FAQ
Payment Information
We accept VISA, Mastercard, American Express, and Paypal
Diamond Home Shipping Policy
Timeframe: Maximum handling time to ship an order is 4 business days, although we strive to fulfill all orders as soon as possible, usually within 1-2 business days. Tracking numbers are uploaded within the following 1-2 business days. Once tracking is received, it generally takes 3-6 business days to arrive.
Costs: There is free shipping on all of our items. At this time, there is not an option to pay for upgrading shipping services.
Geography: Currently, we ship within the lower 48 states of America only. We do not ship internationally or to PO Boxes, Freight Forwarders, Military addresses, Hawaii, Puerto Rico, or Alaska. Any orders received with the above mentioned may be automatically cancelled by us.
Carriers: The most common shipping carriers are UPS, Fed Ex, or USPS.
Diamond Home Return Policy
Eligibility: Postmarked within 30 days from delivery date and in original condition. Requests outside of this window are not accepted and will be closed. Any purchase that is made between November 1st, 2017 and January 1st, 2018 has an extended holiday return policy, and can be returned by January 31st, 2018.
Return Shipping (Buyer Responsibility): Buyer is responsible for return shipping on any item that is not damaged, defective, incorrect item shipped, or missing parts. A prepaid shipping label will be provided through email and return shipping costs will be deducted from the refund.
The following reasons do not qualify for free return shipping:
- Changed mind / No longer needed
- Not the color I wanted/expected
- Not the quality I wanted/expected
- Item did not fit
- Misunderstood the image of the product
- Ordered in error
- Not as described: Incorrect expectation of item
Please note that due to computer monitor differences, color variations can occur between the actual product and your screen. Discrepancies due to differences in computer monitors does not qualify as having received the incorrect item.
Return Shipping (Diamond Home Responsibility): Diamond Home will waive return shipping on any item that is found damaged, defective, incorrect item shipped, or missing parts. A prepaid shipping label will be provided through email and full refund will be processed.
The follow reasons do quality for free return shipping:
- Not as described: Wrong dimensions or features only
- Damaged
- Defective
- Incorrect item was shipped
Inspection: All returns are inspected to verify if any false information was provided. If it is found that misleading information was provided, return shipping costs will apply and be deducted from the refund.
Thank you for shopping with Diamond Home.
Help, I need to cancel my order.
Items are shipped directly from the supplier or manufacturer and are prepared for shipment quickly after your order is placed. Once the item is prepared for shipment, it is difficult to cancel.
We will make an attempt to cancel your order but cannot guarantee success. Should your item be shipped, you have the option to refuse the package upon delivery. Once returned, a full refund would be applied.
Help, I made an error with the shipping address.
Items are shipped directly from the supplier or manufacturer and are prepared for shipment quickly after your order is placed. Once the item is prepared for shipment, it is difficult to change.
We will make an attempt to change the shipping address on your order but cannot guarantee success. Should your item be shipped to the original address provided, you may contact the shipping carrier and request a change or Hold for Pick Up.
Can my order be shipped faster?
Currently, we offer standard economy free shipping services for the USA, lower 48 states. We are not able to upgrade the shipping method and do not offer any other faster services for delivery.
When will my order ship?
To ensure fast delivery, orders are processed right away and the tracking number is uploaded within the following 1-2 business days. Once tracking is received, it generally takes 3-6 business days to arrive.
Where does my order ship from?
We ship from several different distributors and warehouses across the USA. The most common shipping carriers are UPS, Fed Ex, or USPS.
I want to return my item.
- Full description of why item is being returned
- If more than one item, confirm quantity
- Specify if refund or replacement item is preferred
- If damaged, provide detail on package or item defect
Return requests received outside of the 30-day return window are not accepted and will be closed.
My item is damaged, defective, or missing parts.
Please contact us immediately if your item arrived damaged, defective, or missing parts.
If you require a replacement part, please confirm the name and item number with a full description of the issue. Not all items will be able to have replacement parts sent but we will do our best to remedy the situation.
If the item is damaged or defective, please specify if damaged during transit or manufacturer defect with a full description of the issue. We will relay this information to the manufacturer and process a replacement item for you. If you would prefer a refund, please request this in your message.
I received the wrong item.
To initiate a return, please write us right away
Occasionally, the incorrect item will be packaged in the warehouse. Please include a full description in your return request and we will relay this information to the warehouse. We will issue you a pre-paid shipping label to have the item returned and will have the correct item sent for you at no charge.
Please note that due to computer monitor differences, color variations can occur between the actual product and your screen. Discrepancies due to differences in computer monitors does not qualify as having received the incorrect item.
Why haven’t I received my order?
Tracking number shows ‘Delivered’:
1) Please wait 1-2 business days from the day the item says delivered before further action is needed.
It has been found that the shipping courier will scan the package as delivered while still at the processing facility but has yet to deliver to the customer.
2) Ask your neighbors or other household tenants in case they've received it while you were away and just placed it somewhere without notice.
3) Please attempt to contact the shipping courier with your tracking number to get further details about your delivery, as they should have additional information that may help or answer your questions.
UPS 1 (800) 742-5877
Fed Ex 1 (800) 463-3339
4) If your order is not found after waiting 1-2 business days from the ‘Delivered’ date, please contact us and we will go ahead and initiate a trace with the carrier.
The carrier will then try to locate this item. This process can take up to 1 - 4 business days to complete.
• If the carrier is successful and locates the package, then it will be delivered shortly.
• If the carrier is unsuccessful in locating the package, then a replacement will be shipped.
You processed a refund but I haven’t received it yet.
Refunds will appear on your original method of payment within 3-5 business days.
I refused my order upon delivery, when will I get my refund?
If we are aware of your refusal we will monitor your return tracking. Once the tracking shows as ‘Delivered’, the refund will be processed within 3-5 business days and it may take an additional 3-5 business days for the refund to appear on your original method of payment.
If we were not made aware of the refusal, please contact us so that we may track the package.
My order was cancelled, when will my refund be processed?
Refunds will appear on your original method of payment within 3-5 business days.
I have not received my multiple items.
Occasionally, multiple items will be shipped separately and the additional tracking number is not properly uploaded to your order.
Please wait 2-3 business days to see if your multiple order arrives as it may be received after the first item.
If your order is not found after waiting 2-3 business days from the first item, please contact us and we will go ahead and initiate a trace with the carrier.
The carrier will then try to locate this item. This process can take up to 1 - 4 business days to complete.
• If the carrier is successful and locates the package, then it will be delivered shortly.
• If the carrier is unsuccessful in locating the package, then a replacement will be shipped.