Start with the issue, not the department.
Tell us what happened, identify the applicable order, application, payment, or account, and explain the result you are requesting. DecorationPath will route the matter to the appropriate team.
How we can help
DecorationPath customer care can assist with questions and concerns involving:
- Furniture products, dimensions, materials, and availability.
- Orders, suppliers, shipping, and delivery.
- Returns, cancellations, damage, and missing items.
- Financing applications and decision notices.
- Terms acceptance and account setup.
- Down payments and financing-account payments.
- Customer Hub access and password setup.
- Customer documents and secure notices.
- Privacy and personal-information requests.
- Website or accessibility barriers.
- Formal customer complaints.
For an urgent account-security concern, suspected unauthorized payment, or suspected identity issue, contact DecorationPath promptly and avoid sending sensitive information through ordinary email.
Choose the right contact path
Product questions
Ask about furniture dimensions, materials, availability, financing eligibility, or delivery coverage.
Contact customer care →Order assistance
Request help with supplier confirmation, shipment, delivery, damage, cancellation, or return status.
Visit Customer Hub →Application or account
Ask about an application status, notice, agreement, balance, payment, or financing-account concern.
Review account information →Submit a complaint
Clearly identify the issue, what has already occurred, and the resolution or explanation you are requesting.
Submit a written complaint →The buttons above use the placeholder contact path /contact/. Replace it with the exact URL of the final DecorationPath contact form if the existing page uses a different address.
General customer support
General support is appropriate for questions that do not require access to highly sensitive application, payment, or account information.
Examples include:
- Product descriptions and dimensions.
- Furniture materials, finishes, and assembly information.
- General delivery-area questions.
- Website navigation.
- Locating a disclosure or policy.
- General financing-process questions.
- Locating the application or Customer Hub.
Customer care may provide general guidance but cannot promise product inventory, delivery timing, financing approval, a particular APR, credit limit, or account decision.
Orders, delivery, returns, and damage
For an existing furniture order, provide the order reference, product, delivery location, and a concise explanation of the issue.
Contact DecorationPath promptly concerning:
- A requested cancellation or order change.
- An unavailable or delayed product.
- Missing supplier confirmation.
- Shipment or delivery questions.
- A missed or failed delivery.
- Visible or concealed damage.
- A missing component or incorrect item.
- A return or refund request.
Preserve the product, packaging, labels, delivery paperwork, and photographs until DecorationPath provides instructions.
Do not return, repair, discard, or refuse an item without first reviewing the Returns & Cancellations policy and contacting DecorationPath when possible.
Financing applications and accounts
Financing concerns should be submitted through a secure account channel whenever possible.
DecorationPath can review concerns involving:
- An application that appears incomplete or unavailable.
- An application status or manual-review request.
- A missing approval, conditional approval, or decline notice.
- An adverse-action reason or decision document.
- Terms, APR, credit limit, or down-payment information.
- An account balance or available-credit concern.
- A credit-line increase request.
- A suspected account error.
- A fair-credit concern.
Customer care may explain where information appears but cannot informally change an application decision, agreement, APR, credit limit, balance, or account status.
Any authorized adjustment must be reviewed, approved, recorded, and communicated through the applicable process.
Payments and billing concerns
Contact DecorationPath promptly if you believe a payment was:
- Duplicated.
- Submitted for an incorrect amount.
- Applied to the wrong order or account.
- Declined, returned, or reversed unexpectedly.
- Authorized but not reflected in the Customer Hub.
- Made without your authorization.
- Refunded but not yet received.
Provide the payment date, amount, payment type, and associated order or account reference. A masked description such as the last four digits of a payment method may be used when needed.
Do not send a complete card number, bank account number, security code, password, or online-banking credential through ordinary email or an unsecured message.
Review the Payment Authorization page for general payment-processing information.
Documents and Customer Hub access
Contact DecorationPath if you cannot:
- Complete password setup.
- Sign in to the Customer Hub.
- Locate an application or decision notice.
- Open an agreement or secure document.
- Upload a requested document.
- View a document-review status.
- Locate an order or payment receipt.
- Access an electronic record in the format provided.
DecorationPath may require identity verification before resetting access, disclosing account information, or changing sensitive profile details.
Electronic-record questions are also addressed in the E-SIGN Consent.
Accessibility assistance
Contact DecorationPath if a disability-related barrier prevents you from browsing furniture, completing an application, reviewing a disclosure, accessing the Customer Hub, submitting a payment, or communicating with customer care.
Please identify:
- The page, feature, document, or process involved.
- The type of difficulty encountered.
- The device and browser used, when relevant.
- The alternative format or assistance requested.
- How DecorationPath may contact you.
Requesting accessibility assistance will not affect financing consideration, an order, an account, or the handling of a complaint.
Additional information appears on the Accessibility page.
