How do I return an item, and what are the shipping policies?
StoneTileSupply.com Returns and Policy Guidelines
StoneTileSupply.com
is committed to your satisfaction. We do our best to ensure that you receive
the highest quality goods at the best prices available. However, we understand
that the world is not perfect; therefore, we have provided a returns and policy guideline that
is easy to understand and will provide you the best customer service support
you can get to match the outstanding selection of products that we have to
offer. We've made it easy for you to reach us to handle any concerns that you may have. We are only a call, chat, or e-mail away!
Please
note that many of the restrictions are due to material availability and custom
cutting. We cannot guarantee an RMA (Return Merchandise Authorization) for each case. PLEASE NOTE...ALL INTERNATIONAL ORDERS ARE FINAL. NO RETURNS ACCEPTED.
Product Related
StoneTileSupply.com
reserves the full right to decline returns or enforce options on returns (store
credit, refund, or exchange). No returns will be honored without a Return
Merchandise Authorization (RMA). StoneTileSupply
is not liable to accept or replace merchandise shipped back to us without an RMA.; such returns will be discarded.
StoneTileSupply has a policy in effect wherein if you purchase a sample from us, are satisfied with it, and place a final order BASED on that sample, we refund the cost that you paid for that sample towards your new order!
- Samples
- Samples are
NON-RETURNABLE and NON-REFUNDABLE. All sales on samples are final.
- Any purchases
that are based on an initial sample purchase are NON-RETURNABLE and
NON-REFUNDABLE. All such sales are FINAL. For instance:
- Let’s say you request/purchase a sample from us.
- You receive the
sample.
- You agree that the product is what you like.
- You place an order based on that sample.
- You receive the order and verify that it matches your initial sample. At this point, the order is non-returnable.
- Wrong Merchandise
Received
- If you receive
the wrong merchandise from us, please contact us within 24 hours of
receipt of the product. StoneTileSupply.com is not responsible for
merchandise that is not reported as incorrect within the allotted
timeframe.
- If you ordered
the wrong merchandise, StoneTileSupply.com reserves the right to refuse
return authorization. Please choose wisely before ordering; samples are available to help you pick the right stone the first time.
- Merchandise not
wanted/Excess Material/Unused Material
- StoneTileSupply.com
reserves the right to refuse return authorization for merchandise that is
purchased but not required any longer.
Shipping Terms
StoneTileSupply.com
is not responsible for any shipping related costs stemming from a return; this
is either to or from the customer. StoneTileSupply.com does not collect
shipping rates; these are fees that are passed on to the shipping companies for
their services, and are non refundable.
- No
merchandise on StoneTileSupply.com is shipped F.O.B.; all merchandise is the
customer’s responsibility once shipped from our warehouse. If an issue arises
during shipment, please contact the shipper.
- If
you need additional shipping services, please order them BEFORE you place your
product order. Shipping services are much harder to apply to merchandise
already shipped, and are much more costly if applied after the merchandise has
shipped.
- All
common carrier shipments are “Tailgate Delivery.” It is your responsibility to
ensure adequate personnel and equipment to unload merchandise from the truck
when it arrives. The truck driver is not under any obligation to help you
unload the merchandise from the truck.
- If
you are unable to unload the merchandise, you must order Lift Gate Service at
an additional charge. If ordered, your merchandise will be delivered with a
special truck that has a lift gate device at the back of the truck. The
driver will then be responsible for lowering your merchandise from the truck to
the ground. It is then your responsibility to carry the item into your warehouse.
- Residential
delivery is available for an additional charge. Please call us for details.
- All broken
merchandise must be reported within 24 hours of receipt of product.
Please inspect the packaging and content upon receipt of package;
StoneTileSupply.com is not responsible for damaged goods reported past 24
hours of receipt of product.
- Broken
merchandise may only be replaced with the exact same merchandise. Please
do not request replacements of a different type of merchandise.
- If you DO
receive a return authorization (RMA) from us, it is your responsibility
to ensure that the products are shipped back to us in the same condition
that was described in the RMA. If StoneTileSupply.com receives the
products back damaged in any further way, we will refuse the merchandise
and the RMA will be void. Please ensure that you choose a competent
shipping company for return merchandise and that you package the items
properly.
Refunds
Refunds
are provided solely at the discretion of StoneTileSupply.com. Please note that
StoneTileSupply.com does not provide refunds over 30 days from the date of
invoice in any circumstance. Any refunds are subject to a 20% restocking fee.
To
Contact us for an RMA:
To
obtain customer service or an RMA (return merchandise authorization) number, please
send an e-mail to help@stonetilesupply.com. A customer service
representative will review your request and contact you within 24 – 48 hours.
Upon receipt of your e-mail, a trouble ticket number will be assigned to you
and an automated e-mail dispatched to your account notifying you that we
received your request and are reviewing it.
Thank
you for your cooperation!
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