Shipping & Returns Policies
COVID-19 UPDATE: We are open and processing orders. However, please expect processing times increase between 15 and 60 days depending on the type of order. Orders placed starting on March 1st, 2020 cannot be cancelled after they have started processing, and will not received refunds due to delays in processing or transit. International orders are taking extremely long times for delivery. US Mail is also taking longer than usual. Please be safe and contact us if you have any further questions.
American Decals Wall products adhere to almost every surface, however, while we have tested our wall decals on many surfaces and using different wall paint types, there are a limitless number of paints, surfaces, and wall coverings currently on the market and new coverings continue to emerge. Therefore, we cannot guarantee that our wall decals will adhere to every single surface equally well. Also, note that because our wall decal material is so thin, the grooves of a textured wall will show through. It is similar to the texture you would see if you were applying a coat of paint.
LIST OF PAINTS YOU SHOULDN'T USE IF YOU PLAN TO USE DECALS:
Dutch Boy® Dura Clean® Ceiling Interior Latex Paint + Primer with Stay-Clean Formula
BEHR PREMIUM PLUS ULTRA® Interior Paints with Stain-Clocking Paint and Primer
SHERWIN WILLIAMS Stain-Blocking Paint.
KILZ PREMIUM High Hide Stainblocker.
IMPORTANT: During shipping the vinyl is exposed to extreme cold temperatures that might damage the adhesive. I recommend to all customers to keep the package away from the weather elements (sun, snow, rain, wind, cold, heat) and to allow time for the decal to be expose to room temperatures for at least 4 hours before attempting installation. We also suggest to install the decals within 30 days of delivery in order to obtain a full guarantee for the products.
Order Processing Time
All our products are made-to-order and custom made to the measurements and colors selected during purchase. During COVID19 estimated processing times are 20 to 60 days. While the majority of orders ship in time or earlier than expected, due to the nature of our products, we cannot guarantee the estimated processing times will be met at all times. At this time, all manufacturers are struggling to put out materials and vendors are out of stock. Depending on the season and materials stock levels, your order could take up to 5 to 8 weeks to process. We encourage you to add a note during checkout if you have a deadline, or contact us afterwards to add a note to the order. We will try to work out the processing times to the best of our ability. If there is a problem with the order or we need additional information from you, we will send you a message/email.
Your order processing looks like this:
AWAITING FULFILLMENT: It means it is on cue to be processed but hasn't already started.
STEP 1 OUT OF 2 COMPLETED: It means the order started processing but it is not yet ready to ship.
AWAITING SHIPMENT: It means it has started being processed but it is not ready for shipping just yet.
SHIPPED: Parcel Label has been created and the order most likely will be in the mail within hours.
Our processing times are estimates and we cannot guarantee they will be kept every single time. ALL our products are handmade and made-to-order and eventualities might arise that might prevent us from processing your order within these estimated processing times.
Shipping & Processing Time
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
The majority of orders are shipped on Priority Mail tubes for Domestic shipping and white tubes for First Class International to every corner of the world. Those customers who require express shipping will always purchase the express shipping on a different listing. Our estimated handling time is 7-10 business days on most items. Larger orders (trees) might take 2 to 4 weeks or more depending on the size of the order and the product.
All my items are made to order, which means I do not keep anything in stock, I cut it and print it just for you. Sometimes I might run a few days behind. In that case, please contact me if I haven't contacted you already.
We are NOT RESPONSIBLE for packages that are lost or stolen. If the tracking number for the parcel shows that the parcel has been delivered, we are not responsible if the parcel is stolen from your front door/porch.
INTERNATIONAL ORDERS: I gladly ship to most countries (I do not ship to South Africa, the packages are never delivered), however, I will not be held responsible for orders not delivered due to problems with customs or the post office in the country destination. At this time I only ship International orders using Priority Mail International (6-10 days to most locations). I am glad to accommodate international requests but be advised there will be no refund for packages not delivered or customs fees impose to the delivery of your order.
You will be able to cancel your order within one hour of placing it. There will be no cancellations while the order is awaiting fulfillment, awaiting shipment or shipped.
American Decals Refund Policy
We accept returns of unused products within 3 days from receiving the product. A re-stocking fee will apply (30%)
My products adhere to almost every surface, however, I cannot guarantee that the product will work with all kinds of wall paint and texture available in the market. The most common issue is the wall paint contains additive such as Teflon or silicon which prevent the decal to adhere to the surface. Also, “wet walls” are a common issue (paint needs to “cure” for at least 4 weeks before attempting installation of decals)
American Decals Return and Exchange Policy
We care. That is why we might offer cancellations and returns. That being said, please understand that we work diligently to make sure the product we make is of the highest quality. All of our products are Made to Order which means nothing is in stock, and we made your order just for you! Every order returned will be subjected to a 30% restocking fee when eligible for returns. If you would like to return or exchange any part of your order, please see our Return policy here:
1) Returns and Exchanges must be authorized within 3 days of delivery date (based on tracking number)
2) Returns and Exchanges are only valid within the United States.
3) Items must be in New Condition in the original packaging.
4) All Custom Orders, Personalized Orders, Custom Color Orders (colors have been altered on the original design upon your request), and Custom Size orders are not eligible for Return or Exchange.
5) Wall Decals and Stickers that do not stick to the wall due to an incompatible paint or heavy texture are not eligible for Return or Exchange. Please read FAQ’s to learn the steps you need to take if you want to be eligible to receive a refund/exchange when the wall paint or heavy texture are an issue.
6) Sample Wall Decals and Sample Color Charts are not eligible for Return or Exchange.
7) All Returns and Exchanges must be authorized by an American Decals team member and have a Returned Merchandise Authorization number (RMA#)
8) Returns with an RMA# will be issued a full refund minus the original shipping and handling costs within 10 business days of the receipt of the return. An RMA# is valid for (10) business days from the date of authorization. The product must be sent back and received by American Decals within that time frame.
9) Refunds are issued to the original form of payment. If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
10) Return shipping must be paid for by the customer. You may use any shipping method to send the product back to us, however we highly recommend using a traceable and insured shipping method. We are unable to accept authorized returns if they show shipping damage upon arrival, however if you insure the package, the shipping company can take care of it.
11) If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
12) We will not be held responsible for packages/parcels lost or stolen. If the parcel shows delivered according to tracking information, we will not issue refunds or exchanges. Please make sure to keep track of your parcel once it has shipped, you can also keep track of the progress of the order while it is being processed. Every customer will be sent a tracking number once the order is shipped. Every customer has the ability (and it is highly encouraged) to login into our website under login/password selected when making the purchase. Even if you checkout out as a guest, you can login and check the status of your order.
13) If some part of the decal order has arrive damaged, only the parts that are damaged will be replaced, not the entire order. I will require you to take pictures of the damage to file a claim with the carrier.
Page Last Updated: 04/01/2020