What happens if my order is damaged?
In the unlikely event that an item you ordered arrives damaged or is defective, you may replace the item with a replacement or get a full refund, as long as you report the issue within the following timeframes:
For Items Shipped by Parcel Carriers (such as FedEx, UPS, etc.):
- Damaged and Defective Items: Within 72 hours of delivery. It's critical to report the issue within this time period so that a claim can be filed with the carrier.
For Items Shipped by Freight Carriers (including White Glove Service):
- Damaged Items: Within 48 hours of delivery. It's critical to report the issue within this time period so that a claim can be filed with the carrier.
- Defective Items: Within 72 hours of delivery.
Should you find a damaged or defective item, rest assured, our Support team is on standby to assist in sorting this out with you. Please email firstname.lastname@example.org with your order number and they will help you out.
Are natural imperfections coveraged in our damages policy?
It's worth noting that elements sourced from nature, like timber and stone, showcase inherent variations and unique quirks. For instance, when exotic timber gets acclimated to colder environments, it might exhibit minor contractions or fissures. This doesn’t necessarily indicate a defect but signifies its genuine and distinctive character. We will evaluate concerns on a case by case basis, please reach out to email@example.com if you have any questions before ordering.
Does your damage policy include wear and tear?
While our damage resolution process is geared towards addressing defects or damage during transportation, we recognize that wear and tear might set in over prolonged use. It's important to note that damages that happen gradually are not included in our warranty. Nevertheless, we remain committed to providing helpful cleaning, care, and repair advice to all clients whenever feasible.
Where can I get cleaning and care instructions for my product?
Please email us at firstname.lastname@example.org with your product or order number and we will send you the cleaning and care instructions for your item.