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Frequently Asked Questions

  1. Live Customer Support
  2. Billing Information
  3. Forms of Payment
  4. Shipping & Handling
  5. Order Processing
  6. Backordered Products & Pre-Orders
  7. Savings, Promotions & Discounts
  8. Privacy Policy
  9. Terms of Use and Disclaimer
  10. Contact Us

 

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.

 

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.

Standard shipping is free and included on all orders. Transit time is typically between 2 – 5 business days, after your order is processed.

Expedited shipping is a $4.99 flat fee. Expedited orders are prioritized and processed ahead of other orders. Transit time is typically between 1 – 4 business days, after your order is processed.

3-Day shipping is a $19.99 flat fee.  3-day shipping orders are prioritized and processed ahead of other orders. Transit time is typically between 1 – 3 business days, after your order is processed.

2-Day shipping is a $24.99 flat fee.  2-day shipping orders are prioritized and processed ahead of other orders. Transit time is typically between 1 – 2 business days, after your order is processed.

Same-day delivery is free and included in most areas on mattress 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.

Scheduled delivery is free and included on most large furniture 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.

Same-day shipping is free and included on most orders. Transit 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 shipment. 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.

 

 

Return Policy

At ExpressHomeDirect.com, we strive to provide our customers with the highest level of excellence, before, during and after your products are delivered. You may return or exchange most products for a refund within 45 days from date of purchase. For complete details on returning a product please click here to review our return policy.

NOTE: ExpressHomeDirect.com ships from several distribution centers across the United States. To process a return, 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 initiate a return, generate an RMA# (return merchandise authorization number), and send you a pre-paid return shipping label. Please Do NOT ship any products back, unless you’re given an RMA# and pre-paid return shipping label. We want to ensure your return is shipped back to the correct shipping address, which may not be the same address your order was initially shipped from. ExpressHomeDirect.com is not responsible for any products shipped back to the incorrect address.

 

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.

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