What is the order processing and handling time?
All orders are processed within 1 - 2 business days.
What is the order transit time?
Order transit time is typically between 5 - 7 business days.
What is your order cut off time?
Order cut off time is 3:00PM (GMT- 05:00) Eastern Standard Time
All orders placed after this time will be processed on the next business day.
Where do you deliver?
We deliver to the United States of America only.
Shipping Options
Our base "Curb-side" Pickup shipping is always completely free! This option usually takes between 5-15 days to arrive at your doorstep, after you have submitted your order. There are other options available, however. We also offer.
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Threshold Shipping: This involves your item being transported to a sheltered area (porch, garage, etc.).
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White Glove Delivery - this includes the item being brought into your room of choice, any light assembly (massage chairs + other items which come largely pre-assembled), and all boxes and packaging removed from your house.
If you are interested in Threshold shipping or White Glove delivery please contact us at info@inessencehomes.com
Order confirmation
As soon as we receive your order, we'll send out confirmation to your email address, this just means we've received your order in our system and we've pre-authorised your payment method ready for your purchase. We check with our warehouse or suppliers to make sure that your item(s) are available and can be despatched as soon as possible. If your item(s) are available for shipping (within 5 business days), we'll process the charges and prepare to ship your order.
Once your order has been despatched you will receive an email with your tracking number, where you can track the journey of your product(s) and see status updates. If you do not receive a tracking number within six business days please email us at info@inessencehomes.com. We are here to help.
Cancellations & Refunds: At In-Essence Homes, we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below).
If you wish to cancel an order please take the following steps:
Send an email to info@inessencehomes.com or call us during our business hours at 1-(307) 218 7280
Include your order number which can be located in your order confirmation email. Request a cancellation and our customer support team will review and respond within 24 hours.
Cancellations of Custom Orders
Custom or made to order products cannot be cancelled or refunded as these products are put into production specifically for your order.
These units, are custom made to your specifications or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.
All sales are final for Custom made and Made-to-order products.
Shipped Product(s):
Once your order ships it is subject to a 20% restocking fee.
If you decide to cancel the order once it ships, or you refuse the delivery or do not make a delivery appointment, the order will be returned to the warehouse and treated as a return.
You will be refunded minus the net 20% restocking fee as listed above.
If you decide to refuse a shipment due to damage, it will not be treated as a return but will be subject to our damaged products policy.
SHIPPING
We promise to do our best to get your order to you as soon as possible. We know customer satisfaction is key and want to ensure you receive your order as quickly as possible. After completing your order, we will provide estimated shipping times based upon what our suppliers and freight companies tell us, and those estimated shipping times may change or vary without notice (due to supply chain issues, the steel mills behind on making metal, the manufacturers delayed because of the mills, the overwhelmingly high demand on shipping, factory/warehouse and dock workers and so on).
We have tracking information available so you can obtain up-to-the-minute updates on the status of your delivery. If you somehow do not receive tracking information on your order, please contact info@inessencehomes.com and we will make sure to get it to you.
Order delays have proven to be unavoidable and outside of In-Essence Homes control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.
EXCHANGE POLICY
In order to qualify for an exchange it must be requested within 30 days of the delivery date. We cannot exchange products beyond the 30 day mark.
Please send an email to info@inessencehomes.com or call us during our business hours at 1-(307) 218 7280
Include your order number which can be located in your order confirmation email. Request an exchange and our customer support team will review and respond within 24 hours.
A restocking fee of 20% will be applied to exchanges
In the event of an exchange, the cost of return shipping and the cost of the new product shipping is the responsibility of the customer.
Please note our Exchange Policy only applies to uninstalled, unused product(s) in their original packaging with the box and pallet. If you have used or installed the product it cannot be exchanged.
How we process an exchange
- Once requested, our customer support team will respond within 24 hours
- If acceptable, arrangements will be made to pick up the product
- The warehouse team will receive and inspect the product to ensure it is in a new and unused condition
- The customer will receive a refund minus the restocking fee
- The customer makes a new order for the exchange item
DAMAGED PRODUCT POLICY
If you receive a damaged product please follow the steps below:
If there are damages to the box or exterior - Please inspect the packaging of your item(s) when they arrive, if you notice any damage to the box, take clear photos of the damaged box, refuse delivery, then you should make note of the damages with the delivery driver on the Bill of Lading or Freight bill. Please email us the details of the damage and a brief description to info@inessencehomes.com
If there are no damages to the box - please inspect the package and contents immediately. If there are damages to the product please email info@inessencehomes.com with your order number, clear photos and videos of damage, box and SKU, along with a brief description of the damage and we will process an insurance claim on your behalf.
Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures, or visible signs of exterior damage must be reported within 24 hours.
Please note any failure to report damage within 24 hours of the delivery of the product will result in your claim being denied.
MISSING ITEMS OR PARTS
If you received missing item(s) or part(s) within your order, please contact us immediately at info@inessencehomes.com and include your order confirmation number, photos or videos of the product delivered and a brief description of the missing item(s) or part(s) and we will respond within 24 hours.
WRONG PRODUCT
If you have received the wrong product. Please email info@inessencehomes.com with your order number, clear photos and videos of the wrong product along with a brief description of the product you should have received and we will respond within 24 hours.
If you have any questions please contact info@inessencehomes.com we are glad to help.
BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.
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