Houzz Support Center

Find Houzz helps, faqs and knowledge base quickly

What Do I Do If My Order Has Failed to Charge?

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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.

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Why Doesn't My Credit Card Work?

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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.

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What is the Status Of My Return Request?

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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.

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What is the Status Of My Refund Online?

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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.

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When Will My Order Arrive? I Want to Know the Exactly Time!

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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 [email protected] 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.

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Where is My Order? I Didn't Receive It. is It Lost?

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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.

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Where Can I Find My Tracking Information?

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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.

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My Item is Shipping Freight. How Do I Arrange Delivery?

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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.

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What Payment Methods Do Houzz Accept?

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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).

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What is the Houzz Trade Program?

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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 [email protected] and a member of the dedicated Custom Support team will reply to your inquiry.

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How Will I Know When My Order Has Been Shipped from Houzz?

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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 [email protected] 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.

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I Received an Incomplete Order. What is the Problem?

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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.

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I Received the Wrong Order. What Should I Do?

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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.

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How Do I Return My Order If I Don't Want It?

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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.

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Also, you can visit Houzz Official Website to get more helps, faqs and knowledge base.

About Houzz

When founders Adi and Alon remodeled their home, they started the way these projects often do: with a tall stack of magazines and referrals for home professionals from people they knew. But after those piles of torn out pages failed to make their dream a reality, they felt stuck. There had to be a better way.

So they built Houzz. A place to browse and save beautiful home photos. A place to find the right design and construction professionals. A place to connect with others who have been there too. Houzz started as a side project but has become a community of more than 40 million homeowners, home design enthusiasts and home improvement professionals—across the country and around the world.

Whether you are starting a complete kitchen remodel or just looking for the perfect bedside table, the Houzz community of homeowners and professionals is here to help. And when you are ready to start your project, Houzz is the best way to get inspired, discover products and to find and collaborate with the perfect architect, designer or contractor.