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We've compiled the questions most often asked after an order is received.
1. Something is missing in my order.
First of all, please check all the contents inside the packages. Sometimes small items get lost in the packaging. Then double check the quantity for the item you ordered on the packing slip (receipt).
If you still couldn't find the item, see if there is another package on the way. Your e-mail confirmation from UPS/FedEx should tell you how many boxes are shipped from us. Is there a hand-written "D/S" sign on the side of the missing item on your receipt? D/S means drop shipping. Drop shipped items are often shipped separately and not included in our UPS/FedEx shipping confirmation.
Another possibility is that the item may have been back ordered (B/O). There should be a B/O sign by the item on your receipt. Normally a back-ordered item will be shipped in 1-2 weeks after the original order is shipped. We'll normally contact you for back-ordered items.
If none of the above situations apply to your order, it's possible that we have missed shipping you the item. Please report the shortage immediately by sending an e-mail to service@xylemdesign.com.You must report discrepancy within seven days after receiving your order. We typically ship the missing item(s) with the same shipping method on your original order. If you need the item expedited, pleases let us know. .
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2. The product was damaged during shipping.
Always inspect a package as soon as it arrives. If the delivery driver is still present, have him note the damage. This will make it easy to process a claim with the shipping company. Call us and let us know about the damage so we can file a claim with the shipper and get your product replaced. You will be given instructions on the phone about how to return the damaged product. Contact Us
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3. The item I received is different from what I ordered.
First of all, please see if the item you received is acceptable to you. We may give you incentives to accept what you received.
If the item is not acceptable, please call us and let us know so we can get you the item you ordered. Contact Us.
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4. Parts are missing.
Please always inspect the contents of your packages immediately after receiving them. If the assembly kit is missing, check the packaging. It is often taped to the wrapping paper of the product. If you are missing a machined part, call us so we can identify the part. We usually have spare parts that can be sent to you quickly.
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5. I can't get the product put together.
If the instructions aren't clear enough, give us a call, we'd be happy to walk you through it.
Call us at 800-333-9953.
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6. I don't like the product I ordered.
If you received something but decide you'd rather have it in another size or color, we're happy to exchange it for you. Exchange items will be shipped once the original item has been received and inspected. For immediate exchanges, you can purchase the new item and have it sent, and then we will credit your account when the original item is received. The customer is responsible for all shipping costs and will be charged accordingly. All returned items will be inspected for damage and charges will be accessed before a new item is sent. Xylem Design is not responsible for damage during shipping. Please review the repacking instructions under Return Policy.
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7. I can't find my receipt.
Your receipt (packing slip) should be sealed in an envelope marked "Invoice Enclosed" on the outside of a box. If you expect to receive multiple boxes, there will be only one receipt.
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Order by Phone 1-800-333-9953 |
| Display Easels | Artist Easels | Office Easels | Store Fixtures |
| Home > Help > After receiving an order | |