Q: What are your shipping rates and qualification thresholds?
A: We maintain a transparent freight structure. Orders totaling $200.00 and over qualify for Free Standard Shipping. For orders under $200.00, a flat shipping rate of $20.00 is applied at checkout. We exclusively ship to the contiguous 48 United States and do not deliver to P.O. Boxes or APO/FPO addresses due to carrier restrictions on architectural hardware.
Q: How long will it take to receive my order?
A: The total estimated delivery time is a combination of administrative processing and transit. Order processing requires 1-2 business days. Once processed and handed over to the carrier, transit requires an additional 3-7 business days. Therefore, you can expect your order to arrive within a total of 4-9 business days. Please note that orders placed after our 2:00 PM (MST) cut-off time will begin processing on the following business day, and we do not process orders on weekends or major public holidays.
Returns & Authorizations
Q: What is your standard return policy? Are there any restocking fees?
A: We accept returns within 30 days from the date of delivery. Returned fixtures must be completely uninstalled, unused, and in their pristine original condition with all mounting hardware and packaging intact. We are proud to charge a $0.00 Restocking Fee for all eligible returns.
Q: How do I initiate a return? Can I just send the hardware back to the address on the box?
A: No. Due to strict receiving protocols, you must never return a package without prior authorization. To initiate a return, you must email [email protected] with your Order Number and reason for return to obtain a Return Merchandise Authorization (RMA) number and specific return instructions. Packages sent back blindly will be rejected.
Q: Who is responsible for the return shipping costs?
A: If the return is due to a structural defect, transit damage, or an error on our part, we will provide a prepaid return label and cover 100% of the return freight. If the return is due to a project cancellation, ordering the wrong size, or a general change of mind, the customer is responsible for purchasing the return shipping label.
Specifications & Maintenance
Q: Will the metal finish and mother-of-pearl accents look exactly like the digital photos?
A: Because our drainage grates incorporate natural mother-of-pearl and utilize specific metallic brushing or polishing techniques, slight variations in surface texture, grain patterns, and light reflection are inherent to the materials. These natural variations ensure the sophisticated character of the hardware and are not considered manufacturing defects.
Q: Can I use the listed dimensions to prepare my floor or countertop cutouts before the item arrives?
A: We strongly advise against this. Industrial-grade metal machining carries a standard ±2mm dimensional tolerance. To ensure a proper fit and avoid costly modifications, project managers and contractors must have the physical fixture on-site to verify precise measurements before executing any permanent structural cutouts.
Q: What should I do if my fixtures arrive structurally damaged from transit?
A: While our components are highly durable, mishandling by carriers can occur. If your order arrives damaged, please contact us at [email protected] within 48 hours of receipt. You must include clear photographs of both the damaged product and the external shipping box (showing the label) so we can swiftly facilitate a resolution.
Transaction & Processing
Q: Is my payment and personal information secure?
A: Absolutely. Our checkout process is secured by industry-standard 256-bit SSL encryption. We are fully PCI-DSS compliant, meaning we never store your complete, original credit card data on our local servers.
Q: Can I modify or cancel my order after it has been placed?
A: We offer a strictly enforced 12-hour window from the time of purchase to cancel or modify your order. After this window, the order enters the administrative processing phase and can no longer be halted. Once shipped, you must follow our standard return procedures.
