faq

Ordering


You can order samples through this website (designbycolor.net) or you can call our Customer Service centre number at 1-800-539-5399 Monday-Friday 9:00am to 5:30pm, Eastern Time. If you call, please have your ordering and credit card information ready.

You can order product by visiting one of the stores who carry our products (see our Store Locator to find a store near you).

Having trouble finding a store in your area? Just give us a call at 1-800-539-5399 (Monday to Friday between 9:00am and 5:30pm EST) and we'll be happy to help you!


Wallpaper samples are 8” wide x 10” high. Border samples are 12” length x full border height. (Note: Samples are not available for select patterns from the specialty books.) Product size varies by the style you order and can be found on this website under “Product Information” for each pattern.


For wallpaper samples and border samples, the cost per item is just $4.99. The cost of product varies by pattern. Click on Zoom and Product Info within “Shop Wallpaper” to see product pricing.


Have questions? Need help? Our expert customer service staff will be happy to assist you! Please contact our Customer Service centre at:

Customer Service centre Phone Toll Free: 1-800-539-5399 Monday–Friday 9:00am to 5:30pm, Eastern Time.

Customer Service centre E-mail info@designbycolor.net . We will respond to all email inquires within 24 hours.


When you can order depends on how you place your order.
You can place a sample order through this website 24 hours per day, 7 days a week.

You can place a sample order on the phone Monday through Friday 9:00am to 5:30pm Eastern Time at 1-800-539-5399 and one of our Customer Service centre Representatives will be happy to assist you!

You can place a product order by visiting one of the stores who carry our products (see our Store Locator to find a store near you) during their local store hours.


After you place your order, we will process it and ship it from our warehouse within 72 hours. However, transportation time to your location may take an additional 1 to 10 days depending upon the shipping method you choose and your location.


For sample orders placed at designbycolor.net or with our Customer Service Department; Mail is the standard shipping method. Depending on your location you will receive your order in 7 to 10 days.

For product orders placed at one of the store who carry our products (see our Store Locator to find a store near you); ground is the standard shipping method. Depending on your location you will receive your order in 7 to 10 days


We accept MasterCard, Visa, Amex and PayPal


Your credit card will be charged only when your order is placed.


We want you to feel completely comfortable when placing an order. All the information you transmit to us is secure and is kept strictly confidential. Our secure server software, together with your browser, strongly encrypts all of your personal information — including credit card number, id, expiration date, and postal code — so that it cannot be read by anyone else over the Internet. The encryption process converts the characters you enter into coded data that is then transmitted securely over the Internet. After the approval process from the credit card company, we keep only the 4 last digits of your card, stored in its encrypted form, for reference purposes.


You can order and pay for product orders placed at one of the stores who carry our products (see our Store Locator to find a store near you).


Sales tax is added to orders shipped to all provinces/states. Tax rates vary depending on the destination.


No.


We do not accept return on samples.

For product orders placed at one of the store who carry our products (see our Store Locator to find a store near you) see a sales associate for store return policy.


Design By Color™ is responsible for the manufacturing, shipping and processing of your order. Please know that every effort is made to ensure the accuracy of the product information on your order. However, Design By Color™ is not responsible for typos or any other errant, missing or incorrect information. Once the order has been placed, the order is scheduled for processing and your credit card will be charged. Please review your order carefully. Please note: The web preview is a representation of the colour of the final printed product. Color can vary due to paper stocks, inks, coatings and printing processes. We suggest ordering a sample from this website designbycolor.net or by calling our Customer Service centre number at 1-800-539-5399 Monday-Friday 9:00am to 5:30pm, Eastern Time before your place your order at one of the stores who carry our products (see our Store Locator to find a store near you).


For sample orders placed online at designbycolor.net or through our Customer Service centre, call us at 1-800-539-5399 (Monday to Friday between 9:00am and 5:30pm EST). If your order has not shipped we will be glad to cancel your order. If the sample order has shipped, samples are NOT returnable.

For product orders placed at select stores that carry our products, (see our Store Locator to find a store near you) contact your store where you placed your order.


