ATTENTION CUSTOMER! PLEASE READ ALL OF THE FOLLOWING
The below information outlines all shipping-related concerns, including: transit times, tracking questions, liability for damages and unforeseen issues, and replacements/returns. By purchasing a product from us, you agree to all of the below policies. It is the customer's responsibility to read them carefully.
- Damages, Claims, and Liability
- Repairs, Replacements, and Returns
- Satisfaction Guaranteed
- Back Ordered Items
- Payment Agreement
- Sales Tax
- Sales Contract
On your credit card bill this charge will show up as "LTD Online".
Placing an order with us indicates that you have read and agreed to all of our policies below. Please review the order form and check to make sure the order is correct and that no changes are necessary. It is your responsibility to alert us of any changes to your order immediately. Please be sure you understand what to expect and what your responsibilities are when your shipment arrives.
Items with "Free Shipping" will not be provided with tracking numbers to keep our shipping costs down and "free" to you. If an item is late and has exceeded our quoted delivery time by more than five (5) business days please email us at email@example.com so we can put a trace on the missing item. Our customer service representative on the phone cannot give out any information about your shipment for security reasons.
Total Delivery Time
The total delivery time is how long it takes for you to receive your item after you place an order. This is comprised of the following time spans: 1. Processing Time and 2. Shipping Time.
Processing time is how long it takes an item to leave the warehouse after you place your order. This is the same as the "Ships In" time indicated on each product web page. Exact ship out times can be found on the product page.
Shipping time is the length of time your product spends in transit between our warehouse and your home. Once shipped items can take between 5-10 business days to arrive at your home. Please note that custom orders take longer to ship out due to additional processing by 10-20 business days. No ship out times are guaranteed, and delays can occur if there are billing and availability issues. In these cases customers will be notified.
Standard delivery includes delivery to the threshold of the foremost entrance to the home or office. This is generally the front door or garage of the building/residence. Standard Delivery does not constitute inside delivery, and the shipper will not assemble your products for you. "Free Shipping" applies to the lower 48 US States. Outside of the lower 48 US States shipping is charged based on weight and freight class; please call for a shipping quote.
Delivery Appointment: Scheduling a delivery appointment when the shipping carrier calls (usually 2-3 days in advance) at a time when you can be home to sign for the items within the carrier's business hours, Monday through Friday. Any and all fees resulting from re-delivery will be the sole responsibilities of the customer so please do not miss your scheduled delivery appointment. Redelivery can take up to a week depending on your location.
Damages, Claims, and Liability
ATTENTION CUSTOMER: OPEN PACKAGE(S) IMMEDIATELY IN FRONT OF DRIVER
Customers are responsible for reporting damage within one (1) business day of receiving your product to our claims department so we may report to our shipper accompanied with emailed pictures of the damage.
By purchasing a product from us, you agree to the following procedure for delivery:
- Always write "subject to inspections" next to your signature. Items rarely get damaged in shipping, however in the event that damage does occur, we will replace or fix the damaged item if a customer has followed our instructions.
- YOU MUST INSPECT ALL ITEMS despite any pressure from hurried delivery drivers for you to simply sign for your package. This includes noting all damages to packaging and opening the boxes to inspect the contents as well. Any damage to the product that is not noted on all copies of the bill of lading will be the responsibility of the customer if the damages are transit related. Proper notation on all copies of the Bill of Lading is the only way for us to receive compensation and fix your product.
- If you do not have time to inspect your package(s) you must write "DAMAGED" on the Delivery Receipt and Bill of Lading.
- Notify us of damage within one (1) business day of delivery and fill out our contact us form. You will be responsible to file a claim with the freight carrier if you have not notified us of the damage within one (1) business day.
- Do NOT wait to check your order, even if you are holding your furniture and awaiting completion of a home improvement project. If you wait, we will not be able to help you if there is any damage or missing pieces, as all damage and missing hardware must be reported with one (1) business day. After one (1) business day the customer is financially responsible to purchase a replacement part (or parts) at their expense.
