Houzz Support Center

This means that we have been unable to obtain payment from the credit card you used. Please log in to Your Purchases, and you will see any orders that have failed to charge highlighted in yellow with an error message. Click on the green "Change Payment" button to enter a different form of payment, or try contacting your bank or credit card company to resolve.

Once your card is authorized, Houzz will process your order; until then, your order will be on hold, and will not ship. Please note: this does not indicate your order has been canceled. If you wish to cancel your order at this time, please contact https://support.houzz.com.

Houzz currently accepts credit cards from Visa, Mastercard, and American Express issued by a US bank, with a billing address based in the United States and Canada. Even if you are shipping to an address in the US or Canada, Houzz does not accept credit cards with billing addresses outside the US and Canada.

Please note that it may take 3 business days to receive a response from the seller or Houzz for your return request. As soon as your request has been updated you will receive an email notifying you of next steps.

Once your refund has been issued you will receive an email confirmation. Please allow 3-5 business days from this date for the amount to reflect on your bank or credit card statement.

If you have returned your order and have not received a refund confirmation please submit a request here  with the order number and return tracking information.

Once an order has been shipped, you will receive a confirmation email to the email address linked to your Houzz account. If you have not yet received this, please check your junk/spam mail and check to make sure shop@houzz.com is on your accepted email list.

If you feel you need further assistance, please send in a support request by going to https://support.houzz.com or calling 1-800-368-4268.

You can check the status of any order by going here (you may be prompted to log into your Houzz account first). This will show you all the orders you have placed and their estimated delivery dates. Orders that have shipped will have the link to track your shipment.

You can check the tracking on any shipped order by going here (you may be prompted to log into your Houzz account first).  For any orders that have shipped, you can click on the "Track Package" button to get the specific tracking information. If your order has shipped, and tracking is not yet available please send a message requesting an update using the “Contact Seller” or “Contact Houzz” button.

Your order will be marked as a Standard, Inside Your Door, Room of Choice, or White Glove.

Once your order has arrived to your city’s local terminal, the carrier will give you a call at the phone number provided with your shipping address to set up a 4-8 hour delivery window at your convenience.

Houzz currently accepts credit cards from Visa, Mastercard, and American Express issued by a US bank, with a billing address based in the United States and Canada.  At this time, Houzz does not accept Discover cards or credit cards with billing addresses outside the US (with exception to Canada).

The Houzz Trade Program is an exclusive program for professionals in the Home Renovation and Design Industry.

If you have a specific question, please send an email to tradesupport@houzz.com and a member of the dedicated Custom Support team will reply to your inquiry.

Once an order has been shipped, you will receive a confirmation email to the email address linked to your Houzz account that will include tracking information. If you have not yet received this, please check your junk/spam mail and check to make sure shop@houzz.com is on your accepted email list.

If you feel you need further assistance, please send in a support request by going to https://support.houzz.com or calling 1 (800) 368-4268.

If your order is missing any items or parts, please notify us as soon as possible and no later than 30 days after delivery. If the item was sold by Houzz, you should contact Houzz Customer Support by clicking the “Contact Houzz” button on the Your Orders page.

If the item was sold by a third-party seller, you should contact the seller directly by clicking the “Contact Seller” button. That way, the right person can help you resolve the issues as quickly as possible.

You will receive an email confirmation that your request has been submitted. Houzz or the seller will follow up in 3 business days with next steps on your replacement.

Log in to your account to access the “Your Houzz” section of your profile (found in the upper right hand corner). Select "Your Orders" and submit a request by selecting the “Return or Replace” button on the order you would like to return. Please select “Wrong item delivered” as the reason.

Please include photos of the incorrect item received in the request. You will receive an email confirmation that your request has been submitted. Houzz or the seller will follow up in 1-2 business days with next steps on your replacement.

Log in to your account to access the “Your Houzz” section of your profile which can be found in the upper right hand corner. Select Your Orders and submit a request by selecting the “Return or Replace” button on the order you you would like to return. You will receive an email confirmation that your request has been submitted.