Frequently Asked Questions
Need Help?
Global
If you have any questions about your order, please contact our Customer Service Department by calling toll free 1-877-380-3830 between 9:00 AM to 6:00 PM EST, or send an e-mail to [email protected] You can also 7/24 get in touch with our team via Live Chat on our website regarding all your inquiries.
All orders placed via our website are charged at the point of sale.
MY PRODUCT HAS NOT ARRIVED
Ask your family or neighbours if they have it delivered.
Sometimes carriers may incorrectly scan items that are still in transit and show them as "delivered". Although it can cause a stressful situation, it may not be anything to worry about. Your product will reach you within 6 days.
If your product is small enough to fit in the mailbox, it may be waiting for you there because carriers sometimes deliver it to your mailbox.
You can get delivery from your carrier by trying the following methods;
1) Use your tracking number to contact the carrier.
2) To contact FedEx, call 1-800-463-3339.
3) For UPS, call 1-866-742-5877.
TRACKING YOUR ORDERS
Before purchasing the product, you can check the "shipping and return" option for information about the delivery time. After ordering, remember that the delivery time changes according to the dimensions of your product;
The "estimated delivery time" on the my orders page shows the estimated time when the product will reach you.
The "estimated delivery time" on the my orders page shows the estimated time when the product will reach you.
The person assigned for the delivery will call you and inform you about the delivery date range.
To find out if you are at home at the scheduled delivery time, the delivery person may call you 30 minutes before reaching the address.
Updating Orders Before Shipping
Before an item has shipped, or is in the process of shipping, you can easily edit the details of your order online. From My Orders you can cancel, change the delivery method, or change the shipping address for each item.
Updating Orders In Transit
Once an item has shipped, a few extra steps are required to make adjustments. Unfortunately, items already in transit cannot be expedited.
FedEx or UPS
If you have a FedEx or UPS tracking number, you can update your order through FedEx Delivery Manager or UPS My Choice. Both give you the ability to:
Hold or delay packages
Pick up from a local FedEx or UPS location
Deliver to another address
Delivery on another day
Schedule a delivery window
Sign for packages online
All Other Carriers
If your item is not being shipped by FedEx or UPS, it’s considered a large item. You can make these changes to orders for large items:
Reschedule the delivery date and/or time window:
Follow the instructions listed in your schedule delivery date confirmation email.
Delivery dates cannot be adjusted within 24 hours of scheduled deliveries.
Change the delivery method:
Go to My Orders and choose "Change Delivery Method."
For more information on delivery method options, take a look at Shipping Large Items.
Change the shipping address:
Contact us for help!
All of our items are available to ship within the United States.
Vowecom is committed to ethical and responsible sourcing from its suppliers, and these steps make sure our suppliers share our commitment.
1. Verification of Supply Chains
Vowecom requires our suppliers to comply with applicable laws related to forced labor and human trafficking, as well as child labor, working hours, harassment, abuse, discrimination, product safety and factory security, in or as part of our supply chain. We focus our attention on suppliers that we believe source and/or manufacture in high-risk regions.
We expect that all of our suppliers adhere to the our Supplier Code of Conduct, which outlines our expectations about slave labor, human trafficking and other social responsibility matters, including:
Maintaining transparent and current books and records to demonstrate compliance with applicable law and industry standards. Any violation of applicable labor law is considered a breach of contract by the supplier.
Maintaining formal written disciplinary procedures for employees that engage in physical, mental, verbal, sexual or other harassing practices and to clearly communicate them to all employees and prospective employees.
2. Audits of Suppliers
Our Supplier Code of Conduct permits us or third party auditors to verify compliance with any aspect of our Supplier Code of Conduct at any time. Vowecom auditors are expected to understand our Supplier Code of Conduct, as well as local laws, rules and regulations in each applicable jurisdiction. Audits may be conducted on site and may involve discussions or interviews with workers and managers as well as a physical inspection.
