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Shipping & Returns

RECEIVED WRONG MERCHANDISE

If you receive wrong merchandise you must contact Pipe & Drape Store within 5 business days. We will replace the incorrect merchandise at no charge to you. If you receive incorrect merchandise Pipe & Drape Store 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 Pipe & Drape Store 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 sales@pipeanddrapestore.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.

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.

TRANSIT TIMES

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


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


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.