Customer Care

Your experience is our top priority. If you need additional assistance, please contact our team at


Delivery Lead Time

Most orders are shipped within one week of order unless otherwise noted. Backorder items will state their estimated shipping date on the product page.


Freight deliveries are made by a third-party carrier only available during weekdays. When delivery is ready, a representative will contact you directly to schedule a delivery timeframe that works best for you.

White Glove Delivery

White glove delivery is not available on all orders. Reach out to our customer service team to possibly add white glove delivery to your order.

Upon arrival, a representative will assist in moving and placing the item in the desired location. Please note the representative will ascend no more than one flight of stairs. Clear all walkways to create a clear path for your representative to navigate with ease, as the representative is not permitted to move your existing furniture nor make changes/modifications to your home. Have the area clear and ready prior to your representative's arrival. When your item arrives, review it carefully and provide a signature upon receipt.

Transit Times

Item transit times vary, but typically take between 2 and 5 business days for ground shipping if there are no delays. For freight shipping, transit times can vary from 5 business days to up to 3 weeks depending on the final destination.

Where do we ship?

We ship items to locations in the continental United States. At this time, we do not ship items to Alaska, Hawaii or Canada.

Shipping Charges

Shipping costs vary depending on order weight and shipping distance. Shipping costs can range from $9.95 to $1,000 and above. You can see our shipping rates table below

Ground Shipping

Cart Total Shipping Charge
$0 - $29 $9.95
$30 - $54 $11.95
$55 - $69 $12.95
$70 - $99 $14.95
$100 - $139 $16.95
$140 - $149 $17.95
$150 - $179 $24.95
$180 - $199 $27.95
$200 - $249 $32.95
$250 - $299 $35.95
$300 - $399 $49.95
$400 - $499 $59.95
$500 - $699 $75.95
$700 - $859 $89.95
$860 - $999 $95.95
$1,000 - $1,499 $119.95
$1,500 - $1,999 $139.95
$2,000 - $2,999 $159.95
$3,000 and up 5% of cart total

Freight Shipping

Freight shipping is calcuated in the checkout at 10-20% of the original cost of each item in your cart that requires freight shipment.

Item Original Price Shipping Charge
$0 - $999 20%
$1,000 - $1,999 18%
$2,000 - $2,999 16%
$3,000 and up 14%

Note: If your cart qualifies for both ground and freight shipping, your costs will be combined into a single rate.


Decor & Accessories

Items are eligible to be returned for exchange or refund within 14 days of delivery. The product must be in its original packaging, unused, and undamaged. Customers are responsible for return shipping and original shipping costs will be subtracted from the total refund. If the item was purchased during a free shipping promotion, the refund will still be calculated less the shipping fee associated with the order. Please allow 3-5 business days after receipt of the item for us to issue your refund.

Furnishings, Artwork, Lighting, and Textiles

Furniture pieces, artwork, light fixtures, rugs, and other large items are not eligible for return at this time. If your item arrived damaged or the wrong piece was delivered, please take photos for reference and submit a Damage Claim within hours. A member of our team will be in touch with next steps.

Order cancellation is possible within the first 24 hours of purchase. Once your order has been processed (typically in less than 24 hours), we are unable to cancel it. If able to cancel, the customer will be subject to a 5% restocking fee. Should you need to return for any reason unrelated to damage or defect, you will be issued a store credit less original shipping cost, a 20% restocking fee, and cost of return shipping. Returns sent with postage due will be returned to sender. Please allow 3-5 business days for us to review the piece before issuing your store credit via email. It usually takes 5-7 business days for the refund to post back to your account, but some banks may take longer.

Returns that are damaged or not returned in their original condition will not qualify for a refund. If you choose to use your own postage instead of our return label, we highly recommend purchasing insurance and tracking to ensure your piece reaches our warehouse. Heritage House is not responsible if the item becomes lost or damaged during transit.

We're here to help

Frequently Asked Questions

When will my order ship?

Most items ship within 1 to 2 weeks, depending on the most up-to-date lead times. For more information about our shipping practices and policies, visit our Shipping page.

Do you ship internationally?

At this time, we do not ship internationally. For more information on our shipping policies and practices, visit our Shipping page.

How do I make a return?

All damaged and defective items must be reported to our team within the first 48 hours of receiving the shipment, and all claims are subject to inspection and approval. If there has been damage to a product that has occurred over a period of time, a claim must be submitted within 6 months in order to be considered for replacement or issued a store credit as a refund. Visit our Damage Claims page for more information or to submit a claim.

Can I cancel my order?

We try our best to accommodate customer requests, but most of our items are shipped from third party services. This means that as soon as your order is processed, the order is sent to them and the process of getting it delivered has begun. Please feel free to reach out regarding cancellations, but please know that it is often not possible.

Do you offer Trade discounts?

Our Trade Partner Program is designed to create more opportunity for you to earn even better pricing with each purchase. We want to reward our designers for their loyalty to Heritage House. The program includes 3 pricing levels with discounts based on how much you spend with us. As you reach each spending threshold, you earn a better discount on your pricing. To apply, visit our Trade Program page.

How do I care for my items?

We know that furnishings are an investment in your home. With that in mind, we’ve taken great care in writing comprehensive care guides for the products you see in our shop. Click here for guides for rugs, wood, stone, and upholstery.

Do you offer samples?

We do offer samples for the textile options for our customizable furnishings. Reach out to us directly at [email] and we will be happy to ship you the samples you are interested in for a small fee that covers shipping.