Frequently Asked Questions
We've included FAQs below to help with questions you might have, but if you don't see what you're looking for, please feel free to reach out to us - we are always happy to help!
Purchasing & Shipping Policies
What forms of payment do you accept?
We happily accept all major credit cards throughout the secure processing system via Shopify Payments. We also welcome purchases by PayPal Express Checkout.
AfterPay
To shop online with AfterPay, add items to your cart and select AfterPay at checkout.
First-time customers will need to create an AfterPay account (You’ll receive instant approval notification).
Returning customers will simply log in to make their purchases. It’s that easy!
PLEASE NOTE:
- All items in your shopping cart must be eligible for AfterPay.
- You must meet additional requirements to qualify.
- A minimum purchase amount may apply.
- AfterPay is not available on purchases of gift cards.
- If you are purchasing gift cards along with AfterPay eligible products, you will need to make two separate purchases.
How does the payment schedule work?
Your first payment is at the time of purchase.
Your three remaining payments are deducted every two weeks from your chosen method of payment.
If you choose to make additional payment before your scheduled pay dates, you may do so through your AfterPay account.
Your first payment is at the time of purchase.
Your three remaining payments are deducted every two weeks from your chosen method of payment.
If you choose to make additional payment before your scheduled pay dates, you may do so through your AfterPay account.
Do I need to pay sales tax on my purchase?
Sales tax will apply for orders shipped to Alabama, California, Colorado, Connecticut, Florida, Georgia, Hawaii, Illinois, Indiana, Iowa, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Nebraska, Nevada, New Jersey, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, Texas, Utah, Vermont, Virginia, Washington, Wisconsin, Wyoming, and Canada (importer of record).
PLEASE NOTE: Sales tax rates vary by state and are subject to change. Be sure to enter your shipping address at checkout to see the sales tax amount.
Can you tell me more about your FREE shipping policy?
Any order over USD $95 shipping to the contiguous United States ships free on a 5 - 7 business day tracked service. It’s that easy!
Orders under $95 will ship for a simple, flat fee of $14.99.
Where do you ship?
We are pleased to ship all Cove Home products to any street address in the contiguous United States, via UPS Ground from Los Angeles, California.
If you are interested in placing an order that will ship to Hawaii, Alaska, Puerto Rico, or a US Territory, please select your preferred shipping option during check out.
- Free ground shipping to Alaska and Hawaii is not available at this time.
- All orders to these states are final & international shipping rates may apply.
International Orders:
We are delighted to ship your Cove Home order anywhere in the world.
International shipping rates are USD $95, As a reminder, any import duties or customs requirements are the customer’s responsibility. All international orders are final.
Our preferred international freight carriers will usually deliver an order anywhere in the world in about a week.
If you have any questions, please send us a note at team@cove-home.co for assistance before placing your order.
When will I receive my order?
Unless stated otherwise on your selected item, Your order will be carefully packed and dispatched from our warehouse within 3 business days from order. Typically, Ground Shipping and transit time once dispatched is 3-5 business days - you will receive your tracking details as soon as it is on its way to you.
- Please note, fulfilment and shipping times may change during Holiday periods. We will provide regular updates during this time.
All of our pieces are handmade in small batches, so from time to time, certain items may be on their way from our artisans or temporarily out of stock.
If an item in your order is still being completed or en route to us, you’ll find its estimated ship date listed on the product page, just above the Add to Cart button.
As a small business that cares deeply about minimizing our carbon footprint, we often hold your order until it’s complete and ready to send — this helps reduce excess packaging and unnecessary courier trips.
Of course, if your order contains items coming from different locations, they may occasionally ship separately so we can get everything to you as efficiently as possible.
You won’t be charged any extra for shipping, but you may receive your parcels in more than one delivery over a few days.
Can my order be expedited?
Most items can be sent using our 2-Day Shipping service, available at checkout. Orders received before 10am are sent the same day.
Once your order is on its way, we’ll send you tracking details so you can follow its journey to your door.
Please note orders with 2 day-Shipping can not be fulfilled on weekends or US recognized holidays. They will be shipped the following business day.
What does it mean if an item is on pre-order?
If an item is marked as pre-order, it means we’re currently awaiting the arrival of our next small batch — and you’re welcome to reserve yours in advance! The expected shipping date will be clearly displayed on the product page, and your full order will be dispatched together once the pre-order item is ready.
We appreciate your patience and support — our small batches are lovingly made, and we promise it’ll be worth the wait.
