Contact us

We Are Here to Listen, Assist, and Build Lasting Relationships

At DECKIFY LLC, we firmly believe that the foundation of a great brand is not just the quality of its products, but the strength of its connections with customers. We view every interaction as an opportunity to learn, improve, and solidify the trust you place in us. The Contact Us page is not merely a functional necessity; it is the vibrant, dynamic portal through which our relationship with you is nurtured and sustained. Whether you have a question about a product, need guidance on configuring your living space, require assistance with an ongoing order, or simply wish to share your feedback, our dedicated team is poised and ready to provide you with a responsive, empathetic, and thoroughly professional service experience. We have built multiple, streamlined channels of communication to ensure that reaching out to DECKIFY is as effortless and comfortable as enjoying our furniture. Your concerns are our priorities, your questions are welcomed, and your satisfaction is the ultimate measure of our success. Consider this page your direct line to the heart of DECKIFY.

I. Our Commitment to Customer Communication: The DECKIFY Philosophy

Putting You at the Center of Every Conversation

Before we delve into the specific contact details and methods, it is essential to understand the philosophy that underpins all our customer interactions. We are not a faceless corporation; we are a collective of passionate individuals who care deeply about the homes we help create. Our commitment to communication is built on three core pillars:

  1. Clarity and Transparency: We believe in straightforward, honest communication. You will receive clear answers, accurate information, and realistic timelines. We will never use jargon to obscure an issue or make promises we cannot keep.

  2. Empathy and Respect: We understand that contacting customer service can sometimes be born out of frustration or confusion. Our team is trained to listen actively, understand your situation from your perspective, and treat you with the utmost respect and patience at all times.

  3. Efficiency and Resolution: We value your time. Our goal is to resolve your inquiry effectively on the first contact whenever possible. We empower our team with the knowledge and tools necessary to provide swift and definitive solutions, minimizing back-and-forth and ensuring your complete satisfaction.

This philosophy is woven into the fabric of every email we send, every phone call we answer, and every message we receive. When you contact DECKIFY, you are engaging with a partner dedicated to your peace of mind.

II. Comprehensive Contact Information: Reach Us Your Way

We offer a variety of contact channels to suit your preference and the nature of your inquiry. Below you will find our complete contact details, each with a detailed explanation of its purpose and what you can expect.

📍 Physical Address & Corporate Headquarters

DECKIFY LLC
30 N Gould St Ste R
Sheridan, WY 82801
United States

  • Purpose and Use: This is our official registered business address. It is used for legal correspondence, official business documentation, and service of process. While our team primarily operates through digital and telephonic means to ensure rapid response, this address solidifies our physical presence and commitment to legal and corporate transparency.

  • Please Note: This is not a retail showroom or a customer service walk-in center. We are a primarily e-commerce-based business, and we do not have public-facing stock or sales staff at this location. To ensure you receive the fastest and most efficient service, we strongly recommend using the phone, email, or live chat channels detailed below for all customer-related inquiries.

📞 Direct Customer Service Helpline

Phone: +84 90 925 0525

  • Hours of Operation:

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

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

    • Sunday: Closed

  • Best For:

    • Urgent inquiries regarding an existing order (e.g., delivery updates, immediate changes).

    • Complex questions that benefit from real-time, conversational problem-solving.

    • Pre-sales questions where you need detailed, immediate advice about product dimensions, fabrics, or configuration options.

  • What to Expect When You Call: Your call will be answered by a live member of our customer service team, not an automated attendant. We have designed our phone tree to be minimal. You will be greeted and connected directly to an agent who can assist you. If all agents are busy during peak times, you will be given the option to hold (with an estimated wait time) or receive a callback, ensuring your place in the queue without using your phone minutes. Our team is trained to handle a wide array of issues and possesses deep knowledge of our products and policies.

📧 Dedicated Customer Support Email

Email: lamgiang.deckify@gmail.com

  • Purpose and Use: This is the ideal channel for non-urgent but detailed inquiries. It allows you to thoroughly explain your situation, attach relevant files (such as photos or documents), and have a written record of the communication.

  • Best For:

    • Detailed product inquiries requiring lengthy descriptions.

    • Customer feedback, suggestions, or testimonials.

    • Issues that require attaching supporting documentation (e.g., photos of received damage, screenshots of error messages).

    • Formal complaints or escalation requests.

  • Response Time Commitment: We pride ourselves on our responsive email support. Our official commitment is to respond to all emails within 24 business hours. In most cases, you will receive a response much sooner. Our email team works in shifts to ensure coverage throughout our stated business hours.

🌐 Digital Hub & Online Contact Forms

Website: https://deckify.site

Our website is the central nervous system of our operation. It is the best place to start for almost any inquiry.

  • Integrated Contact Form: Navigate to the “Contact Us” section of our website, where you will find a user-friendly contact form. This form is intelligently designed to route your inquiry to the most appropriate department quickly.

    • Form Fields Typically Include:

      • Full Name

      • Email Address

      • Order Number (if applicable)

      • Subject (e.g., Pre-Sales Question, Order Support, Return Request)

      • Message Box (A detailed space to describe your inquiry)

    • Advantages of Using the Form: Using the form ensures we capture all necessary information from the start, which significantly speeds up the resolution process. It is the most efficient way to handle standardized requests like returns, warranty claims, and product information.

  • Live Chat Functionality (Coming Soon/If Available): We are continuously investing in technology to enhance your experience. We are in the advanced stages of implementing a live chat system directly on our website. This feature will allow you to engage in real-time text-based conversations with a support agent during business hours for quick questions and instant support without needing to make a phone call. Please check the website for the current status of this feature.

