Frequently Asked Questions

Click on one of the questions below to see its answer.

Customer Service
Do you customize any products for individual customers?
How do I care for my outdoor statues and fountains in the winter?
How do I care for my bronze statue?
How do I hang my wall sculpture and why doesn’t my item come with mounting hardware?
How can I contact a customer specialist?

Shipping & Payment Information
What is the standard delivery time?
Do you have express delivery service?
How much will I pay for shipping?
What is freight delivery?
Do you offer any type of payment plans?
Do you charge sales tax?

Returns and Exchanges
What is your return and refund policy?
What do I do if my order arrives damaged?
Who pays for reshipping costs on an exchange?
Do I need a return form in order to return items?
How long is a return/exchange valid for?

Business-to-Business
What kinds of business-to-business partnerships do you have?
How can I start my Trade/Business account with you?

Catalogs
How long does a catalog take to arrive at my house?
Do catalog discounts apply to online orders?
I want an item from a previous catalog. Can I still order it?
Can customers order products that are not in the catalog?

Security & Privacy
How do I know if your website is secure?
Is my credit card information secure?
What does this "warning" window that comes up in the ordering process really mean?



Do you customize products for individual customers?

Answer:
If an item can be customized, it will be stated in the item's description.

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How do I care for my outdoor statues and fountains in the winter?

Answer:
A PDF of Winter Care Instructions for Design Toscano outdoor products can be found and downloaded here.

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How do I care for my bronze statue?

Answer:
A PDF of bronze care and cleaning can be found and downloaded here.

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How do I hang my wall sculpture and why doesn’t my item come with mounting hardware?

Answer:
Appropriate mounting hardware will depend on the surface you mounting to (ie drywall, brick, stone, plaster, etc.). Consult your local hardware or home improvement store for the best hardware for your application. A PDF of wall hanging instructions can be found and downloaded here.

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How can I contact a customer specialist?

Answer:
Customer specialists can be reached 7 days a week:
Monday through Friday: 8:00 a.m. — 6:00 p.m. (CST)
Saturday: 8:30 a.m. — 5:00 p.m. (CST)
Sunday: 10:00 a.m. — 6:00 p.m. (CST)
Call 1-800-525-5141 to speak with a representative.

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What is the standard delivery time?

Answer:
Standard Delivery
In Stock Items
we ship product directly from our warehouse. Most items ship via UPS or USPS and will arrive within 5-7 business days of the shipment date.Our standard carriers require a street address. Items ordered together do not always arrive together. All standard delivery changes will be applied to the first of multiple shipments. Standard delivery items will only be billed upon shipment. Shipping/Handling charges apply to each additional delivery destination. See above for standard shipping & handling fees.

Backorder Items
If an item(s) is on backorder, an expected due date to our warehouse is shown for the item. If ordering by phone, your Customer Service Representative will provide that information to you; you will also be notified by mail if your item(s) is backordered for more than 30 days. To obtain an update on a backorder status, please email us at customerservice@designtoscano.com, or call 1-800-525-5141.

Freight Delivery
Some large, heavy or bulky items require delivery by truck/motor freight. Those items are marked with the truck icon.

Some heavy or oversized items may require additional shipping/handling charges. This amount is indicated in (parentheses) next to the item price and is in addition to our regular shipping charges.

Delivery available Monday – Friday, during normal business hours, to the 48 contiguous United States only. All truck/motor freight deliveries are to the first door of the building only. Delivery times are generally scheduled within a 4-hour window. The carrier will contact you directly to schedule an appointment, so please provide us with a daytime phone number.

Direct Shipped Items
Some larger statuary items and framed art are "direct or drop shipped" to you by our manufacturers, so additional delivery time is required. Please allow 2-5 weeks for delivery.

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Any express delivery services?

Answer:
Rush Delivery (2-3 business days)
For an additional shipping charge we can ship most in-stock items via Rush delivery (2-3 business days for delivery). Please contact us for a ship quote at 1-800-525-5141. Orders must be quoted and approved by 1:00 p.m. (CST) to ship that day (subject to credit card approval).

