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Frequently Asked Questions

FAQs

 

What do I do if I forgot my password?  

We can help! If you can’t remember your password, you can reset a new password here.

 

I didn’t receive an order confirmation or shipping confirmation email. What should I do? 

We are sorry that you did not receive your order confirmation. It’s possible this could have arrived in your spam folder or the email address provided is maybe incorrect. Our Customer Care Team is happy to provide your order and tracking numbers.  

 

How can I check the status of my order?  

There are several ways to check the status of your order:

  • Check your email.You will receive an e-mail confirmation when your order ships.
  • Visit your account.Sign in to your account to view your complete order history and check your order status.
  • Contact us. If you still have questions about your order, contact our Customer Care Team at Help@SullivansHomeDecor.com.

 

How do I cancel/change my order or edit my address after my order has been placed? 

Please note we cannot cancel or edit orders once the order has begun to process.  

 

  

Why is my promo code not working?  

You must create a username and password in order to setup a Sullivans Home Décor account here. All coupon and promotional codes are only available when logged into your account. Coupon codes can be applied at checkout after you select your shipping option at the payment screen. 

 

How can I find out the status of my return?  

All returns may take up to 2-3 weeks to process and for a credit to appear on your original form of payment. We recommend shipping your package with a tracking number in order to track its delivery date.  

 

Is gift wrapping available? 

At this time, we currently don’t offer gift wrapping or gift messaging. 

    

Am I able to ship to multiple addresses? 

Unfortunately, at this time, we can only ship to one address per order.  

  

Are products dishwater/ oven/ microwave/food safe? 

Unless specified on the product detail page, our products are for decorative use only. If applicable, all Food safe, dishwasher, oven, and microwave safe information will be on the product detail page. Please contact our Customer Care Team to inquire about specific product inquires.  

  

I would like to purchase product in bulk from Sullivans for resale. Does Sullivans have a discount program for retailers? 

Yes! You can review the Sullivans' Account Guidelines and submit an application, along with your business tax ID, on our wholesale website here. Once we receive your application, please allow at least seven (7) business days to review prior to approval. For general wholesale inquires please contact Customer Service directly at 1.800.456.4568.  

  

Am I able to return an item on sale?

All items flagged as Final Sale are not eligible for returns nor exchanges.  This will be noted by a red flag on the product page and in your shopping cart confirmation.  If an item is on sale, however not marked as Final Sale, it is eligible to be returned. 

 

My item arrived damaged! What do I do?

We know how frustrating this situation can be. Return shipping for damaged or defective items is free — just pick your preferred resolution:

  • A replacement item
  • A refund

Please contact the Customer Care Team at Help@sullivanshomedecor.com and we’ll provide return instructions for the damaged or defective item. Be sure to complete this process within 14 days of the delivery date.

Can I pay with a prepaid gift card? 

At this time, we do not accept prepaid gift cards or international credit cards as a form of payment. If you attempt to use this form of payment your order will not be processed. We accept the following forms of payment: Visa, Mastercard, American Express, and Discover.