If you need assistance with in-store or online orders or have any questions about anything, the best way to contact us is by filling out the form below. A member of our team will quickly be in touch!
Frequently Asked Questions
Orders
How do I see tracking info?
Once an order is scanned by one of our shipping carriers, you’ll receive an email with tracking information. For orders with multiple packages, you’ll receive one master tracking number that will represent all packages in the order as well as individual tracking numbers for each package. If you have any questions about tracking info, please fill out the contact form above. We’d be happy to help you!
How do I view the status of my order?
If you have an account with us, you can check your order status by logging in to your account. If you checked out as a guest, an order confirmation email will be sent to you with the status of your order. Once the shipping carrier scans the package into their system, you’ll receive another email with tracking information.
Can I change my address on a recent order?
Please fill out the contact form above as quickly as possible. Please provide the order number and the new address. If we have not packaged the order, then we can make that change for you. If the order has already been packaged or shipped, we unfortunately cannot change the shipping address. Feel free to contact us via the contact form above and we’ll do everything we can to assist you.
Can I place an order as a gift for someone else?
Yes! You can enter the shipping address for the person receiving the order, and we'll send it to them. Also, please indicate in the order comments field at checkout that this is a gift. Our packing team will print a packing slip that includes that sender of the gift and excludes pricing information.
When do orders ship?
We do our very best to process and ship each item as soon as we can. Items are typically processed and shipped within 1-3 business days once we receive the order. Orders may take longer to process, especially during the holiday season.
How do I cancel an order?
Please contact us ASAP by filling out the contact form above. If the order has not been shipped, we can cancel the order for you. If the order has been shipped, you can request a refund by initiating a return. Please see Return Policy for information on how to initiate a return.
What do I do if an item is missing?
If an item is missing in your order, we’ll take care of it. Please fill out the contact form above. Include your name, contact information, order number and the item you’re missing. A member of our team will quickly be in touch with you.
What do I do if an item is damaged, defective, or incorrect?
If you received a damaged, defective or incorrect item, we’ll take care of it. We’ll gladly cover the shipping costs for both the returned item and the replacement item.
To receive a refund or get a replacement on a damaged, defective or incorrect item, please fill out the form on our Contact Us page. Include your name, contact information, order number and the damaged or defective item(s). A member of our team will quickly be in touch with you.
We can only do exchanges on damaged or defective items from Dec 25- July 4 as we do not accept returns for refunds during this time.
Payments and Promotionals
How do coupon codes and promotionals work?
In most cases, coupon codes do not apply to promotional items or cart level discounts. In most cases, cart level promotions or discounts will not apply to items already on sale. Coupon codes and promotionals do not apply to shipping costs and sales tax.
Can I get free shipping on top of other promotions and coupon codes?
In most cases, free shipping will not work when coupon codes or cart level promotions or discounts are present in the cart (including Bulk Buy). Because free shipping is a promotion that we run (not our standard shipping fee), it will not work on top of other promotions or coupon codes.
How do I apply a coupon code?
On the Cart page, click the “Add Coupon” link, type in the coupon code number and click, “Apply.” Or, you can type in the coupon code on the checkout page by clicking the “Coupon/Gift Certificate” link. Please note that coupon codes do not apply to promotional items, shipping costs and sales tax.
I forgot to apply a coupon code to a recent order. Can I get the price adjusted?
Yes, we can help with that as long as it’s within 7 days of the purchase. Simply fill out the form below with the order number and the coupon code. Please note that coupon codes do not apply to promotional items, shipping costs and sales tax.
Can I purchase an E-Gift Certificate?
No, we do not offer e-gift certificates for our online store at this time. You are welcome to purchase gift certificates from our store. Gift certificates purchased from our store can only be used towards in-store purchases.
Shipping
What is your shipping policy?
We do our very best to process and ship each item as soon as we can. Items are typically processed and shipped within 1-3 business days once we receive the order. Orders may take longer to process, especially during the holiday season. We use UPS and FedEx as our primary shipping providers. The shipping services we provide are listed below.
*Economy Ground typically take 5-10 business days to arrive once processed and shipped from our warehouse.
*Standard Ground typically take 3-7 business days to arrive once processed and shipped from our warehouse.
*2nd Day Express typically takes two business days to arrive once processed and shipped from our warehouse.
*Next Day Express typically takes one business day to arrive once processed and shipped from our warehouse.