III. Strategic Departmental Guide: Connecting You to the Right Expert

To ensure your inquiry is handled by the most qualified person from the moment it is received, we have organized our internal teams into specialized departments. Please use the guide below to direct your communication effectively. This will result in a faster and more accurate resolution.

1. Pre-Sales & Product Information Inquiries

  • Scope of Inquiries: Questions about product specifications, dimensions, material composition, color variations, weight capacity, assembly requirements, and lead times. Requests for additional product images or advice on matching items.

  • Recommended Channel: Website Contact Form (select “Product Question” as the subject) or Email.

  • Why: This allows our product specialists time to consult specification sheets or liaise with our product team if needed to provide you with the most accurate and comprehensive information, which they can then deliver in a structured email response.

2. Order Support & Shipping Status

  • Scope of Inquiries: Questions about order confirmation, payment processing, tracking information, delivery scheduling, changes to delivery address, and issues with the delivery process.

  • Recommended Channel: Phone (for urgent delivery-day issues) or Email/Website Form (for general status updates).

  • Why: Our phone team has real-time access to our logistics partners’ systems and can often provide immediate updates on the status and location of your shipment.

3. Billing, Payment & Invoice Queries

  • Scope of Inquiries: Questions about payment methods, failed transactions, refund status, understanding charges on your invoice, and requesting copies of invoices or receipts.

  • Recommended Channel: Email.

  • Why: Billing inquiries often require the secure handling of transaction data and benefit from a written trail for clarity and reference. Our email system is secure, and this channel allows our billing specialists to provide you with detailed explanations and documents.

4. Returns, Refunds & Warranty Claims

  • Scope of Inquiries: Initiating a return, requesting a refund, exchanging a product, or filing a claim under our warranty policy.

  • Recommended Channel: Website Contact Form (select “Return/Refund” or “Warranty” as the subject). This is the most efficient method.

  • Why: The form automatically prompts you for all the required information (Order Number, Product SKU, Reason for Return, etc.), creating a structured ticket that enters our workflow without delay. This eliminates the back-and-forth often associated with starting a return via email.

5. Technical Support & Website Feedback

  • Scope of Inquiries: Reporting technical glitches on the website, difficulties with the checkout process, account login issues, or providing feedback on the user experience.

  • Recommended Channel: Email with the subject line “Website Feedback” or “Technical Issue”.

  • Why: This allows you to include screenshots or screen recordings of the problem, which are invaluable for our web development team to diagnose and fix the issue promptly.

6. General Feedback, Compliments & Complaints

  • Scope of Inquiries: Sharing your overall experience with DECKIFY, providing suggestions for improvement, or escalating a concern that has not been resolved to your satisfaction.

  • Recommended Channel: Email directed to lamgiang.deckify@gmail.com.

  • Why: General feedback is highly valued by our management team and is reviewed regularly to drive improvements. A dedicated email ensures your voice is heard at the appropriate level within the organization.

IV. Proactive Support: Our Comprehensive Self-Service Hub

We empower our customers with a wealth of resources designed to provide instant answers to common questions, available 24/7 on our website.

📚 The DECKIFY FAQ (Frequently Asked Questions) Section

Before contacting us, we highly encourage you to visit our detailed FAQ page. It is a constantly updated repository of answers to the most common questions we receive, organized into intuitive categories such as:

  • Ordering & Payment

  • Shipping & Delivery

  • Returns & Refunds

  • Product Care & Assembly

  • Warranty & Repairs

You will likely find a comprehensive, immediate answer here, saving you valuable time.

📃 Policy Center: Transparency at Your Fingertips

For detailed information, our full policy documents are always accessible from the website footer. These include:

  • Shipping Policy: Detailed information on shipping zones, costs, delivery timelines, and what to expect upon delivery.

  • Refund and Return Policy: A step-by-step guide to our return process, conditions, and timelines.

  • Privacy Policy: How we collect, use, and protect your personal data.

  • Terms and Conditions: The legal terms governing the use of our website and the purchase of our products.

Consulting these policies can provide immediate clarity on our procedures and your rights as a customer.

V. What to Expect When You Contact Us: Our Service Workflow

To manage your expectations, here is a behind-the-scenes look at what happens after you reach out to us:

  1. Acknowledgment: Upon receiving your inquiry via phone, email, or form, you will receive an immediate automated acknowledgment (for digital channels) confirming that we have received your request. This message will include a unique ticket/reference number for future correspondence.

  2. Triage and Routing: Your inquiry is categorized and routed to the specialized team or individual best equipped to handle it, based on the guidelines outlined above.

  3. Investigation and Resolution: The assigned agent will investigate your issue thoroughly. This may involve checking order management systems, contacting our logistics partners, or consulting with the warehouse or product teams.

  4. Communication: The agent will then contact you with an update, a solution, or a request for additional information if needed. Our aim is to provide a substantive first response, not just a “we are looking into it” message.

  5. Follow-up and Closure: Once the issue is resolved, we will confirm with you that you are satisfied with the outcome before closing the ticket. We may also follow up with a short satisfaction survey to gauge the quality of our service.

VI. Connecting Beyond Service: Building a Community with DECKIFY

While the primary purpose of this page is customer support, we also invite you to connect with us on a broader level. We are in the process of building our social media presence to share design inspiration, new product launches, and behind-the-scenes glimpses into our world. Follow us on [Link to Social Media Profiles when live] to become part of the growing DECKIFY community.

A Final Word

We sincerely thank you for your interest in DECKIFY. We understand that you have a choice when it comes to furnishing your home, and we are deeply grateful for the trust you place in us when you choose our products. We are committed to being accessible, responsive, and helpful. No question is too small, and no concern is insignificant. Your journey with DECKIFY is our shared story, and we are here to ensure every chapter is a positive one.

We look forward to hearing from you.

Warmly,
The Customer Experience Team
DECKIFY LLC