FAQ

GENERAL FAQ

What are your hours of operation?

We are open M - F 8:30 A.M. - 4:00 P.M. CST.
What is the best way to contact you?

You can reach us:
--> Telephone: 1-800-827-2772 M - F 8:30 A.M. - 4:00 P.M. CST
--> Fax: 262-253-6544
-->Email: info@hdaltd.com
What methods of payment do you accept?

We accept:
--> All major Credit Cards: MasterCard, Visa, Discover, American Express
--> Certified Checks
--> Wire Transfers

For overseas orders, please contact us for best method of payment.

PAYMENTS MUST BE RECEIVED BEFORE MERCHANDISE IS SHIPPED.
Do you have open accounts/terms?

We do not have open accounts or credit lines.
May I get a sample?

We do not send out free samples.

You may purchase a sample or small quantity at the regular price. We will issue a price adjustment for the sample(s) when the balance is ordered. The balance must be ordered within a month in order to receive the price adjustment for the sample(s).
Do you adjust prices?

We do not adjust prices with the exception of samples.
Do you hold merchandise?

We do not hold merchandise. We will delay a shipment for up to four weeks, but the merchandise must be paid for. If the order is cancelled, it will be processed as a return, even though it has not left our facility.
How long do I have to change/cancel an order?

Most orders are shipped within 24-48 hours (excluding weekends and legal holidays). We must be notified by telephone no later than 1:30 P.M. CST to change an order and by 2:30 P.M. CST to cancel an order.

CHANGES AND CANCELATIONS MUST BE DONE VIA TELEPHONE!

SHIPPING FAQ
How long does it take to process orders?

Most orders are shipped within 1-2 business days, excluding weekends, and legal holidays.

Orders placed after 1:30 P.M. CST may not be able to be processed same day.
How do you ship orders?

We ship most orders via UPS (Small Package), our preferred carrier. Default service is "Ground" (see 11,14). Expedited service is available. Some items and larger items are sent on a pallet via common carrier (LTL). We work with numerous LTL carriers.
When will I receive my order?

Please visit www.ups.com to calculate transit times. Origin ZIP is 53022, Commercial.

Transit times do not include date of pick up. In other words, if your location is a 3 day ship point (Ground), if you order Monday, you will receive your order Thursday.

Expedited shipping is available at extra cost.

For international orders, transit times do not include "customs clearance."
What are my options for Expedited shipping?

UPS offers 6 different Expedited Services:
--> 3 Day Select (End of Day)
--> 2 Day Air (End of Day)
--> 2 Day Air A.M. (10:30 A.M.)
--> Next Day Saver (3:00 P.M.)
--> Next Day Air (10:30 A.M.)
--> Next Day Air A.M. (8:00 A.M.)

All services are not available in all locations. Please visit www.ups.com for more information.
Is Expedited Services available for International Shipments?

Yes. We have numerous options for Expedited International Shipments.

All International Shipment Transit Times are "Pending Customs Clearance."
How much do you charge for shipping?

We do not have set rates for orders. As every order is different it is impossible to have set rates. We do have special rates with UPS and many LTL Carriers. We pass these savings on to you, our customers. (We bill you, the customer, what we are billed by the freight carrier).

We do pack your order in the most efficient manner possible to save you money.

Please note that you are responsible for all freight charges, including ancillary charges, including but not limited to: Residential Delivery, Liftgate Fee, Address Correction, Customs, etc. Home Decoration Accessories reserves the right to invoice the customer for any freight adjustments due to address error or customs.
How much does expedited services cost or add to standard (Ground) shipping?

There is no set percentage or dollar amount that is added to standard (Ground) shipping costs. All shipments are different and each have different freight charges. We will contact you with the freight charges for your approval.

EXPEDITED SHIPMENTS REQUIRE CUSTOMER APPROVAL OF FREIGHT CHARGES BY 2:00 P.M. CST. NO EXCEPTIONS!

We will NOT ship without approval!
If I need my shipment at a later date, are you able to do a delay ship?

Yes we are able to delay ship. We will delay ship an order up to 4 weeks after the order is placed. The order must be paid for when placed.
Are you able to do drop ships, alternate ship tos?

Yes. We can do drop ships and ship to venues or one time ship tos.

Please note that discounted rates apply to shipments originating from our facility. Drop ships may not receive the discounted rates.
What does "This item can be shipped on a pallet only." mean?

This item is too fragile to send via UPS small package (individual boxes). It is almost certain that the product will break if not shipped on a pallet, LTL.
If my facility does not have a loading dock to unload semi-truck, do I have options?

Yes. We can still ship you the product on a pallet. There are two options.

The first is a no-cost option, and that is to have the pallet delivered to the freight carriers' terminal. The carrier will contact you when the pallet has reached their facility and you can pick it up there.

The second option is to add liftgate and/or residential delivery services to the shipment. These services cost extra and are not included with the standard freight charges. Residential Delivery (charge) is independent of Liftgate and is up to the discretion of the freight carrier.
Are LTL shipments more expensive than Ground?

As with ground shipments, each shipment is different and therefore there is no simple answer. Typically, when orders get large enough to ship on a skid, it is more cost effective to send it via LTL.
What are the transit times for LTL shipments?

We work with multiple LTL carriers, and each has a different transit time. We will send your shipment via the carrier that will best meet your needs be it cost effective/time sensative.
Will you ship with the carrier of my choice and/or may I ship using my own account number?

Yes. We can ship with the carrier of your choice and/or bill the freight to your account.

If you would like us to use your carrier/account the order must be received by 12:00 P.M. CST to be processed the same day. We WILL verify account numbers before shipping and if the account number is not recognized, we will NOT ship.