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Shipping & Returns

Return Policy


RECEIVED WRONG MERCHANDISE

If you receive wrong merchandise you must contact Event Decor Direct within 5 business days. We will replace the incorrect merchandise at no charge to you. If you receive incorrect merchandise Event Decor Direct will not charge you a restocking fee or shipping. If this situation arises please contact us within the 5 business days of receipt and we will arrange to have the items picked up at no cost to you.

PLEASE NOTE: It is your responsibility to ensure that the items are packaged in original (or similar) packaging and ready for shipment.


RECEIVED DAMAGED MERCHANDISE

If there is visible damage to the packaging, please mark your delivery slip as such. You should also open the package immediately and inspect the product for damage. If there is obvious shipping damage, you may refuse the item and ask the freight carrier to take it back to the originating point. Please contact Event Decor Direct as soon as that happens.
If the package appears slightly damaged, write “Package Damaged” when you sign for delivery. It is your responsibility to contact us within five (5) business days of receiving the damaged package. We will begin our investigation and claims process with the shipping company. These can take anywhere from 8 to 30 days to complete. We will replace the damaged merchandise at no charge to you. You must keep all damaged packaging and products for 14 business days as the shipping companies may come to retrieve it. We will pick up the damaged items at no charge to you, there may be times where we ask you to discard the damaged items.

PLEASE NOTE: It is your responsibility to ensure that the items are packaged in original (or similar) packaging and ready for shipment.


GENERAL RETURNS

In order to return an item, you must first request an RMA (Return Merchandise Authorization) number from Event Decor Direct. This request must be received no later than seven (7) business days from receipt of the merchandise. You may request an RMA number by calling 1-800-914-3538 or by sending an email to customer.service@eventdecordirect.com No merchandise may be returned without an RMA number. A form will be sent to you via email that must be printed and returned with the package. A 15% restocking fee will be assessed to all non-custom orders. Call us if you have any questions about this. Shipping fees are non-refundable and you will be responsible for return shipping costs.
While we do our very best to meet customer deadlines, there are always situations where a deadline can't be met. Failure to meet a deadline does not remove a customer's obligation to pay the normal cancellation fees. The best way to prevent this is to make sure we are aware of your deadline and to monitor your emails for a tracking number sent out around the time an order gets shipped.

In your request for RMA # please include the following:

1. Your order number. 

2. The item number of the products you wish to return. 

3. The quantity of the item you want to return. 

4. The reason for the return.

PLEASE NOTE: All merchandise must be returned in the original condition, packaging and shipping configuration. Product received in other than the original packaging may not be resalable, and either no refund will be issued or additional charges will apply. If in doubt, please discuss the situation with us before requesting an RMA.

Items in the Themed Decor, Event Furniture, Scratch and Dent, Portable Displays, and Storage Solutions are not available for returns and all sales are final.


REFUND & CANCELLATION POLICY

Generally, your order will ship within 48 to 72 hours, but it is VERY IMPORTANT that if you have a deadline you meet, you make us aware of it.

If you are contacted by Event Decor Direct because of a delay, backordered item, or we cannot meet your deadline and you wish to cancel your order we will reverse the payment and cancel the order.

If you decide to cancel your order, please contact us at 1.800.914.3538 or email to customer.service@eventdecordirect.com as soon as possible and we will cancel the order. If we are able to cancel, your credit card charge will be reversed with no restocking fee. Your credit card statement will reflect both the charge and the refund.

If your order ships and you cancel immediately after it ships, you will be responsible for all outbound and inbound shipping costs. You will need to receive the order and then call us to arrange a return per the above RMA instructions. Refusal of a shipment is not an acceptable way of returning/cancelling an order and may be subject to additional fees and penalties.

Cancellations or returns must be authorized in advance.


RECEIVING INSTRUCTIONS

Event Decor Direct uses several different shipping companies, and we ship from several different warehouse locations. Your order may be shipped in several shipments.

There are times when an order must ship via freight. If your order ships that method the shipping company will contact you to arrange receipt of your shipment. All deliveries will require that an adult be present to inspect and sign for the shipment.


