FAQs

Find quick answers about ordering from BetterHomeLive. If you still need help, email support@betterhomelive.com.

Orders

How do I place an order?

Choose a product and any available options, add it to your cart, and complete checkout. Review the product, quantity, shipping address, discount code, and payment information before submitting the order.

Will I receive an order confirmation?

Yes. An order confirmation is sent to the email address entered at checkout. If you do not see it, check your spam or promotions folder and confirm that the email address was entered correctly. Contact us if you still cannot locate it.

Can I change or cancel my order?

You may request a change or cancellation within 12 hours of placing the order by emailing support@betterhomelive.com.. Include your order number and the requested change.

We will make a reasonable effort to help, but approval depends on the order’s processing status. Orders cannot be canceled after shipment, and a request is not complete until BetterHomeLive confirms it.

Can I change the shipping address?

Email us within 12 hours with your order number and complete corrected address. We cannot change an address after shipment and may be unable to change it once processing has begun.

Customers are responsible for reviewing the address before checkout. Additional shipping costs caused by an incorrect or incomplete customer-provided address may be charged when a package must be resent.

Why might items from one order arrive separately?

BetterHomeLive works with multiple fulfillment centers. Items may be shipped in separate packages based on inventory and fulfillment availability. If an order has multiple shipments, available tracking details will be provided for each one.

Shipping

Where do you ship?

BetterHomeLive currently ships only to addresses in the United States.

How long does order processing take?

Orders are generally processed within 1–3 business days. Business days do not include weekends or U.S. holidays.

How long does shipping take?

After processing, standard shipping is estimated to take 7–15 business days. This is an estimate, not a promised delivery date. Weather, peak periods, operational disruptions, address issues, and other events outside our reasonable control may affect delivery.

Which carrier will deliver my order?

Carrier selection depends on the item, destination, and fulfillment center. We do not promise a specific carrier. Available tracking information will identify the shipment after dispatch.

How much is shipping?

Standard shipping is free when the merchandise subtotal is $59 or more after discounts and before taxes. For merchandise subtotals below $59, standard shipping is $6.99.

Will I receive tracking?

Yes, when tracking is available after shipment. Tracking can take time to show the first carrier scan.

What if tracking has not updated?

Carrier scans can be delayed. Allow a reasonable period for the next update, especially around weekends, holidays, or transfers between delivery networks. If there is no meaningful update for several business days, email us with your order number.

What if my package is delayed?

The 7–15-business-day transit range is an estimate. If we learn that an order cannot ship within the stated processing timeframe, we will contact you with an updated estimate and available options as required by applicable law.

For an order already in transit, contact us if tracking is substantially delayed. We will review the available shipment information and help determine the next step.

What if tracking says “Delivered,” but I cannot find the package?

Check the delivery area, mailbox, household members, neighbors, building staff, and carrier notes. Confirm that the order address is correct. If the package remains missing, contact the carrier and email us promptly. We will review the available tracking and delivery information; any resolution will depend on the investigation and applicable law.

Do I have to pay import taxes or duties?

Orders may be fulfilled from different locations. If import duties, customs charges, or similar fees apply to an order, they are the customer’s responsibility unless applicable law requires otherwise. These charges are not controlled by BetterHomeLive.

Returns and Refunds

What is the return window?

Eligible items may be returned within 30 days after delivery. You must contact us first and receive approval before sending the item.

What condition must a return be in?

The item must be unused, unworn, unwashed, undamaged, and returned with its original packaging, accessories, manuals, and proof of purchase, unless the return concerns a product that arrived damaged, defective, incomplete, or incorrect.

Which items are not eligible for a standard return?

Used items, opened personal-care or beauty hygiene products, custom or personalized products, gift cards, and products marked Final Sale are not eligible for change-of-mind returns.

Unopened personal-care or beauty hygiene products may be eligible if unused, with seals intact, and otherwise compliant with this policy. These exclusions do not limit the remedies available for items that arrive damaged, defective, incomplete, or incorrect.

How do I start a return?

Email support@betterhomelive.com. with your order number, the item, the reason for return, and relevant photos. If approved, we will provide return instructions and the appropriate return address.

Do not mail a return to an address found on a package, website directory, or other source. Unauthorized returns may not reach the facility assigned to your request.

Who pays return shipping?

BetterHomeLive pays reasonable authorized return-shipping costs when an item arrives damaged, defective, incomplete, or different from what was ordered.

For change-of-mind returns or customer selection errors, the customer is responsible for return shipping.

What if my order arrives damaged, incomplete, or incorrect?

Contact us within 7 days of delivery. Include your order number and clear photos of the product, packaging, and shipping label. Keep all items and packaging until we provide instructions.

How long do refunds take?

After an approved return is received, inspected, and approved for refund, the refund is issued to the original payment method. It generally appears within 5–10 business days after issuance. Banks and payment providers may require additional processing time.

Do you offer exchanges?

We do not process direct exchanges. Return the eligible item for a refund and place a new order for the preferred product or option.

Payments and Discounts

Which payment methods do you accept?

BetterHomeLive accepts Visa, Mastercard, American Express, PayPal, Shop Pay, Apple Pay, and Google Pay when displayed at checkout. Availability can vary by device and checkout setup.

Which currency do you use?

Prices and transactions are presented in U.S. dollars (USD). A bank or payment provider may apply its own conversion rate or fees when an account uses another currency.

Why does my payment show as pending?

A temporary authorization may appear when an order is submitted. This checks whether the payment method is valid and funds are available. The timing of authorization, capture, release, and posting depends on the payment provider.

Why was my payment declined?

Check the card details, billing address, available funds, and any verification request from your bank. BetterHomeLive does not control a bank’s approval decision. Try another available payment method or contact the provider.

What if I see a duplicate or unfamiliar charge?

One entry may be a temporary authorization rather than a completed charge. Review whether each entry is pending or posted. If two completed charges remain, email us with the order number and non-sensitive transaction details. For an unfamiliar charge, also contact your payment provider promptly.

How do discount codes work?

Enter an eligible code at checkout before submitting payment. Codes may have dates, product requirements, minimum amounts, or combination restrictions. We generally cannot apply a discount code after an order has been placed.

Products and Safety

Where can I find product details?

Review the product page for available dimensions, materials, care instructions, included parts, power information, variants, and age guidance. Contact us before ordering if a detail important to your decision is missing.

Are colors and measurements exactly as shown?

Screen settings, lighting, measurement methods, and production batches can create small differences. Review written measurements and allow for reasonable measurement variation rather than relying only on photographs.

How do I decide whether an item is suitable for a child?

Review all age guidance, warnings, instructions, dimensions, batteries, and included parts. Adult supervision may be required. Do not give an item to a child when the age guidance or use instructions are unclear.

What should I check for electrical or battery-powered products?

Use the product only as described. Follow the charging and battery instructions, use an appropriate power source, and inspect the item and cable before use. Stop using it if you notice damage, unusual heat, odor, swelling, leakage, or exposed components.

Contact

How can I reach BetterHomeLive?

Email support@betterhomelive.com.

Support hours are Monday–Friday, 9:00 AM–6:00 PM Eastern Time. We usually respond within 1–2 business days.

For faster assistance, include your name, order number, checkout email, product name, and a clear description of the question. Add photos when reporting a product or delivery issue.