Shipping policy
At Houlte, we are committed to making the delivery experience as clear, reliable, and efficient as possible. Our U.S. warehouse network serves both the East and West Coasts, helping us reduce fulfillment time and provide efficient delivery across our service area.
For customers in the United Kingdom, certain lighting and furniture products may ship from our Hong Kong warehouse because UK electrical specifications differ from those used in the United States.
Delivery availability, shipping method, and estimated lead time vary by product and destination. Please refer to the information below for details.
U.S. DELIVERY
Pre-Order and Extended-Lead-Time Furniture
Processing Time: 2–3 weeks
Shipping Time: 4–6 weeks
Pre-Order Lighting
Processing Time: 2–3 weeks
Shipping Time: approximately 3 weeks
Fast Delivery Items
For eligible products that are already in stock at a U.S. warehouse:
Estimated Delivery Time: 4–6 days
Products marked for Fast Delivery are fulfilled from available domestic inventory. Actual timing may vary depending on the destination, carrier, product size, and delivery conditions.
SHIPPING METHOD FOR U.S. ORDERS
For pre-order products, Houlte will determine the most appropriate shipping method based on the product's dimensions, weight, destination, and other logistics requirements.
Products may be transported by air freight, ocean freight, parcel carrier, or truck freight.
For the final delivery of eligible U.S. orders, standard courier or truck transportation charges are covered by Houlte unless otherwise stated.
Assembly, installation, and other services not expressly included with the selected delivery method remain the customer's responsibility.
All applicable taxes are included in the listed price.
SHIPPING OUTSIDE THE CONTIGUOUS UNITED STATES
Houlte also serves selected international destinations, including the United Kingdom, Germany, and Australia.
Ocean Freight
Processing Time: 5–7 business days
Estimated Delivery Time: 4–6 weeks
Air Freight
Processing Time: 5–7 business days
Estimated Delivery Time: 2–3 weeks
For eligible international orders, product pricing includes the applicable shipping cost described by Houlte. Customers are responsible for customs duties, import taxes, clearance charges, or other destination-country charges incurred after the shipment reaches the destination, where applicable.
Houlte currently does not provide standard delivery to Alaska, Hawaii, the U.S. Virgin Islands, Guam, or Puerto Rico.
ESTIMATED DELIVERY TIMES & DELAYS
All shipping, dispatch, processing, and delivery dates shown on our website, in order confirmations, or communicated by Customer Care are estimates rather than guaranteed delivery dates.
Actual delivery may be affected by circumstances outside Houlte's reasonable control, including severe weather, hurricanes or typhoons, earthquakes, fires, customs inspections, port or canal congestion, carrier delays, holidays, transportation disruptions, and other unforeseen events.
If the estimated timeline changes significantly or we become aware of an unusual delay, we will make reasonable efforts to provide updated shipping information and assist with the order.
If your order must arrive by a specific date, please contact Houlte before placing the order or before shipment so that we can help you evaluate the available delivery options.
DELIVERY SERVICES
Free Standard Shipping
Eligible products may be delivered by parcel carriers such as UPS or FedEx directly to your address.
Depending on the carrier, product, and delivery method, a signature may be required.
Some products require customer assembly.
Once your order ships, we will send shipping or tracking information to the email address associated with your order. Please monitor your email, text messages, and carrier tracking updates so that you can receive your shipment promptly.
Free Threshold Delivery
For products delivered by threshold service, the item will remain in its original packaging and will generally be placed at the first accessible, dry location on the ground level of the delivery address.
For a residential home, this may include the entrance, garage, covered porch, or another suitable ground-level location.
For an apartment or multi-unit building, delivery may be made to the unit entrance, building lobby, property office, or another location permitted by the building and carrier.
A person 18 years of age or older must be available when a signature or delivery appointment is required.
Threshold Delivery does not include assembly, installation, placement inside individual rooms, unpacking, packaging removal, or disposal of packaging materials.
Unless another service has been arranged in writing, the customer is responsible for moving the product from the carrier's designated drop-off location into the home, as well as for unpacking, assembly, placement, and disposal of packaging materials.
Damage that occurs after delivery as a result of customer handling, moving, assembly, or improper installation is not considered shipping damage.
White Glove Delivery
If you would like White Glove Delivery, please contact Houlte before the product ships to confirm service availability, the exact scope of service, and pricing.
