Question 1

Is it necessary to buy all the recommended items?

Accepted Answer

The items can be purchased whenever you wish, as long as you are within your budget. You are not under any obligation to purchase, and you can choose to do it all at once or over time if you want. However, when you receive the shopping list from us, you should be aware that the information was created along with your concept board at the time of delivery.

Question 2

How does the price match guarantee work?

Accepted Answer

Our furniture discounts are designed to help you get the best possible price. Please send a URL or screenshot of the lower price to order@thehauss.com, and we'll match it for you before payment is made.

Question 3

When it comes to orders, how does it all work?

Accepted Answer

We help you save money on furniture and make buying your shopping list items easy.

1. The "add PM Services" button on your shopping list will take you to your custom-created proposal, which you can buy and pay for on TheHauss's website.
2. We'll send you an invoice that includes our Project Management fee, shipping fees, and taxes. Many of our vendors offer discounts and free shipping, which we pass on to you!
3. We will send your invoice and tracking information after payment is completed.
4. If required, we're happy to coordinate returns and provide labeling according to each vendor's return policy.

Question 4

What are my options for keeping my existing furnishings or incorporating furniture I saw somewhere else?

Accepted Answer

Yes, absolutely! We will ask you upfront in our design questionnaire which items you'd like to keep or incorporate. You can also tell your designer what things you want during the design process. All we ask is for you to provide us with the URL of the item or two photos of the item and the dimensions of that item.

Question 5

Is it possible for me to order an item that is out of stock?

Accepted Answer

Our designers will find an alternative item if an item is no longer available. For more information, don't hesitate to get in touch with us at order@thehauss.com. There are times when certain vendors or things come back in stock, so in those cases, we recommend waiting a few weeks if you love the item!

Question 6

How does the scheduling process work?

Accepted Answer

For in-home deliveries, the vendor's delivery team will notify you by phone approximately one week in advance to schedule a specific date and time.

Question 7

How can I combine sales and discount codes with your discounts?

Accepted Answer

Many of our vendors give us discounts over and above their sale prices and promotions, but each vendor and sale can differ. Please mention your gift certificate or promo code at checkout in the comments section. We will let you know if we can apply it before your purchase is completed.

Question 8

What is the best way to track my order?

Accepted Answer

Every time an item ships, we will send you an update. You can track your articles whenever possible using the tracking links we provide. The estimated ship date will be updated in your order details if you are not provided with these tracking links by your vendor.

Question 9

Can I still do a project and order furniture if I’m not in the United States?

Accepted Answer

Absolutely! Our company also works with international clients so we can work with stores in your country. Clients from abroad often buy everything from US stores to save money and have it delivered by a freight forwarder. It is important to note that trade discounts are usually unavailable at stores outside the United States. Still, some vendors offer trade discounts to our Canadian clients, including Wayfair, AllModern, and Perigold.

Question 10

Does TheHauss accept returns?

Accepted Answer

Yes, TheHauss accepts returns. However, each vendor has its return and shipping policies, so make sure to read through the policies of each vendor before making your decision.

Question 11

What are the steps to return an item?

Accepted Answer

Please let us know if you need us to coordinate returns. All vendors have different return policies, and we follow their return policies. Unfortunately, we cannot accept returns for custom-made or final sale items. We typically allow 30 days for returns from most vendors. Obtain the original packaging and, if applicable, attach photos of any damage to your return request by emailing order@thehauss.com.

Question 12

How can I see a vendor’s return policy?

Accepted Answer

Links to vendor return policies can be found in your shopping list and each invoice next to each item.

Question 13

How do I initiate a return?

Accepted Answer

Please reach out to order@thehauss.com to state the reason for your return. If the item is damaged, please attach the images to your email.

Question 14

What is the process for canceling an item on my order?

Accepted Answer

Please email order@thehauss.com to initiate a cancellation or return. Please know we are happy to request your designer for an alternative if needed.

Question 15

Is it my responsibility to pay for return shipping?

Accepted Answer

If an item is defective or damaged, it will be replaced or refunded by the vendor. The shipping costs will be your responsibility if you return an item because you do not like it.

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