1. How Can I Cancel an Order?  

The process is straightforward: please email returns@distinctmirrors.com.

2. What's The Time Window For Canceling?  

• Time-Sensitivity: Aim to email us within 24 hours of placing your order to prevent the generation of a shipping tracking number. This way, we can cancel your order before it ships, no questions asked.
• Merchant Processing Fees: Why Quick Action Benefits Both of Us We understand that plans change. However, each order initiates a series of events that, unfortunately, come with some non-refundable costs for us.  Suppose you decide to cancel an order after the payment has been processed. In that case, we're subject to a merchant processing fee ranging from 1.5% to 3.5% of your purchase. It's a charge that doesn't serve you or us any good, so let's avoid it by acting quickly. If you're considering canceling, the sooner you initiate it, the more likely we can sidestep these additional fees.

3. What If My Order Has Already Shipped?  

Unfortunately, if your package is already on its way, we must treat it as a return. Our non-defective return policy will provide the guidelines you'll need to follow.

4. How Do I Know My Cancellation Was Successful?  

Rest assured, we'll send you a confirmation email from one of our returns specialists. This will serve as your proof of cancellation.

5. What Information Do You Need From Me For A Cancellation?  

To expedite the process, kindly include your order number, name, address, and the email address associated with the order when you reach out.

6. What About Custom Or Made-To-Order Products?  

Once an order for custom or made-to-order products has been acknowledged, it cannot be canceled. We appreciate your understanding on this matter.

7. I Haven't Received A Confirmation Email. What Should I Do?  

Don't hesitate to contact us if you are still waiting to receive an email within a reasonable timeframe. We're here to help and will make sure to sort it out.

8. Are There Fees For Canceling An Order?  

No fees will be incurred if you cancel before a shipping tracking number has been generated. You're in the clear at that stage.

9. Is Canceling Bulk Orders Any Different?  

The procedure remains the same for bulk orders. However, we urge you to reach out quickly due to the larger quantities involved.

10. Can I Modify My Order Instead Of Canceling?  

Absolutely. If you'd like to make any changes, email us quickly. But remember, changes will no longer be possible once a tracking number has been generated.

So, You Missed The 24-Hour Window. Don't Worry, We're Here To Help: 

• Life happens, and plans change. All orders canceled after 24 hours are subject to a $50 administrative fee, whether or not your order has shipped.

• This nominal fee covers the costs associated with merchant fees and staff members locating and processing the cancellation of your order.

Shipping Procedures and Timelines

We offer shipping across the 48 contiguous states. We ship your order directly from our warehouse with the most reliable freight carriers. We make every effort to ensure that delivery of your order is in satisfactory time and condition; however, we are not responsible for delays in transit beyond our reasonable control.

Items under 100 lb. are shipped via Parcel Carriers (UPS, FedEx, USPS, DHL, etc.). Items over 100 lb. ship via common carrier (LTL). We ship your order within 1-2 business days. Transit/arrival times are expected within 5-7 business days, depending on location. We'll provide a tracking number after the item(s) ships so customers can track it online or by phone. The freight company will contact the receiver to schedule a delivery date and time.

Delivery Policy

All deliveries are curbside only. The freight company is responsible for unloading your items from the truck/trailer but will not deliver inside your property. We highly recommend arranging assistance to move the items indoors after drop-off.

1. How Do I Return A Product If It Doesn't Meet My Expectations?   

If you're not thrilled with your purchase, you can initiate a return for a refund, exchange, or store credit by emailing returns@distinctmirrors.com within 30 days of delivery.

• In order to receive a refund, make an exchange, or receive store credit, all products MUST be returned Unused, Unassembled, and Undamaged in their original factory sealed packaging with all original:

1. Tags Still Attached
2. Catalogs
3. Instructions
4. Warranties 

2. Is There A Deadline For Initiating A Return?

Yes. You have 30 days from the delivery date to initiate a return. After that, unfortunately, we cannot accept any returns.

3. What Happens To My Refund When I Return A Product?

*** RESTOCKING FEE DISCLOSURE: A 25% Restocking Fee Applies To All Returns ***

• Your refund will be your purchase price minus this 25% restocking fee, provided the returned Product passes our inspection

• Any Expedited Shipping Charges are non-refundable after a return

• To qualify for a refund, the item must be unused, unassembled, undamaged, and in its original condition

• We understand that extra fees are not ideal. Still, this policy is essential to maintain our high service standards for all customers

4. What Does The 25% Restocking Fee Cover?

Hey, we get it—returns can be a hassle. The 25% restocking fee (labor and special handling fee) isn't something we love either.

Still, it helps us cover the behind-the-scenes stuff, like our administrative costs, inspecting the item, and getting it ready for the next customer. It's all part of ensuring we can continue offering you top-notch products without skipping a beat.

