Shipping, Non-receipt or Damages Claims
At Delivery: if you see any physical damage to the packaging or product at the time of delivery, please "REFUSE" delivery and hand over the shipment to the delivery person.
After Delivery: Please fill out the claim form below. All claims must be reported within 7 days from of "delivery" date. We will not be responsible for any claims reported after this time period.
Lost Shipment: Please note that we will update you with a shipment date, carrier name (UPS, Fedex, USPS or other) and tracking# within 24 hours of actual shipment. All claims must be reported within 7 days of "shipment" date. We will not be responsible for any claims reported after this time period.
Most delivery issues are resolved by directly contacting your local UPS, FedEx, or USPS offices by providing the tracking# you received by email for shipment confirmation of your order.
Here are additional steps and your available options, if you are unable to retrieve the package from your local UPS, FedEx, USPS depot:
1. You must first file a claim with your local UPS, FedEx, USPS, and then send us a copy of the claim so we can continue with the claim resolution.
2. Once you file a claim (and the "shipping address" you originally provided on the order form was "correct"), we will follow up with UPS, FedEx, USPS and take the following actions:
2a) If the package is returned to our warehouse, we will re-ship at the same "shipping address" it no charge.
2b) If the package is makred as "Lost", we will send a new shipment at the same "shipping address" at no charge.
3. If you are "unable" to file a claim (or the shipping address you originally provided on the order form was "incorrect"), you have the following options:
3a) If the package is returned to our warehouse as "Undelivered/Refused", it will be processed per our return policy at: https://www.homedecorhardware.com/returns.html. Within 5 business days of this return, you may request us to re-ship the package at a "different address" by paying an additional shipping cost (same as your original shipping charge), otherwise, we will issue a refund as follows: "item cost" minus "any discount" minus "25% restocking fee" and no refund for shipping.
3b) If the package is lost due to incorrect address, there is no refund.
Home Decor Hardware, Inc. is a reseller of products from many different manufacturers - who are the best in the industry. Individual warranty varies by manufacturer and/or product.
General Warranty Statement:
Our standard warranty for any product is 30 days from date of delivery. After 30 days from delivery date, you will be responsible for all parts, labor, shipping and handling charges. Please contact the respective manufacturer of the product for detailed warranty information and coverage beyond the 30 day period.
NOTE: Only smooth finishes such as polished brass, polished chrome are guaranteed for workmanship and durability. Distressed, antique, vibra, brushed, rubbed or hand-made finishes may vary from one piece to another and hence are not guaranteed to match nor warranteed for durability.
Any defects in workmanship, receipt of damaged or incorrect goods, short shipments, etc. must be reported to Home Decor Hardware within 7 business days of receipt of the individual items.
All claims must include the original date of purchase, order # (or invoice #), name and address of the purchaser. Please email your claims to: firstname.lastname@example.org. Upon receipt of the claim within the specified time period, Home Decor Hardware will issue a RETURN AUTHORIZATION, arrange for a free pickup, inspect the items upon arrival, and ship a replacement item at no charge using the original method of shipping. Alternatively you may request for an expedited delivery of the replacement product by paying for the cost of the item(s) plus shipping charges upfront, and receive a credit for the cost of the item(s) after the returns are received and inspected by Home Decor Hardware. Shipping and handling charges are non-refundable.
HOME DECOR HARDWARE, INC. OR ITS AFFILIATES WILL NOT BE RESPONSIBLE FOR ANY CLAIMS REPORTED AFTER 30 DAYS OF ORIGINAL DELIVERY DATE.
30 Day Return or MANUFACTURER'S WARRANTY is INVALID or VOID for products that are purchased online at HomeDecorHardware.com, FixturesPlace.com, or HDHInc.com, or via email/fax/phone at Home Decor Hardware, Inc., and Shipped outside of 50 U.S. states (i.e. all Canada and International shipments) either by Home Decor Hardware, Inc. or by customer themselves.
Online Warranty/Claims Request Form
Please fill out the information below and click "Submit" button at the bottom. Please remember to type in your correct Online Order# (e.g. homedecorhardware-123456) or Sales Order# (e.g. SO-123456) or Invoice# (123456-IN), Name and Email Address exactly as it appears on your original order in order for us to accept your returns and process the returns accurately.