Free shipping across the US!

 

As part of our belief that great design should be accessible to all, we don’t charge for standard shipping within the US (within the lower 48 US states).

 

Delivery Time

Each product page displays "ships within" information. This is the estimated time (actual time may vary) from order placement until the product is dispatched from our warehouse located in Illinois. The time from dispatch to delivery is usually between 3-7 days. For time sensitive deliveries please reach out to our customer team on info@hem.com.

Please note that if you placed an order for products with different dispatch times the full order will be held until your entire order is ready to be shipped.

 

Standard Delivery Services

Hem schedules shipments with the contact details provided at checkout (email, phone number and delivery address). Always make sure the information provided at checkout is correct to avoid unnecessary delays for your delivery. 


Small Parcels and Normal Parcels

Parcels are delivered by UPS or Fedex. We ask you to monitor your shipment via the tracking information that is sent out to you. 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.  If your shipment has been returned to the warehouse you need to contact us at support@hem.com to arrange a new shipment. An extra delivery cost may apply.

 

Freight

If your shipment includes freight items, our partner Mainfreight will deliver your order.Unless otherwise selected, your order will be shipped standard curbside delivery.

Standard 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).

Mainfreight will call you 24 hours in advance of delivery to arrange 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
  • Premium Inside Delivery**: Room of Choice, Unpacking + Debris Removal $300
*Requires Freight Elevator; product assembly and debris removal not included.
**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. Changing the service level may delay your shipment. If delivery has been scheduled (through the 24-hour in advance call), upgrades cannot be accommodated. Please reach out to info@hem.com with all requests.

 

Cancellation & Order Edits

As soon as an order is received we prepare it for shipping (unless a later delivery date was requested). This results in a small window where changes to an order can be made. Make sure to reach out to us immediately at support@hem.com, and 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.


Return policy

We want you to be 100% satisfied with your purchase from Hem.

You may return your new Hem purchase in its original packaging and condition within 14 days of receipt. Hem reserves the right to refuse returned items that are not in original condition due to following reasons (but not limited to): missing original packaging, item packaged differently than way received, missing components, visible damages caused by customer or incorrect packaging. The customer is responsible for any shipping charges associated with returning an item to our warehouse in Illinois. Please contact our customer team to initiate a return at support@hem.com. Make sure to include your order number as well as a reason for the return. 

If your order has been returned to our warehouse due to failed delivery attempts, you can either request a refund minus accumulated shipping costs for the order, or we can re-ship 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 and 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.

Make sure to check all packages carefully at delivery! Report any visible damages directly to the carrier before signing for the delivery. Make sure it is noted on the delivery receipt and signed by the carrier. Take pictures of visible damages to document potential issues. 

Please note: Delivered goods need to be checked for potential delivery damages within 30 days of delivery. This also includes deliveries for projects with installation date further away. Make sure to report any potential claims within this 30-day timeframe. We reserve the right to deny claims submitted beyond this limit (this does not apply to warranty claims).

 

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 support@hem.com.  

Note: we do not take responsibility for lost/missing packages that show successful delivery to the order address. Please contact Fedex / UPS / Mainfreight to file a lost or stolen item claim.