HOW DO I PLACE AN ORDER?
When you see an item you love, please specify the color, size and quantity options you prefer then click "Add to Bag." After you add an item you may continue shopping until you are ready to complete your purchase. At any time you can click on "Shopping Bag" at the top of the screen to view the items you have selected. After you have made any changes and updated the quantities as desired, click "Checkout" to finish. You will then be prompted to fill out shipping and billing information. Finish by clicking “Confirm Order.” Be sure to look out for a confirmation email in your inbox soon after.
WHEN I PUT SOMETHING IN MY SHOPPING BAG, DOES IT GUARANTEE I HAVE THE MERCHANDISE
We strive to maintain that the correct availability is reported when you select the item you would like to place in your shopping bag. Unfortunately, if another customer buys the remainder stock of your item before you make your purchase, the item will be reported as unavailable when you go to checkout. But don’t lose hope! If you still wish to purchase the item, you may contact an Echo Customer Service Associate at EchoCustomerService@echonewyork.com or call 800.327.3896 to locate the item in one of the retail stores that carry our product.
WHY WAS MY CREDIT CARD CHARGED BEFORE MY ORDER SHIPPED?
At echonewyork.com, your credit card or PayPal account is charged at the time the order is placed. This allows us to get your order processed and out the door as quickly and efficiently as possible.
Almost all of our orders ship within less than 7 days of order placement, but it sometimes takes longer. In adherence to the Federal Trade Commission and the Mail, Internet, or Telephone Order Merchandise Rule, we are required by law to ship your order within 30 days of the day the order was placed or provide a refund.
If you’re wondering where your order is or need to ask us for a cancellation, our Customer Service Team is accessible via email or phone. While they love effervescent praise, they’re happy to answer your tough questions, too, so don’t hesitate to contact them!
I SAW AN ITEM ON THE WEBSITE, AND NOW IT DISAPPEARED. WHY?
Echo lovers love to shop! Our quantities are limited and may sell out fast. If there is an item that you are interested in, but is no longer on the site or not available in your size, you can contact us at 1.800.327.3896 or email us at EchoCustomerService@echonewyork.com and we will try to help you locate it at one of our retail partners.
WHEN PLACING AN ORDER I GET AN ERROR MESSAGE STATING THAT THERE HAS BEEN AN AUTHORIZATION FAILURE. WHAT DOES THIS MEAN?
An authorization failure could mean several things. First, please be sure that all billing information is correct. You want to make sure that the zip code you entered matches the zip code on file for your billing address. Second, be sure to check the expiration date and card verification numbers on your card. Also, please be aware that we accept only Visa, MasterCard, and American Express (US Only) for credit card payment.
IS GIFT PACKAGING AVAILABLE?
Unfortunately, we do not offer gift packaging at this time, but we are always looking to make improvements and hope to offer this option in the very near future.
I GAVE A GIFT TO SOMEONE; CAN THEY EXCHANGE IT FOR SOMETHING ELSE?
If you purchased the gift on our website, they can contact customer service for online credit. Online Credit is only redeemable at echonewyork.com. They should have your first and last name as well as the email you used to buy the gift off our website. Alternatively, the gift recipient may elect to credit back the original form of payment submitted by the person who placed the gift order.
WHAT FORMS OF PAYMENT ARE ACCEPTED ONLINE?
We accept the following forms of payment: American Express (US Only), Visa, MasterCard, Paypal, ShopPay and ApplePay. Your credit card will be charged the day the merchandise is shipped. We currently does not accept checks, cash or money orders.
DO YOU CHARGE SALES TAX ON ANY ITEM?
We currently charge sales tax on deliveries to the following states: Arkansas, Arizona, California, Colorado, Connecticut, Florida, Georgia, Iowa, Illinois, Kansas, Kentucky, Louisiana, Massachusetts, Maryland, Michigan, Minnesota, North Carolina, Nebraska, Nevada, New Jersey, New York, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin, and West Virginia, as well as the District of Columbia.
The tax rate applied to your order will be the combined state and local rate for the address where your order is shipped. Shipments to any other state will not be charged tax, but please note that laws are changing quickly, which may result in a discrepancy between the above list and what you see on your order.
WHAT ARE YOUR SHIPPING OPTIONS AND RATES?
We offer Free Ground Shipping on all orders.2nd Day Shipping: Cutoff time is 2PM EST to ship orders out the same day. 2nd Day Shipping is not available for any bedding orders (comforters, duvets and pillows)
- Order total: $0 – $49.99 2nd Day shipping fee: $20.00
- Order total: $50 and over – 2nd Day shipping fee: $25.00
Our orders are shipped from our warehouse in New Jersey. When ordering 2nd Day or Next Day shipping, please note that we do not process orders on weekends or holidays.
Shipping rates are calculated according to the purchase value of your order and the type of shipment selected. Each address you instruct us to ship to, including gift-recipient addresses, is considered a separate order and is subject to applicable shipping charges.
DO YOU SHIP TO ADDRESSES OUTSIDE THE UNITED STATES?
Yes! Shipping will be automatically calculated at checkout, based on the location the order is being shipped to.
WILL I RECEIVE AN E-MAIL CONFIRMATION/SHIPPING TRACKING NUMBER?
