Contact Us

GENERAL CONTACT INFORMATION
Rocky Mountain Decor
22 Greeley Street, Building 6
Merrimack, NH  03054
(866)-207-0896

Fax: 1-866-489-8896

CUSTOMER SUPPORT
Mon. - Fri., 9AM - 7PM ET       Sat. - Sun., Noon - 4PM ET

Phone: (866) 207-0896
[email protected]

PRODUCT INQUIRIES
Mon. - Fri., 9AM - 5PM ET

Phone: (866)-207-0896

 [email protected]

100% Satisfaction Guarantee

Long-term business stability and success goes hand-in-hand with satisfied customers - period.
Customers who are completely satisfied with their orders become repeat customers, and let their friends know where they can get the same.

We cannot ask you to place additional orders unless you are 100% satisfied with your last order. To make certain our products and service meet all your expectations, Rocky Mountain Decor backs every purchase with our 100% Satisfaction Guarantee.

As a Rocky Mountain Decor customer, you can buy with confidence, knowing that if you are not completely satisfied with your order when it arrives, that you can return it for a prompt, no hassles, exchange or refund. It is our way of saying 'thank you' for your support.

The measure of a successful business is proportional to the way they treat their customers. So provided with every purchase, Rocky Mountain Decor makes this promise to you... the best quality, the best value, and the best service - Guaranteed.

Order and Payment Options

Rocky Mountain Decor understands that there may be reasons why you are unable to or uncomfortable with placing orders on the internet so we offer you the additional options of placing and processing your order by telephone or normal mail.

Rocky Mountain Decor accepts Visa, MasterCard, American Express and Discover cards as well as official Bank Checks (Cashier Checks / Money Orders) and personal checks for payment on telephone and mail orders. Please note that RMD does not accept C.O.D. or Payment Terms. If you are paying by personal check, please note that proceesing will add an extra 3-5 days to your order time. Please follow the Options instructions listed below.

ONLINE ORDERS
Online orders can be placed using our secure online shopping system protected by Authorize.net.

Process your order through our site and choose the pay by check or money order option. Complete all of the required information and MAIL your payment  to:

Rocky Mountain Decor
Attn:  Order Processing
22 Greeley Street Building 6
Merrimack, NH 03054

Mail orders may be paid by check, cashiers check or money order.

Please make checks and money orders payable to Rocky Mountain Decor.

PHONE ORDERS
Toll Free : 1-866-207-0896

Shipping times vary by product. Some of our products are shipped directly from the manufacturer and may take up to 8 weeks* or longer if the order is custom made for you. Please see the Shipping/Availability section on the product information page or email us at [email protected] for questions related to availability and delivery times.

*Note, if your order takes longer than 4 weeks to ship, your credit card will be charged 10% of the total order.  This is due to credit card authorization restrictions.  Should you have any questions or concerns about this, please contact customer service. 

TRACKING YOUR ORDER
Upon shipment your tracking information will be emailed to you. You may track your shipment using the UPS or  FedEx website.

Upon notification of drop shipments from the manufacturer Rocky Mountain Decor will notify you with tracking information.

METHOD OF SHIPPING FURNITURE & LARGER/HEAVIER ITEMS
We use UPS or FedEx for those items which meet their size and weight limitations. Upon request and for an additional charge, we can expedite these shipments (see above).

Standard motor freight is used for larger or heavier items. Upon prior notification, your furniture will be delivered "curbside". You will need to be home to accept delivery and unload the merchandise.You will be responsible for moving the furniture into the house and setting it up. We recommend having more than one person present when your furniture arrives to ensure you will have the help you may need. Assembly instructions are provided.

You are responsible for all freight charges and restocking fees if you refuse the delivery of the furniture. Both the freight charges and the restocking fee will be subtracted from your refund when you refuse delivery or cancel your furniture order while the merchandise is in transit. We do not ship furniture to Canada, Hawaii or Alaska.

MOTOR FREIGHT DELIVERY NOTIFICATION
On all motor freight deliveries, you will be notified via telephone by the delivery service at least 24 hours prior to delivery. The Rocky Mountain Decor staff will include your pre-delivery contact phone number and delivery address on the bill of lading. When your order has been shipped and the freight dispatcher contacts you, please verify (and clarify if necessary) your delivery destination. They will arrange for an approximate time of delivery, usually within a (4) four hour period of time.

NOTE: If no one is at home when delivery is attempted, you will incur a minimum re-delivery charge of $75.00 per order. Please make sure someone is at the delivery destination to receive the order.

If your home is not accessible by delivery truck we may have to transport your merchandise to the nearest accessible point and it will be your responsibility to provide pick-up and transportation to your home.

In some cases, remote delivery charges may apply. We will notify you prior to shipping if this should apply or call us if you are concerned.

