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Welcome to THE CREATIVE HOME. Please review the information about our webstore on this page. You’re invited to contact us with any questions you might have that are not answered below.
Monday – Friday, 9:30 a.m. – 5:30 p.m., Eastern Time USA (ET)
Closed New Year’s, President’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving and Christmas
You can contact us by email using the Contact page.
Forms of Payment
We accept payment by:
- American Express
We regret we cannot hold merchandise without payment. Prices and available inventory are subject to change until an order is confirmed.
We add sales tax to all orders shipping to the state of Connecticut in the United States, unless a tax exemption certificate has been submitted.
TIME TO FULFILL YOUR ORDER
The time in which you receive your order is determined by several factors. The first is the time to process the order to prepare it for shipping. This period is indicated for each product on the page where you add it to the cart. The second is the time it takes for the carrier to deliver the package once it is picked up. This will vary primarily depending on the type of delivery service you choose and the package’s destination.
Please note that the term “days” on this site refers to business days, which are Monday through Friday, excepting holidays, unless noted as “calendar days”.
While we make every effort to turn around orders on the day they are received, orders placed after 12:00 P.M. ET may begin processing on the next business day.
Because we deal with multiple warehouses and fulfillment centers, there will sometimes be delays in processing orders beyond the normal turnaround times. We regret any delays that might occur and will do our best to notify you of them as quickly as possible.
Upon shipment of your order, we will send you an e-mail confirming your shipment, including tracking information where applicable.
Shipping charges for orders can vary depending on the contents of the order as well as the destination. Shipping charges are indicated in your cart during the checkout process. If a product that you ordered is temporarily out of stock, we will ship it to you once it’s back in stock at no additional charge even if we have already shipped other items from the same order.
*Free shipping is provided on most continental US orders over $100. Some items, such as furniture and oversize pieces, may require additional shipping charges as noted on the product page and are exempt from this policy. Shipping will be quoted for orders placed that require freight or special delivery due to large quantities or weight. Sales and clearance items, gift certificates, and returns and exchanges do not qualify for free shipping unless otherwise noted. Free shipping is for standard ground delivery only.
Shipping Times and Delivery Options
Shipping time to US destinations will vary depending on the items ordered, the carrier and the type of shipping service used. We have no control over the time of delivery once the product is in the hands of the carrier. Please note that UPS does not deliver to PO or APO Boxes; for orders to these destinations please contact us to arrange shipping through USPS or other available carriers.
We ship to locations outside the continental United States using several carrier options. We will provide you with the documents normally required to clear customs. Please add 1 to 2 days to a stocked product’s standard turnaround time to allow for processing international orders.
For some international orders both to and from the United States you may be required to pay local or national import duties or taxes to your carrier or local customs agency. We have no means to determine in advance if you will be charged or what these charges will amount to. We recommend you research and contact your local customs bureau in advance of placing an international order to determine if any additional duties might be required. Duties and taxes are the sole responsibility of the recipient; items may not be returned because of such charges. We reserve the right to ship using alternative carriers in cases where delivery times are comparable to the option selected.
Packages sent internationally using the United States Postal Service (USPS) are transferred to the recipient’s national carrier upon arrival in their country. Customers may need to contact their local postal service directly should the need arise in making final delivery.
We ask that you wait until the end of the estimated shipping time range before you inquire with us about the status of an undelivered order. There are several common reasons a delivery is delayed, and in many of these cases the original shipment is returned to our fulfillment center.
These reasons include:
- Incorrect or invalid shipping address
- Recipient unavailable to receive delivery
- Shipment damaged or destroyed in transit
In any of these cases we will contact you immediately in order to determine new arrangements for delivering the order.
If you believe that your shipment has been lost, please contact us and we will help determine if it is lost or only delayed. If it is lost, either we or the distributor will have to file a claim with the carrier. The time to resolve the case will vary with the shipper. Please note that we cannot track or trace international shipments, therefore we cannot deem them lost until the claim has been processed by the shipper, which can take up to seven weeks in some cases. Once the carrier makes restitution for the lost shipment we will either process a refund or replace the order depending on the product.
All our pieces are carefully inspected for damage before they are shipped from our facility. Our suppliers generally do the same. If you receive damaged items then it is most likely they were damaged in transit. In the event you discover damaged items in your package, you must contact us within 48 hours of receiving the shipment so that a claim can be filed with the carrier. We recommend that you leave the damaged product inside its packaging and, if possible, take photographs showing the damage. In some cases we may ask that you return the broken product.
