What can I do to help?

• If you have any advice on parking or the best path to deliver, go to Your Orders, and click on "Update delivery instructions".
• Secure your pet if you have one.
• If you live in a multi-unit complex, elevator access or parking permit may be needed from the property’s management.
• Check your address and phone number on the order as these items cannot be updated once your item has shipped.

Day of delivery

• We will keep you updated. You will receive a notification when the product is out for delivery, and text you 30 minutes before arriving. You can track our progress from the "Your Orders" page of your account.
• Check for any visible damages to the package before you accept the delivery. If the package has major damages, you can reject the shipment and the carrier will take the product back. You will be refunded the full amount once Amazon has received the returned item. If the delivery includes a service, once unpacked also check it is the right product and model, and there are no visible product damages.

Delivery with services

• Upon arrival, you will be provided an overview of the assembly/installation service that will be performed. The product will be taken to your Room of Choice after the location is confirmed. Any questions you have will be addressed before the service is started.
• Packaging and any job-related debris will be cleaned up after finishing up the service. If included in the service, the replaced item will be hauled-away.

FAQ

What are the safety precautions in place for the COVID-19 virus?

Safety is always our top priority. Read about the required precautions for our Delivery Service Partners and their Delivery Associates before and during your in-home service here. FAQs about Orders and Deliveries and the COVID-19 virus can be found here.

Who does the delivery and service?

Once the order has shipped, we will let you know the carrier delivering the product. If the order includes a service, it will be completed by our Delivery Service Partners.

When will I be charged?

Once the order is placed, there will be an authorization hold on your payment method. Amazon will charge for the item once it has shipped. If there is a service there will be a separate hold. The service is charged only once it has been completed.

What if I need to reschedule or cancel?

By navigating to Your Orders you can reschedule, cancel, or update your provided phone or delivery instructions. Some of these options may not be available depending on the shipment status and carrier.

If you are unable to cancel the delivery of a product that you no longer want, refuse it at the time of delivery. The order will be marked as cancelled, and any charges made will automatically start the refund process. For services, no charges are made until the work is completed.

What happens if the delivery is delayed?

We will keep you updated from the moment you place the order. If there are any delays we will proactively reach out to you via phone and text message. Make sure that the phone number associated with the delivery address is correct since this is the number that will be used to reach you. You can check the status of your delivery by going to Your Orders page. You can also sign-up for notification updates, by going to Your Account and selecting 'Shipment Updates via Text'.

What happens if the product is damaged or defective?

If your item(s) arrives damaged or defective, we will assist you with a repair, replacement, or return. When a service is associated with the delivery, the delivery team inspects for damages and other issues before completing the service. If an issue is found post-delivery, select your item from the “Your Orders“ page, and click "Return or Replace Item" option to get started.

How do returns and refunds work?

Returns are hassle-free. Just like your scheduled delivery, you can schedule a return pick up, unless otherwise notes. You will be refunded within 5-7 business days once Amazon receives the returned item. More info here. To start the returns process, select your item on the “Your Orders" page and click the "Return or Replace Item" option.

What if I am not satisfied with the service?

We stand behind every service with our Happiness Guarantee. If you're not satisfied with the service you received, contact Customer Service and we'll make it right or give you a full service refund for covered purchases. More info here.

What if I need additional help or have more questions?

We're here to help! For many of your product orders with we have a specialized customer service team to help you with your product questions or issues through our "Talk to an Expert" option, as well as "Talk to the manufacture" support offered by brands. To get started in Your Orders select Get Product Support.