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Shipping & Delivery Exceptions

DELIVERY

Last updated: July 5, 2021

Our HOOSENG team will ensure your order is shipped in the fastest and most convenient manner possible. As soon as your order is processed, you will be informed by a confirmation that your order has left the warehouse for delivery. Included in the email will be a tracking number to ensure the order is on schedule. Please note that HOOSENG only ships to the contiguous 48 states within the US.
We work with multiple specialist delivery partners to ensure your order reaches you safely and on time. This may result in your order having multiple shipments from separate delivery partners. Speed of delivery depends on the type of product, product availability, and proximity to metropolitan areas.

Dispatch & Delivery

‘Estimated Delivery’ lead-times shown on each product page indicate the estimated date range you can expect the item to arrive at your delivery location. This lead time includes time taken for stock movement from manufacturing locations to our warehouse (this includes factors such as whether an item is made-to-order), and last mile delivery to your door.

Simply enter your zip code on any product page to see an estimate of when you can expect to receive the item. Please note that these dates are an estimate and may be subject to potential unforeseen delays, if any.

Want us to hold off your delivery date because your home is not ready? Simply place your order, then reply to your order confirmation email with any special requests. We strive to respond to your request within two business day.

• Important: you must inspect the box containing your item before signing in case of evident damage to the packaging or hints that the contents may have been compromised, so the delivery ticket can be properly assessed with "Damage" or "Subject to Inspection". On freight items, you must sign the BOL (Bill of Lading) as proof of inspection, therefore should there be any issues, the refund/return can be processed without setbacks.

Delivery coverage comprehends all the states in the continental and contiguous US. At the moment we do not ship to Alaska, Hawaii, Puerto Rico, Guam, US Virgin Islands, Northern Mariana Islands and American Samoa.

Delivery Charges & Services

Hooseng.com pays for your shipping, therefore you are not charged for it! For the most part our items are shipped though Standard Shipping at your door and in the case of an apartment building, they will be delivered at the building's manager office/mail room/leasing office or lobby. Have in mind that freight (the big stuff) items are curbside delivery only, which means that the carrier/driver is not responsible for in-house delivery and/or any required assembly. Make sure neighbors, family and/or friends are there to assist you if needed.

SCHEDULING AND TRACKING OF SHIPMENTS

You will receive an email notification when your order has left our local warehouse.

For delivery by FedEx/UPS, you will be provided with the tracking information in the email.

For delivery by our specialized carriers, you will be contacted to confirm a delivery date and timeframe.

Change Of Address

We move fast when it comes to prepare orders and ship them. If you need to do a sudden change of address contact Customer Support at 1-801-683-9534 and/or support@hooseng.com at your earliest convenience. By 5:00 PM (PST) most orders from the day will likely be on their way. * If your payment was made through Paypal, due to their customer protection policies it is not possible to change the address once the order has been placed. Contact Customer Support for further assistance. Freight orders are not eligible for change of address (applicable to big & bulky items) due to the scheduling with the delivery partner, securing the pickup, trailer spot and a proper ETA.

Communications With Our Delivery Partner

As we mentioned earlier, for the most part our deliveries are made through Standard Shipping, meaning that it's only a matter of tracking your package using your tracking number and voilá! Very few items are delivered through freight and you'll know that because the tracking number won't be a Standard Shipping one. If that's the case, there will be a brief communication with the delivery partner to arrange delivery. In any case, it's important for you to provide accurate phone information for contact.

Not There To Receive Goods

Standard Shipping items can be delivered without the presence of an adult and will be left by the door or at building’s office. For freight items, we would advice for you to be present at the arranged delivery date so there is no delays on enjoying your Hooseng product(s). Remember that freight is curbside delivery only. 2nd attempt delivery will need to be rescheduled with delivery partner.

Any last-minute changes for scheduled delivery dates must be requested 3 business days prior to your confirmed delivery. Any last-minute requests after said timeframe will be subject to a re-delivery fee.

Order Marked As Delivered Although Never Received

An error or mistake made somewhere along the delivery process, either human or computers. In case of lost/stolen package, we will likely ask for a local police report in order to carry a proper investigation. We've got your back and we will get to the bottom of it, so do not hesitate on contacting Customer Support at 1-801-683-9534 and/or support@hooseng.com

DELAYED SHIPMENT / DELIVERY DUE TO UNFORESEEN SITUATIONS

In the event of delay in shipment due to unforeseen situations, Hooseng reserves the right to reschedule the delivery, subject to availability of next delivery slot.

No specific time of delivery can be provided. A time frame will be advised but cannot be guaranteed. Hooseng shall not be liable for any consequences or any loss suffered or expenses incurred (whether direct or indirect) due to the delay in the shipment / delivery of the goods and no such delay shall entitle the customer to treat this agreement as being repudiated by Hooseng or to any comparison.


SIGNING OF PROOF OF DELIVERY RECEIPT (POD)

A POD is not simply a receipt of delivery, but an acknowledgment that the goods arrived intact. All too often, PODs are signed without inspecting your delivery.

We advise confirming that the shipment was intended for you, that the entire order has been delivered, and that it was delivered undamaged.

Anything not indicated on this form before signature will result in Hooseng being unable to authorize any damage claims after your driver has left.

Please follow this checklist we have created for you to follow before the Point of Delivery (POD) is signed:

Checklist:

  1. Please check all cartons for visible damage.
  2. Please confirm you have received the correct items as per the POD and the delivery order.
  3. If you have White Glove delivery: Please wait until all items have been assembled and there is no visible damage to the items. Then sign off on POD.
  4. f there is serious damage to a carton point it out to the delivery driver.
  5. If there is damage: Please take photos of the damage and cartons.
  6. Please indicate any property damage caused by delivery on the POD. We will need to photographs to document the damage.

After you’ve gone through your entire shipment and documented any issues, you may obtain the driver’s signature or initials next to your notes about the damaged items on the POD.

*Please do not dispose cartons until the issue is resolved.

DELIVERY RESTRICTIONS

We reserve the right to refuse delivery to specific locations for items we deem at high risk of loss or damage, and also areas that are inaccessible for our home delivery services.

We cannot deliver to PO boxes or Parcel Lockers because they're usually too small to accept most of the items we sell.


Missing Parts


An error or mistake made somewhere along the boxing process can happen, and we apologize for that. Contact Customer Support at 1-801-683-9534 and/or support@hooseng.com and we will provide the necessary assistance. *Do not try using parts that do not belong to your item(s) for a quick fix as it could compromise functionality and will void your warranty.

Damaged Products

We have a thorough inspection process before dispatching, so damage is rare. Nevertheless, you should inspect your item(s) upon arrival for any and all details you may consider as "damage" and document it with photos, including box markings for product and model number. You have a maximum of 5 days to report delivery related damage(s) to both the carrier and us at Hooseng. The item MUST be in its original box.

Contact Customer Support at 1-801-683-9534 and/or support@hooseng.com with your Name, Order Info, and Photos and we will find a prompt resolution. (Freight Items Note: You are not obligated to accept delivery when in evidence of damage. You must sign the BOL (Bill of Lading) upon delivery, where notes should be made if necessary so any issue can be assessed properly.)

 

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