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Biltmore Decor Frequently Asked Questions



Here is a list of common questions we receive from our customers. If you cannot find the answer you are looking for, please contact us online at customerservice@builderdepot.com

  • How can the customer track the delivery of their UPS/FedEx package?

    How can I contact BuilderDepot?

    Simply email us at customerservice@builderdepot.com, or refer to the HOW TO CONTACT US section for our address and telephone numbers.

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    What happens if I forget my password?

    For your convenience, we use the email address you entered when placing the order as your password. For any help send an email to: customerservice@builderdepot.com and we will reply to you within 24 business hours.

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    What is a cookie?

    A cookie is a small piece of information sent by a web server to store on a web browser, so it can later be read back from that browser. This is useful for having the browser remember specific information. For example, a cookie is used when a browser stores your user IDs. They are also used to store preferences of start pages. Both Microsoft and Netscape use cookies to create personal start pages. Cookies are also used to help websites remember types of products customers like to purchase.

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    What payment methods does BuilderDepot accept?

    BuilderDepot accepts All major credit cards and the Military Star Card.

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    When is sales tax charged and who is responsible for it?

    The sales tax laws for Internet sales are constantly changing. Because we are based in California we collect the sales tax on all shipments going to California. We also have to collect sales tax for any other state that has Internet sales tax.

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    What is the process behind Shipping and Delivery?

    Once you place your order we process and ship it within 24-48 business hours. We do not ship orders on weekends or holidays. We ship using FedEx, UPS, the USPS, and common carriers for larger shipments. Special order items take longer to ship so please read the product description carefully. At this time, we offer one shipping option which delivers your order within 1-5 business days, averaging 2-3 days, depending on the distance between your address and our warehouse. We email you the order confirmation immediately after you place your order (assuming you gave us a valid email address, and do not block our emails with your Spam filters). When your order is shipped you receive another email notification with the tracking number. You may use the shipper tracking number to check the status of your shipment with the carrier. APO/FPO customers can not track their shipments as we use the USPS.

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    What is BuilderDepot’s return policy?

    If you are not fully satisfied with your purchase, we agree to accept the product return within 30 days from the date of the shipping, provided that the product is in perfect salable and working order and is still in its original condition with all the original parts (including packaging). Software, CDs and DVDs, electronics and electrical equipment are not returnable if the box has been opened. Please note that some products may have a re-stocking charge, and you are responsible for the shipping charges, unless it is our fault. After 30 days, any product return or issues should follow the manufacturer's warranty, so please contact the manufacturer directly. Please read our return policy described in another section.

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    How can the customer track the delivery of their package?

    BuilderDepot sends a shipping confirmation e-mail with each order (if you think we did not send the email, please check your email junk folder). This e-mail contains an itemized list of the products purchased, date shipped, the "ship to" address, and the shipment tracking number. APO/FPO customers can not track their shipments as we use USPS. Please go to the carrier's web site to track your shipment.

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    Updated: April 24, 2010

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