Customer Service

"Customer Service is Our Top Priority!"

STORE HOURS Central Standard Time
Monday-Friday 10am-6pm
Saturday 10am-5:30pm

Ordering Information

Using the shopping cart
Shopping at Sugarplum Dreams is very simple and very secure. Browse through our store and find the items you just can’t live without. Select the colors, sizes and any customizations from the product page. Click the “add to cart” button and the item is automatically placed in your shopping basket. Some items may have additional shipping charges due to their size, weight or special handling requirements. These additional costs ensure that the items are packaged appropriately and arrive in perfect condition in your home. Any additional charges will be noted for each item on the product page. Once you have everything in your shopping cart proceed to checkout. You can choose to Sign In as a registered member of Sugarplum Dreams or continue shopping as a guest. When you have made your Sign In choice, you will complete a series of forms with your billing, shipping and payment information. Fill them out, complete your order and you’re done! A confirmation page will show a summary of your transaction and an email version of this summary will be promptly sent to the email address you provide. All credit card transactions and confidential information are verified and protected by Authorize.Net, one of the industry leaders in SSL encryption.
Please Note: Your credit card will be charged at the time of checkout for all items in your shopping cart. If you receive notice that an item or items are backordered, you can opt to cancel the order and your card will be immediately refunded. If your order is not available from the manufacturer, you will be notified within 7 days of date of purchase.
Online account registration
Why would you want to register? Well, for starters it makes your online shopping faster and easier. Your billing and shipping information is securely stored with us so you won’t need to enter it every time you place an order. You will also be able to login to your account to check the status of your orders and your order history, as well as create a gift registry that you can pass on to friends and family. Your registered information will be securely stored with us, and you can add, delete, or change your registered information at any time using your password. Just click on the “my account” link at the top of the page to get started. Registering with us also allows you to subscribe to our Sugarplum Dreams mailing list. Our newsletter will include information on new items that have just arrived, special sales and promotions and design tips. You will always have the option to opt out of our mailing list by clicking on the “unsubscribe” link at the bottom of every mailing.
Phone in orders
Placing an order through our shopping cart is as secure as ordering by phone, but we realize that sometimes you may have questions and want to speak to a real person. Please call our customer service number at: 1-888-747-7586 Monday through Saturday between the hours of 10 am - 5 pm CST. If no one is available to assist you or if it is after hours, please leave a detailed message and we will return the call as soon as possible.
Measuring for furniture
It is very important to measure carefully and correctly when placing orders for furniture items. That couch may be the perfect thing for your living room, but will you be able to get it through the door? The measurements for all of our larger items are listed, but please take into consideration the dimensions of all doorways and entryways, stairways and banisters, tight corners and hallways and any fixtures or other obstacles that may interfere in the pathway from our delivery truck to where you want your new furniture to be placed.
Swatches
Our website features swatches of all of the paint, finish and fabric samples available for our items. We’ve done our best to get them exactly right, but please be aware that colors viewed online vary from one computer to the next. We have swatches available for many of our lines that we are happy to loan out to customers. Please note that many of our artisans and craftspeople custom mix paint for their finishes so swatch samples may vary slightly from actual finishes. Please contact us via email at swatches@sugarplumdreams.com with details about what samples you would like to borrow, including your email, phone number and mailing address. There is a $25 deposit required for every 5 swatches requested. As long as all swatches are returned to us within 5 days of receipt there is no charge and your credit card will not be billed. If additional time is needed, please state this clearly to avoid the deposit charge to your card. We send the swatches out to you at no charge via UPS (so that we may track your package). We kindly request that you return the swatches at your expense. Make sure to insure them also for your security. Please send swatches back to our shipping address below:
