Customer Service Policy

 

Knob Deco strives to make every transaction a great customer service experience. We do everything we can to ensure the accuracy of the information, prices and images of the items we sell but are not responsible for misprints, out-of-date information, out-of-stock items or errors. If you notice an error on our website, let us know and we will fix it immediately.

 

Hours Of Operation

Our Customer Service Hours of Operation are from 8am to 4pm Pacific time at 1-888-Knobs-4-U (888-566-2748) or contact us at customerservice@knobdeco.com.

Shipping & Processing

Standard shipping

Unless otherwise selected during checkout, all items are shipped standard ground transpiration, subject to the carrier's regulations and the following guidelines:

  • Most orders are processed and shipped within 1-2 business days but this can vary by manufacturer. Please refer to the information on the individual product pages of the website for approximate processing times as provided by the manufacturer,
  • Once an order has shipped, you will receive a tracking order number through an automated e-mail link from Knob Deco,
  • All packages are shipped via UPS, FedEx Ground or USPS,
  • Delivery generally takes 2 - 5 business days to most addresses within the Continental U.S. We will try to assist in tracking packages, but it is generally quicker to use the tracking number and go through the carrier, 
  • Products will not be shipped to Post Office Boxes,
  • Standard Shipping charge is a flat rate of $12.95 on orders under $49.00 Free shipping is offered on orders over $49.00,
  • Items shipped via ground freight (larger items on pallets such as vanities, bulk items, etc) are not subject to these guidelines and customers should contact customer service for specific shipping information.

Expedited shipping

Expedited shipping is available and is chosen during the check-out process. Please contact customer service to make specific arrangements for shipping to Alaska, Hawaii and Canada.

  • UPS 3 Day Select: $35.00,
  • UPS 2nd Day Air: $45.00,
  • UPS Next Day Air: $55.00,
  • Alaska, Hawaii and Canada: $29.95,
  • Knob Deco does not ship to other destinations at this time.

Order Cancellations:

Standard Orders

All orders for products that are not custom made to order may be canceled prior to shipment at no charge. Cancellations after orders are shipped will be subject to the Knob Deco Exchange or Returns Policy (see sections below). Orders may be canceled if order has not shipped at no charge. Cancellations after an order has shipped will be processed according to the Returns Policy. 

Custom Made to Order Items

Custom made to order products include items from Anne at Home, Myterra, Notting Hill, and Edgar Berabi. Orders from these manufacturers may be canceled within 2 business days after order placement at no charge. Once production commences orders may not be canceled.

Back Orders

Manufacturers try to maintain all active products in stock at all times, but this is not always possible.

If we receive notice that an item is on back order, we will contact the customer and it will be the customer's choice to either cancel the order or ship it when it is in stock. Likewise, some items may not be in stock in the quantity the customer needs, in which case the order can be canceled, a partial shipment can be made or the order can be held until all items are back in stock and then shipped.

Exchange Policy

Items that are not custom made to order may be exchanged with no restocking fee according to the following guidelines:

  • Items must be from the same manufacturer as the original order,
  • Items must be of equal or greater value,
  • Additional shipping charges may apply,
  • Returned items must be in their original sealed packaging,
  • Returned items are governed by the guidelines set forth in the Returns Policy,
  • Request for exchange must be made within 20 business days of delivery of items,
  • Custom made to order items may not be exchanged.

Returns Policy

  • Items may be returned if we are contacted within 20 days of receipt that a return is desired,
  • All returns must include a Return Goods Authorization (RGA) which you may receive by contacting our customer service department at customerservice@knobdeco or 1-888-KNOBS-4-U (566-2748). In your RGA request, please include:
    • Your name, 
    • Address, 
    • Order number, 
    • Contents you wish to return. 
  • Upon receipt of the RGA form, we will receive a RGA number and shipping instructions from the manufacturer. This usually occurs within 1-2 business days (subject to any delays in receiving the RGA from the manufacturer). We will forward the RGA number and instructions to the customer,
  • Please ensure that the RGA number is printed on the outside of the box with your return,
  • Items must be in their original unopened package from the date of receipt,
  • You will be credited the full amount minus any shipping charges and restocking fees, Restocking Fees are determined by the manufacturer and may be beyond the control of Knob Deco,
  • Special orders may not be returned for any reason. Before placing any Special Order, please contact our customer service department at 888-566-2748.
  • All items from Edgar Berebi, Anne at Home, Sietto, Liberty Hardware and Forms and Surfaces are NON-RETURNABLE.

