Frequently Asked Questions
Frequently Asked Questions
- Product Selection
- Creating an account with Rezort
- Payment related questions
- Checking your order status
- Problems with your order
Product Selection
Can I shop by seller as well as by category in the Rezort Market Place?
Yes. Every seller has a storefront that you can visit to learn more about them and their listings. You will find a link to the seller’s storefront on each listing.
How do I know the items for sale are authentic?
What differentiates Rezort from other online marketplaces is that we carefully select who can become a seller. Not only we submit each application to a meticulous screening process, but we also set limits on the amount and the kind of products sellers can list at the marketplace so that we can keep standards high and maintain a mood of exclusivity on our site. Consequently, most of our pieces are one-in-a-kind. Furthermore, we hold our sellers accountable if a product does not match its description.
Who curates the product selection at Rezort?
Our product curators are people of refined taste with a background in design and sizable world traveling experience. In a collaborative effort, they carefully select each product featured on our web platform.
How do I find a Rezort store front or catalog?
Unfortunately, we do not have a catalog or a store front yet. We may have in the future. Stay tuned using our newsletter, and we will keep you informed as we progress.
Do you price match with competitors?
Since our products are for the most part one-of-a-kind luxury items, price matching cannot be part of our business model.
Do you honor price adjustments?
Please contact the Rezort Customer Care department in regards to price adjustments.
Creating an account with Rezort
How do I sign up?
- Click on “Log in” on the top right corner of the navigation menu. You will be redirected to a login page.
- Click on “New Customer? Sign Up” at the bottom of the form.
- Fill in the new form that will pop up with your information and click on "Create Account" button.
How safe is my information when I create an account?
To enhance your shopping experience and properly handle the processing, payment, and shipment of your orders, Rezort collects and stores information such as your address, phone number, email, and order history. This information is encrypted and stored securely. We do not store your credit card or other payment details.
How do I update my password, email, shipping address, and billing information?
You can update your account details in the Account Information section in Your Account anytime. Please note that if you update your shipping address, this will affect future purchases only.
I forgot my password to log in. How can I request a new one?
- At the “Log in” page, click on “Forgot your password?”
- Follow the on–screen instructions to reset your password. We will send you an email with a link to reset your password.
How do I unsubscribe or reduce the frequency of emails?
You can modify your email frequency or unsubscribe from our email list completely at the email preferences section of Your Account. You can also access this section following the unsubscribe link at the bottom of our emails.
You may continue to get emails while we process your request. Thank you for your patience and understanding.
Unsubscribing does not affect your ability to log into your account or prevent you from getting emails related to your purchases.
How can I change my email preferences?
You can update your email preferences by visiting the Email Preferences section in Your Account. Simply select the emails that match your interests and click on "Save Changes."
Why am I still receiving emails after I unsubscribed?
Unsubscribe requests can take up to one week to process. If after one week you continue to receive sale emails from Rezort, please contact the Rezort Customer Care department.
How do I change my shipping address?
- Log into Your Account
- Click on View Addresses under the Account Details section of Your Account, which shows your primary address.
- Click on Add a New Address
- Mark the Set as default Address box to set this new address as your primary delivery address.
Please note that this will update your shipping address for future purchases only. If you have pending, unshipped orders, for which you need to change their shipping address you can do so in your Order History.
How do I change the shipping address for an existing order?
Once an order has shipped, you cannot change its shipping address. If your order hasn't shipped yet, please visit your Order History and update the shipping address for your order. If you do not know your order number, you can find it on your order confirmation email.
How can I add a new address?
- Log into Your Account
- Click on View Addresses under the Account Details section of Your Account, which lists your primary address.
- Click on Add a New Address.
- Fill in the form and confirm.
How do I edit or delete an existing address?
- Log into Your Account
- Click on View Addresses under the Account Details section of Your Account, which lists your primary address.
- Choose the address you want to change and click on Edit address.
- Fill in the form and confirm.
How do I delete an existing address?
- Log into Your Account
- Click on View Addresses under the Account Details section of Your Account, which lists your primary address.