Violations of the Supplier Code of Conduct are documented and each supplier is expected to prepare and implement a detailed corrective action plan. Unannounced follow-up visits also may be conducted to ensure that violations are addressed.
3. Certification of Suppliers
Our suppliers are required attest in writing that they comply with our Supplier Code of Conduct, the legal requirements of all of the countries in which it does business and standards of its industry.
4. Internal Accountability
Our Supplier Code of Conduct is also integrated into Vowecom's day-to-day operations. Vowecom's category management teams are required to comply with and understand the Supplier Code of Conduct, monitor our suppliers for their adherence to the Supplier Code of Conduct and submit reports to Vowecom's senior leadership about their steps to comply with the Supplier Code of Conduct.
Vowecom continually works to identify and address emerging supply chain risks for existing and new markets. This work helps us plan for future trends and respond quickly to political and environmental events. We also assess the need for additional measures to address the root causes of supplier non-compliance.
5. Training
Vowecom offers training to employees and management responsible for supply chain management to build understanding and capacity to identify and address slavery or human trafficking, as well as other social responsibility issues.
SHIPPING LARGE ITEMS
Where necessary, signature is required for delivery. Assembly services and unpacking are not included unless stated otherwise.
A delivery vehicle will arrive at your home within the scheduled time. Please note that you will need to unload the items from the vehicle and transport them to your home. It might be good for you to call in extra help.
The delivery team will unload your order(s) from the vehicle and place it outside your home. If downloaded, it's yours! It might be good for you to call for help.
The delivery team will unload your order(s) from the vehicle and place it outside your home. If downloaded, it's yours.
• You do not need to be at home or have a signature to accept the delivery. As long as the delivery team is satisfied that the area is safe, your products will be delivered.
• For apartments, your item(s) will be dropped off there. For any apartments or condos that have outer doors only, your item(s) will be left outside the front door.
• If you would like to reschedule your delivery, please contact the local delivery agent directly. Contact information can be found in the email detailing your delivery date and time window.
The delivery team delivers the item(s) to your home (including individual apartment units). If your order is inside your house, it's yours!
The delivery team is always ready to do the heavy lifting for you. They will leave your belongings in your garden, but we have one condition! They should be able to reach the garden without going through your house.
The delivery team continues to do the heavy lifting for you! They will bring your item(s) inside and place them in the room you want. If you wish, they will remove and destroy all unnecessary packaging for an additional fee.
Effortless delivery where the delivery team brings your products to the room you want, assembles them and unpacks them from your home.
Please note that the delivery team will not perform plumbing installation, electrical wiring, or services requiring the use of power tools!
*** Upstairs carrying limit of two flights of stairs (up to 15 steps each for each flight).
SHIPPING SMALL ITEMS
• One-Day Shipping: Within one business day.
• Two-Day Shipping: Within two business days.
• Express Shipping: Within one business day.
• Expedited Shipping: Within two business days.
• Ground Shipping: Within one to seven business days.
• Economy Shipping: Within three to eight business days.
Orders placed outside of business hours will be shipped the next day.
SHIPPING FEE
ORDER HELP
If we’ve sent you something you didn’t order, we want to get the correct item to you as fast as possible.
To get started:
1) Go to My Orders
2) Select “Replace Item or Parts”
3) Choose “Not what I ordered”
4) Pick your preferred resolution (refund or replacement)
5) We’ll provide return instructions
We’ll also send this info to the supplier so don’t receive the wrong item again! Be sure to complete this process within 30 days of the delivery date.
Cancelling an Order
You can request to cancel any order before it ships from My Orders. Cancellation requests are not a guarantee, as our cancellation system will not allow items to be canceled once they are preparing for shipment.
If you missed the window to cancel the order, you can always set up a return or exchange ahead of time, and then send the item back once it arrives. Please note, return shipping costs may apply!
What you can do if your Cancellation has been Denied
If you wish to keep your item(s) there is no further action needed.
If you wish to return your unwanted item(s) you can do so once you have received your item(s). To get started, view your recent orders and select the item you want to return.
