Asked Questions (FAQ)

Find Instant Answers and Expert Guidance for a Seamless Experience

Welcome to the DECKIFY FAQ hub, your dedicated resource for quick, clear, and comprehensive answers to the questions we hear most often. We understand that purchasing furniture online is a significant decision, and it’s natural to have questions about products, ordering, delivery, and care. This living document is meticulously organized and constantly updated to empower you with the information you need to shop with confidence and care for your DECKIFY furniture for years to come. We’ve compiled these FAQs based on real customer interactions to address your queries proactively. If you cannot find the answer you’re looking for, our dedicated customer service team is always just a phone call or email away. Think of this page as your 24/7 self-service portal to the collective knowledge of the DECKIFY team.

I. Ordering & Payment

This section covers everything from browsing our collection to completing your secure checkout.

Q1: How do I place an order on your website?
A: Placing an order is simple:

  1. Browse & Select: Navigate through our categories (Sofas, Sectionals, Loveseats, Tables, Dining & Kitchen) and click on any product to view its details.

  2. Customize & Add to Cart: Select your desired options (e.g., fabric, color, configuration) and click “Add to Cart.”

  3. Review Cart: Click the shopping cart icon to review your selections, quantities, and the subtotal. You can modify items here.

  4. Proceed to Checkout: Click “Proceed to Checkout” and enter your shipping information.

  5. Choose Shipping Method: Select your preferred shipping option.

  6. Enter Payment Details: Securely enter your payment information using one of our accepted methods (credit/debit card, Apple Pay, Google Pay).

  7. Review & Place Order: Carefully review your entire order, including the total cost (product, shipping, tax). Click “Place Order” to complete your purchase. You will receive an order confirmation email immediately.

Q2: What payment methods do you accept?
A: We accept all major credit and debit cards, including Visa, Mastercard, American Express, and Discover. We also offer faster, more secure checkout through digital wallets like Apple Pay and Google Pay. All payments are securely processed through our partner, Stripe, ensuring your financial data is protected with industry-leading encryption.

Q3: Is my payment information secure?
A: Absolutely. Security is our top priority. We use Stripe, a PCI Service Provider Level 1 certified payment processor (the highest level in the industry). Your sensitive payment details are encrypted and tokenized, meaning they never touch our servers directly. This system is used by millions of businesses worldwide and is designed to prevent fraud and data breaches.

Q4: Can I pay in a currency other than US Dollars (USD)?
A: All transactions on deckify.site are processed in US Dollars (USD). If you are shopping from outside the United States, your credit card or bank will automatically convert the charge into your local currency based on their exchange rate. Any foreign transaction fees are determined by your financial institution.

Q5: I entered my payment details but my order didn’t go through. What happened?
A: A declined transaction can happen for a few reasons:

  • Insufficient Funds: Please ensure your account has adequate funds or available credit.

  • Incorrect Card Details: Double-check the card number, expiration date, CVC code, and billing address you entered. They must match your bank records exactly.

  • Bank Fraud Prevention: Sometimes, banks flag online transactions as a security measure. Please contact your bank to pre-approve the transaction with DECKIFY.

  • Technical Glitch: Try refreshing the page and re-entering your information. If the problem persists, please contact us.

Q6: Can I modify or cancel my order after I’ve placed it?
A: We aim to process orders quickly. Please contact us immediately at lamgiang.deckify@gmail.com or call +84909250525 with your order number. If your order has not yet entered the packaging stage, we may be able to modify or cancel it. We cannot guarantee changes once an order has been processed for shipment.

Q7: Do you offer gift cards or registry services?
A: We are currently developing a gift card program! Please check our website in the future or sign up for our newsletter to be notified when this service launches. We do not currently have a formal wedding or gift registry system.

II. Shipping & Delivery

Get all the details on how we get your furniture from our warehouse to your home.

Q8: Where do you ship?
A: We are proud to ship across the entire United States. We also offer international shipping to many countries. During checkout, you can enter your address to see if we ship to your location and to calculate shipping costs.

Q9: How much does shipping cost?
A: Shipping costs are calculated based on your delivery address, the size and weight of the items in your cart, and the shipping speed you select. The exact cost will be displayed clearly before you complete your purchase. We do not believe in hidden fees.

