What kind of Satisfaction Guarantee do you give?
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What is your phone number?
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What kind of products do you carry?
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Why did you not answer my e-mail and/or my voice mail message?
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How do I get a price quote?
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Why do I need to specify a quantity?
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Are wallpaper prices for single roll or double rolls?
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What is the Pattern ID Service?
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When can I expect delivery?
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Are there any shipping or hidden charges?
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Can I get next day or second day delivery?
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How are shipping weights estimated?
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What if I get the wrong pattern or if it is damaged?
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What if there is a back order?
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When is my credit card charged?
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Are there any cancellation charges?
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Can I return overage for credit?
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Can I return other than overage for credit?
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Do you carry discontinued merchandise?
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When will I receive my credit?
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Do you sell outside U.S.A.?
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Do you ship COD?
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Do you provide tracking numbers?
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Do you provide samples?
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Do you lend books?
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Do you charge sales tax?
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How do you handle disputes?
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Can you provide technical help?
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What if my question is not answered here?
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One of our competitors claims: 'We're so confident that you'll be happy with your purchase that we offer an exclusive satisfaction guarantee. If you are not completely satisfied with your purchase, we'll do everything we can to make you happy. Please contact customer service within 14 days of receipt so that we can address your concerns....'
We do not consider that a guarantee. While we do virtually the same actions, we do not call it a 'Guarantee'. A promise to 'address your concerns', is not a 'Satisfaction Guarantee' and to call it such is certainly misleading if not fraudulant. In fact, we find it insulting for one to claim one can assure that you will 'be happy with your purchase'.
We put our promises in writing. That makes us legally bound to do everything you find in writing on our site.
We would rather answer your questions here on this F.A.Q page than pay someone to read to you over the phone what is here in writing already.
You may not do this but all those who have already done that have ruined it for you. We were constantly getting calls to 'check stock' or 'find discontinued merchandise'.
We have therefore hidden our phone number from the internet public.
But if the need arises in the filling of your order, you will be provided with our number.
However, with our recent enhancements to our computerized processing, you no longer need to talk to anyone to check on an order nor to cancel an order. Both of these functions are available with our Customer Self Service.
We only sell Wallpaper and Wallpaper related products.
Our Wallpaper products include all items you would find in a wallpaper book. These include wallpaper itself, border, fabric, and murals.
WE TRY TO ANSWER ALL QUESTIONS IN THIS F.A.Q. PAGE! If your question shows that you did not read the F.A.Q. page, your coorespondence may very well be ignored. This is probably a wrong attitude but we are only human.
We are also working with developing the concept of Customer Self Service. How this works is that we tell you the current status of your order. You then decide what you wish to do. Your request is automatically sent to the manufacturer. As soon as we hear back, we automatically update the status of your order and also send you an e-mail. This should occur within three business days of your request.
For Wallpaper and items carried in Wallpaper Books, you can search by the name of the book or by the pattern number with our INSTANT WALLPAPER QUOTE AND SECURE ORDER ENTRY form. This searching can be started with the form contained on the home page itself. Not all wallpaper books are on the Book List but you can start the search there.
If you have a requirement for a large amount of wallpaper (over 100 rolls or over $1,000.00) or you need 54in wide (commercial) wallpaper, first get a Q number by making your inquiry a quote and then contact us about that quote.
Our pricing is normally dependent on the quantity desired.
Wallpaper pricing is for single rolls NOT double rolls. Unless the book says otherwise, wallpaper needs to be ordered in even quantities (2, 4, 6, 8, etc.) as it is sold in single rolls but only shipped in double rolls.
If a book specifies triple rolls, then it is sold in single rolls but if you want other than full triple rolls, there would be a cutting charge of $10.00.
Border is normally sold sold in single 5 yard spools. Sometimes the size of the spool is other than 5 yards. Sometimes Border is sold by the yard. If the border is sold in other than 5 yard spools, that fact will be specified in the book.
Fabric is sold in yards. Some suppliers have a 2 yard minimum. This would be specified in the book.
