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FAQ l Hoft Home

Frequently Asked Questions

FAQ

Shipping

Can I track the progress of my order?

After placing an order with us, you will receive a confirmation email that includes the estimated shipping time for your purchase. Once your order has been shipped, you will receive another email with tracking information and an estimated delivery date. If you do not receive these emails in your inbox, please check your spam or promotions folder. Additionally, you can check the status of your order by logging into your account and visiting the "my orders" page.

How long Is the shipping time?

Our complimentary standard shipping service has a transit time of 2-10 business days, depending on your location within Canada. For items that are currently on pre-order, the estimated delivery date will be displayed on the product page, located under the "add to cart" button, as well as during the checkout process. This will provide you with a clear understanding of the delivery timeframe for your purchase.

Can I have the items delivered at a specific date?

If you would like to schedule your delivery for a date later than the estimated window, we kindly ask that you provide us with your desired date via special instructions at the cart page or by sending an email to info@hofthome.com. Please include your preferred delivery date, or indicate that you would like the delivery to occur after a certain date. We will make every effort to accommodate your request and temporarily hold your order to meet your preferred delivery date.

Although we cannot guarantee an exact delivery date, we will do our utmost to ensure that your order is delivered within a 2-3 day window.

How is the shipping always free?

Our extensive network of warehouses throughout Canada enables us to provide complimentary standard delivery, with a 2-10 business day turnaround, on all orders across the country.

Returns & Exchanges

What is your return policy?

We offer a 30-day return and exchange policy on all orders. If you are not satisfied with your purchase within 30 days of delivery, our team will assist you in initiating a return or exchange. Complimentary exchanges are available within 30 days of delivery, with free return shipping on the first exchange. Subsequent exchanges will incur shipping fees. If the new item costs less, a refund will be issued for the price difference, and if it costs more, the customer will be charged the difference.

Are exchanges free?

You can exchange any product in your order up to 30 days after delivery. Shipping on your first exchange for any item is free of charge

Can I cancel my order?

Customers have the option to cancel their orders at any time and receive a full refund, as long as the item has not yet been shipped. Once an item has been shipped, we are unable to cancel the order

What happens if the item arrives damaged?

In the event that the item arrives damaged, we will provide a replacement for the damaged parts at no cost, or replace the entire item if necessary. If a replacement is not desired, we will arrange for the item to be picked up at no cost, kindly note that it is important to retain all original packaging

Payment

Do you offer financing?

We are pleased to offer financing options through Affirm, which allows customers to split their purchases into installments. During the checkout process, eligible customers can choose the Affirm option and will be redirected to their website for the application process. Please note that all financing terms are determined solely by Affirm and are not affiliated with our company

Can I pay with Paypal?

Paypal is accepted as a form of payment

Am I charged upon delivery or at time of purchase?

Your order will be charged at the time of placement. However, if for any reason you decide to cancel prior to the processing and shipping of your order, a full refund will be issued promptly

What type of cards do you accept?

We accept a wide range of payment methods, including major credit cards such as Visa, Mastercard, American Express, Discover, and Diners Club. In addition, we also accept digital payment options such as Shop Pay, Apple Pay, Google Pay, PayPal and financing through Affirm

If the item goes on sale can I price match?

We are committed to providing our customers with the most competitive prices. If an item that you have purchased goes on sale within 30 days of delivery, we will be pleased to honor the sale price. Please contact us within 30 days of delivery with your order number and the specific item for which you are requesting a price match. Please note that we will only match sale prices during the relevant promotional period.

Product Care & Information

What happens if my item starts breaking down?

Our manufacturer's warranty covers defects in materials and workmanship for one year from the date of delivery. If you encounter any issues with your Höft Home product, please do not hesitate to inform our team. We will promptly arrange for replacement parts, repair, or in certain instances, a full replacement. Additionally, we also offer an extended warranty of 3 years at an additional cost.

Product Care

Furniture care instructions vary depending on the material. Below are guidelines for caring for leather, cashmere/wool, wood/veneer, fiberglass and glass materials:

  • Leather: Clean with a quality leather cleaner and conditioner to preserve its softness, good looks, and flexibility. Avoid direct sunlight to prevent fading and discoloration. Wipe spills off immediately.
  • Cashmere/Wool: Vacuum loose dirt, but take care with ground-in or wet stains. To avoid fading, keep out of direct sunlight. Use a spot cleaner or mild detergent solution for minor stains. Avoid bleach, ammonia, colored cloths, and rust-prone surfaces.
  • Wood/Veneer: Protect from heat, sunlight, warm objects, strong cleaning agents, and water. Dust with a soft, dry cloth. Clean with mild, non-abrasive detergent and warm water. Never use oil or any polish containing oil.
  • Fiberglass: Clean with soap and water and wipe off with a damp cloth. Dry the surface and restore shine with polishing car wax.
  • Glass: Clean with water and mild detergent or window cleaner. Use a damp microfiber cloth and dry with a soft cloth."

Can I view the product in person?

Our company operates exclusively online and we are committed to providing our customers with exceptional shipping rates and flexible return policies. We strive to offer free delivery and affordable, effortless returns for your convenience.