Customer Service

 

Shipping

Most in stock orders ship within 1-3 business days from when the order is placed. Once your order has been processed to ship we are not able to cancel your order and a 15% restocking fee will be deducted if you choose to proceed with a return. If you choose to cancel your order before it ships you will be issued a full refund. After 1-3 business days from when you placed the order your tracking will be sent via the email provided. Please check your spam or junk folders if you do not receive it within that time frame. Most orders ship via FedEx Ground and arrive in 3-5 business days from the date of shipment. Certain manufacturers may vary depending on product availability. We do not ship to PO Boxes, APO, or FPO addresses. Orders placed with these addresses will be canceled or require an alternate address for delivery.

Shipping Information for Freight Carrier Deliveries

Due to the weight and/or size of certain items, they may need to be shipped via our freight carrier, Metropolitan Warehouse. Here’s what you can expect:

Scheduling a Delivery:

1. You will receive a phone call from Metropolitan Warehouse within 10 business days of placing your order to arrange a delivery time that works for you.

2. These items are typically delivered within a 2-4 week timeframe.

Changes and Cancellations:

- If you need to cancel or reschedule your confirmed delivery appointment, please be aware that a fee will be applied. 

*We reserve the right to cancel an order for any reason, at any time.

Privacy & Security

Decor Market is committed to protecting your personally identifiable information. As a reminder, Decor Market does not request personally identifiable information via e-mail or telemarketing. If someone contacts you in either of these manners and requests personally identifiable information on behalf of Decor Market, do not respond. These questions are not from us. Please note that your email address may be shared with Shopper Approved for customer feedback purposes only. If you have questions about our privacy practices, call us at 516-945-8000.

Returns & Replacements

Most merchandise that is shipped via FedEx is eligible for a return within 30 days of receiving the item. All merchandise after the 30 day period becomes final sale. There will be a 15% restocking fee deducted from your refund for items eligible for a return. *NOTE - Rugs are excluded from the 15% restocking fee. If you wish to return your item(s), please keep all the original packaging materials and package the item(s) as best and securely as possible. Please note we are unable to provide new shipping materials in the event they are discarded. After notifying us, we will email you a prepaid FedEx Ground shipping label and you can follow the instructions provided on the shipping label. Item(s) will need to be brought to your nearest FedEx location for drop off. If you need your item(s) picked up we can provide a pickup request for an additional fee. Once the tracking has confirmed arrival back to the warehouse, we will issue you your refund deducting the 15% restocking fee within a 2-3 week time frame. 

Ordering

You can place your order through our online store or by calling us at 516-945-8000. Our representatives can assist you with placing an order over the phone. We accept all major credit cards, PayPal, Apple Pay, and all sensitive data is encrypted. We take your confidentiality and security very seriously, so if there is anything we can do to make you more confident of that do not hesitate to let us know.

Payment & Pricing

We accept all major credit cards and PayPal transactions. Depending on the item and manufacturer, we are happy to offer a price match when applicable.

Viewing Orders

You can view all order information through your Decor Market customer account. After logging in, within the account dashboard on the left, you'll see a link titled My Orders which is where all past present order information is stored. Information such as order number, ship to/billing addresses, tracking and item details can be seen here. If you make an account after placing an order, you will not see that order in your account. Please contact us for additional order information. If there is any information not shown that you need do not hesitate to contact us.

Updating Account Information

You can update account information by signing in to your Decor Market customer account and using the Address Book and Account Information links, where you can edit or add billing/shipping addresses and the name/email address associated with your account. If you make any changes and or updates for a current order, please notify a Decor Market representative of this change. If you have any trouble updating your account information please contact us.

Lost or Stolen Package(s)

If you can't locate your package, here are some helpful steps to try to locate it:

1. Verify your shipping address. Check that your shipping address is correct on your order confirmation email. Please note that Decor Market is not responsible for incorrect address information once the order is placed and confirmed.

2. Search around your home or building and check with neighbors if possible. Look in different areas like backdoors, behind bushes, or at the address next door. Sometimes packages are left in unexpected places.

3. Give it three days. Occasionally, carriers mistakenly scan packages as "Delivered" even if they are still in transit. Give it three days as your package may show up within that time frame despite the false scan.

4. Check for a Photo Proof of Delivery. For FedEx deliveries, you can check if there is a Photo Proof of Delivery by clicking on your FedEx tracking number link. How can I contact the carrier regarding my missing package? To contact the carrier and initiate a claim please retrieve your tracking number and visit:

https://www.fedex.com/en-us/customer-support/claims.html.

You can also call 1-800-463-3339 for further assistance. 

5. What should I do if I have exhausted all options and still can't find my package? You can contact us to advise if there are any further resolutions.