Q & A
SHIPPING & DELIVERY
Q: What is the estimated delivery time after placing an order?
A: Orders typically take 5–10 business days for delivery (US/Canada standard). Delivery times may vary depending on location, customs clearance, or peak seasons. We will notify you immediately if there are any unexpected delays.
Q: When will my order be shipped?
A: Orders are usually processed and shipped within 1–2 business days after payment confirmation.
Q: How can I track my shipment?
A: Once your order has shipped, you will receive an email containing your tracking number. You can track your shipment in real time using the provided link.
Q: Do you ship internationally?
A: Yes, we ship to selected international destinations. International shipping times and fees vary depending on the destination.
Q: Will I be charged customs or import duties?
A: Customs duties and import taxes may apply depending on your country’s regulations. These charges are the responsibility of the customer.
Q: What happens if my package is delayed or lost?
A: If your package is delayed beyond the expected timeframe or appears lost, please contact us. We will work with the carrier to resolve the issue as quickly as possible.
RETURNS & EXCHANGES
Q: Can I return or exchange a product?
A: Yes, returns and exchanges are accepted within 10 days of receiving the product, provided the item is unused, uninstalled, and in original packaging. Installed or modified items are strictly non-returnable.
Q: How do I initiate a return or exchange?
A: Please contact our support team at support@designlivingco.com with your order number and reason for return. We will provide return authorization and instructions.
Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs unless the return is due to a defective or incorrect item.
Q: How long does it take to process a refund?
A: Once the returned item is received and inspected, refunds are typically processed within 3–5 business days to the original payment method.
Q: What items are non-returnable?
A: Installed products, customized items, clearance items, and products showing signs of use are not eligible for return.
PRODUCT COMPATIBILITY
Q: Is installation support available?
A: Most products are designed for DIY installation. For complex components, we recommend professional installation. Video guides or assistance may be available upon request.
Q: Are installation tools included?
A: Tools are not included unless explicitly stated on the product page.
💳 PAYMENT & SECURITY
Q: What payment methods do you accept?
A: We accept all major credit cards including VISA, MasterCard, American Express, as well as secure payment services such as Shop Pay.
Q: Is my payment information secure?
A: Absolutely. All transactions are processed through secure, encrypted payment gateways, and we do not store your credit card information.
Q: Can I pay in installments?
A: Installment payment options may be available depending on your payment provider and location.
Q: Will I receive an order confirmation?
A: Yes, once your payment is successfully completed, you will receive an order confirmation email with full order details.
CUSTOMER SUPPORT
Q: How can I contact customer support?
A: You can reach us anytime at support@designlivingco.com. We typically respond within 24 business hours.
Q: What should I do if I receive a defective or incorrect item?
A: Please contact us immediately with photos of the item and your order number. We will arrange a replacement or refund as quickly as possible.