Frequently Asked Questions

Orders & Accounts

• How do I place an order?
• Why do some products have Oversize Charges?
• Can I have weekend or after-hours delivery of my freight item?
• Can I redeem a gift certificate when ordering online?
• Do you accept any special orders?
• What if I forgot my account password?
• How can I cancel or update an order I placed online?
• Can I track my order on your Web site?
• What are your Shipping & Processing Charges?
• How accurate is the information on the web?

Site Security

• Is it safe to order from you over the Internet?
• How does your site protect my privacy?

Returns & Exchanges

• How can I return or exchange an item I purchased?
• What's your guarantee?

Products & Inventory

• How often is the Ballard Designs' Web site updated for inventory availability?
• Where do you get your product ideas?
• Can I get a product in your catalog?
• How can I find out more about your products?
• Do you carry California King Beds or Bedding?
• Do you offer hardware with your Wall Decor?

About Ballard Designs

• How long have you been in business?
• How can I get a catalog?

ORDERS & ACCOUNTS

How do I place an order?

First click on the product image or product name to view the item details. To add an item to your order, select the quantity you wish to purchase in the “Quantity” box and then click the “Add to Cart” button. A window will pop up stating that the product has been added to your shopping cart and if the product is in stock or backordered.

When you are ready to checkout, move your mouse over the “Shopping Cart” button on the upper right hand section of the page, revealing the last few items you have added to the cart. You will see a “Checkout” button which you can click to place your order. Or, you can click on “View Details” to view the entire contents of your cart. The “Checkout” button will take you to a “Sign In” page. When you have made your "Sign In" choice, you will complete a series of forms with your billing, shipping and payment information. Upon completing these forms, just click “Submit”, and your purchase is complete. A confirmation page will show a summary of your transaction. You may choose to print this for your records. An email version of this summary will also be sent.

You may also download an order form and fax it, with payment information, to 1-800-989-4510 or mail the order form and payment information to:

Why do some products have Oversize Charges?

Products sent by UPS that have dimensions greater than expected for their weight are classified as Oversize ($10.00 - $20.00 surcharge).

Can I have weekend or after-hours delivery on my freight items?

Weekend and after hours freight deliveries are available in limited areas at an extra cost. To inquire about a special delivery in your area, please call our Customer Service department at 800-536-7551 for an estimate.

Can I redeem a gift certificate when ordering online?

Yes, you can. The final page of the checkout process has a place where you can enter your gift certificate number and the amount you would like to redeem. Ballard Designs will issue a credit to your credit card account for the amount you specify once the gift certificate number has been verified.

Do you accept any special orders?

All merchandise inquiries are welcome. While we cannot guarantee that we will be able to fulfill every request, we do promise to do our best to make you happy.

For any technical questions you may have, including Customer's-Own-Material, please send a message to our Customer Service department or call us (800-536-7551). Please remember that special orders may take a little longer and are not returnable.

What if I forgot my account password?

If you forget your password and need to modify or update information in your account (such as adding a new shipping destination or changing your credit card), browse to the "My Account" section, and click the "Forgot Your Password?" link. When the "Forgot Your Password" page appears, type in the email address you used to create your account, and we will send you an email with your correct password.

How can I cancel or update an order I placed online?

We at Ballard Designs will do everything possible to accomodate order changes and cancellations. In an attempt to provide the best service possible, we try to ship your orders as quickly as possible. Naturally, should an ordered item already have left the warehouse and be en route to you, it is out of our power to make any order adjustments. Should that be the case, we are more than happy to work with you through our Returns & Exchange program to satisfy your needs.

To cancel or change an order, please send a message to our Customer Service department. You may also call them at 1-800-536-7551.

Can I track my order on your Web site?

Yes, you can track any order that you place through the Ballard Designs Web site, if you have an account at the time you place your order. To track an order, browse to the "My Account" section, and click on the "Order History" link.

What are your Shipping & Processing Charges?

The shipping and processing charge is designated to compensate our company for the services we provide that enable our customers the convenience of ordering from our catalog and website and receiving home-delivery of our products, including processing your order and packaging and shipping your purchases, as well as related overhead costs associated with these services.

How accurate is the information on the web?

