1. Order Processing
- Standard Items (Chairs, Tables): Processed within 24 business hours (Mon–Fri, 10 AM–5 PM)
- Large Furniture (Beds, Sofas): 48–72 hours for crating & palletizing
- General Handling Time: 1–3 business days
Holiday Closures: No processing on:
Jan 1, Memorial Day, July 4, Labor Day, Thanksgiving, Dec 25
Orders placed after 12 PM before a holiday process the next business day.
2. Shipping Options
| Method | Carrier | Time | Regions | Notes |
|---|---|---|---|---|
| Standard | FedEx | 3–5 business days | Continental USA | $50 late-delivery credit (terms apply) |
| White-Glove | LDI | 7–14 business days | Continental USA | Includes assembly & debris removal |
| Express | FedEx | 2–3 business days | Continental USA | Full refund if not on time |
Exclusions:
- No shipping to AK, HI, PR and PO Boxes (for Standard/Express/White-Glove)
- White-Glove not available for items over 1,000 lbs. or requiring cranes
- APO/Military: Sent via USPS Priority (DD Form 1384 compliant)
3. Shipping Costs
- Free Standard Shipping: Orders $499+ (excludes White-Glove & AK/HI)
- Standard Shipping: $19.99
- Express Shipping: $28.99
- Oversized Items: Extra fees at checkout
Price Match:
Find a lower shipping cost? Get 110% store credit — email: support@intersecthome.com
4. Tracking & Alerts
- FedEx Orders: Track via IntersectHome or FedEx
- White-Glove: GPS tracking via SMS/email (opt-in)
5. Damaged or Lost Items
- Required: Unboxing video/photos within 24 hours (with timestamps)
- Submit: Through the Damage Claim Form
- Need: 6 photos + delivery slip
Resolutions:
- Replacements: Sent in 48 hrs (free express)
- Refunds: 1–5 business days
- Lost Packages: Investigated in 72 hrs; if unresolved, get 100% refund + $50 credit
6. Returns & Failed Deliveries
- Return Authorization: Required via Return Request Form
| Type | Fee |
|---|---|
| Standard Returns | 15% restocking |
| Custom/Clearance Items | 25% restocking |
| Mattress Disposal | GreenWaste pickup |
Undeliverable Fees:
- Wrong Address: 15% restocking + reshipping
- Refused Delivery: 20% fee + return freight
7. Inventory & Stock Info
| Status | Meaning |
|---|---|
| In Stock | Available in warehouse and ready to ship |
| Backorder | Pre-order open, ships in 3–5 days after ETA |
| Discontinued | Limited stock, no restock, final sale |
8. Contact & Compliance
Shipping Support
Email: shipping@intersecthome.com
Phone: 1-669-786-1304 (Mon–Fri, 10 AM–9 PM)
Live Chat: Avg. response time — 90 seconds
Regulatory Compliance
Physical Address: 681 Leavesley Rd, STE 98, Gilroy, CA 95020
FMCSA License: MC-148026
CA ARB Certification: 2024-74526 (Low-emission packaging)