Warranties

All products offered on the HomeConvex website are brand-new and backed by the applicable manufacturers' warranties. The default warranty or length of time the warranty is applicable varies from company to company: products are supported in accordance with the terms and conditions of each individual manufacturer. This information is usually provided as part of individual product descriptions. For any questions regarding warranties, please contact Customer Service.

How Do I Place An Order?

We offer the option of placing an order online yourself, or if you’d prefer, you can call us directly and we can process the order for you over the phone.

Order online - When you place an order through our website you will find it safe, easy, and fast! Simply browse through our online selection and add any items you wish to purchase to your cart.You can make changes and review what you have entered before your order is placed. Once you have confirmed your cart contains all of your desired items you are able to go through the online check out process to enter all of your details. A confirmation email will be sent directly to you within seconds of the order being completed!

To keep your information safe and secure, we use Thawte and ScanAlert/Hacker Safe, 128-bit SSL which is the highest encryption protection commercially available.

Call us - If you prefer to talk to a person when placing your order, or have any questions about the specific items you’re interested in, give us a call! HomeConvex gives you the option of speaking to one of our Sales Representatives who would love to help you with placing your order by phone. Our contact details are available at the following link Contact Us

As we have thousands of items available for purchase please have a look through our online selection to find the items you’re interested in and make a note of the Product ID before you call. This will help our team locate the specific item you’re calling about in seconds, and ensure we are viewing the exact product you’re calling about when answering your questions or placing the order for you.

Haven’t found the exact item you’re looking for? We can help with that too! Simply provide the Product ID of something similar to what you are in search of and a member of our team would be more than happy to help you find that perfect item!

What Are My Payment Options?

Credit Cards – We accept all major credit cards: American Express, Discover, MasterCard and Visa.

Paypal – PayPal, the trusted leader in online payments, enables buyers and businesses to send and receive money online. PayPal has over 96 million member accounts in 55 countries and regions. It's accepted by merchants everywhere, both on and off eBay.

**Orders using Paypal must be placed online due to the account log in component of this payment method.

Visa Checkout - Visa Checkout enables Visa customers to use the payment methods stored in their Visa Checkout account to pay for goods and services while still receiving the same rewards and protections as normal on these cards. It’s as simple as entering your email address and Visa Checkout password during the checkout process.

**Orders using Visa Checkout must be placed online due to the account log in component of this payment method.

Wire Transfer – For larger orders we may be able to accept Wire Transfer payment. Please contact our Sales team for more information on this service.

 

Order Confirmation

After your order is placed, you will automatically be sent an "Order Confirmation" email to the email address you entered during checkout – if you have not received this there may be an error with the email address associated within our accounts. All of the communication and notifications regarding your order being processed will be send to you via email, so please do let us know right away if the confirmation is not successfully received (please ensure you check your spam folders first as the email may be hiding there).

Your order confirmation will include both an invoice for record of payment and your HomeConvex Order Number. This is your receipt, if by chance you lose it please let us know and we will be happy to send another copy for your records.

Please ensure you take the time to review your invoice to double check that all of information is correct; both with your personal details and the item(s) ordered. If you notice anything that needs to be updated or corrected, or if you did not receive a confirmation email, please reach out to our Customer Service team immediately at cs@homeconvex.com. Be sure to include your account email address and order number when you reach out so we can easily locate your order and prevent delays in assisting you

Sales Tax

US orders may be charged the taxes applicable to their state, the exact tax will be shown in the checkout page after you have entered the shipping address. If you are tax exempt, please call in so our call centre can assist you.

Using Promotional Codes

Join our email list to ensure you receive all of our Promotional Codes and don’t miss out on any savings! These codes give you access to discounts across our store and can be exclusive to a specific product or store wide. Apply these codes during the checkout process for big savings.

Forgot to enter your Promotional Code during check out? No problem! Simply reach out to our team at cs@homeconvex.com within 48 hours and provide your order number and the promotional code you wanted to use, and if your order meets the requirements for the code we will issue a refund on your order for the applicable amount.

How Will I Receive My Order?

How is My Order Being Shipped?

We know that once you have placed an order with us, you want to receive it as quickly as possible, so we use the best delivery companies in North America. When shipping your order, we will use one of three different shipping methods: Ground Shipping, Truck Freight, or White Glove shipping services. Please be sure to check all tracking information sent to you for your order as there may be more than one shipping method/carrier if you have ordered from multiple brands.

