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Ordering and Shipping InfoIf you need help or have questions regarding your order please read this section first. If your question is not answered below, please e-mail us at:
For a return authorization, please email us first at What forms of payment are accepted? Stone Decorative is currently accepting orders using: Visa, Mastercard and PayPal. Orders by check may be mailed in. If paying by check, please be sure to allow time for check clearance. How will my order be shipped? Orders are shipped, with only a few exceptions, within two weeks of the date payment is received. Stone Decorative uses Purolator, UPS Ground or FedEx Ground whenever possible. What about shipping costs? In the USA (Continental) and Canada, shipping costs are usually prepaid by us and this is indicated in the order form. Elsewhere, shipping costs vary according to the weight and the distance. Please email us before ordering so we can send you a quote for the shipping. Don't forget to mention your exact shipping address and the products and quantities you want. We use reliable and competitive carriers, but you are, of course, free to choose your own carrier, at your own expense Do you charge sales tax? No sales tax is charged on orders shipped within the USA. Canadian orders will be charged applicable GST taxes. Quebec residents will have to pay the provincial sales tax. What about customs and duties? We do not collect tax or 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. What if a product received is defective? We hold to the strictest standards of quality control, and all of our products are fully warranted. If by chance you receive an article that is defective, we will replace it without delay. Just contact us by e-mail at for the best return procedure. If your article is damaged in shipping, the issue can quickly be resolved by notifying the carrier. If any of your questions are not answered here, please contact us at: What if I want to return something? Great effort is taken to ensure reasonable consistent quality. However, all of our stones are natural stones and vary in shape, color, texture and size. Accordingly, we cannot guarantee uniformity in shape, color, texture and size. We will be glad to refund or exchange any incorrect orders within 15 days of receipt. Returns must be in good condition, with all original certificates and papers. Please ensure that all returns are packaged properly to avoid damage. If the original carton is compromised from initial transit, repackaging is acceptable provided the goods return in new condition. If tiles or stones are damaged during transit by the shipper, we will refund you, less the amount of damaged products. Please contact us before returning goods at Please include a note with your address and daytime phone number along with your instructions and a copy of your sales receipt or packing slip. Stone Decorative reserves the right to modify its exchange and return policy. Can I cancel an order by email? Yes, if it has not already shipped. Just send us an email at: You can also call us toll free at: 1 (877) 935-0707 What is your refund policy? Once we receive the return and determine that it complies with our conditions, we will promptly refund you the cost of the merchandise. Your refund will be credited only to the credit card you used to make the purchase. If your order was paid by check, we will send you a refund check. We ask that you kindly allow two billing cycles for your refund to appear on your credit card statement. Please note that you are responsible for all shipping as well as duties and/or taxes, if any. For all returns there is a 35% restocking charge. How safe is my credit card information? When you buy from us, your credit card purchase is processed in real time through secure servers. We don't stock any credit card number. In fact, we don't even see your credit card number. Is our privacy protected? Yes. For more details, please see our Privacy Policy page.
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