Last updated December 19, 2025

At Hernest, the dimension and weight of your online purchase are factors that help determine the most efficient delivery method. When you check out your order, we will display the delviery services available for the product.

Delivery Policy Update

Based on valuable customer feedback, we have further evaluated and optimized the delivery policy (originally updated on October 30, 2025). The current shipping policy is as follows:

This update allows most customers to enjoy free delivery while maintaining the quality and sustainability of our premium services. For questions about existing orders or delivery options, please contact our customer service team. Thank you for your understanding and continued support.

Free Parcel Delivery

Our Free Standard Parcel Delivery offers a convenient, contact-free solution for receiving your furniture. All items will arrive in their original manufacturer packaging, delivered directly to the exterior front door of your residence by our designated carrier partners.  

This service includes:

• Contact-Free Delivery: No signature is required for package acceptance.

• Delivery to the main exterior front door of your home or building.

• For residential addresses, no signature is required for package acceptance. For commercial addresses, a signature is required upon delivery for security and accountability.

Important Service Details:

• No appointment is scheduled for this service. Delivery will occur within the carrier’s standard operating timeframe. You will receive tracking information to monitor shipment progress.

• This service does not include unpacking, in-room placement, assembly, or removal of packaging materials.

For scheduled delivery with in-room placement or full assembly, please refer to our Free Threshold Delivery, Room of Choice or White Glove Delivery services.

Free Threshold Delivery

Our Free Threshold Delivery Service ensures a secure and reliable handoff of your furniture directly to your home's point of entry. This service is designed for customers who prefer a standard delivery option while maintaining the high-quality service standard of our brand. 

This service includes:

• A pre-arranged delivery window will be confirmed with you in advance for your convenience.

• Curbside delivery and placement of your item(s) in the closest dry area of your residence (e.g., garage, front porch, or main lobby).

• For apartment buildings, delivery will be completed to the building's main lobby or the entrance of your unit.

• A visual inspection of the item's packaging at the time of delivery to confirm there is no visible external damage. 

Important Service Details:

• An adult aged 18 or older must be present to accept, inspect the packaging, and sign for the delivery.

• This service does not include unpacking, in-room placement, assembly, or removal of packaging materials.

For more comprehensive in-room placement or assembly services, we invite you to explore our Room of Choice or White Glove Delivery options.

Room of Choice

For a fully elevated delivery experience, our optional Room of Choice service ensures your furniture is placed exactly where you need it. Upon arrival, our trained delivery team will carefully transport your item(s) to a single room of your choice within the residence, provided clear access is available. 

This service includes:

• A pre-arranged delivery window will be confirmed with you in advance for your convenience.

• Delivery to the room you specify on the day of service.

• Placement of the item in its intended location within that room.

• A final courtesy inspection with you to confirm satisfaction with the delivery process.

Important Service Details:

• Please ensure clear pathways and intended placement areas are accessible prior to our team's arrival. For safety and feasibility, our team will assess any potential challenges, such as stairs or tight corners, upon arrival.

• An adult aged 18 or older must be present for the duration of the delivery to authorize room placement and provide a final signature.

• This service does not include assembly or removal of packaging materials.

For full services, we invite you to explore our White Glove Delivery option.

White Glove Delivery

Our White Glove Delivery Service represents the highest standard of care, ensuring a seamless and premium experience from our warehouse to your final placement. This comprehensive service includes all the benefits of our Room of Choice delivery, with significant additional support to complete the installation of your furniture. 

This service includes:

• A pre-arranged delivery window will be confirmed with you in advance for your convenience.

• Delivery to the room of your choice within the residence and placement of the item in its intended location within that room

• Professional unpacking and careful removal of all packaging materials from your home.

• Expert assembly and setup of your furniture according to manufacturer specifications.

• A thorough final inspection with you to ensure complete satisfaction and proper function.

Important Service Details:

• Our experienced team will handle the entire process with meticulous attention to detail.

• Please ensure clear pathways and intended placement areas are accessible prior to our team's arrival. For safety and feasibility, our team will assess any potential challenges, such as stairs or tight corners, upon arrival.

• An adult aged 18 or older must be present for the duration of the service to approve placement, assembly, and provide a final signature confirming completion.

For your safety and to ensure the best possible service, note that single package over 400 lbs will typically be scheduled for White Glove delivery. The White Glove Delivery may not be available for all items or purchases

Flat Rate Delivery Fee

Items requiring different delivery services will incur a separate fee for each service used. You will not be double-charged for the same service.

Note that if your order contains multiple items, they may be delivered in separate packages at different times.

Should you need to request a return after the delivery and assembly service has been completed, please note that the original packaging must be intact and provided for the return. Additionally, the flat rate Room of Choice or White Glove Delivery service fee becomes non-refundable once the order has been shipped, except in the case of defective merchandise.

COI

COI is a common insurance requirement for delivery or moving in American apartments. Especially when you need to enter the building or use the elevator, whether COI is required depends on the specific regulations of the apartment. It is recommended that you:

Contact the property management to confirm whether COI is required and the specific requirements.

Provide the COI document of the apartment. We will communicate with the carrier and provide the corresponding COI as soon as possible, which usually takes 3 working days

*Some carriers may charge for providing a COI. These fees vary based on the carrier's quotation and are the responsibility of the customer.

Delayed Shipment

To request a delay in the shipment of your order, you must formally contact Hernest Customer Service at service@hernest.com or 877-308-0527 prior to your order entering the fulfillment process. While we will make reasonable efforts to accommodate such requests, any request is subject to approval and not guaranteed.

If your order has not yet shipped, we can hold it free of charge for 60 days. After this 60-day free storage period, a storage fee of 5% of the product value will be charged monthly.

If your order has already shipped and a delivery attempt is unsuccessful due to customer unavailability, an incorrect address provided by the customer, or a failure to retrieve the package from a carrier facility within the allotted time frame, the resulting packages may be returned to a local depot incurring storage fees. We provide a 14-day free storage period. If you need to retain the shipment beyond the initial 14 days, we can extend the storage for up to an additional 14 days for a fee. This additional 14-day storage fee will be 10% of the order/product shipment value that is on hold.

If we are unable to contact you for an extended period, we will process a return and refund, deducting 20% of the product value.

All additional fees assessed by the shipping carrier or by Hernest for storage, redelivery, or address correction will be the sole financial responsibility of the customer. These fees will be calculated based on the actual charges incurred by Hernest or as specified in the policy above. Please note that all applicable fees are subject to tax.

Redelivery Fee

Any last-minute changes to a scheduled delivery date must be requested at least 3 business days prior to the confirmed delivery date. Any last-minute requests made after this timeframe will be subject to a $100 redelivery fee, plus any applicable taxes.

Warehouse Operating Hours

Mon. to Fri.: 8 AM to 4 PM

Sat.: 8 AM to 12 PM

Since we are closed on Sundays, any orders placed on that day (if the products are in stock) will be shipped out gradually starting on the next business day, Monday. Thank you.

Shipping Limitations    

We reserve the right to decline delivery to specific locations for items that we consider to be at high risk of loss or damage, as well as locations that are inaccessible for our home delivery services. Please note that we are unable to deliver to PO boxes or Parcel Lockers as they are typically not suitable for accepting most of the items we sell. Thank you for your understanding.

Delivery to States（A-Z):

Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Lousiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North, Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming.

States outside of the shipping range include: Alaska, Hawaii, the Virgin Islands, and Puerto Rico.