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Assistance

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Shipping & Order Status
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  • Shipping Information

    Shipping is the charge for catalog and internet order processing, item selection, packaging, transport, and handling. Shipping charges are based on the total cost of your merchandise and are determined according to the chart below. Due to item weight, size, and/or packaging, some items require additional charges. When you add one of these items to your shopping cart, this charge is noted as "Oversized/Overweight Shipping." Please add any Oversized/Overweight charges to the charges below to calculate your total shipping charge.

    Merchandise Total**
    Standard
    Two-day
    Overnight
    $50.00 and under
    8.00
    18.00
    25.00
    $50.01 - $100.00
    11.00
    21.00
    28.00
    $100.01 - $150.00
    17.00
    27.00
    34.00
    $150.01 - $200.00
    22.00
    32.00
    39.00
    $200.01 - $250.00
    27.00
    37.00
    44.00
    $250.01 - $300.00
    33.00
    43.00
    50.00
    $300.01 - $400.00
    39.00
    49.00
    56.00
    $400.01 - $500.00
    50.00
    60.00
    67.00
    $500.01 - $600.00
    55.00
    65.00
    72.00
    $600.01 - $700.00
    65.00
    75.00
    82.00
    $700.01 - $800.00
    75.00
    85.00
    92.00
    $800.01 - $900.00
    85.00
    95.00
    102.00
    $900.01 - $1,000.00
    95.00
    105.00
    112.00
    $1,000.01 - $1,250.00
    110.00
    120.00
    127.00
    $1,250.01 - $1,500.00
    120.00
    130.00
    137.00
    $1,500.01 - $1,750.00
    130.00
    140.00
    147.00
    $1,750.01 or more
    150.00
    160.00
    167.00
    **Total value of merchandise before tax or other charges.

    Note:If your purchase requires Oversized Shipping, or if you select one of our Express Shipping options, those charges are applied in addition to the standard shipping charge.

    Special shipping requests, including specification of carrier and/or future delivery dates, may incur additional charges. Shipping times are not guaranteed, notwithstanding additional charges, but are our best approximation and will vary with specific requests such as gift packaging and monogramming. Shipments and deliveries occur only on weekdays. Shipping is subject to change and will be determined at time of order, and is subject to the following:

    Standard Shipping - Unless an expedited service is requested, your order should arrive in approximately 5-7 business days after shipping if ordered by noon Central time. Furniture and rug delivery can take up to 12 weeks. We will tell you the approximate delivery date when you place your order, and it can also be found at Horchow.com.

    Two-Day Shipping - If requested, add $10.00 to standard shipping. Your order should arrive in two business days after shipping if ordered by noon Central time. Please note: two-day orders placed after noon Central time on Friday or on Saturday will be processed Monday and should arrive in two business days after shipping. Some heavy or bulky items may not qualify for this service. A signature may be required and additional charges may be assessed if more than one attempt is made for delivery. This service is not available for some zip codes.

    Overnight Shipping - If requested, add $17.00 to standard shipping. Your order should arrive the next business day after shipping if ordered by noon Central time. Please note: overnight orders placed after noon Central time on Friday or on Saturday will be processed Monday and should arrive the next business day after shipping. Some heavy or bulky items may not qualify for this service. A signature may be required and additional charges may be assessed if more than one attempt is made for delivery. This service is not available for some zip codes.

    Alaska, Hawaii, Puerto Rico and Guam Deliveries - Add $5.00 to the applicable shipping charges. Your order should arrive in approximately 7-10 business days if ordered by noon Central time.

    International Deliveries - At this time, it is not possible to specify international destinations and U.S. territories when placing an order online. However, you may have your Horchow.com purchase shipped to an international address by calling 1.972.556.6076. Duties and taxes will be the responsibility of the recipient.

    Additional Address - Please add $8.00 to the applicable shipping charges for each additional delivery address.

    Perishable Goods

    When ordering, please be prepared to provide each recipient's telephone number(s).

    Most perishable items are shipped directly from our vendors via air within the contiguous U.S. only and cannot be delivered to APO, FPO, or P.O. Boxes.

    These items may incur a shipping charge. The shipping charge for these items are added per item and not calculated on the total dollar amount for all perishable items. Perishables and calculated separately from non-perishable items in your order.

