good neighbor Orders

We process orders on Tuesdays and Thursdays each week. Please allow between 3-7 days for processing and preparation for shipping, unless noted otherwise. Tracking information will be emailed to the customer as soon as orders have been packed and ready for shipment.

Orders with missing or damaged items, please contact alexis@goodneighborshop.com within 3 days of delivery with the order # and pictures so we can further assist you!

Hem Orders

**At this time we are unable to process orders for Alaska.

Delivery Time

Each product has specific "ships within" time frames. This is the estimated time (actual time may vary) from order placement until the product is dispatched from the warehouse located in Illinois. The time from dispatch to delivery is usually between 3-7 days.

Have an upcoming install or urgent project? We suggest adding a requested delivery date at the time of checkout. Although, we cannot guarantee the exact date of delivery, we aim to accommodate this whenever possible, given stock availability and ship-to location. If you have a time-sensitive project, send us an email with all details to alexis@goodneighborshop.com and we’ll do what we can to help!

**Please note that if you placed an order for products with different dispatch times the full order will be held until your entire order is ready to be shipped.

Delivery Service

The delivery services of Hem schedules shipments with the contact details provided at checkout (email, phone number and delivery address). Always make sure the information provided at checkout is correct to avoid unnecessary delays for your delivery. 

Small Parcels and normal packages 

Parcels are delivered by UPS or Fedex. We ask you to monitor your shipment via the tracking information that is sent out to you. If you are not at home at the time of delivery, the carrier may leave your package at your door if a signature is not required. Please note, once delivered, we do not take responsibility for orders that are lost or stolen.

Additional Services for Parcel Orders

If you select "signature required" at checkout, the carrier will obtain a signature from someone at the delivery address. If you happen to not be at home at the time of delivery, the carrier will re-attempt the delivery. After 2 failed attempts to deliver the order will be returned to our warehouse.  If your shipment has been returned to the warehouse you need to contact us at alexis@goodneighborshop.com to arrange a new shipment. An extra delivery cost may apply. 

Freight

If your shipment includes freight items, our partner Mainfreight will deliver your order. Your order will be shipped standard curbside delivery.

Standard curbside delivery means that the carrier will deliver your item(s) to the curb of your specified delivery address. This service does not include inside delivery, removal of packaging, assembly or setup of your item(s).

Mainfrieight will call you 24 hours in advance of delivery to arrange a specified delivery window. Once scheduled, if you are not available at the set time of delivery, your order will be subject to a redelivery fee of $150. The cost for re-delivery must be paid in advance.

**Please note, standard freight delivery is made on a pallet. This pallet will be left with the delivery.

Cancellation & Order Edits

Please reach out to us immediately at alexis@goodneigborshop.com. If your order has not been processed and dispatched for shipment by the warehouse, we will do our best to accommodate requests to cancel or edit whenever possible. Once processed and dispatched from the warehouse, however, customers will have to wait for delivery and proceed with the return process. 

Incorrect or Damaged Orders

If you feel there is an issue with your Hem product or if something is missing, we are here to help you resolve this situation as quickly as possible!

To start the process please file a claim with alexis@goodneighborshop and be prepared with the following:

• Order number: EX. WEB1000

• Photos of the damaged item, exterior packaging and shipping label

• Article # / SKU of the product: EX. 12345

• Pictures (optional)

*Please hold on to all packaging and product(s) while we review your claim.

Make sure to check all packages carefully at delivery! Report any visible damages directly to the carrier before signing for the delivery. Make sure it is noted on the delivery receipt and signed by the carrier. Take pictures of visible damages to document potential issues. 

**Please note: Delivered goods need to be checked for potential delivery damages within 48 hours of delivery. This also includes deliveries for projects with installation date further away. Make sure to report any potential claims within this 48 hour timeframe. We reserve the right to deny claims submitted beyond this limit (this does not apply to warranty claims).

Lost & Stolen Packages

If your tracking information shows that your package was delivered, but you have not received it, please contact alexis@goodneighborshop.com. 

**Please note we do not take responsibility for lost/missing packages that show successful delivery to the order address. Please contact Fedex / UPS / Mainfreight to file a lost or stolen item claim.