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Customer Service

TERMS + POLICIES

COVID-19 POLICIES + PRECAUTIONS

Our shop is open! We've implemented new in-store guidelines to support the well being of our team and customers. If you're not ready to join us in store, we are still offering curbside pick up.

  • INCREASED SANITIZATION THROUGHOUT OUR STORES — Our teams will remain vigilant in keeping our stores disinfected and will wash their hands frequently throughout the day, based on CDC recommendations. We also ask our customers to sanitize their hands upon entry.

  • LIMITED IN-STORE CAPACITY — We are allowing 5-7 groups of individuals in the store at any given time. If we feel the capacity is too high, we will regulate the entry of customers with an associate at the door. 

  • FACE COVERINGS — All employees are required to wear face coverings while interacting with any other person. Customers are also required to wear face coverings while inside our stores and during Curbside Pickup.

  • SOCIAL DISTANCING — We respectfully ask that our employees and customers remain at least 6 feet apart at all times.

  • APPOINTMENTS — To schedule an appointment for a larger memo, or a personalized shopping experience with our staff, please inquire. 585.506.9274

  • RETURNS AND REFUNDS — Any custom orders, all furniture, artwork, books, lighting, apothecary, jewelry, and sale items are final sale.

If you have any questions or concerns, we’re here for you. Send us an email at info@wh127.com at any time. Thank you for working safely with us and for supporting us during these times. We love you!

CUSTOM ORDERING | HOLIDAY CUT OFF DATES

To ensure your piece arrives to you in time for the holidays, please see our cut off dates below. Please note, the production lead time does not account for the 1-2 week delivery time. If you are concerned about your piece arriving in time, feel free to contact us directly.

Backordered Fabric

Please note production on your piece will not start until your selected fabric is in-house.

 

Items with 12-14 week lead times:

Cut off for Thanksgiving orders has passed.

Cut off for Christmas orders is September 10.

 

Items with 8-10 week lead times:

Cut off for Thanksgiving orders is September 10.

Cut off for Christmas orders is October 15 (with instock fabric).

SHIPPING

All in stock items will ship via FedEx Ground or USPS within 3 business days (M-F). We do not ship on Saturday - Monday or Holiday days. Once your order has left the warehouse, transit times will range from 2-7 business days, depending on your location. Some items may ship directly from our vendors. Items ordered together may not arrive in the same box.

Furniture and some large items will ship via common freight carrier. Freight transit times range from 3-5 weeks. Freight carriers deliver Monday – Friday from 9am – 5pm. A representative from the freight company will call to schedule a delivery date and time that works for you. Most freight shipped items will be delivered curbside via common freight carrier. Some large and/or heavy items include threshold delivery – inside the front door – delivery specifics are noted on the ‘SHIPPING & RETURNS’ tab on each product page.

You will receive an email notification with tracking details when your order has shipped. Please use this tracking information to stay up to date on your shipment. Please check your spam folder if you did not receive the email.

Shipping prices are based on the value of the items you purchase. Please use the chart below to estimate the shipping & handling charge for your order. We currently ship to the 48 contiguous United States (we do not ship Internationally or to Alaska or Hawaii at this time). If you need a rush delivery, please contact customer service before ordering.

 

 

SHIPPING RATES

$0 – $50 / $10 Flat Rate

$50 – $100 / $16 Flat Rate

$100 – $150 / $24 Flat Rate

$150 – $200 / $32 Flat Rate

$200 – $300 / $48 Flat Rate

$300 - $400 / $65 Flat Rate

$400 - $500 / $80 Flat Rate

$500 - $1000 / $120 Flat Rate

$1000 - $1500 / $150 Flat Rate

$1500 and up / 12% of the cart total

$300 Flat Rate Shipping on orders over $3000  (oversize fees still apply)

*Shipping rate will vary based on destination

**Some furniture and oversize items will incur additional shipping and handling charges. If applicable, the additional shipping and handling charges will be noted on the SHIPPING INFO tab of the product page.

 

 

EXCHANGES

We want you to be happy with your WH127 Home purchase. If for any reason you are not completely satisfied, we will gladly accept your return for an exchange or in-house credit based on the following policies:

Please note all hardware, apothecary, lighting and freight shipped furniture items are not eligible for return. SALE ITEMS ARE NOT ELIGIBLE FOR RETURN. Specific details will be listed under the ‘Shipping & Returns’ tab of each product page. If you have a question about a particular item, we are happy to answer any questions at info@wh127.com.

To request a return authorization, please email info@wh127.com within 7 days of receipt. Please note, returns will NOT be accepted without a Return Management Authorization number(RMA#). Clearly mark the packing slip with the RMA# provided. Please do NOT mark on product packaging or boxes. All shipping charges are non-refundable and return shipping charges are the responsibility of the customer. We recommend shipping returns insured and with tracking, as we are not responsible for lost or stolen items in transit to our warehouse. Please allow 5 business days for your return to be processed once received and inspected.

DAMAGES

Upon receipt, please inspect your items carefully for any damage or defects that may have occurred in transit contact info@wh127.com immediately. Please keep original packaging and document both the item and packaging damage to include pictures for submission. Claims against damaged items must be made within 48 hours of receiving the item. Claims made after 48 hours cannot be accepted. Inspect your delivered item before you sign to ensure there’s been no freight damage. If there is noticeable damage to a freight delivery item, refuse the shipment and mark the bill of lading “Damaged”. We will arrange replacement of the item for you.

CANCELLATIONS

Items shown as ‘on backorder’ can be cancelled within 24 hours of placing order. We regret that we are unable to cancel or edit orders for in stock merchandise or any custom order. Once your order is placed, it is instantly entered into our system and cannot be modified in any way.

PAYMENT METHODS

Warehouse127 home gladly accepts American Express, Visa, MasterCard, Apple Pay and Discover.

CUSTOMER SERVICE HOURS

WH127 Home customer service hours are Tuesday – Friday from 11am – 5 pm EST. We can be reached at info@wh127.com

or by phone at 585.506.9274.  Please note, all emails and voicemails will be returned within 24 hours except on weekends and holidays.

STILL HAVE A QUESTION?

VISIT OUR FAQs FOR MORE INFORMATION.

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PUBLIC MARKET DISTRICT

120 RAILROAD STREET

ROCHESTER, NY 14609

585.506.9274

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