    Horchow logo

    Shipping charges of Perishable Goods

    Chart Denotes a Dollar Amount Per Item Please Add
    $25.00 and under
    $9.00
    $25.01 - $50.00
    $12.50
    $50.01 - $75.00
    $15.50
    $75.01 - $100.00
    $18.00
    $100.01 - $125.00
    $22.00
    $125.01 - $175.00
    $26.50
    $175.01 - $250.00
    $29.00
    $250.01 and over
    $32.00

    Perishables are delivered Tuesday through Friday only; no Saturday, Sunday, Monday, or holiday deliveries. Gift packaging is not available.

    Items arrive in separate boxes and incur separate overnight shipping charges. To ensure product quality, all perishable items (except our complete meals) are packaged individually. Multiple orders of the same item cannot be combined. Our complete meals incur only one shipping charge, making them an exceptional value.

    Any cancellation must be requested at least four (4) days prior to the delivery date.

    Unless noted, most garnishes are not included, but are added as an inspiration for your own presentations.

    Last Updated September 24, 2018

  • Additional Shipping Information

    • Items ordered together may be shipped separately. Total shipping charges will be divided between all shipments but not necessarily evenly.
    • For orders that require more than one package, the additional charge for second business day and next business day deliveries will be per package.
    • Returns may affect final shipping charges. Shipping charges are not refundable unless merchandise is damaged or defective. Returns for reasons due to Horchow will receive shipping credit as shipping was allocated, which may result in a final shipping charge after return that differs from quoted rates.
    • For orders of multiple items from different catalogs, shipping charges will be based on the information in the most current catalog.
    • Shipping charges may vary for catalog orders and online orders.
    • Items requiring special delivery have shipping charges indicated on the product page. For those items only, the amount displayed is the total shipping charge.
    • In compliance with U.S. Department of Transportation rules, restricted items such as fragrances must be delivered via standard shipping and cannot be shipped to APO, FPO & DPO addresses.

    Last Updated September 24, 2018

  • Product Pricing

    The prices displayed on this Web site are quoted in U.S. currency and as such are valid only in the United States. Prices are subject to change at any time.

    If, within 30 days of purchasing an item from a Horchow catalog, you find the same item at a sale price in a subsequent Horchow catalog, please call toll-free 1.877.944.9888. We will be happy to credit your account for the difference between the original and sale prices.

    Employee discounts will not be honored for orders submitted through Horchow.com.

    If you have any questions, please call toll-free 1.877.944.9888 or click to send us an e-mail.

  • Payment Options

    Credit Cards: Horchow.com accepts the following credit cards for online purchases:

    • The Neiman Marcus Credit Card
    • American Express
    • VISA
    • Mastercard
    • Discover Card
    • Diner's Club
    • Bergdorf Goodman Credit Card

    The total dollar amount of your order is allocated at the time your card is approved, although payment (transfer of funds) does not occur until the order ships. If the amount charged exceeds your credit limit, your order will be automatically canceled.

    Registering for the Neiman Marcus credit card

    When you complete an online application for a Neiman Marcus credit card, you submit certain personal information. We assure you that this information will not be released to a third party except in accordance with Neiman Marcus' financial privacy policy. This policy will be mailed to you with your Neiman Marcus credit card if your application is approved.

    Debit Cards: Payment is deducted from your account at the time your card is approved. A receipt is included with each order.

    Gift Cards: Horchow.com accepts both Horchow and Neiman Marcus Gift Cards - in both traditional and virtual forms - for online purchases.

    • During checkout, you will be instructed to enter the card number plus the four-digit security code (both are on the back of the card).
    • If you are paying with more than one Gift Card, you cannot choose the amount to be deducted from each card. The balance due is deducted first from the card with the lowest available dollar value and then from remaining cards in ascending order of dollar value.
    • If your order total exceeds the value of your Gift Card(s), the balance remaining must be charged to a credit card (see below). Your credit card information can be entered on the Payment screen.
    • If your order total is less than the value of your Gift Card(s), the unused value will remain on the card for a future purchase.
    • If you cancel your order after it has been shipped, or if you return the merchandise, a refund check will be mailed to you.
    Buy a Horchow Gift Card
    Check your Horchow Gift Card balance

