Shipping Policy – BestHome US

Welcome to BestHome US. We are delighted to help you bring beautiful, curated home décor into your living space. This Shipping Policy outlines everything you need to know about how we prepare and deliver your orders. Our goal is to ensure a smooth, transparent, and worry-free delivery experience for every customer.

1. Order Processing & Preparation

Once you successfully place an order on our website, our dedicated fulfillment team begins preparing your items with the utmost care. We carefully inspect every product to ensure it meets our quality standards before it is carefully packaged to prevent any movement or damage during transit.

All orders are subject to a processing period. During this time, you may receive updates regarding the status of your order. We strive to make the preparation phase efficient, but certain items—especially those that are handcrafted, oversized, or made with delicate materials—may require additional handling time. If any clarification is needed regarding your order, our support team will reach out through the contact method you provided at checkout.

2. Shipping Methods & Carriers

We partner with a network of reputable, fully insured carriers to deliver your furniture and décor items safely to your chosen destination. The specific carrier used for your order depends on the size, weight, and fragility of the items purchased.

• Standard Parcel Shipping: Smaller items such as decorative pillows, throws, small wall art, and tabletop accessories are typically shipped via a national parcel carrier. These packages are tracked individually.
• Freight & White-Glove Delivery: Larger pieces—including sofas, sectionals, beds, bookcases, dining tables, and large mirrors—are shipped using a specialized freight carrier. For these items, we often arrange for threshold delivery or, in many serviceable areas, a premium white-glove service. White-glove delivery includes bringing the item into your room of choice, unpacking it, and removing all packaging materials.

We reserve the right to select the most appropriate carrier to ensure your order arrives in perfect condition.

3. Delivery Area & Serviceability

BestHome US is committed to serving customers across a wide geographic area. However, please note that delivery serviceability may vary based on your location. While we strive to reach as many addresses as possible, some remote or difficult-to-access areas may have limited delivery options.

When you proceed to the checkout page on our website, our system will validate your shipping address against carrier service maps. If your address falls outside a standard serviceable zone, you will be notified during checkout, and alternative arrangements may be proposed. We continuously work on expanding our delivery network to make our products accessible to more homes.

4. Signature Requirement & Delivery Attempts

For the security of your purchase, most shipments—especially high-value or large furniture items—will require an adult signature upon delivery. This is to ensure that your order is not left unattended and that it is received by the intended person.

If no one is available to sign for the delivery at the first attempt, the carrier will typically leave a notification. For standard parcel deliveries, a second or third attempt may be made. For freight deliveries, you will be required to schedule a delivery appointment in advance. Please ensure that you or a designated responsible adult is present during the scheduled delivery window to accept the order.

5. Inspection Upon Delivery

We strongly recommend that you inspect your order immediately upon delivery, before signing any delivery confirmation. Carefully check the packaging and the item itself for any visible damage, missing parts, or other issues. If you notice any problem—including dents, scratches, broken components, or signs of mishandling—please clearly note the issue on the delivery receipt (or the carrier’s electronic device) before you sign.

If you are unable to fully inspect the item because it is still packaged, you may write “Subject to further inspection” next to your signature. After signing, open and inspect the contents as soon as possible. Should you discover hidden damage after the delivery team has left, please contact us immediately following the instructions provided on our website.

6. Changes to Delivery Information

Once an order has been placed, we immediately begin preparing it for shipment. If you need to modify your shipping address or change the delivery date, please submit your request as soon as possible. While we will make every reasonable effort to accommodate your request, we cannot guarantee that changes can be made after the order has been transferred to the carrier.

Similarly, if you wish to delay your delivery or have your order held at a local depot for pickup, such requests are subject to carrier approval. We will facilitate communication with the carrier on your behalf but cannot control their final decision.

7. Undeliverable Packages & Refused Deliveries

If a delivery is refused, or if a package is returned to us because the carrier deemed it undeliverable (for example, due to an incorrect address, no one available to sign after multiple attempts, or access restrictions), the order will be returned to our warehouse. In such cases, we will contact you to arrange for a new shipment, which may be subject to additional handling.

Please ensure that the shipping address you provide is complete and accurate, including any relevant details such as apartment numbers, gate codes, or specific delivery instructions. We are not responsible for delays or non-delivery caused by incorrect or incomplete address information.

8. Multiple Shipments

If your order contains a combination of small and large items, or if some items are in stock while others are on a longer lead time, we may split your order into multiple shipments. You will receive separate tracking information for each shipment. There is no additional charge for split shipments – we do this simply to ensure you receive available items as soon as possible, rather than holding your entire order for a single delayed item.

9. Customer Responsibility

To ensure a successful delivery, it is your responsibility to:

• Provide a safe, accessible delivery location.
• Ensure that the path from the delivery vehicle to your entryway is clear of obstacles such as snow, ice, narrow stairs, or fragile objects.
• Be aware of any building restrictions (e.g., elevator size, stairwell clearance) that may affect the movement of large furniture. If you live in a walk-up building without a freight elevator, please inform us before placing your order so we can discuss feasibility.

10. Questions & Ongoing Support

We understand that shipping furniture and home décor can involve many details. We are here to support you throughout the delivery process. Should you have any questions about this policy, need to check on the status of your order, or require assistance with a delivery issue, please visit the “Contact” or “Help” section on our website, where you will find resources and a way to reach our support team.

We appreciate your trust in BestHome US. We are committed to delivering not just products, but peace of mind – from our warehouse to your front door, and all the way into your home.