Shipping Times & Return / Exchange PolicyWe pride ourselves on product quality, honesty, integrity, and unparalleled customer service. With this philosophy, we take excellent care of every customer and help in selecting that perfect piece.
FREE SHIPPING ORDERS OVER $100 (Except Mirrors $18.95 each)
Orders over $100 ship free, via standard ground service, to locations within the continental United States.
Additional charges apply for shipments to Alaska, Hawaii, Canada, or other locations outside the continental US.
Most orders ship via FedEx, UPS Ground, USPS 1st class or USPS Priority.
Orders under $100 ship for just $4.95, via standard ground service, to locations within the contiguous United States.
GROUND SHIPPING (From when your package leaves us)
Transit Times are usually up to 5 Business Days (does not include processing time).
Your package may be delivered on a Saturday if shipped via FedEx Home or USPS.
Ground shipping is not available to Alaska or Hawaii or for P.O. Boxes or military APO/FPO addresses.
We currently are trusting our US domestic shipping to FedEx Ground and USPS and which carrier your order will ship with depends on the item itself you order.
The International shipping is handled by Fedex, sometimes USPS. International shipping for small light items is USPS, heavier items or items of higher value are FedEx usually. Duties are never included and are charged by your country based on the order value. Most items will NOT quote international because there is no way to estimate the rate until we know exactly what you want to get. Please take some screen shots or send links to the items you want and "contact us" through email.
TRACKING & SHIPPING
Tracking information is emailed to you and when a label is generated for your order the tracking information will be sent to you provided we have a valid email address for you. Check our spam folder for our automated messages on your order status. Since we email tracking when the label is printed please allow at least 24 hours before you track your package to give it time to get on the package, in the truck and scanned into their system.
Freight items and large orders are sent using palleted freight delivery, large delivery trucks and 18 wheelers. Most large items have freight quoted and charges to bring items to your door or home. Contact us if you have any freight questions.
CancellationsOnce a package is picked from our shelves or a label is made for your order any pre shipping cancellation requests will be charged a restocking fee. This applies to orders where you change your mind, want to cancel or want to change an item. If part of your order is out of stock but the rest of the order is picked the same appies where any cancellations of other picked items will be charged a restocking fee.
Customs & DutiesMany countries impose their own customs, duties, tariffs, taxes, etc. on items being shipped from a foreign country. Duties and tariffs are not included. You will have to pay the shipping carrier or customs broker directly for any extra fees outside of our item cost.
Discount Coupon Codes and PromosDiscounts and coupons cannot be applied to stone pedestals, stone farm sinks, stone fountains or other items that ship freight. These items have a very little margin of profit for us and the freight delivery is very expensive. All discounts must be applied at the time the order is made and cannot be retro applied after the order is placed.
Address Changes on OrdersWe accept shipping address changes under these strict rules. Address changes are only approved when you have a confirmed return email from us stating clearly that we have indeed updated your ship to address. Simply requesting by any message form is not enough, we MUST respond with a confirmation to be approved. It is very important that you use the correct ship to address when you checkout, and we are not responsible for any changes you request after you checkout. Changes MUST be approved and in writing. If you change the address after an item is shipped, you will have to pay the $10 change fee that our carrier charges us to change the address.
RETURNS & EXCHANGES
We understand how disappointing it can be when purchases don't work out, and we do everything we can to make the returns process fast and simple. Items may be returned for refund or replacement, provided that you contact us within 5 days of delivery to you and items are in perfectly resellable new unused uninstalled condition and in original packaging.
Returns are subject to a restocking fee, except when merchandise is exchanged. If you would like in-house credit for your return, the restocking fee is waived. Shipping charges are non-refundable.
From date of confirmed delivery to you / RMA Requested from Customer Service:
Within 5 BUSINESS DAYS: Items are returnable / refundable (Via the method you paid) with a 20% restocking fee OR Store Credit / Exchange with zero% restocking fee.
16-30 DAYS: Items are returnable with a 30% restocking fee and Store Credit / Exchange Only.
31 DAYS+ Non Refundable Non Returnable
We cannot accept a return for or refund the following:
-Items that have been altered changed or mishandled
-Any installed product
-Items with any custom work or one of a kind hand painting or finishing
-Special order items
-Items that have been installed or show signs of installation (markings, scratches, plumber's putty, etc.) unless the item is defective.
If the item is returned to us and is received damaged, the customer is required to file an insurance claim for reimbursement with their shipping carrier. No store credit or refund will be given as we do not have a resellable product. We strongly suggest that on the return shipment you purchase insurance with the carrier of your choice.
DAMAGESIf you receive your product damaged, don't worry - it happens occasionally as sometimes rough handling does occur on the part of the shipping company. We suggest that you open every box immediately no matter what the condition of the outside package is at delivery or immediately after you receive the item.
If the product is damaged please notify FIRST the shipping carrier - the tracking number is on the box and let them know it was received damaged. Then let us know also within 3 days of receipt. We are very limited by our shipping company in filing claims for the merchandise after 10 days of you receiving it so we like to file claims very quickly. Failure to notify us with in the 3 days does not guarantee that a replacement will be given. NO refund for damaged items will be given ONLY a replacement or exchange will be offered. As soon as the claim is filed the carrier will usually pickup the damaged box to start the claim process and at that point we will send your replacement out.
Please be sure to save your box and all packing materials in case an inspection or pickup is needed - Ideally leave it as you received it.
HOW TO RETURN AN ITEM
Request a Return Number by emailing customer service using the "contact us" tab. Indicate whether you'd like to receive in-house credit or a refund in the original form of payment. We will then send you an email with the Return Number and instructions. If you would like to exchange we need to know the item you want to exchange so we can reserve the inventory for you.
Sending Your Package
Pack the item in its original shipping box and ADD original packing or better. The item must be received undamaged to exchange or refund. Make sure you get insurance to protect the value in the event it is damaged so you can file a claim if needed. Visit your local FedEx or UPS store to ship the item back to us.