Shipping & Returns

GENERAL RETURNS

To return an item, you must first request an RMA 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.

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 Event Furniture, Scratch and Dent, Portable Displays, and Storage Solutions are not available for returns and all sales are final.

Any products that are custom made such as Custom Foam and Marquee Letters, Event Carpet, ShowTurf, Vinyl Flooring, All Dance Floors and Stages Designer Tablecloths and Overlays or are custom sewn to your specifications are considered final sale and cannot be returned.

Tips to Reduce Your Inconvenience of Returns:

• Before ordering, always understand the final dimensions of completely assembled products – found in the description of the item
• Please check the color and dimensions of items carefully to make sure they are suitable for the space intended – found in the description of the item
• Let us know if we can be of assistance in selecting the right products for your situation.

REFUND & CANCELLATION POLICY

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 your order has shipped and you cancel 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.

Event Décor Direct cannot be held liable for missed deliveries and does not guarantee a delivery time or window. You can call the carrier or check online (not all carriers support online tracking) for live updates once tracking information is active.

RECEIVING INSTRUCTIONS (FREIGHT/PALLET SHIPMENTS)

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. Not every freight carrier will call before delivery. Please be sure to follow your tracking and reach out to the carrier if you have any questions about the delivery date and time. All deliveries will require that an adult be present to inspect and sign for the shipment.

When receiving items via freight carrier, please be sure to read the BOL for the number of pieces you are to be receiving. If you are missing any boxes or pallets, you MUST write on the BOL that you are short pieces. Although freight damage is rare, we highly recommend that our customers thoroughly inspect each shipment at the time of delivery and make note of any abnormalities, shortages, or damage on the delivery receipt.

All boxes should be opened, inspected and pieces counted to ensure a complete delivery. Make the driver wait while you review and inspect the shipment - if the driver will not wait - DO NOT REFUSE SHIPMENT - write: “DRIVER REFUSED INSPECTION” when signing the delivery receipt.

Failure to note damage on the delivery receipt terminates all claims that can be filed on damaged merchandise.

Failure to follow the above instructions limits our ability to assist in the event of damage. Please forward this information to the party who will receive the shipment.

RECEIVING INSTRUCTIONS (UPS/FEDEX– non-freight shipments)

Please be sure to use the provided link to track when your package(s) will be delivered.

If you are not able to be available to the receive the package(s) yourself on the day it is estimated to deliver, it is advised that you utilize the carriers online support system (UPS MyChoice or FedEx Delivery Manager) which will allow you to have package(s) held or delivered on a different date.

If you allow the shipment to be delivered and you are not home, UPS/FedEx will deliver it as “DRIVER RELEASED” if the carrier company deems the location safe to do so.

They will attempt up to 3 times to deliver. If you are not available after these attempts the package(s) will be returned to our warehouse and you will be responsible for all shipping costs and any associated restocking fees. If you require a reshipment of the order you will have to place a new order.

DELIVERED BUT NOT DELIVERED

All our shipments include Tracking with Delivery Confirmation. If the tracking information confirms that the item has been delivered to the shipping address on the order, but you have not received it, please contact the carrier (UPS at 1 (800) 742-5877 or FedEx 1 (800) 463-3339) 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.

WRONG ADDRESS DISCLAIMER

It is the responsibility of the buyer to make sure that the shipping address is entered correctly. We do our best to speed up processing and shipping times. There is a very small-time gap to cancel/change your order. If you need to change your shipping address, please call us at 1.800.914.3538 or 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. If it's too late for our team to change the address in the order, we can attempt an address change with UPS. This does require additional fees that you are responsible for.

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

FREE SHIPPING (up to 5-day processing time) & GROUND TRANSIT TIME:

1-4 days transit time - East Coast

3-5 days transit time - Central USA

4-6 days transit time - West Coast

Continental USA for orders $99+

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

FREE GROUND SHIPPING EXCLUDES THE FOLLOWING:Puerto Rico, Hawaii, Alaska, Canada, and Canadian Territories. These locations may require a shipping quote.

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

Event Furniture, Storage Solutions, and Event Flooring

1-4 days transit time - East Coast

3-5 days transit time - Central USA

4-6 days transit time - West Coast

EXPRESS OR EXPEDITED (3 day select, 2nd Day Air and Next Day Air) (up to 24 hours processing time) 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

Cut off time for same day shipping is 11:00am EST for standard in stock items.

We do not offer same day shipping for custom items including but not limited to all custom and designer fabrics; these require at least 24 to 48 hours to produce.

*** Custom Items including but not limited to Designer Tablecloths and Overlays or are custom sewn to your specifications 48 hours

*** Custom Foam and Marquee Letters and some designer linens have a 5-7 business day processing time***

*** Event Carpet, ShowTurf, Vinyl Flooring and some dance floors have a 3-7 business day processing time ***

*** Economy, LED, LED 3D and Starlight dance floors have a production time of approximately 12-14 weeks. These ship from overseas, and due to the supply chain related delays we cannot be held responsible for any transit delays. ***

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

Large volume orders and freight shipments (other than UPS/FedEx) – may require extra processing times.