Have a question? You'll find answers to the ones we hear most below. If you don't see yours, email us at support@shophouseofwest.com or call (870) 761-0837. We're a family business, and a real person will get back to you.
Shipping
Do you offer free shipping?
Yes. Orders of $35 or more on items shipped from House of West ship free, applied automatically at checkout with no code needed. The $35 is counted after any discounts.
What does shipping cost under $35?
Standard shipping is $9.99 per order. Express shipping is $25.00 per order.
How long until my order arrives?
We process orders within 1–3 business days (Monday–Friday, excluding federal holidays). Orders placed after 3:00 PM Eastern, on weekends or on holidays start processing the next business day. Standard shipping then typically takes 3–7 business days.
What are partner-shipped items?
Some items, such as select bedding, bath towels and wall art, ship directly from our trusted partner suppliers. These typically arrive within 7–14 days of your order. Their shipping is calculated at checkout (many ship free), and they don't count toward the $35 free-shipping minimum.
Why did my order arrive in more than one box?
If your order includes items from House of West and from a partner, they ship separately and may arrive on different days. You'll get tracking for each package.
Where do you ship?
We ship to all 50 U.S. states, including Alaska and Hawaii, and to eligible P.O. boxes. Some partner-shipped items may not be available for Alaska, Hawaii, U.S. territories or P.O. boxes; checkout will show what's available for your address. We don't ship internationally at this time.
How do I track my order?
Once your order ships, we'll email you a tracking number. Please allow 24–48 hours for tracking updates to appear with the carrier.
I entered the wrong address. Can you fix it?
Email us right away at support@shophouseofwest.com. We'll do everything we can to update it before your order ships, but we can't guarantee changes once it's been processed or handed to the carrier.
Returns & Refunds
What is your return policy?
Most items shipped from House of West can be returned within 30 days of delivery if they're unused, unwashed, and in their original condition and packaging.
How do I start a return?
Email support@shophouseofwest.com with your order number, the item, and the reason for the return, and we'll send instructions. Please contact us before sending anything back, since returns sent without approval may not be accepted.
What can't be returned?
For quality and safety reasons, we can't accept returns on products that have been used, washed, oiled or cut on; items damaged by misuse or improper care (including dishwasher use or soaking); personalized or engraved products; and gift cards.
How do returns work for partner-shipped items?
Partner-shipped items follow that partner's return policy. Just contact us and we'll help you start the return.
Who pays for return shipping?
Unless the return is due to our error or a defective product, return shipping is the customer's responsibility, and original shipping charges aren't refundable. We recommend a tracked shipping service.
My order arrived damaged or wrong. What do I do?
We're sorry! Email us within 7 days of delivery with your order number, a short description, and clear photos. Once verified, we'll send a replacement or issue a full refund at no cost to you, and you won't need to send the item back.
When will I get my refund?
Approved refunds go back to your original payment method within 7 business days of approval. Your bank or card provider may need a few extra days to post it.
Can I exchange an item?
We don't offer direct exchanges right now. Return the eligible item for a refund and place a new order for the one you'd like.
Product Care
How do I care for bamboo and wood items?
Hand wash with warm water and mild dish soap, then dry right away with a towel and let air-dry completely. Never put them in the dishwasher or leave them soaking. Every 3–4 weeks, rub a thin coat of food-grade mineral oil into all sides to keep the wood from drying out. Store in a dry spot away from heat and direct sunlight.
Why does my bamboo or wood piece look a little different from the photo?
Bamboo and wood are natural materials, so color, grain and texture vary slightly from piece to piece. That's what makes each one unique. Screen settings can also affect how colors appear.
Orders & Payment
Is checkout secure?
Yes. Payments are processed securely through Shopify and its payment partners. We never store your full card number.
Do you have any discounts?
Sign up for our emails at the bottom of the homepage and we'll send you 10% off your first order, plus first looks at new pieces and members-only offers.
Who is House of West?
We're Robert and Theresa West, a family-owned business in Ruskin, Florida, bringing quality home essentials at honest prices to the kitchen, bedroom, living room and bath. Read our story.
For complete details, see our Shipping Policy and Returns & Refunds Policy.