Sugarplum Dreams ATTN: Swatch Returns 999 E. Basse Road, Suite 161 San Antonio, Texas 78209
Monogramming & Personalization
For an extra special touch monograms and personalization are available on many of our products. Because these customized items were made especially at your request they are non returnable unless defective.
Gift wrapping
Gift wrap is available for nearly all of our items with designer paper and beautiful organza ribbons. For gift wrap choices, select from the pages detailing our gift wrap and your gift will arrive with a handwritten message to your recipient. If you have multiple items that you would like wrapped and shipped together, simply note that in the comments section and you will only be charged for the number of packages that you are actually shipping. Sorry, but at this time we are unable to offer gift wrapping for items shipped direct from our vendors. Products where gift-wrapping is not available are noted on the page. If you have further questions, please give us a call or email at ellen@sugarplumdreams.com.
Delivery times
We make every effort to get your merchandise to you as soon as possible. Items that we have in stock ship within 2 business days. Many of our items are custom made or ship direct from our vendors and artisans. This includes furniture lines that you must select a finish color or fabric choice for and all of our custom bedding lines. Quality craftsmanship takes time, so please be patient as delivery times for these items will vary widely. You can find a reasonable estimate of the delivery time specified on every product page. It is important to note that these are estimated shipping dates only and can not be guaranteed by Sugarplum Dreams. Occasionally issues arise that are beyond our control that may lead to additional production time, such as our manufacturers experiencing a backup in production. If this is the case you will be alerted as soon as we are made aware that any problem exists. If you need expedited shipping please contact us directly.
Backorders
Every so often customer demand exceeds our supply. If after placing an item in your shopping cart you see a backorder notice, more stock is expected in soon that we will look forward to shipping out to you. You can choose to continue with the order and pay for the item, in which case we will contact you by email to let you know the expected date of delivery. If you do not want to wait until the due date, you may cancel the order and your card will not be charged.
Gift Registry
Sugarplum Dreams offers gift registry for all expectant parents and anyone else choosing to select gift items of their choice. Registries created in-store will be available online within 72 hours. Registries created online will be available immediately for viewing.
Warranties
For warranty information on any of our lines please contact us via email.
Canceling a Custom order
Suddenly change your mind? No problem. You have up to two business days to contact us to cancel any custom order and have the amount refunded to your credit card. After two days custom orders are non-refundable. Custom orders include all furniture lines, personalized or monogrammed items, our Bella Notte Linens® and House Inc. bedding lines, lighting and anything else that is made to order. If you are at all uncertain if what you are ordering is considered custom, please contact us to verify.
Designer Accounts
To register as a designer with Sugarplum Dreams we require that you contact us with a fax number. We will then fax you an application. Please fill it out completely and fax it back to us with the following information: • Trade resale certificate • Copy of AIA or ASID Certification • Business Card (with contact info, email address, etc.)
After we receive your fax we will notify you by email to inform you that you have been set up as a designer account. All designer orders must meet a minimum purchase per order and be placed with us via phone or purchase order sent to our fax. Please note that designer orders do not qualify for free shipping promotions and shipping will be paid by designer. Please send the above required information to our fax: 210/826-7881. You may email questions to ellen@sugarplumdreams.com

