Frequently Asked Questions

Ordering and payment

What payment methods do you accept?
All the methods shown on the payment step at checkout, which include major credit and debit cards and the digital wallets listed there. Payment is taken in full when you place the order, and your card details go straight to our PCI compliant payment provider rather than to us.

Is checkout secure?
Yes. The whole site runs over TLS encryption and payments are handled by a PCI DSS compliant processor. We never see or store your full card number.

What currency are prices in?
United States dollars. Sales tax is added at checkout where it applies and is shown before you pay.

Can I change or cancel my order?
Email us within 12 hours of ordering and we will change or cancel it, as long as it has not been dispatched. After dispatch, use the return process.

I did not get a confirmation email.
Check your spam folder first, since order emails often land there on the first purchase. If it is not there after an hour, email us with the name and address you used and we will find the order.

Shipping and delivery

How long will my order take?
1 to 3 business days to pick and pack, then 5 to 9 business days for standard delivery. Expedited is 2 to 4 business days after dispatch. Furniture goes by freight and takes 7 to 14 business days. Full detail is on the Shipping and Delivery Policy.

Do you ship outside the US?
Not yet. We ship to all 50 states, plus APO, FPO and DPO addresses.

When is shipping free?
On orders of $49 or more, measured on the product subtotal after discounts and before tax.

Why did my order arrive in several boxes?
Orders with several items can ship from more than one warehouse. Each parcel gets its own tracking number and you are never charged twice.

My tracking has not updated.
Carriers can take 24 hours to record a first scan. If nothing has moved for 7 business days, email us and we will open a trace.

Will you carry furniture inside?
No. Freight delivery is curbside only. It does not include carrying items indoors, up stairs, or assembly.

Products

Are the dimensions assembled or packed?
Every listing gives assembled dimensions in inches, and package dimensions separately. Measure your space against the assembled figures.

Is assembly required?
Most cabinets, closets and desks arrive flat packed with instructions and the hardware needed. Smaller organizers usually arrive ready to use. Assembly time is in the product description where it applies.

Are the props in the photographs included?
No. Only the item named in the title is included, unless the description says otherwise.

Do items need to be anchored to the wall?
Any tall or top heavy piece that ships with an anti tip fitting must be anchored before use. This is stated in the description and in the manual. Please do not skip it.

Returns and refunds

How long do I have?
Thirty days from delivery, on unused items in original packaging.

Do you charge a restocking fee?
No.

Who pays return shipping?
You do if you changed your mind. We do if the item arrived damaged, faulty or wrong, and we send a prepaid label.

How long does a refund take?
We inspect returns within 2 business days of arrival, then issue the refund within 5 to 10 business days to your original payment method. Your bank usually takes another 3 to 5 days to show it.

Can I exchange instead?
We do not run direct exchanges because they are slower. Return for a refund and reorder. If the exchange is our mistake, we ship the correct item immediately without waiting.

My item arrived damaged.
Photograph the box and the contents and email us within 7 days of delivery. We will replace or refund it and cover the shipping either way.

Still stuck

Email info@dellisantidesign.com or use the contact form. We reply within one business day, Monday to Friday.