FAQs

Our headquarters is located in Shenzhen, China, with two warehouses and an office in the U.S., offering fast shipping services.

With a 12-year history and a 250,000 square meter production facility, Housegent offers factory-direct sales and comprehensive luxury furniture solutions. All standard items on our website come with free shipping, and we provide designer-grade furniture at a fraction of the cost—just one-tenth of comparable designer pieces. Our expert team meticulously reviews the craftsmanship and originality of every product. In addition to a wide selection of unique furniture, we offer high-end custom furniture services. Whether the product is listed on our website or not, we can tailor it to your needs.

All Housegent products are supplied by worldwide OEM manufacturers. Before a product being supplied to our customers, there are times of technical and quality controls to insure the highest standards.

Usually, your order will be dispatched in separate parcels.

To check your order status, follow steps below:

（1）Sign into your account by clicking the “Log In” link in the top left corner of any page.

（2）You will then be able to view all your orders and their current status on Account - My Orders page.

（3）By clicking the “View Order” link to the right of the order number, you can check the order summary and detailed order status history.

If you don’t have a Housegent account, you’ll get an email when your order is shipped. If you want to check what’s going on, feel free to contact our customer service.

The following terms indicate the status of an order:

（1）Order Details: Payment Succeed: Payment has been received. Order updates will be sent once available.

（2）Order Processing: Order has been paid, we will complete quality inspection and packaging within 48 working hours.

（3）Shipped: Order has been shipped or picked up.

（4）Complete: Order has been sent to the shipping address customer provided, including package on the way or delivered.

Order Processing:

（1）Pending: Order is currently incomplete, awaiting payment. Once we've received the payment, we will confirm it within 24 hours and begin processing the order.

（2）Inspection & Packing Completed:Item has been inspected and well-packed. It will be shipped out from original warehouse.

（3）Left for the Departure Port: Item has been shipped from the origin warehouse to the departure port for sea transportation.

（4）In Sea Transportation: Item is in sea transportation towards to your local warehouse.

（5）Arrival at the Transshipment Port:Item has arrived at the transshipment port and will be transported to the destination port.

（6）Shipped from the Transshipment Port: Item has left the transshipment port for the destination port.

（7）Arrival at the Terminal Port: Item has arrived at the terminal port, customs clearance is about to be carried out.

（8）Customs Clearance: Item has completed customs clearance and will be sent to your local warehouse.

（9）In Transit to Local Warehouse:Item is in transit to your local warehouse. We will keep you updated once it arrives.

（10）Arrival at Local Warehouse:Item has arrived at the local warehouse. We will schedule a pickup with the carrier soon.

（11）Waiting for a Pickup:Item has been scheduled for a pickup and will be shipped to you shortly.

（12）Item Shipped:Item has been shipped (Eg. Carrier: UPS/Fedex, Tracking Number: UPS1234), please wait patiently.

（13）Complete: Order has been sent to the shipping address customer provided, including package on the way or delivered.

（14）Canceled: Order has been canceled.

（15） Closed: Order has been returned and refunded.

Normally we don't provide support during weekends, except for urgent cases. In these cases, you only need to mark “Urgent” in your email, we will get back to you ASAP.

First of all, please contact our customer service to check the feasibility before placing the order. If it is feasible, our customer care will guide you to place the special order.

If you have already placed the order but have special requirements, please also contact our customer service to check the feasibility. If it is feasible, we will make an arrangement. If not, you also have the right to modify or cancel your order for a full refund before the order is shipped.

Carefully review your shipping information for accuracy before submitting your order. Once an order is placed, shipping address cannot be changed online. When you need, first of all, please check the status of your order.

（1）Pending: You can just leave it alone and place a new order.

（2）Shipment transfer: Please contact Customer Service as quickly as possible to make changes.

（3）Shipped: It depends on the carrier's service. Some carriers offer address change service by charging additional fee. With all of this in mind, we still do understand that sometimes you want to ask us to try, so you may contact Customer Service to check the possibility. Note that country cannot be changed, success or not depends on carriers, additional address change fee will be at customer's expense.

If unfortunately, the carrier who delivers your order doesn't offer address change service, please manage to receive your order at the original shipping address or directly contact the carrier to seek assistance. If the address is totally invalid, package may be destroyed or returned to sender. In this situation, you will be charged a penalty that may include, but not limited to extra shipping charges and handling fees.

Our site uses Secure Sockets Layer (SSL) technology, an approved industry standard that provides you with a secure connection for your transactions. In addition we use PayPal and Amazon Pay to give you flexible, protected payment options.

Carefully review your order information for accuracy before submitting your order. Once an order is placed, if you want to change product or cancel. When you need, first of all, please check the status of your order.