Tips to Reduce Your Inconvenience of Returns:

    o Before ordering, always understand the final dimensions of completely assembled products.

    o Please check the color and dimensions of items carefully to make sure they are suitable for the space intended.v

    o Let us know if we can be of assistance in selecting the right products for your situation.

    o Even if the package appears only slightly damaged, write "Package Damaged" when you sign for delivery.

    o Don't damage or discard any shipping materials, packing or boxes until you are sure you are satisfied. Returns must be in a resalable condition and configuration.



    Shipping Policy


    FREE GROUND SHIPPING (48-72 hour processing time)

    Continental USA for orders $499+

    Canada for orders $1000+

    Depending on your location, it can take 1-14 days for it to be delivered.

    FREE SHIPPING is only provided for GROUND shipping. If you require overnight or expedited shipping those will require additional fees.


    PAID GROUND SHIPPING (36-48 hour processing time)

    Depending on your location, it can take 1-14 days for it to be delivered.


    EXPRESS SHIPPING (24-36 Hour Processing time)

    Cut off time for same day shipping is 2:00pm EST.

    We do not offer same day shipping for custom fabrics; these require at least 24 to 48 hours to produce.

    Please allow for 4 hours processing time.

    Depending on your location, it can take 1-5 days for it to be delivered.

    EXCLUDE THE FOLLOWING:Puerto Rico, Hawaii, Alaska, Yukon, Northwest Territory, and Nunavut. These locations require a shipping quote.

    PLEASE NOTE: In rare instances Canadian customers may be subject to additional shipping costs. We will contact you to discuss if this applies to your order.


    WRONG ADDRESS DISCLAIMER

    It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of your order. If you decide to cancel your order or change your shipping address, please write to us at customer.service@eventdecordirect.com as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so. If it's too late for our team to cancel your order, we can attempt an address change with UPS. This does require additional fees that you are responsible for. For more information on how to return your order please see our return policy.

    Extra Shipping Charges: If you upgraded your shipping and the package was returned to us due to an incorrect address and if you would like a refund, you will not be reimbursed for the upgraded shipping fees.

    If your package was undeliverable, meaning UPS attempted to deliver your package three times and no one was there to accept it, and is returned back to us you will be responsible for the return shipping costs along with the outbound shipping costs and a 15% restocking fee. The order will then be refunded and cancelled. If you require a reshipment of the order you will have to place a new order.


    DELIVERED BUT NOT DELIVERED

    All of our shipments include Tracking with Delivery Confirmation. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact UPS at 1 (800) 742-5877 in order to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address. If you suspect that your package has been stolen, please contact the proper authorities.


    PROCESSING TIMES


    All orders have a 48 HOUR TO 72 HOUR PROCESSING TIME UNLESS EXPEDITED SHIPPING IS SELECTED. SEE ABOVE

    Custom Fabrics – specialty colours and tablecloths– 48 hours

    Themed Decor – 5 business day processing time - This can be upgraded to 3 days with a rush service. There are additional costs associated with this please contact us at 1.800.914.3538 to discuss.

    Custom Gobos require a minimum of 24 hours to create. For expedited Gobos please call or email us at GOBOs@EventDecorDirect.com

    Large Quantities and Freight (other than UPS/FedEx) – may require extra processing times.

    USPS Orders will be treated as ground shipping and NOT expedited and is NOT recommended for orders with deadlines. If you require expedited shipping you are to select “UPS” expedited services.


    TRANSIT TIMES


    These are estimated, if you require a guaranteed delivery date please contact us for a quote 1.800.914.3538.


    FREE SHIPPING & GROUND TRANSIT TIME:

    1-4 days transit time - East Coast

    3-5 days transit time - Central USA

    4-6 days transit time - West Coast


    EXPRESS OF EXPEDITED DELIVERY TIMES:

    Next Day Air - By 12:00 PM

    Next Day Air Saver - By End of Day

    2nd Day Air Saver - By End of Day

    3 Day Select - By End of Day


    ITEMS NOT INCLUDED IN THE FREE SHIPPING & REQUIRE ADDITIONAL SHIPPING FEES:

    Event Furniture

    Storage Solutions

    There will be some instances where your order will have to ship by a freight company and additional fees required.

    You will be contacted if we need to add these fees prior to shipping.


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