arleneshomestore arleneshomestore

Helpful Info

Help/FAQ
Find quick answers to your questions below…

A.   Order Status
• Has my order shipped?
• How do I cancel an item in my order?
• How do I track my order?
• My order never arrived.
• An item is missing from my shipment.
• My product is missing parts.
• When will my backorder arrive?

Order Status:
*Has my order shipped?
Click the “My Account / Order Status” link at the top right hand side of our site to check your orders status.

*How do I cancel an item in my order?
Click the “My Account / Order Status” link at the top right hand side of our site to view orders you have placed. Then click the “cancel” button link to find and edit your order. Please note that once an order has begun processing or has shipped, the order is no longer editable.

*How do I track my order?
Click the “My Account / Order Status” link at the top right hand side of our site to track your order.

*My order never arrived.
Click the “My Account / Order Status” link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.

*An item is missing from my shipment.Click the “My Account / Order Status” link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.

*My product is missing parts.
Click the “My Account / Order Status” link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of “delivered”, please contact customer service for assistance.

*When will my backorder arrive?
Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you.

B.    My Account
• How do I create an account?
• How do I edit my account information?
• How much is my shipping?
• I forgot my password.
• How do I return my product?
• I received the wrong product.
• What is your return policy?
• When will my order ship? 

My Account:
*How do I create an account?
1) Click the “Sign-Up” link at the top main menu of our site.
2) Enter your email address. Under register.
3) Select “Register”.
Then simply follow the prompts to complete setting up your account. Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

*How do I edit my account information?
Click the “Login/My Account” link at the top right hand side of our site to edit your account information.

How much is my shipping?
Shipping is automatically calculated prior to submitting your payment information.  Simply add items to your cart and proceed to the “Checkout” page where you will be offered Shipping Method choices and their prices. WE OFFER FREE SHIPPING ON MOST OF OUR ITEMS IN US!

I forgot my password.
Click the “My Account ” link at the top right hand side of our site. Under the login box you’ll see a link that says “Forgot your password? Click here”. That link will send an email to you with your password.
How do I return my product?

Please notify us within 15 days of delivery to request return authorization. If the return is due to an order being damaged, defective, or incorrect, then we will arrange for prepaid return at our expense and issue full refund shortly after the return is received back at our warehouse. If the return is due to reason other than item being damaged, defective, or incorrect then customer is responsible for shipping costs incurred. Please note that while we do offer free shipping on our website, the customer is be responsible for all shipping costs incurred on returned orders that are not damaged, defective or incorrect. Before returning a product, please obtain return authorization by contacting us and providing the following information: customer name, item(s) to be returned, and the nature of the problem. Refund minus any applicable return shipping cost will be issued shortly after return is received back at our warehouse.*Mattresses are non-returnable if opened or taken out of their plastic wrapping. 

*I received the wrong product.
If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

*What is your return policy?
Please see our Terms & Conditions for complete details regarding our return policy.

*When will my order ship?
Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the “My Account / Order Status” link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

C.   International Shipping
• Do you ship to my country?
• What are my payment choices?
• When will my order ship and what are my shipping charges?
• What is the return policy? 

International Shipping:
Do you ship to my country?
Please create an account by clicking the “My Account” link at the top right hand side of our site. During signup we’ll ask for your shipping address details including country. If your country is not in the dropdown menu of available countries, unfortunately we cannot ship to your country at this time.

What are my payment choices?
During the checkout process you may choose any of our current payment options and continue to place your order. Please note that we will not ship your order until we receive payment from you. We offer secure pay with PayPal.

When will my order ship and what are my shipping charges?
Shipping is automatically calculated prior to submitting your payment information.  Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. We will ship your order shortly after we receive payment from you.

What is the return policy?
Please see our Cancellation & Return for complete details regarding our return policy.

D.   Guarantees 
• Privacy Policy
• Security

Guarantees:
*What is  your Privacy Policy?
We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

*What About Security? Is this site secure for shopping?
This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

E.   Pricing and Billing
Do I have to pay sales tax?
• I have a question on my charges.
• I need a copy of my receipt/invoice.
• When will my credit appear on my account?
• When will my credit card be charged?

Pricing and Billing
Do I have to pay sales tax?
You only have to pay sales tax if you are located in the same state as our warehouse.

I have a question on my charges.
Click the “LOGIN/MY ACCOUNT” link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

I need a copy of my receipt/invoice.
Click the ” LOGIN/MY ACCOUNT ” link at the top right hand side of our site to print invoices.

*When will my credit appear on my account?
Credits usually take 7-10 business days from the time we receive your item(s).

*When will my credit card be charged?
Your credit card will be charged within 24 hours prior to shipment of your item(s).

F.    Buyer’s Guide
• How do I find my product?
• How do I navigate the site?

How do I find my product?
To find the product(s) you’re looking for, you may (1) use the navigation menus on the top, left & bottom of our website. (2) type a keyword into the SEARCH box. If you have any trouble locating a product, feel free to contact customer service for assistance. 

How do I navigate the site?
To navigate this website, simply click on a category you might be interested in. Categories are located on the bottom of the slider of our website. QUICK TIP: Place your mouse cursor over anything you think could be a clickable link. You’ll notice that anytime you scroll over something that is a link, your mouse cursor will become a “hand”. Whereas scrolling over anything that is NOT a link will leave your cursor as an “arrow”. You may also type a keyword into the SEARCH box to quickly find a specific product. If you have any trouble locating a product, feel free to contact customer service for assistance.

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