Home Decorating Company Terms & Conditions / FAQ

ORDER INFORMATION

SHIPPING INFORMATION

GENERAL QUESTIONS

PAYMENTS

Order Information

How do I check the status of my order?
You may check your order status online by entering in your email address and billing zip code in the spaces below. (Please note: You must use the billing or sold-to email address you provided when placing your order)

Lookup by Billing Information:

Email: Zip Code:

You may also use live chat to speak with a customer service representative.
My order status states “in-process”, what does this mean?
- An order which states “in-process” is preparing to ship, if you see this status for more than 5 business days please send us an email.
  Customer service email - customerservice@yankeeretail.com
- Custom made items may have an “in-process” status for up 6 weeks as some collections are made to order. Collections with this time frame are noted under the collection image as custom made.
Why does my account say “reorder”?
- Your account says “reorder” for easier ordering access if you wish to purchase the item again. So don’t worry your order is still going to ship.
Oh No! I need to change my shipping address on an order I have already placed?
Mistakes Happen, we know!
- To request a change in shipping address, please send us an email with the updated shipping address or use the Live Chat to speak with a Customer Service Representative.
Customer service email - customerservice@yankeeretail.com
- Please note: Should you need to make an address correction, please contact Customer Service via Live Chat prior to shipping. If the order has been shipped, a $15 surcharge per package will be assessed.
How do I make changes to an order I have already placed?
- If you wish to make changes to an existing order, please email customerservice@yankeeretail.com or use the Live Chat. If the order is in the process of being shipped, we cannot guarantee an addition. In the event that we cannot add to an order, the items will ship out separately. Additional shipping charges may apply depending on the new order total.
How do I know if you have an item in-stock?
- Manufacturer backorder dates are noted on the website if the item is out of stock for more than 30 days. To inquire about stock levels, please use the Live Chat to speak with a Sales Representative.
- We do our best to keep the website update to date with backorder information, but occasionally there are backorder dates that are not noted. Please reach out to sales with any questions.
- Please Note: We continually seek updates on backordered items and update your order status until the backorder is filled.
How do I access my account?
It’s easy!!!!
- CLICK HERE to access your account.
- Please log in with the same username/email address and password you selected when creating an account.
- If you have lost your password, please use the available “Forgot Password” link to have a reset email sent to you.
I am missing an item
We can take care of this for you!
- If an item is missing, please reach out to our Customer Service Department within 5 days of delivery. Our Customer Service Department can be reached via Live Chat or by email. customerservice@yankeeretail.com
- Please note: Orders are partially shipped from different warehouses which results in some items arriving sooner than other items within your order.
HELP! I received the wrong item
You can take a deep breath we will handle this for you quickly
- If an incorrect item is received, please email a digital image of the item to customerservice@yankeeretail.com Customer service will confirm via email that the images have been received.
- Once an image is received, the image is forwarded to the manufacturing warehouse with the request for a replacement or return. The image is forwarded to the manufacturing warehouse as the orders are shipped directly from the manufacturer.
Phone number - 860-642-7790 ext.3 for customer service

Customer service email - customerservice@yankeeretail.com
My items arrived damaged or defective
Don’t worry we’ve got you covered!
- Damaged and defective items must be reported within 5 days of delivery.
- Please email customerservice@yankeeretail.com with a digital image of the damaged item. Within the email please advise if you are requesting a replacement or return of the item.
Phone number - 860-642-7790 ext.3 for customer service

Customer service email - customerservice@yankeeretail.com
How do I return my order?
- Please email customerservice@yankeeretail.com with a return request.
- If the order is eligible to be returned, an RMA (Return Merchandise Authorization) number and return form will be provided. Please reference our return policy for eligibility.
- If an order is refused or shipped back to a location other than the Yankee Retail Company (841 Route 32 Unit 12 North Franklin, CT 06254) a restocking fee of 20% will be applied to the order.
Will I be provided a return label?
- The HomeDecoratingCompany.com does not provide prepaid return labels, unless the bedding is damaged or defective.
How much will it cost to return my item/order?
- The customer is responsible for the return shipping of an order. All returns must be sent to our Connecticut return center. The return shipping fees are different for each individual shipping carrier. The price is dependent on the weight, dimensions, and the shipping distance of the return.
Questions?

Please email customerservice@yankeeretail.com or speak to a customer service representative via live chat
Will I be charged a restocking fee?
- An order will only be charged a restocking fee if it is shipped back to the incorrect location or the goods inside need to be repackaged in any way. You will be notified if any return fees are added to your order.
How do I cancel my order?
Changed your Mind?
- Once your order has been placed, cancellations can only be made by contacting the Customer Service Department.
- Please email customerservice@yankeeretail.com or speak to a customer service representative via live chat with your cancellation request.
- Orders cannot be canceled via voicemail.
- Custom and special orders cannot be cancelled.
- Please note: We will make every effort to cancel or change your order; however, we cannot guarantee a cancellation regardless of date of request. If your order or part of your order has already been approved or is being processed for shipping, then your order cannot be cancelled.
- If we are unable to cancel your order and you still wish to make a return, the Standard Return Policies will apply.
- If at any time your order total drop below the value requirements for a coupon or free shipping; the coupon will be reversed and a shipping charge will be applied to your order.
How do I cancel my Grandfather clock order?
- Grandfather Clocks have a tighter cancellation deadline than other products.
- Hermle Clocks - CANNOT be cancelled after an order has been placed
- Howard Miller Clocks - must be cancelled within 24 hours after placing an order
- Kieninger Clocks - must be cancelled within 24 hours after placing an order
- Ridgeway Clocks - must be cancelled within 24 hours after placing an order