Cancelling a Return
Already filled out the return form but changed your mind? Don’t worry! As long you still have the item in your possession, you can easily cancel the return from My Orders.
Cancelling a Handy or Home Service
Assembly or installation services can be rescheduled for free up to 24 hours before your scheduled appointment. Fees may apply for appointments that are canceled or rescheduled within 24 hours of the start time.
Cancelling an Email Subscription
You can unsubscribe or choose to receive fewer emails at any time. For more details, check out Email Subscriptions.
Is your new table missing a leg or new bookshelf missing hardware? Let’s get your assembly back on track!
We’ll send you replacement parts or hardware for free as soon as possible.
To get started:
1) Go to My Orders
2) Pick “Replace Item or Parts”
3) Select “Missing Parts”
4) Tell us what part you need
Be sure to complete this process within 30 days of the delivery date. We’re sorry for the inconvenience.
If a replacement part doesn’t solve the problem, you can request a refund or replacement item through My Orders.
Is your item damaged or missing parts? We’ve got you covered! See Damaged Items or Missing Parts for more information.
Returns
Most items can be returned within 30 days of delivery; however, some items are not eligible for return. Additionally, a modified return policy applies to some products, including mattresses and large appliances. For more details, please read our Return Policy.
Returns are seamless and easy, and you can do it online!
Visit My Orders and select “Return Item”.
Choose your return and refund method.
Check your inbox for a return confirmation email. We’ll refund you as soon as you send the item(s) back.
Return Shipping
Return shipping costs will be deducted from your refund and can vary depending on the location of the return.
For items delivered via UPS or FedEx: Print the shipping label from your return confirmation email, and bring the package to a nearby drop-off location.
For large, heavy, or fragile items delivered via special carrier: Follow the same steps above, but instead of printing a shipping label, we’ll coordinate for the carrier to pick up the item at your convenience.
Refunds
In most cases, when returning an item, you can choose between store credit or receive a refund to your original payment method. For more details, check out our Refunds article.
Canceling Returns
Already filled out the return form but changed your mind? Don’t worry! You can always cancel the return from My Orders.
Exchanges
If you’d like to exchange an item for a different color, different size, or different product altogether, we are happy to help you with that! The process is similar to a return, and all the same policies listed in our Return Policy apply. There are two ways to exchange an item, depending upon your preference.
Before the return: To receive the new item sooner, you can go ahead and place an order for the new item before you return the old item. We will credit your account or the original payment method once we receive the return. Please note, you cannot use your store credit until we have credited your account.
After the return: Follow the same steps as a regular return. Once you receive your refund, use your store credit or credit card to place a new order.
Return shipping costs still apply for all exchanges and will automatically be deducted from the refund amount.
Return services may be delayed as a result of COVID-19 safety measures.
We want you to feel like every item is the perfect match for your home. If it’s not the right fit, we’ll help you get it sorted and have you on your way.
You can return most items for a refund or store credit within 30 days of delivery. Return shipping costs apply, and the item must be:
In its original, undamaged condition
Disassembled, if the item was originally delivered disassembled
In its original packaging. If the original packaging is too damaged to be shipped back, you must use a similar sized box as the original or a box no longer than 108 inches.
There are a few items that can’t be returned:
Clearance items
Gift cards
Personalized items
Bundled items at discounted rates, e.g. “5 for $25” (unless the entire bundle is returned)
Items you have already assembled
Items marked “Non-Returnable” on the sale page
Open Box Items
Any outbound shipping charges collected on the order will not be refunded. This includes:
$4.99 shipping charge for orders under $35
Upgraded shipping charges (expedited, express, room of choice, etc.)
Assembly services included with delivery
However, if your item is damaged or defective, these exceptions do not apply. In this case, we’ll take care of it and work with you to find the best solution.
To start a return, visit My Orders. For step-by-step instructions, read our Returns and Exchanges article.
Refund Options
You can choose to receive store credit for your return, or have the original payment method refunded. Any associated return shipping costs will be deducted from the refund amount. More details can be found in Refunds.
