Frequently Asked Questions
Explore our comprehensive FAQ page to find answers to all your questions about shipping and delivery, orders, returns and refunds, payments, products, and managing your account on our website.
Shipping and Delivery
Do you offer free shipping?
Yes, we do! We offer free standard shipping on all orders shipped to the 48 contiguous United States (including the District of Columbia) and 10 Canadian provinces. No minimum order is required.
Where do you ship?
We ship to the 48 contiguous United States (including the District of Columbia) and all 10 Canadian provinces free of charge. Expedited and priority shipping are available for a fee.
Please note that currently we do not ship to Hawaii, Puerto Rico, the US Virgin Islands, and Alaska.Can you ship to a P.O. Box?
Yes! But to ship to a P.O. box, we only allow standard shipping.
When will my products arrive?
Free Standard Shipping: Most orders ship within 1-2 business days, so your product should arrive in 5-7 business days.
Expedited Shipping: Expedited orders ship within 1 business days and should arrive in 3 business days.
Priority Shipping: Priority orders ship within 1 business days and should arrive in 2 business days.
Do you offer expedited shipping?
Yes, we do offer expedited (3-4 business day delivery) and priority (2 business day delivery) shipping for a fee.
Why hasn’t my shipment arrived?
Please check your tracking number to see the status of your package or contact us at care@ballucci.com.
How can I track my order?
Don’t panic! After you checkout and pay, we provide you with a tracking number and carrier information so that you can track your package.
If you are a registered user, the tracking number will be in your account. Go to Your Orders, then click on Order Tracking.
If you placed an order as a guest without creating an account, please check your email as an email with your order and tracking numbers will be sent to you after placing an order.
Can I change my delivery address after placing an order?
Unfortunately, we are unable to change your shipping address after the order has been placed.
What if my order status says delivered but I did not receive it?
Please verify your shipping address in Your Orders account. You can also look for a notice of an attempted delivery. See if someone else accepted your delivery as well. If all of these don’t work and you still haven’t received your package in 2 days, please contact us at care@ballucci.com. If you checked out as a guest, please do contact us if you experience any of these problems.
What if an item is missing, or if something I didn't order arrived?
Please go to Your Orders to see if your missing item is in another shipment. If it’s not in another shipment or something you didn’t order arrived, please contact us at care@ballucci.com. If you checked out as a guest, please do contact us if you experience any of these problems.
Can I request a delay in delivery?
No. Our team is working hard to ensure that orders are shipped right away and as a result changes to the delivery date cannot be accommodated.
Do you deliver internationally?
Unfortunately, we do not ship internationally at the moment.
Orders
Where can I find my order number?
We will send the order number to your email. If you are a registered user, the tracking number will be in your account. Go to Your Orders, then click on your tracking number and a drop-down page will show your order status and location.
How can I check my order status?
If you have created an account, you can check the status of your order by going to Your Orders, then click on your tracking number and a drop-down page will show your order status. If you placed an order as a guest without creating an account, please check your email as an email with your order and tracking numbers will be sent to you shortly after placing an order.
Can I cancel or change my order once it’s been placed?
Yes, you can cancel your order as long as a shipping label has not been generated. Once a shipping label has been generated, you must receive the item(s) and then request a return instead. Please contact us at care@ballucci.com for any exchanges and returns.
How can I cancel my order?
In Your Orders, please find and click the Cancel button. However, if the item is shipped or the shipping label has been generated, you cannot cancel your order. You must receive the item and you should request a return instead. If you ordered as a guest, please contact us at care@ballucci.com.
Returns & Refunds
What is your return policy?
We have a 30-day return policy from the day of successful delivery of the order. All items must be in new and unused condition in the original Ballucci packaging including manuals and hardware kits.
Please note that items on sale at 40% off or greater are final sale and cannot be returned or refunded.
How can I return or exchange a product?
To exchange a product, keep the item in its original box and contact us at care@ballucci.com. If you have an account with us, you can go to the Your Orders page and request a return there. If you checked out as a guest, please do contact us if you experience any of these problems. Please note that all items must be returned in the original Ballucci box.
How will I be refunded?
The refund will be issued on the same card that was used to pay for the order. Please note that we cannot issue the refund to a different card unless the refund transaction is declined with the original card.
How long does it take to receive my refund?
The refund will be issued 3-5 days after the warehouse confirms receiving the package. If you have not received your refund after this timeframe, please contact us at care@ballucci.com.
What if I receive a damaged or incorrect product?
Don’t fret! You can request a return in Your Orders account. Just click the Return button. You can also request a return by contacting us at care@ballucci.com. Remember, you need to keep the original box for your item to be returned! If you checked out as a guest, please do contact us if you experience any of these problems.
When you contact with such inquiries, please ensure to provide the order number, contact information, and images of the damaged/incorrect product.
Payments
What credit cards do you accept?
We accept all major credit cards including Visa, Mastercard, American Express, Discover, Diners Club, UnionPay, JCB, and Cartes Banacaires.