Q10: How long will it take to receive my order?
A: Delivery times vary based on product availability and your location.

  • In-Stock Items: Typically ship from our warehouse within 3-5 business days. Transit times within the continental US can range from 5-14 business days, depending on the carrier and service level.

  • Backordered or Custom Items: These will have a longer lead time, which will be clearly communicated on the product page and in your order confirmation.

  • International Orders: Delivery times can vary significantly (from 2-8 weeks) due to customs clearance. You will receive tracking information once your order ships.

Q11: What shipping carriers do you use?
A: We partner with a network of reliable national and regional carriers, including FedEx, UPS, and specialized freight carriers for large furniture items. The carrier used will depend on the size and destination of your order.

Q12: Will I receive a tracking number?
A: Yes! Once your order has been shipped, you will receive an automated email with your tracking number(s) and a link to monitor your shipment’s progress.

Q13: What is your shipping process for large furniture (sofas, sectionals, tables)?
A: Large items are typically shipped via “Threshold Delivery” or “Curbside Delivery.”

  • Threshold Delivery: The carrier will bring the packaged item to your front door or the first dry area at the entrance of your home (e.g., a garage, lobby, or porch).

  • Curbside Delivery: The driver will place the packaged item on the curb at the end of your driveway. They are not responsible for bringing it inside your home.

  • White-Glove Service: For an additional fee, we can arrange in-home delivery, where the team will bring the item to your room of choice, unpack it, and remove the packaging materials. Please contact us before ordering if you are interested in this service.

Q14: What should I do when my order arrives?
A:

  1. Inspect Packaging: Before signing, inspect the exterior of the boxes for any obvious signs of damage (rips, punctures, crushing). Note any damage on the carrier’s delivery receipt.

  2. Inspect Product: Unpack your furniture as soon as possible in a well-lit area and inspect it thoroughly for any concealed damage or defects.

  3. Report Issues Immediately: If you find any damage or defects, take clear photos and contact our customer service team within 7 days of delivery. Please do not discard the original packaging until the issue is resolved.

Q15: Can I change my shipping address after I’ve placed my order?
A: Please contact us immediately. If your order has not yet shipped, we can usually update the address. Once a shipment is en route, address changes may not be possible and could result in additional fees or the package being returned to us.

III. Returns, Refunds & Warranty

Understanding your options if you need to make a return or have an issue with your product.

Q16: What is your return policy?
A: We offer a 30-day return policy from the date of delivery for items in new, unused, and resalable condition, with all original tags and packaging intact. The customer is responsible for the cost of return shipping. For full details, please see our comprehensive Refund and Return Policy.

Q17: How do I start a return?
A: You must first contact our customer service team to initiate a return and receive a Return Merchandise Authorization (RMA) number. Please do not ship anything back without this authorization. Email us at lamgiang.deckify@gmail.com or call us at +84909250525.

Q18: What items are not eligible for return?
A: The following items are considered final sale:

  • Custom-made or special-order products built to your specifications.

  • Items clearly marked “Final Sale” or “Clearance.”

  • Products that have been assembled, used, stained, or damaged by the customer.

  • Products not returned in their original, protective packaging.

Q19: What if my item arrives damaged or defective?
A: We are sorry to hear that! Please contact us within 7 days of delivery. We will need you to provide clear photos of the damage/defect and the packaging. We will quickly resolve the issue by sending a replacement part or a full replacement, or by processing a full refund, including shipping costs. In most cases, we will ship the replacement immediately.

Q20: How long does it take to receive my refund?
A: Once we receive your returned item and it passes our inspection, we will process your refund to the original payment method. Please allow 7-10 business days for the refund to be processed and appear in your account. The speed depends on your bank or card issuer.

Q21: Do you offer a warranty on your products?
A: Yes! We stand behind the quality of our craftsmanship. Most of our products come with a limited manufacturer’s warranty that covers specific structural and material defects for a period of 1 to 5 years, depending on the item. The specific warranty details are included with your product documentation. This warranty does not cover normal wear and tear, or damage caused by misuse or accidents.

IV. Product Information & Care

Learn how to choose the right piece and maintain it for long-lasting beauty.