After you complete your transaction on echonewyork.com, an e-mail containing the order confirmation number will be sent to your specified e-mail address. Once your order has shipped, you will receive an e-mail with a FedEx or UPS tracking code that will update you with the status of your shipment at any time once it ships.
WHAT SHOULD I DO IF THERE IS A SHIPPING ERROR OR I RECEIVE DAMAGED MERCHANDISE?
In the event that we processed an order incorrectly or sent an incorrect or damaged item, we will gladly replace or take back that item for a full refund at our expense. Please call us at 800.327.3896 or email us at EchoCustomerService@echonewyork.com and we will issue you a return shipping label.
CAN I MODIFY OR CANCEL MY ORDER ONCE IT IS SUBMITTED?
Unfortunately once an order has been placed, we cannot modify the order. If you wish to cancel your order, you may contact us at 800.327.3896 and if the order has not yet been processed, we may be able to cancel on your behalf.
WHAT IS THE ECHONEWYORK.COM FREE RETURN POLICY?
We guarantee our merchandise to be free of manufacturing defects and will accept any defective item for refund. For non-defective merchandise, items must be in perfect condition, in the original protective packaging, and within 30 days of your invoice date. The only exceptions to this return policy are wallpaper and indoor/outdoor product orders (including, but not limited to, decorative pillows, poufs and folding chairs), which may not be returned for any reason unless deemed to be defective. *Some restrictions apply.
Please note that all swimwear returns must have the original hang tags and hygienic liner in place to be eligible for a return. Please make sure you wear appropriate under garments when trying on merchandise. Hot tubs, swimming pools and suntan lotions may cause fading, yellowing or stains. These are not considered defects and, therefore, swimsuits may not be returned for any of these reasons.
RETURNS & CLAIMS FOR FABRIC, TRIM and WALLCOVERINGS:
- No returns for Fabric, Trimming or Wallcovering will be accepted without a written return authorization from Echo.
- Return authorization requests must include the invoice number, date of invoice and reason for the return. All requests for return and credit must be made within 30 days of the invoice date.
- Fabric cannot be returned for credit after it has been cut. Yardage must be inspected for flaws and correctness of pattern, color, quantity and quality.
- Fabric cannot be returned for credit if it has been processed by the purchaser in any way.
- No returns or cancellations will be accepted on any custom product or special order items once the order is in production.
- Since color variations often cannot be avoided from one dye lot to another, we will not issue a credit for dye lot variations. If an exact match is required, please request a reserve and cutting of current stock for approval prior to shipping.
- Echo cannot be responsible for damages to fabric, carpet or furniture that occurs in transit, storage and delivery. All shipments are F.O.B. Warehouse.
- Any authorized returns for 1st quality merchandise or any refused shipments are subject to a 25% restocking fee and all freight charges.
- Merchandise Credits are non-transferrable and may not be redeemed for cash or applied as a payment to any account. Except as otherwise required by law, merchandise credits expire twelve (12) months from the date on which such credit is first issued.
HOW LONG DOES IT TAKE TO RECEIVE MY REFUND?
You can expect your refund/exchange to process within approximately 14 days of us receiving your merchandise. Your banking institution may require additional days to process and post this transaction to your account once they have received the refund information from Echo. Please allow 1-2 billing cycles from the day you return your package for your account to be credited.
HOW DO I CHANGE MY LOGIN INFORMATION?
You can update stored information in your account at any time. To view or change your existing account information, password or subscription status, please sign in to “My Account” using your current e-mail address and password, you can edit any of your saved account information.
CAN I SEE A RECORD OF MY TRANSACTIONS?
As we have moved over to a new platform, only transactions made after August 1st, 2016 will be viewable online. Rest assured though that all of your order history is still available with our Customer Service representatives should you have any questions. For transactions that were made after August 1st, 2016 you can check your order history online in the 'Recent Orders' area of your account. All of the details regarding these purchases will be conveniently stored for you in an organized listing.
HOW DO I JOIN THE ECHO MAILING LIST TO STAY IN THE KNOW?
To keep up with all the latest on new product, events, and promotions, join our email list entering your email address into the subscription box in the footer and click subscribe.
If you ever wish to unsubscribe from promotional emails, go to "My Account" and sign in with your current email address and password. Click "Newsletter Subscriptions" and you can edit your subscription status. You will still be able to receive Order Invoice and Shipping Update emails pertaining to your order if you opt out of the Newsletter.
I'M HAVING PROBLEMS WITH THE WEBSITE, WHAT DO I DO?
Please email us at EchoCustomerService@echonewyork.com, and we’ll see if we can fix the problem as soon as possible. If you are experiencing problems with shopping on our site, we truly appreciate your input and feedback. Please include the issues you had as well as what browser you are using (Chrome, Firefox, Safari, Internet Explorer, etc.)
I HAVE A STORE — HOW DO I CARRY ECHO'S PRODUCT LINES?
Apply for a wholesale account through our wholesale portal - https://echoB2B.com/
WHAT IF I HAVE A QUESTION?
We will do our best to answer any questions that you may have. E-mail us at EchoCustomerService@echonewyork.com or call us at 1.800.327.3896 (9:00-5:00 Monday-Friday Eastern Time). We aim to respond to e-mails within 1-2 business days.
WHAT IF I HAVE A MEDIA OR PRESS INQUIRY?
For marketing and media inquiries please contact Press@echodesign.com