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FAQ

Live Customer Support

Our personal shoppers and customer care teams are available for you, 7 days a week to help guide & answer any questions. Weekdays: 10 am – 7 pm Eastern Time. Weekends: 11 am – 5 pm Eastern Time. Whether it’s placing an order or answering questions with your existing orders, our teams are ready to assist you. You can also contact us via email 24/7. We will respond as soon as possible, typically within 15-30 minutes, sometimes longer during peak times or overnight hours. please contact us by e-mailing info@expresshomedirect.com or you can call us, toll free, at 1-833-246-8732 or you can chat with us, by clicking on the “chat now” icon.

 

Billing Information

Billing Address (Name, Address, Phone Number, and E-mail)

Shipping Address (Name, Address, Phone Number, and E-mail)

Billing Information (Name on Card, Card Number, Card Type, and Expiration Date)

The shipping address is required in order to ship your order; the e-mail address is used to send your receipt and tracking information; the billing address is needed to verify the identity of the cardholder; and the phone number is necessary so that we can call you if there's a problem with your order.

 

Forms of Payment

We accept Visa, MasterCard, American Express, Discover, Maestro & PayPal. We also accept checks and money orders. Mail your check or money order along with a detailed letter listing the items you would like and the shipping destination to:

Express Home Direct

21 Pulaski Rd, Unit # 247 Kings Park, NY 11754

 

 

Shipping & Handling

We ship only within the United States. We offer free ground shipping on all orders within the continental United States. We do not offer free ground shipping to Hawaii, Alaska or Puerto Rico. Once your order ships, you will receive a notification email with your order tracking details. You will be able to monitor the progress of your package as well as the estimated delivery date.

For oversized parcels and larger, heavier and delicate furniture pieces we ship your order using a 3rd party home delivery team, at no extra cost. A delivery appointment is required and scheduled based on your availability as well as the delivery team’s schedule. An adult, at least 18 years of age will be required to be home to receive and sign for the delivery. You will be notified via email & SMS text (standard text message rates will apply), with your home delivery tracking details. You will also be able to monitor the progress of your package as well as the estimated delivery date. Home delivery is curbside only and does not include inside delivery and/or setup/assembly.

If you require inside delivery and/or set up/assembly, please contact us by e-mailing info@expresshomedirect.com or you can call us, toll free, at 1-833-246-8732 or you can chat with us, by clicking on the “chat now” icon. Available agents will be able to provide you with options and answer any delivery related questions. We will try our best to accommodate any special delivery requests.

 

Shipping Methods

ExpressHomeDirect.com offers several convenient shipping methods. Shipping methods are determined by the products you’ve added to your cart. Not all shipping methods maybe available in your area. Please note transit time occurs during normal business days (Monday - Friday), and excludes holidays & weekends, unless otherwise stated.

Economy Shipping: Free. Included on all orders over $35.00 (before sales tax & applicable coupon codes). Delivery time is typically between 2 – 7 business days, after your order is processed & shipped.

Flat Rate Shipping: $7.99 and is included on all orders less than $35.00 (before sales tax & applicable coupon codes). Transit time is typically between 2 – 7 business days, after your order is processed & shipped.

Expedited Shipping: $4.99 flat fee. Expedited orders are prioritized and processed ahead of other orders. Delivery time is typically between 1 – 4 business days, after your order is processed & shipped.

3-Day Shipping: $19.99 flat fee.  3-day shipping orders are prioritized and processed ahead of other orders. Delivery time is typically between 1 – 3 business days, after your order is processed & shipped.. Not all products are eligible for 3-day shipping. In the event your order does not qualify for 3-Day shipping, we will notify you and refund you the $19.99 shipping fee.

2-Day Shipping: $24.99 flat fee.  2-day shipping orders are prioritized and processed ahead of other orders. Delivery time is typically between 1 – 2 business days, after your order is processed & shipped. Not all products are eligible for 2-day shipping. In the event your order does not qualify for 2-Day shipping, we will notify you and refund you the $24.99 shipping fee.

Same-day Mattress Delivery: is not available in all areas. We are working on expanding our same-day delivery service network. Please contact us by e-mailing info@expresshomedirect.com or you can call us, toll free, at 1-833-246-8732 or you can chat with us, by clicking on the “chat now” icon.

Available agents will be able to provide you with options and answer any delivery related questions. We will try our best to accommodate any special delivery requests.

Scheduled Home Delivery: Available for most large furniture piece orders. Please contact us by e-mailing info@expresshomedirect.com or you can call us, toll free, at 1-833-246-8732 or you can chat with us, by clicking on the “chat now” icon. Available agents will be able to provide you with options and answer any delivery related questions. We will try our best to accommodate any special delivery requests. Delivery time varies, based on your schedule, however typical delivery time ranges between 1 - 3 weeks.