ORDER TRACKING
Shipping time averages 7 seven working days, but can take as long as 3 to 4 weeks. If delivery contact is not made approximately (10) ten working days from shipping notification, you may want to check on the transit location of your order. Please e-mail us at [email protected] or call us at 1-866-207-0896 with your invoice number and we will respond promptly with the most up-to-date information.

WHEN YOUR MERCHANDISE ARRIVES
Please be prepared to inspect your order when it arrives. Check the bill of lading and verify that the quantity of packages delivered agrees with what the BOL indicates left the factory. You may have to open the cartons, in the case of motor freight, to look for transit damage. Please do not sign the bill of lading until you are reasonably sure the merchandise has been delivered in good condition. Once you sign the bill of lading you become the legal owner of the product and we can not file a damage claim. This is standard for all Trucking Companies. If you should discover damage, it is your responsibility to notify us immediately, 1-866-207-0896 or e-mail [email protected] . You must sign the bill of lading with a note describing the damage you see. We will be happy to handle the claim on your behalf and ship out a new product to you as soon as possible.

FREIGHT DAMAGE
Although damage claims are rare, they can happen and your products are insured against freight damage. Should freight damage be determined, we will either arrange to have the merchandise repaired to factory new conditions or replaced at no cost to you and as expeditiously as possible.

Returns

Please call or E-Mail before returning any item so you can receive a Return Verification Number. The returns department requests that we allow 2-3 weeks turn around time for the issuance of credit or for the shipping of an exchange.

Every product in our store or catalog comes with Rocky Mountain Decor's 100% Satisfaction Guarantee. If you are not completely satisfied with your order when it arrives, you can return it to us hassle free at the address listed below. Rocky Mountain Decor will provide a prompt refund excluding the shipping fee, or replacement of any item.

Items may be returned for any reason within 30 days of purchase. Damaged items must be reported within 7 days of delivery to you. Packages received by Rocky Mountain Decor after the 30 day time period are subject to a $5.00 returned-item processing fee.

Items sent back for refund MUST be returned in the original box and packaging. Items must also be in the same condition as sold in.

Clearance items are non-returnable, non-refundable and are available in limited quantities.

PERSONALIZED ORDERS

We can not accept returns or issue refunds for personalized merchandise. Personaized orders will include products that  you've requested to add your name, or address.

CUSTOM MADE ORDERS
Made to order merchandise may be canceled within 10 days of date of purchase. Made to order items canceled after 10 days or returned will be charged a 25% restocking fee in addition to the cost of return shipping/freight. We will replace the merchandise if it is damaged at no cost to you.

Please indicate the reason for your return on the back of the invoice provided with your order. Also indicate clearly whether it is being returned for refund or exchange. If you are returning the item for alternative merchandise, please supply the complete product item code number(s) of the item(s) you wish to obtain as indicated in our on-line store or catalog, and include any additional remittance as necessary. Enclose a copy of the invoice in the package with the returned item.

If the package was damaged in shipment or was shipped direct from the manufacturer, please call Customer Relations at 1-866-207-0896 or contact us by e-mail at [email protected] before returning. Some products Rocky Mountain Decor sells are covered by a manufacturer's warranty that requires items to be sent directly to the manufacturer for replacement or repair. These manufacturers have different return policies and addresses that the items need to be returned to.

If Rocky Mountain Decor made a mistake on your order creating the necessity for return, your return surface shipping charges will be reimbursed.

Rocky Mountain Decor will refund or credit the value of the item purchased. Shipping charges are generally non-refundable unless the item was defective or damaged. However, if Rocky Mountain Decor made a mistake on your order creating the necessity for return, return surface shipping charges will be reimbursed. Refunds will be credited to the same credit card as the original purchase.

Please insure the package for the full value of the purchased item for your protection, as Rocky Mountain Decor cannot be held responsible for products within uninsured shipments. COD's are not accepted.

Please call or E-Mail before returning any item so you can receive a Return Verification Number. The returns department requests that we allow 2-3 weeks turn around time for the issuance of credit or for the shipping of an exchange.

All items sold are warranted against defects in workmanship and/or materials. These types of defects will generally appear within the first year to a year and a half of use. Obvious abuse is not covered, but if any product sold by Rocky Mountain Decor fails in normal use, it can be returned for evaluation at any time.

In certain cases, manufacturer warranties, received with the product, will override our own. Unless otherwise specified by the manufacturer, the item must be returned to Rocky Mountain Decor for inspection.

Additional exceptions may apply depending on the item.

If you need to return a gift, or have misplaced your packing list or invoice, and would like to obtain a replacement form - or if you have any other questions at all - please contact us toll-free at 1-866-207-0896 or via E-Mail.