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 email@example.com or via phone at 732-698-9221.
SHIPPING & DELIVERY INFORMATION
GENERAL PRODUCT INFORMATION
Q. Who is HillsdaleFurnitureMart?
A. HillsdaleFurnitureMart is part of Homelement Stores, Inc, 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 HillsdaleFurnitureMart 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 firstname.lastname@example.org . 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 - 5:30 PM EST.
Q. How do I know my personal and credit card information is secure?
A. You can feel safe shopping with HillsdaleFurnitureMart. 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. In which states do you charge sales tax?
A. Homelement does not charge sales tax unless for orders shipping to state of New Jersey. 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 resident: We are not obligated to collect sales tax but you do need to file sales or use taxes for any online purchase.
Q. What will it cost to ship my item?
A. For Limited Time, we offer FREE Standard Shipping for ANY ORDERS
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.
Q. Do you offer White Glove or Inside delivery?
A. HillsdaleFurnitureMart's 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. Set up of new furniture, and removal of debris or old furniture is not includedPlease refer to the shipping information question above.
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 delivered. 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.
*At times we do use carriers such as FedEx, DHL or UPS, which do not call prior to delivery.
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.
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@HillsdaleFurnitureMart.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 will be required.
Q. What is HillsdaleFurnitureMart's 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 10 days of receiving the furniture.
Q. What is HillsdaleFurnitureMart's 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, you will be responsible for both inbound and outbound freights and any handling fees involved. Aside from the shipping and handling charges, depending on the condition of the return items, you will be charged no less than 15% of the purchase price.
Please note that we do not profit from return products. The shipping charges are the actual shipping cost charged by the shipping company and the restocking fee are charged by the manufacturer. 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 Nexera, Bush Furniture & Home Styles are RTA or Ready to Assemble furniture and cannot be returned. In situations involving damage, please see our damage policy above.
Q. What is the HillsdaleFurnitureMart's 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.
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 under product details or 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 our products are completely 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.
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.