Where is my package?
Sometimes tracking updates can be a little ahead of the actual delivery. We recommend checking with the carrier directly using your tracking number for the most accurate information. While we’re not able to contact the carrier on your behalf, we’re here to help if you need anything else from our side.
Orders may encounter delays while in transit with the carrier. We are not responsible for those delays and if you have questions please reach out to the carrier specified in your tracking email to see if your area has been impacted by local service disruptions.
What if my package arrives damaged?
We stand behind our products and guarantee the quality and unique aspects of each individual item we sell.
Each shipment is carefully packaged to ensure it arrives safely. If your item has arrived damaged or defective, please log your details through your personal portal here, and it will guide you through the next steps.
You will be shipped a replacement - or a refund will be issued to your account.
What if my package is lost in transit or is not delivered?
To start your claim, click HERE. You’ll need your order number and the zip code from your shipping address, which can be found in your order confirmation email.
We will investigate it further and reach out to you directly.
The piece I want is sold out. When will it be available?
Our products are handmade in small batches by our Cove Creators, not mass produced in factories. The availability of each piece varies on a number of factors:
The length of time of the handmade process
- The artisan’s availability
- The location of the artist
- The season - climate, holiday, and cultural considerations
We do our best to keep all of our products in stock, but sometimes things are more popular than we’ve anticipated.
If you’re looking for something specific that has gone out of stock, feel free to sent us an email at team@cove-home.co
We would love to notify you when it arrives or help you select an alternative we know you’ll love.
How will my Cove Home piece be packaged?
Your new Cove Home piece will be protected in an organic cotton dust bag, then securely wrapped and placed in packaging that is made of environmentally friendly materials, 100% Made in the USA!
Can I recycle Cove Home packaging?
We’re continuing to invest in our commitment to taking care of our people and our planet by taking a closer look at how we can become an even more sustainable brand.
Our shipping boxes and honeycomb are recyclable in the vast majority of residential curbside recycling bins.
- If your local recycling program does not accept this type of box or it is too large, you can find a drop-off location near you by following the link below.
Returns & Exchanges
How do I make a return?
If you’d like to make a return, simply visit you personal portal HERE.
You’ll need your order number and the zip code from your shipping address, which can be found in your order confirmation email.
Please note - To be eligible, items must be unused, in new condition and returned in their original packaging.
After you initiate your return, you will receive a prepaid shipping label. If you need more labels, send us a note at team@cove-home.co
If you opted for store credit, you will receive your product credit as soon as your return is in transit.
Refunds are processed once items have been accepted at our warehouse.
Please note - Items marked "Final Sale" cannot be returned
How do I exchange an item?
If you’d like to return or exchange an item, simply visit you personal portal HERE.
Please note: During our Black Friday Sale Event, items are final sale and can not be returned for refund, but can be exchanged for another item or store credit. Please refer to here.
You’ll need your order number and the zip code from your shipping address which can be found in you order confirmation email.
To make a direct exchange, select Shop Now, and you’ll be directed to our website to pick a new item.
PLEASE NOTE:
- Not all items are returnable or able to be exchanged.
Items marked “Final Sale” cannot be returned or exchanged.
- All exchanges mut be completed within 30 days of receiving your order.
- If you’re outside the contiguous United States, such as customers in Hawaii and Alaska, the cost of return and outbound shipping will be added to your total purchase.
- You’ll receive a new order confirmation email once the exchange is processed.
Can I exchange or return a Final Sale item?
From time to time, we offer select items or collections as final sale. These pieces are clearly marked and not eligible for return, exchange, or refund.
Can I cancel or change my order?
Once an order has been processed, we are unable to change or cancel your order. If you no longer need the purchased items, you can start a return once they are delivered.
Returns and exchanges are completely free for most items.
- Simply add your details to your personal portal here, and it will guide you through the process step by
step. - You’ll need your order number and the zip code from your shipping address which can be found in you order confirmation email.
- Once authorized, you can download your return label online or from the return confirmation you’ll receive.
If you would like a refund in the original form of payment, some fees may apply.
Gift Cards
How do I send a Gift Card?
The Cove Home e-Gift Card is delivered via email to the buyer immediately after purchase with instructions on how to redeem the gift amount at checkout.
The buyer is responsible for forwarding the email to the recipient or printing it out to give in person.
How do I redeem a Gift Card?
At checkout, click “Enter a Gift Card or discount code” into the empty field and select “Apply.”