Ordering Process, Shipping, Cancelation and Return Policies
Welcome to Sea & Stone Bath!
Table of Contents
- Order Confirmation and Processing
- Order Shipment
- Product Inspection/Damages
- Cancellations & Returns
- Product Descriptions and Warranties
- FAQ (Frequently Asked Questions)
Order Confirmation and Processing
At Sea & Stone Bath, we prioritize both your satisfaction and our commitment as a merchant. Here's what to expect after placing an order:
- Confirmation: We'll verify the availability of the item, its compatibility with the shipping address, and any potential delays. If your order aligns with the advertised delivery time, it will be sent to the warehouse for shipment. If the expected delivery time exceeds the advertised frame, we'll contact you via email and/or phone for confirmation.
- Credit and Fraud Protection: Our dedicated department will validate and secure your credit card payment information.
- Processing Time: Most in-stock items are processed within 24 to 48 hours. For sought-after items that are not currently in stock, we may be able to offer the option of backorders to ensure you secure the next available item.
- Weekend Support: Please note that no orders are processed or shipped on Saturdays, Sundays, or Holidays. Our limited customer support via chat is available during these times for product and ordering queries.
Note: Sea & Stone Bath offers premium, custom, or made-to-order items as well. Please be aware that cancellation or refunds for these items may not be possible once payment is collected. Processing time may vary depending on manufacturing time. Despite the higher cost of these items, we provide complimentary shipping for these as well.
- All orders ship fully insured.
We aim to make your shopping experience as seamless as possible. Here's what you need to know about shipment:
- Shipping Options: "Free Shipping" constitutes Curbside Delivery. If you have special requests or needs (e.g., Inside Delivery), please contact us before shipment. Additional costs may apply.
- Delivery Scheduling: The shipping carrier will contact you once your shipment arrives at the delivery terminal to arrange a convenient delivery day and time. Failure to accept delivery may result in storage charges, which will be the customer's responsibility.
- Pre-Shipment Notations: Please communicate any scheduling complications or needs before shipment to avoid potential additional charges.
- Inspection Upon Delivery: It is crucial to inspect the external packaging for any damage before signing for the item. If any issues are observed, please follow the provided guidelines for reporting damages in the next section.
- Tracking Information: Tracking details will be emailed to you as soon as they are available. Freight shipments typically take 2-10 business days based on distance.
Note: We currently only ship to the contiguous United States (Lower 48 and D.C.) and do not ship to Alaska, Hawaii, or internationally.
- All orders ship fully insured.
Your satisfaction is our priority. Here's how we handle product inspection and damages:
- Initial Inspection: Upon delivery, it is your responsibility to ensure that the product has not been damaged during shipping. Inspect the packaging of all items and check if you received all boxes listed on the delivery receipt.
- Noting Damages: If you notice any damage or shortage of packages, please make a note of it on the bill of lading, take pictures, and refuse delivery. Your note should state "refused due to damage".
- Concealed Damage: If there are no damages visible before opening the box, you must note "subject to further inspection may contain concealed damage". By signing a freight delivery without making any notes, you accept the product as it is and release the seller from any liability.
- Reporting Damages: If you notice any damage after receiving the delivery, do not discard the box. Contact us with photos of all sides of the packaged goods within 2 business days. We cannot process your claim if you fail to send images within 2 business days.
- Claims Process: After we receive information from you about the refused delivery or concealed damage, we will immediately initiate a claim with the shipping company or with the manufacturer. Once the claim is fully processed, we will ship all replacements at absolutely no cost to you.
- Non-Damage Related Refusal: If you refuse an order shipped by common freight carrier for any other reason than damage, defect, or the wrong item being shipped, you will be subject to a 20% restocking fee and return shipping fee.
Cancellations & Returns
We understand that circumstances may change. Here's what you need to know about cancellations and returns:
- Order Cancellation: You may cancel your order at absolutely no cost to you before the shipping label or Bill of Lading has been created.
- Custom or Made-to-Order Items: For these items, cancellations may be possible if the order has not gone into production. If you have concerns, please contact us promptly for detailed information at the initial placement of the order.
- Return Policy: You can return all non-custom or made-to-order items within 30 days of delivery, unless otherwise noted on the product page.
- Eligibility Criteria: To be eligible for a return, the item must be unused and in the same condition as you received it. It must also remain in the original packaging, with the packaging in perfect resalable condition.
- Installed Items: Once installed, an item cannot be returned due to the numerous variables in the installation process.
- Return Costs: The cost of shipping the product back to the warehouse will be deducted from the refund. Additionally, there is a 20% restocking fee for all returns. Please contact Sea & Stone Bath for information on associated costs prior to scheduling a pickup with a shipper from your location.
Product Descriptions and Warranties
We strive to provide accurate descriptions and stand by the quality of our products. Here's what you should know:
- Product Descriptions: We make every effort to ensure that product descriptions and images are as correct as possible. Our images, provided by the manufacturer, offer high quality representations. If you have any questions about a product's description, appearance, or features, please contact us. In some cases, we may even arrange for samples to be sent to you.
- Real Wood Products: Understand that these products may have slight variations from the pictures. While premium, real wood products will not be identical.
- Warranty: Most items come with some level of warranty. We will coordinate any support needed for warranty claims and make every effort to ensure your satisfaction with your purchase.
FAQ (Frequently Asked Questions)
You can expect most in-stock items to be processed within 24 to 48 hours. For popular items, we offer the option of backorders to secure the next available item.
In the event of any delays or issues, we will promptly communicate with you via email and/or phone to discuss available options, such as remaining on backorder or choosing an alternative item.
We accept secure credit card payments. Our Credit and Fraud Protection Department ensures the safety of your payment information.
We offer "Free Shipping," which constitutes Curbside Delivery. Other options like Inside Delivery may be available. Please contact us before shipment for special requests.
Freight shipments typically take between 2 to 10 business days, depending on the distance.
If needed, please contact us promptly. We will do our best to accommodate address changes before the shipping label is created.
It is crucial to inspect the external packaging for any damage before signing for the item. If any issues are observed, follow the provided guidelines for reporting.
You can initiate a return for non-custom or made-to-order items within 30 days of delivery. Contact us for further instructions.
Most items come with a level of warranty from the manufacturer. We will assist with coordinating any support needed for warranty claims.
You may cancel your order at no cost before the shipping label or Bill of Lading has been created. For custom or made-to-order items, cancellations may be possible if the order has not gone into production.
If you receive an incorrect item, please contact us promptly. We will work to resolve the issue and ensure you receive the correct product.
There is a 20% restocking fee for all returns, and the cost of shipping the product back to the warehouse will be deducted from the refund. Please contact us for detailed information on associated costs.
Yes, you will receive tracking information via email as soon as it is available.
These policies are subject to change. It is the customer's responsibility to review them periodically for any updates or amendments.