Same-day Shipping: Delivery time is typically between 2 – 5 business days, once your order is processed. We will use our best efforts to ship orders the same day provided that the following conditions have been met:

  • The order was placed by 4:00pm Eastern Time
  • There are no issues on the order such as:
    • Declined Credit Card
    • Incorrect Shipping Address
    • Duplicate Order
    • PO Box addresses beyond our scope of delivery
    • The order has no backordered items
    • The order is placed on a business day (excludes weekends and holidays)
    • There are no weather conditions or other acts of nature that would delay shipping
    • There are no delays caused by shipping carriers

Delivery time is subject to the availability of our shipping carriers (UPS, FedEx, USPS & Home Delivery Carriers) to fulfill their delivery schedule. ExpressHomeDirect.com is not liable for packages that weren't delivered on time because of mishaps or unavoidable delays by our shipping carriers.

Note: You DO NOT have to submit your credit card information or make any commitment before seeing and agreeing to your shipping charges.

Note: Any changes made to the delivery addresses after shipment will result in a Correction Fee of up to $20, which is imposed on ExpressHomeDirect by the carriers. If the correction will result in the package going to a different state, customer will be responsible for the correction fee + the additional cost of shipping.

 

 

Processing Your Order

Most orders are processed and shipped within 1-3 business days. Only orders successfully processed by 4pm Eastern Time are eligible for same-day shipping. In case the product you selected is on backorder, you will receive notification and be given the choice to remain on backorder, substitute the backordered item for another item or cancel the order. All orders go through an address verification system in order to protect our customers and the company against fraud.

Therefore, we reserve the right to cancel any orders that are suspected of being under fraudulent activity. Please note that our fraud prevention system will flag orders with incorrect card information. We will contact you to confirm your payment details and in some instances complete an authorization approval form.

 

 

Backordered Products & Pre-Orders

Due to increased demand, inventory levels, supply chain shortages for some items sometimes deplete rapidly and some of our suppliers are occasionally unable to replenish our stock or dropship for us. While we do the best we can to a) remain fully stocked, b) fulfill all customer orders, and c) keep our shoppers up to date on product availability on our website, we occasionally experience a large volume of backorders and limited customer service capabilities. If you place an order with us and don’t receive shipping confirmation, you may wish to contact us via email or chat to check on the status of your order.

We do not process payment on pre-orders, unless otherwise stated and only after your confirmation and your once your order ships. Customers may choose to pre-order products, currently not available and not in-stock, when we know incoming inventory is limited and may not be available to all customers. By pre-ordering a product, we ensure your order will be prioritized & held for you. Once in-stock and available to ship, we will notify you via email and telephone to confirm your order prior to processing any payment. Please contact us by e-mailing info@expresshomedirect.com or you can call us, toll free, at 1-833-246-8732 or you can chat with us, by clicking on the “chat now” icon. Available agents will help answer any questions you may and will try our best to accommodate any special requests.

 

 

Refund Policy | 30-Day Hassle Free Returns

At Express Home Direct, we pride ourselves on being the very best in customer service.  As an independent retailer of consumer products and a family owned & operated business, our goal is to make sure you're 100% thrilled with your new purchase.  At Express Home Direct we offer our customers 30-Day Hassle Free Returns.  Some restrictions may apply, please see below for details.

Once an order has been processed and a shipping label is created, we are not able to stop your order from the shipping process. Certain exceptions apply on products advertised as "Final Sale", "Clearance" and/or "Special Buy" and cannot be returned. For individual cancellation & refund policies please see below:

 

Mattresses, Mattress-In-A-Box & Adjustable Bases Return & Refund Policy

Mattresses, adjustable bases & box springs ordered on www.expresshomedirect.com are backed by our 120-Night Comfort Guarantee, there are no refunds on these purchases.  Customers that purchased a mattress and decide within 120 days from delivery, that they no longer are satisfied with their mattress are eligible for an exchange only.  There are no refunds during an exchange. Due to the intimate nature of mattresses all sales are final. There are no refunds on mattress sales.

Some restrictions may apply.  Eligibility Requirements & Guidelines:

  • In order to qualify, you must purchase a premium mattress encasement during the initial purchase of your mattress.
  • Contact us within 120 days of receiving your order.
  • A one time state disposal & recycling fee may be applicable, depending on the state. This fee varies by state.
  • We will arrange a convenient date & time for a pick up of your mattress.
  • Please note If we removed your old mattress at the time of your initial delivery, it will be disposed of and cannot be returned to you.
  • Not eligible on defects.  Defects are covered under the manufacturer warranty only.
  • 120 Night Comfort Guarantee is a program that only allows for an exchange only and is not eligible to be returned.  There are no returns on mattresses due to health code reasons. All mattress sales are final.
  • You must select a new mattress for the exchange at price greater than or equal to original purchase price. Sales event & promotional mattresses are excluded.
  • A pick up & re-delivery fee of $275.00 will be added to your exchange.
  • Past the 120 days there are no returns & refunds on mattresses, adjustable bases & box springs. No exceptions.
  • Absolutely no returns or refunds on mattresses that are dirty, soiled or stained.  No exceptions.