The ship method of the items on your order will be visible on your order confirmation, please refer to this if you’re not sure how your order is being shipped to you so you know what to expect on delivery. If you will not be accepting the order yourself, please notify the recipient of our policies and procedures.

Tracking details providing you with your shipment and delivery details will be emailed to you once your product ships out. These tracking details allow you to see which carrier will be delivering your item and will confirm the type of delivery it will be as well as track the progress of your order while it is in transit to you.

For some items, more than one service may be available for you to choose from during the check out process, the price of each service level will be visible in your shopping cart, allowing you select the option that best suits your needs and budget!

When Will My Order Arrive? 

Our company orders your items directly from manufacturers located across the US and Canada to your door! Items purchased from different brands, even if on the same order, may be shipped from different locations with varying shipping methods. Please be sure to check all tracking information sent to you for your order as there may be more than one delivery date, tracking number and/or carrier.

Each product will have an estimated ship date on your order confirmation, you can see the amount of time it takes a product to be prepared for shipping (pre-ship time) for each item on the product page. The transit time of each carrier can be added to the pre-ship time to determine as estimated delivery date.

Estimated Transit Times:

Ground Shipments: 1-7 business days

Truck Freight/Curbside: 1-7 business days

White Glove: 5-17 business days

How Does Delivery Work? 

Ground and basic threshold shipments will not generally have paperwork to sign. Simply accept the delivery and contact us as soon as possible, preferably within 48 hours, if you notice any problems with your order.

For White Glove and Back of Truck Shipments, please ensure you fully inspect all packages upon delivery. Should there be clear damage to both the packaging/product, please note this damage on the carrier’s paperwork (packaging and product damage must be noted) and refuse delivery of the damaged cartons.

Should you notice any damage to the packaging (no matter how minor), please take a moment to open the packaging and inspect the product. In the event the product is also damaged, please note this damage on the carrier’s paperwork (packaging and product damage must be noted) and refuse delivery of the damaged cartons. Naturally, should the item be in good condition, please accept delivery as normal.

Should you notice any damage to the packaging, and the carrier will not allow you to open and inspect the product, please note the packaging damage on the carrier’s paperwork and accept the order. Upon inspection, if the product is also damaged, please contact us within 48 business hours of receipt.

If you have any questions about shipping, before or after placing an order, our Customer Service department is here to help. Please email us at cs@homeconvex.com

Please note:

  • We do not ship to Alaska, Hawaii, Puerto Rico or Canada at this time.
  • Deliveries cannot be made to a PO Box.
Ground Shipping

Smaller products are usually shipping via standard ground carriers (generally USPS, FedEx, UPS or DHL). You will be able to track your package online on the carrier’s website. This will allow you to see an "estimated delivery date" which will give you the opportunity to be at home when the package is delivered. Each carton of your order that ships ground will have a unique tracking number and in most cases will delivered together, however, they may be separated in transit and arrive separately.

The average transit time is between 1-7 business days (not including pre-ship time) for any destination in the contiguous United States. Delivery times will depend on the delivery schedule of your local carrier and are usually completed without an appointment from Monday to Saturday.

A signature is not typically required and if nobody is at home to accept delivery the product will be left at the delivery driver’s discretion if they believe it is safe to do so. If a signature is required the product will not be left at the address unless somebody is available to sign for the package.

If the shipping address is a business address, delivery will be attempted only during normal business hours Monday to Friday. The item will not be left without a signature on file.

Please note, if you purchase multiple Ground Shipping items from the same brand your order may be upgraded to being shipped via a Truck Freight carrier at the discretion of the manufacturer. Details on this shipping level are available below.

If you have any concerns about your order, before or after delivery, please reach out to our Customer Service team at cs@homeconvex.com.

Delivery to a business address 

For ground shipments (USPS, FedEx, UPS or DHL), delivery to a business address will be carried out during normal business hours from Monday to Friday only. A signature will be requested on delivery, however, the carrier is not required to match the signature to the name on the package.

Back of Truck/Truck Freight

Large items are shipped via truck freight, sometimes called 'back of truck'. Transit time for these shipments is usually between 1-7 business days (excluding pre-ship time) and deliveries will occur during normal business hours; Monday-Friday between the hours of 8 AM – 5 PM.

