Frequently Asked Questions
A: Return/Cancellation credits will be issued in the form of store credit, less any applicable delivery and pick up fees.
All returns must be received in original condition/packaging and made within 7 days from original purchase.
If a shipped item arrives damage, you must contact Indy Home within 14 days.
Indy Home is not responsible for items beyond 14 days. If an item is not damaged, but you would like to return it, you are responsible for the cost of shipping the item(s) back to Indy Home
Delivery charges will not be refunded for returned merchandise. If a customer requires a return-delivery /pick-up, the standard delivery fee will apply. Refused orders are subject to return freight & any applicable restocking fees. Delivery charges are not refundable for unsuccessful attempts (i.e. customers who are not at a delivery address during agreed date/time or for merchandise, or for orders which do not fit into building or residence) or for approved/pick-ups.
A gift can be returned for exchange or store credit only.
Q. What if my furniture or an item is received damaged?
A: Contact Indy home within 14 days of receipt. Indy Home is not responsible for items beyond 14 days. If an item is not damaged, but you would like to return it, you are responsible for the cost of shipping the item(s) back to Indy Home
For damaged items, we request the following pictures:
- A photo of the damaged item
- A photo showing the damaged merchandise, inside the original box, with all of the original cushioning (picture should show the placement of the merchandise and packaging inside the box)
- A photo of the packaging material used inside the box (e.g. bubble wrap, Styrofoam peanuts, cardboard dividers, etc.)
- A close-up photo of the shipping label with tracking number (please zoom in enough to read the tracking number, which usually begins with 1Z)
- A close-up photo of the box manufacturer’s certificate (BMC), if available
- The BMC is a round stamp that details either the bursting strength of the box or the edge crush rating of the box.
- The BMC is generally found on a bottom flap on the outside of a corrugated cardboard box.
- Two photos displaying all six sides of the package (One photo should display the top and two sides. The second photo should display the bottom and the opposite sides.)
- Dimensions of the box, including the package height, length, and width
Make notes on the Bill of Lading (BOL) at the time of delivery.
Indy Home and the delivery company reserve the right to repair any item or items that can be repaired. Contact the store at (631) 868-8415 with your purchase order number and delivery information
Q. Can I return an item or furniture?
Items sold which are “Special Order” or “Direct Shipped” to customers from Vendors, Suppliers &/or Workrooms are not eligible for return, cancellation or exchange.
Vintage merchandise including surfboards is not eligible for return and is sold “as-is.” Please carefully inspect vintage items prior to purchasing.
All one-of-a-kind items are non-refundable and is sold “as-is” once purchased. These items are unique and may have eccentric markings of natural products.
A: Merchandise is allowed on approval for 1 business day. Merchandise on approval not returned within 1 business day will be automatically charged to the credit card listed, in full, with any associated delivery fees at the end of the following business day.
A: Lead times quoted at the time of purchase are estimates only and may vary due to unforeseen circumstances. Therefore lead/delivery times are not guaranteed and do not qualify as a reason for a return, cancellation or exchange.
Delays such as defective fabric (in-stock or COM) may affect lead-time. If an issue should arise with the fabric of choice – please be advised that the lead time is subject to change.
Occasionally, fabric delays are unavoidable based on stock levels & backorders, Indy Home will contact the customer should an issue arise.
A: Indy Home provides delivery of merchandise through different third-party delivery services. Indy Home is only a facilitator between the customer purchasing the merchandise and the delivery service being used. Indy Home is not an agent for either and has no liability with respect to the delivery service. However, in the event an item arrives damaged or incorrect, Indy Home will assist to coordinate repair or a replacement, credit or refund based on circumstances.
White Glove Delivery service will deliver to the area of your choice and remove packing materials. The delivery service will call the day before the specified delivery date with a time frame. We cannot take requests for specific times for deliveries.
An extra free will be applied for walk-up deliveries.
For Drop Ship Orders, removal of shipping materials is the responsibility of the customer. Please take extra caution when using sharp, cutting instruments as this may damage upholstery or scratch surfaces.
Depending on the items purchased and the delivery methods available for each item, an order could be delivered in multiple shipments.
Curbside Freight Delivery will be delivered to a garage, porch or curbside. Delivery does not include the set-up or re-installation of any electrical equipment or home electronics, or any component, electrical hookup. Delivery does not include any assembly or the removal of shipping material such as wooden pallets, plastic wrap or boxes.
Customers must sign a “Proof of Delivery Note” that ensures that all goods have been inspected prior to signing and were received in good condition. Should any merchandise arrive damaged - it MUST be noted on the proof of delivery note. Once the “Proof of “Delivery Note” has been signed stating the merchandise arrived in good condition, Indy Home will not be responsible for any repairs, replacements, exchanges or returns of any kind. It is the customer or customer’s receiving person’s responsibility to inspect each item thoroughly at the time of delivery and notate any irregularities. Issues found after the delivery service has left will be the responsibility of the customer. Customers need to be onsite when delivery is made or have a representative to sign for and/or accept the delivery.
Customers may arrange their own pick-up, using their choice of delivery service or personally coming in to pick-up items. Pick-up option does not apply to custom orders or items that are for drop-ship.
A: Customer agrees to accept delivery or arrange a pickup within 30 days of the order being available. After 30 days of the order being available for delivery or pick-up, the customer understands and agrees to a 5% storage fee per month for the retail cost of any and all goods for 6 months.
After 6 months, the order will be deemed canceled and you will be responsible for any applicable cancellation and storage fees.
A: When you receive your new sofa or chair, please be aware that the cushions need time to relax and fill out. It is standard practice for shippers to stand furniture on its end for transport. This allows for more room on their truck. During this process the cushions can settle or be compressed because it’s stacked this way for several days at a time. “White Glove” delivery companies manage the cushions during delivery but additional fluffing after delivery is needed. It may help to pick-up cushions by the corners, flip and let drop to help restore shape.
Please feel free to reach out to your sales associate to give you some tips on how to fluff your new sofa, if needed.
A: For in-stock items, delivery time depends on the third-party service selected by the customer and the type of delivery (UPS, FEDEX, or private delivery service). Fees will vary.
A: Gift cards can be mailed only to U.S. addresses and are sent via USPS certified mail.