Assume shipping by UPS or FedEx ground on all Wrought Aluminium, Cast Stone Installation Tools, Custom Stone Address Signs, and Cast Stone Faux Finishes. We cannot ship to PO boxes.
For a limited time, where indicated, prices on items from some of the above categories include FREE UPS/FedEx Ground shipping. Shipping available to US addresses in lower 48 states ONLY.
Canada/Mexico and Hawaii/Alaska customers please give US freight forwarders address for shipment.
- Defective Merchandise and UPS damaged-in-shipping:
In the unlikely event that you receive defective merchandise or shipping damaged merchandise via UPS, you must email us to receive a return goods authorization number from an In-Stone.com representative, and items must be returned within 10 days of receipt. If merchandise is returned without a return goods authorization number it will be refused. Merchandise must be returned with shipping prepaid by the customer. Upon an evaluation by our authorized service technician we will, at our option, refund or replace the product, including free shipping back to you.
For defective or damaged custom items, no return shipment is necessary- send us an email photo of the defective/damaged item and we will, at our option, refund or replace the product, including free shipping back to you.
- Inspect Your Merchandise shipped by a freight company:
When you receive an item that is shipped to you from a freight company, whether it is being delivered to your location or to a freight terminal, be sure to open the box or crate and inspect the merchandise before accepting and signing for delivery. We cannot be held responsible for any costs incurred to replace damaged merchandise that has been accepted and signed for. If you discover upon inspection that the merchandise is damaged, simply refuse to accept the delivery and we will replace that item at no additional cost to you once we receive the returned item from the freight carrier.
- Non-Defective Merchandise:
Where no error was made on our part, you must contact an In-Stone.com representative. We will, at our discretion, issue a returned goods authorization number. Merchandise returned with our permission, subject to our inspection, will be accepted for credit less a 30% restocking fee. Returned merchandise must be freight prepaid by the customer. All merchandise must be returned undamaged, unused, and in its original packaging. If merchandise is used or has been installed In-Stone.com will not authorize the return. Chemicals and liquids may not be returned.
- Custom Orders:
Orders for custom made merchandise are non-cancelable and non-refundable.
- Residential Freight Deliveries:
Orders are figured using ground shipment by FedEx or UPS.
If order is large enough we reserve the right to ship via motor freight common carrier services.
A freight company is contracted by us to deliver your merchandise to a local terminal. The freight company may offer residential delivery at an additional cost billed to the customer, or may not offer residential delivery. Therefore, when your merchandise arrives at the freight terminal, it must be picked up by the customer, or additional local delivery service arranged through a local delivery company at customers expense.
- Cancelled Orders:
If no portion of your order has shipped you may cancel your order within 72 hours of the time the order is placed. Cancellations may only be made via e-mail, no other method will be accepted.
Payment is charged in full at the time the order is placed. If your merchandise is not in our stock a special order will be placed immediately, thereby guaranteeing the price you were quoted.
- Shipping Lead Time:
We ship items as promptly as possible, but please allow approx. 1-2 weeks from order placement to delivery.
Lead times vary between items. The lead times quoted are approximate. Although, in most cases, your merchandise will ship before the end of the lead time, back orders may occur which will delay the shipment of merchandise.
General average lead times from order placement to shipment:
Stone Care Central: 1-2 business days
Cast Stone Installation Tools: 1-2 business days
Cast Stone Faux Finishes: 1-2 business days
Custom Stone Address Signs: 2-3 business days
Wrought Aluminum Statues, Mantels, & Patio Decor: 2-3 business days
Polyuretane Decor: 4-5 business days
Plaster Art: 4-5 business days
ADDITIONAL ACTUAL TIME IN TRANSIT FOR UPS GROUND SHIPPED ITEMS IS APPROX. 3-5 WORKING DAYS.
- Order Confirmations:
If an e-mail address is provided you will receive an e-mail confirmation of your order. If we do not receive a dispute via e-mail within 72 hours of the e-mailed confirmation, you agree to accept the terms and conditions as stated on our website. If you do not have an e-mail address to receive confirmation, the terms and conditions are posted on our website and where no dispute was made within 72 hours of your order, your acceptance of the terms and conditions is assumed.
- Claims of nonreceipt:
All claims of non-receipt of items must be made within 14 days of shipment notification. Our sole remedy for claims of non-receipt is reshipment of merchandise.
- Refused Merchandise:
Refused merchandise without receiving an RGA# from a In-Stone.com Representative, will not be accepted and will be returned to the customer at their expense. For further questions regarding these policies, please email us at firstname.lastname@example.org.
- Limitations of Liability:
In purchasing In-Stone.com merchandise, you [purchaser] agree that the limitations for any and all damages, fees, costs, and expenses relating to, directly or indirectly caused by the use, misuse, ownership, or handling of In-Stone.com merchandise is limited to the actual purchase price of the In-Stone.com merchandise in every circumstance. Purchaser assumes total and complete responsibility for any and all damages, and will hold harmless [In-Stone.com dba In Stone], and hereby waives any and all tort or right of legal recourse in perpetuity. Placement of your order will be deemed acceptance of this written limited liability contract.