Modified Return Policies
Our return policy is slightly different for some products and special-occasion purchases:
Mattress Return Policy
Every mattress comes with a 100-night free trial. If you’re not in love within 100 nights, you can arrange a free return or exchange it for a different one. The return or exchange option only applies once per order.
This excludes Mattress Toppers, Crib Mattresses, Air Mattresses and Open Box Mattresses.
Large Appliance Return Policy
You can return a large appliance within 30 days of delivery as long as it has not yet been installed and is returned in the original packaging. In rare cases, you might have to pay the manufacturer’s restocking fee.
Before installing the appliance, please double check the following when it arrives:
1) Scan the box for damage.
2) Make sure the product name and model number match your order confirmation.
3) Remove the packaging and inspect the appliance.
If you receive the wrong item or it arrives damaged, don’t accept the delivery. Tell your delivery representative(s) and contact us so we can arrange for a replacement. Once you have installed the appliance, it cannot be returned.
Wedding Registry Return Policy
Registry items can be returned at no cost to you in exchange for store credit for up to 90 days after the event. To start a return, contact a Registry Specialist with the product name or registry order number (found in Gift Tracker) with a reason for the return. This policy only applies to purchases made by guests.
Extended Holiday Return Policy
For all items purchased between November 1 and December 31, the deadline to return them is extended until January 31.
ACCOUNT HELP
I am being asked to reset my password. Why?
When Vowecom detects suspicious activity from an account we take the proactive step of locking that account. This serves the dual purpose of protecting the customer's information and preventing fraudulent activity from the account. If your account requires a password reset, we may have noticed suspicious activity linked to your account and therefore took steps to protect it. The only way to regain access to the account is then to reset the password.
One of the largest targets for modern hackers is credentials, meaning username and password. It is important to note that leaked credentials are not a result of compromised Vowecom systems. Malicious actors can gain access to your username and password in any number of ways: Phishing or the practice of sending individuals emails enticing them to divulge private information; installing credential stealing malware on an individual's machine capturing any usernames/passwords being entered by the user; or even from credential dumps from compromised websites. Attackers can then leverage stolen credentials against other sites to login to accounts. An easy way for users to mitigate this threat is to use unique passwords on each site, this way if your credentials are stolen or hijacked for one account it will not affect all of the others.
Protecting your usernames and passwords are very important to staying safe online. Using complex passwords and not sharing passwords across multiple sites are good ways to protect your online identity. The US Government maintains a good list of advice for creating and using passwords safely at https://www.us-cert.gov/ncas/tips/ST04-002 as well as a fairly expansive list of good cyber safety practices at https://www.us-cert.gov/ncas/tips.
Vowecom is committed to the responsible use of forest resources, including the wood used in our furniture. We view Forest Stewardship Council (FSC) certification as the gold standard and prefer to procure wood that is FSC certified. In instances where we cannot obtain FSC certified wood furniture from our suppliers, we will avoid the following:
Illegally harvested or traded wood
Wood harvested in violation of traditional civil rights
Wood harvested in forests that have been identified as High Conservation Value Forests, including Intact Forest Landscapes (IFLs)
Wood harvested from areas being converted from forests to plantations or non-forest uses
Through this policy Vowecom seeks to set a positive example for our peers and do our part in protecting the world's forests.
If you see any suspicious activity related to your Vowecom account or suspect that your account may have been compromised, you should contact us immediately. Examples of suspicious activity include:
Unrecognized Vowecomcharges on your credit card or bank account;
Changes to your Account Information (e.g., shipping address, phone number, email address) that you did not request;
Order confirmations you do not recognize; or
Other suspicious emails that may be a phishing or spoofing attempt.
**Please report any suspicious activity by contacting us here.
If you see an unauthorized order on your bank or credit card account, please also contact your bank or credit card company to alert them.
If you suspect that your account was accessed or used without your authorization, please reset your account password and delete any saved payment information. If you have the same login information for other accounts, we recommend changing your passwords at these sites as well. Be sure to create a password that follows our Security Best Practices.
