SHIPPING AND RETURNS

Please note that we can NOT ship to PO Boxes.

LEAD TIMES

We appreciate your business and we do everything possible to expedite your order. Please refer to the Brand’s product page for each Brand’s lead times and policies.

SHIPPING COSTS

In order to keep our pricing simple, we charge shipping per item, per brand. This cost is indicated in your Shopping Cart and covers ground shipping within the contiguous United States. We won’t surprise you with any hidden charges or handling fees. The price you see is the price you pay, including sales tax.

PLEASE BE PREPARED FOR YOUR DELIVERY

Due to the custom nature of many of our Brand’s products, many deliveries require a signature. Please notify and make all of the necessary arrangements with your Door Man, Front Desk or Gated Community prior to delivery. Decorative Home Specialists and our Affiliates cannot be held responsible if a shipment is sent back because there was nobody home to accept and sign for your order. If you prefer your order to ship to the selected local dealer, please note that in the comment field of your order so we can make the necessary arrangements. We will notify you if additional shipping cost need to be applied.

Larger Items are guaranteed for CURBSIDE DELIVERY ONLY. Please be prepared and have additional people available to help you carry the product inside the same day. Leaving any product outside overnight can void the manufacturer’s warranty.

Smaller Items generally do not require a signature. Once the delivery company records the delivery, neither Decorative Home Specialists nor the Brand can assume any further responsibility for your order. Please note in the comment field of your order if you would like to request a signature upon receipt of delivery.

SOMETIMES A LOADING DOCK IS REQUIRED

Some brands require that the product ship to a showroom with a loading dock. If you are unable to pick up your order, additional freight charges will be required for special curbside deliveries to your home or jobsite by your local selected dealer. *These additional freight charges can only be quoted, billed and collected by your local dealer.

INTERNATIONAL SHIPPING

We are currently able to accept online orders shipping to addresses within the United States. Some brands are able to ship to Canada and/or the UK. Please check the Brand’s product page for more details.

REQUESTS FOR PRODUCT TO BE SHIPPED OUTSIDE OF THE U.S. OR CANADA

Please email us at Customer Service with a list of the DHS products you would like to order, including all of the shipping information. We will do our best to accommodate your request. Additional freight, tax and duty charges will be applied.

TRACKING AN ORDER

You will receive a shipping confirmation email with the shipper’s information and tracking number for each item on your order. You may track your package by going to the shipper’s website and enter the tracking number in their package tracking field. Alternatively, you can enter your tracking number into Google. Google usually recognizes the shipping carrier and provides you with a link to track your package.

IMPORTANT: PLEASE INSPECT ALL DELIVERIES IMMEDIATELY

Please inspect all boxes in the presence of the delivery driver and be sure to report any shortages or damage to any box on the delivery receipt, take multiple pictures of the damage from as many angles as possible and contact Customer Service immediately. If the driver will not wait for you to inspect the shipment, please write “Subject to Inspection” on the delivery receipt and you must contact us within 24 hours to file a report. If you do not write this on your delivery receipt or report the damage to us within 24 hours, our Brands can no longer be held responsible for any damage or loss. Your claim will be forwarded to the Manufacturer and they will respond to you as soon as possible.

MISSING PRODUCT

Decorative Home Specialists will notify you and provide tracking information when a product has left the factory and your credit card has been billed. Many orders will ship from a number of various manufacturers at different times. Please track your orders and bring your delivery inside promptly.

If you cannot find an item that has been recorded as delivered, please notify us within 24 hours. Occasionally, the carrier will scan a package as being delivered before it arrives at the final destination and can take an additional day or two for your package to be delivered. We have also found that many times, someone has taken the order inside for you and has set it aside. Carriers try to leave packages in a safe location. Unfortunately, we cannot be held responsible for missing items recorded as delivered and we cannot issue any refunds or replacements.

If you are still missing an item, please report it at Orders and be sure to provide your order number and the model number of the missing item.

I RECEIVED THE WRONG ITEM

Oh No! We’ll be happy to help fix that for you. Please report a wrong item received by emailing us at Orders within 30 days so we can assist you with the replacement.

OVERSIZED RETURNS

Please refer to the Brand’s Product Page for each Brand’s specific return policies and instructions.

RETURNS

Please refer to the Brand’s Product Page for each Brand’s specific return policy. Complete the RGA Request Form, provide a detailed reason for return and upload your photos. The request will be sent to the Brand We will forward your request to the Manufacturer and a copy to your chosen Dealer. If the return is approved by the Brand, the Brand will send back explicit instructions of where and how to return the product.

If you are not satisfied with an item that you purchased and it is a returnable item, you can initiate a return within 30 days from the day it shipped as long as the item has not been installed, all of the packaging is intact and the box has not been opened or written on. Please complete the RGA Request Form. If you need additional help, please contact the Authorized Displaying Dealer that you selected to house your order and be ready to provide them with a copy of your order.

Custom products or any product that has been installed can not be returned to the manufacturer under any circumstance unless the Brand has determined that the product is defective. The sale of all custom products are considered final.

Please Note: Requesting an RGA is only a request. Once initiated, it only allows you to return the specified product and has no relevance nor does it guarantee that a credit will be passed. Any credit to be applied will be determined by the Manufacturer after the inspection of the item/s. All products must be shipped back “Traceable and Insured” and neither Decorative Home Specialists LLC nor the Brand can be held responsible for any damage or loss when shipping back to the manufacturer.

COMPENSATION

Under NO circumstances will Decorative Home Specialists or any of our Affiliates be held
responsible for the compensation of any installation or uninstallation costs or for any loss beyond the cost of the product for any reason. Any claim relating to defective products will be forwarded to the manufacturer and they will make the determination on how to handle the replacement.

Decorative Home Specialists cannot be held responsible for any color variations. Please refer to the Brand’s Product Page to order a finish sample.

RESTOCK FEES

Many products on our site are “made to order” and cannot be cancelled or returned. For Brands who allow certain products to be canceled or returned, restocking policies vary between each brand and may range anywhere from 20% – 50%. You are responsible for paying for the original freight costs and the cost to return any product back to the manufacturer. Returns can only be started if you have completed an RGA Request Form from the Brand’s Product Page. The Brand will only accept returns if the product is received in resalable condition, meaning: The box is unopened, the protective packaging is completely intact and there is no additional writing on the outside of the box. All products must be shipped back “Traceable and Insured” and neither Decorative Home Specialists LLC nor the Brand can be held responsible for any damage or loss when shipping back to the factory.

If you choose to request a refund for an eligible returned, damaged or defective item, you will be refunded the purchase price and applicable sales tax. To return a defective item, we will request the manufacturer to send you a call-tag to pick up the defective product and ship the replacement free of charge. For items that are not defective, the return shipping costs must be paid by you.

Refunds are issued automatically as soon as the manufacturer records the item as returned on the order record in the Orders/Shipping function in our system.

MANUFACTURER’S WARRANTIES

Please refer to the Brand’s Product Page for each Brand’s specific warranty information.

Decorative Home Specialists does not offer any warranty outside of the Brand’s warranties.

CARE & MAINTENANCE

Please refer to the Brand’s Product Page for each Brand’s specific care and maintenance instructions.