Once an item has entered transit, White Glove Delivery generally cannot be added to the existing shipment.
If additional in-home services are needed after shipment, the customer may need to arrange those services independently with a local provider.
Charges for White Glove Delivery or other special delivery services that have already been performed are non-refundable.
DELIVERY ADDRESS CHANGES
Before an order ships, you may contact Customer Care to request a delivery-address change at no additional charge.
Once a shipment has been handed over to the carrier, Houlte may attempt to request an address change or redirect, but successful modification cannot be guaranteed.
If additional charges result from an incorrect address supplied by the customer or from a customer-requested address change after shipment—including carrier address-change fees, forwarding charges, redelivery charges, storage charges, or return transportation costs—those actual costs are the customer's responsibility.
Please verify your delivery address carefully before completing your order.
DELIVERY CONTACT & REDELIVERY
Please provide an accurate telephone number and other valid contact information when placing your order.
For scheduled, freight, or appointment-based deliveries, the carrier may contact you by phone, text message, email, or other delivery notification.
Please monitor these communications and respond promptly when an appointment or delivery confirmation is required.
If a delivery cannot be completed because the carrier is unable to reach the customer, no eligible recipient is present, the customer misses a confirmed delivery appointment, access to the property is unavailable, or another customer-related issue prevents delivery, any resulting redelivery fee, rescheduling charge, storage fee, or other actual logistics cost may be the customer's responsibility.
RECEIVING & INSPECTING YOUR ORDER
Please inspect the outer packaging, product, and included components immediately upon delivery.
If the packaging shows visible damage when it arrives, please note the condition on the delivery receipt or carrier record whenever possible. Suitable descriptions include “Package Damaged” or “Damaged Upon Delivery.”
Visible shipping damage must be reported to Houlte within 24 hours of delivery, in accordance with our Return & Refund Policy.
When reporting shipping damage, please retain the product, shipping label, original carton, foam, protective materials, and other packaging. We may ask you to provide clear photographs of the shipping label, damaged outer packaging, and affected areas of the product, as well as video where reasonably necessary.
Please do not discard the original packaging or protective materials until you have inspected the product and confirmed that your order has arrived in satisfactory condition.
If your product will remain stored during a renovation or other project, it should still be inspected upon delivery.
For complete requirements regarding damaged, defective, incorrect, or incomplete products, please refer to our Return & Refund Policy.
ORDER CHANGES & CANCELLATIONS
You may request to modify or cancel a standard order within 24 hours of placing the order and before the item has shipped, without incurring a cancellation fee, provided that the request is submitted within the applicable cancellation period.
After this period has expired, the order will proceed as scheduled, and subsequent customer-requested changes or cancellations will be subject to the applicable 20% restocking fee under our Return & Refund Policy.
Once an order has shipped, Houlte can only attempt to contact the carrier to request an interception or return. Successful interception cannot be guaranteed.
If interception charges, return transportation costs, storage fees, redelivery charges, or other actual logistics expenses are incurred because of a customer-requested cancellation after shipment, those applicable costs may be deducted from the refund.
REFUSED OR FAILED DELIVERIES
Refusing delivery does not constitute a free cancellation.
If a customer refuses an order, does not cooperate with a scheduled delivery, provides an incorrect address, or otherwise causes the shipment to be returned, applicable transportation, return, storage, redelivery, or other actual logistics costs may be the customer's responsibility.
Any refund associated with the returned order will be handled in accordance with the applicable provisions of our Return & Refund Policy.
MULTIPLE-PACKAGE SHIPMENTS
Some furniture and lighting products are shipped in more than one package.
Packages belonging to the same order or product may travel separately and may not arrive on the same day.
If you receive only part of your shipment, please review all tracking numbers associated with the order before reporting an item as missing.
If tracking has not updated for an extended period, a shipment is marked as delivered but cannot be located, or all packages are shown as delivered but a component is still missing, please contact Houlte Customer Care. We will assist you in reviewing the shipment and, where appropriate, opening an inquiry with the carrier.
CONTACT HOULTE
For questions regarding shipping, tracking, delivery appointments, address changes, damaged shipments, or delivery exceptions, please contact Houlte Customer Care.
Email: service@houlte.com
Phone: +1 (720) 573-2705
WhatsApp: +1 (213) 270-4973
Please include your order number whenever possible so that we can assist you more efficiently.