Help Centre
How can we help?
Chat with us for the fastest answer — most questions are resolved right here, without waiting on email.
Order status
Track your order
Enter the order number from your confirmation email, or a tracking number if your order has already shipped.
Orders ship within 1–2 business days and typically arrive 5–7 business days after that. You can also log in to your account to see your orders.
Contact
How you can reach us
However you get in touch, a real person on our team picks it up.
Live chat
The fastest way to get an answer on an order, a return or a product question.
Send us the details and we'll come back to you, usually within one business day.
help@americanflat.comAnswers
FAQ
When will my order arrive?
Orders are processed within 1–2 business days, Monday to Friday. Once shipped, delivery typically takes 5–7 business days depending on your destination. During major sales and holidays processing can take a little longer.
Why did my order arrive in more than one box?
We ship from three fulfilment centres — Edison NJ, Hardeeville SC and Fontana CA — and route each order from whichever is best placed to fill it. Orders with several items sometimes ship from more than one location and can arrive on different days.
How do I return something?
Merchandise can be returned within 30 days of delivery. Items must be unopened, unused, in their original packaging, and include the original packing slip so we can identify the sender. Items returned in unsuitable condition can't be refunded.
Return shipping is the customer's responsibility — you can buy a flat $12.95 return label from us. Original shipping charges aren't refundable. See the full Return & Refund Policy.
What can't be returned?
- Washed or used items
- Final sale items
- Wall art
Product-specific eligibility is listed in the "Shipping & Returns" section on each product page.
When will I get my refund?
Refunds are issued to the original form of payment within 7–10 business days after your return reaches us.
My package says delivered but I don't have it.
Let us know within 10 days of the marked delivery date so we can open a claim with the carrier — claims raised after that window can't be honoured. Start a chat above and we'll take it from there.
Something arrived damaged.
Start a live chat or email help@americanflat.com with your order number and a photo of the damage, and we'll sort a replacement or refund. Our warranty covers manufacturing faults.