- Choose the address you want to remove, click on Delete and confirm.
Payment related questions
What methods of payment do you accept?
We take payments through all major debit and credit cards: VISA, MasterCard, American Express, and Discover, as well as through PayPal. At this point, we do not take payments via check or direct deposit.
When will I be charged for my order?
The charge occurs at the moment of confirming an order.
Is there a limit on PayPal orders?
Yes, $20,000.
Do you accept international credit cards?
Yes, as long as they bear a VISA, MasterCard, American Express, or Discover logo. Keep in mind that your issuer bank may impose foreign transaction fees to your purchase.
Can I pay using my local currency?
All charges are in US dollars. Should your payment originate from a non-US account, the charge will be in your local currency at the exchange rate set by your issuer bank at the moment of placing an order.
How do I apply the balance of a gift card to my order?
At checkout, enter the gift card number and Pin under the Payment Method section. You can find the PIN at the back of the card under the scratch off label. Once entered, click “APPLY.”
How do I change my payment method for an order?
Once you complete an order, the payment method cannot change. We can always charge a new card then issue a refund on the original card. Please write the Rezort Customer Care department or call at 1-888-646-9492. Do not forget to include your order number. We will send you a payment request online. Once you pay this, we will issue a refund for the previous charge.
Rezort was unable to process a charge to my credit card. What should I do?
Please try with a different card or contact your issuer bank to make sure that they are not blocking the transaction.
Checking your order status
How do I check the status of my order?
1. Visit the Order History section in My Account.
2. Once there, click on the order number to see its status on the top right corner. If you do not know your order number, you can find it on your order confirmation email.
Please note that after an item ships, it can take up to 24 hours to appear on the carrier's tracking system.
Where can I see my previous orders?
At the Order History section of My Account.
Can I add items to an existing order?
No, you cannot add items to existing orders. You are always welcome to place a new order on our site.
How can I track my package(s)?
Once your order has shipped, you will find the tracking number and the name of the carrier underneath the Tracking Section within your order details:
- Visit the Order History section in My Account.
- Click on the order number. If you do not know your order number, you can find it on your order confirmation email.
- Using the tracking number, check the shipment status directly at the carrier company’s website. Please be aware that it may take up to 24 hours for your tracking number to return any information.
What are your shipping rates?
Shipping rates will vary depending on the product size, the country of origin and your country and residence.
What are the handling fees?
These fees cover the administrative costs incurred by Rezort in processing a transaction.
If I order more than one item, will they arrive in the same box?
Not necessarily. If you order included items from different sellers, your purchases will ship separately. Likewise, even if all your purchases come from the same seller, some sellers choose to ship certain items directly from the manufacturer, and thus your order may arrive in more that one shipment.
To verify which items shipped separately and see the assigned tracking numbers as well as the estimated arrival date for each item in your order, review your order details in your Order History. If you do not know your order number, you can find it on your order confirmation email. You can also find this information on the shipping confirmation email of your order.
Is sales tax charged on shipping and handling fees?
Depending on where from the order ships, sellers may charge a sales tax on the order subtotal, shipping, and handling fees at the applicable country rates.
Why does furniture take longer to arrive?
Oversized packages such as furniture take longer due to the logistics involved in shipping large pieces. Moreover, delivering these items requires an in-home appointment with a white-glove delivery company.
You can check the estimated arrival date by reviewing your order details:
- Visit the Order History section in My Account.
- Click on the order number. If you do not know your order number, you can find it on your order confirmation email.
Once you receive a shipping confirmation email, a shipping company representative will contact you within two to three weeks to schedule a delivery time within the estimated arrival date range for your item(s).
Does Rezort have a white-glove delivery service?
Yes. Rezort contracts the services of third-party white-glove or entry-way delivery companies to deliver most furniture and items that are oversized, heavy, fragile or one of a kind to ensure that they arrive safely.
What is white-glove delivery?
White-glove delivery provides in-home delivery as well as light assembly (for instance, attach legs or insert hardware) and removal of all packaging materials. Since white-glove deliveries require granting entry to the carrier company personnel, arranging an appointment becomes necessary.
