FAQ's

Welcome to StrucHaus. We've answered some of the most common questions about ordering, shipping, returns, payments, and privacy below. If you need additional assistance, please contact our Customer Support team at support@struchaus.com.

Orders

How do I place an order?

Browse our collection, add your desired items to your cart, and proceed to checkout. After your order is successfully placed, you'll receive an order confirmation email with your purchase details.

Can I modify or cancel my order?

Orders may be canceled free of charge before they have been processed for shipment. If you need to make changes or cancel your order, please contact us as soon as possible.

Once an order has shipped, it can no longer be canceled. If a shipped order is successfully intercepted or refused during delivery, applicable carrier fees, return shipping costs, or handling charges may be deducted from your refund.

Why was my order canceled?

In rare cases, StrucHaus may cancel an order due to inventory discrepancies, pricing errors, payment verification concerns, or other unforeseen circumstances. If we cancel your order, a full refund will be issued to your original payment method.

Will I receive an order confirmation?

Yes. After your order is placed, you'll receive an order confirmation email. Once your order ships, we'll send a second email containing your tracking information.

Shipping

Where does StrucHaus ship?

We currently ship to addresses within the continental United States.

We do not currently ship to:

Alaska
Hawaii
Puerto Rico
Guam
U.S. Virgin Islands
APO/FPO addresses
P.O. Boxes

Do you offer free shipping?

Yes. Free Express Shipping is available on eligible orders shipped within the continental United States.

Optional services selected during checkout, such as shipping protection or package protection, may include additional charges.

How long does shipping take?

Most orders are processed within 1–2 business days after payment confirmation.

Most customers receive their orders within 3–5 business days from the date the order is placed. Delivery estimates are provided for informational purposes and are not guaranteed.

Delivery times may vary due to weather, carrier delays, holidays, freight deliveries, remote locations, or other circumstances beyond our control.

Which shipping carriers do you use?

Depending on your order and destination, shipments may be delivered by UPS, FedEx, USPS, or freight carriers for oversized furniture items.

Will all of my items arrive together?

Not always. Orders containing multiple products may be shipped separately and arrive on different dates. Tracking information will be provided for each shipment.

How do I track my order?

Once your order has shipped, you'll receive a shipping confirmation email containing:

Your order number
Shipping carrier
Tracking number
Shipment status

Please allow up to 24 hours for tracking information to become active.

Returns & Refunds

What is your return policy?

Most eligible items may be returned within 30 days of delivery, provided they meet the return requirements outlined in our Return & Refund Policy.

Returned items must be unused, in their original condition, include all original packaging and accessories, and be accompanied by proof of purchase.

Which items cannot be returned?

Unless they arrive damaged, defective, or incorrect, the following items are not eligible for return:

Clearance or final sale items
Customized or made-to-order products
Products marked as non-returnable
Used, assembled, installed, altered, or modified items
Returns requested more than 30 days after delivery
Partial returns of bundled products

How do I start a return?

Please email support@struchaus.com with:

Your order number
The name used to place the order
The reason for the return
Photos, if applicable

Once your request is reviewed and approved, we'll provide return instructions.

Please do not return items without prior authorization.

Who pays for return shipping?

If you're returning an item because you changed your mind, ordered the wrong product, or no longer need it, return shipping costs are your responsibility.

If StrucHaus provides a prepaid return label, the actual return shipping cost may be deducted from your refund.

For confirmed damaged, defective, or incorrect items, StrucHaus covers all return shipping costs.

Do you charge restocking fees?

No. StrucHaus does not charge restocking fees on eligible returns.

When will I receive my refund?

Once your returned item has been received, inspected, and approved, refunds are typically processed within 3–7 business days to your original payment method.

Depending on your financial institution, additional processing time may apply before the refund appears in your account.

Damaged, Incorrect & Lost Orders

What should I do if my order arrives damaged?

Please contact us within 3 business days of delivery.

To help us resolve your request promptly, please include:

Your order number
Photos of the damaged item
Photos of the packaging
Photos of the shipping label

After reviewing your request, we'll provide an appropriate resolution in accordance with our Return & Refund Policy.

What if I receive the wrong item?

If you receive an item different from what you ordered, please contact us as soon as possible.

We'll arrange a replacement and provide a prepaid return label. If a replacement is unavailable, a full refund will be issued.

What if my package is lost?

If your tracking information shows the package was delivered but you cannot locate it, please:

Check around your delivery location.
Ask household members, neighbors, or building management.
Contact the shipping carrier for additional delivery details.

If the carrier confirms the package was lost in transit, StrucHaus will provide a replacement or a refund, depending on the results of the carrier investigation.

Products

Are your products new?

Yes. Unless otherwise stated on the product page, all products sold by StrucHaus are new.

Do your products require assembly?

Some products require assembly. If assembly is required, it will be indicated on the product page, and assembly instructions will be included when applicable.

Payments

What payment methods do you accept?

We accept major credit cards, debit cards, and other secure payment methods displayed during checkout.

Is my payment information secure?

Yes. Payments are processed through secure, encrypted payment providers. StrucHaus does not store your complete payment card information.

Will I be charged sales tax?

Sales tax is calculated and collected where required by applicable laws and regulations.

Privacy & Security

How does StrucHaus use my personal information?

We collect and use personal information to process orders, provide customer support, improve our services, prevent fraud, and comply with legal obligations.

For complete information about how your data is collected, used, and protected, please review our Privacy Policy.

Does StrucHaus share my information?

We may share information with trusted service providers, including payment processors, shipping carriers, Shopify, and other partners necessary to operate our store and fulfill your orders. We do not sell your personal information except as described in our Privacy Policy or as permitted by applicable law.

Customer Support

How can I contact StrucHaus?

If you have any questions before or after placing an order, our Customer Support team is here to help.

Email: support@struchaus.com

Live Chat: Available through our website during support hours.

How quickly will I receive a response?

We aim to respond to customer inquiries as quickly as possible during normal business hours. Response times may vary during weekends, holidays, or periods of unusually high inquiry volume.