Important Customer Information

 

PLACING ORDERS AND CHECKING ORDER HISTORY AND STATUS

We are pleased to announce that, effective October 26th, 2017 you are now able to check your order history on all Duralee orders (except Duralee Furniture and Clarke & Clarke) on duralee.com. This includes fabric and hardware orders, memos, CFA’s, backorders and reserves. We are confident that this should give you access to the information you need right on duralee.com.* 

 

You will now be able to search your order history by status (open, shipped, or all orders), order number and start-end date.  

1.    If you place a Duralee order with a Customer Service Representative or showroom:

a.   The order status will show up in your order history immediately, on duralee.com

b.   You will receive an email confirmation from either orderreply@robertallendesign.com or info@duralee.com.

 

2.    If you place a memo order on duralee.com

a. The order status will show up in your order history immediately, on duralee.com

b. You will receive an email confirmation from info@duralee.com.

 

3.    If you place a Duralee order (standard, CFA and reserve) on duralee.com

a. You will receive an email confirmation from info@duralee.com, which includes the order information and an 8-digit order number. These orders placed on duralee.com will initially appear with a status of “Processing”.

b. Within one business day, you will receive a second email from orderreply@robertallendesign.com, containing your order information and new order number, which is now a 7-digit number. Once you receive this email, you will be able to track your order on duralee.com and the previous 8-digit order number is no longer valid.

c.When your order number is still an 8-digit number, you can pay for your order by credit card on duralee.com. If you have already received your new 7-digit order number, you must call Duralee customer service to make a payment.

*This does not apply to Duralee Canadian customers. All Duralee account inquiries and orders will continue to be addressed through JF Fabrics. See "Canadian Customer" Section below for details.

 

You can also place orders, and check order history and status by emailing or calling us at the numbers listed below: below:

 

Residential Customers

  • Call your local Duralee or Robert Allen Showroom
  • Call either of our respective Customer Service Department

Duralee Customer Service: 800-275-3872

Robert Allen Customer Service:  800-333-3777 or

  • Email your inquiry or order to orders@robertallendesign.com
  • Email order status requests to orderstatus@tradgroup.com
 

Contract Customers

Robert Allen Contract customers should continue to contact Robert Allen and Duralee Contract customers should continue to contact Duralee.

  • Call Contract  Customer Service

For a Robert Allen Contract inquiry or order Robert Allen Contract Customer Service: 800-333-3778

For a Duralee Contract inquiry or order Duralee Contract Customer Service: 866-373-8932

  •  Email your inquiry or order

Robert Allen Contract: contractorders@robertallendesign.com

Duralee Contract: contract@duralee.com

  • Send us a fax

Robert Allen Contract: 800-455-9575

Duralee Contract: 800-306-1660

 

Duralee Hardware - Please call Duralee Hardware customer service at 800-288-8400 or email hardware@duralee.com or hardware@tradgroup.com

 

Canadian Customers

For Duralee Canadian Customers, contact JF Fabrics:

  • By Telephone -905 829 5500 (Local)

1 800 268 2050  (English)

1 800 268 2643 (French)

  • By email - customerservice@jffabrics.com

For Robert Allen Canadian Customers:

  • Call  Robert Allen Customer Service 1-800-363-3020
  • Email inquiries to cscanada@robertallendesign.com
                              

Customers outside of the US and Canada

Here is how you can reach us:

  • Call Export customer Service: +1-631-273-8800 ext. 4247
  • Email your inquiry or order: export@tradgroup.com
  • Send us a fax: +1-631-273-8873

CLARKE & CLARKE AND JAMES HARE

Clarke and Clarke and James Hare product information continues to be available on duralee.com. You can check inventory and place memo orders on the duralee.com website or by calling Duralee customer service.

CREDIT CARD INFORMATION

We are currently in the process of moving our inventory to our new computer system. In an effort to protect your privacy during this process, we will not be able to directly transfer your credit card information. As a result, you will be asked to provide this information again the next time you place an order with our Customer Service department. In addition, if you have made a recent purchase or payment through the duralee.com website you will be asked to provide your credit card information a second time for the same order when speaking with our Customer Service Department.  We will only be charging your credit card one time for your order. We apologize for any inconvenience, but assure you that your privacy is of the utmost importance to us.  

PACKAGING, INVOICING AND OTHER COMMUNICATIONS

You may be purchasing Duralee products and receiving them in Robert Allen packaging or vice versa.  You may also be receiving invoices on Robert Allen letterhead asking that you make your payment to Robert Allen for Duralee products.  Don’t worry as we are one company.  To avoid confusion, please advise your workrooms. We plan to launch new packaging designs featuring our combined branding; however, to be environmentally friendly, first we are using the remaining stock of our current packaging materials.  Also, we are in the process of changing all of our paperwork.  You can make your payments to the payee that is on the invoice and mail it to the location on the invoice.  Please include your invoice number and we will make sure that it is applied to your account.

WAIT TIMES

At this time, when calling our Customer Service Departments, you may experience longer than average wait times. All calls will be answered in the order in which they are received. Please continue to hold as we do our best to assist all customers in a timely manner. We are working to reduce wait times and sincerely apologize for any inconvenience that you may experience.

 

We sincerely thank you for your patience and continued business.  It is our mission to make your ability to purchase products from us easy and, before you know it, we will be back to providing you world class products at the service levels that you have enjoyed and expect.