RETURN POLICY
Damaged Upon Arrival:
The customer must resolve damaged on arrival (DOA) products with the respective shipper. If you receive a product that is damaged in transit, follow these instructions:
- Note any damages on the receipt.
- Refuse the shipment (if possible) so that it is returned to the shipper for freight claim processing. For partially damaged shipments or concealed damage, note damage on receipt and refuse damaged item if possible. If damaged item is accepted via UPS ground, please contact them at (800) 742-5877 for their claim process. The receiver is responsible for placing the claim with carrier within 7 calendar days of receipt. Damaged claims are the responsibility of the consignee. The shipping carton, packaging, and contents should be contained in the same condition as received.
Discrepancies in Orders: Upon receipt of merchandise, you have three (3) business days to email us or use any other overnight method to reply in writing as to any discrepancies.
Refused Orders: Customers will be responsible for a 25% returns processing charge for refused orders in addition to all product and shipping charges. No future orders will be shipped unless this charge is paid.
Refunds: No refunds are allowed.
Exchanges: An item can be returned for exchange only if we are contacted within 3 days of customer receiving the product. Product must be in new & unused condition. Shipping & handling will not be refunded and a 25% restocking fee may apply. Customers who meet the requirements for returning merchandise to StoneCreationsOnline.com must first email us within 3 days of receipt of merchandise at returns@StoneCreationsOnline.com and obtain a return authorization (RA) number. RA numbers must be indicated on the shipping label and on return correspondence. RA numbers are valid 14 days. Any products returned after the expiration date will be refused. Be sure to note our return policies to avoid additional charges.
Returns for exchanges must be shipped postage prepaid. Products received postage collect, without an RA number, not approved for return, or in any way not meeting the above criteria, will be refused. Returns that are damaged by customer are non-returnable.
If the product is said to be defective and is found to be non-defective, an inspection fee of at least $20, or 25% per package, will also be billed to your account.
Lost Shipment: Track your shipment online at www.StoneCreationsOnline.com/tracking/. If it has been lost, please contact us at customerservice@StoneCreationsOnline.com.
Please Note: When returning an item, please do not initiate a chargeback or dispute with your credit card company. We will credit your card for your return. A chargeback or dispute action from your credit card results in excessive additional costs to StoneCreationsOnline.com© which we will be forced to pass on to the customer. If there is a dispute of any kind, we will work with the customer to achieve a fair resolution. Our goal is complete customer satisfaction. Customer is responsible for contacting us via e-mail within the first 3 days after receiving merchandise if there is a problem. If you have returned a product but not received your refund yet, please email us at returns@StoneCreationsOnline.com. Please do not issue a credit card chargeback! Returns can take up to 45 days to process, but this can be much faster if you supply us with a tracking number for your returned package.
Please note that if you pay by credit card, the merchant name on your statement will be "Dynamic Online Enterprises". Dynamic Online Enterprises owns the www.StoneCreationsOnline.com website.
