Shipping & Returns
PRIMO Fast & Free Shipping
Provides you with free shipping and one business day handling time.
|PRIMO Fast & Free Shipping lets you know that a specific item ships free, with expedited handling, fast shipping, and likely arrive within 6 business days to most areas. Most orders are shipped using a tracked shipping method, and tracking information will be updated after carrier pick-up.|
Return, Exchange, and Refund Policy
Everyone at Homeplace Group wants to make sure you are completely satisfied with your purchase, and that everything was delivered as ordered. We take pride in the quality of the products we sell, and offering a great customer experience is our top priority.
Most items purchased from Homeplace Group can be easily returned for replacement, exchange, or a refund. If you need assistance with your new items, or feel you may have ordered the wrong item, please contact us for support by calling toll free 1-800-823-4233, or sending an email to email@example.com .
Return Policy - Product Restrictions
Certain types of products sold by Homeplace Group are non-returnable. Items which cannot be returned include custom made, special ordered, or custom-made items. Heavy items like Bed Frames and Rails, Center Supports, Mattresses and Box Springs, Temporary Beds (Rollaway Beds, Trundle Beds, Sleeper Sofa Mechanisms), Adjustable Beds, and Bedding are not acceptable for return. The cost of return may be quite expensive, please refer to our Lifetime Service Policy to resolve issues.
At Homeplace Group, we strive to answer all questions and concerns prior to an order being placed. We encourage you to contact our support team so we can help ensure you receive the correct product the first time.
Damaged / Defective Items and Incorrect Shipments
In cases of shipping damage, defective products, or shipment discrepancies, resolution can often be expedited by providing images of the damage or defect (along with a clear description of the problem) in an email to our customer support team (firstname.lastname@example.org ). Once we receive this information, we will provide parts or replacement items as necessary to complete the order. If you receive a shipment which appears damaged, make a note of the damage with the carrier before signing for the package.
Who Covers the Shipping Costs?
In cases where items arrive damaged or in defective condition, we will either arrange for return shipping, or ask that you dispose of the product, as deemed appropriate. We do not reimburse or provide credit for return shipping costs. If a product is damaged or defective, you should make arrangements with our support team prior to returning anything to us.
For all other cases, shipping costs are the responsibility of the customer. For orders which qualified for Free Shipping, the actual cost of shipping and handling will be deducted from your refund.
Unless otherwise notified when being issued your Return Authorization Number, returns will be assessed a restocking fee. This fee is a percentage of the order total, based on the following rules:
- Exchanges received in new condition, with all pieces included.
- All items returned in new, unopened packaging, with all pieces included, AND - Received within 10 days of being issued a Return Authorization Number.
- All items returned with opened packaging, but in new condition with all pieces included, AND - Received within 10 days of being issued a Return Authorization Number.
- All items returned in new condition (Opened or Unopened), with all pieces included, AND - Received 11-20 days of being issued a Return Authorization Number.
- Items returned damaged, missing parts, or obviously used, OR - Received more than 20 days after being issued a Return Authorization Number, OR - Received without being issued a Return Authorization Number.
How to Request a RMA (Return Merchandise Authorization) Number:
All Return and Exchange requests need to be submitted in writing, by sending an email to email@example.com . You must make this request within 5 days of the order being delivered.
- Be sure to specify which items you wish to return, and include a reason for returning.
- Specify whether you are requesting a refund or an exchange, and if requesting an exchange, which item you would like to exchange for.
- Be sure to include your name, order number, and contact information to expedite processing.
How the Returns Process Usually Works
- Submit your RMA request by sending an email to firstname.lastname@example.org
- You will immediately receive an automated response letting you know we received your request.
- You will be emailed a RMA Number and return instructions (Usually within 1 Business Day.)
- Write your RMA number clearly on the outside of the package and include a copy of the original order paperwork inside the box.
- You will be notified by email once your refund or exchange has been processed.
