General

How do I get in touch with you?

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 human being! 

Alternatively, you can email us any time at: hello@shopHORNE.com. We work very hard to reply to all emails as quickly as possible and usually within the same business day.

Do you Offer a Price Guarantee?

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.

Returns

What is your return policy?

HORNE offers Free Outbound + Free Return shipping on most items.

We like simplicity so we have tried to keep our return policy as straightforward as possible.  Upon receiving an order, all items shipped to the contiguous USA have 15 days from date of delivery to request a return by visiting our Returns Center (please see the 3 exceptions to our return policy below).  

During the returns process you will be provided a return label to make the returns process as easy as possible.  If selecting Free Return Shipping, the refund will be issued as a HORNE Boutique Credit for the entire amount of your order (less any outbound shipping fees paid by the customer).  If you wish to have the refund issued to your original payment method then the cost of the return label will be deducted from the total refunded amount.  The cost of the return label will be presented during the return authorization process.

Once you receive confirmation of your return, all shipments must be sent within 7 days otherwise the return may be denied.

If you’d like, you can also send your purchases back using the provider of your choice. If you choose to do this, please complete the return registration online, however do not print a return shipping label. If you are using your own shipping provider to send a purchase back to us, please ship your item(s) along with a copy of your packing slip to:

HORNE - RETURNS
118 N Water St
Suite 105
Lancaster, PA 17603

Upon receiving the item in like-new, unused & uninstalled condition with all original packaging and materials, we will either issue your HORNE credit or refund your original payment method for the full price of the item(s) less the PrePaid label cost for returns not selecting Free Return Shipping.  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 Item(s)” on the product page, any outlet items or any items that are custom order.  All of these items are final sale.

International/PR/HI/AK Returns: We are unable to accept returns on any orders shipping to Puerto Rico, Hawaii, Alaska or to addresses outside of the US due to customs, shipping and duty fees. All orders shipped to these destinations are final sale. 

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

Note: a request to return items totaling more than $5,000 or more than 1 of the same item may incur restocking fees.

How do I Request a Return?

For orders shipped to the contiguous US, you can request a return within 15 days of receiving your order by visiting our Returns Center.

Here you will select the item(s) that you wish to return or exchange and why. Please see "What is your return policy" section above for exceptions to our standard return.

Once you have completed the return registration, our team will review the return.  Once approved, you will be given the opportunity to print a return shipping label. If you have selected your refund as a HORNE boutique credit, you return shipping is free.  If you selected to have your refund issued to your original payment method, the return shipping fee will be presented while processing your return and will be deducted from your total returned amount. If you choose to print and use the pre-paid label, please apply the label and drop off the package at your nearest FedEx drop-off.

Items will only be exchanged or returned if the items are in new and uninstalled condition with all original materials.

If you’d like, you can also send your purchases back using the provider of your choice. If you choose to do this, please complete the return registration online, however do not print a return shipping label. If you are using your own shipping provider to send a purchase back to us, please ship to:

HORNE - RETURNS
118 N Water St
Suite 105
Lancaster, PA 17603

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

Shipping

Do you ship to Canada?

Yes! Delivery charges are 15% (minimum $20) of your order total and that includes all shipping, duties, broker and clearance fees.   This is a guaranteed delivered price and you will not owe any additional money.  We cannot expedite shipping to Canada. 

Note: Delivery to Canada may add an additional 5-7 business days to the lead-time so please plan accordingly. Please note that due to customs, shipping and duty fees, we are unable to accept returns on any Canadian orders. All orders shipped to Canada are final sale.

Free Shipping + Free Returns (on qualifying orders)

Free Shipping

Most orders over $75 will qualify for free shipping within the contiguous US!  Items over $75 can ship with either USPS, FedEx, UPS or Curbside Freight.  Certain larger items may require an additional freight charge and may not qualify for free shipping.  Some items have a manufacturer-required shipping charge that may be added to your order.  For items requiring freight delivery, we also offer Threshold Delivery & White Glove Delivery (See "Freight Shipments" below) for an additional fee.

 

Free Returns

HORNE's 15-Day No-Hassle Returns applies to most items (see "What is your return policy" above).  For items that qualify for a return, we also offer Free Return Shipping.  When creating a return, you will be given the option to receive Free Return Shipping with the refund being issued as a HORNE Boutique Credit.  We also offer the option to have the cost of the return shipping label deducted from your refunded amount and the credit is issued to your original payment method.

When will my order ship?

The lead time for each item is displayed on the product page under availability, in the shopping cart, during checkout 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, Free shipping times vary from 3-10 business days and standard Ground shipping takes 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, but will speed up the shipping process.

