Frequently Asked Questions
What does “availability” mean?
On every product page you’ll see “Availability” listed under the price and item number. This refers to when the merchandise is expected to leave our warehouse. While we always do our best to fulfill orders within their quoted lead window, availability times are estimated and may vary, especially during peak times and holidays. Once your order has shipped, the transit time for FedEx and Threshold deliveries within the contiguous U.S. is typically 5–10 business days. For In-Home Deliveries within the contiguous U.S., the transit time is typically 2–4 weeks.
I created an account but forgot my password. How can I get my password or create a new one?
How can I check my order status?
How do you calculate your shipping and handling charges?
We’re dedicated to offering the best shipping methods available to ensure that your order reaches you quickly and safely. Shipping rates will vary, based on the specified delivery method, shipping address and total price of the merchandise in your cart.
Do you charge sales tax?
HAY is owned by Herman Miller. Herman Miller is registered to collect sales tax in all 50 states and Puerto Rico, as required by law. Please know, your order(s) will be taxed unless valid tax exemption documentation has been received prior to order placement. Please visit your local store or contact us at 833-849-3025 for additional questions or support.
* Please Note: No sales tax is collected on the purchase of Gift Cards. However, purchases paid for with Gift Cards are subject to sales tax in accordance with applicable laws. All sales tax calculations are subject to revision and are recalculated on the day your order is shipped.
How is my order payment processed?
When you place an order, HAY contacts the issuing bank to confirm the validity of the payment method. Your bank reserves the funds until the transaction processes or the authorization expires, but this isn’t an actual charge. Some banks call authorizations “pending” or “processing” charges. For more information on specific policies regarding authorizations, contact the issuing bank.
Multiple charges for the same order:
Orders may be split into multiple shipments or even multiple orders. Because we charge for items when they're shipped, this may result in multiple charges. However, the total amount charged should add up to the amount displayed when you placed the order.
How can I return a product?
Click here to access our Return Policy.
What if I received damaged or incorrect merchandise?
In the event that you receive defective, incorrect or incomplete merchandise, please contact us right away so we can make it right. For faster assistance with a return or exchange claim, please email us at service@HAYus.com with your order number, contact information and photos documenting possible damages (if applicable). Please retain all items and packaging materials until your claim is resolved. If your replacement item is backordered or out of stock, we’ll notify you as soon as we have the estimated arrival date, or we may work with you to suggest a suitable replacement.
How do I change or cancel my order after I’ve placed it?
Due to our fast processing and fulfillment times, we’re unable to change an order once it’s been placed. (Please note: Payment is processed at the time of shipment.) If you need to cancel your order, please contact us right away at 833-849-3025. We’ll do everything we can to accommodate your request.
*Please Note: In-stock merchandise typically ships within 2–3 business days from the time an order is processed. Custom products are made just for you and therefore cannot be cancelled.
Where can I find details on shipping information?
Information on FedEx, Threshold and In-Home Delivery is located here.
Do you ship to Canada?
Yes. Shipping charges include all freight, duties and broker and clearance fees. For orders shipping to Prince Edward Island, please call 833-849-3025 for assistance. For more details on shipping to Canada, click here.
Do you ship Internationally?
Click here to access information regarding international shipping.
Can I pick up my order from a HAY store?
At this time, we don’t have the capacity to hold merchandise at our store locations for pickup. All merchandise ships from our U.S. fulfillment center in Kentucky.
May I ship my order to a HAY store?
At this time our stores do not have the capacity to hold clients’ orders.
How do I create a “wish list”?
Please register before creating a wish list. If you’re already a registered user, please enter your username and password. Once you’re logged in to your account, you can add items by clicking “Save to Wish List” on any product page.
How can I request a swatch?
Free swatches are available for most products and can be requested at HAY stores, online at hay.com or by calling 833-849-3025.
How can I be removed from the email list?
Please click the removal link (located at the bottom of our emails), or send the email address you want removed to firstname.lastname@example.org, with “unsubscribe” in the subject line.
When will my order incur storage fees?
We allow 10 calendar days for you to accept your order without fees, after which you’ll begin to incur daily storage fees of $10 per day, per order. Click here to access information regarding our storage fees.
What is your price adjustment policy?
A sale price credit will be honored if an item goes on sale within 14 days after an order is placed. The credit will be applied to the original source of payment for the difference between the price that was charged and the sale price.
Important Pricing Note
Prices shown are U.S. Domestic prices and apply to orders shipped within the United States. Prices do not include sales tax or shipping and are subject to change. All pricing errors are subject to correction.
Is your website secure?
This site has security measures in place to protect against the loss, misuse and alteration of the information under our control. All orders are transmitted over secure Internet connections using SSL (Secure Sockets Layer) encryption technology. All of your personal information, including your credit card information and sign-in password, is stored in encrypted format at all times. This website, and more important, all user information, is further protected by a multilayer firewall-based security system.