Terms & Conditions

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Offering Free Shipping, Price Match and No Sales Tax*
Phone: 1-888-682-2591
Call 7 days 9:00am-5:00pm PST
Welcome

Terms & Conditions


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 and it is the customers responsibility to read them carefully.

*** On your credit card bill this charge will show up as “STL Stores Inc” ***

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.

Shipping:

Tracking Numbers:

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 5 business days please email us at: 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 two time spans: 1. Processing Time and 2. Shipping Time.




Processing 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:

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 “Processing Time” 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.

Delivery:

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.

Damages, Claims, and Liability:

Customers are responsible for reporting damage within 1 business day of receiving your product to so we may report to our shipper accompanied with emailed pictures of the damage. When required to sign for your product 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 customers has followed our instructions.

*** ATTENTION: CUSTOMER! *** OPEN IMMEDIATELY IN FRONT OF DRIVER ***

Product inspection – despite any pressure from hurried delivery drivers for you to simply sign for your package YOU MUST INSPECT ALL ITEMS. 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. *Products that are shipped via UPS Ground or FedEx Ground do not need to be opened in front of the driver unless there is clear visible damage to the packaging. If there is clear visible damage to the packaging of your product please notate "damaged" prior to signing for it. Upon receipt please inspect the product and report any damages or defects within 1 business day, email all pictures of the damage and part numbers of the pieces that need to be replaced to: , please remember to include your order ID number.

*** You or the Driver needs to NOTATE ALL DAMAGE on all copies of the Delivery Receipt then please accept the delivery ***

*** We will not be held responsible for any damages to your product unless it is properly noted on all copies of the delivery receipt/bill of lading.

*** Notify us of damage within 1 business day of delivery and fill out our damage claim form at: you will be responsible to file a claim with the freight carrier if you have not notified us of the damage within 1 business day.

If you are holding your furniture and awaiting completion of a home improvement project, do not wait to check your order as 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 1 business day. After 1 business day the customer is financially responsible to purchase a replacement part or parts at their cost.

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 determines 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 product 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 round trip shipping and a restocking fee of ten percent.

Any and all returns must be made within 15 days of receipt, return requests must be made in writing. We cannot accept returns for any products outside of that window of time. Products being returned must be brand new, unused, and in all original packaging.

Due to the unique nature of stone products can vary slightly in color from product to product and is not considered a reason to return. We currently do not accept returns for Gel Fuel, Bio-Fuel, Vio-Fuel, or any other fireplace fuel.

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.

Manufacturer Warranty:
All warranty is provided by manufacturer if any. Please refer to product page for warranty information and contact manufacturer for warranty detail. In order to get manufacturer product warranty service, manufacturer may ask you to provide a copy of a sales receipt, gift receipt, or purchase invoice showing the original purchase date.

Satisfaction Guaranteed: In the unlikely event that you are not completely satisfied with your purchase, you are welcome to return the product to us within 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 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 restocking fee.

Orders cannot be cancelled over the phone. We must receive your request in writing at 1 business day prior to shipment. If you do not receive a confirmation cancellation email from us your order has not been cancelled and we did not receive your email and will fall under our return policy.

Custom and made to order products must be cancelled with 24 hours of placing an order or they can no longer be cancelled and refunded. Custom and bulk orders of 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. We reserve the right to cancel any order for any reason at any time.

Back Ordered 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 items for you and deliver as soon as possible.

Delays: 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.

Payment Agreement: Any and all fees associated with missed delivery appointments 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 7 days or be turned over to collections.

Liability: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.

Tax:We must collect CA sales tax 8%

Sales Contract: The entire sales contract between you 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.