Shipping Information

How long will it take to receive my order?
- Following order processing and upon receipt of tracking number(s) products shipping via Ground will take anywhere from 3-7 business days to be delivered.
Questions???

customerservice@yankeeretail.com
Why is my order taking so long to ship?
- The HomeDecoratingCompany.com ships its products from a variety of locations within the USA and Canada. Please let us know if you have any concerns regarding your order.
Need more information?

Customer service email - customerservice@yankeeretail.com
How do I track my shipment?
- Once your order is shipped you will receive an email notifying you that your order has been shipped. If your order contains more than one item, you may receive a partial or you will be notified if your order has been shipped in more than one parcel or if any portion of your order has a "backordered" status. If your order was shipped via UPS or FedEx, this email will also include a tracking number.
- Please note: Should you need to make an address correction please contact customer service via live chat. There will be a $15 surcharge per package if the change is necessary after it has been shipped.
Customer service email - customerservice@yankeeretail.com
>How can I expedite my order?
Let's make this Happen!
- Please email customerservice@yankeeretail.com with a request to expedite an order. The customer service representative will then inquire with the warehouse if the items within your order can be expedited. Additional shipping charges may apply.
- Phone number - 860-642-7790 ext.3 for customer service
Shipping to Alaska or Hawaii and US Territories
- HomeDecoratingCompany.com does not offer free shipping to Alaska, Hawaii, or outlying US Territories.
- Within 24 business hours of an order being placed, you will be contacted by customer service with a shipping quote.
Shipping rates
- HomeDecoratingCompany.com offers standard shipping, via ground, within the contiguous USA (sorry, no P.O. Boxes)
- FREE SHIPPING on orders over $150
- $12.99 Shipping on orders under $60
- $18.99 Shipping on orders from $60 to $150
- *Please note free shipping is only for the contiguous USA. Shipping charges will apply to Hawaii, Alaska, and international orders.
Grandfather Clock Shipping
- Free White Glove Delivery
  - Free White Glove Freight Delivery applies to all Grandfather Clock orders under $1399, shipping anywhere within the contiguous USA. With this delivery option, your grandfather clock will arrive via a freight carrier. The service agent will carefully deliver your grandfather clock to the room of your choice, with a maximum of two (2) flights of stairs. Please note this service does not include assembly, removal of packaging or the movement of existing furniture.
- Free Premium White Glove Delivery
  - All Grandfather Clock orders over $1,399 are eligible for Free Premium White Glove Delivery. With this service the service agent will carefully deliver your grandfather clock to the room of your choice, with a maximum of two (2) flights of stairs. In addition the delivery carrier will professionally unpack your grandfather clock, remove all packaging and carefully position your grandfather clock in the location of your choice. Please note this service does not include assembly or the movement of existing furniture.

General Questions

International shipping
- We have partnered with FedEx Cross Border to service our international customers.
- Once you have created your Shopping Cart you may proceed to the checkout. Please fill in the required billing and shipping information into the shopping cart, then select continue. At this stage, choose the “International Customers…Click here to pay” button. You will then be automatically transferred to FedEx Cross Border’s secure International Checkout page. This is where international shipping costs as well as duties and taxes for your shipment can be found.
- Upon completion of your order, Fedex Cross Border will charge your credit card for the entirety of the purchase. We will ship the goods to the Cross Border Global Distribution Facility where FedEx will process the order and transport the goods to your international address. There are no additional fees or registration processes with this service.
- FedEx Cross Border will provide you with a FedEx Cross Border order number. Please keep this order number for your records.
- NOTE: All payment, shipping, or return requests should be processed by Cross Border via phone: 1.203.683.4894
- *9 a.m. to 9 p.m.ET Monday–Friday
- To track your order while in process with The HomeDecoratingCompany.com: Click Here
- To track your shipment with Cross Border you would need to go here: http://crossborder.fedex.com/us/shoppers/customer_support.shtml
What are your operating hours?
- Monday - Thursday 9 am EST to 6 pm EST
- Friday 9 am EST to 5 pm EST
- Sunday 11 am EST to 6 pm EST
- Phone number - 860-642-7790 ext.3 for customer service
- Phone number - 860-642-7790 ext.1 for sales
- Customer service email - customerservice@yankeeretail.com
- Our office is in Connecticut
Where are you located?
- Our offices are located in North Franklin,Connecticut
I have a question about a product
- Please contact the sales department via live chat with any product questions.
Phone number - 860-642-7790 ext.1 for sales

