At Hem, we are all about transparency. We don’t believe in the model of subsidizing shipping in the product prices - we would rather be upfront with the actual costs.
The shipping rate is determined by the size and the complexity of your order, combined with the destination of your shipment. The cost will be displayed at checkout.
Have an 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.
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 $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 firstname.lastname@example.org 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 email@example.com. 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 firstname.lastname@example.org.
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. PRO1000
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 email@example.com. 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.