How do I prepare for delivery?
Upon shipping of your purchased items, Rezort will send you a shipment confirmation email with an estimated arrival date and assigned tracking numbers. This information will also be available within the Order History section in My Account.
Should an item require white-glove or in-home delivery, the carrier company will contact you to schedule an appointment. Please make sure you are ready:
- Deliveries usually take place on weekdays between 8:00 AM to 5:00 PM. Weekend deliveries depend on the carrier.
- An adult must be present at your home during the delivery window. The delivery window will vary depending on your location. Usually, there is a four-hour window, but it may be greater.
- You may incur additional fees for missing an appointment or making a last-minute change.
- On the day of your appointment, make sure the walkway and the area where you’d like the item placed are clear.
- The carrier personnel will not move existing furniture to make room for the new item. They will not remove unwanted furniture or make any modifications to your home either.
IMPORTANT: Thoroughly inspect your item(s) once they are unwrapped and before signing any delivery forms. Should you find damage, you have the right to refuse delivery. In that case, make sure to write down the details on the delivery service’s paperwork, and call us at 1-888-646-9492.
When will I be contacted to schedule my furniture or white-glove delivery?
Two to three weeks after you receive a shipping confirmation email for your purchased item(s).
How long will it take for my order to arrive?
Delivery depends on shipment origin. You can check the estimated arrival date by reviewing your order details:
- Visit the Order History section in My Account.
- Click on the order number. If you do not know your order number, you can find it on your order confirmation email.
Problems with your order
Can I update a completed order?
No, but depending on the seller, you may cancel an order that hasn't shipped yet and then repurchase. Please consult each shop's return and exchange policy. You can find a link next to each order on your Order History.
How do I cancel an order?
Please consult each seller’s return and exchange policy. You can find a link to these next to each order on your Order History.
I received a damaged item. What should I do?
Please contact the seller first.
- Visit the Order History section in My Account.
- Once there, click on the order number. If you do not know your order number, you can find it on your order confirmation email.
- Click on contact the seller to open a contact form.
- Choose damaged item.
Should you not receive a response from the seller within 72 hours with instructions on how to proceed, please write the Rezort Customer Care department directly. Don’t forget to include your order number as well as a detailed explanation of the conditions in which you received the item.
For items delivered via our white-glove service, you can refuse the item if you find any damage or quality issues. Make sure to write down the details on the delivery service's paperwork, and call us at 1-888-646-9492.
I am missing items from my order. What should I do?
Please note that If you order included items from different sellers, your purchases will ship separately. Similarly, some sellers choose to ship certain items directly from the manufacturer, and thus your order may also arrive in more that one shipment.
Visit your Order History and review your order details to verify which items shipped separately and get their assigned tracking numbers. If you do not know your order number, you can find it on your order confirmation email. You can also find this information on the shipping confirmation email of your order.
If all the shipments have been marked as delivered on your order and you are still missing items, please use the tracking number of the missing item to track its status at the carrier company's website. Please note that it may take up to 24 hours for your tracking number to return any information.
Should you be unable to track a missing item or you find its status as delivered, but you are still missing it, please contact the seller directly.
- Within the order details, click on contact the seller to open a contact form.
- Choose "Missing Item." Explain which item didn’t arrive.
Should you not receive a response from the seller within 72 hours with instructions on how to proceed, please contact the Rezort Customer Care department directly. Don’t forget to include your order number and the tracking number of the item that you didn’t receive.
I received the wrong item. What should I do?
Please contact the seller first.
- Visit the Order History section in My Account.
- Once there, click on the order number. If you do not know your order number, you can find it on your order confirmation email.
- Click on contact the seller to open a contact form.
- Choose "Wrong Item."
Should you not receive a response from the seller within 72 hours with instructions on how to proceed, please contact the Rezort Customer Care department directly. Don’t forget to include your order number as well the name of the item that you did not receive and the name of that which you received instead.
For items shipped via our white-glove delivery service, you can refuse the item that does not match your order. Make sure to write down the details on the delivery service’s paperwork, and call us at 1-888-646-9492.