（1）Pending: You can just leave it alone and place a new order. Please note that the pending order will display in your account within a month, after that the order will be cancel automatically and you will receive a cancellation email.

（2）Order Processing: Please contact Customer Service as quickly as possible to cancel or change product.

（3）Completed: It can no longer be changed or canceled, you may return it following our return&exchange policy if it meets returnable conditions.

Please note that customized items and furniture items can only be canceled within 24 hours after payment confirmation. In addition, change products only can be arranged before your original order is shipped. Some products cannot be changed, please contact customer service for any further questions. If a delivery is refused for any reason without Housegent’s consent, you will be charged a penalty that may include, but not limited to extra shipping charges and handling fees.

A coupon code is an alphanumeric sequence that consumers can use to get a discount. To keep up to date on the latest offerings, subscribe to our newsletter.

（1）Subscription

If you subscribe to us by leaving your valid email address on our website, you will receive an email with a coupon code attached.

（2）Registration

Coupons will be collected automatically after the new user successfully registered on hoousegent.com. You can find more details by checking "My Account-My Coupons".

（3）Sales

We have aperiodical promotions with different forms of coupon distribution. Please keep an eye on the rules we put on. Usually, you could get the public coupon on our website or receive some exclusive coupons via emails or social media channels, etc.

Add your purchases to the cart and continue to final checkout page, the highest available coupon for the current order will be matched and deducted by default. You could also remove or change other available coupons through the icon of ">" and "Remove" respectively.

Your coupon may have expired or may have already been used on a previous order.

Coupons do not apply to shipping fees or service.

Coupons may not apply to limited-time sales or clearance items.

Some coupons apply only to specific items.

There may be prerequisites for the use of coupon codes, such as a minimum purchase or impose a maximum savings.

If the above exceptions do not cover the coupon you wish to use, or if you have any other question, please feel free to contact Customer Support.

Depending on your state, some categories of items are taxed and others are not. We're required to charge sales tax on applicable items if the state you're in mandates it.

Use overlay text to give your customers insight into your brand. Select image and text that relates to your style and story.

（1）For registered users, you can first sign in by clicking the little human icon at the top of our site, under which you can click "My Orders" and see the order detail page.

（2）For guest or registered users, click the "Track Order" at the bottom of our site and put in your order number along with the associated email, and you should also find the order detail page there.

（3）On the order detail page, click the "Print Order Invoice" button, and your order receipt will be download in the form of PDF.

（4）Please get in touch with our customer service team, and we will provide you with the most satisfactory solution.

Prices are subject to change - including temporary reductions as well as permanent increases. The prices of items in your cart represent the current price for which you will be charged.

（1）PayPal

（2）Credit card/ Debit card

（3）Apple Pay

（4）Google pay

（5）Klarna

Klarna payment method is available in US, UK, Germany, Spain, and France, not yet supported in other countries.

（1）Payment methods are shown differently depend on the countries you are in. Please refer to the supported payment methods displayed on the final checkout page.

（2）Your payment method is not supported If the payment method is not displayed on our website.

We ask that you report any product defects within 30 days of you receiving your order. Please contact our customer service, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the defective item(s), a complete description of the problem, provide pictures or video evidence clearly showing the problem. Depending on the situation, we will be responsible for refunds, an exchange or replacements according to your preference. Manufacturer defects found after 30 days of receipt are directed to the manufacturer's warranty.

Housegent.com is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods.

We recommend to check the items within 48 hours of receipt and report to our customer service as soon as possible. Be sure to complete this process within 30 days of your delivery date. Depending on the situation, we will be responsible for refunds, an exchange or replacements according to your preference. After 30 days, Housegent will make every attempt to rectify, however charges may apply.

Missing an item

If you ordered under your account, please go to Account - My Orders to verify that all items have shipped. If you ordered as a guest, please check our notification emails or contact our customer service to verify. (Due to the inventory or limitation of the shipping way, or to speed up delivery, items may ship from different warehouses or different shipping ways).

If you have received all shipments but there is an item or items missing, please contact our customer service, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the missing item(s), provide pictures or video evidence clearly showing everything received.

Missing parts of an item

If you have checked comparing with the Parts-List, unwrapped everything and gone through all boxes, confirmed that no one mis-placed, please contact our customer service, be sure to include the copy of your original order confirmation, indicate which part(s) & Qty of which item(s), provide pictures or video evidence clearly showing everything received.

Housegent.com is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of incomplete goods. We always recommend that you wait to schedule installation until after your fixture has arrived and been inspected.

We do our best to ensure every order arrives safe and secure. Despite the series of quality checks, occasionally products do arrive with damage. Should your product not arrive in perfect condition, we recommend to report to Customer Service the receipt of a damaged product within 48 hours of delivery and do not discard the damaged item&its packaging. As soon as the damaged issue is confirmed, our dedicated Customer Care Team is on hand to resolve the issue and to advise on the best solution, including refund, replace or repair options.

