Frequently Asked Questions

Phone Support

Support Phone

TOLL FREE 866.236.4255

Check our most frequently asked questions below. If you still need help you can ask our Helper Bot, and during business hours start a live chat with one of our Customer Support Team Members.

Contact Us

We're open from 7 am - 4 pm (Arizona time) Monday through Thursday and 7 am -3 pm (Arizona time) on Friday. If you reach us outside of business hours, our team will get back to you as soon as possible when we get back to the office.

We are also closed on all nationally observed holidays.

Please rest assured that your satisfaction with your order is a priority to our team. We'll take care to answer any questions you may have to the best of our abilities.


 

The best place to send your questions is to email help@househomeandmore.com. If you'd prefer to speak by phone, we're happy to help! And we can be reached at 866.236.4255.

Please keep in mind when you're trying to reach us, our office is open from 7 am - 4 pm (Arizona time) Monday through Thursday and 7 am -3 pm (Arizona time) on Friday. If you reach us outside of business hours, our team will get back to you as soon as possible when we get back to the office.

We are also closed on all nationally observed holidays. Please rest assured that your satisfaction with your order is a priority to our team. We'll take care to answer any questions you may have to the best of our abilities. 

Discounts

If this is your first order with us, we're happy to offer you a 10% discount when you sign up for our email newsletter!

Please keep in mind, this discount code is delivered only to people who are making a first-time purchase.

Sign up and claim your first order discount.  

When we have a sale or special promotion, we always send announcements for that to our email subscribers. Most of the emails you get will be articles with the occasional product recommendation.

If you signed up to receive a discount, please check your email! There will be a discount code waiting for you in a message from DeeDee at House Home & More.

First, have you checked your email to get your discount code?

Unfortunately, we're unable to automatically apply discounts to your cart. You'll need to manually enter your discount code on the checkout page. Look for a field on the right side of the page that says "Gift card or discount code."

Order Questions

To best serve our customers, orders are typically shipped out within 24 business hours. This gives us a very small window to change or cancel orders. Once the shipping label is created and an order leaves our warehouse, we're unable to make any changes or cancel it.

If you need to make changes to your order (e.g. size, color or quantity), please contact us as quickly as possible. If your order hasn’t left the warehouse, we’ll be able to cancel it and place a new one with your specified changes.

If you need to cancel you order, please also contact us as soon as possible. Once your order has shipped, we will not have the option to cancel it, and will have to process a return. For more details, you're welcome to review our [full return policy here.] (link to: return policy) 

House Home & More is proud to be part of a family-owned and operated company located in Chandler, Arizona. Orders shipping within Arizona will be charged sales tax.

If your shipping address is located outside of Arizona, your order will not be charged any sales tax. 

Depending on the size of your order there are a couple of options you can start with...

Your items may have been packaged and/or rolled together. If you haven't already, please take the time to lay out any rolled items to determine if the multiple items are indeed rolled into one.  

Another option could be that your items may have shipped in multiple boxes. Typically packages arrive within 1-2 days of each other.

Please be patient for the rest of your order to arrive, as it is likely just behind the first package you received. You can always track your full order by using the shipping confirmation emails that we send out as soon as your order is fully processed.  

If you're still having trouble receiving or finding your order, please email us at help@househomeandmore.com. We can also be reached at 866.236.4255.


You can find more information about our operating hours on this FAQ page, here under the Contact Us section.

To view all the delivery dates for multiple items, you can track your order as usual on FedEx’s website.

After the FedEx site pulls up your order tracking, click "see full details". Then scroll down and you will see information about any remaining packages that are scheduled to be delivered on a later date.

Go to FedEx.com for order tracking

Product Questions

Unfortunately, we do not take any custom orders. However, our sister company, Rugstreet, does!

Please keep in mind, Rugstreet is intended for large orders, and they have a minimum cost of $500 per item.

We invite you to email info@rugstreet.com with any inquiries you may have, and they'll be happy to help you. You're also welcome to visit their website www.rugstreet.com and explore the options available for your custom order.

If you prefer to call, you can reach their customer service line at 480.635.8643. The Rugstreet team is available Monday-Thursday from 7 am to 4 pm, and from 7 am to 3 pm on Fridays, Arizona time.

Any questions received over the weekend will be responded to as soon as possible when their office opens on Monday mornings.

Our Attachable Stair Treads product attaches to your stairs with adhesive on hook & loop strips.

The adhesive may react differently with various types of woods, finishes, etc.  We cannot guarantee how it would affect your particular steps.

If you need to remove the Attachable Stair Treads for any reason, we suggest removing them slowly and carefully. When removed, the strips may leave a sticky residue.

One method for removing this residue is using an adhesive remover or coconut oil which can be found at your local hardware store and supermarket.

We suggest trying it on a small hidden section of the stairs before using this product on visible areas. 

House Home & More cannot guarantee the use of any products and/or their effects they will have on your steps. 

We understand the importance of your items looking just the way you expect them to, and we apologize if you feel your new item isn't as depicted in its image. Investing in home decor is an exciting time, but it can also be frustrating when the items don't meet your expectations.

We strive to accurately represent our products, but every customer's monitor and monitor settings (brightness, contrast, etc.) are different, and images may appear different from one monitor to the next. Tablet and phone screens can also alter a product's image appearance. 

If you're interested in making a purchase to punch-up your home decor, we highly recommend ordering sample swatches before making your final decision. Our sample swatches are made from the same materials as their larger counterparts, so you'll know exactly what you're buying before you buy it. You could also read this article for more information on swatches and how to use them.