If you are ordering by page number rather than by pattern number, be sure to describe the pattern fully to assure that you get the correct merchandise. Sometimes different copies of the same book have different page number. The "Pattern Identification Service" assures you of getting the right pattern. There is a $4.00 charge per order for this service. It is only charged when you order by page number and we do not display an image of the pattern.
Please note that if you order the wrong page number, it does not matter what you write as a description, you will be responsible for the costs of correcting your error. Your responsibility is that you order from the correct book and that you order the correct page number.
We offer over 200,000 different items for sale which are shipped from warehouses of over a dozen manufacturers. It is therefore impossible to give a firm ship date that would be appropriate for all items before we know what you want to order.
What we can do is to fully comply with the Federal Trade Commission's rules concerning promised shipment times and notifications.
We also promise that we will process your order within one business day. Orders made on the internet before 7:00 am will be processed that day otherwise they will be processed the next business day.
At the time of processing we take full payment and release the order to the appropriate manufacturer's warehouse for shipment.
The manufacturer then either confirms a promised shipment date to us or notifies us if the product is discontinued. That information is then forwarded to you by e-mail and also posted to your order on the internet. If there is a delay, you will be given the opportunity to cancel and get a full refund as long as the product has not shipped. If there is a cancellation you will get a full prompt refund.
If you do not receive your order in two weeks, you may check on your order by using Contact Us.
Do NOT send an e-mail as it will not be recorded with your order.
If we do not hear from you, we will assume that you have received your order.
Shipping and handling charges for wallpaper, border, fabric, and murals (U.P.S. Ground or Federal Express Ground) are included in our "Processing Fee" which is $12.95 for each wallpaper book ordered from plus $0.65 per pound.
Our pattern identification service charge of $4.00 per order is applied when you order by page number and we do not display an image of the pattern.
The shipping weights used are estimated weights.
If you are in Hawaii, Alaska, or Puerto Rica, we only ship by second day air and those charges also apply.
Shipping charges for other items besides wallpaper, border, fabric, murals, and samples will be added as a separate charge to your credit card. You will receive an e-mail stating what those charges are.
Shipping and handling charges do not apply to samples.
If the wallpaper is shipped in triple rolls and you order other than multiples of 3, there is a $10.00 cutting charge.
There are no other charges for your order other than the price quoted for your merchandise.
We do not offer next day delivery nor Saturday delivery. We can provide second day delivery but we cannot guarantee when the product will ship. If there is a delay in shipment, you will still be charged for the second day service.
Our fee for second day air is $20.00 for each wallpaper book ordered from plus $15.00 for every 5 pound increment. As an example, if the shipment is less than 5 pounds and you are ordering from one book, the charge is $20.00 and if the shipment is 5 pounds or over but less than 10 pounds, the charge is $35.00.
The second day air fee is in addition to the "Processing Fee".
The shipping weights used are estimated weights.
If you live in the northeast, the normal time (once order is shipped) is 2 to 3 days. If you live in Texas or the west coast, 2nd day air makes more sense.
If you live in Hawaii, Alaska or Puerto Rico, 2nd day shipping is mandatory and is added automatically.
Second day air for other items will be added as a second charge to your credit card.
For all second day deliveries, please allow one business day for processing and 2 business days for shipment.
Items that are not in stock at the time of order will be sent second day once they are received.
For the purpose of calculating shipping charges automatically, it is assumed that a single roll of wallpaper weighs 1 pound, a spool of border weighs one half pound, and a yard of fabric weighs one half pound. Miscellaneous small items such as samples are taken to be one half pound each. Murals are taken to be four pounds each. Accessories are taken to be one pound each.
If we made the mistake, there is no charge to have the merchandise replaced. You cannot send defective rolls back for credit, only for replacement.
Do not send anything with out instructions from us. First Request Return Authorization and indicate how many single rolls you wish to return. Be sure to specify which items you wish to return as defective. Please describe the defect in detail. The manufacturer will need to verify the defect.
Be sure to also specify the run number or lot number you actually received as specified on the actual roll itself not what was specified on the packing list.
