Answers to some questions

Design service

  • Decor City provides free design service on both kitchen and vanity orders.
  • Design changes in the initial free design process are limited to 3 variations per project.
  • Once you are satisfied with the initial free design and decide to move forward with the order, we require a deposit on the order to secure the inventory and release the detailed design drawings and floor plan to you.
  • Once your order is placed the deposit will credited towards the order, you will only need to pay for the remaining balance on the order prior to shipping.
  • Order deposits are non refundable if the order is cancelled for any reason once the detailed drawings and floor plans are released. Our designer have worked hard on the project and released all detailed drawing and floor plans, the deposit will then become the compensation towards our designer’s effort as well as our company’s floor plan. We will issue a separate invoice for design service and floor plan purchase after the order is cancelled.


  • For all solid wood products, natural variations in wood such as aging, wood knots, inherent growth characteristics, wood grain, colour variations and etc. are part of the beauty of a natural wood product and are not a defect.
  • All products are subject to availability, and pricing is subject to change.
  • Product colours may change under different lighting, especially in stained wood products. Paint and stain may appear differently from marketing materials such as electronic images and paper print materials.
  • Product produced in different batches might contain slight colour variations, this is due to paint made in different batches. We will always try our best to keep orders in the same batch or batches that are the same in colour, however, occational minor variations may occur and should be accepted.


  • Payment must be made in full before the shipping of your products.


  • Standard shipping will be provided through Apex motors express, if you have your own designated shipper, we are happy to work with your requirements, please speak with your service rep about the request.
  • Please ensure that the shipping location is tractor trailer accessable. For residential address deliveries, the freight company will contact you 24 hrs prior to delivery to schedule a time. Liftgate service must be requested in advance. For residential deliveries the driver will only be able to place the skid on the ground or driveway, and are not responsible for moving the products into the garrage or indoors.
  • For commercial locations with a proper loading dock, the driver can bring the skid indoors through the loading dock.
  • A responsible party must inspect the product upon delivery. If any items are missing or with visible damage, please notify the driver to make note on the packing list or bill of lading, please keep a copy for our records. Take photos as proof and contact our customer service reps.
  • The cost of shipping only covers one delivery attempt, customers are responsible for anyadditional charges due to missed deliveries.


  • Decor City reservces the right to approve returns or exchanges based on the productcondition, order time and account history. Shipping fees and service fees are non-refundable.
  • Products must be in original unopened packaging.
  • Products that have been damaged, scratched, altered in any way are not eligible for return orexchange.
  • Products such as mouldings, trims, panels, fillers and assembled cabinets are not eligiblefor returns.
  • Decor City is not responsible for the return shipping costs.
  • All returns must be received within 30 days of purchase.
  • Qualifying return orders will incur a 25% restocking fee, please allow a minumum of 5 businessdays for us to process the credit or refund.


  • Only 1 replacement claim is allowed per order. We recommend customers to try their best to complete the installation first, then make a full list of items that require replacement and submit everything in 1 request.
  • Please include photos of each item that require replacement as well as the item SKU name, this will help us to determine the specific item you require.
  • Once your replacement request has been approved, we will do our best to ship the replacement part on a timely manner. It might take a minimum of 7 business days for the parts to arrive, actual arrival time may vary.
  • Products such as mouldings, trims, panels, fillers and assembled cabinets are not eligiblefor returns.
  • Decor City is not respnsible for any labour costs accured during the installation of any of our products, whether sold directly from Decor City or a third party dealer. This includes, but is not limited to items that might be flawed, missing, or damaged during transit.
  • Damaged materials including doors that have been cut, modified, assembled, installed, or drilled for hardware will not be replaced, as once the product is installed it is impossible to determine the nature of damage.

Contact your sales representative or email to service@decorcity.com


  • Order deposit is non refundable once the design drawings and floor plans are released.
  • See Design Service on order deposits.25% restocking fee on assembled orders.

Contact your sales representative or email to service@decorcity.com

Order change

  • Free if requested within 72 hours of order placement.
  • 10% modification fee/ restocking fee out side of the 72 hours period.
  • Order change on assembled product, 25% restocking fee will be charged.

Contact your sales representative or email to service@decorcity.com


  • We encourage our customers to inspect your items upon receipt.
  • We will always try our best to accommodate to our customer’s needs, please include images and brief description to all replacement requests, without this information it will be difficult for us to determine the parts required.
  • Only 1 claim is allowed per order, please review your entire order and keep all parts required in one claim.
  • If you see any notable damage upon receipt, please make an indication on the bill of lading and provide us photos and a copy of the bill of lading.
  • Damaged products that have been installed, modified, cut, assembled or drilled for hardware cannot be approved for free replacements, as we cannot determine the cause of the damage.
  • Decor City cannot be held responsible for any labour costs accrued during the installation of any of our products, whether purchased directly from us or a dealer. This includes products that may be damaged for flawed.

Contact your sales representative or email to service@decorcity.com