Shipping Policy:
Product Returns, Order Cancellations, and Damages Policy
Edited 2 months ago
SideDoor does not accept product returns or cancellations. All sales are final.
Returns
Products ordered through SideDoor are not eligible for return. However, in the case of damage during transit of items, SideDoor will work with you to find an ideal solution to repair or replace damaged items.
Order Cancellations
SideDoor is unable to cancel orders that have already been placed. For questions or concerns on this policy, please reach out to our team via email: info@onsidedoor.com.
Damages
In cases of damage during transit or other product issues, SideDoor will work with you directly to coordinate for repairs, and (if necessary) replacement of damaged piece(s). If you or your client observe damages or other issues, please reach out to our team by contacting info@onsidedoor.com. You will then be asked to provide:
The order number that the item is attached to
A picture of the shipping packaging that the item arrived in
3 pictures of the item itself showing the damage (2 up-close, and 1 from further away)
Please Note: The customer must inspect all items at delivery (even if the product is delivered by threshold delivery) and notate any damages before the delivery driver departs for a damage claim to be accepted. We require notice of any product issues within 48 hours of delivery in order to process any replacements or repairs.
SideDoor's Lead Time Policy
Edited last month
This article contains information about how SideDoor displays and assists designers with products that are purchased when under a lead time. You will find an overview of product lead times, and SideDoor's policy on products purchased while under a lead time.
Lead Time Overview
Products listed on SideDoor with a lead time using data provided by our vendors. In the case where a product is deemed out of stock by the vendor, a lead time is displayed to give a timeframe within which we would expect the product to be restocked by the vendor.
A lead time illustrates the time (from now) in which the vendor expects a product to be back in stock at their warehouse/distribution point. Lead times do not include the time it takes to ship an item to a residence or receiving warehouse. For more information, please read through the below sections:
Lead Time Accuracy
Lead times are provided by our vendors to us regularly.
Please note: lead times are estimated and are not guaranteed by SideDoor nor the vendor. Lead times are subject to change.
Often, lead times are presented as a range (for example: 'available in 5-8 weeks'). Where available, SideDoor can receive an 'expected restock date' from a vendor upon request. These expected restock dates are also estimates provided by our vendors and are not guaranteed.
Lead Time Changes
Vendor-provided estimated product lead times are subject to change and are out of SideDoor’s control. If a product is purchased from SideDoor that is subject to a lead time, and the vendor subsequently extends this lead time beyond a reasonable timeframe, you will be offered the following:
wait for the item to restock and ship
(OR)SideDoor will cancel the order for this item and will offer a site credit for the value of the item to use for a replacement or toward a future SideDoor purchase.
In the event a lead time is extended by the vendor, SideDoor will notify you via email to the email address you use to log into your SideDoor account. We will attempt to contact you through any other available methods (other email addresses or via phone call) if we do not receive a response from you after 2 attempts. If SideDoor does not receive a response from these attempts to contact you, we will take action to cancel your order for the product from your order for which the vendor has increased the lead time excessively, and issue a site credit for the value of the item and its associated shipping costs.
For any questions regarding this policy, please reach out to our customer success team by emailing us: info@onsidedoor.com