Orders, Deliveries, Exchanges & Returns
Where Can I Find Further Information On Shipping?
Can I Call Or Mail An Order?
Absolutely. We understand that not everyone is comfortable with placing orders via the internet, therefore, we welcome telephone or mail in orders. To place a telephone order or a mail-in order, simply fill out the contact us form and a member of our Concierge team will call you back.
How Can I Find Out If You Received My Order?
When you place an order with Broome & Greene, as soon as your card is authorized, you will receive an automated email that recaps the product or products that you have ordered, the total cost and the shipping information.
If you do not receive this email, please check your spam folder as oftentimes, the email can end up there.
If you provided a cell phone number instead of an email address when you placed your order, you will receive an SMS message to confirm your order. This is in place of an email.
If you created an account when you placed your order, you will be able to log into your account and check your order history there.
Should you have any questions about your order, please contact our Concierge team.
Are The Items I Ordered In Stock & Available Immediately?
Broome & Greene holds more than 90% of its merchandise in stock. We have some select pieces that are a custom order and these are clearly identified across our online store.
In the unlikely event that an item or items are out of stock due to inventory inaccuracy, we will release the hold on the funds for that item or items and proceed with shipping the remainder of your order.
How Long Will It Take For My Order To Ship?
Orders take 1-3 business days to ship. Once we receive your order, we will contact you within one business day to schedule delivery.
How Long Will My Order Take To Be Delivered?
Depending on the products that you order, deliveries can take from 2 days up to 10 days.
For most items weighing 25 lbs or less, your order will be delivered within 2 days after shipping (excluding weekends and holidays). For heavier items, we ship these via freight and dependent on the warehouse that we ship from, these can take 3-10 days. We will confirm with you the delivery timeline when we contact you to schedule delivery.
How Do I Initiate A Return?
If you have received your purchase and you are not entirely satisfied, you may arrange a Returns Authorization up-to 30-days after receipt. Please note that terms and conditions apply, more information can be found here. To request a Returns Authorization, please contact our Concierge team who will be happy to assist.
Can I Return My Purchase At One Of Your Stores?
At the moment, Broome & Greene is an online-only retailer. We plan to open retail stores, however at this time, the only way to return merchandise is to contact our Concierge team for a Returns Authorization.
How Long Does a Refund take?
Refunds are only issued once we are in possession of the merchandise that you are returning.
Once merchandise is received, it typically takes 1-3 business days to inspect and authorize a refund. You will receive an email once your return has processed and then refunds typically post back to the original payment method within 7 business days from receipt of our email.
If you paid via a check or transfer, you will receive a refund via check in the mail. If you have further questions about refunds, please contact our Concierge team.
How Do I Cancel My Order Completely?
After placing an order, you have 24 hours to cancel the order, after which it is likely it will have been prepared for shipping or will have already shipped.
If you contact us within 24 hours, we will be able to cancel the order and release the hold on the funds for the order. Please note that funds take 3-5 business days for your financial institution to restore to your method of payment. Unfortunately, this timeline is outside of our control.
If you are contacting us after 24 hours, we will do everything that we can to cancel the order, however, in the event that the order has shipped, we will need to process a Returns Authorization and the order will be subject to our Shipping, Exchanges & Returns policy. More information can be found on our Returns Process here.
Can I Have My Order Shipped To Another Address That Is Not My Billing Address?
Yes and no. If you are paying via Credit or Debit card or via PayPal or Amazon Pay, provided the card information exactly matches back to the billing address on file, Broome & Greene will release any order to a different delivery address.
If you are making a purchase via Affirm, the shipping address must match the address that was authorized for the line of credit otherwise your application may be declined. Please note that we are unable to change a delivery address for orders purchased via Affirm once the check out is completed. We will need to cancel your order and for you to place it again with the preferred address.
If I Order Multiple Items, Will They All Deliver At The Same Time?
Broome & Greene tries to combine products into one scheduled delivery, however, there will be occasions such as custom orders, or where you order a mixture of furniture and decor that we cannot combine these into one delivery, as they ship from different locations.
With that said, we are more than happy to stage your order at one of our warehouses, and then schedule delivery on one set date once all items have arrived.
If you would like to take advantage of this, please contact our Concierge team for assistance.
Do You Offer Insurance For Your Products?
Most products that Broome & Greene sell come with a manufacturer warranty. The warranty varies by brand, but typically it is one year from the date of delivery.
We offer an extended warranty on select products via our partner, Clyde, which covers issues such as stains, damages or defective areas of your product/s.
If the product you are purchasing qualifies for an extended warranty, more information will pop up when adding a product to your shopping cart, however, if you have specific questions, please contact us.
Payments & Credits
When Is My Card Charged?
We secure an authorization for the total value of your order at the time you complete the check out process.
We do not capture the payment from your card until we have verified inventory availability and scheduled a delivery date with you. Authorization and capture are two different processes, however both will show that the payment has been reserved from your card.
In the unlikely event that an item or items are out of stock, we will adjust the authorization so that you are billed only for the item or items that ship.
What Cards Do You Accept?
We accept all major credit and debit cards, including Visa, Mastercard, Discover, JCB, Amex and Diners Club. In addition, we also accept payment via Apple Pay and Google Wallet.
Can I Redeem Store Credit Online?
Absolutely. If you have been issued with a store credit or goodwill discount, you may redeem this against orders of any value. Please keep in mind that to qualify for free shipping, you need to spend a minimum of $5000, otherwise for furniture deliveries the delivery fee is $149 and for a rugs, lamps and accessories, the delivery fee is $49. Should a discount reduce your cart total below this amount, you will be charged shipping. Instructions for redemption should be in the email that contains your store credit or discount code.
If you should have any questions about this, please contact our Concierge team.
Can I Finance My Purchase?
Yes. We offer a couple of options for customers to finance their purchase:
Affirm: Our primary financing partner is Affirm. With Affirm you can finance a purchase over 3, 6 or 12, 24 or 36 months. For more information about Affirm, please visit their FAQ's
PayPal Credit: If you are a PayPal Credit customer, you can finance your purchase, interest-free for six months. Interest will be charged to your account from the purchase date if the balance is not paid in full within six months. Minimum monthly payments required, please see PayPal's terms for more information.
Will I Be Charged Tax?
Broome & Greene believe that the price you see should be the price you pay, without nasty surprises like tax added at checkout. Therefore tax is included in the price of all products sold by Broome & Greene.
Why Is Tax Included In The Price Of My Furniture, I Don't Live In New Jersey?
Broome & Greene has a legal obligation to collect sales tax in states where we have a physical presence or a nexus.
As we have warehouses located in all 50 States, we are obligated to collect sales taxes on purchases where sales tax laws exist.
Where Are Your Products Made?
Broome & Greene sources from or collaborates with brands that are based both in the United States and around the world.
With that in mind, where possible we try to always work with products that are American made, however, there are instances where sources only manufacture in Europe or Asia.
If you have specific questions concerning product sources, please contact our Concierge team.
Are Your Products Safe?
All merchandise that is sold by Broome & Greene is produced in accordance with both the strict laws of the country of origination and also the laws, both Federal and State in the United States.
In certain states, such as California, laws exist that require disclosure of any chemicals, compounds or components of a product that may be considered harmful to life. Proposition 65 is one such law. More information on Prop 65 can be found here.
For questions concerning product composition and compliance, please contact our Concierge team.
Last updated 12/2/2018