"Crown Moulding & Millwork, Home Lighting, Furnishing & Decor since 2003"


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Shipping My Order FAQs
My tracking number does not work.
 

Sometimes, in our hurry to update you, a courier or transport company may have not yet updated your shipment and other times it may just be that the number has been transposed incorrectly or the wrong carrier is being poled for tracking information.

Be sure an notice any additional tracking information presented in the "Order Shipped" or tracking email that you received. While sometimes the form of the email may suggest "UPS" when that is how that warehouse has been set up to ship, we will add additional information if the order went with alternative carriers, perhaps for geographic reasons.

Ways to check with our common carriers:

  • If your tracking number contains a "Z" at the begining' and is followed by digits and numbers, your package is probably being carried by UPS. To track this package go to UPS.com and enter in your tracking number on the left hand side.

ups track

  • If your tracking number is 15 digits long, your package is probably being carried by FedEx. To track this package go to FedEx.com and enter your tracking number in the box located in the lower middle of the screen.

fedex tracking


For larger shipments being carried by LTL or Freight companies, the name of the freight company will be included in your email. Go ahead and search the freight company's name and locate their own tracking page in order to get more detailed information on the progress of your order. Often these larger freight companies refer to a tracking number as a "PRO Number". Try inserting your tracking number provided, in order to track your order.

My tracking number shows "Delivered" but I didn't received my order.
 

My Tracking Number suggests "Delivered" but my order has not been received

Most packages arrive within 24 hours of the estimated delivery date provided on the courier or freight companies web site. Occasionally, a carrier will scan a package as delivered before it arrives at the final destination. While this is an unacceptable error on their part, It can be one reason that a package will take an additional day or two to arrive.

Having done this for some time now, here are some of the most common reasons that we find when this has occurred and what you should concider before contacting us..

If the package doesn't arrive within 24 hours of its estimated delivery date:

  • Check with members of your household, neighbors, doormen, and the front desk to see if someone accepted delivery.
  • Look around your delivery area. Carriers try to leave packages in safe locations. Typical spots include under porches, under benches, back doors, and around garages.
  • Check your mailbox. Some smaller items are placed there.
  • Look for an attempted delivery notice. If the carrier feels it is unsafe to leave your package at your residence, the driver will leave an attempted delivery notice.
  • For homes or job sites that are under construction, the number of people on site and dusty corners available, can often further the challenge of finding out where an order has been left or by whom.
My tracking number shows an incorrect delivery location.
 

My tracking number shows an incorrect delivery location.

It could be that the tracking number that you were sent was the incorrect tracking number for your order. In any event, please contact us with your name and order numbers and we will track down the correct tracking number for your order or make whatever changes are necessary to be sure that you are receiving the appropriate information.

Has my order shipped?
  To check on the status of your order, click the "My Account / Order Status" link on the home page of our site to check your orders status.

Click "View Order Status." after logging in if you haven't already.

  • A list of your recent orders and their statuses will appear. You can see older orders by picking "Complete History" from the dropdown menu and clicking "Go."
  • Item StatusWhat it Means
    Order Received
    Your order has been received. Once we have confirmed that we have all the information necessary, the order will be put into progress and processed for shipping
    In Warehouse
    Your order is now in progress and is being prepared for shipment. Your order will be departing in accordance with the schedule laid out in the product details of the item(s) ordered.
    Partially Shipped
    You will see this status when you have ordered products that come from different warehouses and therefore will have separate tracking numbers. This means that part of your order has now shipped; a tracking number will be included, but there will be further tracking numbers to come.
    ShippedYour entire order has now departed and is on it's way to you. All tracking numbers will now be present within your account and order details
    BackorderedWe're sorry, but we ran out of stock before we could fill your order. Your item will ship as soon as it is back in stock. (this will only be upon notifying you first for approval)
    CancelledWe've canceled your order, and you will have been refunded if payment had previously been received.
    On HoldEither you have requested that we delay shipping your item or we have delayed shipment because we are sorting out order details and have attempted to contact you.
    Cancellation Pending
    You have requested to cancel part of your order. We are awaiting confirmation from the warehouse.
    Back-ordered Partial
    Parts of your order are out of stock. Sorry about that. We'll ship what's in stock now, and the rest as soon as we get it. (this will only be upon notifying you first for approval)
    Return Pending
    We are still waiting to receive your item back to the warehouse.
    Return Complete (Refund Processed)Your return is finished and we've processed your refund! It should show up on your credit card within the next 24 hours.
    Replacements/Parts OrderedYour replacements have been ordered and will be shipped to you shortly
    Replacements/Parts ShippedYour replacements/parts have shipped!
    Refused (Return Pending)You refused your item. We're just waiting to receive it back or to hear from you regarding the reason that it was refused.
    How do I change quantities or cancel an item in my order?
     