To suit different occasions, we work out Concealed Shipping Damage and Obvious Shipping Damage, please match your occasions with either occasion in the below. Be sure to complete this process within 30 days of your delivery date. After 30 days, Homary will make every attempt to rectify, however charges may apply.

Concealed shipping damage

If you have already accepted delivery and then find a concealed shipping damage (not visible on the outside of the packaging), please contact our customer service, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the damaged item(s), provide pictures evidence clearly showing the damage and all packaging material&paper work.

Once you notify us that your product was damaged, we will file a claim with the shipper. Please do not discard the damaged product or the packaging. Typically the shipper will be dispatched to pick the item up for inspection and processing. We'll need your help in making it available for pickup on the scheduled date and time.

Obvious shipping damage

If a shipment arrives at your door with obvious shipping damage, please accept the shipment and immediately inspect the items. Please DON'T refuse the shipment. Refusing to accept damaged shipment means you are putting the hope of easy access to it in the hands of the carrier. In other words, you have more control over the situation if you keep it.

1.Photograph the whole process, the damage, all packaging material and paper work.

2.Note any damages on the carrier delivery receipt or contact the carrier to submit a damage claim.

3.Reflect to our customer service by including the copy of your original order confirmation, the item number & Qty of the damaged item(s), the claim number, providing pictures evidence clearly showing the damage and all packaging material&paper work.

4.Do not discard the damaged product or the packaging. Typically the shipper will be dispatched to pick the item up for inspection and processing. We'll need your help in making it available for pickup on the scheduled date and time.

Please note that if you attempt to return the damaged item without speaking to one of our customer service representatives, you will jeopardize your chances of making a claim, and you may not receive credit for the return.

Housegent.com is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of damaged goods. We always recommend that you wait to schedule installation until after your fixture has arrived and been inspected.

To return an item, we recommend using the shipping service providing tracking information as well as a signature, so delivery can be confirmed. Once we have received your package, we will inspect the item in 3-5 working days. After that, you will be provided a replacement for an exchange or issued a refund.

If a return is shipped without a tracking number the customer will be liable if the item is lost by the carrier and no refund will be issued.

When we confirm to cancel your order, you will be refunded within 24 hours. When we receive your return, you will be refunded in 3-5 working days upon receipt and inspection. The refund will be made to the account that the funds were originally drawn from, namely the money will be sent back in the same way it was received.

If you originally paid with PayPal account balance, you can find the refund right away in your PayPal account.

If you originally paid with credit card, please allow up to one billing cycle for the credit to show in the bank statement. It mostly depends on how fast your bank processes the credit. Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance.

If you believe you have received the wrong product, please verify the item number of the item(s) you received compared to your order confirmation and/or invoice. If it does not match, contact customer service immediately, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the wrong item(s), provide pictures clearly showing the wrong item. The wrong item must be returned in original packaging, Housegent.com will be responsible for the return shipping cost. You can exchange it for the correct one or request a full refund.

Housegent.com is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of incorrect goods. We always recommend that you wait to schedule installation until after your fixture has arrived and been inspected.

Please note that the label is valid for 7 days after being issued. Once it is invalid, after-sale requests should be raised within 30 days of order delivery. After the returned packages arrive at our local facilities, our staff will do a quality inspection within 7 days. If there is no further issue, we will refund you accordingly

Return & Refund Policy

If you are unhappy with your purchase, as long as you contact us within 30 days from the receipt of the item, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by email (support@housegent.com) at first.

Return & Exchange Conditions

• Items returned without authorization will not be accepted.
• Items must be returned within 30 days after you receive them.
• All items must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
• When returning or exchanging items, customers must use a shipping method providing tracking information.

Non-returnable items:

• On sale items or gift cards are non-refundable.
• Damage/Lost caused by customers is non-refundable.

General Return Process

• Initiate a return: Please email us at support@housegent.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine the eligibility for your return request within 3 business days.
• Ship the item back: If your return is accepted, we’ll send you the return address, as well as instructions on how and where to send your package. (Note: Items returned without authorization will not be accepted). We recommend that you send your return/exchange in a shipping method providing tracking information as well as a signature, because we will not be responsible for lost return/exchange.
• Refund or exchange: when we receive your return/exchange, we will inspect the item in 3-5 working days and then provide a replacement for an exchange or issue a refund.

Return Charge

• If the return is due to our problems (such as: incorrect products, quality problems of products), we will provide a full refund for you;
• If the return is for the clients’ personal reason (such as: change of mind, incorrect shipping address or post code, design, size or finishes not suitable, too heavy etc), you will be responsible for both shipping cost. You need to pay for the shipping to ship it back to us and make sure the product is sealed in its original package and in a resalable condition. Once we receive the product and verify that the product is in new/unused condition, we will issue a refund minus the shipping cost for us.

