FAQ

When will my credit card be charged?

Your card will be charged in full when you place your order.

Do you offer financing options?

We partner with Affirm to offer financing plans that allow qualified customers in the United States to pay for their purchases in fixed monthly installments over 12, 24, or 36 months. For example, you could pay $560.42 per month based on a purchase of $6,725 at 0% APR for 12 months.

If Affirm approves of your loan, they will send you a confirmation email and text.

If you return an item that you’re paying for through Affirm, Affirm will credit payments up to the original refund amount back to your original payment method within three to 10 business days of us approving the refund. Refunds do not include interest paid on your Affirm loan. Please note that the Maiden Home return policy applies to all orders paid for through Affirm.

If you have any questions, contact Affirm here.

What forms of payment do you accept?

Visa, MasterCard, American Express, Discover, ShopPay, PayPal, Google Pay, Venmo, and ACH transfers. Your payment method will be charged at the time of purchase.

Where do you ship?

Domestic Shipping: We ship to the lower 48 states, excluding Alaska and Hawaii.
International Shipping: We ship to Ontario, Quebec, British Columbia, and Alberta.

What is the cost of domestic shipping?

White Glove Delivery
Most orders ship with our white glove delivery service. We charge a flat fee per order regardless of your total spend, the weight of your order, or the number of items you ordered. The white glove delivery fee is determined by your proximity to our shipping hubs.

Carrier Shipping
Select small orders are eligible for carrier shipping. The carrier shipping fee is based on the value of your order.

If your order contains items that are eligible for white glove delivery and items that are eligible for carrier delivery, your entire order will ship with white glove delivery, and you will only be charged the white glove delivery fee.

What is the cost of international shipping?

We charge a flat fee per order regardless of your total spend, the weight of your order, or the number of items you ordered. The white glove delivery fee is determined by your location.

The international shipping fees below include duties and taxes. Note that you may incur an exchange fee from your bank as we can only process payment in USD at this time.

White Glove Delivery to Canada
We charge a flat fee per order. The white glove delivery fee is determined by your location.

Swatch delivery to Canada is complimentary.

Do you deliver to freight forwarders or receivers?

We deliver to freight forwarders and receivers in the contiguous United States as well as select addresses in Canada. When pieces are delivered outside of our coverage area, they are deemed final sale, the warranty is voided, and we do not arrange for them to be repaired or receive replacement components. We do not assume responsibility for fees associated with freight forwarding, subsequent deliveries, or receiver storage fees.

It is your responsibility to ensure your order is inspected and to ensure that any damages are noted on the Proof of Delivery form and reported to support@maidenhome.com with photos within 24 hours of delivery. Any issues must be resolved by Maiden Home before the order leaves the receiver or freight forwarder.

Do you offer expedited shipping?

To inquire about expedited shipping availability and costs, or to request an estimated delivery timeline, contact design@maidenhome.com. 

What does "ready for delivery" mean?

“Ready for delivery” indicates when you will receive a phone call to schedule your white glove delivery or when you will receive an email containing UPS tracking information.

How can I guarantee delivery by a specific date?

We do not guarantee deliveries by specific dates or holidays. If you are working on a specific timeline, contact design@maidenhome.com before placing your order to determine whether our estimated delivery dates fall within your timeline.

Can I delay my delivery?

We offer complimentary storage for up to 60 days. Contact support@maidenhome.com to inquire.

Will my pieces be delivered together?

If your order contains multiple pieces, they will all be delivered together according to the timeline of the piece with the longest lead time. If you placed several orders and would like them all delivered at once, contact support@maidenhome.com.

Is there anything I need to do to prepare for delivery?

During the estimated window for scheduling your delivery that we sent you via email, our delivery partners will contact you via phone or email to schedule your delivery. Please inform our delivery partners of how to access your residence, notify them of any requirements for delivery such as COIs and delivery hours, and confirm whether there are stairs leading up to the destination. 

If your piece needs to be carried up two to four flights of stairs, notify support@maidenhome.com three business days before your scheduled delivery to avoid delays. Please note that our white glove delivery partners cannot carry orders up more than four flights of stairs. If your delivery does not fit into the elevator of your building and needs to be carried up more than four flights of stairs, you will need to arrange for a moving company to bring your piece(s) to the delivery destination at your own expense.

Ensure your space and all pathways leading up to it are clear for delivery, as our partners cannot move or remove existing pieces.

An adult (18+) must be present to sign for delivery and inspect your piece(s) upon delivery.

What should I do if I miss my delivery appointment or need to reschedule it?

If you miss your delivery appointment or need to reschedule it, contact support@maidenhome.com as soon as possible. A $250 redelivery fee applies if you miss your appointment or reschedule it within three days of the original scheduled appointment.

How can I determine whether a piece will fit in my home?

