Order Agreement

At Heritage House, it is our goal to provide the best order process and customer service. Please review the following order agreement of what to expect when ordering:

Lead Time

Please note that all lead times are approximate and are subject to change. Lead times are strictly quoted as production time only and do not include transit time. Please allow an additional 1-3 weeks for shipping. If multiple items are ordered together, the full order may be shipped in partial shipments as available. You will receive communication for each shipment showing the included items.

Final Sale

Furniture, rugs, most lighting, and other specific products are final sale and are not eligible for return or exchange. When this is the case, it will be noted on the product’s page, in the cart, and in the checkout process. Once the order has been placed into our system, those items cannot be modified or canceled. You can read our return policy here.

Variations May Occur

Exact match on products with fabric, wood, and other natural materials cannot be guaranteed. When offered, we suggest ordering samples of our fabrics and finishes ahead of placing an order to confirm your selection.

Order Payment

Payment is made in full at the time the order is placed. If for any reason you wish to cancel, there is a 24-hour period in which we will attempt to cancel your order. Please note that cancellation cannot be guaranteed for all orders. If the order has been placed with our manufacturer or shipped it cannot be canceled. If cancellation is possible, the refunded amount will be adjusted to cover any payment processing fees incurred. If you placed this order mistakenly or need to cancel, please contact our team at hello@heritage-house.com or by calling 1(800) 959-4079.

Complementary Shipping Insurance

We understand that sometimes carriers can unintentionally damage shipments and other unforeseen circumstances can occur during transit. With this in mind, Heritage House provides complementary shipping service on your behalf. Rest assured that if anything arrives damaged or defective, we will provide a replacement of the same item(s) at no additional cost. The amount of coverage provided is listed by service type below:

  • Ground shipping services: $200 of product value included, additional amounts available at cost
  • Freight shipping services: $5,000 of product value included, additional amounts available at cost

Accessibility for Delivery

It is up to the buyer to ensure that the finished product will fit inside entry points prior to the ordering and delivery of the item. Heritage House will not be held responsible if the piece does not fit into the buyer’s home. If this situation occurs, customers are subject to a 20% restocking fee for the returned item pending approval from our team, in addition to any return shipping costs.

White-glove Delivery

All furniture deliveries come with our complimentary white-glove delivery service. This service includes delivery to your room of choice, and traversing one flight of stairs if necessary. It also covers unpacking, basic assembly, and packaging and debris removal.

Damaged or Defective Items

Each item is inspected to ensure that it meets our quality standards. All furniture items will be delivered via our delivery partner with complementary white glove service. It is the responsibility of the recipient to inspect all items before signing the bill of lading or allowing the driver to leave. Should any transit damage be discovered please contact us immediately and notate in thorough detail on the bill of lading. Should you discover any damage after the delivery has been accepted without notating on the bill of lading we will not be able to file a damage claim with the appropriate company.

Should any item arrive damaged or potentially damaged, please document and continue with accepting the delivery. Deliveries must but accepted in order to process a damage claim to received a replace item. Any refused delivery will incur redelivery charges at customer's expense and will not be eligible for replacement.