A tracking number will be sent to your email so you can track your package once the order is shipped. At times, we do have to send your order in multiple packages. Some products are shipped directly from our vendor's warehouse (see product availability on product page). Additional shipping fees could apply. International shipping, express shipping and in-store pickups are not eligible for products that ship directly from our vendor's warehouse. Please note that we do not process or ship items on Saturdays and Sundays or on US Holidays. Shipping charges are subject to change.
Please note that we do not process or ship items on Saturdays and Sundays or on US Holidays. Some items are not eligible for express shipping. Express shipping may not be an option on larger-quantity orders. Shipping charges are subject to change.
We currently ship to all 50 states in the US. We also ship internationally to Canada, and Europe.* We hope to ship to other parts of the world in the near future. All items shipped internationally will ship from the United States. All domestic and international orders are processed in US dollars. All shipping and handling fees as well as taxes and brokerage fees for international orders will be included in your checkout total. These fees will then be billed to Decorator’s Warehouse. Please note that international shipping is significantly more expensive than domestic shipping (see link below for rates). Free shipping promotions and/or discounts do not apply to international shipments. Items shipped internationally or to Alaska and Hawaii require additional processing time.
Express shipping is not available for international shipping. Some items are not eligible for international shipping. Please reach out to our customer service team for any additional questions about domestic or international shipping.
*European countries we are able to ship to include Andorra, Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Iceland, Italy, Luxembourg, Liechtenstein, Malta, Netherlands, Norway, Portugal, San Marino, Spain, Sweden, Switzerland, and the United Kingdom.
What is your in-store pickup policy?
We charge a $4.95 processing fee for all in-store pickups. Please allow two business days for your order to arrive to the store. You will receive an email notification when you order is ready for pickup. In-store pickups need to be picked up within 10 days from the time the order arrives to our store. After 10 days, orders will be cancelled and items will be put back into our inventory system. Our store address is 3708 West Pioneer Parkway, Arlington, TX 76013. Please bring a valid ID and a copy of your order confirmation with you, or you can pull it up on your smartphone.
Our store temporarily closes during the spring to get ready for the following Christmas season. During this time, the in-store pickup option will be disabled at checkout. However, you may contact our online customer support team directly if you would like to place an online order and arrange a pickup in July.
Where all do you ship to?
We currently ship to all 50 states in the US. We also ship internationally to Canada and Europe.* We no longer ship to Australia as shipping fees have drastically increased due to international supply chain challenges. We hope to ship to other parts of the world in the near future. All items shipped internationally will ship from the United States.
*European countries we are able to ship to include Andorra, Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Iceland, Italy, Luxembourg, Liechtenstein, Malta, Netherlands, Norway, Portugal, San Marino, Spain, Sweden, Switzerland, and the United Kingdom.
How much does it cost to ship to my address?
We offer Express and Ground shipping to the 48 Contiguous States. For orders under $150, a $5.95 handling fee is added. For orders over $150, an $8.95 handling fee is added. For Express shipping on orders placed to the 48 Contiguous States, we use real-time courier projected rates at checkout. Ground shipping rates to the orders placed in the 48 Contiguous States are based on order subtotals and can be viewed below:
Economy Ground
$0.00 - $50.00: $5.50 + handling
$50.01 - $100.00: $6.50 + handling
$100.01 - $200.00: $8.50 + handling
Standard Ground
$0.00 - $50.00: $6.50 + handling
$50.01 - $150.00: $8.50 + handling
$150.01 - $200.00: $14.50 + handling
$200.01 - $300.00: $18.50 + handling
$300.01 - $400.00: $22.50 + handling
$400.01 - $500.00: $26.50 + handling
$500.01 - $700.00: $29.50 + handling
$700.01 - $850.00: $34.50 + handling
$850.01 - $1,000.00: $39.50 + handling
$1000.01 - $1,500.00: $49.50 + handling
$1,500.01 - $1,750.00: $59.99 + handling
$1,750.01 - $2,000.00: $69.99 + handling
$2,000.01 - 3,500.00: $89.99 + handling
$3,500.01 - 5,000.00: $189.99 + handling*
$5,000.01 - 7,500.00: $249.99 + handling*
$7,500.01+: $299.99 + handling*
For Economy Ground, we will select the cheapest shipping service to deliver your package. In many cases, the US Postal Service will receive your order the final leg of the route and deliver your order to the final destination. Economy Ground is a very reliable service, but could be slower than Standard Ground.
For Standard Ground, we will select the cheapest shipping service to deliver your package. However, we will NOT select a service that uses the US Postal Service at any point during the shipping route. Standard Ground is typically a faster ground option than Economy Ground.
Tree bundles, Christmas trees, resin pieces and other product exclusions apply. Shipping rates are subject to change.
