15 DAYS TO RETURN THE PRODUCTS (20% re-stock fee)
Our goal is to not only satisfy your needs, but also to exceed your expectations, If for any reason you are not completely satisfied with our product, you may return it within 15 days of purchase. Our return policy is simple: just follow the return instructions, and we will make sure to process your return transaction as quickly and as easily as we processed your original purchase. Whatever the circumstance, we will work it out with you!.
Please check the RETURN INSTRUCTIONS for further and complete details.
If products you purchased are damaged when you receive them, you must contact us within 48 hours of receipt to make a claim and send photos of the dammage via email. We will contact you and make arrangements for a replacement. It is important you comply with this time limit, because if you don’t, we may not be able to make a claim and replacement may be denied.
For any dammaged item, a replacement item will be sent, in case you want your money back we will handle it as a regular returning product.
Is important that you contact us and return the products within 15 days of the receipt of your order. No refunds will be available after the 15-day period has expired. You must request a Returned Merchandise Authorization (RMA) number. In your email, be sure to indicate your order number (which will appear on the emails we sent to you), the name or Product ID of the product(s) that you would like to return, and the reason for the return. You will receive a prompt response from us containing your RMA Number along with the mailing address for the return, all the steps required to avoid any unnecessary import duties, and special return instructions, if any. You must send your return using a reliable carrier that offers tracking (UPS, FedEx, DHL, or Registered Mail). It is strongly recommended that you pack the products very well, send them with a traceable service, and insure the package, as you will be responsible for ensuring that all items arrive to us in their original condition. The customer is responsible for all shipping charges. a re-stocking fee of 20% of the price of the product will be applied. Once we receive the product, we will refund your payment minus the 20% re-stocking fee and if apply, minus the shipping costs charged (apply for any shipment different than the free ground method)
Refunds will not be available if the returned products have been damaged or altered in any way before reaching us. Please note that there will be no refunds or returns on custom orders. As a safeguard against potential abuse, we reserve the right to deny a refund to anyone who has made what we determine to be excessive returns.
We have the following Payment methods:
Online credit card payments or by phone : Visa, Mastercard may be used.
Online credit card payments through Paypal: Visa, Mastercard, American Express, and the Discover Card may be used.
CANCELING OR MODIFYING AN ORDER
Modifying an Order
You may change your order if your order has not been shipped from our inventory. Contact us immediately to warn us about the change. If the order has already been shipped, we will need to handle it as a return. In that event, please refer to our return instructions.
Canceling an Order
You may cancel your order and receive a refund if your order has not been shipped from our inventory. Contact us immediately, so we can check the status of your order and advise whether the order can be canceled for a full refund. If the order has already been shipped, we will need to handle it as a return. In that event, please refer to our return instructions.
Orders for items with a special order custom finish are not returnable and cannot be canceled.
PRICING ERRORS AND CANCELLATION OF ORDERS BY StoneSinks.com
We reserves the right to cancel an order any time before it has been shipped and the credit card charged if:
- Billing information provided for the credit card does not match the information on file with the card-issuing bank.
- The credit card is declined by the financial institution.
- Any error in the listing or price from us exists.
SHIPPING INFORMATION, TIME OF DELIVERY & COSTS
For a limited time, shipping and handling is free to the United States and Canada. free ground shipping is for Expedited Service, which takes about 7 business days for delivery, via either UPS or FedEx. For shipments outside of the free ground shipping area, please contact us to receive a quote for your shipping costs.
Time of Delivery
For in stock items, we ship within 2 to 3 business days of receiving your order. We ship through either UPS or FedEx ground service, which takes 5 to 7 business days for delivery inside the United States or Canada. So you will receive your order in about 8 to 10 business days!.
For out-of-stock products, please allow 3 to 4 weeks for delivery. Customers outside the United States or Canada, please contact us to check the time of delivery.
If you want to use a different shipping method from ours, we will charge extra shipping costs. It is important to contact us to determine the availability of other shipping methods in your area.
If we determine that we will not be able to deliver within the promised timeframe, we will immediately contact you by email (within one business day).
Since we use either UPS or FedEx for delivery, we are unable to ship to P.O. Boxes, APO's, or FPO's. Please be sure to provide a street address.
Though it is vary rare, a delay in delivery through either UPS or FedEx is possible and is out of our hands. In this event, please contact us to request the information needed to follow your order. We will provide you with the tracking number, so you can find out when to expect your order.
We will email you a tracking number, so that you may track the progress of your package. Tracking numbers are generally issued 2 days after an order is shipped. If you have not received a tracking number, please contact us and provide your order number.
ADDRESS ERRORS FOR WHICH WE ARE NOT RESPONSIBLE
A fee will be applied to all orders where:
- An invalid address has been provided by the customer, resulting in a surcharge from the carrier. Such an error may include, but is not limited to, invalid or incomplete address information; incorrect zip code; incorrect state or country information; typographical errors; or transposed digits.
- An incorrect address has been provided by the customer, and the package is returned as undeliverable.
- A move or sudden change of address results in the refusal or non-delivery of an order.
- 4. A P.O. Box, APO address, or FPO address has been provided as the shipping address.
The fee will consist of a $5.00 handling charge plus any applicable costs related to the re-routing, forwarding, or redelivering of the parcel. Please note that there is no charge for address changes that are made before an order is shipped
DAMAGED/INCORRECT MERCHANDISE OR INCOMPLETE ORDERS
We are focused on pleasing you. If you have received a damaged or incorrect item, or if you believe that part of your order is missing, please contact us immediately.
We will be happy to replace any damaged items, but you must contact us within 48 hours of receipt to make a claim, . It is important you comply with this time limit, we also need you to send photos via email to see the dammage because if you don’t, we may not be able to make a claim, and replacement may be denied.
We will contact you and make arrangements for a replacement, assuming a comparable replacement is available.
We do not refund for damage, but rather, we send a replacement item. If a refund is desired, you would need to handle it as a return, shipping the damaged item back to us at your expense. For more information, please read our return instructions.
When reporting damage, complying with the time limit is important, because if you don’t, we may not be able to make any claims, and replacement may be denied. Please be aware the insurance is trough a third insurance company, not trough UPS or FedEx, if you report the dammage to the freight company instead to us the claim won´t proceed and refund will be denied.
If you should receive a product other than the one you ordered, the correct product will be sent to you at no additional charge. Any products that might be missing from your order will be shipped as soon as possible at no additional charge to you.
DEFECTIVE MERCHANDISE /WARRANTY
The customer acknowledges that imperfections, including chips, veins, small cracks, color variations, and pattern and size variations, are normal due to natural stones and to the handcrafted process and are not defects. However, if for any reason, you are not completely satisfied with any of our products, you may return it within 15 days of purchase. Restocking fees will apply. Check our return instructions.
Our handcrafted products are of the highest quality available and we make every effort to inspect our goods before shipping to assure that quality. StoneSinks.com and MEXICAN CONCEPT SINKS makes no warranties, neither express nor implied.
UNCLAIMED AND REFUSED SHIPMENTS
A $25 fee (per package) will be charged for all refused shipments. In addition, the customer will be responsible for any return shipping charges assessed by the courier. The customer will be responsible for any duty or import charges on refused or unclaimed shipments, in addition to return shipping costs. Shipping costs are not refundable.
IMPORT TAXES OR DUTIES
Please note that we ship direct from Mexico, and so sales tax is not due on any order. For CANADA and other countries outside the United States, there are import taxes that client will have to cover when receiving the items. For US orders, normally there are no import taxes or duties, since the items are handled as handcrafts, which are normally duty free. However, please be aware that sometimes, though rarely, custom fees may apply.