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Ordering and Shipping Info

 

CUSTOMER SERVICE

This section will answer any questions you may have about your order.

For additional information, contact one of the following Stone Decorative offices:

EMAIL: info@stonedecorative.com

FAX: (805) 715-7002 in the U.S. or (450) 419-3555 in Canada

 

STONE DECORATIVE USA
877-944-0707 TOLL FREE

Champlain, NY 12919


STONE DECORATIVE CANADA
514-935-0707 LOCAL
877-935-0707 TOLL FREE
1933 Lionel-Bertrand
Boisbriand (Quebec) J7H 1N8  

 

PHONE:
In the US call 1-877-944-0707 (PST) or 1-877-935-0707 (EST), Monday thru Friday, 8:30am to 5pm.

In Canada call 1-877-935-0707 (EST), Monday thru Friday, 8:30am to 5pm.

 

ORDERING YOUR STONE DECORATIVE PRODUCTS

Great effort is taken to ensure reasonable consistent quality. However, all of our stones are natural stones and will vary in shape, color, texture, and/or size. Stone Decorative cannot guarantee uniformity, but will strive to maintain the highest levels of quality.

Shipping Method: Stone Decorative is proud to offer the industry's most aggressive pricing and freight rates. Most orders will be processed for shipment within 48 hours from receipt of payment. Our standard carrier is FedEx Ground. We cannot ship to P.O. boxes, APO, Hawaii, Alaska, or Puerto Rico. Please contact us for a customized shipping quote for expedited shipping, per-pallet shipping, or international orders. Although we will do our best to accommodate all shipping requests, we cannot guarantee date- or time-certain deliveries.

 

Pallet Shipping: Pallets are delivered on an 53-foot truck, and liftgate services may not be available in some areas. It is at the driver's discretion to determine the actual location of the delivery, especially in rural or restricted community areas.  Additional delivery charges and delivery time may apply.  The customer is responsible for unloading the bags, unless liftgate services are available (additional charges may apply). The customer will be notified of an expected delivery date and time. The pallets are usually delivered within 2 to 7 days from the time the truck leaves Stone Decorative. All other shipping instructions, policies, and restrictions apply.


Payment: Stone Decorative is currently accepting Visa, MasterCard, American Express, PayPal, and money orders. Payments by check may be mailed in, and will require additional time for bank processing. All credit card purchases are processed in real time through secure servers.

Duties & Customs: There are no duties on orders shipped within the USA and Canada. However, please be aware that duties and/or taxes, for which you will be responsible, may be charged by your local authorities once your package reaches your country. For more information please contact your local Customs office.

Return Policy: Stone Decorative cannot accept any cancellations, returns, refunds, or exchanges. Samples should be requested to assure that the correct stones are ordered for a project. As no two stones are alike, each bag of stones will have minor variances in shape, color, and size.

Exceptions may be made upon written pre-authorization. Please email info@stonedecorative.com for any requests. Please note that a minimum restocking fee of 10% on all returns will be charged, no exception. Some returns requiring more handling may incur a restocking fee up to 35%. IMPORTANT: Please note that any items returned without a written pre-authorization will not be processed. All returns must be received within 10 days of written pre-authorization.

 

Authorized returns must be in good condition, in original packaging, with order invoice and pre-authorization correspondence. Upon receipt and inspection of the returned products, Stone Decorative will refund the cost of the inspected merchandise, minus any restocking fee. Please note that the shipping and return costs, as well as duties and/or taxes, if any, will be your responsibility.

Stone Decorative may exchange any defective products within 15 days of receipt. All exchanges are subject to the discretion of Stone Decorative. IMPORTANT: If the products have been damaged during shipping, please email a photo of the damage at info@stonedecorative.com with any other pertinent information. You need to notify Stone Decorative of any damaged items in your shipment within 48 hours of receiving your order.

Your refund will be credited to the credit card used to make the purchase. If your order was paid by check, we will send you a refund check. Please allow two billing cycles for your refund to appear on your credit card statement.

 

Please ensure that all returned merchandise is packaged properly to avoid damage or loss. If the original packaging cannot be reused, repackaging is acceptable as long as the products are received in good and resalable condition. All returns are subject to the discretion of Stone Decorative. Custom orders cannot be returned.

We aim to process all returns within one week of receipt. Please contact our Customer Service at info@stonedecorative.com with any questions or requests.

 

Customer Service: Contact us via email at info@stonedecorative.com or by phone:

 

In the US call 1-877-944-0707 (PST) or 1-877-935-0707 (EST), Monday thru Friday, 8:30am to 5pm.

In Canada call 1-877-935-0707 (EST), Monday thru Friday, 8:30am to 5pm.

 

Privacy Policy: Please visit Privacy Policy for detailed information.

 

Warranty and Disclaimer

 

Stone Decorative provides a limited non-transferable warranty in U.S.A. and Canada on all of its stone products to the original buyer with a valid proof of purchase. The products are guaranteed against any material defects for a period of 1 year following their purchase. “Material defects" are any imperfections that can impair the use of these products. This warranty is limited solely to the repair or the replacement of defective stones. This warranty does not apply to any defects resulting from negligence, improper installation, misuse, overuse, overexposure or modifications made by the buyer or its agents. This warranty is only valid if the installation and use of the stones has been carried out in accordance with the instructions given by the manufacturer of the relevant gas or ethanol fireplace or other appliance in which they are used. Stone Decorative disclaims any and all other warranties, conditions, or representations (express, implied, oral or written), relating to the stone products, including, without limitation, any and all implied warranties of quality, performance, merchantability or fitness for a particular purpose. Accordingly, in no event shall Stone Decorative have any other responsibility and hereby limits its liability with respect to any other damages caused by its products including bodily or moral injury, injury to property, any lost profits, lost savings or incidental, indirect, special or consequential damages, arising out of the use or inability to use the product or related to their installation.



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