Do you accept PayPal?
Yes, we do accept PayPal payments!
Do you provide financing?
What currency are your prices listed in?
If you are purchasing from our US Website the prices are listed in US Dollars. If you are purchasing from our Canadian Website, our prices are listed in Canadian Dollars.
Is it secure to process my credit card information on your website?
Yes, we use 256-bit encryption to process your credit card information during payment.
Do you collect sales tax?
Yes, we do collect sales tax as required by law in the United States and Canada. Sales tax will vary depending on zip code or postal code. If your shipping address is changed after your order is placed, the difference in tax rate will need to be changed/refunded.
Do you do tax exemptions?
To process your tax exemption, you need to place your order as normal. Once you receive the e-mail confirmation, please contact us at care@ballucci.com and include a copy/photo of your relevant certifications, forms, or ID cards in the e-mail. We will then correct and refund the tax amount on your order.
When will I be charged for my order?
Your card will be charged once the order is placed. If you decide to cancel before your order is processed and before the shipping label is generated, you’ll be refunded in full.
Why did the prices on your website change?
We reserve the right to change the prices of our products at any time. We do our best to keep our prices as affordable as possible depending on our supplies and the fluctuations of the market.
Do you price-match?
Yes, we do price matching. If your purchased item goes on sale for 30 days from the date of your delivery, then we’ll be happy to honor the sale price.
Because we sell across multiple marketplaces, you may be seeing re-sellers on these marketplaces. We’ll be happy to honor any sales price offered as long as the offer is from the official Ballucci store page.How do I use my promo code?
The promo code should be entered at the checkout. Please note that only one code can be used per order.
What if I forgot to enter my promo code?
Please contact our customer service by email and we will be happy to help you.
Products
How can I access my account if I forgot my e-mail/password?
Don’t worry! You can click Forgot Password at the bottom right corner of the sign-in/sign-up page. Clicking on that button will help you reset your password by asking for verification and then giving you instructions for reset.
How can I unsubscribe from e-mail newsletters/updates?
It’s simple! Go to Notifications and News in Your Account and uncheck “Get notifications/news through your email”.
How accurate are your images and dimensions?
Our products’ size and dimensions might look different in photos, but we make sure to indicate the accurate dimensions of our product on the product listing. The photos on our website are taken by professional photographers under lighting conditions that are typical in a residential home. However, the photos might look different depending on the display of your monitor or printer. In addition, we are using different materials such as marble, leather and solid wood. Products you receive may not be an exact replica of the photos displayed due to natural variability in these raw materials.
What is your review policy?
Our customer reviews help others learn more about the product and decide whether they should get that product for themselves. Because of this, we do not tolerate reviews that are made to mislead or manipulate customers. We also do not allow anyone to write reviews for promotion. Here are some of the following reviews that we have no tolerance for and that we will remove:
- Review by unpurchased or unverified buyer.
- Reviews in exchange for monetary rewards.
- Multiple negative reviews on 1 product from a single customer.
- Reviews with profane language.
- Reviews related to carrier issues such as damage or late deliveries.
Is my private information safe with you?
Definitely. Any information you provide us with such as names, address, etc. are not shared with any third parties.
Do you store my credit card information on your website?
No, we do not store any of your credit card or payment information on our website.
Website & Account
How can I access my account if I forgot my e-mail/password?
Don’t worry! You can click Forgot Password at the bottom right corner of the sign-in/sign-up page. Clicking on that button will help you reset your password by asking for verification and then giving you instructions for reset.
How can I unsubscribe from e-mail newsletters/updates?
It’s simple! Go to Notifications and News in Your Account and uncheck “Get notifications/news through your email”.
How accurate are your images and dimensions?
Our products’ size and dimensions might look different in photos, but we make sure to indicate the accurate dimensions of our product on the product listing. The photos on our website are taken by professional photographers under lighting conditions that are typical in a residential home. However, the photos might look different depending on the display of your monitor or printer. In addition, we are using different materials such as marble, leather and solid wood. Products you receive may not be an exact replica of the photos displayed due to natural variability in these raw materials.
What is your review policy?
Our customer reviews help others learn more about the product and decide whether they should get that product for themselves. Because of this, we do not tolerate reviews that are made to mislead or manipulate customers. We also do not allow anyone to write reviews for promotion. Here are some of the following reviews that we have no tolerance for and that we will remove:
- Review by unpurchased or unverified buyer.
- Reviews in exchange for monetary rewards.
- Multiple negative reviews on 1 product from a single customer.
- Reviews with profane language.
- Reviews related to carrier issues such as damage or late deliveries.
Is my private information safe with you?
Definitely. Any information you provide us with such as names, address, etc. are not shared with any third parties.
Do you store my credit card information on your website?
No, we do not store any of your credit card or payment information on our website.
Still have unanswered questions?
If you didn't find the answer you were looking for, we're here to help! Reach out to our customer support team for personalized assistance. You can contact us and we'll get back to you as soon as possible. Your satisfaction is our top priority!