Important Customer Information

 

PLACING ORDERS AND CHECKING ORDER HISTORY AND STATUS ON DURALEE.COM

You can 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. 

 
You can search your order history by status (open, shipped, or all orders), order number and start-end date as described below:

If you place a Duralee order with a Customer Service Representative or showroom: 
If you place a memo order on duralee.com
  • The order status will show up in your order history immediately, on duralee.com
  • You will receive an email confirmation from info@duralee.com.
If you place a Duralee order (standard, CFA and reserve) on duralee.com
  • 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”.
  • 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receive this email, you will not be able to track your order on duralee.com and the previous 8-digit order number is no longer valid.
  • 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
Residential Customers
  • Call your local Duralee or Robert Allen Showroom
  • Call our  Customer Service Department at 800-275-3872 or  800-333-3777
  • Email your inquiry or order to orders@robertallendesign.com
  • Email order status requests to orderstatus@tradgroup.com
Contract Customers

Robert Allen Contract customers can contact Robert Allen Contract in one of the following ways:

  • Call Robert Allen Contract Customer Service at 800-333-3778
  • Email your inquiry or order to Robert Allen Contract at  contractorders@robertallendesign.com
  • Contact Robert Allen Contract at  800-455-9575
Duralee Contract customers can contact Duralee Contract in one of the following ways:
  • Call Duralee Contract Customer Service at 866-373-8932
  • Email your inquiry or order to Duralee Contract at contract@duralee.com
  • Send us a fax at 800-306-1660

Duralee Hardware Customers

Canadian Customers

Duralee Canadian Customers should contact JF Fabrics:
  • By Telephone at 905-829-5500 (Local)
1-800-268-2050  (English)
1-800-268-2643 (French)
  • By email - customerservice@jffabrics.com
For Robert Allen Canadian Customers:
 Customers outside of the US and Canada 
  • Call Export customer Service at +1-631-273-8800 ext. 4247
  • Email your inquiry or order at export@tradgroup.com
  • Send us a fax at  +1-631-273-8873
CLARKE & CLARKE AND JAMES HARE

Clarke and Clarke and James Hare product information is 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 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 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.