Your satisfaction is our first priority. If you're unhappy with your purchase, we offer exchange and refund options within 30 days of the receipt of your item(s). You're welcome to review our [full return policy here.] (link to: return policy) 

Please don't put your rug or runner in the washing machine. And please don't put it in the dryer either!

The non-skid rubber backing on your indoor House Home & More items is strong and durable, but it's not indestructible. 

It's easy to take care of your rugs without damaging them, by using our recommended methods of cleaning. You can find those described in full detail by product type in this blog article

If the size/item you're looking for is out of stock, you'll see a blue button that says "Notify When Available." Please click that button and enter your email so we can send you an alert when the product is back in stock!


P.S. If there's a "sold" watermark on the product photo, that product is completely out of stock. If you're unable to add your selected size to your cart, then that specific size is out of stock.

Returns and Exchanges

We will be happy to email you a FedEx prepaid return shipping label for orders shipped within the 48 contiguous United States. Simply click the contact us link at the bottom of the page and let us know you need to return your order. Please include your order number located in the upper right corner of your packing slip. Then purchase the new item that you want, as you normally would, whenever it is convenient for you.

Our standard exchange policy is:

To make an exchange, simply purchase the new item that you want, as you normally would, whenever it is convenient for you. To return your current order for a refund simply ship your order back to:

Attn: Returns

House Home & More

3191 N. Washington St., Suite #5

Chandler, AZ 85225

Items must be returned in their original package within 30 days of purchase in the same condition as they were shipped.  When returning an order, please include a copy of your packing slip.

Once we receive the returned merchandise, we will issue your refund within 2 business-days.  Refunds will be made via the original form of payment for the price of the item(s) and any applicable taxes.  Please note that it may take up to 10 business-days for your financial institution to credit the refund to your account.

Although we provide free ground shipping with all orders shipped within the 48 contiguous United States, we are unable to refund any optional shipping charges, including expedited services and shipments outside of our free ground shipping zone, unless the return is a result of our error.

If you experience any sort of manufacturing defect, please contact us so that we can provide you with a pre-paid FedEx label. 

If you are not completely satisfied with your purchase, you may send the item back within 30 days of receipt for a full refund.  

We will be happy to email you a FedEx prepaid return shipping label for orders shipped within the 48 contiguous United States. Simply email help@househomeandmore.com and let us know you need to return your order. Please include your order number located in the upper right corner of your packing slip.

Our return policy is:

Items must be returned within 30 days of receipt in their original package in the same condition as they were shipped.  When returning an order, please include a copy of your packing slip.  

All returns should be sent to:

Attn: Returns

House Home & More

3191 N. Washington St., Suite #5

Chandler, AZ 85225

Once we receive the returned merchandise, we will issue your refund within 2 business-days.  Refunds will be made via the original form of payment for the price of the item(s) and any applicable taxes.  Please note that it may take up to 10 business-days for your financial institution to credit the refund to your account.

Although we provide free ground shipping with all orders shipping within the 48 contiguous United States, we are unable to refund any optional shipping charges, including expedited services and shipments outside of our free ground shipping zone, unless the return is a result of our error.

If you experience any sort of manufacturing defect, please contact us so that we can provide you with a pre-paid FedEx label. 

Shipping

All of our products are shipped directly from our factory in Chandler, Arizona!

We do offer expedited shipping services via FedEx.  Expedited shipping options and costs will be available upon checkout.  

All charges for expedited shipments are the responsibility of the customer.

Absolutely!  We provide FREE FedEx ground shipping with all orders shipped within the 48 contiguous United States.

However, for orders being shipped outside the 48 contiguous United States, shipping costs will be calculated upon checkout.

We ship via FedEx and unfortunately FedEx does not deliver to APO's or PO Boxes.
Please provide a physical shipping address with your order.

It depends where you live! You can check this handy list below to find the shipping time estimate for your state.

Arizona, Southern California, or Southern Nevada: about 1 day

Colorado, Northern California, Nevada, New Mexico, or Utah: about 2 days

Arkansas, Idaho, Louisiana, Mississippi, Missouri, Montana, Oklahoma, Oregon, Texas, Washington, or Wyoming: about 3 days

Iowa, Kansas, Minnesota, Nebraska, North Dakota, South Dakota, or Wisconsin: about 3-4 days

Alabama, Delaware, Florida, Georgia, Illinois, Indiana, Kentucky, Maryland, Michigan, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Virginia, or West Virginia: about 4 days  

Connecticut, Maine, Massachusetts, New Hampshire, New York, Rhode Island, or Vermont: about 5 days

Swatches

Yes, absolutely! We offer sample swatches of our indoor carpet, outdoor carpet and artificial turf products, and we are happy to send them out to you.

While the convenience of online shopping has proven itself a champion of the people, nothing beats the confidence of seeing a product before you buy it.

You can start your swatch sample order by browsing the selection on our swatch page , then place your order for sample swatches when ready!

For more information on the benefits of swatch samples and how to use them, take a look at this super helpful article 

Our sample swatches are 6.5”x5.5”. This size offers a wonderful depiction of the material's color(s), texture and backing. 

You can browse swatches here. 

We're pleased we're now able to give you complimentary fast shipping for your swatches via Priority Mail Express! Depending on when your swatch order is placed, we may be able to get it out the same day.

This means all you need to pay for is the cost of the swatches you add to your cart, and we'll take care of the shipping, quickly! Getting your swatches to you faster is one of the best ways we can make sure the rug you order comes in the color and pattern that works best for your home.

Swatches are $1.00 each, regardless of material! We're pleased to give you fast complimentary shipping via Priority Mail Express.

You can select as many swatches as you'd like from our swatches page and add them to your cart.