SHIPPING & RETURN POLICY
Ponderosa Woodslabs offers FREE SHIPPING across 48 contiguous states. We ship your order with the most reliable freight carriers. Additional shipping fees will be applied for limited access areas such as but not limited to island, rural areas, etc.
We make every effort to ensure that delivery of your order is in satisfactory time and condition; however we are not responsible for damages and delays in transit beyond our reasonable control. Items less than 100 lbs are shipped via UPS. Items over 100 lbs ships via common carrier. We ship your order within 1-2 business days. Transit/ Arrival times are usually 5-10 business days for the products to arrive.
We’ll provide a tracking number after the item(s) ships so customer is able to track it. The freight company will contact you in advance to schedule a delivery date and time; we recommend that you have help available upon arrival. ALL DELIVERIES ARE CURBSIDE; the freight company is only responsible for unloading this item off the truck however, they will bring it onto your driveway (provided it is accessible for the truck), but not to your backyard or anywhere else inside the house.
Someone must be present at time of freight arrival to accept the package. Please be mindful of the condition in which freight will arrive; open your package carefully upon the arrival of your item and examine whether there is any damage to the item. Before signing the proof of delivery (bill of lading), count the boxes and inspect the package for any potential damage that may have occurred while in transit. It’s normal for the packaging to show some wear. Also DO NOT discard your packing materials immediately, in the case you might need to ship item back, all returns MUST be in original package as with any other product that must be returned whether for refund, exchange or replacement. NO EXCEPTIONS
We are not responsible and/or liable for property damages during transit on customers’ pick-ups, and after installation/ operation of the unit. We reserve the right not to serve. Please exercise best practice for the installation of the unit and check all connections for water leaks before normal operation as installation/item transit might adversely affect the integrity of included piping. Make your purchase ahead of time to allow sufficient transit time and coverage in the case of any eventualities (i.e.: damaged item/ exchange). We are in no event liable or responsible for any injury, loss, damage, liability, debt, cost, expense, charge or fee of whatever nature, incurred or suffered by purchaser, or any successor or customer of purchaser, whether direct or indirect, incidental or consequential, or in any other manner, in connection with the purchase, use or any resale of the goods.
Please note the surface characteristics of natural marbles are as subjective as it gets. Natural veining, crystal lines, local crystallization sometimes can be interpreted as defects as per the personal taste. We have spent a lot of efforts to make sure each piece is at least at the industrial average and all our product went through 100% inspection at the factory and distribution center before freight. Due to the nature of internet commerce, there is no opportunity to tailor to each individual’s taste in marble characteristics. Please note all our furniture is handmade and there might be characters to each item that can be interpreted as imperfection. We do not consider these characteristics as reasons for delivery refusal. The refuse of delivery is for freight damage/wrong item.
Tiles / Mosaics are final sale. No Returns
Customer pays for shipping back the merchandise if 30 day money back guarantee applies.
If you refuse the item when there is no freight damage or decide to return the product for any other reasons after/at the item arrival, the return policy is then in effect:
Must notify customer service within 30 days after item arrival.
Return MUST be in its ORIGINAL PACKING AND CONDITION. Photos are required to be sent via email to: firstname.lastname@example.org showing the item repacked is in good/ original condition and freight ready before we authorize the return. Buyer is responsible for original shipping costs and return shipping for the return freight to our warehouse. Contact customer service for the shipping rates via email to: email@example.com
All returns are subject to inspection. No refunds will be issued on any items not returned in original/ shipped condition. Any items returned without its original packaging with be subject to 25% restocking fee. No exceptions.
Cancellations received after shipping, delivery or pick-up are treated as a returns – see Returns section for details.
Visible Damage returns
If there’s a visible damage when you receive the package simply refuse* the shipment and we will replace your order free of charge. Before any package is refused these simple steps should be followed otherwise your damage claim will not be honored.
- Call Ponderosa Woodslabs customer service at 1-786-270-1617.
- Take pictures of the damaged package send it to: firstname.lastname@example.org.
- Please NOTE the damage on the Bill Of Lading.
(*If you refuse an item for any reason other than damage, you will be billed for additional return shipping charges.)
Concealed Damage / Wrong Item returns
If damage is discovered after the freight bill is signed, the buyer is responsible for filing a claim with Ponderosa Woodslabs customer service dpt. in a timely manner (7 days maximum after receiving item) by contacting us at 800-701-0388 or sent via email to: email@example.com. No additional shipping charges will apply. Return MUST be in its original packaging or WELL PACKED for freight. Photos are required to be sent via email to: firstname.lastname@example.org showing the item repacked is in good/ original condition and freight ready before we authorize the return.
We will review your claim and replace the merchandise if necessary. For minor damages such as, but not limited to paint level imperfection on the cabinet or small corner chip on the marble, we reserve the rights to provide material, credit. Rejection of delivery on this level of minor damages will result in automatic cancellation of the order and default into the *return policy.