Returns & Exchanges
What If My Order Is Damaged?
At Viral Decor we make sure that our products are well-packaged to withstand damage during shipping. We also pride ourselves in using the most qualified shipping carriers in the business. Even despite these precautions there are times that an item might arrive damaged to your home. If your order is shipping by Truck Freight, or White Glove, please note the important instructions below.
Shipments Made via Freight Carrier
Please make sure that when the driver brings the boxes into your home you carefully inspect the boxes. Please note if there are any missing or damaged boxes. If there is a box that seems to be missing, please write "missing a box" on the form the driver has and contact us immediately. If the package appears severely damaged, please inspect the items, write "badly damaged " on the form the driver has, and refuse the delivery. This will allow for the packaged to be returned to us and allow a new piece(s) to be sent out to you immediately. If the package appears slightly damaged, please mark "box damaged" on the form. If you choose to accept the delivery, and the item is found to be damaged and/or missing pieces we will get those pieces sent out to you as soon as possible. Please keep all original boxes as they will need to be used to return all damaged items to us. We always try to send out replacement pieces as soon as possible. Therefore, it is possible that we will send out a new unit prior to picking up the damaged item. It is your responsibility to keep these damaged pieces in the original boxes for return. If you choose not to return the item or have chosen to throw out the original boxes we may be required to charge you for the original damaged pieces.
It is required that you contact us within 24 hours to report any damage or missing pieces to us. This will allow us to file a claim and process your replacement pieces. Please use the form we have as a link on our homepage entitled "claims" to notify us of any damage. This form is sent directly to our claims department. We strive to make this as painless and easy for you as possible. Please help us do that for you by providing us all necessary information.
White Glove Platinum
The white glove delivery service will be setting up and putting all of your furniture pieces together for you. Additionally, they are responsible to inspect all of the merchandise prior to delivery. Therefore, after the delivery company is done setting up your items please take the time to inspect all of the furniture. If there is any damage or missing pieces, please write that on the delivery form. It is required to make sure you do this before they leave as we want to be able to file a claim on your behalf. Once the delivery company leaves your home and you have inspected all of the items to your satisfaction, we will no longer be able to file a claim for you.
If you decide you do not want parts or a replacement unit, the item can be returned under our standard return policy. If a product arrives damaged, or we made an error, and it cannot be remedied with either a full replacement or replacement parts, we will pay to return the item to us and offer you a full refund.
Should there be a problem due to a manufacturer's defect, it is required that you notify us within 24 hours. Once we receive this notification, we can either replace the defective part, or if necessary, the entire unit. We stand behind our products and maintain great relationships with the manufacturers who produce them. If you are having an issue, please contact us and we will make every possible effort to resolve the situation.
You may cancel your order, for any reason, and receive a full refund provided your order has not been shipped by either Viral Decor or the manufacturer. Our customer service representatives can inform you of the status of your order and advise you whether or not the order can be canceled for a full refund. Once an item is shipped by either Viral Decor or the manufacturer the terms of our Returns policy will take effect.
Please note: Once you have requested a cancellation by filing out a cancellation request form, your cancellation is not complete. We must verify that your item has not shipped and then will notify you that your request has been accepted.
Viral Decor is proud to offer one of the best return policies on the internet. You may return your purchase for any reason within 15 days of receipt for an exchange or a refund of the purchase price excluding our shipping and restocking fees. Most of our products are offered with free shipping, so please be aware that if you return one of these products our actual outbound shipping costs will still be deducted from your return refund. If a product arrives damaged, or we made an error, and it cannot be remedied with replacement parts we will pay to return the item to us and send a replacement to you. If you decide you do not want parts or a replacement, the item can be returned under our standard return policy.
Please keep in mind that once an order has shipped, it cannot be canceled. If you refuse an order, it will then fall under our standard return policy.
If you decide to return your product, please notify us via the telephone or by emailing us at firstname.lastname@example.org with your original order #, your name and what product you plan on returning. We will then provide you with a location to ship to and also a RMA number.
Please wrap your package carefully. All returned products must be in original condition and packaging; otherwise, additional charges may be applied.
You may return the product using your preferred shipping method to the address you are provided. This may be our main office or to one of our distribution centers.
Please save your return tracking number, and if possible, email it to us so that we can track the return. It is important that you save the tracking number and that you insure the return package in case there are any issues during transit.
Please Note: Unless the return or exchange is due to an error on our part, we cannot refund shipping and restocking. We will issue a credit to the credit card used for the original purchase or send a check in the mail to you.
Unfortunately, if products have been assembled or modified, we cannot take them as returns. Also, restocking or repacking fees are charged by some manufacturers and warehouses to cover labor, paperwork and shipping carton replacement.
For our international shipments, we cannot refund the brokerage fee.
Custom Made Returns
Custom made orders are exactly that. They are crafted to your taste and your liking. Once crafted, they have no use in our warehouse. Therefore, once the custom made orders are processed, we are unable to give any type of refund for these orders under any circumstances.
All products sold by Viral Decor are covered by the manufacturer's warranty. If you have purchased a product from Viral Decor and find it to be defective, please contact Customer Support at 1-888-273-3999 for assistance in processing your claim.
Viral Decor offers you a furniture protection plan brought to you by Guardsman. ( A 100 year old publicly traded company under VAL). The Guardsman Elite Protection Plan gives you the freedom to live comfortably with your new furniture without having to worry about minor mishaps. When a problem occurs, repair personnel from Guardsman's nationwide team of experts will be are there to repair the splendor of your furniture. With the Guardsman Elite Protection Plan, you, as the customer, can leave our online store knowing that your purchase is protected. Itís a simple process. In the event your furniture is in need of repair, just call or email Guardsman, detail the damage and they will contact you to arrange repair of your furniture. If they can not fix your furniture, you will be refunded your insurance plan. Please note that the Guardsman Elite Protection Plan lasts five years from the date of purchase and must be purchased at the time you purchase your furniture.
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