Just as important to us as the outstanding decor products that we sell is our commitment to you, our customers. We believe our product is simply an extension of our integrity and hard work. By transforming homes and businesses into something spectacular, we're helping people enjoy their lives a little more, and that means the world to us!
Our uDecor team is here to help with any questions you have, so just give us a call at 1-877-550-0600 and we'll help guide you in finding the perfect tile for your project. We're also happy to answer any questions you have regarding the information you'll find below.
by Credit Card - Online or over the phone:
by Check or Money Order - Mail
After you've loaded your cart and filled out the information requested in Step 1 of the checkout process, select Check as your payment option and proceed. Print the confirmation invoice and mail it with your Check. You will receive a confirmation email from us after your checkout experience. For assistance, please call 1-877-550-0600 or email sales@uDecor.com. sales@uDecor.com.
Send Checks and Money Orders to:
uDecor
2510 Stanley Gault Parkway
Louisville, KY 40223
by Other Online Services -
In accordance with state laws, uDecor.com collects sales or use tax in states where we have either an economic or physical presence. Sales or use tax, if applicable, will be calculated based on the shipping address of your order and displayed for your review during checkout.
If you have a resale permit, or other form of exempt status, and your order is qualified to be free of sales tax, please call us and we will assist you.
We offer free ground shipping on all orders within the US!
How fast does it ship?
We use standard ground as our primary shipping method. Our warehouse is centrally located in Kentucky, so we can reach the East Coast in 2 days and West Coast in 4 days. For expedited shipping, call us and we'll be happy to provide you with the available options and rates.
Freight Shipments
Some orders may be too large or heavy to ship with a ground carrier. In these cases, your order will ship via freight (large truck) with the following restrictions:
- Delivery is to the shipping address only and does not include inside delivery or setup.
- On most freight shipments under 150 pounds, the customer is technically responsible for removing the merchandise from the edge of the truck (many drivers offer to help, but are not required to).
- A lift-gate is included for shipments of 150 pounds or more; the trucking company will lower the merchandise down to the ground.
Shipping outside the US
Due to the increased costs and handling for shipments outside of the US and Canada, we will only conisder international shipments on orders with a minimum $1000.00 purchase. Procedures for requesting International Shipments:
- Minimum purchase total of $1,000.00 plus actual shipping costs plus a $50.00 special handling fee.
- All orders sent abroad must be paid in full by Wire Transfer prior to shipping. No credit card purchases with the exception of Canadian issued cards. (Our credit processing company will not provide services for non-USA or Canadian issued cards, so we are unable to accommodate by credit card)
- Items must be shipped to the person who places the order. Absoluetly no shipments to second parties or addresses.
- Request international shipments only by email sent to intl@udecor.com, and include all of the
following information:
- List all items you would like to purchase, including quantities, menu options, etc.
- Provide complete contact information and shipping address.
- Phone number and email address of purchaser.
At uDecor.com, we know that projects take a while, and sometimes plans change. That's why, in most cases, we give our customers a 90 day grace period to return products. The products must be unused/new and in their original boxes.
Items that have been modified or installed will not be replaced, so please review all the contents upon
delivery of your shipment for damage and verify that the items received are correct. Damaged items, or
items shipped in error, that are not modified will be replaced promptly.
Refund Amount
We don't charge any restocking fees, so with the exception of orders with quantity discounts (see below),
we refund the full product price for any returned items. Any sales tax collected at the time of the order
is also refunded. The return shipping cost is the customer's responsibility, but we are glad to help
arrange the shipping back (just call us).
Partial Returns of Items with Quantity Discounts
When a uDecor.com order qualifies for a quantity or bulk purchase discount, and a return is made which
would disqualify the order for the applied discount, any applicable price adjustment will be made to the
order and the balance, if any, will be deducted from the refund amount.
