Customer Service
We offer multiple levels of support to all
of our customers. Please use the most convenient method to contact us, and
we will be happy to help you! The following services are available for
customer support:
- Email support:
orders@visiondecor.com Please
allow up to two business days for an email response, not including
weekends or holidays.
- Phone Support: 1-877-68DECOR
(1-877-683-3267). Phone Support is available Monday - Friday, from 10am
to 5pm PST. Due to volume, your phone call will be answered in the order
it was received.
- Live Chat: Live Chat service
provides immediate help, free of charge. The office hours for Live Chat
support are Monday - Friday, from 10am to 5pm PST. Due to volume, not all
chat inqueries can be answered immediately. If you are unable to contact
a Customer Service representative via Live Chat, we apologize and ask that
you please try again.
Privacy and
Security
Your privacy and security is very
important to us. Our store is part of the Yahoo Store network of merchants,
and as such we have made a commitment to meet the network's strict
requirements regarding how we treat your information.
Below, you will find specific details on how we
keep your information private and secure.
- Placing an Order
When you choose to place an order with us, we will need some specific
information like your full name, shipping address, billing address,
billing information, and e-mail address. You do not need to enter any of
this information until you are ready to order, although please note that
the shipping address is required in order for us to accurately calculate
the best rates for shipping your items. Your shipping address is in no
way stored upon entry, and we will have no record of it if you choose not
to purchase. This information is used to make your shopping experience
with us as smooth and pleasant as possible. We do not share this
information with any party for any reason.
- Security
The security of your personal information is very important to us. In an
effort to protect your personal information, we use Secure Sockets Layer (SSL)
technology with 128 bit encryption, as required by Yahoo Store shopping
networks. If your browser supports SSL (all newer browsers do), it will
automatically encrypt the information you provide to us on the secure
pages on our site, before sending it over the Internet.
- Visiondecor.com is verified as a
"Hacker-Safe" secure site by ScanAlert, providing protection for identity
theft and credit card fraud.
- Some browser versions and some firewalls
do not permit communication through secure servers. In that case, we
suggest that you contact us regarding an order by emailing us at
orders@visiondecor.com
- This site contains links to other related
sites. Visiondecor is not responsible for the privacy practices,
security, or content of any affiliated websites.
- Newsletters sent by
Visiondecor are internal only, and email addresses are not marketed to 3rd
parties. We provide unsubscribe functionality for all newsletter or
mailing lists.
Payment
Processing
Once you place an order at Visiondecor, we
begin processing your order immediately. Please note the following details
regarding Payment Processing.
-
Processing of your order will
usually take about 1-2 business days, which allows time for your payment to
clear and your package to be prepared for shipment. Occasionally, issues may
arise and delay this. We will always inform customers about significant
delays.
- Please know that orders placed near or on
the weekend may not be processed until the following business day.
- Be sure to provide us with correct
shipping and billing information to prevent delays during order
processing.
- Remember to include a phone number so we
are able to contact you if required for delivery arrangement.
- Checkout is 100% safe and secure!
New Product Warranty
- All of our products carry a New Product Warranty that promises an item
is new and in original condition upon arrival. This warranty covers
against defects unrelated to shipping/handling damage. We can
provide replacements or parts if a defect is reported within 7 days after
receiving the item.
- If you are missing parts in your order, please let
us know within 30 days of the ship-out date, and we will provide
replacement parts for you, free of charge.
- While Visiondecor works to fulfill the New Product Warranty for our
customers, the actual warranty is offered by the manufacturers of our
items. Visiondecor acts as a mediator in the process of warrantee
fulfillment, and cannot be held liable for the actual fulfillment of the
warranties.
- Please note that new parts
do not carry a new warranty, they are considered extensions of the
original item warranty and are subject to the same time constraints
regarding notification and fulfillment.
-
Due to processing, warranty fulfillment may take many weeks to complete.
Shipping
and Handling
We offer many options for proper and safe
shipping of furniture pieces. Visiondecor has 6 years of experience in the
industry of bulky furniture shipping methods, and we put everything we've
learned to use in order to minimize the chance of damage or delays. For
complete information on our Shipping and Handling policies, please visit the
Shipping
and Handling page.
- All orders can be cancelled prior to being assigned a tracking number.
If an order has shipped already, and a tracking number has been assigned
to it, a cancellation is subject to our standard 30 Day Return Policy.
If you need to cancel an order, please contact us promptly by email,
phone, or live chat. Be sure you reach one of our customer service
associates so that your order will be cancelled immediately and not
shipped.
Damage on Arrival /
Unfulfilled Orders
Our staff is well trained to offer assistance in the event of damages or
other issues relating to your order. Damages, missing parts, or
discrepancies must be reported within 7 days from the date that the item was
received. We assume no responsibility for any problems reported after
the 7 day period.
-
Please report a damaged item via email or one of our
other preferred contact methods. For more information, check the
customer service section.
