ORDERS, SHIPPING & DELIVERY
How will I get my new Duda stool?
Delivery of your Duda stool will be made via courier or freighting services, depending on delivery location. Shipping fees for US mainland deliveries are calculated at $50 per stool. Shipping to HI, AK, Puerto Rico and other US territories, in addition to International delivery, are subject to additional fees pending availability. Contact firstname.lastname@example.org for more information.
When can I expect to receive my order?
Patience, young grasshopper. Depending on your delivery method, your Duda stool will arrive within two weeks. Delivery outside the mainland US may be slightly longer. International deliveries may take up to four weeks. All deliveries require a valid phone number.
I've placed an order but heard nothing.
Once your order has been transacted, you will receive a confirmation email with your invoice. Be sure to check your spam folder, in the event it was filtered as such. Please add email@example.com and firstname.lastname@example.org to your safe senders list to receive updates regarding your order, new product releases, and special promotions. If you are not receiving emails from us please don't hesitate to contact us.
I've received the wrong item.
If you have received the wrong item from your order please contact us at email@example.com and our Customer Service Team will resolve this for you.
I only received part of my order. Are there multiple shipments?
Depending on where your items are shipping from, it is possible your order may arrive in multiple shipments. Your shipment confirmation will indicate when an item ships with its tracking information.
It's now at the estimated lead time and I still haven't received my order, what should I do?
We work hard with our factories, warehouses and logistic companies to reduce lead times and avoid delays, which we let you know about if and when they arise. If you have not heard from us, please give our customer service team a call at 800.470.2275 x705 or email firstname.lastname@example.org. Please have your order number ready to expedite service.
Can I select my delivery date?
If your order was shipped via parcel courier (UPS, FedEx) you will not be contacted for a delivery date. You will be provided a tracking number to track your order online, and to ensure that you are home on the delivery date. All packages shipped via parcel courier require a signature.
If your order ships via freight, the local delivery agent will contact you to schedule the delivery. 24 hours before the actual delivery day, the delivery agent will call you and provide a four-hour delivery window. Typically, the driver will also call the day of delivery to alert you they are on their way.
CLAIMS & INCIDENT
What if my Duda stool arrives damaged?
Womp! Womp! Accidents should never happen! But they can. Quality is one of our top priorities; we stand behind the products we sell. In the rare case that a defect or damage is noticed, the following steps should be taken:
- Do NOT refuse delivery or return to sender.
- Save ALL materials and packaging.
- Document and photograph the condition of the exterior and interior packaging.
- Document and photograph the damage to the merchandise and its location.
- Within 24 hours of delivery, file your incident claim on www.dudastool.com.
- A customer service agent will contact you shortly after your claim has been received to review options.
How do I file an incident report?
To access the Incident Report form, go to the “Incident Report Form” link in the bottom footer of dudastool.com, and fill out the "Incident Report Form”. If you have any questions or have difficulties in submitting your photos, please contact us at email@example.com. Claims received past three (3) days from date of confirmed delivery via tracking code will not be eligible.
PAYMENTS, STORE CREDITS & EXCHANGES
How can I pay for my order?
We accept American Express, MasterCard, and Visa. We do not accept cash, checks or cash-on-delivery (C.O.D.). Please note that all orders are charged in United States Dollars (USD).
Do I have to pay sales tax or VAT?
For US deliveries, outside of MI and IL, we are not required to collect sales tax. Your state and/or local government may require you to declare your purchase and pay appropriate sales tax to them directly. Approved international deliveries are subject to VAT, duties and/or import and export fees.
May I place an order over the phone?
Yes, just give our sales team a call on 800.470.2275 x704 and we'd be happy to help. Our hours are 9:00 am to 5:00 pm, Monday to Friday CST.
Why has my payment failed?
Payment can be declined for a variety of reasons. The first, check that we accept your card type. Next, make sure your card details and billing address are correct.
If your payment still will not process, we recommend calling your financial institution regarding your online purchase attempt. Once you have spoken with your card provider you can either try to process your payment online again or contact customer support to process your order.
What is your payment policy?
Payment for your invoice will be charged immediately. Please note that for all orders, including back-ordered items and custom orders, the full payment will be charged upon placement of the order
If a coupon or discount has been missed from an order, we must be notified within 72 hours of the order being placed to add or adjust the balance.
Can I change or cancel my order after it has been placed?
We work super duper fast to get your order to you as soon as possible. It is usually not possible for us to make changes or cancel orders 24 hours following the placement of your order.
What if I’m not satisfied with my purchase?
Not happy? No problem. Orders placed through dudastool.com have 10 days from the receipt of your purchase to exchange or receive a merchandise credit, less shipping fees. Refunds are not permitted. International and made-to-order purchases are final sale. Please note that a 25% restocking fee is applied to all returned orders.
How do I process my exchange or merchandise credit?
Within 10 days of the receipt of your Duda stool, contact us at firstname.lastname@example.org to begin the process. A customer service rep will provide you with a Return Authorization and shipping label to return your goods. Customer is responsible for arranging pick-up for the return of goods, including repacking the item in its original packing material. Return Authorizations must be received in original condition within 20 days from the original delivery date. Items not received in original condition or packaging will not be accepted. Once the item(s) has been received into the warehouse and passed inspection by our receiving team, Customer Service will contact you with the details of your merchandise credit.
What if I’m not sure if the finish options are right?
Channel your inner Designer. We can provide up to 5 finish samples of any of our in-stock pieces prior to placing your order for a $5 shipping fee. Visit our samples page here.
I don’t see the color I’m looking for. Do you have other options?
Need additional options? We have them! Check out the full range of finish options for the Duda stool here Made-to-order Duda stools have a 14-16 week lead time, with shipping at an additional fee.
What kind of warranty is available?
Don’t worry, your Duda stool has a 2 year Limited Warranty that will cover manufacturer's defects. Full warranty terms are available upon request.
How do I care for my furniture?
Please visit our product care and maintenance page here.
TRADE & DESIGNERS
I’m an Interior Designer/Architect. Do you have a discount?
To register for a trade account, complete your application here.
How do I use/apply my Trade Discount?
To place an order with Trade Discount, please contact our Trade Service rep by emailing email@example.com or calling 800.470.2275 x 704. Our Trade Service rep will be able to assist you with creating quotes, placing orders and general inquiries.
Can I have my Duda stool made with my own fabric?
Let your creative juices flow. Customizing your Duda is possible by contacting firstname.lastname@example.org. An 8”x8” memo will need to be sent for review and approval. Customizing your Duda will have additional fees and longer lead times.