Frequently Asked Questions

ORDERING AND PAYMENT

Q. Can I place my order by phone?
Absolutely. Call 1-800-320-9757 and a Wisteria Customer Experience Representative would love to take your order or answer any questions you may have.

Q. Can I combine discounts?
Sorry, discounts cannot be combined unless otherwise noted. When shopping on the website, you will have the opportunity to enter a "Promo Code." Only one promo code may be used per transaction, and promo code discounts cannot be applied to Sale, Clearance, or Weekly Deals. Please see our complete Promotion Policy for details.

Q. What types of payments do you accept?
Most major credit cards, debit cards, money orders, Paypal, personal checks and Wisteria Gift Certificates.

Q. When will I be charged for my order?
Credit cards will be charged at the time of shipment. If you choose to purchase through PayPal, you will be charged for all your items immediately.

Q. Will I get confirmation of my order?
Yes, you will receive a confirmation email. Please be sure to check your SPAM folder if you don’t receive a conformation email within 24 hours of placing your order.

Q. Do you offer financing options?
Unfortunately, we do not.


SHIPPING AND DELIVERY

Q. How much do you charge for shipping?
Please see our Shipping Information Page to review our delivery options and shipping costs.

Q. Can I choose an upgraded delivery service (in-room)?
Yes, you can choose from our basic “Threshold” service or our “White Glove” service at the time of checkout. Please see our Shipping Information Page to review our delivery options and associated charges.

Q. How will my furniture ship?
Parcels will ship through FedEx and large items will ship freight. Please see our Shipping Information Page to view a more detailed explanation of our shipping methods.

Q. Can I track my shipment?
Yes. Once your order ships, you will receive a Shipping Confirmation email, which will have all of the information pertaining to your shipment (including delivery company information and tracking number).

Q. Can I place my order on hold/can you deliver after a certain date?
At this time, we are unable to hold orders for delayed ship dates.

Q. What happens if I miss my delivery appointment?
If you miss a delivery appointment, please contact Wisteria Home Services at 1-800-320-9757, Option 3.

Q. Will I receive all of the items in my order at the same time?
In most cases; however, there are times when items are shipped as they become available.

Q. Can my order be expedited?
Parcel shipments may be expedited. Larger items that require freight shipment are not eligible to be expedited.

Q. Do you ship outside of the United States?
Our standard shipping methods do not include foreign countries or U.S. territories.

Q. What can I expect if I order an item on backorder?
If you order an item that is backordered, you will receive a backorder status update every two weeks until the backordered item is available to ship.

Q. Who do I contact if I have a question about shipping or delivery?
For shipping questions, you may contact Wisteria Home Services Team at 1-800-320-9757, Option 3. For delivery questions, you may contact the dedicated Delivery Team assigned to your delivery. Specific Delivery Team information can be found on your Shipping Conformation email.


RETURNS AND CANCELLATIONS

Q. How do I return a product after it has been delivered?
Please see our Return/Exchange Policy for details on how to return a product after delivery.

Q. Can I cancel an order?
Yes. Orders may be cancelled until they have been shipped. To do so, please contact Wisteria Customer Service via email at customerservice@wisteria.com or via phone at 1-800-320-9757, Option 2. Orders cancelled after they have been shipped will be considered a RETURN and will follow Wisteria’s return policy. Please see our Return/Exchange Policy for details on how to return a product after delivery.

Q. How long do I have to return an item?
If you’re not completely satisfied with your purchase, we will gladly offer an exchange or refund for the merchandise price within 30 days of receipt. NOTE: Items returned after 30 days will be refunded in the form of a Wisteria Gift Certificate. Please see our Return/Exchange Policy for more detailed information.

Q. What happens if my item arrives damaged?
We take every precaution to ensure your purchase arrives in perfect condition. If your purchase arrives damaged or defective, please contact customer service within 48 hours of receiving your order, at 1-800-320-9757, Option 2.

Q. How long does it take to receive a refund?
After we receive and process your return, please allow one billing cycle for any refund to appear on your credit card statement. Please allow up to 5 business days for your return to be processed when using PayPal.