    Gift Card Terms & Conditions

    The following Terms and Conditions govern your use of the Horchow Gift Card and they may only be modified in a writing signed by both parties:

    • Horchow Gift Cards may be treated the same as cash.
    • Horchow Gift Cards are not redeemable for cash, nor can they be returned for a cash refund.
    • Horchow Gift Card actual cash value is 1/10 of one cent.
    • Horchow Gift Cards cannot be purchased with an Horchow Virtual Gift Card, nor can they be used to purchase an Horchow Virtual Gift Card.
    • Horchow Gift Cards cannot be applied as payment on Neiman Marcus Credit Card accounts.
    • The Horchow Gift Card is immediately redeemable once your recipient receives the Horchow Gift Card via standard shipping (we'll send up to three days after processing your order).
    • Sales tax is applicable on any merchandise purchased with a Horchow Gift Card.
    • Delivery to an incorrect but deliverable shipping address is the sole responsibility of the purchaser.
    • Delivery to a nonexistent shipping address is the sole responsibility of the purchaser.
    • Horchow is not responsible for lost or stolen Horchow Gift Cards.

    Virtual Gift Card Terms & Conditions

    The following Terms & Conditions govern use of the Horchow Virtual Gift Card. Any modification must be in writing and signed by both parties.

    • Horchow Virtual Gift Cards may be treated as cash.
    • Horchow Virtual Gift Cards are not redeemable for cash, nor can they be returned for a cash refund.
    • The actual cash value of a Horchow Virtual Gift Card is 1/10 of one cent.
    • Horchow Virtual Gift Cards cannot be purchased with a traditional Horchow Gift Card, nor can they be used to purchase a traditional Horchow Gift Card.
    • Horchow Virtual Gift Cards cannot be used as payment on Neiman Marcus Credit Card accounts.
    • A Horchow Virtual Gift Card is immediately redeemable once the recipient receives our e-mail notification, which is sent within one business day of the completion of your order.
    • Sales tax is applicable on any merchandise purchased with a Horchow Virtual Gift Card.
    • Delivery to an incorrect but deliverable e-mail address is the sole responsibility of the purchaser.
    • Delivery to a nonexistent e-mail address is the sole responsibility of the purchaser.
    • Horchow is not responsible for lost or stolen Horchow Virtual Gift Cards.

    Federal Requirements

    To help the government fight the funding of terrorism and money laundering activities, Federal law now requires Horchow and other retailers to obtain, verify, and record information that identifies customers in connection with certain gift card transactions. Such information includes your name, address, date of birth, and other identifying information, such as your driver?s license or passport number.

    Horchow understands how important it is to our customers that such information is kept confidential. We will not use or transfer your information for any purpose other than as permitted or required by law, except with your consent.

    The new law also restricts our ability to offer gift card cash redemptions (other than minimal amounts required by law). In addition, certain returns may need to be processed at the Store Credit Office.

    We appreciate your cooperation with these new requirements. If you have any questions or concerns, please contact customer service at 1.800.685.6695.

  • Neiman Marcus Credit Card

    APPLYING FOR A CARD

    How do I apply for the Neiman Marcus credit card?

    It's simple—just fill out our online application. Please allow ten business days for us to review your application.

    This process is completely secure, and the personal information you submit is protected. We won't release any information concerning your credit application to a third party except in accordance with our privacy policy, which will be mailed to you with your NM credit card.

    I recently applied for a Neiman Marcus credit card. What is the status of my application?

    Our review process takes up to ten working days. If ten business days have passed since you submitted your application, please contact Credit Services at 1.800.685.6695 or via email.

    CONTACTING CREDIT SERVICES

    How can I contact Credit Services?

    Telephone:
    Credit Services is available from 8am-7pm, CT, Monday through Friday, and Saturday, 9am-1pm CT. Call toll-free at 1.800.685.6695. If you are in an international location or cannot use toll-free numbers, please contact us at 214.761.2660.

    Fax:
    You may also fax Credit Services at 214.761.2779.

    PAYING MY BILL

    Can I pay my bill online?

    You can now make a payment, view, and manage your Neiman Marcus account online.