Samples Policy

We want you to be satisfied with your hardware purchase.

We realize that choosing the right product is difficult without the benefit of seeing the actual finish. In an effort to assist you in this endeavor we will be happy to ship up to 3 different items (1 quantity of each item) from any of our manufacturers for you to inspect in the comfort of your own home. After you place a subsequent order you will receive full credit for your sample items. Our customers' total satisfaction is our primary goal.

Placing your sample order

  • Just place your order online as you would a regular order, then contact Customer Service at 888-566-3748 to indicate this is a sample order. We will process it from there,
  • Please understand that offering samples is very costly; no credit will be issued unless a subsequent order is placed for $50 or more,
  • Any item with a sale price over $15 can not be considered a sample,
  • Orders containing more than three items will not be considered a sample order,
  • Sample orders are non-returnable,
  • Regular shipping rates will apply to sample orders,
  • Credit for samples will be given if subsequent order is placed within 60 days.

Defective or Damaged Items Policy

We will endeavor to replace defective or damaged products within 10 business days of notice of defect or damage using the following process:

  • Please contact customer service at customerservice@knobdeco or 1-888-KNOBS-4-U (566-2748) to notify us of damaged or defective products,
  • Notice must be made withing 20 days of receipt of defective or damaged items, and items must not have been installed,
  • We will contact the manufacturer and relay the information regarding the flaw or damage. Shipping damage may be the responsibility of the carrier. The manufacturer may ask for additional information regarding the damage and, if so, we will work with the customer to provide it,
  • Once a Return Goods Authorization (RGA) number and shipping instructions are issued, we will forward them to the customer within 1-2 business days,
  • Please ensure that the RGA number is printed on the outside of the box with your return,
  • Upon receipt of returned goods, manufacturer will send replacement products as set forth in manufacturer's warranty policy,
  • Knob Deco does not offer any warranty or guarantee on any item over and above that offered by the manufacturer,
  • Please contact customer service at customerservice@knobdeco or 1-888-KNOBS-4-U(566-2748) if you have questions about individual product warranties.

Trade Customers

The Knob Deco customer service team loves working with Trade Customers on their projects. Contact our superior customer service team today at 1-888-KNOBS-4-U (566-2748) to learn more about our trade customer programs. Benefits include:

  • Additional discounts & flexible payment schedules,
  • Price protection on future orders,
  • Tailored shipping and re-stocking policies,
  • Superior customer service from The Knob Deco Team.

Price Matching

At Knob Deco we want to provide the most competitive pricing and superior customer service in the industry.  If you see a product advertised for a lower price by another retailer, contact us to request a price match at 1-888-KNOBS-4U (566-2748). Please be prepared to provide the following:

  • The specific web page of the product you would like to receive a price match on,
  • The quantity of the product you would like to purchase,
  • Price matching only applies to websites who have actively working customer service phone numbers. Due to the presence of pirated products, clearance items, open package items, overstock items, mis-advertised products, and items direct from wholesale distributors, we cannot match all prices found. We must also be able to verify that the company is still in business and is in compliance with the manufacturer’s MAP (minimum advertised price) Policy.
  • Price matching is not available for orders already placed.

Installation Disclaimer

Do not prepare and/or drill installation holes for cabinet hardware or other products before receiving the products and measuring the individual hardware pieces for exact dimensions. Rely on the measurements of each individual piece and not on the dimensions or sizes provided by manufacturers, the Knob Deco website or written or verbal communication. If in doubt, please contact us as we may be able to get more specific, detailed drawings or specifications for the products you are interested in. 

Length/Size Disclaimer

When ordering items like hardware pulls and towel bars, please note that some manufacturers list the overall length of the item in the name and some list the center to center length. Be especially careful to determine which length the manufacturer uses in his description. If you have any question about the length, contact us, Knob Deco will not be responsible for mis-reading the information provided.




Back to Top