Where is my order?

Most of what we sell moves by freight, not parcel, so the honest answer to “where is my order?” is a timeline rather than a dot on a map. Here is exactly what happens after you click buy, and who to call at each step.

After you order

  1. Right away — an order confirmation email. If it is not in your inbox within a few minutes, check spam; that address is where every later update goes.
  2. Within 2–4 business days — we email your tracking number once the order is processed and picked up.
  3. In transit — FedEx Ground takes 4–6 business days after the processing date. Freight (LTL) takes 4–12 business days after processing. ILVE products run 8–15 business days from the order date, because they ship from ILVE's own warehouse.
  4. The carrier calls you — anything over 155 lb (ranges, refrigerators, most hoods) moves by LTL freight, and the carrier phones you to book a delivery appointment. You are not waiting around all day, but you do need to answer that call — missed appointments can mean a redelivery fee.
  5. Delivery day — delivery is curbside. The driver will not bring the unit into the house, garage or kitchen, so line up help or your installer. Someone 18 or older has to be there to sign.

No tracking email yet?

If it has been more than 4 business days since you ordered and nothing has arrived, check your spam folder first, then get in touch — have your order number ready and we will chase the carrier for you.

If the crate arrives damaged

This is the one part where what you do in the first minute decides everything:

  • Photograph the damaged box before anything else.
  • Refuse the shipment and have the driver write the damage on the Bill of Lading or Freight Bill before he leaves. That note is what keeps the freight claim valid.
  • Email the photos to info@homecomfortsdepot.com within 24 hours of delivery.
  • Keep the box, packaging and pallet until you are certain everything is right.

Do that and the replacement costs you nothing. Full details are in our shipping policy.

Changed your mind, or the address is wrong?

Tell us as soon as you can. Once a freight shipment is moving, changing the delivery address costs $175, and cancelling after it has shipped is treated as a return — see the return policy for the restocking fee on your brand. Before the order ships, neither applies.

Talk to a person

  • Phone: (844) 441-2003 · Mon–Fri, 9 AM–5 PM ET
  • Email: info@homecomfortsdepot.com — or simply reply to your order confirmation, which keeps everything in one thread
  • Account: if you created one at checkout, your orders are at your account page
  • In person: our kitchen design studio at 41 Manchester Ave, Marlton, NJ 08053, open by appointment

Related: Shipping policy · Return policy · Contact us · Free Fit Check