Ballard Designs has endeavored to ensure the accuracy of all information. Occasionally, however, the information on BallardDesigns.com may contain errors or inaccuracies related to product descriptions, product images, pricing, or availability. Though we make every effort to minimize these occurrences, Ballard Designs is not responsible for errors or inaccuracies that occur as a result of human error, technical malfunction or other causes. We apologize for any inconvenience this may cause you.

SITE SECURITY

Is it safe to order from you over the Internet?

Most certainly. Ballard Designs uses a 128-bit encryption key issued by RSA Data Security, Inc. to protect your credit card information. When a secure connection is initiated, our server's public key is automatically transferred to your browser. Your browser then uses this key to encrypt information transferred back to Ballard Designs. This information can only be decrypted using the private key installed on Ballard Designs’ secure server.

How does your site protect my privacy?

This site recognizes the IP addresses of visitors, but not their email addresses. Individually identifiable email addresses are not captured or stored unless they are provided by the visitor. Persons who communicate with Ballard Designs, and supply us with an email address, may receive future communications by email. Persons who do not wish to receive email messages may remove themselves from the mailing list at any time by sending an email to customer service. Be assured that your email address will NOT be sold or disclosed to any other parties. View our privacy policy for more information.

RETURNS & EXCHANGES

How can I return or exchange an item I purchased?

1. Follow the return instructions on the back of the packing slip.
   
   
2. Complete the Ballard Designs' Exchange/Return form and enclose it with your return.
   
   
3. Use the return shipping label attached to your Exchange/Return form.
   
   
4. Carefully repackage the merchandise and affix the return shipping label to the outside of your package. Items must be returned prepaid, in the original packaging. We cannot accept returns sent C.O.D., and original shipping charges are not refundable.
   
   
5. Return the package to us via UPS or insured parcel post. Please note you are responsible for the safe return of your merchandise.
   
   
6. If you do not have your Exchange/Return form, please include a detailed note explaining the reason for the return and send returns and exchanges to:

If you have any questions, please send us a message or call our Customer Service Department at 1-800-536-7551, from 7 a.m. to 2 a.m., every day.

What's your guarantee?

If you are not satisfied with your purchase, you may return it within 90 days of receipt for an exchange, credit or refund (excluding shipping and handling fees). All products are guaranteed for one year against defects.

PRODUCTS & INVENTORY

How often is the Ballard Designs Web site updated for inventory availability?

• The Ballard Designs website is updated continuously with current inventory, and price levels are updated on a daily basis.
  
  
• Any products for which we have inventory in stock at the time of the last inventory update will have a "Currently Available" label in the availability column of the shopping cart.
  
  
• Any products for which we are out of stock and waiting for our next shipment at the time of the last inventory update will list a date on which the next delivery is due to arrive at our warehouse.
  
  

Where do you get your product ideas?

Ballard's merchandise buyers search markets locally as well as internationally for one-of-a-kind products to offer our customers. Our team strives to create a catalog filled with furnishings, accents, fabrics and decorating ideas that are visually appealing as well as inspiring. Our pieces are an accumulation of classics, antique reproductions and unusual vintage treasures. In addition to market finds, we have merchants who provide us with just the look for which we are searching. However, it is our policy to not divulge the names of the companies with whom we do business.

Can I get a product in your catalog?

If you have an item that you think Ballard Designs would be interested in, feel free to send us a photograph of your item along with your name, address, daytime phone number and description of your product to:

Please allow our merchandise department 30 to 60 days to review your item. If they are interested in your product, you will be contacted. All submissions become property of Ballard Designs and will not be returned.

How can I find out more about your products?

First, browse to the description page for the product(s) you're interested in. On most of our products you will see a link called "Product Specifications". If you click on these links, a pop-up window will appear with all the dimensions, weights, and technical specifications for that product.

Do you carry California King Beds or Bedding?

No. We do carry Twin, Full, Queen and King, but do not offer California King Beds or Bedding.

Do you offer hardware with your Wall Decor?

No. Wall decor hardware varies widely by wall; we would be doing our customers a disservice by providing wall hardware that might be inappropriate or unuseable for the settings in question.

ABOUT BALLARD DESIGNS

How long have you been in business?

Helen Ballard Weeks founded Ballard Designs after winning the Southern Region of a 1982 Metropolitan Home contest for home of the year. Today, Ballard Designs is one of the premier mail-order sources for fine home furnishings and accents. Read more about our company.

How can I get a catalog?

A full-color catalog is published monthly. Click here to request a catalog.