For residential deliveries, the shipping company will call you in advance to schedule a delivery appointment. For commercial deliveries, the shipping company will typically deliver during regular business hours without scheduling an appointment.

Upon delivery, it is the customer's responsibility to unload the shipment from the back of the truck. If the item ordered is heavy please ensure that you have assistance to remove it from the delivery truck safely.

For an extra charge, some carriers are able to provide additional services, such as using a lift-gate to remove the items from the truck for you, delivering to the threshold of your home, or assembling the items for you. Please contact us before placing your order for more information on upgrading your service level for delivery.

Please note: If you are not available at the time of your delivery appointment, or the carrier is unable to contact you successfully to coordinate delivery, the order will be held for you for several days. There may be a charge for the storage of your order while it is awaiting delivery if there are delays in being able to successfully contact you or complete delivery. If the carrier is unable to successfully deliver your order within an acceptable time frame it will be returned to the manufacturer and credit will be issued per our Standard Return Policy.

Basic Threshold Shipping

Basic Threshold delivery includes delivery to the first dry area, or front door, of the residence or business. Unlike White Glove Threshold service, Basic Threshold Service is similar to Ground Shipping, as there will not be a delivery appointment nor will you be required to sign for your shipment upon delivery. Once received, should you determine there are any issues with your order, please reach out to cs@homeconvex.com immediately with details and photographs (if applicable).

Beyond Fee

On occasion, our carriers may deem a certain area to be a 'remote' or 'secondary' delivery location based on zip code if it is not within their regular delivery route. As a result, scheduling deliveries in these areas requires a specialized route and the carrier charges additional beyond mile fees for these services with fees ranging anywhere from $25 to several hundred dollars dependent on the location. Occasionally, we won’t know specific fees until after checking with multiple freight carriers after an order is placed. In cases where there may be an additional fee, due to limited delivery options, etc., we will reach out to you prior to shipping the order to ensure the additional charge is approved. If the charge is not approved a full refund cancellation will be processed on your behalf.

To ensure we keep the lowest possible prices for our customers, these beyond mile fees will only be added to the total cost of your order at checkout on an "as needed" basis if your zip code happens to be within the carrier's list of 'remote' or 'secondary' delivery points.

For US customers, any applicable beyond fees will be clearly communicated to you during checkout, before the payment process is completed. Unfortunately these fees are non-negotiable.

What to Expect On Delivery

Please note the shipping methods of your order, so that you will know what to expect on delivery. If you order items from different manufacturers they will ship separately, and may arrive with different carriers. If you will not be accepting the order yourself, please notify the recipient of our policies and procedures. If you have any questions or concerns about shipping, please contact customer service.

In delivery, please ensure you fully inspect all packages. Should there be clear damage to both the packaging/product, please note this damage on the carrier’s paperwork (packaging and product damage must be noted) and refuse delivery of the damaged cartons.

Should you notice any damage to the packaging (no matter how minor), please take a moment to open the packaging and inspect the product. In the event the product is also damaged, please note this damage on the carrier’s paperwork (packaging and product damage must be noted) and refuse delivery of the damaged cartons. Naturally, should the item be in good condition, please accept delivery as normal.

Should you notice any damage to the packaging and the carrier will not allow you to open and inspect the product, please note the packaging damage on the carrier’s paperwork and accept the item. Upon inspection, if the product is also damaged, please contact us within 48 business hours of receipt.

Cancellations Policy

Any order that gets cancelled after 24 hours is subject to a 10% administration fee, whether or not your order has shipped. If the order has left the warehouse, you (the buyer) will also be responsible for the return shipping fees as well. All cancellation requests are forwarded directly to the manufacturer upon receipt. Once an order has been shipped, or prepared for shipping, it is too late in the order process to cancel the order successfully. A refusal of the item at delivery will be considered a Return and credit will be issued back to your original payment method per our Standard Return Policy, which may result in the deduction of restocking fees* and return shipping charges.

Please note, all items are shipped directly from the manufacturer’s warehouse and there may be some time between the order being processed and the tracking information becoming available in our system. Due to this, even if your order has not yet been confirmed as processed at the time you request a cancellation, we are unable to guarantee the cancellation of your order until we have received a response from the manufacturer directly with the outcome.

