Frequently Asked Questions

Orders

How do I check the status of my order?
You can check the status of your order by entering your order details on the Order Status page.

Click on the order number and you will see the order status in the top right corner. If you do not know your order number, you can locate it by looking at your order confirmation email.

When a shipping label has been created for your order, you will be able to track your shipment within your Order History.

Please note that once your package has shipped, tracking information will take up to 24 hours to appear in a carrier’s system.

If you have any further questions, please contact us.

Where can I see my previous orders?
Your previous orders are available in your Order History.

I received a damaged item. What should I do?
Your satisfaction is our top priority, and we want your shopping experience to be perfect. We’ll replace the item if it’s still available or issue a full refund, including shipping charges.

I’m missing items from my order. What should I do?
Since some items are shipped directly from the manufacturer and others are shipped to our warehouse first for repackaging, your purchases may arrive in more than one package.

Please view your order details to verify which item(s) may have shipped separately by entering your order number on the Order History page.

Enter your order number and email address; it will indicate an estimated arrival date for each item in your order. Items with different estimated arrival dates will most likely be shipped in separate packages.

If you do not know your order number, you can locate it by looking at your order confirmation email. If all of your shipments have been delivered and you are still missing items, please contact us immediately.

How do I change my shipping address for an order?
To update the shipping address for an order, please contact us.

How do I cancel an item or order?
We’re sorry, but we cannot cancel orders. If you have any concerns, please contact us.

Can I add items to an existing order?
Unfortunately, you can’t add items to existing orders. If you would like to add new items to an order you will need to place a new order on our site.

Payment

When will I be charged for my order?
When you place an order, we authorize your credit card to confirm it is valid and that there are sufficient funds available for your purchase.

An authorization does NOT charge your card at that time, but some banks may hold the authorization for the purchase amount on a customer’s card for up to 7-10 business days. It will appear on your statement as a “pending charge” and is usually for $.01 more than the original purchase amount.

We do not charge your credit card until your item(s) have been shipped.

If your order has been split into multiple shipments, we will collect payment only on the portion of your order that has shipped.

Please review your shipment notification email for details on the amount actually charged to your credit card.

If you wish to remove the authorization, please contact your credit card’s issuing bank.

How do I apply a gift card to my order?
On checkout, you can enter your gift card number and pin number under the Payment Method section. The PIN can be found on the back of your card under the scratch-off label.

Once entered, click APPLY. The balance available on your gift card will be applied to your order.

ECE Interior was unable to authorize my credit card. What should I do?
Please send us an email.

Updating your credit card in My Account will not update orders that have already been placed.

How do I apply a Promotion to my order?
On checkout, you can enter your Promotion Code under the Order Summary section. Once entered, click APPLY.

Shipping & Delivery
Do you accept international shipping addresses?
Yes, we send all around the world.

How can I track my package?
You can track your order by visiting the Order History section in My Account and clicking on the order number. If you do not know your order number, you can locate it by looking at your order confirmation email.

Once a shipping label has been created for your order, you will find the tracking number underneath the Tracking section.

Shipping & Delivery

How can I track my package?
You can track your order by visiting the Order History section in My Account and clicking on the order number. If you do not know your order number, you can locate it by looking at your order confirmation email.

Once a shipping label has been created for your order, you will find the tracking number underneath the Tracking section.

If you have any further questions, please contact us.

Is sales tax charged on shipping & handling fees?
Depending on where the order is being shipped, sales tax will be charged on the order subtotal, shipping, and/or handling at the applicable county rate. Tax rates vary among countries.

Does furniture take longer to arrive?
Furniture orders often take longer to arrive due to the logistics of shipping larger pieces. In addition, most furniture pieces are delivered by white-glove services, which need to make an appointment with you for in-home delivery.

Once you receive a shipping notification email, a shipping company representative will call you within two to three weeks to schedule a delivery time.

Your actual delivery date should fall within the estimated arrival date range for your item(s). Check your estimated arrival date by visiting the Order History section in My Account.

Once on the Order History tab in My Account, click on the order number and you will see the estimated arrival date for each item in your order. If you do not know your order number, you can locate it by looking at your order confirmation email.

Does ECE Interior have a white-glove delivery service?
Items that are oversize, heavy, fragile, or one of a kind are shipped by white-glove or entryway delivery to ensure they arrive safely.

What is the difference between white-glove and entryway delivery?
Our white-glove service will deliver the item into your room of choice, perform 15 minutes of light assembly and dispose of the packaging materials. Light assembly does not apply to beds, cribs, dining tables and porch swings.

Our entryway service will deliver the packaged item to the first room of your address. The recipient is responsible for unpacking and moving the product farther into the home.

How do I receive my delivery?
You’ll receive an email from us with tracking information about your item.

Shortly before the arrival date, our delivery service will contact you to schedule a delivery appointment.

Some things to know:

Items will not be delivered without an appointment.
Delivery appointments are available Monday through Friday 8am-5pm. Weekend delivery is not available.
Please make sure an adult 18 or older will be home during the delivery window. The delivery window may vary depending on your location. Usually there is a four-hour window, but sometimes it is greater.
Additional fees will be charged for missed appointments and last-minute changes to appointments.
Do I need to do anything before my delivery appointment?
Before your appointment, please make sure the walkway and the area where you’d like the item placed are clear.

The delivery service cannot move existing furniture to make room for the new item. It is also unable to remove unwanted furniture or make any modifications to your home.

Should I inspect my item?
Yes, once your item has been unwrapped, please inspect it for any damage that may have occurred in transit. Do not sign the delivery paperwork until you have thoroughly inspected the item for any damage or quality issues.

If you do see any damage or quality issues:

You have the right to refuse the item.
Make a note of the damage on the delivery service’s paperwork before signing for the item. If you do not note the damage on the delivery paperwork, it’s more than likely we won’t be able to issue a refund or replace the item.
Contact us and we’ll help resolve the issue.
When will I be contacted to schedule my furniture delivery?
Furniture orders often take longer to arrive due to the logistics of shipping larger pieces.

Once you receive a shipping notification email, a shipping company representative will call you within two to three weeks to schedule a delivery time.

Your actual delivery date should fall within the estimated arrival date range for your item(s). Check your estimated arrival date by entering your order details here.

Click on the order number and you will see the estimated arrival date for each item in your order. If you do not know your order number, you can locate it by looking at your order confirmation email.

If the stated estimated arrival date for your item has passed, please contact us.

How long will it take for my order to arrive?
Check your estimated arrival date by entering your order details here.

Click on the order number and you will see the estimated arrival date for each item in your order. If you do not know your order number, you can locate it by looking at your order confirmation email.