Mon. - Fri.: 7 AM - 10 PM EST.
Sat. - Sun.: 9 AM - 9 PM EST.
Mon. - Fri.: 10 AM - 6 PM EST.
Sat. - Sun.: Closed.
We offer FREE SHIPPING on most orders over $99 in the 48 contiguous United States. All exceptions will have a shipping fee listed on the product page. Exceptions include but are not limited to:
Additional shipping fees will apply to shipments to Alaska, Florida Keys, Hawaii, Puerto Rico, US Virgin Islands and other territories accessible only by boat or by air (Nantucket, Martha’s Vineyard, etc.). Please note if you are shipping your items to one of the aforementioned locations, the additional shipping fees might be assessed after the order is reviewed by our Fulfillment Department. This process usually takes 1 to 3 business days.
Please note all our free deliveries are curbside, which means your item(s) will be delivered to the curbside, driveway or near your building. All freight deliveries will require a signature for release. For any special requests, i.e. inside delivery, white glove service, etc., please contact our Customer Service department prior to placing your order at 1-800-504-9972 option 3 or via email at [email protected]. Please note any additional charges billed by the shipping company for services not requested by DecorPlanet.com (reconsignment, re-delivery after a missed appointment, storage fees, etc.) are the responsibility of the customer.
We ship to all US states and Canada. Please note shipping fees, any potential duties, tariffs, customs or brokerage fees for shipments to Canada are the responsibility of the customer.
We are currently unable to ship:
The processing time varies by product brand and category. The usual processing timeframe, meaning the time it usually takes for the merchandise to leave the warehouse, can be located under the advertised price on the product page (Usually ships in …).
All Fresca Brand items ship with in 24 hours after the order is placed.
If your purchase contains more than one item, we will do our best to consolidate your order and ship as many products as possible in one shipment. Please note we reserve the right to split your order, which means you may receive shipments from various locations around the country.
In the unlikely event we are unable to fulfill your order or a part of it due to backorder or other unforeseen circumstances, our Customer Service team will reach out to you within 1-3 business days using the contact information on file.
Once your order is processed, it usually takes from 3 to 7 business days for the items to get delivered to you. The delivery timeframe might vary depending on the product and your shipping address.
Please inspect your package carefully when it arrives and note the condition of the box. If the packaging/box is damaged, please write DAMAGED on the delivery receipt, and accept the shipment. When you bring the shipment into your home, carefully inspect each item for damages and report them to us as soon as possible. If the damages are noted on the proof of delivery, we will be able to accommodate cost-free replacements if the damages are reported to us within 14 days of the delivery receipt.
If there is no visible damage to the packaging, please inspect the item for any concealed damage within 48 hours.
In order to qualify for a cost-free replacement, all concealed damages (damages that were not apparent until the package was open and that were not indicated on the proof of delivery/BOL) must be reported to us within 48 hours. This policy applies to both parcel and freight shipments, signature and not signature required.
Please follow the steps below to receive your FREE replacement:
Once we receive your damage report, our customer service team will review it and reach out to you within 24 to 48 hours with information about your replacement order.
Please note if our policy is not followed and concealed damage is reported past 48 hours of the delivery receipt, we are unable to provide cost-free replacement and all costs associated with replacing the damaged merchandise will be the responsibility of the customer.
Track the status of your order by clicking here. The ‘My Account’ customer portal provides a wide-range of useful information and resources. Use the portal to details like: Order Status, Shipping/Tracking Information, or to obtain a copy of your Invoice. Click ‘Account Login’ link in the upper right-hand corner. After you provide your email address and password (set at the time of purchase), you will be able to view all this information.
In some instances, you may receive a shipment confirmation without tracking details. This is generally the result of a carrier experiencing a delay in the automated posting of tracking details to our system, or it could be the result of a shipment coming to you directly from our distributor. Please check the ‘My Account’ customer portal (see Answer #1) for updates. If no update is available, please contact our customer service department via email: [email protected] or by calling: (800) 504-9974 option 2.
All communications from DecorPlanet.com are sent to the email address on file. Unless you have updated it, the email address was set at the time of purchase and is the same as your login for the ‘My Account’ customer portal. Please check your spam/junk folders for emails from [email protected], and be sure to add *.decorplanet.com or decorplanet.com to your approved sender’s list. If you still cannot locate a message or you do not know which email address you registered with us, please contact our customer service department via email: [email protected] or by calling: (800) 504-9974 option 2.
