Shipping Policy
All orders over $200.00 with shipping destinations within the 48 contiguous United States qualify for FREE Shipping via UPS Ground. Please call 1.877.442.0010 to discuss express deliveries, special orders, oversized and extremely fragile items as additional charges will apply for these services.
Heights Home Collection ships via UPS Monday-Friday excluding holidays to the 48 contiguous United States. In-stock items will be shipped within 36-48 hours of receiving your order; however, special orders and monogramming will take longer. We will notify you of back ordered items via email, and we will keep you informed of your order status.
Shipping Options
We currently offer UPS Standard Ground. For Standard Ground, most of our customers in the contiguous U.S. receive their orders in just 8 to 12 business days. For Next Day Service, please call us, and we will be happy to help you expedite your order. Next Day Service will deliver your order within 1-3 business days. We are sorry, but we do not offer Saturday or Sunday delivery.
Track Packages
Find the UPS tracking number in the e-mail we sent you confirming that your order has been shipped. Use that number to check the status of your order online. It may take 24 hours before tracking information appears on UPS’s web site, www.ups.com.
If your order appears late, remember:
• Credit card approval must be received prior to processing.
• Expedited and Next Day orders placed after 1:00 PM ET are processed the following business day.
• Expedited and Next Day delivery only occurs on business days (Mondays through Fridays, excluding holidays).
• Monogrammed orders take an additional 4-6 weeks for delivery.
Order Status
Any registered customer can check past and pending orders. All customers will receive two e-mails after order placement. (Please ensure that you register with a valid e-mail address): The first confirms that your order has been received (your order confirmation number will be included); this e-mail should arrive within approximately 24 hours.
The second confirms that your order has been shipped (any tracking information will be included); this e-mail should arrive within approximately 24 hours after your package is
shipped.
RETURNS
30-Day Money-Back Guarantee
We want you to be fully satisfied with every item that you purchase. If you are not satisfied with an item that you have purchased online, you must contact us within five (5) days of receipt of the merchandise, and you must return the item within 30 days for a full refund of the purchase price, minus any shipping handling or other charges.
Please note special orders, bedskirts, any cut fabric, down products, laundered items, liquids, monogrammed items, (unless defective) are non-returnable. All items must be in original packaging and in original condition with labels still attached.
Returned items must be in new and unused condition. "New and unused" means there are no marks or signs of use on the product. We cannot accept a return of any item with any indication that it has been used. If the product is opened, it must be re-packaged as originally shipped including all tags and product inserts.
Returns can be subject to a 10-25% restocking charge. We reserve the right to inspect and then return items to the customer if they are not acceptable.
You can expect a refund within 30 days of our receiving your returned product. You will be refunded the shipping cost if the return is a result of a manufacturer error or a shipping error on our part. Shipping costs for returns are consumer’s responsibility – however, please call us about returns on product shipped during a Free Shipping Promotional Period. We will be glad to assist you.
HOW TO RETURN AN ITEM:
Here are the basic steps:
• Please call or email us within five (5) days of receipt to request a Return Merchandise Authorization # (RMA)
Merchandise return authorization may be obtained by calling 1.877.442.0010 Monday through Saturday from 10:00 AM – 6:00 PM Eastern Time.
If you are returning a gift because it is damaged or defective or you did not receive the product ordered, we will provide a prepaid UPS return label.
Additionally, we are unable to refund gift packaging charges and cannot accept them as a return.
• Repack the gift in its original packaging, if possible, with the packing slip that was included in your box. Please be sure the Order ID and Return Authorization Number is on the outside of the package.
• For your protection, please ship your return PREPAID AND INSURED to the below address for the full purchase price by a trackable carrier such as UPS or FEDEX. If you ship via United States Postal Service, we recommend that you request a receipt signature.
Please Ship ALL returns to: Heights Home Collection 12427 Cedar Road Cleveland Heights, Ohio 44106
• We cannot accept C.O.D deliveries.
• The sales receipt must accompany returned items. Please retain a copy for your records.
• Shipping charges are not refunded unless we have made an error in shipping or the merchandise is defective.
• Orders returned in full that initially received Free UPS Ground Shipping will be charged a “Free UPS Ground Shipping charge back” of the outgoing order.
• If you are returning a product because it is defective or received in error we will either reimburse the return shipping cost or provide a pre-paid shipping label as well as the full value of the order.
All items properly returned under this policy are eligible for a refund or exchange. The full purchase price will be credited to the form of payment used for the original purchase usually within 7-10 business days after returned merchandise is received.
Free Shipping Promotion Returns:
If you return an item that was shipped to you at no charge, a refund of the full price minus the shipping charges will be offered. If you have any questions or concerns about our return policy, please feel free to contact us at customerservice@heightshomecollection.com. |