    We also offer additional methods of making a payment to your Neiman Marcus account:

    By Mail:
    Please mail your payment to:

    Neiman Marcus
    P.O. Box 5235
    Carol Stream, IL 60197-5235

    By Express Delivery:
    If you're concerned about your payment arriving by its due date, send it via Federal Express, UPS, or another express delivery service to:

    Neiman Marcus/Capital One
    1301 East Tower Road
    Schaumburg, IL 60173

    In Store:
    You may also make a payment by visiting Customer Service at your local Neiman Marcus. To locate a store near you, please visit our online store locator.

    MY ACCOUNT

    Can I view my account information and balance online?

    You can now make a payment, view, and manage your Neiman Marcus account online. You may also call Credit Services at 1.800.685.6695

    Can I update my address online?

    Upon enrollment, your address can be changed using our online account management option. You may also call Credit Services at 1.800.685.6695.

    I have not used my card in several months. Is it still active?

    To find out, please contact Credit Services at 1.800.685.6695.

    How do I close my account?

    Please send your request in writing to:

    Neiman Marcus Credit Services
    P.O. Box 729080
    Dallas, TX 75372-9979

    Please clearly state that you'd like to close your account and include the cardholder's name, account number, and statement address.

    You may also contact Credit Services via telephone at 1.800.685.6695.

  • Furniture

    Furniture items are shipped directly from the manufacturer to your door. Second business day and next business day shipping are not available. These items cannot be delivered to APO, FPO, or P.O. Boxes. Please allow up to 4 to 6 weeks for delivery.

    Before placing a furniture order, measure doorways, stairways and designated location to be sure merchandise will fit.

    Most large pieces, determined by dimensions and weight, as well as certain items that require extensive assembly or setup, are delivered using our *White Glove service. Various other items will be delivered using our *Inside Entryway service.

    What is White Glove service? The Delivery Company brings the item into the room or area of choice (including up or down stairs), uncrates it, assembles it (if necessary), positions it, and removes all shipping materials. If you have any questions about White Glove Service, please call 1.800.649.5429.

    Is there a charge for White Glove service? White Glove service is included in the cost of shipping.

    How is White Glove service scheduled? Our designated Delivery Company for your area will contact you by telephone several days in advance to schedule a specific day and an estimated delivery time. White Glove service is not available on weekends or national holidays.

    What is Inside Entryway service? The Delivery Company delivers the item in the carton through the door of the residence or the garage door. The Delivery Company does not unpack, does not assemble, does not place in area or room of choice, and does not remove packing material. Inside Entryway service is available within the continental U.S. only and is not available on weekends or national holidays.

    Is there a charge for Inside Entryway service? There is no additional charge for Inside Entryway service.

    *White Glove service is included with delivery for items shipped to AR, AZ, CA, CT, FL, GA, IA, IL, IN, KS, KY, MA, MD, ME, MI, MN, MO, MS, MT, NC, ND, NE, NH, NJ, NM, NV, NY, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, WY and the District of Columbia.

    *White Glove service is available only in certain zip codes in Denver, CO and New Orleans, LA. For other zip codes/cities in Colorado and Louisiana, assembly arrangements and expenses are the responsibility of the customer. The Delivery Company will provide details when scheduling delivery.

    *White Glove service is not available for items shipped to AL, DE, or ID. Inside Entryway service is available in these states

    Furniture and all other White Glove and Inside Entryway items are restricted to the continental U.S. No deliveries to Alaska or Hawaii.

    Delivery Date & Time

    • The Delivery Company will contact you to arrange a date and time once the merchandise is ready to be delivered. If you are unable to keep your scheduled appointment, you will be charged an additional rescheduling fee.
    • Rush deliveries cannot be requested.
    • Deliveries are made Monday through Friday 8am - 5pm local time.
    • An adult at least 18 years of age must be present to accept and sign for the delivery.
    • Failure to accept delivery 30 days after initial contact by Delivery Company may result in a storage fee and/or cancellation.
    • Horchow partners with our Delivery Companies to ensure the merchandise chosen is delivered with the utmost care. Based on size and/or weight, some of our partners will have a one or two man team. Please click on the Important Delivery Instructions on your Order or Shipping Summary email for delivery details.
    • One Person Delivery - Brings the item into the ground level room or area of choice, uncrates it, positions it and removes all shipping materials They do not move existing furniture or attach any mirrors, pictures, etc. to walls. 
    • Two Person Delivery - Brings the item into the room or area of choice (including up or down one flight of stairs ), uncrates it, positions it assembles it (if necessary) and removes all shipping materials. They do not move existing furniture or attach any mirrors, pictures, etc. to walls. 
    • Please advise the delivery company of any of the following:
    • Locations: If you are in a remote and/or secluded area or any unusual site circumstances such as entry other than front door.
    • Stairs: How many flights/floors of stairs, spiral staircase, winding narrow, steep, sharp angles, skinny steps, banisters, railings etc.
    • Doorways: Size, angles, or obscure.
    • If the delivery is to a multi-story building, please confirm if there is an elevator large enough to accommodate the item.

