FAQs

Orders

Have you received my order?

You will receive an order confirmation number at the conclusion of your order process, as well as an email that includes order detail. We ask that you review your order carefully before submitting. If you created an account, you may check the status of your order at any time by logging into your account.

When can I expect my order to ship?

Most in stock items ship within 3 business days. Once the order ships we will notify you via email with a tracking number. Depending upon location, delivery times may vary between 3-5 business days. Please note that we do not ship on Saturdays, Sundays or US nationally observed holidays.

For items with a longer lead time, details and policies will be noted on the product page. If you purchase an out of stock item we will notify you via email.

How do I check the status of my order?

When your order is processed and shipped, you will receive an email notification that your package has been sent along with a tracking number. Please note that if you ordered several items, they may not all ship from the same location or ship at the same time. If this is the case, tracking numbers will be assigned to each individual shipment and you will receive notice and tracking numbers as each package is sent.

The tracking number(s) will also be available via your online account.

Can I cancel or modify my order?

Orders that have been processed but not shipped may be canceled. For custom made orders: once a proof has been approved the order is non-refundable and may not be canceled. For inquiries about canceling your order please Contact Us and submit your query. Please include as much detail as possible as to why you are canceling the order.

How much will it cost to ship my order?

Our Standard Ground Shipping & Handling rates are as follows:

Please refer to our shipping page for more information.

I received a damaged item. What should I do?

We take pride in the quality of our products and the condition in which they arrive to you. We’ll replace the item if it’s still available or issue a full refund, including shipping charges. Damages must be reported within 7 days from receipt of delivery.

Please contact us and include your name and order number as well as a description of the damages and photo if possible. We will contact you with information on the replacement.

I received the wrong item. What should I do?

Should you receive the incorrect order, please submit a form on the “Contact Us” page indicating your name, order number, email, date of order, and product you received. We will reach out to you on how to return the time received in error and guide you to getting your correct item ordered. You will not be responsible for shipping charges or for the exchange of items.

What does it mean if my order is backordered?

If a product you have ordered is on backorder we will notify you with the estimated shipping date. Items that are backordered and have not been shipped are eligible for cancelation. We recommend verifying stock information and availability prior to placing your order, please contact us here with item inquiries.

If you decide to back order an order, it can be cancelled before shipment with no charges (full refund). We will keep you updated on the status and any delays.

If a product is out of stock, please contact us to join our waitlist.

What should I do if I'm missing items from my order?

Since some items are shipped directly from the manufacturer and others are shipped from our location, your purchases may arrive in more than one package.

Please view your order details to verify which item(s) have shipped by visiting My Account.

If all of your shipments have been delivered and you are still missing items, please Contact Us immediately.

If I order more than one item, will they arrive in the same box?

Since some items are shipped directly from the manufacturer and others are shipped from our location, your purchases may arrive in more than one package. You will not be charged extra for separate shipments.

Ordering & Payment

I am having difficulty placing my order, what should I do?

We want to make the ordering process as smooth as possible for you. If you are having difficulty placing your order online, don’t hesitate to contact us. We look forward to assisting you.

Do you have phone support?

As small business we do not currently have the resources for dedicated phone support but we pride ourselves in our customer service and try to respond to any emails the same day or within one business day.

What methods of payment do you accept?

We accept the following methods of payment: Visa, MasterCard, American Express, Discover, and Paypal. All transactions are processed in USD currency.

Is it safe to use my credit card?

We value our customer’s security and respect your concern for privacy while shopping on our site. We will never share or sell your information to any third party, information that is collected is solely used to contact you regarding your order. We use SSL encryption technology to ensure your private information remains private.

How do I use PayPal to pay for my orders?

You can use Paypal to quickly and securely pay for your orders. While you're checking out, select PayPal as your payment method. You'll need to sign up for a PayPal account if you don't already have one.

Once you choose to use PayPal, you'll be taken to their site to verify your financial details, then returned to our site to complete your transaction.

When will I be charged for my order?

