Frequently Asked Questions
We're here to make shopping for your home easier.
If you don't find the answer you're looking for below, contact us at info@homeplacestore.com and we'll be happy to help.
Orders
Can I change or cancel my order?
Contact us as soon as possible after placing your order. We'll do our best to make changes or cancel an order before it enters fulfillment or ships.
Once an order is being processed or has shipped, changes may no longer be possible.
Can I change my shipping address?
Contact us immediately if you entered the wrong address.
We'll do our best to correct it before the order ships. Once an order has entered fulfillment or shipped, we may not be able to change the address.
Why did my order arrive in multiple packages?
HomePlace works with a network of brands and fulfillment partners, so products in the same order may ship from different locations.
Each shipment will have its own tracking information.
Shipping
How long does shipping take?
Most orders are processed within 1 business day and typically ship within 2–5 business days.
Actual delivery time depends on the product, destination and carrier.
Some furniture, oversized and special-order products may require additional time.
Do you offer free shipping?
HomePlace periodically offers shipping promotions.
The current shipping offer applicable to your order will be displayed in your cart before checkout.
Why does tracking say a label was created but the package hasn't moved?
A shipping label may be created before the carrier physically receives the package.
Tracking may therefore take some time to update.
If tracking has not updated for several business days, contact us and we'll help investigate.
My tracking says delivered, but I don't have my package. What should I do?
First check around your home and with household members or neighbors.
If you still cannot locate it, contact us with your order number and we'll help determine the next step.
Returns
What is your return policy?
Most eligible items can be returned within 30 days of delivery.
Some products, including sale and clearance merchandise and certain custom or personalized products, are not eligible for return.
See our Returns & Refunds policy for complete details.
Who pays for return shipping?
For an eligible change-of-mind return, the treatment depends on how you choose to receive your resolution.
If you choose HomePlace store credit, we'll provide a prepaid return label when appropriate and deduct the actual return shipping cost from your store credit.
If you choose a refund to your original payment method, you arrange and pay for return shipping.
How long does it take to receive my refund?
Once we receive and inspect your eligible return, HomePlace will process your refund within 7 business days.
Your bank or card issuer may require additional time to post the refund.
Can I exchange an item?
Yes. Contact us at info@homeplacestore.com and we'll help you determine the best option, subject to availability.
Damaged or Incorrect Items
My item arrived damaged. What should I do?
Contact us as soon as possible and send photos of the item and packaging.
We'll review the issue and work with you on the appropriate solution.
I received the wrong item. What should I do?
Contact us before returning anything.
We'll arrange the appropriate correction and will not ask you to deal directly with the vendor or manufacturer.
Something is missing from my order. What should I do?
Because orders may ship in multiple packages, first check your tracking information to see whether the remaining items are still in transit.
If everything has been delivered and something is missing, contact us and we'll investigate.
Furniture
Do you accept furniture returns?
Unused and unassembled furniture may generally be eligible for return within 30 days unless the product is specifically identified as non-returnable.
Furniture and oversized products may have special return and delivery requirements.
What if my furniture arrives damaged?
Contact us and provide photographs of the damage and packaging.
We'll work with you to determine the appropriate solution.
How do I know if furniture will fit in my home?
Check the product dimensions and measure your entryways, hallways, stairways and other access points before ordering.
If you're unsure, contact us before purchasing. We're happy to help.
Products & Brands
Are your products authentic?
Yes. HomePlace sells products sourced through established brands, manufacturers and authorized supply channels.
Do products come with warranties?
Many products carry manufacturer warranties. Warranty terms vary by brand and product.
Contact us if you have a warranty question.
Why did my product ship directly from the manufacturer?
Some HomePlace products are fulfilled directly by the brand or manufacturer.
This allows us to offer a broader assortment while maintaining a high level of service.
You still work with HomePlace if you need assistance.
Customer Care
How do I contact HomePlace?
Email us at:
Please include your order number whenever your question relates to an existing order.
What if I have a problem that isn't covered here?
Contact us.
We'd rather hear from you and help find a solution than have you try to figure out which policy applies.
Our goal is simple: make shopping for your home easier.