Return Policy

We do have a 30-day return policy. Absolutely.

Please call (347) 599-9488 opt 3 or email info@allcitydecor.com to request an RMA #; ship the item within 30 days of the original delivery.

All returned products must be in their original condition and original packaging. Products arriving on pallets must be returned in the exact same manner. Tiles must be in their original boxes. Once the product(s) are received and inspected, the appropriate credit will be issued within 7 business days. Shipping fees and 15% restock fees apply on all regular returns.

Products that cannot be returned:

Items marked as Special Order or Custom
Products over 30 days from the day of order receipt
Original boxes with damage or markings on them
Products that have been installed
Products that are scratched, dented, or not in new condition
Products with missing accessories
Products with missing manufacturer documents, product literature, or any other documents included in the original packaging
Floor Samples, Discontinued Items, Final Sale Items, or Clearance Items
Products marked as non-returnable or non-cancellable on your receipt
Natural Stone
Tiles not in their full boxes of original packaging
Toilet seats; Washlets; bidets (due to hygienic reasons)
Products without an RMA #

Customer Responsibilities (Shipping Charges and Restock Fees)

Should someone other than yourself sign the delivery receipt for you, the order is treated as if you’ve signed it yourself, and are responsible for it.

Should you receive the wrong product; should any items be missing; should your product arrive damaged:

Damages to the box must be noted on the shipping courier's forwarding receipt form.
You will absolutely qualify for a free replacement if you report any of the above within 48 hours of the delivery. After that, we will just go ahead and assume that you've received all the correct items in perfect condition.
Now, you might want to know what happens if, for whatever reason, you won't be installing the product right away. That's fine, but: please inspect it within 48 hours.
Should you simply change your mind about keeping the products - for whatever reason other than damage - and wish to send them back, you will be charged for the return shipping to the warehouse, and a 15% restocking fee will have to be applied.
A return quote and shipping label will be provided upon request. We do not charge our customers for outbound shipping and handling and will absorb the cost.
That said, should you refuse delivery of an undamaged product, you will be responsible for the return shipping charges and may be liable for the original shipping charge. Furthermore, if your order was delivered by AllCityDecor.com's Local Delivery Fleet, it falls to you to deliver the merchandise back to our warehouse for inspection. Because our drivers aren't qualified to inspect products being returned, they will not pick it up for you.

Returns and Exchanges Due to Shipping Damage

Inspect the product
Examine the package carefully. Note its condition on the box. Do bear in mind that by signing the courier's forwarding receipt form, you'll be acknowledging that your product did arrive in good condition. Once it's signed, unfortunately, AllCityDecor.com won't be able to file a claim with the shipping carrier.
Sign for the product
Note any damages and/or missing items on the delivery receipt. That way, you'll be able to receive the replacement product free of charge. Should you observe damage or discover that some of the items are missing, you should accept the shipment, but you should also write the following on the shipping courier's forwarding receipt form: "Damaged or Missing Boxes".
When you bring the shipment into your home, you should carefully inspect each and every item for damages/shortages.
Notify Our Customer Service
Take five (5) photographs of the item and the packaging it came in.
Email the photographs, along with a detailed description of the problem, to info@allcitydecor.com within 48 hours. Include your order number in the subject field of the email.
Alternatively, you could call our Customer Service department and receive step-by-step instructions on how to file a claim at (347) 599-9488.
Replacements in connection with damages and/or missing items are to be requested within 48 hours of delivery. Sadly, we will not be able to file a claim after that period. Once the period is over, we go ahead assume that all products were received in good condition. Thus, should you discover damage and/or missing items after that 48-hour period, you'll be solely responsible for the cost of any replacements.
Should you or your representative sign for the item indicating damages on the bill of lading, our Customer Service must be notified within 10 business days of delivery for you to receive your free replacements. After 10 days, you'll be responsible for the cost of the replacement.
Note that if installation of the item has taken place, we will be able neither to file a claim nor replace it for you free of charge.

Manufacturing Defects

Should you, upon inspecting the product, discover a manufacturing defect, a request for replacement of the defective product must be made within 30 days of the delivery of your order. Please email photographs and/or video clearly demonstrating said defect, along with a detailed description thereof, to info@allcitydecor.com. Include your order number in the subject field of the email. You could also call our Customer Service for assistance at (347) 599-9488.

AllCityDecor.com will replace any defective part or item at no charge within 30-day grace period.

Any product returned as defective that is found not to be defective will be subject to a 25% restocking charge, along with the return shipping and handling charges.

Should a defect be discovered after 30 days of delivery, the customer will have the option to contact the manufacturer directly for warranty information. They'll be happy to help you.

AllCityDecor.com will not cover any labor, hard or otherwise, or any other costs incurred in connection with removal or installation, nor shall AllCityDecor.com be responsible for any other incidental, co-incidental, or in any other way related damages attributable to a product defect or to the repair or exchange of the defective product or part in question.

No warranty is offered with a floor samples or display items.

Cancelations

Your order can be cancelled for any reason; you'll get a full refund if the cancellation occurs during the appropriate time window.

If the merchandise has already been scheduled to ship from the warehouse, fees may apply. It is the customer's responsibility to inquire with Customer Service after the order status, whereupon the customer will be advised whether the order can successfully be cancelled.

Note that because we make it a point to ship your order as soon as we can - for your convenience - some items might ship ahead of schedule. You could reach us via chat or by calling (347) 599-9488.

Once the order has, in fact, been cancelled, you'll get your refund via direct deposit to your account or by check (it's your call). Normally, it takes from 7 to 10 business days for the credit to be issued.

Floor Samples/Discontinued/Special Order

All sales of floor samples are final. No returns or exchanges will take place.

Discontinued and clearance items fall in this category as well.

Products marked as non-returnable and/or non-cancelable; Custom/Special Order Products; or products made to order or Fabrication must be paid in full at the time of purchase.

No products in this category will be shipped unless paid in full.