To ensure a smooth delivery, reference our Guide to Measuring for Delivery before purchasing and contact design@maidenhome.com for assistance if desired.

What should I do if my order does not fit into my home?

If your order does not fit into your home, call Maiden Home Customer Care at (888) 513-5754 or email support@maidenhome.com.

What should I do if my order arrives damaged?

White Glove Deliveries:
In the unlikely event that your order is damaged, note the damages on the Proof of Delivery form and send photos to support@maidenhome.com within 24 hours of delivery. We do not assume responsibility for damages that are not noted on the Proof of Delivery form and submitted to our team within 24 hours of delivery. 

In the unlikely event that a part of your home is damaged during delivery, the damage must be noted on the Proof of Delivery form and reported to support@maidenhome.com within 24 hours of delivery as well.

Please do not refuse delivery if your piece is damaged. Refusing your delivery will delay our ability to resolve the issue.

Carrier Deliveries:
To report damages or issues that occurred during transit via carrier, email support@maidenhome.com with photos of the damages and the packaging within 24 hours of delivery.

Freight Forwarder & Receiver Deliveries:
Damages to orders delivered to receivers or freight forwarders must be reported to support@maidenhome.com with photos and detailed descriptions within 24 hours of delivery, and they must be resolved before the order leaves the receiver or freight forwarder.

What is your return and exchange policy?

We accept returns and exchanges of most pieces within 30 days of delivery. Should you wish to return or exchange your order, contact support@maidenhome.com. You will be refunded your entire purchase price minus 25% and shipping, and you will be required to pay taxes and shipping fees for your new piece. A piece can only be exchanged or returned once, so your new piece will be final sale if you choose to exchange. 

The following items are final sale and cannot be returned or exchanged:

• Pieces that could not be delivered due to sizing or fit issues
• Pieces that have been altered or customized in any way after delivery
• Orders with bespoke customizations such as custom dimensions, configurations, or COM/COL
• Replacement parts, accessories, and additional parts such as slipcovers, cushions, and covers
• Shipping fees

We stand by the quality of our furniture and offer an industry-leading warranty policy.

Can I change or cancel my order?

You may change or cancel your order free of charge within one business day of placing it. Changes and cancellations made after one business day incur a charge of 10% of the purchase price. Orders cannot be changed or cancelled if the piece(s) have already been made or shipped.

How can I apply for the trade program?

Fill out the trade application here to apply. Please allow two business days for application review.

Who qualifies for the trade program?

The Maiden Home trade program is open to residential interior designers, architects, developers, licensed general contractors, professional home stagers, and contract and hospitality design professionals.

Applicants must be able to provide a current business or state professional license in residential, commercial, or hospitality design, proof of current AI or IDI provincial registration, proof of current ASID membership, an interior design certification such as NCIDQ or CCIDC, or a resale certificate.

How can I sign in to my trade account?

We do not use a trade portal. Instead, enter the email address associated with your trade account at checkout along with the unique discount code we sent you upon accepting your application.

Orders that ship via carrier will arrive according to carrier policies—this includes including orders containing fabric by the yard.

How can I place an order with my trade account? Can my client place an order with my account?

Trade orders can be placed by you or your client through our website using a credit card, the email address associated with your account, and your unique member code at checkout to enjoy exclusive pricing. You can find your unique member code in the email we sent you upon accepting your trade or contract application.

Contact trade@maidenhome.com for assistance placing custom orders with your trade account.

How can I add tax exemption to my account?

If you are eligible for tax exemption, please send your resale certificate to trade@maidenhome.com before placing your order.

I have questions about an existing trade order. Who should I contact?

Email support@maidenhome.com for assistance with existing orders.

How can I request a COM/COL quote?

Submit your COM/COL quote request here. For all other custom quote requests, contact trade@maidenhome.com.

How can I place a COM/COL order? What are the requirements?

Contact trade@maidenhome.com to inquire about custom orders and request a COM/COL form, making note of the below.

Fabric Application:
Confirm if you would like your fabric railroaded or up-the-bolt. Railroaded applications run horizontally across the piece and eliminate seams, while up-the-bolt applications run vertically, may include visible seams, and require additional yardage.

COM/COL Per Piece:
We allow a maximum of two custom materials per piece.

Backing:
We do not add backings to fabrics. If your fabric requires a backing, please add the backing prior to shipping your fabric to us.

Where should I send my COM/COL and what will the lead time of my COM/COL piece be?

You will receive an email explaining where to send your COM/COL within 48 hours after placing your order. Production will not begin until we receive your COM/COL. When we receive it, you will receive an estimated lead time for your piece.

Do you offer contract-grade furniture and materials?

Many of our designs can be customized to suit commercial and hospitality settings. Contact contract@maidenhome.com to inquire and learn more about contract-grade customizations.

How can I check my gift card balance?

Please contact support@maidenhome.com to confirm your gift card balance.