrier will deliver your item(s) to the curb of your specified delivery address. This service does not include inside delivery, removal of packaging, assembly or setup of your item(s).
Mainfrieight will call you 24 hours in advance with a specified delivery window. Once scheduled, if you are not available at the set time of delivery, your order will be subject to a redelivery fee of $150. The cost for re-delivery must be paid in advance.
Additional Services for Freight Orders
Inside Delivery: Ground Floor $100
Inside Delivery: Above or Below Ground Floor $200
*Requires Freight Elevator; product assembly and debris removal not included.
Premium Inside Delivery: Room of Choice, Unpacking + Debris Removal $300
*Requires Freight Elevator; product assembly not included.
Note on Additional Services for Freight Orders: Please make sure to select the desired shipping method at checkout. Once your order has been placed, upgrade requests will be subject to additional charge of 100 dollars + above price list. This might also delay your shipment. If delivery has been scheduled (through the 24-hour in advance call), upgrades cannot be accommodated. Please reach out to email@example.com with all requests.
Cancellation & Order Edits
We strive to ship as quickly as possible! Due to this, there is a small window in which changes can be made. Please reach out to us immediately at firstname.lastname@example.org. If your order has not been processed for shipment by the warehouse we will do our best to accommodate requests to cancel or edit whenever possible.
We want you to be 100% satisfied with your purchase from Hem.
You may return your undamaged and unused Hem purchase in its original packaging within 14 days of receipt. The customer is responsible for any shipping charges associated with returning an undamaged item. Please contact our customer team to initiate a return at email@example.com.
If your order has been returned due to failed delivery attempts, you can either request a refund minus shipping costs for the order, or we can reship the order once re-shipment costs have been paid.
We do not offer direct exchanges. Orders can be exchanged by returning for a refund, and submitting a new order.
Incorrect or Damaged Orders
If you feel there is an issue with your Hem product or if something is missing, we are here to help you resolve this situation as quickly as possible!
To start the process please: File a Claim Here
Please be prepared with the following:
Order number: EX. WEB1000
Photos of the damaged item, exterior packaging and shipping label
Article # / SKU of the product: EX. 12345
Please hold on to all packaging and product(s) while we review your claim.
Lost & Stolen Packages
If your tracking information shows that your package was delivered, but you have not received it, please contact our Customer Team at firstname.lastname@example.org. Note: we do not take responsibility for lost/missing packages that show successful delivery to the order address.
The "ships within" information on our product pages is the estimated time for dispatch from our warehouse. The actual time to dispatch the products from our warehouse may vary.
Please note that if you placed an order for products currently not in inventory, the shipping time may vary. The lead-time is displayed on the product page, above the "Add to Cart" button. Your entire order will ship when all items are in stock.