Shipping & Return Policy
Delivery Time
Each product page displays “ships within” information. This is the estimated time (actual time may vary) from the date the order is received 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 at 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.
Requested Delivery Dates
Have an upcoming install or urgent project? We suggest adding a requested delivery date. When creating a quote on Hem Pro you can specify a requested delivery date for your order. Please note, that although we cannot guarantee the exact date of delivery, we aim to accommodate this whenever possible given stock availability and ship-to location. If you have a time-sensitive project, send us an email with all details to pro@hem.com and we’ll do what we can to help!
Delivery Methods and Rates
The shipping rate for your order is determined by the gross total of the items in your cart. The final shipping cost will be displayed at checkout.
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 with your delivery.
Below is a breakdown of our delivery methods and rates.
Delivery method | Rate | Description |
|---|---|---|
Sample delivery | Free | Samples will be delivered as standard parcels with tracking information via USPS. |
Standard parcel delivery | 12% of quote's gross total | Items will be delivered as standard parcels via 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, that once delivered, Hem does not take responsibility for orders that are lost or stolen. |
Curbside delivery | 12% of quote's gross total | Standard curbside delivery is delivered by Mainfreight and 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. Please note, that curbside delivery is made on a pallet. This pallet will be left with the delivery. Mainfreight Transport requires curb-side access to the delivery address that will accommodate a 26 ft straight truck. Please notify us in advance if your address requires a smaller vehicle or has other access restrictions. In some cases, this may result in an additional delivery fee. If you have any questions or would like to receive a quote in advance please reach out to: support@hem.com. |
Threshold delivery | 12% of quote's gross total | If your delivery address is located in the greater Los Angeles area or the New York metropolitan area, your freight order will be delivered by our last mile partner GoBolt. Once your order is with GoBolt, you will receive an email with the updated tracking information and a link to schedule delivery. GoBolt’s Threshold delivery means the package will be delivered inside the doorway to the first indoor area of the residence. Ex. An apartment lobby. |
White glove delivery | 12% of the quote's gross total + $150 | If your delivery address is located in the greater Los Angeles area or the New York metropolitan area, your freight order will be delivered by our last mile partner GoBolt. A White Glove upgrade is available at checkout and includes inside delivery, debris removal, and item(s) assembly. The GoBolt delivery options will be automatically displayed at checkout, based on your shipping details and the zip code provided. Please note that White Glove delivery does not include mounting or anchoring furniture. Installation of light fixtures is also not included. |
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 the following reasons (but not limited to): missing the original packaging, item packaged differently than the way received, missing components, visible damages caused by the 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 48 hours of delivery. This also includes deliveries for projects with installation dates further away. Make sure to report any potential claims within this 48-hour 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 or missing packages that show successful delivery to the order address. Please contact FedEx / UPS / Mainfreight to file a lost or stolen item claim.
Made-to-Order Products
Made-to-order products are non-returnable. If you believe there is an issue with your made-to-order product, please file a claim here or reach out to our team at support@hem.com.