What to do if you receive a visibly damaged shipment:
If you receive a shipment, for which you have to sign, and the package clearly has been in a fight of some kind, please don't just sign your name.
Signing, without noting the issue, indicates you have received it IN GOOD CONDITION and the responsibility shifts to you. If you sign off as damaged and get a copy of the paperwork, you (we) have recourse. Most shippers will not honor claims when you have signed for the shipment without noting visible damage. Photographing it, prior to opening, is always most helpful (in the presence of the delivery personnel is even better.)
If there is hidden damage, you must keep the item, the box, and the packing material for inspection.
I get it. Sometimes it just isn't what you expected or wanted. I want you to love and enjoy what you get.
Please do not send something back without first contacting me so I can confirm shipping information and know that I should be expecting your package (see return packing guidelines below)
For a refund or store credit (not including shipping and insurance), you have 15 days (from date of purchase) to get it back to me in original condition. Between 15 and 30 days returns will be subject to store credit. No returns are accepted after 30 days so please don't send them back. Returns must be made by the original purchaser.
Assuming the goods are returned on time and in good condition, the order will be refunded less any shipping and insurance costs.
No refunds or credit are available for custom orders, modified or adjusted pieces, or layaways.
For any customer with high return rates within a short period (generally three or more returned items in one month), we reserve the right to charge up to a 15% restocking fee on any additional and/or future returned items.
You are responsible for the shipment until it is safely back in my hands, send items back uninsured at your own risk. Please retain ALL shipping and insurance paperwork as you will need it to execute any claims.
Please require a signature on the return so someone actually can eyeball the package and make sure it doesn't look like it was run over by a truck. We will make every effort to take the same precautions on the return as we ask of you on the outbound shipping.
Return packing guidelines:
The item(s) should not move or rattle inside the box or boxes.
Padding between the item and the box walls should be approximately 2 inches or more on all sides. Shipping carriers can deny insurance claims on damaged items if they deem the item was packaged inadequately.
If you have received a damaged package, discover hidden damage, and/or are uncertain if you want to keep some or all of the order KEEP ALL OF THE ORIGINAL PACKING. Even is you are unable to reuse it, you have a good guideline. Items that were sent double boxed should be returned double boxed.
And remember, no item to be shipped should make any sound (rattle or shift inside the box) once it is properly packed!
QUESTIONS? Please ask, I'll be more than happy to help.
© 2019 Native Silver & Stone LLC.