-
Damage resulting from shipping must be claimed upon
receipt of the damaged item. If you found damages during delivery,
please refuse the order so that the shipper can take the item back.
Accepting a damaged item will delay the replacement/parts fulfillment
process.
-
For large orders with multiple pieces, please do not
refuse shipment unless a majority of the pieces are damaged. For example,
if one piece is damaged in a 4 piece set, please accept delivery and
notify us of which piece is damaged within 7 days. We will ship a
replacement.
Damage Documentation Process
-
1. Damages and other issues must be documented with
written note (by email, standard mail, or fax). Phone contact is for
information use only, we are not responsible for lost or missing voicemail
and email claims. In addition, photo proof is required for any concealed
damages that were not specified to the shipper upon receipt of the item.
-
2. Once a damaged / unfulfilled order is claimed, we
will process fulfillment of the order by sending you replacement items or
parts.
-
3. If a replacement is declined, and you would rather
cancel your order, a 15% restocking fee is required on the original price
of the item. Original shipping will be refunded.
Our
return shipping address:
Vision
Decor Furniture
167 Mason Way A-1
City of
Industry, CA 91746
Fax:
626-820-1252
Color / Appearance / Price / Dimension Discrepancies
Visiondecor strives to
provide the highest quality images and descriptions for our products.
Although our Customer Service staff is highly trained in communicating
proper color, dimension, and descriptive information regarding our products,
their information may not always match the product perfectly.
e
are not responsible for image color/appearance variations due to monitor
settings or slight measurement discrepancies.
If
precise colors, dimensions, or patterns are critical to your order, please
contact us so that we may assist you in answering any questions you may
have prior to ordering.
We provide multiple ways
of communication for our customers to contact us, but occasionally a
mistake may be stated by our customer service team. Visiondecor is
not responsible for the expressed opinions of our staff regarding item
descriptions, pricing, policy errors, or other correspondence errors.
Our live chat and phone service is for informational purposes only.
For documentation of an agreement with Visiondecor, please ask for a
written statement either by email or fax.
Disclaimer:
Visiondecor strives for
accuracy in all item descriptions, photographs, compatibility references,
detailed specifications, pricing, links and any other product-related
information contained herein or referenced on our website. Due to human
error and other determinates we cannot guarantee that all item descriptions,
photographs, compatibility references, detailed specifications, pricing,
links and any other product-related information listed is entirely accurate,
complete or current, nor can we assume responsibility for these errors. In
the event a product listed on our website is labeled with an incorrect price
due to some typographical, informational, technical or other error,
Visiondecor shall at its sole discretion have the right to refuse and/or
cancel any order for said product and immediately amend, correct and/or
remove the inaccurate information. Additionally, all hyperlinks to other
websites from Visiondecor are provided as resources to customers looking for
additional information and/or professional opinion. Visiondecor does not
assume responsibility for the claims and/or representations made on these or
any other websites.
30 Day Return /
Exchange Policy
All items may be returned for a refund or exchange within 30 days of the item
being shipped from our warehouse (as determined by tracking #). Return
shipping will be arranged by the buyer. To arrange for the return of your
item, contact us
here.
-
All returned items must be in original packaging, unassembled, undamaged,
and in resalable condition. All hardware and parts must be included.
Returned items are subject to inspection upon arrival, and any missing or
damaged components will result in assessment and reduction of the final
refund amount.
-
If a refund is requested, the refund amount will be the original total
less shipping charge, 20% restocking fee on the original item price, and
any deductions resulting from return shipping damages or unreported
defects. Refunds will be credited in 1 to 2 weeks from the date of
arrival for the returned item.
-
If an exchange is requested, the original item price less 20% restocking
fee is credited toward the new order, and Visiondecor will cover for new
shipping charges on the exchange item. Deductions from the credit
total will be accounted for any damages resulting from return shipping or
unreported defects.
-
No returns are accepted after the 30 Day Return Policy period.
L&L
Trading and Investments Inc. and Visiondecor are not liable for any property
damages, injuries, or consequential damages resulting from the mishandling
or misuse of our products.
Any
dispute arising out of or related to these Terms and Conditions or the sales
transaction between Visiondecor and Customer shall be governed by the laws
of the State of California, without regard to its conflicts of law rules.
Specifically, the validity, interpretation, and performance of this
agreement shall not be governed by the United Nations Convention on the
International Sale of Goods. Visiondecor and Customer consent to the
exclusive jurisdiction and the exclusive venue of the State Courts of the
State of California, Los Angeles County, to resolve any dispute between them
related hereto, and the parities waive all rights to contest this exclusive
jurisdiction and venue of such Courts. Finally, the Customer also agree not
to bring any legal action, based upon any legal theory including contract,
tort, equity or otherwise, against Visiondecor that is more than one year
after the date of the applicable invoice.
|
