Shipping & Returns

SHIPPING QUESTIONS 

DUE TO COVID, WE ARE CURRENTLY NOT ACCEPTING RETURNS ON ANY UPHOLSTERED ITEMS. FOR MORE INFORMATION OR QUESTION, PLEASE CALL US AT 201-795-3448 TO DISCUSS.

Q: What does shipping cost?
A: Zin Home offers three different shipping options at checkout: 1) free “curbside” delivery; 2) white glove delivery which includes bringing the item inside to your room of choice and removing the packaging for $100; 3) white glove delivery + assembly, which includes the assembly of the piece, if required, for $199. For each order, we determine the best way to ship an item given its size, weight, destination, along with other factors. There are times that we will upgrade the delivery to a higher service level, and if we do so, it is at no cost to the customer. The actual cost of the delivery is incurred by Zin Home, and the $100 or $199 surcharge is merely an upcharge, that in most cases, only covers a small portion of the overall delivery fee. Any fees incurred due to customer error (i.e. incorrect shipping address or zip code, not being present for a scheduled delivery, storage fees being added due to inability to receive an order) will be the customer's responsibility, and will be charged to the method of payment used at the time the order was placed.

Q: Will the carrier bring my item(s) into my home?
A: Zin Home offers "white glove delivery" as a shipping option on all items. If you are unsure whether an item requires assembly, please contact us at info@zinhome.com to find out. We do out best to include the packaging weight on product listings, but if you don’t see it, and want to know how much an item weighs, email us and we will let you know so that you can make the best decision regarding the type of delivery you need. 

Q: When will I receive my purchase?
A: At Zin Home, we like to set expectations, and prefer to overestimate the length of time for a delivery, and beat that timeline, rather than over-promising and disappointing our customers. Therefore, this is a general guideline regarding delivery timeframes: For small items, the typical timeframe for delivery is about 2 weeks. For large items that are in stock, it typically takes 3-4 weeks for delivery to most locations. For us, getting items delivered quickly is of the utmost importance, however getting them there with a carrier that will not damage them, is even more important, therefore we look at each and every order to determine the best carrier that will balance speed with care, and sometimes this may have a slightly longer delivery timeframe. When an order is placed, the warehouse requires 4-7 business days to prepare the item and schedule the pick up. Both our office, and the warehouse are closed on weekends, as we spend time with our families, so orders placed on Saturdays or Sundays will be processed on Monday mornings.

 

We do not offer an expedited shipping option at checkout, however if you have an urgent need for something to be delivered faster, please reach out to us at info@zinhome.com with an email that includes the item, and the destination zip code, and we can provide you a quote and the timeline for delivery prior to ordering.  We do our best to keep the site updated with accurate availability, however  some items slip through, so if you want to be certain that an item is in stock, just shoot us an email or give us a call at 201-795-3448.

Q: What if my order arrives damaged?
A: This is probably the most important question on everyone’s mind. And for us, our customer’s knowing the answer is crucial to a seamless claims process. The first thing that we ask every customer is take photos of the box prior to even opening it. It’s possible that the box looks perfect, but you may find that once it’s opened, that something is wrong. If this happens to you, please email us within 48 hours of receiving the item, and include the images of the box, the issue, any labels, and a description of the delivery process. If an item is being delivered and the box is obviously damaged, please take pictures, and then open and inspect it prior to signing for it. If the item is damaged, you can either accept it, and then reach out to us for resolution (i.e. repair or discount to keep AS IS, or a replacement part) or you can refuse it. Please note any damage on the paperwork provided by the delivery company. If a delivery is refused, we will file a claim and send you a replacement product. 

 

Q: What if I'm unavailable to receive my order?

A: We know that many customers are ordering furniture for a home that they will be purchasing, a new move, maybe a remodel, or new construction, and that as you try to be organized so that you have your new furniture AFTER your in your home, it can also lead to stress and worry about placing an order too early. This is an area that we at Zin Home excel at, so you should let us help you. The simplest way to do this is to include a delivery note at checkout that specifies the date that you want to receive the item on or after. We will process the order, and set the ship date to a future date that will get your item to you on/after that date. If your requested delivery date is more than a month or two from the date of order, please give us a call or send us an email so that we can gather all of the details to make your delivery seamless, and take the worry and stress off of your shoulders. 

 

Regarding standard deliveries, most of the delivery companies that we use will call, email, or text, to schedule delivery. Once a delivery is scheduled, it is your responsibility to contact the carrier to make any changes, and this must be done at least a few days prior to make sure that no fees are incurred. If you need our assistance in making those changes, please don’t hesitate to reach out to us via email or phone, we’re always happy to help. If you schedule delivery, and then forget or suddenly can’t be there, the item will be rescheduled, however any fees associated with the delivery attempt will become your responsibility.

