At DITD, we’re all about clarity and confidence—we want you to love your new item in your space as much as we loved designing it! We also want the experience of ordering from us to be as seamless as possible, which is why we’ve curated the most important shop policies and frequently asked questions below for easy reference.
Our partnership with SideDoor: Who is SideDoor?
We partner with a company called SideDoor to secure and fulfill all your shop orders. We know and trust their team to provide excellent customer service to all our clients! They arrange and handle delivery logistics as well as customer service concerns. Should you have any delivery questions, concerns or product damage with your order, please email SideDoor customer support at email@example.com.
Can you help me select or find a different size, color, or finish?
We are available and happy to help source appropriate furniture and decor from our shop or other retailers to meet your aesthetic desires. Please email us at firstname.lastname@example.org for assistance.
Do you price match?
Trade exclusive products are never priced above the internet minimum advertised price (IMAP), or the price set by the manufacturer. Since everything we carry in the shop is trade-exclusive, you can rest assured you’re getting a great deal on your purchase! All our prices include shipping and handling fees. However, sometimes other online retailers will try to undercut the IMAP, so if you find a lower price somewhere else, please send us an email at email@example.com and we’ll be happy to match the price.
Shipping and Delivery
How does the shipping process work?
Upon purchase, SideDoor will send you an email notification regarding the progress of your order, and will also notify you when your product ships. Most furniture is shipped via a local freight carrier, and the freight carrier company will contact you to schedule a delivery date when your furniture is ready for delivery. The cost of “Threshold delivery” is included in your product price (see below).
What is “Threshold delivery”?
Threshold delivery is when they place the package immediately inside your home, rather than outside your door. Threshold delivery does not include assembling, installing, unpacking, or placing/styling products in specific rooms. If you prefer to have someone handle all these aspects, you can choose “White glove delivery” at checkout for an additional fee. This service includes placing the product in the desired room, light assembly, package removal, and disposal.
What if my product is damaged upon delivery?
Product(s) should be inspected immediately upon delivery. If a product is damaged, contact SideDoor customer service as soon as possible. Typically, you’ll need to send photographs of the packaging and damaged product(s) to their team, who will then contact the manufacturer and arrange for a repair or replacement if applicable.
What if I’m not quite ready for my item(s) to be delivered?
We understand that sometimes reno/redesign projects run long and you’re not quite ready to store your new items in your space. SideDoor can have the order re-routed to a third party of your choice. They strongly recommend sending large items to professional receivers, and can provide a list of recommended companies. If you need this service, please contact their customer service team.
Please note: Some freight companies will charge for any rerouting or cross-docking fees that occur if the original “ship to” address changes after the product has shipped.
Returns and Cancellations
What are your return and cancellation policies?
All sales are final unless product(s) arrive damaged. Since our shop products are shipped directly from the manufacturer, DITD and SideDoor are unable to take returns, cancellations, or exchanges.
Don’t see your question above Send us an email at firstname.lastname@example.org and we’ll gladly be of assistance.