*DecorPlanet.com has an internal delivery department and a fleet of courteous and professional delivery vehicles (the drivers aren’t bad either...) serving the NY-NJ-CT-PA metropolitan area. But, for shipments outside of the local delivery area, we leverage a vast network of parcel and common carrier shipping carriers to deliver your order.
*It is imperative that you are prepared to receive your shipment at the scheduled time. Remember, deliveries are curbside only, so recruit your contractor or friends to help you bring the goods inside the home.
*Inspect all shipments upon arrival for damage before signing the delivery receipt. Please refer to the "Guidelines for Inspection" provided in your shipment confirmation email. Proper inspection is a critical component to DecorPlanet.com being able to provide you with a no-cost replacement of goods damaged in transit.
If a non-DecorPlanet.com truck driver is not giving you the time to inspect the shipment, make a note on the Bill of Lading: "driver did not allow for inspection.” Or, alternatively, ‘Subject to Inspection.’
Please send an email to our customer service department ([email protected]) with the name, phone number and your permission for the alternate person to inspect and receive the merchandise on your behalf.
Carrier information is provided in the shipment confirmation email or posted to the ‘My Account’ customer portal. You may also contact customer service.
This is never done at the request of DecorPlanet.com. In the event this is your experience, please inspect the merchandise immediately and take photos of any damage. In any case, please inform our customer service department via: [email protected] or (800) 504-9974 option 3.
Please call our Customer Service department at (800) 504-9974 option 3 and report this issue.
Most orders usually ship within 1 to 3 business days after payment and address verification are received, and then transit times vary between 2-7 days. To determine if your shipment is eligible for expedited service, please contact our customer service department at (800) 504-9974 option 3. Please note: expedited services are not part of our ‘Free Shipping’ program.
Depending on your delivery area and the carrier’s capabilities, ‘white glove’ service may be available at an additional charge. Please contact our customer service department for availability and a quote at (800) 504-9974 option 3.
Please send a list of your desired product codes and your shipping address to our Customer Service department at [email protected] to receive a shipping quote. Please BE ADVISED, any potential duty, tariff, customs or brokerage fees are the responsibility of the customer, and may be in addition to the shipping charges.
Please refer to section "RETURNS AND EXCHANGES DUE TO SHIPPING DAMAGE" of our Return Policy.
Replacement orders are typically sent out within 24 hours of confirmation of noted damage on the Bill of Lading.
For the most efficient product support on your order, please email customer service ([email protected]) with photo or video documentation, as well as a detailed description of the problem.
Please refer to our Return Policy.
Please follow the link below to view our full return policies: Our Return Policy.
All Fresca products, our premier brand, come with a 3 year warranty against defects. For specific warranty information on other products, please contact our Customer Service department.
Common to the industry, product warranties are not inclusive of either original or replacement installation fees.
Mulberry is the people-first platform for product protection - they work with us to provide you with extended coverage on the products you purchase from our site.
Along with comprehensive coverage for your products, Mulberry also offers the following:
Plus, Mulberry has received more than 500 positive customer ratings on Zendesk — the platform they use to manage customer service inquiries and claims.
It’s easy - just add a protection plan to your cart and check out! After you purchase coverage, you’ll receive a welcome email from Mulberry prompting you to activate your account. Activating your account will give you access to your dedicated warranty dashboard where you’ll be able to view your plan details and full contract terms, and file a claim as needed.
Mulberry makes it easy to file a claim online through their customer dashboard, no receipts needed! You can also contact their customer support team 24/7 at [email protected], or by calling 1-917-994-6394.
You’ll never have to pay any fees or deductibles when you file a claim with Mulberry.
Each Mulberry Protection Plan is tied to the specific product with which it was purchased. This means when you return or exchange your product, you will also need to cancel the warranty with Mulberry (and purchase a new plan if you prefer). If you cancel your warranty within the merchant’s return window, you will receive a 100% refund for your Protection Plan, minus any claims paid. For returns outside of the merchant’s return window, you will receive a prorated refund, based on the time remaining on your Plan, minus any claims paid.
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