Free Insured Shipping & Return Policy
THE most asked question we receive is “What happens if my item arrives broken?”
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 (snap a few photos if you can with your cell phone) 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 the damaged/defective item(s) are not needed back at our warehouse, we may have them donated to a local charity such as Habitat for Humanity.
If an item arrives and is not as advertised or the incorrect 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 a 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 live chat at the bottom right corner of the site (the blue tab)
Via phone toll free at 888-409-2284
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 need to return an item that is not damaged/defective/incorrect (i.e. Buyer’s Remorse) that is no problem. You have 30-days from the date of delivery (14-days for James Martin products) 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-sellable 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. Round trip shipping charges are billed back to the customer in the case of buyer's remorse returns and any applicable re-stocking fees (see the list of brands below that charge a re-stocking fee).
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-sellable condition, the refund will be processed back to your original method of payment.
Brands that charge a re-stocking fee on returns are - Fresca, James Martin, Avanity, VirtuUSA and Design Element