Shipping & return policy
Delivery Time
Each product page displays "ships within" information. This is the estimated time (actual time may vary) from order placement until the product is dispatched from our warehouse located in Illinois, United States. The time from dispatch to delivery is usually between 2–4 weeks. For time-sensitive deliveries, please reach out to our customer team at info@hem.com.
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.
Please note that during promotional campaigns, delivery times may be slightly longer due to high volume.
Delivery Methods and Rates
At Hem, we are all about transparency and creating a smooth experience as possible for our clients. Our products ship from the U.S. to Canada, and we make sure you don’t have to deal with any of the common pains related to cross-border purchases. We factor in all relevant taxes and duties at checkout so you don’t have to worry about any unforeseen charges later on.
The delivery rate for your order is determined by a goods & services tax, provincial sales tax, and the size and weight of the items in your cart. The final delivery cost will be displayed at checkout.
Detailed rates:
Example: For a customer buying a Palo 2-seater sofa, shipping to British Columbia, you will see the following at checkout: $3,189 + $669 = $3,858
Palo 2-Seater sofa: $3,189
GST: $159
Provincial Sales Tax: $223
Shipping fee: $287
Delivery Methods
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.
Delivery method | Description |
|---|---|
Standard parcel delivery (Parcel) | Parcels are delivered by 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. Please note that once delivered, Hem does not take responsibility for orders that are lost or stolen. |
Curbside delivery (Freight) | If your shipment includes freight items, our partner Mainfreight will deliver your order and it will be shipped with standard curbside delivery. Standard 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). 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 re-delivery fee of $150. The cost for re-delivery must be paid in advance. Please note that standard freight delivery is made on a pallet. This pallet will be left with the delivery. For freight deliveries, Mainfreight Transport requires curbside 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. |
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.
In order to offer fast and free shipping, reduce waste, and responsibly recycle or refurbish returned items, we charge a return shipping fee equal to 10% of what you paid for your order, with the original packaging intact. Of course, defective or damaged orders are covered by our warranty and aren’t subject to any return shipping fees, as long as the original packaging has been retained. For those cases, check out our warranty information here.
You may return your new Hem purchase in its original packaging and condition within 14 days of receipt. 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. 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, the item is packaged differently than the way it was received, missing components, visible damages caused by customer or incorrect packaging.
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 an installation date 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/missing packages that show successful delivery to the order address. Please contact FedEx / 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.