Frequently asked questions
Questions about Account
Do I need an account to place an order?
You can checkout as a guest, but creating an account lets you view your order history, save your details for faster checkout, and track the status of your orders.
How do I create an account?
Click on “My Account” in the menu and select “Register.” Fill in your details and you’ll receive a confirmation email once your account is created.
I forgot my password. What should I do?
On the login page, click “Lost your password?” and enter your account email. We’ll send you a link to reset your password.
How can I update my personal information or address?
Log in to your account, then go to “Account details” or “Addresses” to update your name, email, and billing/pickup address.
Can I see my past orders?
Yes. After logging in, go to “Orders” to view all previous purchases and their statuses.
Questions about Payment
What payment methods do you accept?
We accept major debit and credit cards (processed securely via Stripe), as well as Klarna, Affirm, and Afterpay for flexible payment options.
When will my card be charged?
Your card or payment method is charged at the time of checkout when you confirm your order.
Is my payment information secure?
Yes. All payments are processed through secure, PCI-compliant providers (Stripe, Klarna, Affirm, and Afterpay). We do not store your full card details on our servers.
Can I pay in installments?
Yes. At checkout you can choose Klarna, Affirm, or Afterpay (if available in your region). You’ll see your installment plan and terms before confirming your order.
Why was my payment declined?
This can happen for several reasons (incorrect card details, insufficient funds, or a security check by your bank or provider). Please double-check your details or contact your bank/payment provider for more information. You can also try a different payment method at checkout.
Questions about Returns
What is your return policy?
You may return most unused, unopened items within 30 days of pickup for a refund or store credit. Items must be in their original packaging and in resalable condition.
Are any items non-returnable?
Custom or special-order items, clearance items, and products that have been cut, installed, or visibly used cannot be returned unless they are defective.
How do I start a return?
Please contact us at info@myecopanels.com or call +1 (866) 454-1688 with your order number and details. We’ll confirm whether your item is eligible and provide instructions.
Do you offer exchanges?
Yes, if the product is unused and in original condition, we can usually exchange it for a different style or color, subject to stock availability.
What if my items are damaged or defective?
If you notice damage or a defect, please contact us within 7 days of pickup with photos and your order number. We’ll work with you to replace the item or issue a refund, depending on the situation.
Other questions
Do you offer shipping?
At the moment we only offer local pickup. After placing your order, you’ll receive instructions to schedule your pickup time and location.
How does local pickup work?
Once your order is ready, we’ll notify you by email or phone. You can then visit our pickup location in Delray Beach, FL during our available hours to collect your order.
Can you help with installation?
Yes. We offer wall panel installation and interior renovation services. Contact us to discuss your project and get a quote.
Do you provide samples of your wall panels?
In many cases yes. Please reach out via email or phone and let us know which style you’re interested in so we can confirm availability.
How can I contact customer support?
You can email us at info@myecopanels.com or call +1 (866) 454-1688. We’ll get back to you as soon as possible.
Where are you located?
We are based in Delray Beach, Florida. Exact pickup details and directions will be provided in your order confirmation and pickup notification.