Order help

In the unlikely event that something goes wrong with your delivery, Comfort House is ready to help make it right.

The merchandise that I purchased from Comfort House didn't work the way it was supposed to. I expected a long drawn out return procedure but the return and reorder of my item was very easy and processed very smoothly. E.G. of Seattle, Washington

Quick Links:
Damaged merchandise | Defective merchandise | Lost order | Missing item | Wrong item


Damaged Merchandise

If the delivery person is at your door and the goods are clearly damaged, refuse delivery. Notify us by email immediately.

If the delivery person is at your door and you have reason to believe the goods may be damaged (such as a rattling noise or a tear in the carton) but you wonít know until you open the package, accept delivery. If your delivery was made by UPS, advise the UPS driver to record the possible damage and confirm that he/she has done so on their signature board. If delivery was made by common carrier, advise the driver to record the possible damage on the freight bill and leave you with a copy. If when you open the merchandise it is actually damaged, notify us by email immediately. Advise us that the damage was recorded with the driver and provide as much specifics as possible about the damage. Then, place the item back into the carton so it is the same as when you received it and await our instructions.

If the delivery has been made and the damage was concealed, notify us by email immediately. Provide as much specifics as possible about the damage in your email. Then, place the item back into the carton so it is the same as when you received it and await our instructions.

Kitchen islands and other furniture include Consumer Hotlines dedicated to assisting you with damaged parts that require replacement. You'll usually find the number on the box or in the product manual. If you have received a damaged part, contact the manufacturer's Consumer Hotline for assistance.

Actual shipping and handling charges are not refundable (actual shipping costs usually exceed the amount that we charge you to ship your order), therefore, we recommend replacement parts for damaged items whenever possible. This is especially true of furniture where the shipping costs can be hundreds of dollars. Replacement parts will be sent at no charge to you. If the manufacturer determines at their sole discretion that replacement parts will not resolve the trouble, replacement merchandise will be sent at no charge to you.

For all damaged merchandise reports, be sure to include your
order number, name, address, and phone number in your email.
We'll acknowledge your email within 1 business day and let you know how we will make things right. If you do not receive an acknowledgment within 1 business day, we have not received your email.


Defective Merchandise

Most of our manufacturers have Consumer Hotlines dedicated to assisting you with any difficulties you may experience. You'll usually find the number on the box or in the product manual. If you have received an item that is defective or missing parts, contact the manufacturer's Consumer Hotline for assistance.

If your merchandise is found to be defective within 30 days of delivery, and the manufacturer advises you to return the product to us, notify us by email immediately. Please provide as much specific information as possible about the defect. Include the time and date of your contact with the Consumer Hotline, the full name and extension number of the representative that helped you, and what action they advised you to take.

Helpful tips:

If you purchased a Winterseat heated car seat cushion and the cushion has suddenly stopped working, please see the advertisement for it on our website. It explains the automatic cut-off mechanisms that shut the heat off and how to restart it.

If you purchased a heated blanket or mattress pad that does not work properly, contact the manufacturer for new controls. For Sunbeam items, call 1-800-892-7684. For Perfect Fit items, call 1-800-438-1516.

If you purchased a Saeco espresso machine that does not work properly, contact Saeco at 1-800-933-7876. Most matters can be fixed by phone but if they can not and your machine is under warranty and was purchased at Comfort House, Saeco will pick it up and repair it. The merchandise should not be returned to Comfort House.

If you purchased an Espressione espresso machine that does not work properly, contact the Espressione service center at 1-973-623-9370. The merchandise should not be returned to Comfort House.

If you purchased a Dualit item that does not work properly, contact one of the Dualit factory service centers shown on the warranty card. The merchandise should not be returned to Comfort House.

KitchenAid appliances have a one-year total replacement warranty. Contact KitchenAid at 1-800-541-6390. KitchenAid will pick up and replace your merchandise. The merchandise should not be returned to Comfort House.

Comfort House can not help with defects after the first 30 days.

Actual shipping and handling charges are not refundable (actual shipping costs usually exceed the amount that we charge you to ship your order), therefore, we recommend replacement parts for defective items whenever possible. This is especially true of furniture where the shipping costs can be hundreds of dollars. Replacement parts will be sent at no charge to you. If the manufacturer determines at their sole discretion that replacement parts will not resolve the trouble, replacement merchandise will be sent at no charge to you.

For all defective merchandise reports be sure to include your
order number, name, address, and phone number in your email.
We'll acknowledge your email within 1 business day and let you know how we will make things right. If you do not receive an acknowledgment within 1 business day, we have not received your email.


Lost order

If you have not received your order and it is beyond our normal delivery time, or you have reason to believe that your order is lost, please notify us by email.

Tips:

  • Does your parcel carrier sometimes leave packages with neighbors or at a certain spot around your home like the porch or yard?
  • If delivering to a business, have you checked with the mailroom?
  • For apartments, is the package in the managerís office or with the doorman?
For all lost order reports be sure to include your
order number, name, address, and phone number in your email.
We'll acknowledge your email within 1 business day and let you know how we will make things right. If you do not receive an acknowledgment within 1 business day, we have not received your email.


Missing item

If you have received your order and an item is missing, please notify us by email immediately.

Tips:

  • If the goods shipped from our warehouse, the packing slip indicates if an item is on backorder. You may also check our website for availability.
  • If the goods shipped directly from a single vendor, the packing slip may indicate if an item is on backorder. You may also check our website for availability.
  • If the goods shipped from our warehouse, items may have shipped in multiple boxes. You should expect to receive the balance of your order in the delivery time indicated on our website.
  • If the goods shipped directly from multiple vendors, separate shipments will be involved. You should expect to receive the balance of your order in the delivery time indicated on our website.
  • If goods were shipped both from our warehouse and directly from a vendor, separate shipments will be involved. You should expect to receive the balance of your order in the delivery time indicated on our website.
For all missing item reports be sure to include your order number, name, address, and phone number in your email. We'll acknowledge your email within 1 business day and let you know how we will make things right. If you do not receive an acknowledgment within 1 business day, we have not received your email.


Wrong item

If you have received your order and an item is wrong, please notify us by email immediately. Advise us exactly what the wrong item is by model number, size, and color. Place the wrong item back into the carton so it is the same as when you received it and await our instructions.

For all wrong item reports be sure to include your
order number, name, address, and phone number in your email.
We'll acknowledge your email within 1 business day and let you know how we will make things right. If you do not receive an acknowledgment within 1 business day, we have not received your email.



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