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Please call (561) 835-5999
Monday – Friday 9 AM to 6 PM EST

Frequently Asked Questions

Frequently Ask Questions
  • Do you have a coupon code I can use?

    We did away with most coupon codes and lowered all of our prices to the ‘sale’ price every day.

  • Do you price match?

    We work really hard to keep our prices low and are usually the lowest out there. If you find a product priced lower we will do our best to meet it.

    Sometimes we just can’t and understand if you decide to purchase elsewhere.

  • Why does my order still say “In Process”?

    You order will say In Process right up until it’s ready to ship. As soon as it’s prepped and ready for shipment you’ll receive an email with tracking information and the status will change to ‘Shipped’.

    Depending on product availability, this process can be a few days or longer for backordered products.

  • How do I initiate a return?

    If for any reason you are not completely satisfied with your purchase, you can return it in its original condition and original packaging within 30 days of receipt. Eligible returns will receive full refund of the purchase price, less a possible restocking fee depending on the manufacturer.

    Simply email your order number and request for refund or exchange to:

    returns@homethreads.com. We will email your Return Authorization number and shipping instructions within 48 hours.

    * Please see our Return Policy for more details.

  • Can I return because I changed my mind or just don’t love it?

    Absolutely! We get it - we change our minds sometimes too. Just follow the instructions above for returns.

  • What if my product is damaged?

    We stand behind all of our products 100%. Should your purchase arrive in less than perfect condition, either from a manufacturing defect or damaged in transit, we will gladly refund or replace the item. Simply call or email our customer service department for assistance. You may be asked to submit photos of the damage.

  • I have a tracking number but FedEx has no update - what’s going on?

    We understand your frustration - We're frustrated too! Please understand that this situation is out of our control.

    FedEx is currently experiencing 2-3 week delays in California due to Covid-19 restrictions. Tracking numbers are issued as soon as the product is picked up from the warehouse and these orders are then packed into FedEx trucks. Unfortunately we are being limited to one truckload per day leaving the facility due to the capacity imposed by FedEx, therefore it can often take 2-3 weeks for the tracking number to show movement.

    New Jersey FedEx shipments are taking up to one week to start to show movement. Once picked up and scanned, packages should move normally and deliver 3-5 business days after the first scan.

  • Can my delivery be brought inside?

    Yes! Our trucking delivery companies have the ability to upgrade your delivery directly through them to ‘White-Glove’ delivery. (Standard delivery is free from us!) With White-Glove your product will be brought to the correct room, set in place and the packing materials removed.

  • Why was my credit card charged if the product is on backorder?

    At this time, our credit card processor can only accept full payment at time of purchase. We apologize for any inconvenience.

  • Why isn't PayPal / Affirm sending the correct information?

    We strive to continually improve our site to give the best shopping experience. We rely on third-party systems like PayPal and Affirm to provide flexible options at checkout, but sometimes glitches with their system are beyond our control. Just email help@homethreads.com and we will correct any issue.

  • Can I visit your showroom?

    As much as we would love to meet you, we are e-commerce only and don't have showrooms. But we DO have an excellent customer service department that would be happy to answer any questions you may have. Give us a call!

  • Do you have any fabric samples?

    Why, yes we do! We have fabric samples for our popular Commix Sofa collection, our custom blinds and our antique metal ceiling tiles.

  • Can I cancel my order?

    We hate to lose your order but we are happy to cancel right up until the time it ships. After that you will have to wait to receive your order and return it.