We handle inquiries by email and phone. Which channel to use depends on what you need — some issues are resolved faster by email because they require an order reference or a photo, and some are faster by phone. Below is the routing, so you do not have to guess.
Before you write: the fastest route for common questions
Order status or tracking. Check the tracking link in your shipping confirmation email first. Tracking events can take up to 72 hours to appear after that email, because scan data is generated when the parcel enters the carrier’s network. If nothing appears after 72 hours, email us with your order number and we will open a carrier inquiry.
Payment declined or wallet did not load. Review the amount and currency shown in your banking interface, confirm your account is active and has sufficient funds, and check whether your bank has applied a fraud-prevention hold. If the decline reason is not shown to you, contact your bank — the decline decision is made by the issuer, and the issuer does not always transmit the specific reason to us. If you need to place a new order after a failed authorization, see the Payment Methods Policy for why the original order cannot be resumed.
Return or withdrawal. If you are an EU/EEA consumer exercising your statutory 14-day withdrawal right, you do not need our pre-approval. Use the electronic withdrawal function on the site, or email us with a clear statement of withdrawal. The 14 days run from the day you receive the goods, and you then have 14 days to send them back. If you are making a commercial return (damaged item, wrong size, change of mind outside the statutory route), email us first for a Return Authorization number — an unauthorised commercial return may be refused or delayed.
Product question before ordering. If a product page does not show the measurement, material, or care instruction you need, email us with the product name or SKU and the specific specification you are asking about. We will check the actual item and tell you what we can confirm, or tell you that the information is unavailable. We do not expect you to verify a specification we did not publish.
Use email for: return and withdrawal requests, product specification questions, payment issues that need an order reference, damaged or incorrect item claims, and anything that requires attaching a photo or a screenshot.
Put the order number in the subject line, and state the issue in one line. For example: Order #PP-10482 — wrong size, return request or Order #PP-10482 — bed arrived with torn seam, photos attached. An email without an order number takes longer to route, because we have to search for the order before we can answer.
For a damaged or incorrect item, attach clear photos showing the item and the packaging. For a payment error, attach a screenshot of the error message and note the date, time, and method selected. These are the details we would ask for on the first reply, so sending them upfront removes one round trip.
Response time: we aim to reply within 24 hours on business days (Mon—Fri, 08:00—17:00 UTC−5). An email sent on Friday evening or over the weekend is treated as received on the next business day; the 24-hour window runs from then, not from the moment you pressed send.
Phone
+1 5026083295 — Mon—Fri, 08:00—17:00 UTC−5.
Use phone for: an order that is in progress and time-sensitive (for example, a dispatch delay you need to confirm before a deadline), a payment that is stuck and you need to know whether it went through, or a question that is faster to ask than to type.
Phone is not the faster route for a return request — we need the order reference and, for damage claims, photos, so email is the correct channel. It is also not the route for a statutory withdrawal, which must be in a form we can record (the electronic function or email), not a verbal statement on a call.
If you reach voicemail outside business hours, leave your order number and a one-line description; we will reply by email on the next business day.
Returns: where to send the parcel
Do not send a return to the sender’s address on the parcel. That address is the outbound shipping origin, not the returns address. A parcel sent there may be refused or delayed.
The return address is provided by our team after the return is authorised (commercial return) or after you notify us of withdrawal (statutory withdrawal). If you have not received a return address, email us before shipping anything.
Keep the tracking number and proof of postage for any return you arrange. If you arranged the return shipping yourself, you are responsible for the parcel until it reaches us.
What we need in a first message
To resolve an inquiry without a second exchange, include:
- Order number (format
PP-#####), or the email address used at checkout if you do not have the number; - What the issue is, in one sentence;
- What outcome you are asking for — a replacement, a refund, a specification, a tracking check;
- Supporting evidence where relevant: photos for damage or incorrect items, a screenshot for a payment error, the tracking number for a delivery inquiry.
Company and contact details
DIAZ IRONCREST WHOLESALE LLC
1890 Star Shoot Pkwy, Lexington, KY 40509, United States
Email: [email protected]
Phone: +1 5026083295
Hours: Mon—Fri, 08:00—17:00 UTC−5
Part number: 1528171