Shipping & Returns

Our goal is to keep the ordering process as simple as possible. Shipping times vary from 1-3 business days and delivery time varies between 3-10 business days if your product is in stock.

Please read through this instructional guide so you can understand how the process works and what you should expect to happen once you place your order with us.

Customer Service:

  • If you have any questions about your order or an item, please call us at 1-800-381-7977 during our regular business hours.

Order Confirmation:

  • You will receive an order confirmation email as soon as you place your order. It means that we have authorized your credit card for the purchase and are preparing your order for shipment.
  • As soon as we receive your order, we automatically reach out to our warehouse to confirm that it is in stock and available for immediate shipment.
  • If your item is on backorder or unavailable, we will reach out to you via email.
  • If your item(s) are available for immediate shipment, we will process the charges and submit the order for shipment.

Order Processing:

  • Orders are processed in order they are received. Normal processing can take between 24 and 48 hours. Upon verification and approval of payment, your merchandise will be shipped out as soon as possible. Shipping times represent the time it normally takes your package to arrive from the day we actually send it out, not from the day you submit your order. Additionally, processing & shipping times do not include non-business days (i.e., Saturdays, Sundays, & holidays). While we maintain a huge stock of all our products, it is wise to call us for availability if your order is especially urgent. If for some unforeseen reason, an item is no longer available or will be backordered for an extended period of time, you will be notified. Your receipt of electronic or other forms of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell. Chandelier Palace reserves the right at any time after receipt of your order to accept or decline your order for any reason. We may require additional verifications before accepting any order.

 

Order Shipment:

  • If your order is stock and your credit card is approved by our fraud guarantee department, most items will ship within 1-3 business days from the date of your order.

  • We will send you the tracking information within 24 hours after an item shipped to the email address you provided when checking out.

  • We ship daily via UPS Ground, Fed Ex Ground, and Freight to the lower 48 states.

  • Shipping costs are included with any item going ground to the lower 48 states. AK & HI ship by AIR at additional cost.

  • A phone number is required by the freight company so a delivery appointment can be made.

  • Failure to provide this at the time of order may cause a delay in delivery as freight items will not be delivered without an appointment. 

  • We ship via UPS and FedEx for most products, USPS for small parts and accessories. Large items are shipped via Motor Freight Standard curbside delivery. Most delivery times take around 3 to seven business days for delivery. If you require faster shipping, please call our Customer Service Dept. at 1-800-381-7977 for expedited shipping rates.

  • Carefully inspect all merchandise before signing the release with the freight carrier.

 

If you don't receive tracking information from us within six business days of your order confirmation, feel free to follow up with us at support@chandelierpalace.com or call us at 1-800-381-7977

    If you have any further questions about the ordering and shipping process, feel free to contact us by email at support@chandelierpalace.com

    Cancellations & Refunds

    30 Day Return Policy:

    • We accept returns for items within the first 30 days of receiving your merchandise. You may return it for a prompt merchandise exchange, credit, or refund within 30 days of receiving your order as long as all merchandise is returned in new condition (unused and in original factory condition), with all original boxes (including all packaging materials), documentation, instructions, and accessories. All returns are subject to our inspection and approval. Personalized and custom items are non-refundable, and you (the buyer) will be responsible for any return freight costs for BOTH directions (from the warehouse to you, and back to the warehouse) and 15% restocking fee. The purchase price minus these fees and costs will then be refunded to you when the warehouse processes your item. Refunds will only be issued to the original credit card that you use when placing your order. Any shipping fees (including, but not limited to, standard shipping fees, expedited shipping fees, international shipping fees, shipping to HI or AK) are non-refundable. Please note, that as we offer free shipping on all orders above $75, if your return the merchandise, shipping fee will be applied to your original order when your credit is issued.

    If you want to cancel your order with us, please do so quickly, most of our products are shipped within 1 to 3 business days. You must receive a confirmation of your cancellation either over the phone and/or by email for it to be "officially canceled". Please call our Customer Service Dept. at 1-800-381-7977 and speak with our representatives to advise you if your order can be cancelled for a full refund. Once an item has shipped, the terms of our Returns policy will take effect. We reserve the right to charge a restocking fee of up to 15% on orders once they have shipped.

    You can cancel your order as long as your order has not yet entered the shipping process. To prevent an order from shipping, it is vital that you call us at 800-381-7977 or email us support@chandelierpalace.com as soon as possible.

    Custom orders cannot be cancelled.

    Once an order has entered the shipping process, we may not be able to accept a cancellation and/or your order may be considered a return.

    It may take up to 3 - 5 business days from the time you contact us requesting to return an item, until you receive your return authorization number. Once you receive authorization to return, you may return the product at your expense within 30 days of receipt. Returns received beyond 30 days of authorization will be refused and no credit will be issued. If an item is received back damaged, or showing to have been previously installed, credit will not be issued.
    • If you order has shipped, you (the buyer) will be responsible for any return freight costs for BOTH directions (from the warehouse to you, and back to the warehouse) and 15% restocking fee. The purchase price minus these fees and costs will then be refunded to you when the warehouse processes your item. Refunds will only be issued to the original credit card that you use when placing your order.
    • If your item is on backorder and you accept the backorder, we will hold your payment until the product ships. If you decide to cancel before a backorder arrives and is processed for shipping, we will not charge a fee.
    • All returned merchandise requests must be initiated within 30 days upon receipt of the item. All products must be in their original manufacturer packaging, in new condition, and must have all original labels/tags attached to it. Items that have been installed, used, worn, or modified in any way cannot be returned. If you receive an item that arrived damaged, please contact us within 7 days to arrange for a replacement. Return or damage requests beyond 30 days of receipt will not be honored. Refunds will only be issued to the original credit card that you use when placing your order.

    Return Shipping

    In most cases you are responsible for all return shipping fees. If you received a damaged or defective item, or if the received item is different than as represented on our website, we will cover return shipping. Please note: coloring may differ due to variances in computer screens and will not fall under this policy.

    Returns must be shipped via FedEx or UPS. Returns shipped by any other carrier (including U.S. Postal Service) may not be accepted.

    Any damage incurred while shipping a returned item is your responsibility. Please check with your carrier regarding any shipping insurance they may offer.

    It is your responsibility to provide us with the tracking number of your return shipment. Failure to do so may delay or prevent any credit from being issued.

    Non-Returnable & Custom Made Product

    We sell products from some manufacturers that are custom made or built-to-order. These items are non-returnable and cannot be cancelled once the order has been placed.

      It is the customer's responsibility to return the merchandise in new resalable condition. Refunds are only issued after returned items have been received and inspected.

      Backorders:

      • From time to time, a product may run out of stock at our warehouse, and the website wasn't updated when you placed your order. In that case, we will send you an email after you place your order notifying you of the backorder, what the expected time for arrival is, and what substitutes are available in case you are interested in getting your item sooner.
      • The expected arrival time may change due to unforeseen circumstances like a shipment getting held up at the port upon arrival or the factory missing a certain part needed to complete the manufacturing process.
      • If the arrival time changes on your order, you can let us know whether you would like to keep the order, substitute for a different product, or cancel the order altogether free of charge.
      • Once back orders arrive, we will notify you by email with your estimated ship date, and you will receive an email with tracking information within 1-3 business days.

      If you have any further questions about the ordering and shipping process, feel free to contact us by email at support@chandelierpalace.com

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