SAS DWR Difference
Customer Service
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Frequently Asked Questions

How do I create an account and place an order online?

To begin, click "Add to cart" on any product detail page. Once you have added an item to your order you may either click "Continue Shopping" or "Checkout" at the bottom of the shopping cart page. When you click "Checkout" you will be asked to Sign In. The "Sign In" page is where new customers create an account. You can only create an account or sign in to your existing account after you have added an item to your order and clicked the "Checkout" button.

Is your website secure?

This site has security measures in place to protect the loss, misuse and alteration of the information under our control. All orders are transmitted over secure Internet connections using SSL (Secure Sockets Layer) encryption technology. All of your personal information including your credit card information and sign-in password are stored in encrypted format at all times. This website, and more importantly all user information, is further protected by a multi-layer firewall based security system.

I created an account but forgot my password. How can I get my password, or create a new password?

If you have created a DWR Account and have forgotten your password, click here to enter your email address. We can email it to you in a matter of minutes. If you do not receive an email within 30 minutes, or would like to change your password, please call us at 1.800.944.2233.

What is a DWR Account? Why should I get one and what are the benefits?

There are several benefits for owning a unique DWR Account. Your Account not only identifies you as a valued customer, but also allows us to personalize your shopping experience. Our database will remember your billing address so you don't have to enter it each time. Look forward to more benefits in the near future which will make your shopping and life more simple!

How can I check my order status?

To check the status of an existing order, please call 1.800.944.2233 or click here for your local Design Within Reach studio location.

Do you charge taxes?

Sales tax is estimated for your order based on the laws and regulations of the state or province indicated in the shipping address. States and provinces have different laws regarding taxation of merchandise, freight and handling.

All sales tax calculations are subject to revision and are recalculated on the day your order is shipped. If your order has more than one shipping address, sales tax will be applied to the individual items in your order based upon the specific ship-to destinations.

No sales tax is collected on the purchase of Gift Cards. However, purchases paid for with Gift Cards are subject to sales tax in accordance with applicable laws.

Do you give special discounts to nonprofits?

Although discounts cannot be combined with any other offers or promotions, our best pricing policy affords you the greatest discount available. We are also happy to work with museums, universities and nonprofit institutions, and we can offer them special discounts. For contract and hospitality inquiries, please call 1.800.591.6965 or visit dwrcontract.com.

DWR Studio - Location/Hours

The DWR Studio is the place for design ideas, new products, and conversation with our knowledgeable staff. Many of our products are on display and our representatives can place orders and answer any of your questions. DWR Studio also offers special services for specifiers and businesses. Click here for hours and locations.

How can I return a product?

We stand behind the quality of everything we sell. Please thoroughly examine all items upon receipt. For your convenience, we’ve created a furniture delivery guide. If there is a problem with your order, contact your local DWR Studio or our Customer Service team at 1.800.944.2233 within three (3) days of receipt. If you receive a damaged, defective, or incorrect item, we will work with you to make things right. If you change your mind about an item, your refund will be reduced by a restocking charge equal to 10% of the purchase price and you will be responsible for outbound and return shipping and delivery. We do not accept any returns or exchanges on custom and special order furniture or food items. Click here for further details about returns, cancellations and exchanges.

What are my delivery options and how much do they cost?

Shipping and handling charges are based on the value of your order. For complete delivery options and shipping rates, click here.

How long will it take to receive my order?

In-stock orders ship from our warehouse in Kentucky and typically arrive anywhere in the continental U.S. within 7-10 business days. Deliveries are made Monday-Friday during regular business hours. If an item is not in stock we will contact you with the expected delivery date. Please be aware that dropship products (those items that ship directly from our vendors) can take longer; delivery times for these items are noted in their product descriptions. We are happy to provide you with delivery quotations for expedited deliveries as well as orders shipping to Alaska, Hawaii, Puerto Rico and Canada.

How will my order be delivered?

We use FedEx ground service to ship most products, though items that are too large are shipped via specialized carrier. In most cases, these specialized carriers will call you prior to delivering your order to arrange a convenient delivery time during regular business hours. Our commercial orders will be delivered either curbside or to the building's loading dock, if available. If you require extra services such as a delivery appointment or to arrange receipt of your order to a location other than a ground floor address, please call us at 1.800.944.2233 to place your order.

Do you ship orders to Canada?

Yes. Shipping charges include all freight, duties, broker, and clearance fees. For orders shipping to Prince Edward Island please call 1.800.944.2233 or 1.203.614.0750 (if outside of the U.S.) for assistance. We cannot expedite delivery to Canada.

For complete delivery options and shipping rates, click here.

Can you ship orders internationally?

We currently ship only to addresses within the United States, Canada and Puerto Rico; some limitations apply. However, you may have your order shipped to a domestic freight forwarder of your choosing for shipment overseas by entering the freight forwarder's address in the "Enter Shipping Address" section of the checkout process.

