To edit this page simply login to the control panel, click the Website Content tab and choose the View Web Pages option. Click Edit next to the Shipping & Returns page and you can change this text. A sample returns policy is shown below which you can edit as needed.
You may return most new, unopened items within 30 days of delivery for a full refund but you will need to notify us within 5 days of delivery of your intent to return. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). If you are returning for any other reason you will be responsible for the return shipping costs.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order. A 20% restocking fee will apply to most returns.
We can ship to virtually any address in the US and Canada. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
We offer free standard shipping on all products. Inside delivery is not included but may be available for an additional fee. Freight deliveries must be signed for and must have someone present. The shipper will call for a delivery appointment. Any missed appointments by the customer may result in additional fees. Scheduling delivery for a time period greater than 1-week from when the shipper is ready may result in daily storage fees. Most deliveries go off perfect but if you need any special handling, please let us know before we ship.
Damaged and Defective Items
In the unlikely event that an item you ordered arrives damaged or is defective, you may return the item (and any related items from the order) for a replacement or a full refund, as long as you report the issue within 30 days after delivery of the item and it was shipped by a parcel carrier (for example, if it was delivered by UPS, FedEx or USPS). You will not be responsible for the shipping costs to return or replace the item (and any related items from the order).
Important Note About Deliveries by Freight or White Glove Services: If the damaged item was shipped through a freight carrier or white glove service, then you must report the issue within 5 days after delivery to be eligible for a replacement or refund of the item (and any related items in the order). It's critical to report the issue within that time period so that a claim can be filed with the carrier. We encourage you to inspect the packaging of the item before you accept the item from the carrier. If the packaging or the item appears damaged when it arrives, you should take pictures of the damage, mark the damage on the freight bill that you are signing if the boxes or items appear to have minor fixable or replaceable damage, and if an item is clearly damaged beyond repair you may inform the carrier and refuse delivery. In that case, please report the issue and you can choose to receive a replacement or a refund.
Important Note About Freight Forwarders: If you decide to use your own freight forwarder to ship an item or if you export an item outside the United States yourself or through another carrier, then EBPeters will not be responsible for providing any replacement or refund for any damaged or defective items. You should not list Houzz on any export documentations.
To report an issue with an item, please Contact Us. We will require you to submit photographs of the damage or defect including the packaging which helps us expedite a claim and return or replacement. The seller may also ask you to submit photographs of the original packaging if it was damaged.