Repairs, Replacements, and Returns
We reserve the right to repair or replace any item reported damaged. The decision to repair or replace will be at the discretion of our customer service department. It will be at the discretion of customer service department to have a professional furniture technician inspect the items and report back to us. At that time we will make the decision to repair or replace the item. If we determine that repair is impractical, you will be furnished a substitute unit of the same item design, style and quality. If parts or pieces are missing or need replacement they may have to be ordered from the manufacturer. Since some of our manufacturers are located overseas, replacement parts and pieces normally take 4-6 weeks. If repairs are needed, we will contact our technicians who will in turn contact you to set up an appointment to inspect the furniture and assess the situation. Please keep in mind; if parts must be ordered for repairs to be completed, additional time will be required. If you decide not to allow us to repair or replace the items, they may be returned under our standard return policy and you will be responsible for roundtrip shipping and a restocking fee of ten percent. Free shipping does not apply to returned merchandise.
Due to the unique nature of stone products, they can vary slightly in color from product to product. This is not considered a reason to return.
In the unlikely event that you are not completely satisfied with your purchase, you are welcome to return the product to us within fifteen (15) days of purchase for a full refund of the purchase price, less original delivery and return shipping and ten percent restocking fee. Free shipping does not apply to returned merchandise. Original shipping costs to your home or business will not be refunded. In order to ensure a full refund, the product must be returned unused, in new condition, with the original packaging materials intact. Many times the delivery companies will try to take the packing material from your premises. If you want the ability to return the item for any reason you must keep the boxes and/or ask them to leave them. Please note that we cannot accept any used merchandise. We ask that return shipping be prepaid by the customer, and all packages must be insured for the full retail value. All returns must be accompanied by a Return Authorization Code. This can be obtained by calling our customer service department. Any return not accompanied by an authorization code cannot be accepted by our shipping department and no refund will be issued.
Order Cancellation Policy
Orders that are cancelled prior to shipping will be assessed a ten percent (10%) restocking fee to cover administrative costs incurred to process your order. Please keep in mind that once an order has shipped, it cannot be cancelled. If you refuse delivery of you order, it will then fall under our standard return policy and will be subject to a deduction of roundtrip shipping and ten percent (10%) restocking fee.
Orders cannot be cancelled over the phone. We must receive your request in writing at firstname.lastname@example.org one (1) business day prior to shipment. If you do not receive a confirmation cancellation email from us, your order has not been cancelled, we did not receive your email, and it will fall under our return policy.
Custom and made to order products must be cancelled with twenty-four (24) hours of placing an order or they can no longer be cancelled and refunded. Custom and bulk orders of two (2) or more are non-refundable. Because many of our products are made of natural materials (wood, slate, marble, rock, etc...) variances between the pictures on our web site and actual product delivered are common. This variance in the natural color makes each item unique and is not a justification to cancel or grounds for a return.
Back Order Items
By placing an order for a back ordered item the customer agrees to pre-pay for the item. Back order items can be cancelled but are subject to all of the conditions and fees of regularly stocked item cancellations. By processing your payment we guarantee to reserve the back order item(s) for you and deliver as soon as possible.
Customer agrees to not hold us financially responsible nor will we compensate for unexpected delays caused by vendors, manufacturer, shipping carriers, and weather. It is recommended that you schedule plumbers or contractors after you have received your furniture to avoid any problems. Specialty made and back order items can be delayed three weeks or more due to U.S. customs. Customers will be notified via e-mail as soon as we foresee a delay. We are dedicated to delivering your order before the estimated delivery time expires but we cannot always control third party situations. Delays are not a right for cancellation.
Any and all fees associated with missed delivery appointments, storage fees, and canceled or product refusals will be automatically billed to the customer's card on file and another delivery attempt will be made. If card on file cannot be billed customer agrees to send money order or cashier's check within seven (7) days or be turned over to collections.
Customer agrees to not hold us financially liable in excess of the purchase price of your order. Your use of this site shall be governed by all laws in the state of California. Customer agrees that jurisdiction over any legal proceedings directly or indirectly arising out of or relating to this site or its products shall be in the state or federal courts located in San Diego County, California. Any cause or action or claim you may have with respect to this site or your purchase must be commenced within one (1) year after your purchase.
All California residents must pay sales tax.
The entire sales contract between the customer and our company will be set forth in the invoice and/or accompanying or referenced documents and emails provided by us. To guarantee accuracy, oral statements made by any employees or personal shall not be relied upon as part of the sales contract. Only written statements, facts and policies are considered part of the contract.
All Superior SMC-6850 images are copyrighted 2012