We take online security very seriously. To protect your account, we recommend the following:
Use a strong and unique password
A strong password is a long phrase that contains upper case, lower case, numeric and special characters. A long password with a mix of characters is generally stronger than short passwords with more special characters. A password strength comes from how long it is and not necessarily from overall complexity. For example - Summer19TigerJacket is stronger and easier to remember than #ardPw132.
It is risky to use the same password on multiple online sites, because if your password for one site is hacked, it could be used to access any other account where you are utilizing the same password.
Password Tips:
Combine two or more unrelated words to form a phrase.
Create a unique password for each website account you create. One way to do that is to modify a baseline password by inserting a short reference to the applicable website's name, such as Summer_WF19TigerJacket.
Ensure you have long passwords with unrelated names.
Be creative with your passwords - do not use passwords like Vowecom123 or SecretPassword123. Even though they do seem to match the password requirements, they are not strong passwords.
Update your computer's software regularly
If your browser, operating system, or apps are out-of-date, the software might not be safe from hackers. Keep your software updated to help protect your account.
Be cautious of suspicious activity
Hackers and fraudsters can use emails, text messages, phone calls, and web pages to attempt to obtain personal information about you.
Treat your password like your toothbrush - never share it. Never give out your password to anyone.
Be wary of sharing sensitive information. Please keep in mind that Vowecom will never send you unsolicited email that asks you to provide sensitive information like your password, credit card information, social security number, tax ID, or bank account number.
Do not provide account or credit card information to a caller: Our customer service representatives will not request your credit card information unless you call to place an order.
Do not click links or open documents in emails: Do not open links or documents that you are not expecting, or look to be from untrustworthy websites or senders. Attackers try to trick you to click on malicious links or attachments in emails in order to route you to malicious web pages.
Our customers are at the heart of everything we do at Vowecom. This is why we incorporate data protection practices into our business processes to ensure we continue to deliver the best services to our customers.
General Policies: We collect and process customer information when you visit our sites and place orders as part of our standard business process. We treat your personal information with the highest level of care and attention. We train employees on how to protect information, and regularly review how we collect and process that information to provide the best service while maintaining privacy and protection for our customers.
European Data Protection: Our internal data protection policies are reviewed and updated to align with applicable legislation and integrated into our business functions. This allows us to process personal data safely and in accordance with our policies and applicable law.
Privacy Policy and Rights: We maintain and utilize a privacy notice/policy to provide transparency in our processing activities and convey the relevant information to our customers and website visitors. You can find more information on our privacy practices as well as further details regarding our processing activities here.
BILLING AND PAYMENT
What are my refund options?
You can receive a refund to Store Credit (never expires!) or to your original payment method, minus return shipping costs as per our Return Policy.
We do not Price Match
When will I receive my refund?
For store credit and gift card refunds, we’ll credit your account within 1 business day once we’ve received notification that you have returned your item(s).
For credit card refunds, we’ll begin issuing your refund once we’ve received notification that you have returned your item(s). Most banks will process the refund within 3-5 business days.
For all other refund methods, please allow up to 2 weeks for us to fully process your return and issue your refund.
To check the status of your refund, please visit the My Orders page.
Can I change my refund method?
You can change your refund method via the “Change My Refund Method” tool on the My Orders page only before you have returned the item(s).
We do not Price Match.
HOME SERVICES
When does my coverage begin?
Protection plan coverage begins the day your product is ordered.
If your product also has a manufacturer's warranty, coverage for product defects and mechanical or electrical failures begins the day the manufacturer’s warranty expires.
How do I submit a claim?
You can submit a claim to your protection plan provider (Warrantech, Allstate or Uniters) on their website or app, or give them a call at the phone number listed on your protection plan certificate.
Will I have to pay a deductible?
No, you won't have to pay any deductible.
Can I cancel my plan?
Yes, you can cancel your protection plan with any provider for a full refund within 30 days of purchase. After 30 days, your refund will be prorated. Previous claims and fees may be deducted from your refund.