Overnight Delivery
For an additional shipping charge we can ship most in-stock items via Overnight delivery (orders placed on Friday will not arrive until the following Monday). Please contact us for a ship quote at 1-800-525-5141. Orders must be quoted and approved by 1:00 p.m. (CST) to ship that day (subject to credit card approval).

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How much will I pay for shipping?

Answer:
Click here to view shipping and handling charges.

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What is Freight Delivery?

Answer:
Freight Delivery
Some large, heavy or bulky items require delivery by truck/motor freight. Those items are marked with the truck icon.

Some heavy or oversized items may require additional shipping/handling charges. This amount is indicated in (parentheses) next to the item price and is in addition to our regular shipping charges.

Need a hand? White glove service is available for an additional charge. Design Toscano’s white glove service will bring your new treasure inside, unpack it, and remove packaging materials. Call customer service at 1-800-525-5141 or email us at customerservice@designtoscano.com for a quote.

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Do you offer any type of payment plans?

Answer:
We currently do not offer any payment plans.

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Do you charge sales tax?

Answer:
We are required to collect sales tax for shipments into the following states:
State of California at a rate of 7.5%
State of Illinois at a rate of 10%
State of Kentucky at a rate of 6%
State of New Jersey at a rate of 7%
State of Utah at a rate of 7.1%
Taxes are calculated for each ship-to address total.

For non-profit tax exempt organizations, please call 847-952-0100 ext. 301 to receive your tax exempt status before placing an order.

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What is your return and refund policy?

Answer:
If you are not satisfied with your purchase, it must be returned within 60 days in order to receive a refund or exchange. Please note that you are responsible for the safe return of merchandise and for all shipping costs. Shipping charges are non-refundable unless the return is the result of our error. Once an item is shipped, we are unable to cancel the order. Shipping and handling charges are not refundable if shipment is refused. Customized and personalized items are non-refundable.

To Return an Item:
Please follow the instructions on the back of the packing slip.
Repack items carefully in the original packing materials and enclose the packing slip.
For your protection, returned packages must be insured for the value of your merchandise.

Send to:
            Design Toscano
            1400 Morse Avenue
            Elk Grove Village, IL 60007

If you paid by check or money order we will issue a refund check. If you paid with a credit card, we will credit your credit card account.

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What do I do if my order arrives damaged?

Answer:
If an item is received damaged, please notify our Customer Service Team toll free at 1-800-525-5141 within 24 hours so that a claim can be processed.Please hold the original carton and damaged merchandise for inspection; otherwise no claim, replacement or refund can be honored.

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Who pays for reshipping costs on an exchange?

Answer:
The customer is responsible for all shipping charges, unless the exchange is a result of our error.

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Do I need a Return Authorization form in order to return items?

Answer:
No, but using the return authorization form will help to speed up the return process. A return authorization form (located on the back of your packing slip) should have come with the item when it was shipped. If you do not have a packing slip, please provide us with your name, address, phone number, and instructions regarding the return on a sheet of paper and enclose with the return. Please include your order number.

Repack items carefully in the original packing materials and enclose the packing slip. For your protection, returned packages must be insured for the value of your merchandise.

Send to:
            Design Toscano
            1400 Morse Avenue
            Elk Grove Village, IL 60007

If you paid by check or money order we will issue a refund check. If you paid with a credit card, we will credit your credit card account.

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How long is a return/exchange valid for?

Answer:
If for any reason you are not satisfied with your purchase, please return it within 60 days for a refund or exchange.

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What kinds of Business-To-Business partnerships do you have?

Answer:
Toscano trade clients include thousands of businesses from over 30 countries. The list below includes the types of Trade customers who have partnered with us:
  • Web-based Retailers
  • Retail Resellers
  • Interior Designers
  • Churches
  • Custom Projects
  • Restaurants/Banquet Facilities
  • Hotels/Conventions
  • Volume Purchasers
  • Landscaping/Garden Centers
  • Zoos
  • Schools
  • Residential & Commercial Developers
  • Renaissance Faire Dealers
  • Corporate Gifts
  • Corporate Office Design
  • Museums
  • Movies and Theatre
  • Custom Statuary (Materials: Resin, Marble and Bronze)
Please see the section below on starting a Trade/Business Account.