The outcome of all cancellation requests will be confirmed via email. If we are unable to cancel your order as requested, you will receive written notification via email explaining the status of your order as well as options for your purchase. If this should happen and you do not wish to receive your product you may return it under our Standard Return Policy. Please review this policy before refusing the product at delivery.

You should receive an email once your cancellation request has been reviewed regardless of the outcome. If no email has been received confirming whether or not your Cancellation Request was successful, please feel free to reach out to us for an update on the status of your request.

Cancellations Of Backordered/Discontinued Products

You Received an Email from HomeConvex with a Notification of Limited Availability

If you wish to cancel an order after receiving a notification that the item you ordered is on backorder or is no longer available, please contact us to confirm this information before making your final decision. A back order, or discontinuation, of a product is often confirmed prior to the manufacturer’s stock being fully depleted and does not always mean that your particular item/order is affected.

You Received an Email from HomeConvex with a Notification of Limited Availability

HomeConvex strives to process all orders received in a timely manner, in the rare case that you receive a notification that your order was canceled due to availability issues, your order will be refunded in full back to your original payment method.

Receiving a Refund

If your order has successfully been canceled, we will initiate a refund for your purchase. The processing time for the refund amount to appear to your original method of payment is 2-4 business days from the date of the confirmation email.

If for any reason, you are not satisfied with your purchase, we will gladly accept your return request on most brands within 30 days of receiving your item(s). If you return an item that is offered with free shipping, the original outbound shipping costs will be deducted from your refund and the return shipping is the responsibility of the customer. In addition, a restocking fee* will be applicable to items being returned.

Return Policy

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If, for any reason, you are not satisfied with your purchase, we will gladly accept your return on most brands within 30 days of you receiving your item(s). Please note that certain items are considered custom or special request orders by the manufacturer, and certain products are non-returnable. 

Non returnable items:

  • Custom made or special request items
  • Opened bedding materials
  • Assembled or Partially Assembled Furniture
  • Mattresses
  • Items without original packaging
  • Used items

In the event you do not like, or no longer wish to keep your order, a restocking fee will be applicable to most items returned and the return shipping will also be the responsibility of the customer.

*Restocking fees vary from manufacturer to manufacturer and can range from 0% to 25%. Please contact us prior to purchasing to inquire about the fee that would be associated with your returned item.

Note: If your item has arrived damaged or defective, the above exceptions do not apply. You will not be charged a restocking fee or return shipping. HomeConvex will not be responsible for return fees incurred if you make arrangements to ship back the item at your own expense.

How to return an item

Please contact us within 30 days of receiving your item to file a return request. All items must meet the return conditions/requirements in order to be approved for return for credit.

  • All items must be returned in their original packaging, and not assembled.
  • We are unable to offer returns on modified or assembled items as the manufacturer will deem these "used".

One your request is received we will obtain an RMA (Return Merchandise Authorization) Number from the manufacturer on your behalf and full return instructions will be provided, including the selection of an authorized carrier and return address to return the item back to the manufacturer. This process usually takes approximately 2-3 business days depending on how quickly the manufacturer reviews and approves the return request. items that are returned without an RMA number will generally be refused by the return warehouse and credit will not be processed.

What If My Order Arrives Damaged or Defective?

In the rare case that your item(s) arrive in imperfect condition or with missing parts, please contact us within 30 days of delivery and in most cases replacements can be provided at no additional charge.

An item is considered damaged when it has dents, scratches, water spots, or evidence of mishandling or impact that are not part of the intended finish (some distressed finishes will have deliberate imperfections). When dealing with a damage or defect issue; photos are required.  If your item(s) do arrived damaged, please send photos to cs@homeconvex.com and we will process an insurance claim on your behalf. Photographs can be attached to your message and will assist us greatly when working with the manufacturer and/or carrier to ensure your request is resolved as quickly as possible.

Once your request has been reviewed, we will let you know what to do with the damaged item(s) in your possession. In some cases, our carrier may need to collect the item(s) for inspection. We apologize for any inconvenience that may be caused by the repackaging process that is required to ensure the retrieval is successful.

For orders shipped White Glove or Truck Freight

If one or more of the items you purchased must be shipped using a freight carrier, please allow for additional time for purchase to arrive. This is generally because an item is too large, heavy, or fragile to reliably ship with a small package carrier like FedEx. In most areas the carrier can deliver during business hours Monday to Friday. Please note that delivery dates or hours may be restricted for customers living in remote areas.