A refund involving an order that included a quantity discount can be examined in the following example:
Bill purchased 400 of a particular ceiling tile which cost $4.25 per tile (a $0.74/tile discount when purchasing 400 or more). His order also qualified for free shipping and he was not subject to sales tax. The order total was $1700.00.
After Bill finished his project, he decided that he did not need 30 of his tiles, and he wishes to return them. We must treat Bill's order as if he originally purchased 370 ceiling tiles, which means he would have not qualified for the $0.74 per tile quantity discount. If Bill had only purchased 370 tiles, the tiles would have cost $4.99 per tile and his order total would have been $1846.30.
In this particular case, Bill's new order total ($1,846.30) would actually be more than what he originally paid ($1,700.00). While we wouldn't charge Bill the difference when returning the tiles, we also wouldn't be able to provide any refund. It would be better for Bill to keep the tiles and save on the return shipping.
Non-returnable and/or Custom Products:
Custom Flex Molding
Flex molding orders are created based off of individual customer needs for their specific project.
Therefore, these products are custom-made. For this reason, custom flex molding products are deemed final
sale and are non-returnable.
Wood Custom Tiles
The return policy for our Wood custom ceiling tiles differs from most of our
products. These tiles are manufactured to your specific order. In the event of a return of these
custom-made tiles, a 50% restocking fee applies and the cost of return shipping.
Non-Returnable Tiles
Some of our tiles are quite bulky and their shipping costs are quite high. In order to keep prices low,
while still offering the free shipping promotion, we are unable to accept returns for these tiles. These
products will clearly be marked when you add them to your cart. All sales are final.
What if my order arrives with damage?
If an item arrives damaged or if you receive an incorrect product, contact our customer service staff
immediately, no later than 72 hours from the the delivery date, at 877-550-0600. Leave a message if after
hours. Photos of the damaged item(s) should be sent to orders@udecor.com . We're happy to replace the
item(s) as soon as possible.
When and how will a customer be refunded?
If qualified products are returned within 90 days of the purchase, the customer's credit card will be
refunded electronically. If products are returned toward the end of the 90 day period and the refund does
not take effect within 90 days of the purchase date, the refund will be issued by check and sent via USPS.
Returns may take up to 2 weeks to be processed once received at our warehouse.
Filing A Return
To return any product(s) please call us at 1-877-550-0600. You may also inquire information via email at
returns@uDecor.com.
Shipping Address
Items should be returned to the following address:
uDecor.com
c/o Returns
2510 Stanley Gault Parkway
Louisville, KY. 40223
Information we collect
The personal information collected by uDecor.com is for the purpose of fulfilling orders and serving
customers. Information collected in the cart includes your name, shipping address, billing address,
telephone numbers, e-mail address, and payment information such as your credit card number. Users may
opt-in to receiving newsletters. We collect an email address so that we may fulfill the newsletter order.
This website collects and stores (for a period of time) the IP addresses of our users for security
purposes. An IP address does not divulge who a visitor is. Users may Like our Facebook page and any user
information that is publicly accessible may be used in our marketing efforts. Users may enter to win
prizes; to do so means that a user will have to relinquish contact information which we will store for the
purpose of fairly fulfilling the prizes.
No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
Cookies
uDecor.com uses cookies to track visitor trends, serve ads (as explained below) and serve your visit
session. Cookies are used to provide visitors with relevant information such as recently viewed products.
Google
We track website visitors with Google Analytics. We us Adwords to advertise on Google's ad network and
also "Remarketing" to advertise to internet users who've visited this website. Remarketing cookies help
Google place relevant advertisements throughout your browsing experience on the web. Google, gives
internet users the ability to set ad preference and opt-out of the remarketing network. Set your
preferences here. Google also gives internet users the ability to set preferences for their other
products. Visit www.google.com and learn how you can tailor your own Google experience.
Live Chat
Our LiveChat program tracks visitor trends while they use uDecor.com. Tracking includes IP address.
