DECEMBER BLOWOUT SALE!

1-800-440-5919

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COMMON QUESTIONS

1. How can I track my order?
2. How do I return an item?
3. How much does shipping cost?
4. Is everything in stock?
5. Do you charge sales tax?
6. How do I cancel my order?
7. What is the shipping lead-time for my order?

1. How can I track my order?

Your order can be tracked online 24/7 by logging into your account. Click the "My Account" link at the top or bottom of any DecorIsland.com page to login and view your orders and their current status.

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2. How to proceed if you want to make a return and exchange:

Open a ticket on our support page, email customer service cis@decorisland.com or call us at 1-800-440-5919 Option 2. We will guide you through the process and insure your return or exchange will be hassle free. We cannot credit your account until the return has arrived at the appropriate warehouse with an authorized RMA or RGA number. All refunds will issued through the same method you used to pay for your original order. Ie; if you paid by credit card, we will issue a credit through your credit card company. Please note that if we miss your billing cycle on a credit card, your credit may not appear until the next statement. You can call the credit card company to see if credit has been applied. Exchanges: For items being exchanged, we will provide you with the RGA number to return to the specified warehouse. Once the return has been received at our location, we will go ahead and ship out the replacement item to you. Please see our complete return policy terms and conditions.

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3. How much does shipping cost:

Decor Island is pleased to offer our customers free shipping on the majority of items over $80.00. In general, we will ship, at no cost to you any product that is UPS or USPS shippable. Free shipping applies only to the standard ground method of UPS shipping. Our free shipping policy covers a vast majority of products on our site. In some cases, we may ask to cover our cost for extra insurance on an item. If this applies to the item you want, you will be notified of this in advance before we process your order. If you wish to upgrade your shipping method to 2 day air or overnight shipping, please notify us by using an online form, emailing us at cis@decorisland.com or by calling us at 1-800-440-5919 Option 1 for a specific quote. Items not handled by UPS or USPS are generally, large, overweight, and delicate items, such as bathtubs, porcelain items, toilets, or granite sinks. They require special handling and trucking in order to make sure they arrive in perfect condition. In general we crate these items and strap them to a skid. While we must charge for this, our sales representatives will be glad to discount the shipping rates in lieu of the free shipping option. Please notify us by using this online form, emailing us cis@decorisland.com or by calling us at 1-800-440-5919 Option 1 when ordering to determine your exact discount on shipping. At Decor Island, we want you to benefit from our free shipping policy. The vast majority of our products are sent with the free shipping option. Please contact us using an online form, emailing us cis@decorisland.com or by calling us at 1-800-440-5919 Option 1 if you have any questions about the free shipping options on any particular product. Our expert sales team is standing by, ready to help you.

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4. Is everything in stock?

Decor Island is build on the premise that you as the customer must always be given the best choices in products for your kitchen, bathroom and home. We will not carry products from "no name" companies that will not stand behind what they sell. As a Decor Island customer, you are automatically protected because we will not deal with a company that has not proven itself by providing excellent product and superior customer service. You'll get your order fast because we keep over 100,000 top brand name items in stock at multiple warehouses nationwide. We sell large number of products so we can offer you the benefit of the discounts we receive on products due to our selling volume. Our inventory is always fresh so you will always get the latest version of the product you purchased. If the newest model of the product you ordered has a new manufacturer inventory number, you will be informed of this. We ship from different warehouses across the USA, so our standard shipping usually arrives much faster to your home and office. You never have to pay for shipping on items over $80 that can be sent out via UPS or USPS. (We discount shipping on larger items that require crating, skids and trucking, however a charge is necessary to cover the added costs of crating and trucking.) Crating and trucking are needed in order for larger and more delicate items to arrive at your home without breakage. Some products that can be ordered online may not be in stock. Please use this online form, email sales department at cis@decorisland.com or call us at 1-800-440-5919 Option 1 to check if the item is in stock.

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5. Do you charge sales tax?

We do not collect any taxes on orders that ship to a non New York state address. We ship to countries all over the world and especially across the United States. You will never pay any US sales tax unless your order is being shipped to a New York address. Please note: Orders shipped to international addresses may be subject to applicable local fees and taxes.

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6. How do I cancel my order?

In order to cancel your order you must contact customer service via online form, via email cis@decorisland.com or by calling 1-800-440-5919 Option 2 in order to obtain a RGA (Return Goods Authorization) Number. All Returns are subject to a minimum 15% restocking fee. Refused shipments are subject to an additional handling fee. Some manufacturers have higher restocking fee, please read our full return policy terms and conditions.

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7. What is the shipping time for my order?

Most in stock orders are shipped within 24 - 48 hours. Out of stock items generally carry a 5 - 10 days lead time. If an item is on backorder, our sales department will notify you about the lead-time. If you require product delivered by a certain date, please contact our sales department via online form, via email cis@decorisland.com or by calling 1-800-440-5919 Option 1 to verify product availability. Transit time varies depending on where the order is being shipped to; typically about 3 - 7 business days.

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