Thank you for your interest in purchasing an Adjustable Bed from us! Please review the information below regarding shipment of Adjustable Beds. If you have any questions or concerns, or would just like something clarified, please call or e-mails us.
For Adjustable Beds advertised with free shipping, the freight charge is included for most areas of the 48 contiguous United States. However, urban areas, remote locations, islands or peninsulas may incur additional surcharges - please inquire for a detailed quote prior to ordering. In cases where an appointment is made for delivery, a re-delivery fee will be charged if you miss your delivery appointment. Please allow approximately two to five weeks for delivery (depending on where you live). Freight shipping to a business address will greatly reduce the time it takes for delivery.
In-Home Delivery and Setup
In-home Delivery and installation is available as an option on many orders. Please allow 3-6 weeks for shipping based on your location. In-Home Delivery Service includes a two-person team, who will bring the product into your home and set it up on the ground floor. For deliveries on higher floors, additional charges will apply - please inquire. Extra charges may not apply for buildings with operational freight elevators.
We will inform you when your order has been picked up by the delivery company from our warehouse. In-Home delivery requires careful planning on the part of the delivery company, and may take longer than regular freight shipments. The delivery company will contact you to schedule an appointment before attempting to deliver. If you miss your appointment, a re-delivery fee may apply, and delivery may be further delayed. Please provide at lease one daytime telephone number where we and the delivery company can contact you - If possible, please provide a secondary number as a backup.
At the time of your appointment, a two-person team will bring your new bed into the room of your choosing, and will ensure that it is set up properly and ready for you to sleep in. For insurance purposes, the delivery team is only allowed 30 minutes in a customer's home, so please have a clear path ready for them and the room prepared. They will not be able to move or remove any existing furniture or other items. Should you have any questions regarding operation of your new bed after delivery, please see the operating manual or give us a call, as the delivery team is not able to train customers on proper operation of the bed.
Curbside Freight Delivery Information
Freight shipments sent to residential addresses may take an additional 4-5 business days, as an appointment must be made for delivery. For faster delivery, shipping to a business address is recommended. Delivery agents will unload your items from the truck, but will not move the items inside your home or business. You will need to have the ability to move your items at the time of delivery. Drivers do not assist with unpacking, set-up or clean up. The delivery company will call and schedule the time for the delivery, usually M-F 8AM-5PM, and span a 4-hour period. A signature is required for delivery, but before accepting and/or signing for your delivery, please inspect your order thoroughly. Please include a daytime phone number in the shipping information at the time of check out.
Alaska, Hawaii, and International Shipping
Shipping is available for Alaska, Hawaii, and International Destinations. Additional shipping charges will apply, so please contact us before placing your order for a shipping estimate. If you place an order and are not charged shipping during checkout, we will contact you regarding shipping charges during processing of your order.
Orders being shipped to destinations outside the United States will likely be charged customs fees (taxes, duties, processing fees, brokerage fees, etc.) when it arrives. Unfortunately, we have no control over these fees. If you are not familiar with the customs fees in your country, please check with your local customs office for more information. Because we are a retail store, we are NOT able to mark orders as 'Gifts' or adjust the invoice for customers to avoid paying these fees.
The shipping charges you pay to us do NOT include customs fees, import taxes, brokerage fees, or duties. If you refuse to pay the customs fees when your order arrives, the shipment will be returned to us and we will be charged the customs fees plus return shipping costs. Therefore, we do not issue refunds for customs fees, shipping, or the cost of your order if you refuse to pay the customs fees.
We have no way of estimating customs fees, taxes, duties, etc. so please do not ask us to do so - we don't have this information. Please contact your local customs office if you need to know more.
It is possible that the delivery of your order could be delayed due to customs processing. If your order does not arrive in a reasonable amount of time, you should check with your local customs office to see if they are holding the package for payment of fees. Also, some customs offices will send a separate invoice for your customs fees that could arrive several weeks after you receive your shipment. Please be familiar with the customs laws in your country before you order!