Orders & Shipping Assistant - Before Your Order Arrives
Linda, Customer Service Supervisor
On this page you'll find shipping and order information for customers who have already placed their order, but whose order hasn't arrived yet.
In This Section
- How do I change or correct my shipping address?
- How do I add my order or ship two orders together?
- How do I cancel my order or delete an item from my order?
- Why did I receive a notice that you couldn't validate my address?
- My order was shipped signature required, what can we do if I won't be home to sign for it?
- Where is my order?
- Is there anything else I should know after I order?
How do I change or correct my shipping address?
To change or correct your shipping address please contact our Customer Service Department immediately, please call during business hours or email after business hours.
Requests to change or correct your shipping address will be handled on a best efforts basis.
If your order has not shipped yet and the new address is in the same state: There is no service charge and shipping will not be recalculated if using the same carrier.
If your order has not shipped yet and the new address is in a different state: Shipping charges will be recalculated and adjusted if necessary.
If your order has already left our warehouse - If your order has already left our warehouse you will be responsible for paying additional charges equal to the shipping carrier's package intercept fee.
If you are a UPS My Choice Member please track your package to see if it has already left our warehouse. If it is already in transit with UPS, please contact UPS directly for best service.
If you only see "Order Processed: Ready for UPS" on the tracking page, or if you're not sure how to read the tracking information, please contact our Customer Service Department for assistance.
How do I add to my order or ship two orders together?
You may place a second order online or by phone, but in either case, please call during business hours to ask for your orders to be shipped together.
If your first order has not already shipped it will be held until your second order is ready.
Requests to ship multiple orders together will be handled on a best efforts basis.
If we are able to ship both orders together, and if this results in a lower shipping and handling cost, we will issue a partial shipping refund which will appear on one of your orders.
We reserve the right to apply separate shipping fees to each order if they cannot be packed together, and/or handling fees if either order would have to be re-packed.
How do I cancel my order or delete an item from my order?
Please contact our Customer Service Department immediately, please call during business hours or email after business hours. We will respond to your cancellation request during business hours.
Cancellation & deletion requests will be handled on a best efforts basis.
Your refund for cancellation or partial refund for deletion will be authorized by the first business day your cancellation request is received, but may take several days to appear on your financial statement due to your bank's processing time. The refund will be issued to the same payment method used to place the order. You will receive an email notification when your cancellation or deletion request is processed..
If your order has already shipped, please see our Returns Center to initiate a return under the standard returns policy. Do not refuse delivery or return to sender; this would result in restocking fees being deducted from your refund, in addition to original shipping and return shipping.
Why did I receive a notice that you couldn't validate my address?
Address validation is a look-up service in which the shipping carrier's computer checks if your address is within their delivery area and is a valid delivery address. We attempt to validate all addresses before shipping to prevent undeliverable shipments whenever possible.
Whenever possible, we will attempt to correct minor issues like abbreviations for you. If we are unable to validate your address, we may hold your order until you can be reached. You can respond with an address correction or alternate address, or you can request that we ship without address validation.
Your order may be cancelled or shipped without address validation if you do not respond to our notification.
The following issues may cause address validation to fail:
Please check the shipping address on your order confirmation carefully, if you are positive that the address is correct, especially if you have successfully received deliveries from this carrier to this address in the past, please let us know; it is possible that the address validation failure is a carrier system error.
If you have successfully received packages from a different carrier to the same address in the past please let us know which carrier delivers to your address. It may be necessary to recalculate your shipping charges if shipping with a different carrier.
The shipping carrier will guarantee service to a validated address, and will insure the package for loss or damage while it is in their care. If you request that we ship without validation you may be responsible for additional or deductible expenses if the package is returned as undeliverable, lost, or damaged.
If you fail to respond to our notification that your shipping address has failed validation, we may cancel your order, or we may ship your order without address validation.
If your order is cancelled you will receive a full refund and you may place a new order with different shipping instructions.
If your order is shipped without address validation you may be responsible for additional or deductible expenses if the address is undeliverable.
My order was shipped signature required, what can we do if I won't be home to sign for it?
If no one is home to sign for the package, the carrier will leave a notice for you. You will have several options, which typically include:
You can either select a convenient option on the notice the delivery person leaves for you, or go online with your tracking number to select an option. You may have more options and locations available than those listed on the notice; most options are free, some may require additional payment. Customer Service can help you find a convenient pick-up location if you need assistance.
UPS My Choice is a service of UPS with free, premium and paid options, which includes re-directing a package to a different address, vacation holds, holding a package at a UPS location or partner location such as a participating grocery store or office supply store, among other services. Barnett Home Decor is not an affiliate of UPS, this information is being made available for our customers as a potentially useful service to consider and evaluate on their own.
Barnett does not specify to the shipping carrier that the package must be signed for by a person over age 21; if you are being informed that the signature must be from an adult, this may be a carrier error that we can assist with.
If you are being informed that a photo ID or other document must be presented at pick-up, that may be a policy of the carrier and may be specific to the pick-up option selected.
