Orders + Shipping + Returns + Cancellations
We Make Order Tracking Quick + Easy!
Once your BOXHILL order has shipped, you will receive a confirmation email that contains tracking information. You may track the current status of your shipment at any time via your BOXHILL account (View Order Status, View Order Details,) or by entering the tracking number below.
For some freight and international shipments, please refer to your Order Details for information on order tracking.
Please contact firstname.lastname@example.org if you have questions.
BOXHILL Returns + Damages + Cancellation Policy
We stand behind all of the products we have curated for our site, and we work with the best manufacturers in the world to ensure you'll LOVE them. We work hard to ensure the design details, quality, safety, and sustainability of our products are top notch. We abide by the terms of each production line. Because we offer such a wide range of products, and because the return policies vary slightly between lines, we suggest asking all questions about return eligibility prior to purchase.
May I Cancel My Order?
Order cancellations are by exception only, and are not always possible. Once your order is placed, we process it right away (sometimes within minutes.) If your order has gone into production, it is not possible for us to cancel your order. To determine whether or not your order has gone into production, please contact us directly at email@example.com.
What Should I Do If My Item Arrives Damaged?
While it is always a disappointment, sometimes items are damaged during the shipping process. It is the customer’s responsibility to open and inspect all boxes at the time of delivery, to follow all of the steps below while the delivery driver is still present, and to notify BOXHILL of any issues within 24 hours.
If your freight is damaged, you may always refuse delivery of the shipment. The carrier will send the item back to the production line for inspection of any damage.
The first thing to do if you realize that your freight has been damaged is also the most important step -- you MUST sign the POD for damage before the driver leaves. (The POD is the "Proof of Delivery," and it acts as a delivery receipt for the goods being shipped.) To "sign for damage" is to clearly annotate on the POD that the freight was damaged when it was delivered, and to note exactly what was damaged -- be as specific as possible. If damage is not noted on the POD, you are essentially stating that the shipment arrived in perfect condition, and the carrier will most likely deny any freight claim. (Claims made after the fact are called "concealed damage" claims, and they are almost never reimbursed by freight companies.) Your failure to follow these mandatory instructions will greatly reduce BOXHILL's ability to assist you in resolving your issue, and any assistance will be at our discretion.
BOXHILL will not assume responsibility for damages that were incurred during transit and are not annotated on the POD by the customer at the time of delivery.
We strongly encourage you to take pictures of both the damage to the item and the damage to the packaging, as applicable, as these photos will be used later in the claims process as proof of carrier fault. Please retain all packaging materials for 45 days -- this is required should the carrier elect to inspect the merchandise.
If damage has been correctly noted on the POD, BOXHILL will assist you in filing the freight claim and determining if the item needs to be fully replaced, or if it is repairable.
Should an item be received damaged when it is not due to a shipping issue, please contact BOXHILL within 24 hours of receipt, and be prepared to relay order details and images of said damage. BOXHILL reserves the right to repair, replace, or refund at our discretion.
Claims for lost or stolen goods must be reported within 72 hours of expected delivery.
Is My Item Returnable?
Not every item on our site is eligible for return. To inquire about the return eligibility of your item, please email us at firstname.lastname@example.org. Please note, we do not accept returns on the following:
- Discounted items
- Wired or assembled products
- Custom / made-to-order items
- Used items, or items without their original packaging
- Altered items (repainted, refinished, cut, etc.)
- Final sale items or gift cards
- International orders, to include orders outside of the contiguous US
How Do I Return My Item?
If you plan to return an item, please keep all of your item’s original packaging. Contact us at email@example.com to inquire about the item’s return eligibility. Our staff will provide you with return options and instructions (as applicable.) All returns will be handled on a case-by-case basis and may take several days to coordinate. If your item is approved for return and is received in an unsellable condition, we will not refund the item.
Please note that we are unable to refund in-full for buyer’s remorse, and we reserve the right to repair, replace, or refund at our discretion.
How Can I Receive My Refund?
We offer two options regarding your refund for a BOXHILL-approved return:
- BOXHILL Store Credit: Receive your return refund in the form of store credit for the merchandise price, less the cost of outbound and return shipping. If you elect to return your item(s) for store credit, all restocking fees will be waived.
- Original Form of Payment: Receive your refund in the form of your original form of payment for the merchandise price, less the cost of outbound and return shipping AND up to a 15-30% restocking fee depending on the vendor’s policy. It is the responsibility of the customer to inquire about any restocking fees for an item prior to purchase.
Please note, If we identify an unreasonable return pattern, we may restrict or refuse future transactions or returns from such customers at any time.
Again, BOXHILL is unable to refund in-full for buyer’s remorse, and we reserve the right to repair, replace, or refund at our discretion for every order.
Why Do You Assess Restocking Fees On Returns?
Restocking fees are not directed by BOXHILL, but rather by the manufacturer. A considerable amount of time, labor, and company cost is required to receive your returned item restock it back into our warehouses. Additionally, a large percentage of furniture and accessories that are returned are not packaged according to the original factory standards, or they incur damage during transit, making them impossible to resell. We must assess restocking fees on returns to account for these variables.
Shipping + Delivery
BOXHILL products are curated from a variety of vendors throughout the U.S., Europe and Asia. This allows us to offer our Trade partners highly competitive prices for top-tier products. Because we ship from multiple warehouses and a percentage of our products are made to order, the shipping and delivery windows are unique for each product. BOXHILL will never be Amazon Prime—nor do we aspire to be—but we do promise to practice total transparency and honest communication about the ETA(s) of the unique product(s) you order from us. We will email your expectant shipping date, typically within 36 hours of your order. Please contact us at firstname.lastname@example.org immediately with any questions or concerns.
LTL Freight Shipments
BOXHILL orders that ship via LTL freight companies are quoted at the curbside delivery prices. If you require white glove delivery, or other specialized requests beyond curbside placement, please contact us at email@example.com before purchasing, so that we may research your request and provide you with the available options and pricing. If you request additional delivery services from the freight company at the time of delivery, they will charge extra for this, and you will be responsible for paying all of the additional charges that are assessed to BOXHILL beyond the contracted curbside rate.
Returns + Exchanges
Unless the product is defective or damaged during shipping—for example, if you you or your client had a change of heart—return shipping costs are the responsibility of the buyer. If you are shipping an item over $75, we recommend using a trackable shipping service, or purchasing shipping insurance.
Of course, if BOXHILL has accidentally sent you the wrong color, size or product, we will provide you with a pre-paid shipping label for all orders within the U.S. If you are exchanging the product for something else, please note that shipping and delivery windows may vary based on your destination. To initiate a return or exchange, please contact us at firstname.lastname@example.org for further details.