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FAQ

FAQs for Harabu House Products
When will my order ship?
What is your standard shipping policy?
Do you offer expedited shipping options?
Do you ship internationally?
What if I entered an incorrect shipping address?
What methods of payments do you accept?
I am having trouble placing my order over the internet. May I place my order over the phone?
How can I reach you if I need immediate attention?
Do you have a brick-and-mortar location?
What is your return policy?
What do I do if an item has been damaged or lost? 
Do you have a gift registry?
Can I cancel or change my order once it’s been placed? 

When will my order ship?

All orders will be processed within three (3) business days, although on most occasions, packages are shipped out within 1 to 2 business days. Please take this processing time into account, especially when “rush”delivery services are required. We ship our standard delivery orders using carriers such as USPS (Priority Mail) and FedEx (Ground), which can normally take one to five business days to reach their destination within the continental United States. Delivery date estimates are good faith estimates, thus www.harabuhouse.com cannot be held responsible for delays in the shipment of your order, caused by inclement weather or carrier errors. Please note that we do not ship on weekends or public holidays.

What is your standard shipping policy?
For all domestic orders within the continental United States, we offer a FLAT RATE of US$7.99 for orders up to US$74.99, and FREE SHIPPING on orders above US$75.00. Free shipping is calculated based on order totals after any promotions or discounts. Our processing time is three (3) business days, although on most occasions, packages are shipped out within 1 to 2 business days.

For destinations that include Hawaii, Alaska, and Puerto Rico, our packages are mailed out using USPS and carry a surcharge of US$7.00 over and above the flat rate of US$7.99.

Do you offer expedited shipping options?
We offer FedEx Standard Overnight, FedEx 2 Day and FedEx Express Saver (3 Day) delivery options for orders within the continental United States. Although all standard orders are processed within three (3) business days, "rush" orders received by 12pm EST Monday through Friday will be shipped the following business day.  For "rush" orders received after 12pm EST, we will make every attempt to ship these out within 24 to 36 hours of receiving the order (Monday through Friday). If an order is received over the weekend, the "rush" order will be shipped out on the next business day. Please note that we do not ship on weekends or public holidays. Also keep in mind that FedEx (Standard Overnight, 2 Day and Express Saver) does not deliver on weekends.To calculate "rush" delivery charges, please put in your delivery zip code on the shopping cart checkout page and click on "update cart" for the website to calculate your rate.

Do you ship internationally?
Yes! For all international destinations, including Canada, we offer USPS Priority International delivery. Please note that any duty or customs imposed on international shipments are the sole responsibility of the recipient. In addition, the customer is responsible for knowing the laws of the destination country. Any packages that are rejected by customs will be abandoned and no credit can be issued.To calculate delivery charges, please put in your Country on the shopping cart checkout page and click on "update cart" for the website to calculate your rate.

What if I entered an incorrect shipping address?
There is a US$10.00 charge for address changes on packages that need to be re-routed during delivery or returned to us as undeliverable due to an incorrect address. Please be sure that you enter the correct shipping address during checkout.

What methods of payments do you accept?
We accept Visa, MasterCard, Discover, American Express and PayPal through our secure online store.

I am having trouble placing my order over the Internet. May I place my order over the phone?
Try emptying the cache and deleting cookies from your browser. If you're still having trouble, please feel free to give us a call at 732-820-0767. We'd be glad to take your order over the phone. Please note that our business hours are Monday through Friday from 9AM to 5PM EST. We are often in the stockroom, so you may reach our voicemail during those hours. Please leave a message and we will return your call within the hour.

How can I reach you if I need immediate attention?
You may either click on the “Feedback” button on our website to access our online form, or you may send us an email directly to hello@harabuhouse.com. Alternatively, you may call us at 732-820-0767. Please note that our business hours are Monday through Friday from 9AM to 5PM EST. We are often in the stockroom, so you may reach our voicemail during those hours. Please leave a message and we will return your call within the hour.

Do you have a brick-and-mortar location?
No. At this time, Harabu House is exclusively an online boutique. Please note that the address listed on our site is only our mailing address.

What is your return policy?
We want you to be happy with your Harabu House purchase, so if for any reason you are not pleased with your purchase, we'll be happy to refund or exchange any authorized return. Items must be unused and unassembled, in their original condition, and in their original packaging, complete with all tags, instructions, and insert. The returned items must be in the same new condition as when sent. In other words, they must be in saleable condition. Any item that cannot be resealed or repackaged in its original form, cannot be returned. Please contact us within seven days of receiving the item, to tell us the item[s] you would like to return and the reason (returns@harabuhouse.com). We will provide you with return instructions. Returns must be authorized in advance by phone or email. All returned items must be delivered within fourteen days of receipt.

Do note that natural variations including the color and grain variations on wood products, slight fraying on handmade products (such as our woven totes and bags) are not considered defects.

Please understand that there are some items we are unable to take back. All sales are final on the following items: custom orders, our Pasar finds, and sale items. Your return must be accompanied by a copy of your receipt. We recommend sending returns by FedEx, UPS or registered mail with signature confirmation, as we cannot be held responsible for packages lost in transit. Please insure return packages for their full value and retain tracking information. Harabu House cannot assume responsibility for return packages not received.

If you received an item as a gift, and would like to return your item as an exchange or store credit, we will need the Purchaser's name and Order Number, so that we can verify that the item was indeed purchased from our store. Although many of our products are unique, there are sellers that also carry our products.  As a result, no exchanges or store credit can be given if your item was purchased as a gift, unless the Purchaser's name and Order Number can be provided.  

What do I do if an item has been damaged or lost? 
In the unlikely event that you receive the wrong item, or if it is defective or damaged, please notify us within 24 hours of receiving your package. We will gladly take prompt corrective action and arrange to have the item replaced. If you have received an item that has been damaged during shipment, please contact us at returns@harabuhouse.com immediately. Please do not send back these items prior to contacting harabuhouse.com. Photos are often required and always suggested so that a claim may be made with the shipping company. Replacement parts are shipped immediately upon receipt of a damage claim. Please ensure that you inspect all packages for damage before accepting the package. If damage is visible, reject the shipment, be sure the driver notes the damage and contact returns@harabuhouse.com as soon as possible. We will file a damage claim with the shipper, pick up the damaged item or ship a replacement or replacement parts as soon as possible. If you have received a damaged product that can be remedied with replacement parts and choose to return an item rather than accept replacement parts, you will be refunded the amount of your order less all return shipping charges. 

All warranties for our items are through the purchaser. If you purchased an item through us and would like to exchange it or return it due to the item being defective or damanged upon arrival, please notify us within 24 hours of receiving your package. If you received such an item as a gift, please note that we must have the Purchaser's name and Order number in order to look into the matter further, so that we can verify that the item was indeed purchased from our store. Although many of our products are unique, there are sellers that also carry our products. As a result, no exchanges or store credit can be given if your item was purchased as a gift, unless the Purchaser's name and Order Number can be provided.  

Can I cancel or change my order once it’s been placed? 

If you would like to cancel or change your order, please email or call us as soon as possible: hello@harabuhouse.com or 732-820-0767. If your order has not yet shipped we will be happy to make any changes or cancel your order. In the event your order has already shipped, we gladly accept returns within 14 days. (See our return policies above). Once your order has been canceled we will send you a confirmation email.

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