In many cases but not all, someone will need to be home to accept and sign for the shipment at delivery. If signature is required, you will be contacted by the carrier to schedule a delivery appointment once your order arrives to the freight depot in your area. But if no signature is required, the item will be delivered to the first dry area or front door of the residence or business when it is safe to do so and will not include a delivery appointment, similar to ground shipping.

Please inspect the delivery once it has been received. If you notice any damages or shortages, please send us a message right away and we'll gladly assist you. If for some reason your order arrives significantly damaged, we recommend refusing delivery of the package and notifying us as early as possible. Providing us with photographs alongside your initial request, whether the shipment was accepted or refused, will greatly assist us with getting everything resolved for you as quickly as possible.

Note: It is important that the person who placed the order with HomeConvex inspect the product(s) upon delivery as well as sign the delivery document. In some cases, we may ask you to take images of damages as this can greatly assist us in getting your order resolved promptly.

Warranty

All products sold by HomeConvex are brand-new and backed by the applicable manufacturers' warranties. All warranties, if any, are provided by the manufacturer directly and not by HomeConvex. Products are supported in accordance with the terms and conditions of each individual manufacturer and the terms and length of each warranty varies from manufacturer to manufacturer. This information is usually available within individual product descriptions.

Wrong Item Received

In the rare case that you receive an incorrect product, or it does not match the descriptions of what was ordered, please contact us within 30 days of delivery and in most cases replacements can be provided at no charge.

When dealing with an issue regarding the incorrect product, photos are required, both of the product and the packaging (to show the product description/SKU). Photographs can be attached to your message and will assist us greatly when working with the manufacturer to ensure your request is resolved as quickly as possible. If you have not unpacked the item, and the labelling on the outside clearly shows it is the incorrect item, you can simply send a photograph of the carton, you do not need to unpack the product in these cases.

Once your request has been resolved, we will let you know what to do with the incorrect item(s) in your possession. In some cases, our manufacturer may need to collect the item(s) for return. We apologize for any inconvenience that may be caused by the repackaging process that is required to ensure the retrieval is successful.

Item Received is the Wrong Color

In the rare case that you receive your item and it does not match the exact color of what was ordered, please contact us within 30 days of delivery and in most cases replacements can be provided at no charge.

Please be advised that there are some rare cases where some shade variance may occur between the product image and what is received. There are a number of factors that can affect a color discrepancy with received item(s), and in these cases, the item would not fall under the incorrect product being received. Some examples of these include:

  • Monitor settings (I.E. luminance, brightness, contrast, various other personal settings)
  • As product photographs are taken under bright lights to be as detailed as possible there may be some shade variance when the items are placed in a room with dimmer lighting.

When dealing with an issue regarding the incorrect product, photos are required, both of the product and packaging (to show the product description/SKU). Photographs can be attached to your message and will assist us greatly when working with the manufacturer to ensure your request is resolved as quickly as possible. If you have not unpacked the item, and the labelling on the outside clearly shows it is the incorrect item/color option, you can simply send a photograph of the carton, you do not need to unpack the product in these cases.

Once your request has been resolved, we will let you know what to do with the incorrect item(s) in your possession. In some cases, our manufacturer may need to collect the item(s) for return. We apologize for any inconvenience that may be caused by the repackaging process that is required to ensure the retrieval is successful.

Listing Errors

HomeConvex does our best to ensure that all listings are accurate and contain the most up to date information available. In rare cases where an item is listed with inaccurate details (such as pricing errors, incorrect product information or photographs, etc) HomeConvex reserves the right to refuse, cancel or return any orders received prior to the details being corrected as necessary.

Whenever possible, HomeConvex will honor orders received or work to find an acceptable solution. If it is determined that we must cancel the order, we do our best to cancel the order or shipment before delivery is completed in order to minimize inconveniences as much as possible. However, if delivery is completed, HomeConvex may request the order be returned, donated or disposed of at their discretion on a case by case basis whether or not the order has been confirmed and/or charged. If your account has already been charged for the purchase and your order is canceled, HomeConvex shall issue a credit to your account on file in the full amount you paid for the canceled item(s) within 2-4 business days, or following receipt of return when required.