The most frequently asked question we receive is “What happens if my item arrives damaged?”
Never fear, as all of our orders ship 100% fully insured against shipping damage and manufacturer defects. If an item arrives damaged, you simply refuse it, note the damage on the delivery slip (take a few photos of the damage as well!) and we will have a replacement item shipped out to you as soon as possible. If you do not have time for a replacement to be shipped, we will refund you in full.
If the delivery driver will not allow you to inspect the item(s) prior to accepting the delivery, you are still covered in the event of “concealed damage.” We just ask that you note on the delivery slip that the driver would not allow you to inspect first, document the condition of the box(es) then report any damage or defects back to us within 24 hours via email or phone and we will help get the item(s) replaced as soon as possible.
If an incorrect item arrives, or an item was sent in error, we will have the item replaced as soon as possible or returned to our warehouse at no cost to you.
Hand-made wood furniture and stone/quartz/ceramic/glass countertops will have some natural variations in color/texture/shading/veining etc. and +/- size tolerances as much as 1-inch so if your space has very specific measurement requirements, be sure to contact us first via any of the following options below and we can have the warehouse take exact measurements of the item(s) you are considering.
Via email at firstname.lastname@example.org
Via phone at 909-303-3323
Please also note that computer monitors & cell phone/tablet screens screens can vary so the colors of your item may look slightly different in person than they do on your screen. Ask us about having wood and stone samples sent to you plus additional photos as these are available on some of our products.
If you need to return an item that is not damaged/defective/incorrect (i.e. Buyer’s Remorse) that is no problem. You have 7-days from the date of delivery to return an item that you do not wish to keep. Please save all of your packaging materials, including the pallet if your item was shipped on one. The item(s) must be in new, re-sell able condition (not installed/used/damaged) and packed up in their original foam/boxes.
Contact us via any of our customer service methods (see above) and we will create an RMA number for you. The customer will pay return shipping charges and 15% re-stocking fees. To minimize the chance you will need to return your item(s) we can offer send you wood samples , additional warehouse or showroom photos of the products and can get you specific measurements from the warehouse if your space tolerances are very tight. Call us at 909-303-3323 to request samples or additional info about any of our products
We will let you know the cost for returning the item(s) and will create the Return Merchandise Authorization number (RMA) for you. We will email you the needed paperwork for returning your item(s) and assist you in scheduling the pickup. We may need photos of the product and packaging for insurance documentation before the item is shipped back, as some carriers deem a returned item to be “used.”
Once the item(s) are returned and found to be in like new, re-sell able condition, the refund will be processed back to your original method of payment.
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond as soon as possible with instructions for how to return items from your order.
We can ship to virtually any address in the UNITED STATES. Note that there are restrictions on some products, and our products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider, shipping date estimates may appear on the shipping quotes page.