Please read before purchasing freighted items
At HOME in Napa, we work with only the best in the shipping industry to ensure that your items arrive at your home safely and undamaged. In the unlikely occurrence that your item arrives damaged, we will immediately work to repair or replace your item. Please note that our damages policy is to replace or repair damaged items. If you would like a refund, you must process your request as a return, which may incur fees for shipping, handling, and restocking costs. To guarantee the best customer experience, please follow our guidelines below when you receive your delivery.
Damaged Items Policy and Guidelines for Freight Items:
If you receive a freight item with a required signature, please inspect the packaging and open your package immediately (BEFORE SIGNING) to inspect the item. If the packaging or the item has obvious freight damage or is otherwise incorrect, refuse the shipment and mark the Bill of Lading packing slip as “damaged.” Please take clear photos of the damaged packaging and/or damaged item.
After you refuse the shipment, please contact our customer service within 48 hours at HOME in Napa@gmail.com or 443-564-2417. Please be prepared with photos of the damage (we may ask for these to be sent to us via email). Once contacted, we will file your claim and ship you a replacement at no additional cost.
NOTE: If you sign for a signature-required freight shipment without reporting the damage, defect, or error, you are responsible for all such damages and your damage claim may be denied. All damage claims must also be received within 48 hours of your item's arrival. Damage claims reported after 48 hours of your item’s arrival may be declined.
Damages or Incorrect Items Policy and Guidelines for Parcel Items:
If you receive a no signature required parcel item, please open your package and inspect immediately. Please keep all original packaging. If your item is damaged or incorrect, please take photos of the item and its packaging and report the damage to customer service at HOME in Napa@gmail.com or 443-564-2417. Please be prepared with photos and a detailed description of the damage. Clear photos of the damage are mandatory in order to process a damage claim. We cannot accept damaged returns without the original packaging, and damage claims reported after 48 hours of your item’s arrival may be declined.
If your parcel item is damaged, we will replace it OR one of our design specialists will work with you to come to a mutually agreed money back or discount solution that meets your customer satisfaction. Once we receive your damaged item back, we will send out a replacement item.
Damage claims will be denied if the item has been used or installed.
Where Does My Damaged Return Item Go?
All damaged items returned to us are either donated or field destroyed. Damaged items are unfit for resale.