Policies & Terms

Ready to Take Items

Return of Un-Opened Pallets

Pallets that remain in the same condition as when purchased or delivered, containing all original stone and un-cut wire, will be considered "un-opened pallets” and are eligible for return within 30 days of delivery. All materials and products are inspected once they return to our yard.

For Un-Opened Pallets a 25% restocking fee and original shipping charges, if applicable, will be deducted from your original merchandise purchase. In the case of an on-site pickup from the customer's location, an additional pick up charge will be deducted from your credit total.

Return of Open Pallets

Pallets returned with missing stone, cut wire, or that must be re- stacked / re-wrapped will be considered "open pallets” and are eligible for return within 30 days of delivery.

For Open Pallets a 50% restocking fee and original shipping charges, if applicable, will be deducted from your original merchandise purchase. In the case of an on-site pickup from the customer's location, an additional pick up charge will be deducted from your credit total.

Other Considerations

Any ready to take orders not picked up or delivered from our business locations will be cancelled upon request for a full refund within 30 days of purchase. After 30 days, a restocking fee will be assessed and applied based on length of time from order.

We will be happy to assist in calculating material for job estimation purposes; however, we highly recommend that you speak with your installer to get accurate footages. Restocking and Pickup fees apply to returns of material overages, so please be sure the correct amount of material is ordered for your project.

Return requests must be submitted within 30 days from pick up or delivery. Items older than that are not eligible.All material must be inspected prior to processing any return.

Also, please be aware that custom-made and special-order items are non-returnable.

Professional Partner Discount

With prior management approval, orders may be called in and paid at time of delivery or a check mailed in. In all cases if a delivery is made and the payment is more than 10 days after the delivery, the Professional Partner discount will be void and the full balance will be due.

Custom Orders

Deposits

For all custom orders a 50% deposit is required to begin production. Shipments will be billed as delivered with payment due upon receipt. The deposit will be applied to the last shipment(s).

Cancellations

Once a deposit is placed, an order cannot be changed or cancelled and the full amount will be due within 30 days from the notification of change. Should there be a delay in timing for delivery at the Customer’s request, the payments may be extended based on the manufacturers discretion. Additionally, any reduction in financial commitment to an order for cancellations, reduction in quantities or changes in specifications are at the sole discretion of the manufacturer.

Returns

If for any reason an item is made incorrectly from the final sales order, it may be returned for a replacement piece at the manufacturers expense. If the item was ordered incorrectly or if it was not identified during the approval process for shop tickets and setting plans, it will be up to the customer to replace the piece and any financial consideration is at the discretion of the manufacturer.

Payments

Forms Accepted

For our ready to take items, we accept Cash, Check and Credit / Debit Cards that may be paid in one of our business locations or over the phone for Card payments. You may also mail in a check if your order lead time allows for receipt of payment prior to or upon delivery.

For custom orders we accept Cash, Check or ACH deposit. If you would like to use a credit card, an additional 3.5% processing fee will be applied to the total.

Returned Checks and Late Payments

Any check returned for insufficient funds will be assessed a $75 fee plus $100 per week until the amount is paid in full with another form of payment.

For late payments on billed accounts, our terms are due upon receipt (unless otherwise agreed upon up front). If payment has not been received within 10 days of the billing day a late fee will be applied in the amount of 1.5% and an additional 1.5% per month there after.

Special Terms & Arrangements

If you need special financial terms, change order considerations, deposit and billing schedules, hold order arrangements or any other special circumstances, please contact us to discuss. On large projects, we are happy to work with you upfront to ensure we find mutual solutions and aligned terms.