Frequently Asked Questions
How do I place an order?
Can I make changes to my order?
Since many of our items are made to order, production begins as soon as the order is placed. As a result, these item(s) cannot be canceled, changed, returned, or refunded at any time.
Orders on certain “In Stock” products may be changed within one business day of order placement. For more information, or to make changes to your order, please chat with us or call a Customer Service Representative at 1-888-427-3362.
How do I pay for my order?
We accept a variety of payment options including VISA, Mastercard, Discover, American Express, and PayPal. For our U.S. customers, we also accept monthly payment installments through Klarna financing. Gifts cards can be redeemed for online and phone orders. To use a personal check or money order, please contact a Customer Service Representative at 1-888-427-3362 or chat with us.
Do I have to pay in full when I place my order?
For made-to-order items, payments are processed when you place your order. For all other items, payments are processed once the order is ready for shipment. Upon shipment, payment is applied to the invoice and tracking information is provided.
Will I have to pay sales tax on my order?
How do I track my order?
You can track your order progress and delivery of items by clicking on the “Your Account” section at the top of every page.
Do you offer financing?
Where can I apply for Klarna financing?
We partner with Klarna to offer easy, monthly payments for orders of $250 or more. For more information or to see if you qualify, visit Klarna.com.
Do you sell gift cards?
Yes, we offer digital gift cards. Your gift recipient is emailed a redemption code to use at checkout, along with a personal message from you. Gift cards are available in denominations of $25-$200.
How do I redeem my gift card online?
It’s easy. At checkout, when selecting your payment option, choose “Gift Card” and enter your Gift Card Number and PIN. Then click “Apply Gift Card.” Gift cards may be used on their own or in combination with a credit card to make a purchase.
What if I lose my gift card or merchandise credit?
Please think of gift cards and merchandise credits like cash. If your gift card or merchandise credit was lost or stolen, contact us immediately. We will try our best to trace the value, but please understand that recovery may not be possible.
Shipping, Delivery, and Returns
What shipping options are available?
Our products are delivered in one of two ways:
- Front Door Parcel Delivery to your delivery address (i.e., UPS or USPS).
- Truck Delivery for most furniture/large items that exceed parcel carrier shipping weight limits.
How much does shipping and handling cost?
We’ll ship an unlimited number of items for free to a single shipping address anywhere in the contiguous United States. Sorry Alaska, Hawaii, and Puerto Rico are not eligible for free shipping.
Do you ship internationally?
Yes, although each international order is unique. Please contact us to place an order and determine proper shipping and export costs.
Can I ship to multiple addresses?
You can only ship to one shipping address per online order. If you wish to ship to multiple addresses, you must complete an order for each address.
What does “Quick Ship” mean?
An item marked as “Quick Ship” is stocked at one of our warehouses, and available to ship immediately (usually within 1-3 days). There is no additional shipping charge for Quick Ship items. (Please note that many Quick Ship items are subject to a restocking fee if returned.)
What is a delivery surcharge?
Items that are bulky, heavy, or that require additional packaging or handling may incur a delivery surcharge in addition to standard delivery and processing charges. This surcharge, if applicable, will be displayed on the product page.
What is the delivery time to an APO/FPO address?
Orders shipped to APO or FPO addresses will ship via USPS. In-stock items usually arrive at the military checkpoint in three to seven business days. Orders typically arrive at their destination within six weeks of the purchase date.
Rush delivery is not available to APO/FPO/DPO addresses, P.O. boxes, or for items that ship via Common Carrier.
How should I prepare for my common carrier (non UPS) delivery?
Please notify the scheduling agent of any special requirements. This includes, but is not limited to:
- Challenging roads, driveways or other access points that would be difficult for our trucks.
- Gated-entry access.
- Restricted delivery time frames.
- When a truck liftgate is needed.
Prior to your scheduled delivery time, please clear the space where the delivery will be placed. Our delivery professionals are not permitted to move furniture or heavy items at your home or project site. It is also your responsibility to ensure that all items will fit through access points such as doorways, stairways, hallways, elevators, and around corners.
