OUTSTANDING CUSTOMER SERVICE
Molecule Design Online strives to offer great customer service. We offer the same personalized services that we do at our brick & mortar location and make sure you receive your order in perfect condition.
At Molecule-Design-Online.com, we offer stunning, trendy, high-quality contemporary design collectibles as well as affordable design products from some of the best international and national design brands, including beautiful artwork from our amazing New Mexico artists. We are proud to work with award-winning makers. We also keep continuously curious so we can share some fresh ideas about art & design with you.
We communicate with you every step of the way, until you receive your items, minimizing the headaches typically encountered in the industry with lost packages, delayed fabrication schedules, or damage in transport. We check for inventory availability on the spot to communicate with you about scheduling flows and delivery.
By working directly with the manufacturers, we can inform you when the company has discontinued any products, changed pricing, or introduced new ones. This happens on an annual basis when the manufacturer reviews production. You will be informed of the available options, colors, sizes, fabrics and materials. Rely on us for your product orders, we’ll simplify the process for you. Our goal is to do our best.
Don’t hesitate to contact us. We’ll be glad to help you with any product needs or the ordering process.
We use encrypted SSL security to ensure that your credit card information is 100% protected.
For large items, the freight carrier will call you to set up an appointment. You will need to be present and responsible to receive your order. Upon delivery, any boxes left outside without your inspection, will not be considered if damage is present. Steps you need to take:
- Inspect your order for freight damage. If any, take pictures immediately.
- Note damage and sign the carrier receipt. You will keep a copy.
- If this is neglected, a replacement, refund or claim cannot be processed by either manufacturer or retailer.
- Keep packaging materials if damage occurred.
GENERAL TERMS / CONDITIONS OF SALE: All sales are final. Ordered goods can be replaced if received damaged and if the store is notified upon delivery, with pictures of damage, and packaging. If the store is not notified within 3 days, a replacement cannot be processed. This policy does not apply to minor variations natural to handcrafted products. SPECIAL ORDERS from any of Molecule's brands are not returnable. RETURNS will incur a 25% restocking fee and shipping charges. Refunds are generally not provided, although, on special occasions, a returned good can be processed as a credit. We will accept cancellation of your order for items that have not shipped or that are on backorder. Once an item has shipped, cancellation is not possible, no exceptions. All products sold by MOLECULE LLC are under manufacturer's warranty. MOLECULE LLC doesn't accept any responsibility for the wrong use of any products offered. Warranties don't cover any damage due to the wrong use of products.
Molecule is not responsible for shipments once processed. If the Receiving your Order steps have not been followed, a replacement cannot be processed.