5. Who Covers The Cost Of Return Shipping?  

Distinct Mirrors is delighted to offer complimentary shipping to get your new mirror to you as a token of their appreciation for your business. However, should you decide to make a return, the costs for shipping the item back—including packaging and any applicable insurance—are your responsibility.

6. What Happens If My Return Gets Damaged During Shipping?  

Suppose the returned item arrives damaged due to inadequate packaging on your end. Unfortunately, we cannot issue any refunds for that case. We strongly recommend sturdy, secure packaging to ensure a smooth return process.

7. What's The Best Way To Package My Return For A Smooth Process?

For a seamless return process, please use either the original packaging or have it professionally packaged by your shipping provider. And let's not overlook details: clearly mark the RA# on the package to expedite things on our end.

8. Interested In A Replacement Mirror Instead Of A Credit?  

Certainly, we can facilitate that for you! To proceed with a replacement, please email returns@distinctmirrors.com. Note that a new order must be placed for the desired replacement item. We're here to make the process as seamless as possible for you.

9. How Do I Get A Return Authorization Number (RA#)?

Email returns@distinctmirrors.com to request an RA#. Follow the instructions you'll receive via email.

Items returned without an RA number will not be accepted.

10. Is There A Time Limit On Using My Return Authorization Number?

Yes, return authorizations expire 30 days from the date of issuance. After that, the number's no longer valid, so make sure to ship it back within that window to avoid any complications.

1. What Should I Inspect Upon Delivery?

When you bring the shipment into your home or business, please carefully inspect each item for any visible or concealed damages as soon as possible. If the damages are noted on the proof of delivery, we will be able to accommodate replacements if reported within 48 hours of the delivery receipt.

2. How Do I Report Damage Found Upon Delivery?

To initiate a return, please send an email to returns@distinctmirrors.com or call us at 1 (877) 887-7373

3. How Soon Do I Need To Report Any Damages?

You MUST report any damages within 48 hours of delivery. Failing to do so may result in the denial of your return claim.

4. What If I Discover Damage After The delivery Is Completed?

If damage is noticed after the driver has left, initiate the return process within 48 hours of delivery. You'll need to prepare a brief description of the damage and pictures depicting the damage and the packaging.

5. Can I Move Or Send Back The Damaged Item?

No, Do Not move the product from its original location or send it back to Altair unless instructed. The carrier may need to perform a claim inspection.

6. Will Altair Cover Any Third-Party Charges?

No. Altair Will Not cover any third-party charges incurred for storage or delivery of product(s).

7. What Happens If A Return Is Necessary?

Altair may request the item be returned. A Return Authorization Number (RA#) and specific instructions will be emailed to you.

8. How Will Delivery Charges Be Handled For A Damaged Product?

If you receive a product damaged during shipping, Altair Design will provide detailed guidance on how to proceed. You will receive an email from Altair Design with further instructions regarding handling delivery charges and the return process for the damaged item.

9. What Should I Include In A Return Involving Damaged Items?

Please include photos of the damage and follow the emailed instructions for returning the product(s).

10. What Is The Expiration Date Of The Return Authorization?

The return authorization expires 30 days from the issue date.

Altair is not responsible or liable for property damages during transit on customers' pick-ups and after installation/operation of the unit. Please exercise best practices for installing the unit and check all connections for water leaks before normal operation. Installation/item transit might adversely affect the integrity of the included piping. Make your purchase ahead of time to allow sufficient transit time and coverage in the case of any eventualities (i.e., damaged item/exchange).

We are in no event liable or responsible for any injury, loss, damage, liability, debt, cost, expense, charge, or fee of whatever nature incurred or suffered by the Purchaser or any successor or customer of the Purchaser, whether direct or indirect, incidental or consequential, or in any other manner, in connection with the purchase, use, or any resale of the goods.

Altair Design's One-Year Limited Warranty

At Altair Design, we take pride in the quality of our products. We provide an exclusive One-Year Limited Warranty on all our products to demonstrate our commitment to you, our valued customers.

Coverage Details:

• Duration: This warranty covers all defects in materials and manufacturing for one (1) year, starting when the Product is shipped.
• Eligibility: The warranty is valid only for the original Purchaser who buys the Product from an authorized Altair Design dealer.
• Usage Conditions: The warranty applies solely to products used in a normal residential setting within one year.

We stand behind our products and assure you of their quality. This warranty is a testament to our dedication to your satisfaction.

Use our chat feature to ask questions

Call during our business hours: 9 am - 7 pm ET I Mon - Fri

Phone number: 1 (877) 887-7373

Email: info@distinctmirrors.com

Corporate Address: 4245 N Central Expressway, #490 Dallas, TX 75205