Google Review
We give our customers the ability to publicly rate and review our service online. At the end of the
checkout process, a pop-up may appear that asks the customer if they'd be willing to rate their experience
with us. If the user agrees, they will be asked for their email address so that Google Review can send
them the survey. uDecor.com does not supply Google Review with any customer information.
Sharing
We employ third party companies to perform functions on our behalf. These functions include order
fulfillment, package delivery, postal and e-mail delivery, data analysis, and credit processing. The third
parties we contract for these purposes have limited access to your personal information and may not use it
for other purposes. At no time do we share financial information with fulfillment companies.
UPS Corporate Headquarters
55 Glenlake Parkway, NE
Atlanta , GA 30328
United States
www.ups.com
FedEx Corporation
942 South Shady Grove Road
Memphis, TN 38120
1-800-GO-FEDEX
www.fedex.com
US Postal Service Headquarters
475 L'Enfant Plaza, SW
Washington DC
1-800-ASK-USPS
www.usps.com
We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Web site.
Information we collect is never sold to third parties.
Opt-In/Opt-out
Users may opt-out of anything they've previously been opted-in. The various methods of opting-out will be
posted on any publication that a user receives.
POLYURETHANE PRODUCTS
Warranty Statement
uDecor, Inc. provides a LIMITED LIFETIME WARRANTY to the original purchaser of our polyurethane products.
This LIMITED LIFETIME WARRANTY provides that the polyurethane material will be free from manufacturer
defects in material and workmanship under normal and expected use. This warranty does not encompass all of
the products sold by uDecor, Inc. and is exclusive to our polyurethane products only. Other products may
carry their own manufacturer's warranty. Call us at 1-877-550-0600 for details.
uDecor, Inc. provides a LIMITED 5 YEAR WARRANTY to the original purchaser on the FINISH of our polyurethane products. This LIMITED WARRANTY provides that the FINISH on the polyurethane material will be free from finishing defects under normal and expected use for a period of five (5) years from the date of purchase. This warranty does not cover failure of a customer applied finishing system caused by material incompatibility.
- Polyurethane products are for decorative use only
- Primered products must be finished with an additional layer of finish paint. User is responsible to ensuring that the chosen finishing system is compatible with the primer/material.
- Should be installed with non-corrosive fasteners and urethane approved adhesives in accordance with the installation instructions
- Unprimed areas should not be exposed to UV light (sunlight)
- Polyurethane products should not be installed in areas that experience ambient or surface temperatures above 140 degrees
- Polyurethane products should be stored flat in normal ambient temperatures
If the material proves to be defective and has been installed and existed within the bounds of the above requirements, the customer should contact uDecor, Inc. in writing or by phone within 30 days of discovering the material defect. uDecor, Inc. may require digital images, a sample of the material or a combination of material and images to be sent to uDecor, Inc. for evaluation. Upon review of materials and installation methods, uDecor, Inc. will determine if replacement, repair or refund is appropriate. uDecor, Inc. is not liable for the cost of labor, transportation, or any other expenses incurred in conjunction with the purchase, use and installation of the material.
This limited warranty does not cover damage from the result of mishandling in transportation, acts of God, customer modifications, vandalism, misuse, abuse, improper maintenance, unreasonable care, or other causes that did not arise from manufacturer defects in workmanship and/or materials. No person or entity is authorized to change, modify, or amend the terms of this limited warranty in any manner.
This warranty gives you specific legal rights, and you may also have other rights which vary from state to state. This warranty applies to our polyurethane based materials only. Contact: uDecor, Inc. 8302 Espresso Drive, Suite 130 Bakersfield, CA. 93312 877-550-0600 www.uDecor.com
Warranty Statement
uDecor.com guarantees that your ceiling tiles will be free from manufacturing defects for a period of five
years from the date of purchase.