For more information, see your plan's Terms & Conditions.
What does my protection plan cover?
Coverage details vary based on the protection plan provider listed on your protection plan certificate.
A Uniters protection plan covers all accidental stains (food, beverages, pet stains, etc.) as well as accidental damage (rips, tears, burns, punctures, scratches, gouges, chips, or dents). For mattresses, Uniters will cover cleaning or replacements for stains that occur from everyday, residential use while using the Uniters BedGard mattress protector. Mattress protection also covers structural damage after the manufacturer's warranty has expired for all products used in residential settings.
A Warrantech protection plan covers either the replacement or repair costs for parts and labor for mechanical or electrical failure due to defects in materials, workmanship.
An Allstate protection plan covers your Vowecom purchase from accidents, malfunctions and defects. (See coverage details below.) Intentional damage, loss, and theft are not covered.
Area Rugs
Coverage for accidental stains (food, beverage, pet, etc.).
Coverage for other accidental damage (rips, tears, burns, etc.).
Indoor & Outdoor Furniture
Coverage for accidents (like stains, rips, burns, and chips).
Coverage for common malfunctions (like broken hardware and seam separation).
Mattress Protectors
Coverage for accidental stains (food, beverage, pet, etc.).
Coverage for defects in material and manufacturing (for the mattress protector only).
Are there any coverage exceptions I should know about?
Coverage details vary based on the protection plan provider listed on your protection plan certificate.
Warrantech does not cover accidental damages such as drops and spills, or failure to comply with the manufacturer’s warranty. It also does not cover theft, damages caused by natural disasters, such as fire or flooding, or products used in commercial settings. For more information, please see the complete list of Warrantech exclusions.
Uniters does not cover damages caused by accumulation, neglect, abuse, or failure to comply with the manufacturer’s warranty. It also does not cover damages caused by natural disasters such as a fire or flooding, or furniture used in commercial settings. For more information, please see the complete list of Uniters exclusions.
Our top priority is the health and safety of our customers and service pros. In an effort to limit the spread of COVID-19, we’re recommending no-contact service appointments and have put a set of protective measures in place for both our customers and our pros. Following these guidelines will help ensure that your appointments are as safe and smooth as they can be.
We recommend communicating with your service pro in advance to have as little contact during your appointment as possible. Let’s work together to keep everyone safe during this time.
General Safety Guidelines
What can I do to help ensure a no-contact service appointment and minimize the spread of germs?
We highly recommend that you:
If possible, stay in a separate room while your service pro is completing the assembly/installation. If this setup isn’t feasible, then…
Stay six feet apart from your service pro at all times. Maintaining this distance helps prevent the spread of germs.
Wear a face covering. While your service pro is in your home, we recommend that you – and other household occupants – cover your nose and mouth with a cloth face covering, and maintain a distance of six feet when possible.
For in-room assembly, support our efforts to keep everyone safe and healthy by having all persons and animals in a separate room when possible or maintaining a safe distance during assembly/installation.
Avoid shaking hands with your service pro.
Communicate with your service pro via text or phone. Doing so will help minimize face-to-face contact during the appointment.
Clean and disinfect surfaces in your home. Thoroughly clean all of the surfaces that the pro came into contact with using alcohol-based disinfectant sprays or wipes.
Wash your hands before, during, and after the appointment. Wash them with soap and warm water for at least 20 seconds, or use hand sanitizer that contains 60%–95% alcohol.
Cover your mouth when coughing or sneezing. Use your elbow, not your hand!
For more information, review the CDC’s official safety guidelines.
Before Your Service Appointment
How should I prepare for my no-contact service appointment?
To help ensure a smooth no-contact appointment, please:
Inspect your item for any damage and give us a call if you notice anything missing or broken. That way, we can reschedule your appointment if necessary.
Clear a space for your service pro to work in. For a no-contact appointment, please choose an area that allows you to maintain six feet of distance from your service pro at all times. We recommend an area that is spacious, such as a garage, porch, or big living space. In order to minimize contact, your service pro will not be responsible for moving the item from its assembly or installation location to its permanent location.
