FAQ

Q: I’m nervous about putting my credit card information online.
A: No Problem! Please feel free to submit your order with the payment method “FURTHER PROCESSING REQUIRED” and call or email us with your payment information.
 
Q: What should I do if I made a mistake on my order or want to add to my order?
A: We will take care of that for you. Call us Toll Free 1-855-466-3890 or email us help@hometex-usa.com we are always available to assist you with your order.
 
Q: Do you offer free shipping?
A: Yes. Members will receive free shipping on orders of $75 or more. Sign up now and get 10% off your first order.

Q: What is Pre-Order and how do I make one?
A: Pre-Order items are products that are not in stock in the shipping warehouse but will be arriving at a specified date. You can place a no payment required Pre-Order to reserve these items once they arrive back in inventory. For more information on how to place a Pre-Order please visit our How to Do a Pre-Order video guide.
   
Q: Do I have to register to purchase from your store?
A: No, you can check out as a guest. We charge a $15 flat rate for shipping. Members will receive free shipping on orders of $75 or more.
 
Q: Can I delete my account and all of my information?
A: Please email us help@hometex-usa.com with your email on the account. Once acknowledged we will close your account right away.
 
Q: Can I pick up my order at your warehouse?
A: As of January 1, 2019 pick up is only available at our Canadian warehouse.

Q: The Items I want are out of stock?    
A: We do sell out of some products from time to time, but they are usually back in stock within 30 days. Send us an email and we can reserve inventory for you upon arrival. This is a no charge & no obligation service we offer.

Q: Do you accept returns?    
A: Yes, you can return the item within 30 days of delivery for a refund unless sold “as is”. For more details please see our full return policy.
 
Q: How long does it take to ship my items once I have placed my order?
A: We aim to please, so we try to ship out all orders as fast as humanly possible. Orders will usually be shipped same or next business day but during busier seasons we may take 1-3 business days to ship out. For a larger or custom order we will notify you in advance if your items will ship outside this range.
 
Q: What carrier are you using to ship my order?
A: We are shipping your order so you receive it in the fastest and most convenient way possible. Once your order has been shipped you will receive an email notification with a copy of you order and a link to the tracking page to watch the progress.
 
Q: I have some special instructions for delivery how can I let you know?
A: Some customers want parcels to be left at the door, some want to be called before delivery and some even want to remotely open the garage for the carrier to drop inside. Whatever your request is, feel free to let us know in the checkout notes before submitting your order. Our shipping team will do their best to make sure we meet your request.
 
Q: I forgot my password, how can I get into my account?
A: It happens to the best of us. Please send us an email help@hometex-usa.com with the email on your account and we will be glad to send you a password reset link.
 
If you have any other questions that are not answered here please don’t hesitate to contact us either by email help@hometex-usa.com or give us a call Toll Free 1-855-466-3890

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