Frequently Asked Questions
Last updated: 2026/2/1
Shipping Questions
Q: Where do you ship? A: We ship to addresses within the United States only. We do not currently ship internationally or to P.O. boxes.
Q: How much does shipping cost? A: Orders of $130 or more receive free standard shipping. Orders under $130 have a flat shipping rate of $15.
Q: How long does shipping take? A: Orders are processed within 1 to 3 business days. After shipment, delivery typically takes 3 to 5 business days. Total delivery time is approximately 4 to 8 business days from order placement.
Q: When will my order ship? A: Orders placed before 6:00 PM CST are typically processed the same business day. Orders placed after 6:00 PM CST will be processed the next business day.
Q: Which carriers do you use? A: We ship via USPS, UPS, FedEx, or regional carriers depending on your location.
Q: Will I receive tracking information? A: Yes, you will receive a shipping confirmation email with tracking information once your order ships.
Returns and Refunds
Q: What is your return policy? A: Items may be returned within 30 days of delivery. Items must be unused, in original condition, and in original packaging.
Q: Who pays for return shipping? A: For standard returns (change of mind, wrong size, etc.), customers are responsible for return shipping costs. For defective, damaged, or incorrect items, we will cover return shipping or provide alternative resolution.
Q: How long does it take to receive a refund? A: Refunds are processed within 10 business days after we receive and approve your return. Depending on your financial institution, it may take additional time for the refund to appear in your account.
Q: Are original shipping fees refundable? A: Original shipping fees are non-refundable unless the return is due to our error (defective product, wrong item shipped, or damage in transit).
Q: What items cannot be returned? A: Items marked as "Final Sale" and customized or personalized products cannot be returned.
Payment Questions
Q: What payment methods do you accept? A: We accept Visa and Mastercard.
Q: Are taxes included in the price? A: Yes, all prices displayed include applicable taxes. You will not be charged additional taxes at checkout.
Q: When will my card be charged? A: Your payment method will be charged once your order is confirmed.
Order Cancellation
Q: Can I cancel my order? A: If your order has not yet shipped, you may request cancellation by contacting us immediately at info@defineroom.com or +1 234-805-0828. We cannot guarantee cancellation if the order has already entered the shipping process. Once an order has shipped, it cannot be canceled and must be returned following our standard return process.
Damaged or Defective Items
Q: What if my item arrives damaged? A: Please contact us within 48 hours of delivery at info@defineroom.com with your order number and photos of the damage. We will work with you to arrange a replacement or refund.
Q: What if I receive the wrong item? A: Please contact us within 48 hours of delivery at info@defineroom.com with your order number and details. We will resolve the issue promptly.
Contact and Customer Service
Q: How can I contact customer service? A: You can reach us by email at info@defineroom.com or by phone at +1 234-805-0828 during business hours: Monday to Friday, 9:00 AM to 6:00 PM (Central Standard Time, CST).
Q: How quickly will I receive a response? A: We strive to respond to all email inquiries within one business day.
Contact Information: Defineroom 420 Baker St, Elkins, WV 26241, United States Phone: +1 234-805-0828 Email: info@defineroom.com Customer Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Central Standard Time, CST)