FAQ
Frequently asked questions
Shipping Insurance
What is not covered?
What is not covered?
Shipping insurance will not cover:
1. Orders that have an incorrect shipping address.
2. Damaged claim made after 48 hours of receiving the package.
What is shipping insurance?
What is shipping insurance?
Shipping insurance is an extra charge that will cover lost, stolen, or damaged merchandise received.
Can I remove shipping insurance from my order?
Can I remove shipping insurance from my order?
Absolutely! Shipping insurance can be removed/added during the checkout.
Can I add shipping insurance after placing an order?
Can I add shipping insurance after placing an order?
Yes, you can! You will need to give us a call at 817-394-4814 Monday-Friday from 10am-7pm.
When and where can I file a claim?
When and where can I file a claim?
You will need to contact us within 48 hours of receiving the order. Keep in mind that we will ask you for 3-4 pictures of the damaged boxes or items.
When will I get my replacement order?
When will I get my replacement order?
Replacements or refunds will be issued once your claim has been approved by our insurance department.
Frequently asked questions
Orders & Shipping
How do I change or cancel my order?
How do I change or cancel my order?
Please note that orders cannot be modified once placed, and cancellations are not possible once the order is processed (indicated by the creation of a shipping label, meaning it is being prepared for shipment). We appreciate your understanding and encourage you to review your order carefully before completing the purchase. If you have any questions or need further assistance, please don't hesitate to contact our customer support team at 817-394-4814 or via email at info@crownvanity.com
What is freight?
What is freight?
Good question! Freight is a type of shipment used for larger weight class orders. Freight orders are shipped on a pallet and can only be delivered curb-side in front of the residence.
We will ship your order via curbside delivery which means the driver will not take the shipment to the door or inside the location.
Before the order is shipped, we will contact you to verify your shipping address and phone number so the carrier can make an appointment for delivery.
How do I report damaged product?
How do I report damaged product?
If you have received a damaged product, we apologize for any inconvenience caused. Please follow these steps to report the issue:
Initiate the Report within 48 Hours:
- Damaged items must be reported within 48 hours of receiving the product to ensure a prompt resolution.
Take Clear Photos:
- Before contacting us, please take clear photos of the damaged product, including any visible damage to the packaging.
Contact Customer Support:
- Reach out to our customer support team via [email/phone number/contact form] with the following details:
- Your order number
- Description of the damage
- Attach the photos of the damaged product
Wait for Confirmation:
- Our customer support team will review your report and respond with further instructions or a resolution within 5 business days.
How are my products packaged?
How are my products packaged?
All our packages are delivered in their original branded boxes. Smaller items may be packaged in Crown Vanity branded boxes and envelopes. Please note that discreet packaging options are not available. If you have specific concerns or questions regarding packaging, feel free to reach out to our customer support team for assistance.
Frequently asked questions
Returns & Exchanges
What is your return policy?
What is your return policy?
Please refer to our Shipping and Returns page!
Can I return my product in store?
Can I return my product in store?
Absolutely! You may return your product at any of our locations.
Keep in mind that all returns need to be in it's original packaging.
When returning an item please have your order number, ID, and credit card used for purchase ready!
Can I do an exchange if I ordered the wrong items?
Can I do an exchange if I ordered the wrong items?
Absolutely! Keep in mind that you need to contact us right after making your order. Please contact us first at info@crownvanity.com or call us 817-394-4814 Monday–Friday from 10am–5pm.
Frequently asked questions
In-Store Local Pick Up
What is the cut off time?
What is the cut off time?
The cut off time depends on the location you are picking up from. Please arrive 1 hour before the store's closing to allow our team time to have your order ready to be picked up.
What do I need to pick my order?
What do I need to pick my order?
Please bring the invoice paper that was provided to you when you made your purchase.
How long do you hold pickup orders?
How long do you hold pickup orders?
We keep your order package and ready for pick up until you pick it up. Please make sure you arrive within store hours and bring your proof of purchase with you.
Do we offer gift wrapping?
Do we offer gift wrapping?
Unfortunately, we do not provide gift wrapping at the moment.