Warranty Limitations
This warranty does not cover problems caused by improper installation methods. It covers only
installations done in accordance with the installation and handling instructions contained within each box
of ProLite Ceiling Tiles. This warranty does not cover damage caused by improper maintenance or by use
contrary to our recommendations. This warranty does not cover normal wear and tear or shade changes due to
exposure to smoke, fumes, leaks, or abuse. This warranty does not cover labor charges. This warranty
applies only to material purchased by you, the owner, in unopened cartons for your own use and not for
resale. This warranty is not transferable and applies to the original purchaser only. Please Note: uDecor
cannot guarantee that the published surface burning characteristics, fire resistance ratings, acoustical
performance, dimensional stability / sag, or light reflectance will remain as stated if the tiles are
painted. Painting will void this warranty. Painting will void UL approval for installation under fire
suppression sprinkler systems.
Difference from Photos
This warranty does not cover differences between photographs and actual products purchased.
Implied Warranties
There are no implied warranties, representations or conditions, except those required by statute, and they
shall not extend beyond the term of the warranty applicable to your purchase.
Consequential or Incidental Damages
We exclude and will not pay any consequential or incidental damage, loss or expense.
Legal Rights
This warranty gives you specific legal rights, and you may have other rights which vary by jurisdiction.
Defects
If a manufacturing defect does occur within the terms and conditions of this warranty, you will be
supplied with new material to replace the defective parts, subject to inspection and approval by uDecor.
The replacement materials will be of the same or similar design and quality.
CEILING TILES
This Warranty Statement covers the following product lines:
- ProLite Series
- Designer Collection
- Legacy Series
- Ceiling Skins
- Heritage Series
- Grid Strips/Tape/Covers
- Soniguard Insulation
Warranty Statement
uDecor.com guarantees that your ceiling tiles will be free from manufacturing defects for a period of five
years from the date of purchase.
Warranty Limitations
This warranty does not cover problems caused by improper installation methods. It covers only
installations done in accordance with the installation and handling instructions available on this
website. This warranty does not cover damage caused by improper maintenance or by use contrary to our
recommendations. This warranty does not cover normal wear and tear or shade changes due to exposure to
smoke, fumes, leaks, or abuse. This warranty does not cover labor charges. This warranty applies only to
material purchased by you, the owner, in unopened cartons for your own use and not for resale. This
warranty is not transferable and applies to the original purchaser only. Please Note: uDecor cannot
guarantee that the published surface burning characteristics, fire resistance ratings, acoustical
performance, dimensional stability / sag, or light reflectance will remain as stated if the tiles are
painted. Painting will void this warranty & any certification(s). Painting will void UL approval for
installation under fire suppression sprinkler systems.
Difference from Photos
Differences between photographs and actual products purchased will occur due to the differences of monitor
display and variations from photography. This warranty does not apply for these differences.
Implied Warranties
There are no implied warranties, representations or conditions, except those required by statute, and they
shall not extend beyond the term of the warranty applicable to your purchase.
Consequential or Incidental Damages
We exclude and will not pay any consequential or incidental damage, loss or expense.
Legal Rights
This warranty gives you specific legal rights, and you may have other rights which vary by jurisdiction.
Defects
If a manufacturing defect does occur within the terms and conditions of this warranty, you will be
supplied with new material to replace the defective parts, subject to inspection and approval by uDecor.
The replacement materials will be of the same or similar design and quality.
PRO-SERIES CEILING TILES
Warranty Limitations
This warranty does not cover problems caused by improper installation methods. It covers only
installations done in accordance with the installation and handling instructions available on this
website. This warranty does not cover damage caused by improper maintenance or by use contrary to our
recommendations. This warranty does not cover normal wear and tear or environmental impacts such as
sunlight or finish color changes due to exposure to smoke, fumes, leaks, abuse, or acts of God. This
warranty does not cover labor charges. This warranty applies only to material purchased by you, the owner,
in unopened cartons for your own use and not for resale. This warranty is not transferable and applies to
the original purchaser only. Note: We cannot guarantee that the published surface burning characteristics,
fire resistance ratings, acoustical performance, dimensional stability/sag, or light reflectance will
remain as stated if the tiles are painted.
