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Helping You Create Your Dream Home! | Call Or Live Chat To Speak With An Expert 📞307-218-7280
Helping You Create Your Dream Home! | Call Or Live Chat To Speak With An Expert 📞307-218-7280

Frequently Asked Questions (FAQs)


Will I get confirmation of my order?

As soon as we receive your order, we'll send out confirmation to your email address, this just means we've received your order in our system and we've pre-authorised your payment method ready for your purchase.

I placed my order but did not receive a confirmation email. Why?

If you recently placed your order and didn't immediately receive a confirmation email from us, then there might be a few issues we can look into: 

Our emails might be going to your junk or spam folder

There might have been a misspelling when you entered your email address during checkout

Your email server has very strong spam filters and is identifying our emails as spam so the emails aren't going through.

To be on the safe side, we encourage our customers to provide an alternate email to

What happens after I receive my order confirmation?

We check with our warehouse or suppliers to make sure that your item(s) are available and can be despatched as soon as possible. If your item(s) are available for shipping (within 5 business days), we'll process the charges and prepare to ship your order. 

In the event that your item(s) are unavailable for immediate despatch, we remove the pre-authorisation from your payment method and reach out to you via email or telephone.

Why do you need my phone number?

Some of our deliveries our couriers require a contact number to ensure smooth delivery of your order. We won't give to anyone else, it’s kept private and confidential. Plus if there are any issues with your order we can contact you quickly and easily.

Is it safe to buy online through your website?

Absolutely. In-Essence Homes ( strives to provide our customers with a safe and smooth customer experience. This site uses SSL encryption technology so that you never have to worry about credit card safety.


Where do you deliver?

We deliver to the United States of America only.

Are you an authorized dealer?

Yes, we are an authorized dealer. Please check out the list of brands we support.



What is your privacy policy?

Please check our detailed privacy policy in the Privacy section.



Do you charge for shipping?

We offer FREE shipping to the continental U.S. Unfortunately we do not ship outside of this area.

Can I track my order?

Yes, once the order is placed, our suppliers provide us with tracking information as soon as they ship it. Sometimes, it might take a few days for the order to be released. You'll receive an email that your order has shipped and the tracking details associated with your order.

What happens after placing an order?

After placing the order, you will be receiving a confirmation email. If the item is in stock, the manufacturer will ship the item within 5 business days.

What is the reason for the recent delays for some orders?

Due to Supply Chain issues, shipments have been taking much longer than usual, some items are taking up to 7 weeks due to delays. We will inform you if the date changes. If the item ordered is not available, it will be back-ordered and reserved for you.

I haven't received a tracking email from you, what do I do?

If you haven't heard from us 5 business days from placing the order, please email us at or you contact us via the Contact US page.

Can you guarantee shipping times?

No, estimates are only we can provide. Shipping are always estimates and are set to change at any time. Please keep this in mind if you are placing an order that has a set delivery date you'd like to meet. 


What is the return policy?

We want you to be a 100% satisfied with your order, so in the unlikely event that you are not, please contact us immediately. We will do everything we can to exchange it, replace it or issue a refund (within 30 days of the purchase). (Please check Product Page for Brand Specific Return Policy)

What is the return process?

All returns must be approved before they can be shipped back a 10 - 30% restocking fee will be charged if the return is approved. 

A return have to be issued and reference number, please do not return before we do so.

Please email us at about the items you would like to return, the order number and your personal information (first and last name, address) for verification purposes. 

Unless the item is damaged or defective upon arrival, you are responsible for the return shipping cost. 

Make sure, the returned items are still in their original packaging.

Some items cannot be returned or refunded.

Those include orders that were customized and orders that clearly state that they are not returnable in the product's page.

What if the order is damaged?

If the order is damaged, we will do everything we can to send replacement parts from the manufacturer, or redeliver if necessary.

Where do I find for the Return Policy?

Please find the complete Shipping & Return Policy at the bottom of the site.



Can I cancel my order?

If you placed an order, and would like to cancel it, please CONTACT US IMMEDIATELY. If you placed an order, and would like to cancel it, please CONTACT US IMMEDIATELY.

We only have 30 minutes after an order is placed to make any kind of modifications or cancellations to it, after the 30 minutes have passed, you will be responsible for:  All shipping (two way shipping)  25% restocking fee and/or Handling fees

What happens if you refuse a package from any of the carriers?

If you refuse a package from any of the carriers or the package has been returned to us after attempting to deliver it a few times, we will deduct a 25% restocking fee and two way shipping from your refund.

What happens if I cancel an order or refuse a package after it's been shipped?

If you cancel the order after the item has been shipped or you refuse a package from any of the carriers or the package has been returned to us after attempting to deliver it 3 times, we will deduct a 25% restocking fee and two way shipping and handling fees from your refund.



What happens after I place an order?

After you place an order, a confirmation email will be sent to you. We will also charge your card in order to start working on your order and release your shipment.

How long does it take to ship an item? 

Depending on the item ordered, it might take up to a week (roughly 5 business days) to ship an item. Some items are available in stock and will be shipped within 24 hours. Once shipped, a tracking number will be sent to you within 24 hours of the shipment.

What should I do after receiving an order?

After receiving an order, please inspect the boxes. Boxes should not show any sign of damage. If that's the case, please make sure you take pictures of the boxes before opening them. Please report this to us within 5 days of receiving your order. If the carrier is determined to be responsible for the damage, they will need to fix the items at no cost to you.

What happens if my delivery is damaged or missing parts?

It is always important to check the inventory of the delivery once you receive it. In the event that the delivery is damaged, please send us pictures of the damage at with the order number and we will contact our suppliers so they can replace the damaged items for you.

What happens if I don't receive a tracking number after a few days of placing an order?

Please contact us so we can make sure we have the correct email address in our system and that we keep you updated about the shipping information.