If it is determined that a product was damaged prior to arrival, the damaged item will be replaced once the item has been received back, if requested.The replacement product will take the same time to process and ship as the original. There is no additional charge to the customer for the replacement shipment. Refunds are not provided for damaged shipments.
Please note that we cannot be held liable for any loss, damage, cost or expense related to any delay in shipment or delivery.
CANCELLATIONS AND RETURNS
You may cancel an order that has not been processed for shipping unless it is a drop shipped order, special order, sale or customized product. Any cancellation fees imposed by the manufacturer will be the customer’s responsibility and will be deducted from any refund. Cancellation requests may take several days for processing and will be confirmed by email.
If an order ships prior to confirmation, you will be asked to submit a Return Authorization Request once you receive the item and a refund will be issued following normal policy.
The purchase of products noted as a sale, custom order or made to order in the product description must be canceled in person, via email or by direct telephone conversation with a customer service representative within 30 minutes of purchase to receive a credit or refund. After this period there are no exchanges, refunds or credits.
Products other than those which are sale, custom, made to order or designated as non-returnable on the website must be returned within 14 calendar days of receipt to obtain an exchange, refund or credit. Items returned between 15 and 30 calendar days of receipt are eligible to receive a credit if our return guidelines are followed. Credit is valid for one year from date of issue. Items are not returnable after 30 days of receipt.
Once your returned product has been received and inspected, you will receive a refund or credit within 30 days. We deduct a minimum of $15 or the cost of any shipping and handling that was applied to your order (whichever is greater) and the cost of the return shipping, if applicable. Any expedited shipping charges that were requested on the original order are not refundable. Restocking fees may apply in certain cases.
All returned items should be unused and in original packaging. We reserve the right to decline any returns not in their packaging or not suited for resale. A Return Authorization Number RAN is required before any items can be accepted for return; please see Return Authorizations below.
No exchanges, refunds or credits can be granted for sale items, clearance items, custom items, made to order items, discontinued items, seasonal or discounted items, including deposits placed on such items. We are not responsible for delays in manufacturing items noted as made to order. Any re-stocking fees imposed by the manufacturer will be the customer's responsibility and will be deducted from any refund. USM Haller Quick Ship products may be returned only if not yet delivered, and will incur a 25% restocking fee.
In addition, we cannot accept returns of large orders of the same product. A large order is one with six or more units of the same product, including the same product in different colors or finishes. If you are ordering a large quantity of an item, we encourage you to order a small quantity first to make sure it's what you need.
Please note that the original shipping charges for returns of an order are non-refundable and non-creditable, unless you received an item in error. To ensure a successful ordering process we recommend that you carefully check your order for accuracy before confirming your purchases.
When returning any item, please be sure to pack the product properly. We cannot provide a refund for any product received in damaged condition. In such a case, we will file a claim with the shipping company. In the event that the claim is denied due to poor packaging, we cannot provide a refund or credit. We will then hold your product for 30 days, after which the product will be deemed abandoned if unclaimed.
Defective, Missing and Incorrect Items
If you received defective items, items in error or are missing items from the order, please contact us within 48 hours of receipt so that we can address the issue. In the case of defective items, returned items that are found to be in working order may result in standard deductions for return shipping (see above). If requested, and in the case of made to order products, defective items will be replaced or repaired by the supplier at no additional cost to the customer.
You will need to obtain a Return Authorization Number prior to shipping an item back for a refund, credit or exchange. This will allow our customer service team to provide you with proper return instructions as well as updating your order record. Please contact us to obtain authorization prior to shipping. Include the number, date and name on the invoice for fastest service. Allow up to 3 business days to receive your Return Authorization Number. Items returned without this number will not receive credit, refund or exchanges due, and may not be returned to the customer unless return shipping is paid for.
PRODUCT REPRESENTATIONS AND DIMENSIONS
The images shown on our website have been provided to give customers a visual representation of our products. However, due to variations in monitor settings and calibrations, variations in color printing performance, variations in lighting sources, color changes to natural and synthetic materials as they age, normal color and finish variations among natural products, and other variables associated with photographic and rendered imagery as well as with products, we cannot guarantee that actual products will be an exact match to their representation on our website or any material sample received by the customer. Nor can we guarantee that all configurations of products as shown on the images are necessarily attainable, as products do change specifications on occasion and suppliers do not consistently provide sellers with up to date information on these changes.
Dimensions may be rounded off for simplicity.