Home Decor and Home Marble Accessories

Orders & Delivery

Track my order

Once you have placed your order with us you will receive email updates throughout the fulfillment process. You can alternatively login to your account to check for the latest updates.

My order hasn't arrived

If your delivery date has passed and you have not received your order;

You can log onto your account via www.scarletparkhomedecor.com and you will find a tracking message with all the contact information for the freight company, this is also emailed to you as soon as it is released. To further inquire about a shipment you can reach out to the freight company and ask for a status update.

Alternatively you may contact us at info@scarletparkhomedecor.com

I have not heard from your delivery company yet

Once you receive the tracking information you will be able to get live updates through the shipping companies website or email. When your order is at their local sorting facilities they will call the number on file to schedule for delivery.

I've placed an order but heard nothing

Upon placing an order with us you should have received 2 emails. One will be your login information and the other your order invoice.

Ensure to check your spam / junk folders as sometimes they may appear there. Please also make sure to add us to the safe senders list to receive our future updates.

Whether your order is a in-stock purchase or a custom order our system provides updates on your order as it move along our production and logistics chain.

If you are not getting any emails from us please don't hesitate to contact us

I've received only part of my order

If a part of your order was not delivered please contact our Customer Service Team immediately and we can help look into this matter for you.

It's been longer than the estimated lead time and I still haven't received my order, what should I do?

Firstly, we'd like to apologize. We work hard with our factories, warehouses and logistic companies to reduce lead times and avoid delays, which we let you know about as and when they arise.

If you've been waiting longer than you should have and you haven't heard from us, please log in and go to 'My orders' to get the most up to date information on the whereabouts of your products or e-mail us at info@scarletparkhomedecor.com

I've tracked my order with your delivery company and it says it's been lost, or has already been delivered, but I don't have it. What should I do?

We use specialist third party companies to deliver your products to you as efficiently as possible. In rare cases they might experience a few hiccups or communication issues. The problem is most likely due to IT tracking issues, or there is a mix up at their local sorting facility.

We highly recommend to call our our freight carrier using the information included in your tracking update email to locate your order, they will be able to help with any re-deliveries that may need to be done as well. Please have your tracking number ready when contacting them.

Where is my order?

When you placed your order with us, your confirmation email would of had an ETA. You will receive a few more updates on the delivery, getting a bit more accurate as the time gets closer.

If you have not received these emails or just want an update now, log into your account* and check out the "my orders" page for all the details.

Can I choose my delivery date?

If your order was shipped via small parcel courier ( UPS, FEDEX ) you will not be called for a delivery date. Please track your order online to ensure that you are home on the delivery date.

How can I change my delivery address?

You'd just contact us and we'll update your details. You can do this at any time up until 24 hours before we dispatch your item(s). If your items have already been dispatched, changing your delivery address isn't usually possible, and you may be charged for arranging redelivery.

Payments & Store Credit

What type of cards to you accept?

We accept Visa, MasterCard and AMEX

 

Our hours are 7.00 am to 6.00 pm, Monday to Friday and 10.00 am to 6.00 pm Saturday and Sunday, PST.

Why has my payment failed?

Payment can be declined for a variety of reasons.

The first thing to do is to check that we accept your card type. Next, make sure your card details are correct and your billing address is the one assigned to your card.

If it still isn’t working, we recommend you give your bank a call and let them know you are making a online purchase. This type of issue can usually be attributed to your credit card company not recognizing our company. We are based in Canada and therefore the transaction is flagged as a suspicious foreign transaction. Once you have spoken with your card provider you can give us a call back or send us an email to authorize us to submit the charge again.

What is your payment policy?

If a coupon or discount has been missed from an order, we must be notified within 72 hours of the order being placed to add or adjust the balance.

Both the currency and tax for an order is based on the Shipping address, if an order is shipping to Canada the card will be billed in CAD with provincial taxes even if the billing address is in the USA.

Please note that there may be additional adminitrative, exchange or transaction fees charged by your credit card provider as we are a Canadian company. To further inquire about this, please review the terms and conditions with your credit card provider.

Your credit card will be automatically charged for outstanding payment, including by not limited to overdue invoices and fees for additional services.

Once a transaction has been completed, if the customer asks to change the credit card information or charge amount outside of 24 hours there is a 3% transaction fee reduced from the refund.