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How can I start a Trade/Business account with you?

Answer:
If you are interested in applying for our Trade Program, please provide the following information:
On your business letterhead include purchaser information, along with your name, address and phone number(s) and email address of the contact person for the account; and your business license and/or resale Sales Tax I.D. Certificate imprinted with your company's tax I.D. number on it. If your business has tax exempt status, please call 847-952-0100 ext. 301 to receive your tax exempt status before placing an order.

Once we receive your information, and it is approved, we will assign you a customer account with Trade status and the Trade Department will contact you either by phone, email or fax with your account number and information regarding Trade pricing.


You may send this information via email Trade@DesignToscano.com or fax 1-847-952-8992 or mail your information to:

                Design Toscano
                Attn: Trade Department
                1400 Morse Avenue
                Elk Grove Village, IL 60007

If you have questions please contact us at Trade@DesignToscano.com or fax us at 1-847-952-8992 or call 1-847-952-0100, and request to speak with the Trade Department.

All of the content on our websites, including, but not limited to, all of the page headers, images, illustrations, graphics and text, are subject to trademark, copyright and/or other intellectual property rights or licenses held by Design Toscano. All content on www.DesignToscano.com is copyrighted as a collective work under U.S. copyright laws.

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How long does a catalog take to arrive at my house?

Answer:
When you request a catalog, whether it is from www.DesignToscano.com or from our toll free number 1-800-525-5141, it should arrive within 2 weeks.

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Do catalog discounts apply to online orders?

Answer:
Yes, discounts from the catalog do apply to online orders. Use your priority code in the pink box on the back of your catalog at checkout to receive the discount.

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I want an item from a previous catalog. Can I still order it?

Answer:
You can order most items from previous catalogs as long as they are still available on our website. Check for availability by entering the product number in the search box (located on the top of each page.) If your search does not turn up the product you are looking for, email us with as much information regarding the product as you can to:customerservice@designtoscano.com. or contact us at 1-800-525-5141 and we will try and find it for you.

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Are other products available that have not been shown in our catalog?

Answer:
We have an extensive selection of products, some of which can only be found online and some that were previously featured in one of our catalogs. Please be sure to browse our website periodically as items are frequently added. Design Toscano is pleased to offer you one of the most diverse and comprehensive collection of statues and sculptural décor in the nation.

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How do I know if a website is secure?

Answer:
When buying something on the Internet, there are three things to be certain of:
1. The data you send is strongly encrypted.
2. The site you're doing business with is the correct site.
3. The site you're doing business with processes your credit card and address information in a safe and responsible manner.

Points 1 and 2 are taken care of by SSL (Secure Sockets Layer), the industry standard security protocol that the Design Toscano site uses to communicate with secure browsers like Internet Explorer, Chrome, and Safari. When communicating with a secure server like ours, these browsers encrypt the information you send in a way that is extremely difficult for anyone else to decode. (You don't have to know whether your browser supports secure transactions--if it doesn't, you won't be able to complete the checkout process.) Many security experts say the most important thing is what happens once the merchant receives your order.

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Is my credit card information secure?

Answer:
We have taken many steps to ensure the security of your transactions. Some of them involve adopting industry standards. (For example, the secure connection between your browser and sensitive portions of our site uses industry standard encryption.) Some of them are exclusive to us. (For example, we employ an outside company to build extra firewalls of all our customer databases.) At Design Toscano we use a SSL Web Server Certificate. This ensures that your information sent to our web server is encrypted and scrambled, making it secure.

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What does this "warning" window that comes up in the ordering process really mean?

Answer:
On some browsers, this window can be a bit intimidating. But it simply means that you're entering the safest, most secure area of our website. This is reassuring because credit card transactions take place here. Going from secure mode to insecure mode, you'll likely receive another similar alert message, in order to make sure you know what's taking place.

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