At Stone & Tile, excellent customer service is our trademark.
60-Day Money Back Guarantee
We provide a 60-Day Money Back Guarantee to ensure 100% customer satisfaction.
Eligibility for the money back guarantee requires that:
The product is in its original packaging.
The product has not been used, installed, removed and then returned.
Returns due to natural color:
There is a 25% restocking fee on all returned products that have no issues. If you return a product because of its natural color, you will be charged a 25% restocking fee. All our natural stone products are products of nature and as such any variation in color, veining, texture and pattern must be accepted.
You are responsible to pay the return shipping charges if there are no issues such as fissures, scratches, chipped or broken corners, or cracks with the product.
The original shipping charge, as well as the 25% restocking fee will be deducted from the credit total. The remaining credit will be issued back to the original method of payment used to place the order after all of the material is received and inspected in our warehouse.
Returns due to quality issues:
If quality issues such as fissures, scratches, chipped or broken corners, or cracks are the cause of return, we will then there is no restocking fee.
We will arrange the return and issue a full refund which includes the initial shipping charge after we receive and inspect all of the material at our warehouse.
Absolutely no returns are accepted after 60 days of receipt of products.
Product Related Issues
Any product-related issues should be emailed to email@example.com with the following information:
Your order number.
Preferred contact information.
Pictures showing the problems with the product.
A description of problems with the product, including the quantity affected and any other details you feel are necessary.
Once we receive your email, we will determine whether the product has any quality issues and contact you as soon as possible.
Products Damaged During Delivery
It is very important that you check your order as soon as you receive it for any damage or sign of harm.
All orders are carefully packaged to avoid damage during delivery. Damaged products will almost always be visible on the exterior of the boxes, pallet or crate. Therefore, recording damages on the waybill at the time of delivery is critical.
Please see the section on "Inspecting and Signing off your delivery" located on our Shipping page.
All our third-party shipment carriers carry insurance against damage and loss as long as you include a statement describing how you received the order on the waybill. The terms and conditions of the insurance, as well as the coverage amount, depend on the third party carrier and your order weight. The standard insurance cover for most of our third party carriers is $5.00 per lbs.
We are happy to assist you in filing a claim with the third party carrier for any damages or loss incurred during shipping.
All materials and products are carefully inspected once they return to our warehouse.
If the order is returned not because of product or quality issues, we check to make sure all items are returned in their original packaging. The return shipping charges are your responsibility. The original shipping charges as well as the 25% restocking fee will be deducted from your credit total.
Products returned due to quality issues will be inspected to check the issues described or photographed in the return email. After confirming the issue on our end, you will be refunded fully, shipping charge inclusive. No additional charges such as restocking, original or return shipping get deducted from your credit total.
All refunds occur within a 4 – 6 weeks window from the date the products get to our warehouse. An email of the receipt for the credit amount will be sent to you so you can confirm it with your bank.
Please do not hesitate to check with us for any questions regarding returns, shipping, refund or products toll free at 1-877-416-1500 or firstname.lastname@example.org.