Difference from Photos
Differences between photographs and actual products purchased will occur due to the differences of monitor
display and variations from photography. This warranty does not apply for these differences.
Implied Warranties
There are no implied warranties, representations or conditions, except those required by statute, and they
shall not extend beyond the term of the warranty applicable to your purchase.
Consequential or Incidental Damages
We exclude and will not pay any consequential or incidental damage, loss or expense.
Legal Rights
This warranty gives you specific legal rights, and you may have other rights which vary by jurisdiction.
Defects
If a manufacturing defect does occur within the terms and conditions of this warranty, you will be
supplied with new material to replace the defective parts, subject to inspection and approval by the
manufacturer.
DuraClean Tiles - Warranty Statement
The manufacturer of our DuraClean tiles guarantees that your tiles will be free from manufacturing defects
for a period of twenty-five (25) years from the date of purchase.
EchoGuard Fiberglass Tiles - Warranty Statement
The manufacturer of our EchoGuard tiles guarantees that your tiles will be free from manufacturing defects
for a period of five (5) years from the date of purchase.
Arena & Petra Mineral Fiber Ceiling Tiles - Warranty Statement
The manufacturer of our Arena & Petra tiles guarantees that your tiles will be free from manufacturing
defects for a period of five (5) years from the date of purchase.
DROP GRID CEILING FAN
Limited Warranty Statement
This Item is warranted to be free from defects in materials or workmanship for a period of one (1) year
from the original date of purchase under normal use. Within the warranty period, we will repair or replace
the product at our discretion. This warranty extends only to the original retail purchaser, and excludes
any damage to the product resulting from accident or misuse. This product is not covered, when used in a
commercial environment, for which it was not intended.
The above warranty is complete and exclusive. The warrantor expressly disclaims liability for any special, incidental, indirect, or consequential damages in connection with the purchase or use of this product or costs over the original purchase price.
Any implied warranties arising by operation of law shall be limited in duration to the terms of this warranty.
This warranty gives you specific legal rights and you may have other rights, which vary by jurisdiction.
WOOD TILES
Warranty Statement
Our Wood Ceiling Tiles are backed with a 3 year warranty which guards against fading, warping, or
yellowing.
Warranty Limitations
This warranty does not cover problems caused by improper installation methods. It covers only
installations done in accordance with the installation and handling instructions available on this
website. This warranty does not cover damage caused by improper maintenance or by use contrary to our
recommendations. This warranty does not cover normal wear and tear or environmental impacts such as
sunlight or finish color changes due to exposure to smoke, fumes, leaks, abuse, or acts of God. This
warranty does not cover labor charges. This warranty applies only to material purchased by you, the owner,
in unopened cartons for your own use and not for resale. This warranty is not transferable and applies to
the original purchaser only. Note: We cannot guarantee that the published surface burning characteristics,
fire resistance ratings, acoustical performance, dimensional stability/sag, or light reflectance will
remain as stated if the tiles are painted.
Implied Warranties
There are no implied warranties, representations or conditions, except those required by statute, and they
shall not extend beyond the term of the warranty applicable to your purchase.
Consequential or Incidental Damages
We exclude and will not pay any consequential or incidental damage, loss or expense.
Legal Rights
This warranty gives you specific legal rights, and you may have other rights which vary by jurisdiction.
Defects
If a manufacturing defect does occur within the terms and conditions of this warranty, you will be
supplied with new material to replace the defective parts, subject to inspection and approval by uDecor.
The replacement materials will be of the same or similar design and quality.
TO MAKE A CLAIM
If you believe there is a defect in your product and want to make a claim under this warranty, please
notify:
uDecor
2510 Stanley Gault Parkway
Louisville, KY 40223
1-877-550-0600
www.uDecor.com
Molding
Polyurethane molding samples are available for purchase with a limit of 2 (two) samples per molding style,
per address.