If there is a back order that makes the promised ship date be more than thirty days after our receipt of your order, we will notify you and give you the opportunity to cancel your order for full credit.
If you wish to cancel and there is no backorder over 30 days, cancellation charges would apply.
We use a system of charging your credit card at the time of order.
We check stock first. If the item is in stock or is coming in within the month, this procedure is appropriate.
If, when we check stock, we find the product will not be available within 30 days, we will cancel your order and suggest you order again after the anticipated stock date.
If there is a backorder over 30 days, you have the right to cancel your order for full credit.
If there is no backorder over 30 days and you cancel after your order is processed and before it is shipped, there is a fifteen percent cancellation charge.
Whether or not there is a backorder and you cancel after the merchandise is shipped, there is a thirty percent cancellation charge for restocking, the 9.95 "Processing Fee", and you will also be charged for shipping both to you and back to us. Should you refuse delivery of a valid order, it will be treated as "cancellation after shipment". ALL CANCELLATIONS MUST BE DONE USING THE SPECIFIED FORM AND NOT BY E-MAIL. ALL CANCELLATIONS ARE SUBJECT TO OUR CONTACTING THE WAREHOUSE AND CONFIRMING THAT THE ORDER HAS NOT SHIPPED. IT MAY TAKE 3 BUSINESS DAYS TO CANCEL AN ORDER. You may use Cancel an Order and or choosing the appropriate option on the Contact Us page.
Credit given, if any, on overage will be in the form of a store credit towards future purchases.
You have the right to return wallpaper overage of one unopened double rolls (or one upopened
triple roll if products is sold
in triple rolls) according to the following conditions:
All returns must be requested within 15 days from the date you receive the merchandise and completed withing within 30 days from our ship date.
There is no overage return for discontinued products nor products from discontinued books.
There is no overage return for grasscloth nor any other specialty products.
There is no overage return for border nor fabric.
All overage returns are subject to a thirty percent restocking fee.
There is also a $9.95 processing fee for all overage returns.
Depending on what you order, there are different ways to return. Do not send anything without instructions from us. First Request Return Authorization and indicate how many single rolls you wish to return. Be sure to specify which item you wish to return. Please state the reason for the return.
Credit given, if any, on returns will be in the form of a store credit towards future purchases.
You have no "right" to return other than overage as described above. We will however, contact the manufacturer
and see if we can accommodate your request. Should the manufacturer agree, you would be able to return
according to the following conditions:
All returns must be requested within 15 days from the date you receive the merchandise and completed withing within 30 days from our ship date.
There is no return for discontinued products nor products from discontinued books.
There is no return for grasscloth nor any other specialty products.
There is no return for cut fabric.
All returns are subject to a thirty percent restocking fee unless specifically waived by manufacturer.
There is a $9.95 processing fee for all returns.
You are also responsible for the shipping charges for both our sending the product to you and also for
the return of the product. Shipping charges are estimated at $9.95 for each direction for up to 5 pounds.
Depending on what you order, there are different ways to return. Do not send anything without instructions from us. First Request Return Authorization and indicate how many single rolls you wish to return. Be sure to specify which item you wish to return. Please state the reason for the return.
We are sorry to say that we are not able to get merchandise that has been discontinued. We can only give quotations and or take orders for product that is in a book that is not discontinued and is on our site.
If you are not sure if the pattern is discontinued, place the order and clearly state in the order comment section: "pattern may be discontinued".
If the pattern is discontinued and there is no stock, the order will be canceled. If there is stock, the order will be processed.
Our normal policy is to not check stock unless we have a firm order.
Only about ten percent of patterns from discontinued books have stock left over.
Sometimes a pattern is discontinued and not the book. If we can get a discontinued pattern or a pattern from a discontinued book, that pattern is not returnable.
When a discontinued book is shown, the date, month and year, that the book was discontinued is displayed but orders cannot be processed for books discontinued more than 11 months.
If you have found that the pattern is discontinued from some other source, we strongly suggest that you do NOT order from us as you will most likely be just tying up your money needlessly.
