Frequently Asked Questions
What is Morealis?
Morealis is an authorized dealer for all of the brands shown on our store. We partner with luxury brands and what makes us different is the exceptional customer service we will aim to provide to you every step of the way.
We value and understand the importance how hard you earn your money and we aim to make your shopping experience with us as smooth as possible. Through positive interactions serving our customers, our mission statement is to build your dream home with appliance brands from across the nation. We want to make things as perfect as they can be for you in every step of the way.
Our mission statement is to serve and provide. All our workers here at Morealis are trained to be top customer service experts and sales advice. Here at Morealis, we strive to be the best version of ourselves and that means making sure all our visitors here at Morealis have the most top-notch experience possible.
Call us or give us a live chat to talk to a Sales Expert to help assist with you today.
How can I speak to a Sales Expert/Representative?
If you would like to speak to a representative, give us a call during our business hours at (800) 441-9246 and someone on our team will be able to speak to you. In addition, you can live chat us.
What is the difference between an electric oven vs gas oven?
1. Difference in voltage - 220V (Electric) vs 110V (Gas)
2. Pre Heat settings - Electric ovens pre-heat slower than gas ovens
3. Various temperature precision - electric is easier to control and gas is harder to control.
Parts missing?
If your item received parts that are missing, please contact us immediately at support@morealis.co and we will get you a replacement and the rest of the parts sent to you right away.
Do you ship worldwide?
Yes. However, there are locations we are unable to ship to. If you happen to be located in one of those countries, we will contact you or feel free to contact us at support@morealis.co
What is your return policy?
All returns must be reported within 30 days of delivery. If your return exceeds the 30-day mark, we will not honor the return request. To learn more about our return policy, please visit the link down below at the bottom of the page.
LTL Freight Shipments
All orders for appliances are delivered via freight or LTL. The shipping carrier will schedule a call for delivery to arrange shipments using Freight or LTL. A person who is 18 years of age or older must be present to sign for and accept the delivery of the order at the time of delivery.
One delivery attempt is included in the shipping price; if the first attempt is unsuccessful and a second delivery attempt is necessary, the customer will be charged an additional delivery fee determined by the shipping carrier.
How long does shipping take?
Typically, each brand has different lead times. For instance, Forte has 8-10 business days. ZLINE Appliances have 5-7 business days. Other brands can take up to 10-15 business days, depending on the brand you are interested in purchasing.
Shipping times are subjective and can vary by location. Our estimate times are as follows:
Location * Estimated Shipping Time
United States * 5-15 Business days
Average transit times with Express Shipping: 3-10 Business days
Canada, Europe * 7-20 Business days
Australia, New Zealand * 7-20 Business days
Mexico, Central America, South America * 7-20 Business days
Russian Federation: 7-20 days
*Please note this does not include our 1-3 day processing time*
*If you want to know the exact estimate time of the item(s) you are interested in, give us a call for inventory check or live chat us and our sales representative will be there to assist you*
Delivery Window:
If you want to change your shipping address, you cannot do so after an order has been shipped. In some circumstances, we can reroute the address, but we may charge an additional fee for such service requests. We have no control over that fee; it is ultimately set by the shipping company. Depending on the carrier, the average fee can range from $100 to more than $500.
The carrier will provide options to deliver your freight order. If you are unable to accept the delivery, the carrier will return the item back to the sender of the shipment or will begin to charge a storage fee.
If the package is refused and returned to the sender, it will be treated as a return and a restocking fee will apply, as per our return policy.
Yes. Once your order ships, you will receive an email containing your tracking information. Once you receive that email, you can consistently update yourself through our ‘Track your Package’ tab up above for full clarity and to prevent your package from getting lost. If you haven’t received tracking info within 5 days, please feel free to contact us and will work something out.
Where is Morealis located?
Morealis is currently located in NY but we have warehouses in both the NY area and TX area. Our partner manufacturers also have separate warehouses all across the nation and will ship to your desired location at the closest and most convenient warehouse on our end possible.
What happens if my item(s) arrives damaged?