Please note, UPS and USPS drivers have the discretion to hold your delivery if they do not feel it is safe to leave your package. Whether your package is held for the Signature Required Delivery or at the discretion of the delivery driver, if you refuse to claim your package, you may be responsible for additional or deductible costs which may include return fees, re-shipment fees, and/or restocking fees.
Where is my order?
If you opted in at checkout, you will receive order status and delivery notifications via Facebook Messenger.
You will also receive the following emails about your order from @barnetthomedecor or @barnettproducts:
If you don't find these emails in your inbox, spam folder or junk mail folder, please contact Customer Service to verify your correct email address and resend your order notifications.
When a customer's order hasn't arrived within the time they were expecting, here are the typical answers, ranked from most frequent, to least frequent:
When estimating how long it will take for an in-stock item to arrive, don't forget to add the order processing time to the total shipping time estimate. For example, if you selected Priority Mail as your shipping method with an estimated time in shipment of 2 days, you would add 1-3 business days for order processing for a total arrival estimate of 3-5 days. If you do not receive your tracking number by email within 3 business days of ordering in-stock items, please contact Customer Service.
If your item is not in-stock, before ordering you would see a Special Order button instead of an Add to Cart button, or a backorder notice. After ordering you would see an email from Customer Service letting you know that we will be making your items from scratch, and how long we expect it to take. If you do not receive a tracking number within 1-3 weeks of ordering, please contact Customer Service.
If tracking your package shows that a shipping label was created, but the package has never been picked up and scanned by the shipping carrier, you may see a tracking status with a message similar to "Waiting For Package To Arrive At Carrier Facility". If your shipping label was created after the daily scheduled carrier pickup, you should see an update to this by the end of the next business day.
If you still see this status the next business day, please contact Customer Service. Your original shipping label was most likely voided and recreated on the day of shipment due to a smudge, misprint or printer jam, and the tracking number update email with the correct tracking number either did not go out to you, or went to your spam folder.
If your shipment was sent Signature Required, or if the delivery person did not feel it was safe to leave your package, your shipment may be held for pickup or redelivery. The delivery person will leave a notice at your door when this occurs, but sometimes the notice falls or blows away. You can use your tracking number on the carrier's website to make arrangements for re-delivery or pick-up at a more convenient time & location.
If you have received a delivery notice, or tracking shows that your package was left at your front door, but you did not find your package waiting at your front door, please check first if any of the following apply to you:
Although these may seem like common-sense solutions, checking these three item resolves about eight out of ten missing package inquiries. If you have ruled out the above three most frequent reasons, please contact Customer Service. We will contact the carrier to initiate an investigation for you. Please also see the next section, Delivery Notice sent "in error".
Investigative journalists report that 10-20% of packages reported as "delivered" are actually still at the carrier shipping facility, and will be delivered 1-3 days later. USPS employees confidentially reported to the journalists that some managers scan packages as "delivered" or "delivery attempted" as soon as the packages reach the regional depot. Reportedly, the delivery notifications are falsified because the manager's salaries would be lower if they fail to meet estimated delivery times due to reasons such as understaffing or high seasonal volume. Similar situations have been reported by UPS employees and FedEx customers.
If you have received a delivery notice but were unable to find your package after checking around the property, with family and neighbors, please contact us. We will initiate an investigation and it is likely that your package will "turn up".
Although USPS estimates shipping speed for Priority Mail as 1-3 days (excluding Sundays), and UPS estimates shipping speed for UPS Ground at 3-5 days (excluding weekends), neither shipping method is guaranteed. Your order may take longer to arrive due to delays caused by high shipping volume, extreme weather, seasonal traffic, and other circumstances. If tracking your package shows slow but steady progress, please allow the carrier additional time to complete your delivery. If tracking your package shows that your package location has not been updated for several days please contact Customer Service.
If tracking your package shows that there has been a problem with your shipment please contact Customer Service. We will contact the carrier to see if they can resolve the problem or if a re-shipment will be needed.
Please contact Customer Service if tracking your package shows that it is being returned to sender. If this is the result of a carrier error we will take care of it for you as soon as possible, with a re-shipment if necessary.
If the package is being returned to sender because the shipping address you provided was incorrect, incomplete, or undeliverable, or because the package went unclaimed after being held for pick-up, Customer Service can assist you with re-shipment or refund arrangements, but additional or deductible expenses may apply.
Before You Order
- How long does it take to receive my order?
- How much will shipping cost?
- What is Route shipping insurance? Do I need to insure my shipment?
- Does someone need to be home to receive delivery?
- Which shipping method should I select?
- How will my order be packaged for shipment?
- Do you ship to Alaska, Hawaii, Canada or US Territories?
- Is there anything else I should know before I order?
After Your Order Arrives
- How do I write a review for my purchase or post photos?
- Can I return my order if I decide not to keep it?
- My order was exposed to rain when the delivery person left it at my door.
- My order arrived damaged or soiled.
- There's a problem with my order, how do I file a claim for a refund or replacement?
- Is there anything else I should do after my order arrives?