Mattresses must be free & clear or any stains, rips or tears, not only will this void your mattresses manufacturer warranty but will also void the 30-Day Hassle Free Returns and the 120-Night Comfort Guarantee .  We highly recommend purchasing a premium Mattress Protector with your new mattress order to stay protected.

 

Bedding / Top of Mattress (Comforters, Duvets, Bed Sheets, Bedspreads etc.) Return & Refund Policy

Bedding & top of mattress products ordered on www.expresshomedirect.com are backed with a 30-Day Hassle Free Return program.  Customer's who purchase bedding & non-mattress products and decide within 30 days from receiving their order, that they no longer are satisfied with their bedding & non-mattress products purchase are eligible for a complete refund of the purchase price, less any return shipping fees and processing fees. 

We value your business and your satisfaction is what matters most. If you are not satisfied with your purchase, you may return it to us following these guidelines:

  • All returns do require a Return Authorization number. Please contact us at orders@expresshomedirect.com or by phone at 1-833-246-8732 for a Return Authorization. This number must be clearly displayed on the outside of the return package.
  • Shipping charges, either way, may not be eligible for a complete refund. We will try our best to waive any return shipping fees
  • Returns must be requested within 30 days of the original ship date.
  • Products must be returned in original packaging and in original condition.
  • Returns maybe subject to a restocking charge of up to 25%.
  • Unauthorized returns will be refused.
  • Refunds will be issued for merchandise only upon receipt and inspection of returned merchandise, less applicable restocking charges and shipping fees.
  • If original form of payment is no longer available, a 100% refund in the form of a store credit will be issued instead.
  • There are no returns after 30-days.
  • Absolutely no returns or refunds on bedding products that are dirty, soiled or stained.  No exceptions.

Damaged Merchandise & Defects

For products with Manufacturing defects, please contact us at 1-833-246-8732 or by email at orders@expresshomedirect.com and we will assist you with a replacement or a refund. If your order arrives damaged due to shipping, keep the original shipping cartons and all packing materials for inspection by the carrier. Please contact us at orders@expresshomedirect.com to review your options. We will try our best to accommodate any special requests. We request you take photo's of the damage to assist in your damage claim.

Furniture Return & Refund Policy

Upon delivery, please carefully examine each piece of your furniture. If you wish to return the furniture for preference reasons, you must contact Express Home Direct Customer Service within 24-hours of your delivery. You may e-mail us orders@expresshomedirect.com or call us at 1-833-246-8732.

To qualify for a refund, the following criteria must be met:

  • A return request must be made within 24 hours of receiving your item(s) by calling us at 1-833-246-8732.
  • Items must be in new condition and in the original packaging to qualify for a refund.
  • Assembled or modified items are unable to be returned or refunded.
  • The delivery fee will not be refunded.
  • Original form of payment will be refunded less a 20% restocking fee & any applicable return shipping fees.
  • If original form of payment is no longer available, a 100% refund in the form of a store credit will be issued instead.

In the rare occurrence that an item arrives damaged on delivery or is otherwise damaged before your possession, please notify the delivery team or a customer care representative immediately. DO NOT ACCEPT any delivery if damage is visible. We request photos of the damage for your damage claim.

For furniture, arrangements will be made for a qualified repair technician to come to your home and correct the damage if possible. For home decor, arrangements will be made to exchange the item. Please note that we reserve the right to repair or replace your furniture as deemed necessary at our sole discretion.

 

Savings & Promotions

Savings & promotional offers at ExpressHomeDirect.com come in many forms on select items. Any available and applicable savings are already reflected in our published prices. For a detailed explanation on our pricing, strike-through prices, savings & discounts please click here to view our terms of service.

  • Price reductions from our regular prices
  • Lower prices than prices offered by manufacturers or other retailers for the same item
  • Coupons and promo codes
  • Instant coupons
  • Rebates
  • Discounts provided by our representatives
  • Gifts with purchases

Prices and promotions are subject to change without notice at our sole discretion. Offers are valid while supplies last and can expire at any time without advance notice. Discounts and savings are applied to select items only. Items may be excluded from any discounting and promotions to comply with manufacturers' pricing policies or at our sole discretion. Offers cannot be combined with other offers, promotions and coupons. Discounts are not applied to any applicable taxes, shipping fees or past purchases.

If you return items, or your order is canceled or rejected, you will not receive a refund for the value of the discount applied to your order. Other conditions, exclusions and restrictions may apply. Please click here to view our full Terms of Service.

 

Privacy Policy

Please click here to view our full Privacy Policy.

 

Terms of Service & Disclaimers

Please click here to view our full Terms of Service.

 

Contact Us

Note: We strive to provide accurate and reliable information about our products and services. However, human mistakes do happen, and we cannot be responsible for any typographical errors and reserve the right to cancel orders due to such occurrences. If you are browsing our site and notice something that may seem questionable, such as misspellings or incorrect product information, please be kind enough to send us an email at: info@expresshomedirect.com.  We would greatly appreciate it.