    Customer Preparation

    We want your delivery to be smooth and uneventful. Please be prepared to make the following arrangements:

    • Clear a pathway and the area where you intend to place your merchandise.
    • Ensure flooring is protected.
    • The Delivery Company is not responsible for moving or disposing of your current furniture.

    Other Important Delivery Information

    The Delivery Company is chosen by the type, weight, and size of merchandise to ensure the utmost care is given to the delivery.

    Certain large pieces such as wall units and entertainment centers may not be delivered above the ground floor.

    We are not responsible for the installation of some large and heavy items, such as fountains, mirrors, or mantles, framed art, or for attaching headboards to walls.

    The Delivery Company may need to conduct a site visit to determine if a delivery with unique circumstances is possible and to determine any additional charges.

    Additional charges may be incurred for deliveries that require additional manpower, special time requests, or any stair carry above the second floor. Please advise the Delivery Company as noted in the Delivery Date & Time section above.

    Changes to the shipping address after an order has been shipped may incur an additional charge.

    You may be required to sign a waiver of liability if the carrier determines there is a high level of difficulty with the delivery.

    Certificates of Insurance: If your building requires a certificate of insurance, Horchow will provide one copy. If more than one certificate copy is required, it will be the responsibility of the customer. Horchow will not pay for multiple copies.

    Inspect your delivery prior to accepting and signing the delivery documents. All damages or missing parts must be identified upon the date of receipt. Claims at any later date will not be accepted. Please make any necessary notes on the documents provided by the Delivery Company and retain a copy for your records. If the furniture arrives defective, damaged or is damaged in the delivery/setup process, the Delivery Company will re-crate and return it at no charge. If it is returned for another reason, a pickup and/or restock fee may apply.

    We recommend a licensed plumber or electrician when applicable.

    Horchow merchandise is packaged for domestic sale only and is not intended or packaged for export. NMG is not responsible for any claims, including damaged merchandise, subsequent to re-shipment from the original delivery location by any carrier, freight forwarder, or other third party.

    The Delivery Company does not provide storage services.

    In order to protect all parties, we reserve the right to refuse delivery of said merchandise if it is deemed there may be inadequate preparation.

    Last Updated December 31, 2018

  • Price Adjustments

    Price Match

    Prices are subject to change. We are happy to honor requests for adjustment if your merchandise was purchased at regular price and then reduced within 10 days of purchase. This includes permanent Sale items and excludes temporary special promotion items. For questions and adjustments call 1.877.944.9888.

    Price Errors

    We work hard to ensure the accuracy of pricing on Horchow.com, but despite our best efforts, pricing errors may occur:

    • If an item's correct price is lower than our stated price, we will charge you the lower amount when your order is shipped.
    • If an item's correct price is higher than our stated price, we will, at our discretion, contact you for instructions before shipping. If we are unable to contact you after 15 days, we will cancel your order and notify you of such cancellation.

    Last Updated March 29, 2019

  • Order Form

    Click to download the printable order form
    (order form will print on a standard 8.5 x 11 page)

    > Adobe .Pdf format*

    If you prefer to mail or fax your order,
    please print out the form and mail it to:

    Horchow
    P.O. Box 650589
    Dallas, TX 75265-0589
    Fax: 972.401.6542

    order form

    *The .Pdf format requires Acrobat Reader to view.
    If you do not have Acrobat Reader installed on your computer, download it here.

  • Order Status & History

    Order updates: We will send updates regarding the status of your order, including when your item(s) ship*, to the e-mail address you provided when ordering.

    *Excluding items shipped from vendor.

    Whether you are a Registered Customer or a Guest, you can track your online order by clicking here.