Return/Exchange Policy
Shipping + Delivery
We take every precaution we can to ensure your purchase is what you ordered and has no defects. When you receive your purchase please inspect it carefully for any damages. Also, Please be sure to photograph the packing and damaged products.The customer is responsible for all return shipping charges unless the item is damaged or defective, plus a 20% restocking fee.
Q: What does shipping cost?
A: Design Tree Home uses freight shipping, UPS, or USPS depending on the item/s. Pricing is based on weight/location/size. Inside delivery [white glove delivery] is an available option, prior to checkout, please contact us for a quote.
Any additional services such as "lift-gate," "inside delivery," "re-delivery / re-consignment" and "warehousing or stocking fees," which are charged by the shipping company(s), will be the customer's responsibility; Design Tree Home cannot take responsibility for any charges that incur as a result of additionally requested freight services.
Q: Will the carrier bring my item(s) into my home?
A: Design Tree Home offers "Inside Delivery" as a shipping option on all items. Prior to checkout, please contact us for a quote. This service includes delivery inside your house, apartment or place of business (including two flights of stairs), removal of packaging and up to 15 minutes of setup.
Q: When will I receive my purchase?
A: If the item(s) you wish to purchase are “in stock”, you should receive them within two-five weeks depending on the delivery option. However, Design Tree Home offers a wide array of items, many of which are subject to longer lead times and limited stock. We do our best to ensure that the delivery times will meet your needs.
Q: What if my order arrives damaged?
A: We take great care in packing and shipping your purchase. Merchandise is rarely damaged in transit, but it can happen despite all precautions. Inspect your purchase carefully upon arrival, starting with the outside of the box. Any damage to the outside of the box or to the product itself must be recorded on the Bill of Lading prior to signing off on the delivery document. If the shipment arrives with damage to the product please notate as "DAMAGED" on the delivery slip. If there is evidence of some damage to the packaging yet you are not able to fully inspect the contents at the time of delivery please notate "PENDING INSPECTION" on the delivery slip. Do not refuse the merchandise, we will assist in the process of setting up a carrier return of the product. If refused a 20% re-stocking fee and shipping charges may apply.
We reserve the right to repair or issue a replacement (within a responsible time frame) for items that arrive damaged or are defective. If the item is back ordered, discontinued, or no longer in stock we will issue a full refund.
Q: What if I'm unavailable to receive my order?
A: Depending on the carrier, additional delivery attempts will be made. Redelivery fees may apply. If your order has shipped and you are unable to receive your shipment over an extended period of time, additional storage fees may incur. Alternatively, your shipment may be re-routed back to the manufacturer, thus incurring fees for re-shipment of your order.
Q: Returns
A: The customer is responsible for all return shipping charges unless the item is damaged or defective, plus a 20% restocking fee.
If you are not satisfied with your merchandise and would like to return it you can do so within 7 days of purchase. Please note you are responsible for return shipping charges and a 20% re-stocking fee.
Q: Refunds
A: After we receive merchandise and process your return, please allow one billing cycle for any refund to appear on your credit card statement. We can only offer refunds on shipping and handling when an item is incorrectly shipped or arrives defective or damaged. Clearance items are not eligible for exchange or refunds at any time.