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(800) 504-9974 Call Center Hours
 
Call Center Hours Are:
Sales

Mon. - Sun.: 10 AM - 7 PM EST.

Customer Service

Mon. - Sat.: 10 AM - 6 PM EST.

 

Shipping Policy

 

Are There Any Shipping Fees?

We offer FREE SHIPPING on most orders over $99 in the 48 contiguous United States. The exceptions include

  • American Standard Toilets ($49 shipping fee per item)
  • American Standard Tubs ($99 shipping fee per item)
  • Interior Doors ($199 flat shipping fee on any number of doors that are shipped together)

Additional shipping fees will apply to shipments to Alaska, Florida Keys, Hawaii, Puerto Rico, US Virgin Islands. 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 2 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.

Where can I ship my order?

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:

  • outside of the United States and Canada
  • to APO/FPO/DPO or PO-Box addresses

What Is the Processing Time?

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 …).

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.

How Long Does It Take for my Order to Arrive?

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.

How Do I Receive and Inspect my Item(s)?

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.

How Do I Report Damages and Receive a FREE Replacement?

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:

  • Take photos of the packaging
  • Take full view and close-up photos of the damaged item(s) clearly showing the issue
  • Email photos to [email protected] within 48 hours of receipt of the merchandise; please make sure to write “DELIVERY DAMAGE - your order number in the subject line of the email so that we can better assist you

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.