Customer service email - customerservice@yankeeretail.com
Where will my order ship from?
- We have shipping warehouses in multiple states in the United States, but our main warehouse is in Connecticut. You may reach out to the sales department via live chat with further shipping warehouse questions.
What is your return policy?
Changed your mind?
- You may return any item within 30 days of delivery for a full refund.
- Returned items must be unused, in original packaging, and in original condition. Items must be returned in a shipping box or bag.
- Clearance items, fabric swatches, and custom/special orders are not eligible for return.
- Shipping costs are non-refundable.
- Customers are responsible for return shipping. You may choose the shipping carrier.
- There will be a $9.99 refolding/repackaging fee for items needing to be refolded or repackaged.
- Please refer to our complete return policy on the link below: https://www.homedecoratingcompany.com/return-policy.html
The HomeDecoratingCompany.com reserves the right to refuse any returns which do not follow the return policy. This includes items which are stained, damaged, or have traces of human or animal hair.
What is the Loyalty Program?
It’s our way of saying thank you.
- All HomeDecoratingCompany.com members accounts earn 1% cashback for purchases they make through our website, for use on future orders via Account Credit.
Here’s how it works:
- Earn 1% automatic Account Credit for every net dollar spent, excluding Tax, Shipping and Gift Card purchases.
- When you make a purchase, credit is automatically awarded to your account.
- Your balance can always be viewed in the My Account section after signing in.
- You will also be able to see your Account Credit earned for an order on your order receipt.
- This account credit will be available immediately after your purchase.
How do I use my Loyalty Program points?
Enjoy the saving and we are so glad you are back!
- Loyalty Program points are used during checkout when the payment method is selected. If you have any questions during this step, you may chat with a Sales Representative via Live Chat. Please email customerservice@yankeeretail.com or speak to a customer service representative via live chat
How do I know if this will fit my bed?
- For a complete list of the most common bedding sizes for comforters, duvets, quilts, bedspreads, sheets, pillowcases and shams
- LINK TO BEDDING SIZES

Payments

Which payment methods are accepted?
- The HomeDecoratingCompany.com gladly accepts MasterCard, Visa, American Express, Discover, PayPal, and Bill Me Later. Phone and online orders are limited to major credit cards. Sorry, we cannot accept Cash On Delivery orders.
- Only one payment method may be used per order.
When will I see my refund?
- A refund will be issued within 14 business days of a return being processed.
- Please be aware, your credit card company may take up to 30 days to post the refund on your statement.
Phone number - 860-642-7790 ext.3 for customer service

Customer service email - customerservice@yankeeretail.com
When will I be charged for my order?
- You will be charged for your order when the order is shipped.
- When the order is placed there is a “pending” authorization for the payment method to ensure the funds are available when the order is placed.
- Please note, Bed in a Bag orders are charged in full.
How come I see a charge on my credit card and I do not have a tracking number?
- We request payment authorization from your bank when the order is placed. Although you will not be charged until your order has been shipped, funds matching your order total are being reserved in your account. This is known as an "authorization hold." If your order is cancelled, the time required to remove this hold is determined by the bank that issued your card.
- Please contact your bank for specifics on authorization holds.
Do you charge taxes?
- We do not charge sales tax on orders
Help!! I believe I was charged incorrectly.
Phone number - 860-642-7790 ext.3 for customer service

Please contact customer service at customerservice@yankeeretail.com
Pricing Errors
- Despite our best efforts, a small number of items on our website may be mispriced. If an item's correct price is higher than our listed price, we will either contact you for instructions prior to shipping or cancel the order.
- Clearance items are subject to availability and are limited in quantity. Despite our best efforts, these items are sometimes oversold. If an order is placed on an oversold item, you will be notified via email that your order cannot be fulfilled.
Phone number - 860-642-7790 ext.3 for customer service

Customer service email - customerservice@yankeeretail.com
Do you price match?
- Please email customerservice@yankeeretail.com with price match requests.
- We will need the following information in order to consider your price match:
  - A direct web link to the item on a competitor's site. (Item must identical and in current stock)
  - Shipping Address- In order to assess taxes
  - *If the competitor’s site charges Sales tax and shipping, this will be factored into the final cost.
Customer service email - customerservice@yankeeretail.com
Coupons and Promotions
- If at any time your order total drop below the value requirements for a coupon or free shipping; the coupon will be reversed and a shipping charge will be applied to your order.
- PLEASE NOTE: The discount and shipping costs will be adjusted accordingly if an item is canceled or discontinued from your order. Only 1 coupon per order and order minimums must be met.
- These are the coupons and promotions we currently offer:
  - TAKE AN ADDITIONAL 20% OFF YOUR ENTIRE ORDER - Orders Over $199
  - ONE DAY SALE Discount Applied Automatically In Checkout - (some brands excluded - click for details)
- The following items and brands are excluded from coupons and promotions: all Fountains, Grandfather Clocks, and Clearance items; Southern Tide, HiEnd Accents, Wooded River, Michael Amini, C & F, Legacy Home, Northwest, Sferra, Yves Delorme, Hugo Boss, Peacock Alley, Carstens, Blue Barn, Muddy Girl, April Cornell, and Williamsburg