Your service pro will call or text you the day before and day of your appointment. You and your service pro can work together to figure out a no-contact assembly/installation plan that you both feel comfortable with.
What should I do if I’m feeling sick before my scheduled service appointment?
If you, anyone in your home, or anyone you’ve had contact with has tested positive for COVID-19, is currently quarantining, or is showing any symptoms, please reschedule your appointment at least 10 days out when your symptoms have improved and once you’re better according to the CDC’s guidelines for when you can be around others. Reschedule your appointment here, or give us a call.
During Your Service Appointment
What should I expect when my service pro arrives?
Your service pro will call or text you when they arrive at your home. They should be wearing a cloth face covering when they arrive. (For a complete list of our safety guidelines for service pros, review the section titled “Safety Requirements for Service Pros.”) If your service pro isn’t wearing this protective gear, please call Vowecom Customer Service for support.
You can let the pro in yourself, or you can leave your door unlocked so that they can let themselves in. Remember to maintain a distance of six feet from the service pro at all times.
What should I do when the assembly/installation is finished?
Your service pro will let you know via text or phone that they’ve completed the assembly/installation. They should wait either outside, in another room, or six feet away while you inspect the item. Let the pro know (via text or phone, if possible) if the item is assembled correctly and their job is done, or if you think something’s wrong or missing.
In the event that you test positive for or are experiencing any symptoms of COVID-19 within 10 days of your completed service appointment, please call Vowecom Customer Service so that we can take appropriate steps.
Safety Requirements for Service Pros
What safety measures should my service pro be taking during the appointment?
To protect customers’ and service pros’ safety, pros will complete a daily health check and will be speaking frequently with our service pro support team to ensure that they are healthy before every job.
We’re also requiring that service pros follow several safety guidelines while on the job. Like with our customers, we’ve asked service pros to maintain at least six feet distance from customers throughout the service appointment, to cover their mouths with their elbows when coughing or sneezing, and to avoid shaking hands with customers. In addition, we’re requiring that service pros:
Wear a cloth face covering. Your service pro should keep their mouth and nose covered throughout the entire service appointment.
Use disinfectant. Your service pro should clean and disinfect the item they’re assembling, plus any other surfaces they may come into contact with.
Use hand sanitizer. Your service pro should sanitize their hands before entering your home, and again after they leave.
For more information, review the CDC’s official safety guidelines.
What should I do if my service pro isn’t following safety guidelines?
If your service pro is not following the above safety requirements or if you feel uncomfortable for any reason, please call Vowecom Customer Service for support. You may also ask your service pro to leave during your appointment – you won’t be charged a cancellation fee for doing so.
What is included in my service?
For a flat fee, this service includes the haul away and disposal of 1 customer supplied mattress and/or box spring.
What is not included in my service?
Your pro will not be able to remove any items that may put their health and/or personal safety at risk or, for services provided in California, any items not sanctioned by the California mattress recycling program. This includes but is not limited to:
Water bed removal
Sharp objects sticking out of the of the mattress
Active bed bug infestations
Heavily soiled or wet mattress
Anything that is not a mattress or box spring (e.g. mattress topper, pillow, sofa bed, crib, couch cushions, etc.)
Where is the mattress disposed of?
Our goal is to ensure pros provide the Mattress Haul-Away service in a sustainable way. Mattresses will be disposed of in a local recycling site or disposal site.
WEDDING REGISTRY
How can I add gifts to my registry?
There are endless ways to add the gifts you want. Explore our Curated Collections to browse current trends and our most popular items, or add gifts directly from your favorite brands. You can also use the Registry Checklist to make sure you’re not missing anything. Browse by style, category, and price to find everything you want in a flash. Look out for products and brands that will help you qualify for free Bonus Gifts from our premier partners.
Tracking My Gifts
How can I keep track of the gifts that have been purchased?
Visit Gift Tracker to see which gifts have been purchased, download a thank you note manager, and more. Purchased gifts will be marked on your My Items page.
