FAQs

When you visit or make a purchase on our website, you agree to the following terms and conditions:

At HVS Home, our commitment is to provide you with an exceptional customer experience. We aim to offer detailed information about the estimated delivery time for your order. The majority of our products are typically shipped through UPS/FEDEX, and a standard ground shipping rate will apply.

In-stock items are typically delivered within 2 weeks from the order date – not including weekends or holidays. Out of stock items are delivered within 4 to 5 weeks. A shipping confirmation with tracking will be sent after the order has been shipped.

Please Note: If we host a promotion, launch, collaboration, orders may take a bit longer to process. Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.

You can find detailed return instructions on each product page. Items that qualify can be returned using a free return label. Please note that final sale, custom, made-to-order, or ineligible items cannot be returned. Original shipping charges are non-refundable. Returned items will be assessed for damage or signs of use; non-compliant items may not be refunded. If your purchase was made during a shipping promotion, a 10% return shipping charge will be subtracted from the item's original price. Refunds will be issued in the same form and amount as the original payment, subject to the specified terms.

Shipping estimates can be found on each product page. Please be aware that these estimates are approximate and depend on product availability and manufacturer stock. If any item you've ordered is out of stock or on backorder, we'll make every effort to notify you of a new shipment date. You'll then have the option to maintain the order, cancel the specific item, or cancel the entire order. We're dedicated to keeping you informed about any issues related to your order. Please note that items purchased together might not arrive in a single package. Our shipping services are limited to the continental United States, and we do not deliver to P.O. and A.P.O boxes.

For products shipped directly from the vendor (via dropship), we currently offer standard ground shipping exclusively within the continental United States and Canada.

To initiate a return for rugs sized 9x12 or larger and oversized items shipped via freight, please contact us at cs@hvshome.com to obtain return authorization. For freight returns, the refund issued will be reduced by the original shipping and handling charges. Please note that return requests can only be accepted within 10 days of the delivery date.

Due to Covid-19, your order may be delayed 1-2 weeks.

You will receive an automated confirmation email after your order has been submitted, and a second automated email containing tracking information once your order has shipped. If you do not see these confirmation emails in your inbox, try checking your spam or trash folder. All automated confirmation emails will be sent to the email address provided on the order. Note that email addresses cannot be modified once the order has been submitted.

Large items, such as rugs sized 9x12 and above, might be shipped using freight carriers, leading to extended processing and delivery durations. These oversized items will be delivered to your doorstep, unless you specify "entryway delivery" or "in-home spread" during checkout. You can choose to have these items placed inside your home and taken to your desired room, including climbing up to two flights of stairs, for an additional charge of $199.00.

Alternatively, you can opt for "in-home spread," where the items will not only be delivered inside your home but also unpacked, set up in your chosen room, and the packaging materials will be disposed of. This service incurs an extra charge of $150.00 per oversized item. Please note that a signature will be required upon delivery for both delivery options.

If your tracking information shows that your package was delivered, but you have not received it, please contact Customer Service at cs@hvshome.com.

Note: We are not responsible for items lost, damaged, or stolen in the mail that show successful delivery to the order address.

Orders cannot be modified after they have been submitted. If you wish to cancel your order please send an email as soon as possible to cs@hvshome.com We will make every effort to accommodate your request, however, there may be some instances where we are unable to cancel your order before it ships. If your order has already shipped out, our normal return policy will be in effect.

In the unlikely event that your order is processed incorrectly, or your item(s) arrived damaged, please email us as soon as possible at studio@hvshome.com to let us know. We ask that you send over photos of the incorrect/damaged merchandise for our reference.

For domestic orders containing incorrect/damaged items, we are typically able to refund or replace the order at our expense. 

• International Shipping
• Delivery to a PO Box, Military Post Office or Freight Forwarding Company
• Shipping to Alaska, Hawaii, or Puerto Rico
• Exchanges for any items

We accept payments from major credit card companies like Visa, Mastercard, and American Express.

At HVS Home, we value and uphold the privacy and security of our consumers at the highest standards. All information collected is protected against any unauthorized access and release.

Every direct payment gateway follows the standards established by PCI-DSS, as overseen by the PCI Security Standards Council. This collaboration involves prominent brands such as Visa, MasterCard, American Express, and Discover.

Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.

Learn more about our store's safe checkout experience (powered by Shopify) here

For more insight, you may also read Shopify’s Terms of Service here or Privacy Statement here.

Currently, we operate exclusively as an online store. You have the flexibility to select and purchase any product from our extensive collection available on our website.