If you paid by cash, check, or money order, we will refund the correct amount by first class mail within seven working days after the order is cancelled.
If you paid by credit, we will credit your account within one of your billing cycles after the order is cancelled.
That means it may appear on one statement after we say we are refunding but it will not appear on two statements.
We only sell in the U.S.A. The ship to address must be in the U.S.A. The credit
card must have a U.S.A. bill to address.
We apologize for any inconvenience this may cause you.
We use the system of full payment at the time of order. We only provide for payment by credit card. We do not
take checks nor money orders. We apologize for any inconvenience this may cause you.
We normally do not get tracking numbers until at least a day or two after the merchandise is shipped.
There are a number of major suppliers and each has their own system. If you
do not get your order within two weeks or if there is a scheduled shipping date
that is passed by more than a week, we will track your order. We apologize for
any inconvenience this may cause you.
We can provide samples at $5.00 each. This fee is not returnable nor is it credited against any purchase.
A sample is ordered by entering '1' as the quantity and the word 'SAMPLE' as the description of the pattern.
We do NOT lend books.
We charge sales tax of 5% for all orders shipped to Virginia. This charge is added to the order when the order is placed.
We are not authorized to collect tax for any other state so we do not charge tax shipping anywhere other than to Virginia
Your state may require you to pay sales tax directly to them for any purchases made out of state.
We attempt to put all of our terms and conditions on this F.A.Q. (Frequently Asked Questions) page. Sometimes there are conditions that were never anticipated and sometimes these items are not consulted. Thus disputes can arise.
We are retailers of products made by others just like any other retail store. Whatever warrantees the manufactures provide we pass along to our customers. Whatever return policies the manufacturers offer we also pass along.
As there are over 200,000 different wallpaper patterns available, it is impossible to stock even a fraction of that amount. We therefore normally have the manufacturer ship directly to you. We instruct the respective manufacture to ship within 24 hours of our processing your order.
If the manufacture has the product in stock, that manufacture will ship based on that manufacturers shipping policies. Some manufactures ship the same day, some in 24 hours, some in up to 72 hours.
It is possible that, when you place and order late in the evening, we process it early in the morning and the manufacturer has it on the truck by noon of that day.
Sometimes there is a breakdown in the system and for one reason or another you do not get your product when expected. Should that happen, simply let us know and we will track down the difficulty. Use "Check on an Existing Order" and if you do not get an e-mail response within 3 business days, please try again as there may have been a technical problem.
Credit Card rules state that a customer must first try to resolve any dispute with the merchant.
Should a customer dispute a charge with their bank without trying to resolve issue with us, we will
treat the transaction as if the purchase was made with a "bad check" as prosecute to the
full extent of the law.
Problem: We recently wallpapered and have since done work on our foundation that resulted in a crack from the ceiling half way down. There is another area where wrinkles appeared. My plan was to replace the bad strips but the pattern is now discontinued and there is no stock at all. What can I do?
Solution: The wallpaper strip where the crack is needs to be removed in such a way that it can be re-hung. This is very tedious but possible. You need to start at the top of the strip and apply hot water behind the paper. You need to loosen the paper and pull it away from the wall gently. If some of the backing comes off, it will be ok.
The wall crack needs to be repaired and the repair made ready for wallpaper with the appropriate primer. Of corse it needs to dry thoroughly.
To re-hang the strip you previously removed, you need to use "border adhesive".
Where the wrinkles occurred, you may be able to skip the above if the wall underneath is not damaged (cracked). Use a razor blade and make a slit in the wrinkle. Use some "border adhesive", overlap enough to remove the wrinkle and roll as flat as possible.
(Tip provided by Reinder who has decades in the wallpaper industry. May 22, 2002)
We try to answer all ferquently asked questions that relate directly to our discount wallpaper business.
We differ from your local full service decorating center in that are prices are lower because we do not provide the same amount of service. Were we to provide the same level of servce, we would need to put on more staff and then our prices would need to rise and we would no longer be in the 'discount' business.
If you would like to submit a question to us, you may use our Contact Us page.
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