Submitting a formal complaint
A formal complaint is appropriate when you believe an issue requires documented review, a written explanation, corrective action, or escalation beyond ordinary customer support.
A formal complaint may concern:
- A product or delivery issue that remains unresolved.
- A return, cancellation, or refund dispute.
- A payment or account error.
- An application or financing concern.
- A privacy or information-security concern.
- A suspected fair-credit issue.
- An accessibility barrier.
- Customer-service conduct.
- A failure to provide a required document or notice.
Explain what happened and what you are requesting.
Identify the relevant order, application, payment, account, or website feature. Describe the events in date order, identify any prior contact with DecorationPath, and state the explanation or resolution you believe is appropriate.
Clear, focused information helps DecorationPath understand the concern and route it to the correct reviewer.
Information to include
Include enough information for DecorationPath to identify and investigate the matter.
| Information | What to provide | What not to provide |
|---|---|---|
| Your identity | Your name, email address, telephone number, and general mailing address. | Do not send your complete Social Security number through ordinary email. |
| Transaction reference | The applicable order, application, payment, document, or account reference. | Do not send passwords or authentication codes. |
| Issue description | A concise timeline explaining what occurred and when. | Avoid unrelated personal or sensitive information. |
| Prior contact | Dates, communication methods, and any response already received. | Do not include abusive, threatening, or unlawful content. |
| Supporting records | Relevant receipts, photographs, notices, screenshots, or correspondence. | Redact complete payment and identification numbers. |
| Requested resolution | The explanation, correction, replacement, refund, account review, or other result requested. | Do not assume that submitting a request guarantees a particular outcome. |
What happens after submission
Your request is received
DecorationPath records the contact or complaint and associates it with the available customer, order, application, payment, or account information.
The issue is categorized
The matter is routed to customer care, order support, financing operations, payments, privacy, accessibility, or another appropriate reviewer.
Additional information may be requested
DecorationPath may request verification, photographs, transaction records, or clarification reasonably needed to investigate.
The records are reviewed
Relevant system activity, communications, documents, supplier information, payments, and account records may be reviewed.
A response or status update is provided
DecorationPath communicates the available explanation, resolution, next step, or need for continued review.
The time needed to complete a review depends on the nature of the issue, available records, supplier or processor involvement, identity-verification needs, and applicable legal requirements.
DecorationPath will not promise a resolution date that cannot reasonably be met.
Protecting sensitive information
Do not send highly sensitive information through ordinary email, an unsecured contact form, social media, or a public message.
Do not send:
- A complete Social Security number.
- Your Customer Hub password.
- A one-time authentication code.
- A complete payment-card number.
- A card security code.
- A complete bank account or routing number.
- Online-banking credentials.
- An unredacted identity document unless securely requested.
DecorationPath may direct you to a secure upload or authenticated Customer Hub process when sensitive documentation is required.
Customer care may require identity verification before discussing application, payment, document, or account information.
Keeping records of your concern
Customers should retain copies of information related to a question or complaint, including:
- Order confirmations and receipts.
- Application and decision notices.
- Financing disclosures and agreements.
- Payment confirmations.
- Delivery paperwork.
- Photographs of merchandise or packaging.
- Emails, messages, and written responses.
- Dates and summaries of telephone conversations.
- Return or refund records.
- Complaint reference information.
Keeping organized records can help DecorationPath understand the history of the issue and may help preserve rights that depend on specific notice or dispute deadlines.
Submitting a general customer-service request does not automatically extend a contractual, statutory, chargeback, warranty, return, or dispute deadline.
Escalation and external rights
DecorationPath encourages customers to provide a reasonable opportunity to review and respond to a concern.
Contacting DecorationPath does not prevent a customer from exercising a right to contact an appropriate:
- Payment-card issuer or financial institution.
- Consumer reporting agency.
- State attorney general.
- State consumer-protection agency.
- State financial regulator.
- Federal consumer-protection agency.
- Court, attorney, or other authorized dispute forum.
The appropriate agency or process depends on the product, issue, company role, jurisdiction, and applicable law.
DecorationPath does not provide legal advice and cannot determine which external remedy is best for an individual customer.
Do not delay action when a law, agreement, statement, warranty, payment network, or notice provides a specific deadline for submitting a dispute or exercising a right.
No retaliation for good-faith concerns
DecorationPath will not retaliate against a customer for submitting a good-faith question, complaint, error report, accessibility request, privacy request, fair-credit concern, or other lawful dispute.
Submitting a complaint does not:
- Guarantee that the requested outcome will be granted.
- Erase an existing payment obligation.
- Automatically suspend account terms.
- Automatically cancel a furniture order.
- Automatically reverse a completed payment.
- Prevent lawful action based on independent account facts.
Any decision involving an order, application, payment, or account should be based on the applicable facts, records, agreements, and law—not on the customer’s decision to submit a good-faith complaint.