To view international shipping rates and rates for Alaska and Hawaii, click HERE (Tree Bundles and other product exclusions apply). Shipping rates are subject to change.
*Shipping fees at these order totals include a surcharge due to the freight costs incurred when shipping an order of this size. Orders over $3,500.01 do not qualify for the Great Freight Rebate campaing.
What are the shipping fees for Christmas Trees?
Christmas tree shipping fees are based on real-time carrier rates. We only ship Christmas trees to the 48 Contiguous States. Express shipping is not available for orders with Christmas trees.
Do you drop-ship items?
Yes, we do have items on our site that ship directly from a vendor's warehouse. You will know if a product is a drop-ship item by referencing the "Availability" section on the product page. Drop-ship items ship directly from the vendor's warehouse and are not eligible for express shipping, international shipping or in-store pickups. Processing time is typically longer for drop-ship items. You will receive tracking information once it becomes available.
Can I ship items from the store to my house?
We do ship items for customers who purchase items in the store. We do not ship breakable items or resin pieces from the store. Other exclusions may apply. Shipping costs will be charged to the customer when checking out. The cost to ship items from the store may be different than the cost to ship items when purchased from our online store. Please contact the store directly for additional questions about shipping items purchased from the store. Shipping rates are subject to change at any time.
Returns
What is your online return policy for Decorator's Warehouse?
We want you to know that your satisfaction is our number one priority. If you don’t love what you purchased from us, you’re welcome to return most items within 30 days of the date of purchase. We’ll gladly assist you along the way. Here’s some helpful information about our return policy:
•We do not accept returns after December 24 (even if within a 30 day period).
•All sales are final on discounted Christmas décor from the previous season.
•Shipping charges are non-refundable unless the reason for the return is a result of our error.
•A $10 shipping fee will be deducted from the refund unless the return is a result of our error.
•Refunds will be sent to your original form of payment once items are received.
•Refunds typically take 5-10 days to process once we receive the item.
•All items must be returned in new or like new condition and in their original packaging.
•All items must include the original invoice.
•We do reserve our right to reject items that are ineligible for a return.
For more information about our online return policy, click here.
What is your return policy for Christmas Trees?
Christmas tree returns require authorization from our team. Christmas trees are usually returnable if the Christmas tree is in the original, unopened box and within 30 days of the order ship date. We do not accept returns on Christmas trees that have been opened. All other return policies noted under “Return Policy” apply to Christmas tree returns. For information regarding our Christmas tree warranty, please visit our Christmas Tree Warranty page.
If you have a Christmas tree that you’d like to return that’s in the original, unopened box, please contact us via the form on the Contact Us page. Include your name contact information, order number, and the tree you’re interested in returning. A member of our team will gladly assist you from there.
How do I request a return for an online order?
To return an item for a refund, click here to go to our returns portal.
*** You’ll need your order number and the email address associated with the order. Select the items and quantities you’re wishing to return and the reason for the return. If approved, a prepaid return label (or QBR code) will be generated. Print the return label and affix it to the outside of the original packaging or similar packaging. Use the new label to cover up any old labels on the box or remove old labels from the box. Drop off the package at your nearest FedEx drop-off location.
Once we receive the return, we’ll issue a refund to your original form of payment. Refunds typically take 5-10 days to process once we receive the items.
***We do not accept returns from December 25 to July 4 the following year as orders placed on or after December 25 are not eligible for a return. After an order is placed, you may cancel the order as long as it has not shipped from our warehouse. Please contact our Customer Support Team ASAP if you would like to cancel an order.
I bought an item in store but need to return it. How do I do that?
For returns on in-store purchases, we ask that you work directly with store personnel. Simply bring the merchandise and receipt to the store and we will be happy to assist you with the return. Please note that in-store return policies and procedures differ from online return policies and procedures.
Inventory
When will out of stock items be back in-stock?
We work with a variety of vendors all over the world and have a rapidly evolving product line throughout the year. So, it’s difficult for us to provide information on when an out of stock item will be back in stock. We highly recommend checking the website for similar products or checking back regularly to see if the out of stock product is back in stock. For items that are out of stock, you can sign up to receive an email notification when the item is added back into our inventory system. To sign up for the email notification, see the product page.
Can I purchase wholesale or get a designer discount online?
We do not offer wholesale accounts at this time. We offer bulk buy options on specific products at various times throughout the year. These promotions are geared heavily towards companies who are looking buy in bulk for the upcomsing Christmas season.
I bought a product in the store but don't see it online. How can I buy more of that product?
There are certain product lines that are sold in-store but not online. We ask that you visit the store or contact the store directly to see if that item is still available in the store.