For sample orders placed online at designbycolor.net or through our Customer Service centre, call us at 1-800-539-5399 (Monday to Friday between 9:00am and 5:30pm EST) and we will be glad to assist.

For product orders placed at select stores that carry our product, (see our Store Locator to find a store near you) contact your store associate where you placed your order.

Technical Problems


Please report any technical problems you have with our website or our phone lines to (info@designbycolor.net)


Billing Inquiries


For urgent billing inquiries please contact Design By Color Customer Service centre at 1-800-539-5399. For any other questions regarding billing please contact Design By Color at (info@designbycolor.net) If you have not received a response within 48 hours, first check your spam filter/junk mailbox and then contact us directly.

For product orders placed at select stores that carry our product, (see our Store Locator to find a store near you) contact your store where you placed your order.

If you have already ordered from us and want to change your billing information (address, credit card used, etc.), you can do so on the order confirmation screen the next time you place an order. We do not keep customer profiles, so you will enter your complete billing information each time your order online from DesignByColor.net or by phone.


If your credit card was declined during the order process you will need to contact the card issuer.


Shipping


Cost of shipping by US Mail and handling is Free

The cost to ship product orders depends on the weight of your order, the shipping location and the shipment method request (i.e., ground). Check with the store associate at the time your place your product order (see our Store Locator to find a store near you)


Standard orders will ship via a Courier (UPS, Purolator, Canpar, FedEx or Canada Post ) ground service.

Product orders placed at select stores that carry our product, (see our Store Locator to find a store near you) are shipped standard ground service via a Courier (UPS, Purolator, Canpar, FedEx or Canada Post).


Your samples will arrive in 9 x 12 envelopes. Product orders arrive in specially designed bags or boxes to ensure their safe arrival.


UPS, Purolator, Federal Express, Canpar, Canada Post and US Mail


If you want a sample order delivered faster, you can select Next Day or Second Day shipping at the time you are shopping (see the bottom section of the "Shopping Cart"). You can select and view the freight costs for all shipping options as you add items to your shopping cart. Please note: by requesting faster shipping your order will be processed the day it is received if received before 12:00 Noon, Eastern Time. Otherwise, it will be processed the next business day and the selected shipping method and charges will be applied.


Yes we do.


For sample orders placed online at DesignByColor.net or through our Customer Service centre, call us at 1-800-539-5399 (Monday to Friday between 9:00am and 5:30pm EST).

For product orders placed at the select stores that carry our product (see our Store Locator to find a store near you) you will need to return to the store you placed your order and request your replacement.


For sample orders placed online at DesignByColor.net or through our Customer Service centre, call us at 1-800-539-5399 (Monday to Friday between 9:00am and 5:30pm EST)

For product orders placed at the select stores (see our Store Locator) that carry our product you will need to return to the store you placed your order and request your replacement.


For sample orders placed online at DesignByColor.net or through our Customer Service centre, call us at 1-800-539-5399 (Monday to Friday between 9:00am and 5:30pm EST)

For product orders placed at select stores who carry our products (see our Store Locator to find a store near you), contact your store associate.


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IN THIS SECTION

ordering


> how do I order samples and product?

> what are the sizes of the samples and the product?

> how much do the samples and product cost?

> where can I get additional product information?

> when can I order?

> how long does it take to process my order?

> how long does it take to receive my order?

> what credit card can I use?

> when will my credit card be charged?

> is my credit card safe?

> where can I pay for the products?

> do I have to pay sales tax on my order?

> do you accept tax exempt orders online?

> what is the return policy?

> what are the terms and Conditions of ordering (or what is the fine print)?

> how do I cancel my order?

>what if I have a question about my order?

technical problems


> what if I have a technical problem with your site?

billing inquiries


> what if I have a billing question about my order?

> how do I change my billing information?

> why was my credit card declined?

shipping


> what is the cost to ship my order?

> what method is used to ship my purchases?

> how are my purchases packaged?

> what method is used to ship my purchases?

> what shipping carriers do you use?

> can I get faster shipping

> do you ship international orders?

> what if my order arrives damaged or is incorrect?

> what if my order arrives and is missing some of the products I ordered?

> what if I have a question about shipping?