Please note that for all orders, including pre-orders awaiting back ordered items and custom orders the full payment will be charged upon placement of the order.

We do not accept cheques with a billing address outside of the US or Canada.

Product Issue & Care

I've received the wrong item

If you have received the wrong item from your order please contact us and our Customer Service Team will resolve this for you.

Refunds

Can you process my refund onto a different credit/debit card

No, this is not something that we are able to do.

When will I see my refund in my account ?

Refunds can only be issued via the method of the original purchase.

Depending on the card provider, it may take up to 5 working days for the credit to appear in your statements once the refund has been processed.

Scarlet Park cannot be held responsible for third party costs or fees associated with the credit card.

How do I cancel an order?

In stock orders cancelled after 24 hours are subject to a 3% transaction fee.

If the order has already been shipped, the cancellation is subject to any cost of outbound and reverse logistics.

Please contact the customer service team regarding cancellations by emailing info@scarletparkhomedecor.com

Returns

What is your return policy?

If you change your mind about an item, you have (30) days from receiving the initial delivery to return the item(s) back to our warehouse. The customer is responsible for the outbound and return shipping costs. The customer is also responsible for arranging any return shipments, including repackaging the item. Returns must be received in original packaging and original condition within 30 days from the delivery or pick up date. Please ensure your order number is clearly marked on all boxes. Items not received in original condition/packaging cannot be refunded. Only once the item(s) has been returned to the warehouse and have been inspected by our receiving team can the refund be issued.

Refunds can only be issued via the method used on the original purchase. If the original method of payment is no longer available, we will issue store credit equal to the amount of the refund.

Standard Shipping charges are not refundable. We do not accept any returns or exchanges on custom order furniture.


All items marked as "Final Sale" are non-refundable and cannot be exchanged for other items as they are sold in the condition as is.

 

What if my order is damaged or defective ?

We stand behind the quality of products we sell. While cases are rare, damages and defects do happen once in a while. You must inspect your item(s) upon delivery. If damage is noted, you must sign off with the carrier agent "Damaged Upon Arrival". Please take pictures to document the damage. If an item is structurally intact and usable, accept the item. If an item is structurally damaged and completely unusable, refuse the item. If you refuse the whole shipment, including undamaged items, you are responsible for accepting the re-delivery of the undamaged items within 7 days, in addition to all costs associated with the re-delivery including but not limited to storage fees.


Claims received past three (3) calendar days from date of confirmed delivery via tracking code will not be eligible. For all damages and defects, we will require clear photographs to be attached with your claim within the three (3) calendar days of delivery. We will send out a new product, a replacement part, offer blemish discount, or offer local repair reimbursement at our discretion. If you do not wish to accept any of our solutions to the case, you will be responsible for returning the item(s) to us in order to receive your product refund.

Shipping

Can I track the progress of my order ?

Yes, thanks to our clever live tracking system. Once you've placed an order, just log in and go to 'My orders' where you can see all of your orders and their current status.

Where do you ship to?

We ship to Worldwide

*Please note that zip or postal codes deemed isolated or rural by our third party carriers may require additional shipping fees. You may enter your zip or postal code during checkout to confirm shipping costs to your location.

How long will my order take?

Standard Shipping
(Estimated 7 – 14 business days in transit) Standard Shipping for US shipments includes a delivery appointment and delivery to the ‘first dry area ', meaning to the threshold or garage of a single-detached house, or lobby or service area of a high-rise building. Standard Shipping for Canadian shipments is a curb-side delivery service and it will be the customer 's responsibility to remove the item off of the truck and bring it inside.

How will my item(s) be delivered?

If you have selected Standard Shipping this includes a delivery to the threshold, described as the "first dry area or garage" or lobby/service area of a high-rise building, unless shipped with UPS or a small parcel carrier for which a signature will be required upon delivery.

Standard Shipping for Canadian shipments is a curb-side delivery service and it will be the customer’s responsibility to remove the item off of the truck and bring it inside.

How much is shipping?

All orders will be delivered for a flat fee to anywhere in the US and Canada. Please note, deliveries to some remote areas may be charged extra. Shipping prices are calculated on website prices before coupon codes are applied. 

Trade & Designers

I am a interior designer, can I work with you?

We'd love to hear from you, please e-mail us at info@scarletparkhomedecor.com