FAQ
How long will it take for my order to be delivered?
Our average ETA is currently 48 hours warehouse processing time to ship + 6-10 business days transit time after shipped, however shipping carriers are experiencing capacity issues from extremely high demand, and in some cases deliveries may be delayed. Fedex and UPS are currently behind on their fulfillment guarantees. Customers are currently experiencing delays on delivery times and tracking updates. In some cases, customers will not receive their first shipping update until the package arrives at the final destination. We apologize for any inconvenience and are doing everything in our power to make sure your order arrives as quickly as possible.
Can you ship to outside of USA?
We only ship to physical addresses within the 48 contiguous United States. We do not ship to Alaska, Hawaii, APO/FPO addresses, or US Protectorates(e.g., Puerto Rico). We do not ship outside the United States at this time.
What If I Received a Defective Item?
We ask that you report any product defects within 14 days of you receiving your order. Please contact our customer service, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the defective item(s), a complete description of the problem, provide pictures or video evidence clearly showing the problem, and item label(s) on the package. Depending on the situation, we will be responsible for refunds, an exchange or replacements according to your preference. Manufacturer defects found after 14 days of receipt are directed to the manufacturer's warranty.
KURTSDECO.com is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods.
What If I Received an Incomplete Order or Missing Parts?
We recommend checking the items within 48 hours of receipt and report to our customer service as soon as possible. Be sure to complete this process within 14 days of your delivery date. Depending on the situation, we will be responsible for refunds, an exchange or replacements according to your preference. After 14 days, KURT'S DECO will make every attempt to rectify, however charges may apply.
Missing an item
If you ordered under your account, please go to Account - My Orders to verify that all items have shipped. If you ordered as a guest, please check our notification emails or contact our customer service to verify. (Due to the inventory or limitation of the shipping way, or to speed up delivery, items may ship from different warehouses or different shipping ways).
If you have received all shipments but there is an item or items missing, please contact our customer service, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the missing item(s), provide pictures or video evidence clearly showing everything received.
Missing parts of an item
If you have checked comparing with the Parts-List, unwrapped everything and gone through all boxes, confirmed that no one mis-placed, please contact our customer service, be sure to include the copy of your original order confirmation, indicate which part(s) & Qty of which item(s), provide pictures or video evidence clearly showing everything received.
KURTSDECO.com is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of incomplete goods. We always recommend that you wait to schedule installation until after your fixture has arrived and been inspected.
Why Should I Keep the Original Packaging?
Due to the nature of our products, whether it be large furniture or other smaller items, they are often in the heavy or delicate categories. Our packaging is specially made to cater to each individual item. They are rigorously tested to ensure they can withstand most kinds of incidences in transportation. Any self-packed items by the customer will have a high chance of being damaged on the way caused by flimsy materials or improper techniques. That's why we don't generally allow any returns without their complete original packaging. In a way, this also prevents lots of potentially wasted efforts and protects the customer's interest.
What If I Received a Wrong Item?
If you believe you have received the wrong product, please verify the item number of the item(s) you received compared to your order confirmation and/or invoice. If it does not match, contact customer service immediately, be sure to include the copy of your original order confirmation, confirm the item number & Qty of the wrong item(s), provide pictures clearly showing the wrong item. The wrong item must be returned in original packaging, KURTSDCO.com will be responsible for the return shipping cost. You can exchange it for the correct one or request a full refund.
KURTSDCO.com is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of incorrect goods. We always recommend that you wait to schedule installation until after your fixture has arrived and been inspected.
How Soon Will I Receive My Refund?
When we confirm to cancel your order, you will be refunded within 3 business days. When we receive your return, you will be refunded within 5 business days upon receipt and inspection. The refund will be made to the account that the funds were originally drawn from, namely the money will be sent back in the same way it was received.
If you originally paid with credit card, please allow up to one billing cycle for the credit to show in the bank statement. It mostly depends on how fast your bank processes the credit. Please do not request a chargeback from your credit card company during the return process. Due to the time it takes to resolve chargeback disputes, it is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance.
If you originally paid with PayPal account balance, you could find the refund right away in your PayPal account.
When we confirm to cancel your order, you will be refunded within 3 business days. When we receive your return, you will be refunded within 5 business days upon receipt and inspection. The refund will be made to the account that the funds were originally drawn from, namely the money will be sent back in the same way it was received.
What Does White Glove Delivery Includes?
Lift gate. Item(s) are placed in the room of choice specified by the customer. Includes
unpacking the merchandise, light assembly, delivery time up to 30 minutes (additional
charges over 30 min), up to 2 flights of stairs, and removal of all trash and debris.
unpacking the merchandise, light assembly, delivery time up to 30 minutes (additional
charges over 30 min), up to 2 flights of stairs, and removal of all trash and debris.