How does flexible shipping work?
Flexible shipping gives you total control over your registry. You can choose when and where your gifts ship, or convert any gift to store credit before it ships. We’ll notify you each time a gift has been purchased off your registry to remind you that it’s waiting for you in Gift Tracker, ready to ship.
How does automatic shipping work?
If you select automatic shipping, all gifts purchased off your registry will ship to you as soon as they’re available. Note that you won’t have the same abilities when it comes to controlling the timing of shipments, changing shipping addresses, or converting gifts to credit that you have with flexible shipping. As gifts are purchased, they will automatically be sent to the shipping address on file.
How do I return a gift? Are returns free?
We offer free returns for store credit within 90 days. That means that if you’re not in love with a gift, you have 90 days to send it back to us (we’ll cover shipping). Once your return is received, we’ll apply store credit for the amount of the item's original purchase price to your account. To start a return, go to Gift Tracker.
How do I manage my shipping address(es)?
With our flexible shipping option, you can choose where you’d like to ship all your gifts the moment you decide to ship them. Managing multiple addresses has never been easier!
You can edit where your gifts will ship in Registry Settings. Planning a big move or looking to have your gifts shipped elsewhere? You can add a second shipping address, along with the date of when you want your gifts to head that way. Don’t worry about the address you put on file – flexible shipping allows you to confirm or change your shipping address for each gift before it’s sent out.
Can I edit my registry and add items once it's public?
Of course! Go to My Items to edit your gifts. You can switch the color or size selection of your gifts, update quantities, mark them as Most-Wanted or Group Gifts, and more. Just hit save and all of your changes will be visible to guests.
How do I manage my privacy settings?
You can control who views your registry and where they see it. Go to your Privacy Settings to make your registry public to guests. While your registry is private, only you will have access to it, and guests will not be able to view or purchase gifts.
You can also manage where your registry will appear elsewhere online (such as wedding websites like The Knot) within your Search Settings.
How do I manage my emails and notifications from Vowecom Registry?
You can manage all of your notification settings through your Vowecom account.
How long will my registry be active for? Will it ever expire?
Your registry will be active for 14 months after your big day.
Am I able to remove my registry from TheKnot.com and/or MyRegistry.com?
We make it easy to link your registry on TheKnot.com and MyRegistry.com. This can be done in Search Settings after you’ve made your page public in Privacy Settings. Many couples elect to share their registries with these sites, as it helps guests locate their registries online. You can deselect this option before making your registry public. If you would like to remove your registry from TheKnot.com or MyRegistry.com after this point, please contact us.
How can I personalize my registry?
You can visit My Registry to add a profile photo and leave a special note for your guests!
How can I tell my guests about the gifts I really want?
Go to My Items, find your favorite gifts, and select "Mark as Most-Wanted." We'll tag them with a star, letting your guests know they’re absolute must-haves!
How do I create a Vowecom Registry account?
If you already have a Vowecom account, you can use the same email address and password to join Vowecom Registry.
If you wish to create your registry using a different email address or if you are new to Vowecom, enter your desired email address to begin. You'll then enter a password, along with your full name and wedding date. If you don't have a date set, no problem! You can add it later.
How do I share my registry with friends and family?
When you’re ready to share your registry with your guests, go to Privacy Settings to make your registry public. Guests will then be able to locate your registry by searching for your name or your partner’s name in Find a Registry, or by using your unique registry URL. You’ll also be able to select “Share Your Registry” to directly copy your URL or share it to social media.
Once you’ve made your registry public in Privacy Settings, we make it easy to link it on TheKnot.com and MyRegistry.com from Search Settings. Sharing your registry with these sites will help guests find out where you’re registered.
How can my Registry Specialist help me?
Whether they're picking out the perfect plates or placing an order for your guests, our Registry Specialists are here to make your experience a breeze. Once you create a registry, you'll receive an email from your designated Specialist. This person will be your go-to contact to help you and your guests every step of the way.