When you place an order, we authorize your credit card for the order amount to confirm it is valid and that there are sufficient funds available for your purchase.

An authorization does NOT charge your card at that time, but some banks may hold the authorization for the purchase amount on a customer's card for up to 5-10 business days. It will appear on your statement as a 'pending charge'.

We do not charge your credit card until your item(s) are ready to be shipped.

Do you charge sales tax?

We are required to add sales tax to any order with a New York shipping address. Orders outside of New York will NOT require sales tax.

Is sales tax charged on shipping & handling fees?

Depending on where the order is being shipped, sales tax will be charged on the order subtotal, shipping, and/or handling at the applicable county rate. Tax rates within counties vary.

Do you ship internationally?

We do not currently ship international. We only ship within the 48 Continental U.S. States.

Do you accept international billing addresses?

Unfortunately, we cannot accept international billing addresses for credit cards at this time. We can only accept credit cards with U.S. billing addresses.

How do I apply a Promotion/Coupon to my order?

At Checkout, you can enter your Promotion Code under the Payment Method section. Once entered, click “APPLY”. Please note some promotions may not be combined with other offers or discounts. If you cannot apply your promo code, a message will pop up on your order page with an explanation. If you feel you are having issues applying a promo code that does not interfere with other promotions, please contact us here.

Returns & Exchanges

What is your Return policy?

All merchandise—with the exception of fresh wreaths —may be returned within 30 days of the date of delivery.

Original shipping costs are not refundable. Items must be returned in original condition and packaging with tags. Open or used products will not be refunded. We will refund the original shipping cost only if the product is damaged, defective or was a result of an error on our part.

A return authorization is required for all returns. Please do not send return items without a Return Authorization from us. Once an RMA is issued, we will send instructions on the return shipping address, as some merchandise will be returned directly back to our supplier.

When shipping the items back, please be sure to insure the item(s), as it could get lost or damaged. We are not responsible for shipping fees, damages, or lost returns. Please obtain a tracking number for your records.

Items must be shipped back within 5 days of receiving the Return Authorization for proper credit.

Restocking Fees of 15% apply for orders over $100. Restocking fees will be deducted from your refund

How do I initiate a return?

To initiate a return for an item, please contact us with your name, order information and reason for return. We will email you a return authorization along with instructions on how to handle the return.

How will I know when my return has been received?

After we receive your return and confirm that all items are in original condition, you will receive an email confirming that your return has been received. Your refund or credit will be processed within five business days of receipt.

Your return credit may take a few business days to appear on your account depending on your credit card processing company.

Can I make an exchange?

We do not offer exchanges. A new product order must be handled on a separate transaction.

General FAQ

Do you offer Trade Discounts?

Yes we do. We do not currently have a trade program but please contact us with your product needs. Discounts vary depending on the product and quantity.

Where are you located?

We are based in Westchester County, New York but ship from different locations depending on the product. We do not offer on-site pick up’s or sales.

Do you have any store locations?

We are an exclusive online retailer at the moment.

Do you include gift cards or gift wrap?

We do not currently sell gift cards or offer gift wrapping.

How do I hear about special promotions and new arrivals?

The best way to stay updated about promotions and new arrivals is subscribing to our newsletter. You can sign up for our newsletter by clicking here or find the newsletter section in the footer of the checkout page. We encourage you to follow us on our social platforms: Pinterest, Facebook, and Instagram as well. Tag us with #hudsonandvine!

Please note we will never share or sell your information to third parties. Information collected through our newsletter subscription will be solely used to offer promotions, discounts, and inform consumers about new arrivals. You will always have the option to opt out of emails.

Do you price match with competitors?

Hudson and Vine offers the best-curated and personalized home goods inventory, keeping craftsmanship our number one priority. We believe our pricing and quality is highly competitive in the home goods market.

How do I become a supplier?

Please email us your information. If we see a good fit, we will contact you.

Any other questions?

We are committed to making your shopping experience a great one! If you cannot find the answer to your question on our site, we would love to help. Please Contact Us.

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