FAQ

Question 1

Where is my shipment right now? / How can I track my order?

Answer

You may track the status of your order by clicking here. The 'My Account' customer portal provides a wide-range of useful information and resources. Use the portal to access such details as: Order Status, Shipping/Tracking Information, or to obtain a copy of your Invoice. Click 'Account Login' link in the upper right-hand corner. Once logged in (your email address and password, set in the system at the time of purchase), you will be able to view said information.

Question 2

I have received an email saying that my order has been shipped. I cannot track it. What should I do now?

Answer

In some instances, you may receive a shipment confirmation without tracking details. This may be the result of a carrier experiencing a delay in the automated posting of tracking details to our system; it could also be the result of a shipment coming to you directly from our distributor. Should this happen, you'll want to check the 'My Account' customer portal (see Answer #1) for updates. If no update is yet available, feel free to contact our Customer Service via email: info@allcitydecor.com or by calling: (347) 529-5057.

Question 3

I haven't received my order/shipment confirmation email. What should I do and why?

Answer

All communications are sent to the email address on file. Unless you have updated it, this email address was set at the time of purchase and is the same as your login for the 'My Account' customer portal. Please check your spam/junk folders for emails from info@allcitydecor.com, and be sure to add *.allcitydecor.com or allcitydecor.com to your approved sender's list.
If you still cannot locate the message or you do not know which email address you have registered with us, please contact our Customer Service via email: info@allcitydecor.com or by calling: (347) 529-5057.

Question 4

I just got a call from a third-party shipping carrier to schedule delivery of my order. I was under the impression that AllCityDecor.com would be delivering my order. Was I wrong?

Answer

*AllCityDecor.com utilizes local fleet (based on the location of the product) of splendid delivery vehicles whose drivers are diligent, courteous, and highly professional. It serves portions of the Tri-State area (New York, New Jersey and Connecticut) and Pennsylvania. For shipments outside the local delivery area, a vast network of reliable shipping carriers is engaged.

*It is highly important for you to be ready to receive your shipment at the appointed time. Please remember that our deliveries are curbside only. If need be, do enlist your contractor or friends to assist you in bringing the products inside.

*Please inspect all shipments for damage before signing the delivery receipt. Do refer to the "Guidelines for Inspection" included in your shipment confirmation email.

Question 5

Suppose the driver does not allow me to inspect the product(s). What should I do?

Answer

Should a third-party driver refuse to allow you to inspect the shipment, please make a note on the Bill of Lading: "driver did not allow inspection." Alternatively, you could write, "Subject to Inspection." Works either way.

Question 6

Someone other than myself will be receiving the delivery (such as my contractor, my spouse, my relatives, or a very good friend).

Answer

Do send an email to our Customer Service (info@allcitydecor.com) with the name and phone number of said party, along with your permission for them to inspect and receive the shipment on your behalf.

Question 7

A third party shipping carrier will be delivering my order. What is their company's name?

Answer

Carrier information is included in the shipment confirmation email or posted to the 'My Account' customer portal. You may also contact Customer Service: they will be happy to answer any and all of your questions pertaining to your order.

Question 8

I see that the product(s) were just left at my door. What should I do?

Answer

That isn't our policy. In the (very unlikely) event of this happening, please inspect the merchandise immediately and take photos of any damage. Regardless of the results, please inform our Customer Service via: info@allcitydecor.com or (347) 529-5057.

Question 9

The tracking data indicates that my shipment was received. I haven't received it. Where is it? What should I do?

Answer

Please call our Customer Service immediately at (347) 529-5057 and report this issue.

Question 10

I'm on a tight schedule. I'd like very much to expedite my order. Is there a way to do this?

Answer

Most orders ship within 3 business days of payment receipt and address verification. Transit times vary, but normally it takes from 2 to 7 days to deliver your order. That said, in order to determine whether your shipment is eligible for expedited service, please contact our Customer Service at (347) 529-5057.
Note: expedited services are not part of our 'Free Shipping' program.

Question 11

I want the items to be brought inside my home. Do you offer white glove service?

Answer

Depending on your delivery area and the carrier's policy, "white glove" service may be available at an additional charge. Do contact our Customer Service for availability and, if applicable, a quote at (347) 529-5057.

Question 12

My location is outside the continental U.S. How do I obtain a shipping quote for Canada/Hawaii/Alaska/Puerto Rico? (What information would you need me to provide?)

Answer

Provide our Customer Service with a list of your desired product codes and your shipping address, and you'll receive a quote. BE ADVISED: any potential duties, tariffs, customs or brokerage fees are the responsibility of the customer, and may be added to the shipping charges.

Question 13

What should I do if some or all of the ordered items arrive damaged?

Answer

Please refer to section "RETURNS AND EXCHANGES DUE TO SHIPPING DAMAGE" of our Return Policy.

Question 14

Should my shipment arrive damaged, and should I report it upon delivery, how soon will I get a replacement?

Answer

Replacement orders are typically shipped within 24 hours of confirmation of noted damage on the Bill of Lading.

Question 15

I having an issue with the product I purchased. How can I get a replacement or have the issue resolved?

Answer

Do email our Customer Service (info@allcitydecor.com). Attach photo or video documentation, as well as a detailed description of the problem. We'll be happy to help you.

Question 16

What is your return policy?

Answer

Do refer to our Return Policy.

Follow the link below to view our full return policies: Return Policy.

Question 17

What type of warranty do you offer on your products?

Answer

All Fresca products, which is our premier brand, come with a 3-year warranty against defects. For specific warranty information on other products, do contact our Customer Service. They'll be happy to help you!

Question 18

Are installation expenses included in the warranty on your products?

Answer

Product warranties include neither original nor replacement installation fees.