Q: Do you ship Internationally?
A: We do not ship internationally at this time. If you are working with a US-based freight forwarder, we will ship any item to their receiving location in the US at no charge. If you need the weights and dimensions of the packages in order to get a quote for the delivery, please email us at info@zinhome.com and we can provide you with that information.

 
Q: How can I track my order?
A: Some of the carriers that we use do not allow us to link your order directly with their site, so we send an email with a link to the tracking. If you do not receive that link once you’re notified that your order has shipped, please just email us or give us a call and we’ll make sure it is sent right away. If you’re having trouble with your order, such as not receiving a call to schedule delivery or you’re not seeing movement on the tracking, please reach out to us, we are always happy to assist. 

 

Q: What is your price matching policy?
A: At Zin Home, we do our best to offer quality products at the lowest possible prices. If you see an item you're interested in at a competitor's website at a lower price, please contact us and request a price match. 99% of the time, we'll be able to beat that price, save you money, and still offer the best customer service in the business. Please email us a link to the competitors site, along with your zip code, in order for us to confirm the final price on the other site, and we will get back to you as quickly as possible with our decision. Once an item has shipped, we cannot offer any retroactive price-matching or discounts.

Q: What is your return policy?
A: We know that ordering something online can be a daunting experience. We all want to touch a product, check the quality, sit on the sofa or chair to determine if it’s a good fit, and not being able to do so can cause a tremendous amount of worry. For this reason, we’d rather answer every possible question about a product BEFORE you order it so that you can be certain that it’s the right product for you and for your home. When possible, we send out swatches or wood samples, we send additional photos, or we even direct you to other stores where you may be able to see a product in person. For us, we want our customers to be happy with what they order from us. The last thing we want is for a customer to incur the cost of returning an item because it doesn’t work for them—with the rising costs of shipping and deliveries for furniture, these costs can be extremely high. 

In order for an item to be returned, it must meet the following criteria:

• We must be notified within 7 days of delivery that a return is being requested. 

• Items must be in new condition and in the original packaging to qualify for a return and a refund (please do not assemble or modify the product in any way). 

• The following exceptions that cannot be returned or refunded include:

• Clearance or Sale items

• All Custom (Made to Order) /personalized and Special Order items

• Select items marked "Final Sale or “Non-Returnable”

• All White Glove Deliveries & Large Parcel items

• Due To Covid Regulations We Are Not Accepting Returns On Any Upholstered Items. This includes, Sofas, Sectionals, Accent Chairs, Beds and Dining Chairs

In the event of a return, once we are notified of the request, we will provide you with the cost of the return, along with the cost of our outbound shipping and delivery. This is the total cost that will be deducted from your refund once the item is received back in the warehouse. Once you receive the total cost via email, you will need to authorize the return with a customer service agent, who will then begin the scheduling of the pick up from your home. Refunds are processed once an item is received and inspected at the warehouse. 

Q: What is your cancellation policy?
A: Because most of our items ship or go into production within a few days, we can only accept cancellations within 24 hours from when your order was placed. If an item has already shipped within this 24-hour period, you will be responsible for paying shipping back to the manufacturer and a restocking fee. All cancellation requests must be emailed to info@zinhome.com.

Q: Is my purchase protected by a warranty?
A: Each product is covered by the warranty offered by its manufacturer. For more information, please call us at 1-201-795-3448.

Q: What does "Special Order" mean?
A: "Special Order" refers to items that are stocked in limited quantities but in special order color combinations. "Special Order" items may not be canceled after 24 hours from the time of purchase and are not returnable. Because of the custom nature of "Special Order" items, each order is charged 50% in advance (at the time of the order), and 50% upon shipment from our warehouse. The lead times on special orders vary based on the item's place of origin. Special Order items which are built domestically are typically delivered in 4-6 weeks. Special Order items which are imported from overseas typically take between 8-10 weeks. In rare instances, Special Order items which are both imported and custom-built may take up to 16 weeks (as noted on product pages).

Q: What is your refund policy?

A: The returned item will be inspected within 72 hours of arriving at our warehouse. Once we've determined it is in as-new condition, our team will issue the agreed upon refund based on shipping charges. Please note that depending on your card issuer's policy, it may take up to 14 business days for your refund to appear on your credit statement.

• Original Receipt - Returns with the original receipt will be refunded in the original form of payment.

• Delivery Fees - Delivery fees are non-refundable and prior purchases are not eligible for price adjustments.

• Special orders, clearance items and international orders are non-refundable.

If we identify an unreasonable return pattern, we may restrict or refuse future transactions or returns from such customers at any time.

LEGAL DISCLAIMER
All domestic and international orders are subject to the governing laws of the United States of America and the State of New Jersey.

Zin Home is not responsible for 'NOMINAL' size discrepancies. Measurements are approximations. All measurements advertised are within 1-1.5" accuracy to manufacturer's specifications. Photography is a representation and is not an accurate representation of the color.