If your item(s) arrives damaged, do not panic. First, take a picture of the damaged item(s) and refuse the package. Once you have the pictures, send us an email to notify the Customer Service team at support@morealis.co
Note the damages with the delivery driver on the Bill of Lading/Freight Bill and give us a call so we can help you move forward from there whether it is a replacement or refund of your money.
Once confirmed, we will send you a return label for the damage item and once the return is picked up, we will send a replacement order to you right away.
If an appliance is installed and incurred damage, we can not replace or repair those damages.
Before you confirm delivery, please individually inspect to verify that the item is in proper condition. We individually inspect to verify that our packages leave the facility in brand-new condition.
Even if the package appears slightly damaged, please write "Package Damaged" and let us know right away. If the package looks significantly damaged, you may refuse the delivery.
Once return shipment has been validated, we will send you one right away.
If you have already opened the package and discover missing or damaged components, kindly get in touch with us right away. We will send you replacement components at no additional cost. We have just 48 hours to submit a freight claim
Any parts you might be missing will be shipped to you at no cost to you.
My tracking says, “no information available at the moment”. What should I do?
First, don't panic. Sometimes, things like this happen. If your tracking number hasn't updated in the system yet, and you're worried about your order, feel free to give us a call (800) 441-9246 and dial extension 2. In addition, you can also live chat us and we will get back to you as soon as we can to help follow up with your order. :)
What is curbside delivery?
Curbside delivery applies for orders. Most items will be delivered through curbside delivery which means that your item(s) will be delivered to your curb. (Note: this does not include home, kitchen, or garage).
Rebate Program:
To be eligible for a promotional rebate program from ILVE, all of the qualifying appliances must be purchased at one time, on one order from Morealis, an authorized ILVE dealer during the period January 1, 2023 - March 1, 2023.
Earlier purchase and orders, returns, cancel then reissued orders do NOT qualify for rebates and are voided from receiving the rebate. In other words, if you purchase an order that can be applicable to the rebate program but decide to cancel at a later time, please note that the rebate for the order will be cancelled as well.
This promotion applies to retail consumer sales only and not for any mult-unit project sales and can not be combined with any other offer. ILVE USA Inc. and Morealis,Inc. reserves the right to withdraw, modify or terminate the promotion at any time.
How will my appliances be delivered to me?
For larger packaged items such as ranges, the freight carrier will call you ahead of time to plan a date and time that works best for you.
For smaller packaged items, such as an accessory, you will receive a tracking number in your email or from the system and the shipping carrier will securely drop off the order in front of your residence.
Will my items be sent in one package?
For logistical and supply chain reasons, there is a chance that your items (although in the same purchase) will sometimes be sent in separate packages. This is because our store operates through multiple warehouses and not all products are stored in one warehouse.
How do you guys handle customs?
We are not responsible for any custom fees or delays once the items have been dispatched from our warehouse. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
Do you offer a return on purchases?
Yes, we offer a 30 days ‘no-quibble’ returns policy after your purchase is made.
Am I eligible for a return?
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging from which you received your order. Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Please refer to our ‘Return Policy’ for additional information.
Changed your mind?
If for any reason you changed your mind and decided you do not want your order, you may cancel and receive a full refund within 12 hours of your purchase. Once 12 hours has gone up, our team may have processed your order and we may be unable to cancel your order immediately. However, once you receive your item, you have 30 days to return your item to us (please make sure you return the item in its original condition) and you will receive a full refund. If the item arrives damaged or not in original condition (evidence will be provided), we have the right to charge a restocking fee of 15% depending on the severity of the issue. All communication will be properly communicated via support@morealis.co.
(Choose the "Free Return" option at shipping checkout to have a return label provided and your return shipping cost voided.) If you do not choose this option, you are responsible for shipping the item back at your own cost in addition to restocking fees (if applicable).
Where and How do I ship my return?
Please confirm you are eligible for a return. If applicable, please send us an email at support@morealis.co by specifying your name and order number in the subject, so we can refer you to the proper instructions as soon as possible.
For more information on our return policy, please click here.
If we still haven't managed to answer your question please feel free to contact us and we will do our best to reply within 24 hours :)
For more information on our Returns Policy, click here!
For more information on our Shipping Information, click here!
For more information on our Privacy Policy, click here!
For more information on our Terms and conditions Policy, click here!