Refunds

• Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If you are approved, the refund will be provided to the original method of payment within 2-3 working days.
• If you haven’t received the refund within 2-3 working days, please check your bank account again. Then contact your bank or credit card company. It may take some time before a refund is official posted. If you’ve done all of this and you still have not received your refund, please contact us at support@housegent.com.

Please Note: we do not refund our original shipping cost.

Order Cancellations

• We can cancel the order for you if you contact us in time after your purchase.If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.
• Orders can't be canceled once the parcel is shipped out.

Company: Housegent inc

Address: 6333 E 56TH AVE，COMMERCE CITY CO，80022 United States

Email: support@housegent.com

Tell: (909) 713 4723

In order to process your after-sale request faster, please follow the guideance below and provide us complete information

【What to provide when it's about gerneral after-sale request?】

1.A clear photo of the outer shipping box

Some photos of the shipping label and the item SKU

2.A picture to show the product is well-packed inside.Kindly note that for unopened packages, please just send a picture of the outer package. If you opened the box without taking out the product, please just leave it in the package while taking photos.

3.A full view picture of the product if it has ever been taken out. If not, please skip this step.

If there are multiple items for the same product, please place them side by side in order to get a picture together.

The chandelier you choose should match the decor and style of the room you want to put it in. For a casual room, try fun pendant lights or simple chandeliers without lots of tiers, crystals or bulbs. Chandeliers made of wood are unique and can be casual in a variety of styles from rustic to contemporary. Crystal and brass chandeliers are great for more formal rooms because they are meant to sparkle and impress. Iron chandeliers are also usually on the formal side with their antique look.

Big chandeliers never go in small or low-ceilinged rooms because they overwhelm the room and look out of place. Little chandeliers in big or tall rooms can look smaller than they really are and leave the room feeling dark. A general rule is to measure the dimensions of the room in feet and add them together; a chandelier for that room should have a diameter that's close to that same number in inches. For example, if your foyer is 12' by 16', add the 12 plus 16 to get 28. The proper size chandelier would then be 28" diameter. This works for any room.

Hanging a chandelier can be a tricky question. Hang it too low and you hit your head at the dining table or create a glare in the living room; hang it too high and it looks dim and out of place. Over a dining table, chandeliers should generally be about 30 to 34 inches above the table. For bowl-style or very ornate chandeliers, you can raise the chandelier about three inches to improve visibility. In a simply decorated living room, you can hang a chandelier a bit lower to be the centerpiece; whereas in an ornate room, you may want to hang it a bit on the high side to shed light on your furniture and accessories.

Chandeliers should almost never be in the center of the room; this leaves corners in shadow and requires you to crowd your furniture in the middle of the room. Put your chandeliers over spaces with specific functions to highlight these spaces; for example, put a small, cozy chandelier over your casual conversation space or several Tiffany chandeliers around the room to add a warm ambiance. For a dining room, chandeliers are best positioned above the center of the table, or you can try two or three smaller chandeliers or pendants along the length of the table.

Most chandeliers require only a light dusting with a soft or microfiber cloth. For brass chandeliers, you can increase the brassy shine with a cloth lightly moistened with furniture polish. Cleaning the bulbs and shades is important too, since they diffuse the light; dust and polish the bulbs with that soft cloth before dusting the chandelier itself, and then wash the shades in warm, soapy water. Crystal chandeliers need special cleaning and care. Clean your crystal chandelier and lamp shades with warm water mixed with isopropyl alcohol. Spread a drop cloth below the chandelier and allow it to drip dry.

Most chandeliers either come with the specialty bulbs they require or use candelabra bulbs that provide the right light, so all you need to do is find bulbs with the right intensity. These are usually 20, 40, 60 or 100-watt bulbs. You can choose between transparent bulbs that allow maximum light or frosted glass bulbs that further diffuse the light.

Pendants are hanging lights that are similar to chandeliers but are often smaller, longer and less formal. They come in a variety of fun colors and designs. Pendant lights are great for highlighting and dividing a space and for task lighting. Try putting them along your kitchen island to divide the kitchen area from the dining area or use one to highlight the butcher block. You can use two or three along the length of the dining table or use several to define the separate areas and tasks of a room.

Stainless steel does not stain, corrode, or rust as easily as ordinary steel. However, it is susceptible to rust staining by other objects found in the kitchen (ex. cast iron pan left in the kitchen sink will stain the sink).

Stainless steel contains additional elements such as chromium or nickel that form a protective layer on the exterior of the kitchen sink. Improper maintenance, abrasive cleaners, excessive scrubbing, and hard water build-up can all damage the protective layer, making the sink susceptible to rusting.