Example: For a customer buying a Palo 2-seater sofa, shipping to British Columbia, you will see the following at checkout: $3,189 + $669 = $3,858

• Palo 2-Seater sofa: $3,189

• GST: $159

• Provincial Sales Tax: $223

• Shipping fee: $287

Delivery Methods

Hem schedules shipments with the contact details provided at checkout (email, phone number, and delivery address). Always make sure the information provided at checkout is correct to avoid unnecessary delays with your delivery. 

Cancellation & Order Edits

As soon as an order is received we prepare it for shipping (unless a later delivery date was requested). This results in a small window where changes to an order can be made. Make sure to reach out to us immediately at support@hem.com, and if your order has not been processed for shipment by the warehouse we will do our best to accommodate requests to cancel or edit whenever possible.

We want you to be 100% satisfied with your purchase from Hem.

In order to offer fast and free shipping, reduce waste, and responsibly recycle or refurbish returned items, we charge a return shipping fee equal to 10% of what you paid for your order, with the original packaging intact. Of course, defective or damaged orders are covered by our warranty and aren't subject to any return shipping fees, as long as the original packaging has been retained. For those cases, check out our warranty information here.

You may return your new Hem purchase in its original packaging and condition within 14 days of receipt. Please contact our customer team to initiate a return at support@hem.com. Make sure to include your order number, as well as a reason for the return. Hem reserves the right to refuse returned items that are not in original condition due to the following reasons (but not limited to): missing the original packaging, the item is packaged differently than the way it was received, missing components, visible damages caused by customer or incorrect packaging. 

If your order has been returned to our warehouse due to failed delivery attempts, you can either request a refund minus accumulated shipping costs for the order, or we can re-ship the order once re-shipment costs have been paid.

We do not offer direct exchanges. Orders can be exchanged by returning for a refund, and submitting a new order.

Incorrect or Damaged Orders

If you feel there is an issue with your Hem product or if something is missing, we are here to help you resolve this situation as quickly as possible!

To start the process please file a claim here and be prepared with the following:

• Order number: EX. WEB1000

• Photos of the damaged item, exterior packaging, and shipping label

• Article # / SKU of the product: EX. 12345

Please hold on to all packaging and product(s) while we review your claim.

Make sure to check all packages carefully at delivery! Report any visible damages directly to the carrier before signing for the delivery. Make sure it is noted on the delivery receipt and signed by the carrier. Take pictures of visible damages to document potential issues. 

Please note: Delivered goods need to be checked for potential delivery damages within 48 hours of delivery. This also includes deliveries for projects with an installation date further away. Make sure to report any potential claims within this 48-hour timeframe. We reserve the right to deny claims submitted beyond this limit (this does not apply to warranty claims).

Lost & Stolen Packages

If your tracking information shows that your package was delivered, but you have not received it, please contact our customer team at support@hem.com.  

Note: we do not take responsibility for lost/missing packages that show successful delivery to the order address. Please contact FedEx / Mainfreight to file a lost or stolen item claim.