Frequently Asked Questions

General

We can be reached by phone at 877-404-6763, Monday through Friday, 9:00am - 5:30pm EST.  And yes, you will be able to speak to an actual customer service representative!  Alternatively, you can email us any time at: info@shopHORNE.com.  We work very hard to reply to all emails as quickly as possible.

At HORNE, you can shop with confidence that you are receiving the best prices and service possible. If you find a lower delivered price of any item we sell, we will gladly match that price. The delivered price is the total price of the order from an authorized US retailer delivered to your door—this includes product cost, tax, shipping and any handling fees. While this offer does not apply to items on sale or special promotions, we will still consider each of these occurrences on a case-by-case basis. This offer is valid for up to 7 days after your purchase date. Please contact us to request a price match.

Shipping

Typically orders ship with FedEx or UPS.  Most orders over $75 qualify for free shipping within the Contiguous US.   Larger pieces and more delicate items often ship with one of our freight partners.  Please see our freight shipping policies for procedures on accepting freight shipments.

Some designers and manufacturers require a mandated shipping fee which will be reflected in your cart as a freight charge when purchasing the product.

The lead time for each item is displayed on the product page under the availability tab, in your cart, and in your confirmation email.  Most of our items ship in 1-5 days.  In an effort to provide the best service possible, we ship items as soon as they are available (no extra shipping charges to you).  As a result, your order may arrive in multiple shipments.

Please Note:  After items have been dispatched we are unable to change the delivery address.

After your order ships, transit time depends on the destination and the selected shipping speed.  Within the continental United States, standard shipping times vary from 1-6 business days.  If you need something expedited, we also offer 3-Day, 2-Day and Overnight shipping on most of our items.  Selecting a faster shipping method will not change the lead time (see “When Will My Order Ship?”), but will speed up the shipping process. We ask that you please inspect all shipments within 2 days of arriving to make sure there is no damage. All damage must be reported to HORNE within 2 business days.

Shortly after a freight shipment is dispatched, our freight partner will contact you to arrange a delivery window. Upon arrival, please thoroughly inspect the entire shipment and make a note on the delivery slip of any visible damage to the exterior packaging.   Unfortunately, we will be unable to honor any damage claims if damage to the package is not notated on the delivery slip. Our freight shipping includes delivery inside the closest covered threshold and does not include: "white glove" service, delivery to any floors other than the ground floor, or furniture assembly. If you require these additional services, please let us know and we will be happy to accommodate in any way we can and would be glad to provide you with a quote for the services you require.

HORNE has partnered with a trusted third-party company, International Checkout, to fulfill orders for our International customers. Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. Once your order is completed, all inquiries should be directed to International Checkout at support@internationalcheckout.com.

WHICH COUNTRIES DO YOU SHIP TO?

International shipping is currently available WORLDWIDE from HORNE. Our third party vendor, International Checkout, will ship to all destinations around the world including APO / FPO addresses.

CAN I CHECK THE STATUS OF MY INTERNATIONAL ORDER?

To check the status of your order or track your package, please login to your International Checkout account at: https://www.internationalcheckout.com/login.php.

WHO SHOULD I CONTACT WITH QUESTIONS ABOUT MY INTERNATIONAL ORDER?

All inquiries regarding your international order should be directed to International Checkout at:

EMAIL: support@internationalcheckout.com.

Please visit the International Checkout Customer Service page for more information and phone numbers in your area.

 

In the very rare situation where your order would arrive damaged, HORNE will replace the item or, in the event a replacement is not available, issue a full refund.  We do kindly ask that you inspect all shipments with 2 business days of arriving.  All damages must be reported to HORNE within 2 business days in order to qualify for a refund or replacement: info@shopHORNE.com.  If an item is found damaged, please retain all packaging until our shipper can collect the items.

Returns

We like simplicity so we have tried to keep our return policy as straightforward as possible.  Upon receiving an order, you have 15 days from delivery to request a return authorization number (RMA#) by emailing returns@shophorne.com or calling 877-404-6763. 

Once you receive your RMA#, all returns must be received within 14 days of receiving your RMA#.  If your return is received after 14 days and before 30 days, it will be assessed a 30% restocking fees.  Returns received more than 30 days after receiving your RMA# will not be accepted.

Please do not return any goods without first obtaining an RMA# as the return address is dependent on which items are being returned.  Return shipping is your responsibility.  Upon receiving the item in like-new, unused & uninstalled condition with all original packaging and materials, we will credit your original payment method for the full price of the item(s).  Shipping fees paid by the customer are not refundable.  

Three exceptions apply: we cannot accept returns, exchanges or cancelations on any products labeled as “Special Order Items” on the product page under the availability tab, any outlet items or any items that are custom order.  

Our main warehouse address is listed below but please always request RMA# before sending returns:

184 Tuckerton Road

Unit 2

Reading, PA 19605

In the rare event that your order arrives damaged, please reference "What if my Order Arrives Damaged" section above.

Within 15 days of receiving your order, send an email to returns@shopHORNE.com and include your order number and the item(s) you wish to return.  We will promptly reply with a return merchandise authorization number (RMA#) and further instructions—including an address to which you should send the item.  Please note we ship from different warehouses so we kindly ask that you do not return any merchandise without first requesting an RMA#.

All returns must be received within 14 days of receiving your RMA#.  If your return is received after 14 days and before 30 days, it will be assessed a 30% restocking fees.  Returns received more than 30 days after receiving your RMA# will not be accepted.

In the rare event that your order arrives damaged, please reference "What if my Order Arrives Damaged" section above.

Shopping

Visa, MasterCard, Discover and American Express.

If you want to cancel or change your order please email or call us as soon as possible: info@shophorne.com or 877-404-6763.  We will make every effort to accommodate your request.