Customer Support Policy
Customer Support Policy
Last Updated: June 2026
Our Commitment
At GOMYHOME, we believe great furniture should be backed by great service.
Our Customer Support Team is committed to providing prompt, professional, and friendly assistance before, during, and after your purchase. Whether you need help choosing a product, tracking an order, replacing a part, or resolving an issue, we are here to help.
How to Contact Us
Customer Support Email:
Business Hours:
Monday – Friday
9:00 AM – 5:00 PM Pacific Time (PST/PDT)
We strive to respond to all inquiries within 24 business hours.
Please note that response times may be longer during weekends, holidays, or peak shopping seasons.
Pre-Purchase Support
Our team is available to assist with:
• Product recommendations
• Product specifications and dimensions
• Material and color information
• Assembly questions
• Order and inventory inquiries
• Shipping and delivery estimates
We encourage customers to review product dimensions carefully before purchasing to ensure the item fits their space.
Order Support
After placing an order, our team can assist with:
• Order status updates
• Shipping and tracking information
• Delivery inquiries
• Address corrections (before shipment)
• Order cancellation requests (before shipment)
Once an order has shipped, modifications may no longer be possible.
Delivery Assistance
If your order experiences a shipping delay, lost package, or delivery issue, our support team will work directly with the carrier to investigate and provide updates.
Please allow carriers reasonable time to complete deliveries during weather events, holidays, or unforeseen transportation disruptions.
Damaged or Defective Products
If your item arrives damaged, defective, or missing parts, please contact us within 7 days of delivery.
To help us resolve the issue quickly, please provide:
• Order number
• Photos of the product
• Photos of the packaging
• Photos of the shipping label
• Description of the issue
Depending on the situation, we may offer:
• Replacement parts
• Product replacement
• Partial refund
• Full refund
Our goal is to provide the fastest and most practical solution possible.
Replacement Parts Support
Many furniture issues can be resolved through replacement parts.
If assembly hardware, cushions, legs, panels, or other components are missing or damaged, we may provide replacement parts instead of requiring a full return.
This approach often provides the fastest resolution and minimizes inconvenience.
Assembly Assistance
If you experience difficulty assembling your furniture, our Customer Support Team can provide:
• Assembly guidance
• Digital instruction manuals
• Assembly videos (when available)
• Replacement hardware
We recommend reviewing all instructions before beginning assembly.
Warranty Support
If your product is covered under a manufacturer’s warranty, our team will assist with warranty claims and replacement requests according to the applicable warranty terms.
Warranty coverage does not apply to:
• Normal wear and tear
• Improper assembly
• Misuse or abuse
• Commercial use unless specifically stated
• Customer-caused damage
Customer Satisfaction
Your satisfaction is important to us.
Before initiating a return, we encourage customers to contact our support team so we can explore alternative solutions such as replacement parts, product replacement, troubleshooting assistance, or compensation options when appropriate.
Our goal is always to find the most convenient and cost-effective solution for our customers.
Respectful Communication
GOMYHOME is committed to maintaining a respectful and professional environment for both customers and employees.
We kindly ask that all communications remain courteous and respectful. Abusive, threatening, discriminatory, or inappropriate behavior toward our staff may result in limitations on support services.
Feedback
We value customer feedback and continuously improve our products and services based on customer experiences.
If you have suggestions, comments, or concerns, we welcome hearing from you.
Thank you for choosing GOMYHOME.
We appreciate the opportunity to help make your home more comfortable, functional, and beautiful.