Can I get some expert design advice?
We’re so excited that you’re wanting to take your design skills to the next level! We do our absolute best to provide resources, blogs, and videos on our website to help give you the information you need to design something truly beautiful! We would also encourage checking out our upcoming events page. There are many opportunities to learn from our extremely talented in-house designers along with multiple guest designers at our decorating seminars.
In-Store
If I buy an item from your physical store, will you ship it to me?
We do ship items for customers who purchase items in the store. We do not ship breakable items or resin pieces from the store. Other exclusions may apply. Shipping costs will be charged to the customer when checking out. The cost to ship items from the store may be different than the cost to ship items when purchased from our online store. Please contact the store directly for additional questions about shipping items purchased from the store. Shipping rates are subject to change at any time.
Can I purchase a Christmas tree over the phone and have you ship it to me?
We strongly discourage buying trees over the phone without seeing the tree first. At times, we do allow people to purchase a Christmas tree over the phone and will ship it to them if they’ve previously seen the Christmas tree in the store.
How much does it cost to ship a Christmas tree from your store?
The cost to ship a tree depends on where we’re shipping the tree and the size of the tree. Click here to see the different size trees and how much the tree costs to ship. Click here to see the FedEx zones throughout the 48 contiguous United States. We do not at this time ship trees to Alaska, Hawaii or internationally. Shipping rates are subject to change at any time.
How do I get the longest life out of the lights on my Christmas tree?
Great question! Our lighting systems are designed to be incredibly durable and long lasting. The lighting is optimally distributed throughout, so your tree is beautiful from every direction or placement. Click here to view some helpful tips to get the most out of your tree.
What's your in-store return policy?
Returns must be made within 14 days of the purchase*, have the original price tags attached, and be accompanied by a receipt. We will issue a refund based on the method of payment.
There will be a 15% restocking fee on Christmas trees that have been taken out of the box.
•Fall items are not returnable after Thanksgiving.
•Christmas items are not returnable after December 25th.
•All sales are final on designer made items (custom centerpieces, wreaths, etc.).
Does Decorator's Warehouse offer any discounts for profession designers?
Professional designers can visit our store to get set up with designer pricing for in-store shopping by providing a current Sales and Use Tax Permit and business card.
DW Pro Lights
How is DW Pro Lights associated with Decorator's Warehouse?
DW Pro Lights is the outdoor lighting division of Decorator’s Warehouse. All DW Pro Lights products are sold on decoratorswarehouse.com in the Outdoor Lighting category.
Where is DW Pro Lights located?
Our world-class outdoor lighting showroom is located right inside of Decorator’s Warehouse in Arlington, TX.
Can I buy outdoor lighting products on your site and pick them up in the DW Pro Lights store?
Yes. The in-store pickup option shows up at checkout for those with a shipping address in the Dallas/Ft. Worth area. Please allow two business days for your order to be ready at the store. You will receive an email notification when you order is ready for pickup. In-store pickups need to be picked up within 10 days from the time the order arrives to our store. After 10 days, orders will be cancelled and items will be put back into our inventory system. Our store address is 3708 West Pioneer Parkway, Arlington, TX 76013. Please bring a valid ID and a copy of your order confirmation with you, or you can pull it up on your smartphone.
Are outdoor lighting products shipped worldwide like other products sold on decoratorswarehouse.com?
No. Outdoor lighting products can only be shipped to the 50 United States and Canada.
If I buy outdoor lighting products along with other items on your website, will they all be shipped together?
We do everything we can to ship orders in as few packages as possible. Outdoor lighting products are shipped from a separate location than other products sold on decoratorswarehouse.com. So, an order with outdoor lighting products combined with other products on the site (i.e. ribbon, sprays, etc.) will ship separately. You will receive an email notification with tracking information for all packages in your order so you can track each package.
Do you offer outdoor lighting products at wholesale prices for Professional Installers?
Yes, we do sell our outdoor lighting products online and in the store at wholesale prices for approved, Professional Installers. Visit our Pro Installer page to learn more about the benefits of partnering with us and how to become a registered Pro Installer.
Over 60,000 sq ft of Christmas Wonderland!
Store Hours
Temporarily closed for renovations
Scheduled to re-open in early July
Online Support Hours
Monday-Friday 10am-5pm CST
Online Customer Support: 817-888-3068
Decorator's Warehouse
3708 West Pioneer Parkway
Arlington, TX 76013
817-460-4488
DW Pro Lights
3708 West Pioneer Parkway
Arlington, TX 76013
817-460-4488