When your order is delivered, you’ll be asked for a signature. This signature releases the order to you and confirms that your order was received in good condition, releasing Windowbox.com and the carrier from liability.
When will I receive my order?
We strive to deliver your purchase in the quickest and most economical way possible. We review each order individually, using factors like the weight and size of the items, as well as the destination, to determine the proper shipping method or methods. Please note that items ordered together may not ship together.
Small furniture, planters, and accessories ship via UPS, with in-stock items arriving at your door within 4-7 business days. Made-to-order and larger items may ship via Basic Freight Delivery, arriving in approximately 7-10 business days in most areas.
Business days are Monday through Friday, excluding holidays. Learn more about Shipping and Delivery.
How do I track my order?
You can track your order progress and delivery of items by clicking on the “Your Account” section at the top of every page.
What do I do if my item arrives damaged?
We hold ourselves to a high standard for the quality of our products and customer service. On the rare occasions that you should receive a delivery with a damaged or missing item, please follow these steps:
- You, or your authorized receiver, must inspect the order before signing for it. Upon delivery of your order, you’ll be asked for a signature. This signature releases the order to you and confirms that your order was received in good condition, releasing Windowbox.com and the carrier from liability. For this reason, it’s important that you inspect your delivery before signing.
- If there is any damage or part of your order is missing, you must note this information on the Proof of Delivery form (included in the paperwork that comes with your order).
- If it’s not possible to open the crate to inspect your merchandise immediately, please write “Subject to Inspection” on the Proof of Delivery form.
- You must report any issues within 24 hours of delivery. Issues reported after 24 hours of delivery are not the responsibility of Windowbox.com or the carrier. Please provide applicable documentation, such as photos of the affected items, and/or damage to the shipping container or pallet, along with a copy of the Proof of Delivery form.
In the unlikely event of any production imperfection noted at the time of delivery, Windowbox.com will replace the item, schedule a service technician, and/or provide a touch-up kit to repair the issue at no charge to you. Please contact us for more information.
What’s your returns and exchange policy?
Please see our complete Returns & Exchanges policy.
Who makes your products?
We design and manufacture the majority of our products, for unique, durable pieces made from the highest quality materials. This approach allows us to bring you beautiful, artisanal products at an unrivaled value.
Can I find your products at other stores or on other websites?
Most of our products are designed by, and manufactured exclusively for, our proprietary brands at Windowbox.com. We also sell certain pieces to other high-end retailers who share our passion for handmade, one-of-a-kind products.
Where can I find assembly instructions?
You can find assembly instructions on the item’s product detail page, under the “Installation and Care” tab.
Can I order a replacement for a discontinued item?
Many of our items are custom or made to order. Even when we stop selling them on our website, we still manufacture certain discontinued items. Please contact us for a quote and estimated delivery date.
Can you tell me the availability of a specific item?
When selecting a product, an item availability message will appear on the product detail page. Here’s a brief definition of terms:
- In Stock: If there are no disclaimers, the item is currently available to ship, usually within 1-7 days (depending on the item).
- Quick Ship: These are in-stock items that leave our warehouse in 1-3 days.
- Made to Order: This item is available to purchase, and production times vary from product to product. The estimated lead time is displayed on the product detail page. Once you submit your order, production begins immediately and your order cannot be canceled, changed, returned, or refunded.
- Preorder: These items are available for purchase before inventory arrives in our warehouse. The estimated lead time is displayed on the product detail page. When inventory is received, your item will ship immediately.
- Backordered: This item is temporarily out of stock. You can still purchase the item now, but there may be a short wait before it can ship.
- Discontinued: Order soon—this item might be discontinued, or the quantities limited.
- No Longer Available: Sorry, this item is no longer available for purchase (though it may still appear in search results).
- With a Regional Sales Manager (RSM). Apply online for a Trade account.
Where can I read reviews of your company or products?
Our customers’ product reviews are available on most of our product pages. Feel free to submit your own review on any product page.
Do you offer custom products?
Yes. We design and manufacture a large selection of premium-quality, made-to-order products tailored to your clients’ needs and wants. Most custom orders can be produced in under eight weeks from design approval. Request a quote and let us help you make your next project extraordinary!