We ask that you please inspect all shipments within 5 days of arriving to make sure there is no damage. All damage must be reported to HORNE within 5 business days.

How do you ship?

Typically orders ship with FedEx or UPS. Most orders over $75 qualify for free shipping within the Contiguous US and may be sent USPS. 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 an additional shipping fee which will be reflected in your cart as a freight charge when purchasing the product.

What if I Need to Change My Order?

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

What if my Order Arrives Damaged or does not Arrive?

It is very important you inspect your order upon arrival. In the very rare event that your order arrives damaged, HORNE will replace the item or, if a replacement is not available, issue a full refund. 

We do require that you inspect all shipments within 5 business days of arriving.  All damages must be reported to HORNE within 5 business days in order to qualify for a refund or replacement: hello@shopHORNE.com

If an item is found damaged, please retain all packaging until our shipper can collect the items. Certain items ship freight and it is required that any damage to the actual item or to the packaging for the item be clearly notated on the delivery slip.

For freight shipments, please thoroughly inspect the entire shipment and make a note on the delivery slip of any damage to the exterior of the shipment or the contents of the shipment.  Any damage must be marked on the delivery slip.  If you are unable to inspect the contents of the shipment at time of delivery, please mark "Damaged - Further Inspection Pending" on the delivery slip and notify HORNE within 2 days of any damage. 

Unfortunately, we will be unable to honor any damage claims if damage to the package is not notated on the delivery slip at time of delivery and if we are not notified within 2 days of any damage.  If damage is found, it is necessary that all packaging and contents of the shipment is held until the claim is finalized.

If an item is showing as being delivered but you cannot locate the shipment, please check around the property at any possibly delivery locations (FedEx and UPS often "hide" packages to protect them from theft) and ask any neighbors or persons that might have accepted the package on your behalf.

If the package is still not located, please contact us within 5 business days so we can file a trace with the delivery company to help locate the shipment.  

 

Freight Shipments

Heavy, large or especially fragile items may require freight delivery. For most items, we offer Free Curbside Delivery - delivery outside of your business or residence.  For an additional fee (per order - not per item) we offer both Threshold Delivery (delivery inside your first dry area) as well as White Glove Delivery (room of choice with debris removal).  Please see below for more details on each level of service.

Currently we only offer Free Curbside Delivery for orders going to Canada, Alaska, Hawaii and Puerto Rico.  If you want to upgrade a shipment going to one of these destinations, please contact us.

Shortly after a freight shipment arrives at your local delivery terminal, our freight partner will contact you to arrange a delivery window (4 hour window).

At the time of delivery, please thoroughly inspect the entire shipment and make a note on the delivery slip of any damage to the exterior of the shipment or the contents of the shipment.  Any damage must be marked on the delivery slip.  If you are unable to inspect the contents of the shipment at time of delivery, please mark "Damaged - Further Inspection Pending" on the delivery slip and notify HORNE within 3 days of any damage.

Unfortunately, we will be unable to honor any damage claims if damage to the package is not notated on the delivery slip at time of delivery and if we are not notified within 3 days of any damage.  If damage is found, it is necessary that all packaging and contents of the shipment is held until the claim is finalized.

Freight Service Levels:

Free Curbside Delivery

With Curbside Delivery, your item will be delivered to the sidewalk or curb immediately outside of your house, condo building, apartment building or office building. The pallet will not be removed and you will be responsible for transporting the item inside your residence/office.

You will be called when the shipment arrives at your local delivery center to make a 4-hour delivery appointment. Curbside Delivery for furniture is done Monday through Friday during typical business hours.

Threshold Delivery

With Threshold Delivery, your order will be delivered inside the first threshold or first available dry area (whichever is closer to the road). For a home, this may be inside your garage or inside your front door. For an apartment, condo or office building, delivery would take place in the first-floor lobby. With Threshold Delivery, orders will not be taken up any flights of stairs or elevators.

Unpacking and debris removal is not included and your item could be delivered on a pallet. You will be called when the shipment arrives at your local delivery center to make a 4-hour delivery appointment. Threshold Delivery for furniture is done Monday through Friday during typical business hours.

White Glove Delivery

With White Glove Delivery, your order will be delivered to the room of your choice (including up/down 2 flights of stairs or an elevator). The item will be removed from the packing materials and all debris will be removed. No assembly will be performed but can usually be added for an additional fee (please contact us).

You will receive a phone call when your items are in your local area and will be provided options for a delivery window during normal business hours (Monday-Friday 9am-5pm).

Do you Offer International Shipping?

We currently ship directly to the US and Canada.

For shipping to all other countries, we are able to accommodate that on a case-by-case basis.  Please reach out to hello@shopHORNE.com or 877-404-6763