Payment Options

Forms of payment accepted
We accept MasterCard, Visa, American Express, Discover, Paypal and Sugarplum Dreams gift certificates. Your credit card is charged as soon as your order is placed. Sales tax
We charge 8.25% sales tax to orders shipped to Texas addresses.
Gift certificates
Sugarplum Dreams gift certificates are wonderful items to send to friends and relatives. Available in the amount of your choice, they are easily redeemed at checkout by entering the gift certificate number. Please contact us directly if you are interested in giving Sugarplum Dreams gift certificate.
Coupons
From time to time we may advertise coupon codes good for limited time offers and discounts. To redeem a coupon, enter the code at the bottom of the shopping cart page "Sales and Discounts" section. Note that coupons can not be used towards the purchase of sale items and may not be combined or used in multiples on an order.

Return & Exchange Policies

In-stock items
If you would like to exchange or return an item please contact us by email at returns@sugarplumdreams.com or by phone. Have your order number handy and please let us know the reason for the return or exchange. Please do not return items to our San Antonio address without prior authorization as some returns may have to be shipped back directly to our suppliers. For returns on all rugs, lamps, chandeliers, sconces and shades that are not defective, we are required to charge a 25% restocking fee. Please note that items shipped back to us without a return authorization number will not be accepted and will be returned to you. All items must be returned in their original, unworn and unused condition enclosed in original packaging within 14 days for a refund or exchange. Returned items should be free from dirt and debris. In the event an item is returned in a condition where it can not be resold, the order will be sent back to you and additional shipping charges will apply. Shipping and gift wrap fees are non-refundable. We offer free shipping on several of our items. If for any reason you need to return an item with free shipping, the refund you receive will be for the item price minus the standard shipping cost. Standard shipping costs are based on item prices as outlined within our shipping information. If you opt to exchange your free shipping purchase for another item that also had free shipping, a standard shipping charge will be added to cover our costs.
Holiday Returns:
We have a special return policy for items bought during the holidays. For items purchased from November 15, 2011 through December 2011, the return/exchange date is extended out to January 15, 2012. Please note that the holiday return policy refers to in-stock items ONLY and all the policies above still apply. Custom furniture, bedding and personalized items and lighting are excluded from the holiday return policy.
Custom Furniture, Bedding, Lighting & Personalized Items:
Heavy items such as large travel systems, furniture, cribs, and rugs do not qualtify for free shipping. Free shipping only applies to items able to be shipped on common carrier and not a freight carrier.
Because these items are made to order, custom pieces are not returnable, exchangable or refundable. Custom orders include (but are not limited to) any furniture line that you need to select a finish or fabric choice for, all personalized or monogrammed items, and all bedding lines. If you are at all uncertain if what you are ordering is considered custom, please contact us to verify. Upon delivery, please take time to inspect all freight shipped furniture items carefully for any damage that may have occurred in transit and contact us immediately. Claims against damaged items must be made within 2 business days. Unfortunately, claims made after the 2 business day window will not be accepted and are unable to be returned. Please refer to our vendor warranties for specific information on individual policies.
If for any reason your custom furniture piece does not arrive with the specifications that you selected when ordering, Sugarplum Dreams reserves the right to have the item or items replaced and reshipped at no additional charge to you. You should contact us immediately if this occurs so that we can get the replacement in the works as soon as possible.
Sugarplum Dreams does everything possible to assure a smooth and prompt delivery of your furniture and custom items. However, be aware and consider that there are circumstances out of our control that may arise and result in a delay in the production or delivery of your items. We do our best to give accurate lead times for each bedding and furniture manufacturer but estimated lead times are not a guarantee of a specific delivery date. We welcome your inquiries as the estimated delivery time approaches and we can follow up to give you a more specific idea of your ship date at that time. Also note that shipping time for freight items (this includes, furniture and some rugs) is approximately 7-15 business days from the time that the item(s) are scheduled for pickup from our manufacturer. We act as your liaison to best assist you in a prompt delivery but again, there are variables that are out of our control as we are considered a third party. We know you'll enjoy the product that is made especially for you!
Returning or exchanging "Free Shipping" items
Several of our product lines feature free shipping. If for any reason you need to return an item that had free shipping, the refund you receive will be for the item price minus the standard shipping cost. Standard shipping costs are based on item prices as outlined on our shipping page. The only exception to this policy is if an item received is defective, in which case it will be replaced with no additional shipping fees. If exchanging a free shipping item for a standard shipping product, you will be charged our regular shipping cost. When damages occur during freight delivery While we do our utmost to ensure your items arrive in a timely manner and in perfect condition, there are some things that are out of our control. We would love to be able to say that damage never occurs during transit, but unfortunately that is not always the case. Our freight carriers handle your pieces with great care but it is important to understand that from time to time damages do occur. If your piece arrives damaged, the freight company has the right to have the piece repaired and brought back to the manufacturer’s standards at their expense. It is imperative that you inspect all items upon receipt and DO NOT SIGN THE FREIGHT BILL unless all items have met your approval. If there is a problem, you will need to have pictures available of the actual piece and the damages as well as the shipping container and it’s condition. That ensures the shipper or manufacturers liability for the damage. They do this by sending the piece to a furniture medic or back to the manufacturer for repair. If the freight carrier determines the piece can not be repaired, you have the right to be reimbursed for your purchase or have another piece rushed at no additional charge and shipped out to you as soon as possible.

Contact Us

Your feedback We’d love to hear your thoughts, comments and suggestions. Maybe you’ve found something irresistible you want to share with us or want to see on our web site. Please contact us via email or call our customer service number. We look forward to hearing from you. Sugarplum Dreams 999 E. Basse Road, Suite 161 San Antonio, Texas 78209 210-826-5402 210-826-7881 fax 1-888-747-7586
Email: ellen@sugarplumdreams.com
Supplier inquiries For further information on any of our suppliers, artisans or craftsmen including applicable warranty information please email us.
Press inquiries Please contact us at: press@sugarplumdreams.com with any press inquiries and we will be pleased to assist.
Report technical issues For any problems with our website please contact our webmaster at webmaster@sugarplumdreams.com.