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Helpful Tips


How do I receive a catalog? 

  • You can call or email your Account Manager and request a paper catalog, PDF catalog or both

 

Can I order offline? 

  • If you choose not to place an order online you may fax your PO to (512) 491 6882 or email your Account Manager.  

 

How will I receive confirmation of my order? 

  • Expect confirmation of your order along with terms and conditions the following working business day. 

 

How do I check my order? 

  • Call (512) 804-5450 or email your Account Manager

 

What if I want to make changes to my submitted order? 

  • Call (512) 804-5450 or email your Account Manager

 

How do I cancel my order? 

  • You may cancel by phone (512) 804-5450 or emailing your Account Manager

 

Will I receive all the items in my order at the same time? 

  • Upon placing your order your Account Manager will inform you of ETA on all your product. 

 

Can my merchandise by held if I am not ready to receive it? 

  • Order must be paid in full
  • 5% hold fee per month for storage, prepaid
  • Beginning and ending months are full months
  • Restocking fee of 20% will apply, no refund of storage fee

 

When will I be charged?

  • Payment is required prior to shipping and will include cost of product and shipping & handling charges. 

 

What shipping options are available? 

  • Express - Your order will be palletized and we will obtain a freight quote for your confirmation.  Custom pallet fee is $50.00 per pallet, while regular pallet fee is $35.00.
  • Economy - Delivery ranges from 7-15 business days with no shipping minimum. Freight will be capped for orders over $1,500.00.  For orders under $1,500.00, our carrier’s standard shipping rate will apply.

 

How is furniture delivered? 

  • Volume shipments are loaded in the front (nose) of the trailer. A plywood wall is used with loading bars to braces the load. The shipment is arranged with the carrier to deliver direct to you on the same trailer. LTL orders are palletized, banded, and shrink wrapped to ensure best possible transportation. 

 

Does HTD drop ship? 

  • We are now drop shipping. Ask your Account Manager for more details.

 

Can I track my shipment? 

  • Tracking information is sent once shipment leaves our Austin warehouse. Your Account Manager will track your shipment as well and follow up after shipment is received. 

 

How do I return merchandise? 

  • Final sale products cannot be returned. Undamaged product can be returned with the understanding that: returned shipping is paid by customer, customer and or carrier being used is liable if damages incur during transit upon return, a 20% restocking fee will be deducted from refund back to customer and if damages incurred upon return, cost of repairs will be deducted from refund back to customer. 

 

How long does a refund take? 

  • Depends on location and damages. Undamaged product can be returned with the understanding that: returned shipping is paid by customer, customer and or carrier being used is liable if damages incur during transit upon return, a 20% restocking fee will be deducted from refund back to customer, and if damages incurred upon return, cost of repairs will be deducted from refund back to customer.