Q22: Where can I find the dimensions of a product?
A: Detailed dimensions (Length, Width, Height, Weight, Seat Height, etc.) are provided on each product page under the “Specifications” or “Dimensions” tab. Please use a tape measure to visualize the size in your space before ordering.

Q23: Are the colors on my screen accurate to the actual product?
A: We make every effort to represent our products accurately. However, due to differences in monitor calibrations, lighting conditions, and the natural variations in materials like wood grain and fabric dyes, there may be slight variations between the online image and the physical product. We consider these natural variations part of the product’s character and not a defect.

Q24: Do I need to assemble my furniture?
A: Most of our furniture requires some level of assembly to ensure safe and cost-effective shipping. Items like tables typically require leg attachment, while sofas and sectionals may require attaching the legs and connecting modular pieces. All necessary tools and detailed, step-by-step instructions are included. We recommend having two people for the assembly of larger items.

Q25: How do I care for and clean my DECKIFY furniture?
A: Proper care will ensure your furniture lasts for years.

  • Fabric Upholstery: Regular vacuuming with an upholstery attachment is recommended. For spills, blot immediately (do not rub) with a clean, absorbent cloth. Most of our fabrics are treated for stain resistance, but we recommend consulting the specific care label on your product for professional cleaning codes (e.g., W, S, WS).

  • Leather Upholstery: Dust regularly with a soft, dry cloth. Avoid direct sunlight and heat sources to prevent fading and drying. Use a clean, damp cloth to wipe up spills. Condition your leather every 6-12 months with a high-quality leather conditioner to maintain its suppleness.

  • Wood Tables & Surfaces: Dust with a soft, dry or slightly damp cloth. Avoid harsh chemical cleaners. Use coasters under drinks and placemats under hot dishes to prevent rings and heat marks.

Q26: Can I request a fabric swatch?
A: We are currently developing a swatch program to allow customers to feel our fabric quality and see true colors before purchasing. Please check back soon for updates on this service.

V. Website, Account & Technical Issues

Troubleshooting common problems with the website and your account.

Q27: How do I create an account?
A: You can create an account during the checkout process by selecting “Create an Account,” or you can go to the “My Account” section on our website and click “Register.” Having an account allows you to track orders, save your address, and view your order history.

Q28: I forgot my password. How can I reset it?
A: On the login page, click the “Lost your password?” link. Enter the email address associated with your account, and you will receive an email with a link to create a new password.

Q29: The website is not loading correctly. What should I do?
A: Try these steps:

  1. Refresh the page.

  2. Clear your browser’s cache and cookies.

  3. Try a different web browser (e.g., Chrome, Firefox, Safari).

  4. Ensure your browser is updated to the latest version.
    If the problem continues, please email us at lamgiang.deckify@gmail.com and describe the issue, including the device and browser you are using.

Q30: How do I unsubscribe from your marketing emails?
A: You can unsubscribe at any time by clicking the “Unsubscribe” link at the bottom of any marketing email we send. You can also manage your communication preferences in your account settings.

VI. Contact & Company Information

How and when to get in touch with us directly.

Q31: What is the best way to contact customer service?
A: For the fastest response, please email us at lamgiang.deckify@gmail.com. For urgent matters, you can call us at +84909250525 during our business hours (Monday-Friday, 8:00 AM – 8:00 PM EST). You can also use the contact form on our website.

Q32: What are your customer service hours?
A: Our customer service team is available:

  • Monday – Friday: 8:00 AM – 8:00 PM (Eastern Standard Time)

  • Saturday: 9:00 AM – 5:00 PM (Eastern Standard Time)

  • Sunday: Closed
    Emails and voicemails received outside of these hours will be addressed on the next business day.

Q33: Where is DECKIFY located?
A: Our corporate headquarters is located at:
DECKIFY LLC
30 N Gould St Ste R
Sheridan, WY 82801
USA
Please note, this is not a retail showroom.

We’re Here to Help!

This FAQ is designed to answer the most common questions, but we know that every situation is unique. If your question hasn’t been answered here, please do not hesitate to reach out to our friendly and knowledgeable customer service team. We are passionate about our products and dedicated to ensuring you have an exceptional experience with DECKIFY.

Thank you for your interest in DECKIFY.

Sincerely,
The DECKIFY Team