F.A.Q.

DO YOU HAVE A SHOWROOM OR A PRINTED CATALOG?

We have a full-scale web-store at www.hilinehome.net with a secure shopping cart for your convenient and save shopping. It is open for you 24/7. Yes, we also do have a showroom. Please see our CONTACT US page to get address and directions. We realize certain items may need to be seen and tried in person, our showroom display is available for you to visit. When you are planning to come in to see a particular item or what we carry in general, please email info@hi-linefurniture.com or call us (718) 351-2889 in advance. We will be happy to accommodate your busy schedule. And don’t forget to bring your space measurements along. It will help with your layout and save you an extra trip.

HOW DO I KNOW THAT THE COLOR I SEE ON THE SCREEN IS ACCURATE?

Every computer monitor displays colors slightly differently. To ensure you’re seeing the color of our products as they truly are, take the Color Test. If the colors you see do not correspond with the name written try adjusting your monitor’s brightness and contrast.

The following questions are directly related to order placing and purchasing from our web-store www.hilinehome.net

WHERE DO YOU DELIVER?
We deliver furniture anywhere in the 48 contiguous states (USA).

DO YOU KEEP FURNITURE IN STOCK?

There are quite a few items that are always kept in stock; however most items are available with a lot of different options, such as finishing, covering, sizes, etc.

HOW LONG DOES IT TAKE TO GET A SPECIAL ORDER?
Estimated lead times are provided by each manufacturer, they are specified in the description of each collection. All special order items will take some time, but the reward is that you get a product made exactly to your design specifications. Most European-manufactured orders are quoted 12-14, some 14-16 weeks. Domestic and Canadian: 8-10 weeks.

HOW CAN I CHECK ON ORDER STATUS?

E-mail your Order Status request to us at info@hi-linefurniture.com. We will immediately contact the manufacturers to obtain up-to-date reports. You will get your status update within 24-48 hours.

WHAT ARE THE SHIPPING COSTS?
We offer FREE delivery on all furniture orders totaling $2,000 and more. Only furniture orders totaling less than $2,000 will be assessed a 5% freight surcharge fee.

HOW WILL I KNOW WHEN MY FURNITURE WILL BE DELIVERED?
Once we ship your order out, we will email you all the tracking information. For large shipments, the freight company will contact you up to a week in advance to schedule your delivery appointment and call you a day prior the delivery to confirm.

WHAT IS YOUR CANCELLATION POLICY?

As it states in our Terms Of Sale no order can be changed or canceled in whole or part once submitted. If after you submit your order you feel that you might have entered some information incorrectly or selected the wrong choices, you have 48 hours to make corrections to your order. Please make your choices carefully. Once your order is submitted and finalized the merchandize is yours. HI-LINE only retains security interest in all of the goods until the balances are paid in full. Once payment is made in full, a customer is the holder of the title of goods.

WHAT IF MY FURNITURE DOES NOT FIT?

We assume you have read the above question. Customer is responsible for ALL house measurements is the most important point in our Terms Of Sale. All sizes are listed for absolutely all the items. Always use a tape-measurer or lay appropriate size templates (newspaper) when selecting the right size furniture pieces for your project area. Also if you have any doubts whatsoever regarding any openings, stairs, turns, etc. e-mail us at info@hi-linefurniture.com to request "shipping measurements" for your selected items before you finalize your order. Soft goods (sofas, sectionals, chairs, etc.) usually ship without legs, with back cushions folded down and so forth. Case goods (tables, beds, wall units, etc.) usually ship KD (knocked down).

WHAT IF I RECEIVED MY FURNITURE AND I DON’T LIKE IT?
The nature of the furniture industry requires certain logistical processes that does not make returning furniture an easy task. Therefore we can not afford to absorb the related costs, or require from our clients to take care of handling furniture or shipping costs. Most of the items that we offer are built to your specifications after your order is placed. It would be impossible for HI-LINE to store and re-sell rejected special order items. On the other hand it would be cruel to enforce 20-45% re-stocking fees on our clients, like some of our competitors try to do.

WHAT IF I DON’T LIKE THE WAY MY SOFA SITS?

We realize when purchasing soft goods (sofas, chairs, sectionals) online it is impossible in most cases to sit in them before you buy. Customers must use their own judgment when placing their order. This can not be considered a defect and therefore does not qualify for your order to be rejected, returned or cancelled. Remember: we never order an item unless a customer requests us to do so. Once you authorize your order, the item(s) will be made specifically for you. They are yours to own, not to try.

WHAT IF MY FURNITURE ARRIVES DAMAGED?
This is highly unlikely. Products themselves as well as their packaging are guaranteed to have the best quality. All shipments are inspected before leaving our warehouse. Should you notice any damages or defects upon delivery, you must indicate those on the Bill Of Lading. Then email us at info@hi-linefurniture.com with the description of damage along with digital pictures showing the details of damage. Rejecting of goods is very rare and is only authorized if the goods are completely un-usable and un-repairable. Contact us at (718) 351-2889 to obtain authorization. In case of any damage incident we file a claim with the transport company and you agree to provide related information, supporting documents and/or photos to complete a claim process. Depending on the situation we will either send you replacement parts or a replacement item. We will work with you to resolve all issues until you are completely satisfied.

HOW OFTEN DO YOU GET NEW STYLES IN?
We constantly update our website with new items, offers and ideas. It would be really essential for you to be on our E-mail List, since you are looking to learn about new products and sales. You never know when those will come up. If you are on our e-mail list you will receive a short News Memo from time to time.

HOW CAN I BE REMOVED FROM THE E-MAIL LIST?

If at some point you would prefer not to receive our e-mail News Memo, please e-mail us at info@hi-linefurniture.com with 'unsubscribe' in the subject line. Your name will automatically be removed from the list.

WHAT FORMS OF PAYMENT ARE ACCEPTED?

Our e-processing bank currently accepts transactions through Visa/MasterCard and Discover, as well as Debit card, or direct debit from checking account.