    To change quantities or cancel an order:

    If you need to change the quantities of products ordered or to cancel an order, we need to hear from you as quickly as possible, so that you do not end up being responsible for any additional unwanted shipping costs.

    Click the "My Account / Order Status" link on our home page and enter your login information to check that your order has not already left.

    If your order has already been sent to the warehouse for processing:
    • If you were wanting to add items to your order, you will now need to place a new order.
    • If you were wanting to decrease the items ordered, then you will now need to contact us so that we can check to see if there is time to alter the order, otherwise, any products no longer required will have to be handled by you as though they were being returned. See "Returning Items".
    • If you need to cancel an order recently completed that does not yet appear to be shipped, please contact us at 888-310-2436 with your order number and request for cancellation. If you are not able to reach someone directly, leave this information on the voice mail so that we can deal with it immediately. Alternatively you can use "Live Chat" or Contact Us by email.


      Please allow up to 72 hours for a confirmation of cancellation. Since many of our items ship out the same or following days, it is not always possible to stop orders that have already been processed. Once a product has shipped, it is impossible to cancel or reroute the order, so it will need to be handled as a return including the cost of round-trip shipping. Once shipped, the product belongs to the customer and our standard return policies apply.


      Please Note: Delivery refusals have been know to result in a loss of product and if this is the case, such a situation would void any possibility of a refund.

    How do I track my order?
     
    Click the "My Account / Order Status" link on the home page of our web site to find the tracking information of for your specific order.

    During each step of the order process, you will be sent an email to the address that we have on file. Once your order is shipped, this email will also include any tracking numbers available for your order.

    Some tracking numbers can be clicked on to automatically open a window for the carrier used to ship your package; otherwise, your tracking number will include a shipping company that you can search for on the internet in order to use their web site to track an order.

    My order never arrived.
      Your order didn't arrive?

    Click the "My Account / Order Status" on the home page of our web site to determine your order status.

    Be sure that all of the items in your order have shipped already.

    If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered.

    My Tracking Number states "Delivered" but my order has not been received.

    Most packages arrive within 24 hours of the estimated delivery date provided when searching a tracking number on the courier or freight companies web site. Occasionally, a carrier will scan a package as delivered before it arrives at the final destination. While this is an unacceptable error on their part, It can be one reason that a package will take an additional day or two to arrive.

    Having done this for some time now, here are some of the reasons that we often get this feed back and how it can be averted.

    If the package doesn't arrive within 24 hours of its estimated delivery date:

    • Check with members of your household, neighbors, doormen, and the front desk to see if someone accepted delivery.
    • Look around your delivery area. Carriers try to leave packages in safe locations. Typical spots include under porches, under benches, back doors, and around garages.
    • Check your mailbox. Some smaller items are placed there.
    • Look for an attempted delivery notice. If the carrier feels it is unsafe to leave your package at your residence, the driver will leave an attempted delivery notice.
    • For homes or job sites that are under construction, the number of people on site and dusty corners available, can often further the challenge of finding out where an order has been left or by whom.

    When will my order ship?
      When will your item ship?

    The expected shipping schedule of every item on our web site is laid out within the individual item details. It is important to remember that this outlines the time that it will take for that item to leave the warehouse and begin it's journey to your door.

    Once it has departed, you will receive an email stating that your item(s) or entire order has shipped, including the tracking number necessary for you to determine when it will arrive.

    If you are unsure if you have received such an email you can click the "My Account / Order Status" on our web sites home page to sign into your account to track an order. If you did not register with us during checkout and now wish to do so, please Contact Us and request your sign in information and a temporary password. If you have already placed an order, please inform us of your order number so that we can propperly link that order to your account.