MyUS.com is our preferred partner for international package forwarding to more than 200 countries and territories. MyUS.com provides customers with a private U.S. mailing address. Once a U.S. address is received, the customer places an order here on www.dwr.com using their MyUS.com address as their shipping address. DWR will ship the order domestically to MyUS.com’s warehouse, where MyUS.com consolidates and forwards. For more information, please visit MyUS.com.

Does DWR offer a wedding registry?

Our Wish List feature is similar to a registry. You can create Wish Lists of products that you would like to receive as gifts, to keep track of potential purchases, or to build product specifications for clients. Your lists can be available to people through our Wish List Search or you can opt to maintain private lists available only by email.

How do I create a Wish List?
Click on the "Save to My Wish List" button on any product page to begin the Sign In process. If you already have an account at dwr.com, you can create a Wish List using that same email address and password. If you do not have an account with us simply enter the required information. Once you have created an account, you can place orders through our website as well as create your Wish Lists.
Can I create multiple Wish Lists?

Yes. After signing in to your Wish List account, you will always have the option of creating an additional Wish List after you have selected the quantity and color of the item(s) you wish to add to a Wish List.

How do I make my Wish List searchable?

You can make your Wish List searchable by checking the "Yes" box at the top of your Wish List page, and then clicking the "Update this List" button.

How do I search for a Wish List?

Select the "Find Wish List" button at the bottom left hand corner of any page and enter the email address of the person to whom the Wish List belongs in the text box, then click "Find Wish List".

How do I purchase a Gift Card?

Gift Cards can be purchased online, in a Studio, or over the phone at 1.800.944.2233. Please note: No discounts or coupons may be applied to purchases of Gift Cards.

Can I purchase multiple Gift Cards shipping to separate addresses?

Yes.

Can I purchase a Gift Card along with other merchandise and have them shipped to separate addresses?

Yes.

What does the recipient of the Gift Card receive?

Each Gift Card arrives in an envelope, attached to a fold-over card printed with the Charles Eames quote, "The details are not details. They make the product."

Can I include a personal message with the Gift Card?

Personal messages may be included via phone orders only, at which time the message should be specified to a Sales agent. If you are ordering online and would like to include a personal message with a Gift Card, you will need to have it delivered to your own address so that you may include a note.

How quickly do Gift Cards ship?

The recipient will receive their Gift Card within seven days of order placement via standard ground mail.

Is overnight delivery available for Gift Cards?

Overnight delivery is available by calling our Customer Service department at 1.800.944.2233. If you are placing your order over the phone, the preferred shipping method should be specified at that time.

How do I redeem my Gift Card?

Gift Cards can be redeemed either online, in a Studio, or over the phone. To redeem a Gift Card online, please choose the Gift Card payment option during checkout, and enter the number located on the back of the card.

Can I use more than one Gift Card to pay for a single order?

Multiple Gift Cards may be applied toward a single order.

Do Gift Cards expire?

Gift Cards are valid until redemption.

Are your products licensed by the designers?

When possible, we purchase from the licensed manufacturer -- for example, the Eames series from The Herman Miller Company. But licenses for many classic designs have expired, or in many cases the products were never licensed. If this is the situation, we work with the highest quality manufacturer available, looking for value to pass on to our customers. We reproduce these classics to the designer's specifications and do not sell inferior 'knock offs.'

How can I tell what a chair feels like before ordering?

Of course we each have our favorite chair, and "comfort" is highly subjective. But we have chosen all of our chairs for their usability and general comfort. Before placing a large order, some designers have purchased one sample and then completed the order upon obtaining client approvals of the chair. Let us know when asking for a quote if we can assist you with this process.

Are swatches available?

Free swatches are available for most products, and can be requested at a DWR location or by calling 1.800.944.2233.

Do you have showrooms or stores?

The DWR Studio is the place for design ideas, new products, and conversation with our knowledgeable staff. Many of our products are on display and our representatives can place orders and answer any of your questions. DWR Studio also offers special services for specifiers and businesses. Click here for hours and locations.

How can I be removed from the catalog mailing list?

If you would prefer not to receive our catalog, or if you are receiving extra copies that you do not need, please e-mail us at nocatalogs@dwr.com with your name and address in the body of the message. You can also call us at 1-800-944-2233 and we'll take you off the list.

How can I be removed from the newsletter e-mail list?

If you would prefer not to receive our twice monthly email newsletter, please send an e-mail to remove@dwr.com with 'unsubscribe' in the subject line. Your name will automatically be removed from the list. Please be sure that you email us from the address that you want removed. If you cannot do this, please send a message to service@dwr.com with the address that you'd like us to delete in the body of the message.

© 2014 Design Within Reach