Can I work with the same Associate throughout the life of my project, or for multiple projects?
Absolutely. We are proud of the high-touch service we can provide, and your dedicated Account Manager is here to help make the process easy for you, all the way from concept to creation. Whatever you need, just ask!
Do you work with purchase orders?
Can I pick up my order using a third-party carrier?
You may use a third-party carrier to pick up your order at one of our distribution centers. To learn more, contact us at 1-888-427-3362.
Will you deliver to a warehouse?
We do deliver to warehouses, allowing you to provide White Glove Service to your clients. The receiving warehouse is responsible for inspecting and signing for delivery to release Windowbox.com and the carrier for any damages. The third-party warehouse becomes liable for any claims after delivery. To learn more, contact us at 1-888-427-3362.
Website and Security
Is the information I give you secure?
All orders are encrypted with Secure Sockets Layer (SSL) technology on both endpoints. SSL encrypts all of your personal information including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. In order for SSL to work, you must use an SSL-enabled browser. Learn more.
Please Note: email is not encrypted and is not considered a secure means of transmitting your credit card information. If you prefer not to order online, you can call us directly at 1-888-427-3362 to place your order by phone. Our Customer Service Representatives will be happy to assist you Monday through Friday, 7am to 5pm PST.
What browser do I need to shop?
If you are using older versions of your browser, you may experience technical difficulties while shopping or with online ordering. If you are experiencing problems with the site, download the current version of any of the following recommended browsers:
- Chrome (Macintosh, Windows, and Linux) http://www.google.com/chrome
- Firefox (Macintosh, Windows, and Linux) http://www.mozilla.com/firefox/
- Internet Explorer (Windows) http://www.microsoft.com/windows/internet-explorer/default.aspx
- Safari (Macintosh, Windows) http://www.apple.com/safari/download/
What are Cookies and how do I enable them?
You will enable cookies when logging into your account or when attempting to complete a purchase. To enable cookies:
Chrome 3.0 or higher: Click the wrench icon at the top right of the browser. Select “Options” from the drop-down menu that appears. Click on the “Under the Hood” tab. You will see an area entitled “Privacy.” Scroll down to “Cookie Settings” and select “Allow all Cookies” from the drop-down box. Click “OK” to close the menu.
Firefox 3.0 or higher: Click the “Tools” menu at the top of the browser. Select “Options” from the drop-down menu that appears. Click on the “Privacy” tab. You will see an area entitled “Cookies”. Click in the checkbox next to “Accept cookies from sites.” A check indicates that this option is selected. Click “OK” to close the menu.
Internet Explorer 11 or higher: Click the “Tools” menu at the top of the browser. Select “Internet Options” from the drop-down menu that appears. Click on the “Privacy” tab. Using the slider graphic, set it to “Medium.” Click “OK” to close the menu.
Safari 3.1 or higher: Click on the “Safari” menu at the top of the screen. Select “Preferences” from the drop-down menu that appears. Click on the “Security” tab. You will see an area entitled “Accept Cookies.” Click in the checkbox next to “Always.” Click “OK” to close the menu.
Who do I contact if I’m having problems viewing your website?
For help with shopping and ordering, please Contact
Yotpo Rewards Program FAQs
How do I join the Windowbox.com Loyalty program?
Joining is easy! Just click the “Create An Account” button to get started. Once you’re registered with our store, it’s time to start earning points that unlock exclusive rewards and early access to deals!
How can I earn points?
Earning points is fun! Just take advantage of any of our current promotions—available when you select the “Earn Points” tab. And make sure you check back often—we’re adding exciting new ways to earn points all the time!
What can I get with my points?
Glad you asked! We’ve made it simple and fun to redeem points for real-life prizes. Just visit the “Get Rewards” tab to view all of our exciting reward options.
How do I redeem my points?
Exchanging points for rewards couldn’t be easier! Simply select a reward from the “Get Rewards” tab, click the “Redeem” button, and get ready to receive a special something!
How do I contact support if I have questions about my points?
Our team is ready and waiting to answer your questions about our rewards program! Just email us at email@example.com and we’ll be in touch.