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Where is my shipment? / How can I track my order?

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.

I have received an email that my order has been shipped but I cannot track it. What should I do?

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.

What if I didn’t receive my order/shipment confirmation email?

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.

I received a call from ‘Shipping Carrier X’ to schedule delivery of my order, but I thought DecorPlanet.com would be delivering my order. What else should I look out for?

*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.

What should I do if the driver will not allow me to inspect merchandise?

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.’

Someone other than myself will be receiving the delivery (my contractor).

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.

Which shipping carrier is going to deliver my order?

Carrier information is provided in the shipment confirmation email or posted to the ‘My Account’ customer portal. You may also contact customer service.

Merchandise was just left at my door. What do I do?

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.

The tracking information says that my shipment was received, but I didn’t receive it?

Please call our Customer Service department at (800) 504-9974 option 3 and report this issue.

Is there a way to expedite my order?

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.

I am not within the continental US, how can I obtain a shipping quote for Canada/Hawaii/Alaska/Puerto Rico? (What information do I need to submit?)

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.

What should I do if my shipment arrives damaged?

Please refer to section "RETURNS AND EXCHANGES DUE TO SHIPPING DAMAGE" of our Return Policy.

If my shipment arrives damaged and I report it upon delivery, how soon will I receive a replacement?

Replacement orders are typically estimated to ship per the lead time of the item (as quoted on the product page of the item). Items are not eligible for expedited shipping.

I am having issues with the product I purchased. How can I get a replacement or have the issue resolved?

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.

What is your return policy?

Please refer to our Return Policy.

Please follow the link below to view our full return policies: Our Return Policy.

What type of warranty do you offer on your products?

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.

Does the warranty on your products cover installation expenses?

Common to the industry, product warranties are not inclusive of either original or replacement installation fees.