StoneLocator.com return policy
Customers must notify Stone Locator within a 10-day period from delivery if they wish to return the material. Returns will be subject to a 25% restocking fee plus related freight charges. Material that is returned must be packaged for pick-up in the same way it was received. Whenever possible, tile products should be packaged face-to-face and back-to-back to avoid scratches on the surface. Material should be firmly secured inside the crate, or tightly shrink-wrapped on the pallet. StoneLocator.com will not accept returns for goods that have been used by the customer (installed and later uninstalled, or uncrated and handled in a manner that makes the re-sale of the products unfeasible). Credit or refunds for returned goods will be issued after material has been returned to the original shipping location or another designated StoneLocator.com facility, and inspected. Samples and Special Orders (see below) are not eligible for return. Due to the cost of shipping and handling, all products should be selected carefully with an understanding of the consistency in the color and veining. Stone is a product of nature and variations in color and veining may exist and are considered part of the natural characteristics of the stone.
100% Delivery Guarantee
Stone Locator guarantees delivery of the material in good condition, with an acceptable damage ratio, not to exceed 2% of the respective shipment. Nevertheless, when ordering tile products, customers should order (approximately 15%, depending on the application) to offset the waste factor inherent in cutting tiles to fit the installation area, and for the possibility of incremental damage. Damaged or missing material in excess of 2% of the total shipment will be replaced at no charge to the customer, or StoneLocator.com will issue a full refund, or credit (at the Customer's choosing) for the value of those damaged goods. Customers are required to inspect the material upon receipt and make any claims for damaged or missing products on the Bill of Lading/Delivery Receipt provided by the driver at the time of delivery. In the event of damaged goods arriving, it is important to retain all damaged material and packaging on the premises to provide time for an insurance adjuster to inspect the product. Should the material arrive with visible damage, it is important to notify StoneLocator.com as soon as possible, not to exceed 3 business days from receipt of the material. In the event that the material arrives, appears to be in good condition, but upon further inspection after delivery, there is concealed damage, customers must notify StoneLocator.com within 3 business days of delivery. In the event of damaged or missing goods, please call your StoneLocator.com representative, or contact our main office at (800) 645-9066. Pictures of the damaged goods, a copy of the Bill of Lading, or other related documentation may be requested by StoneLocator.com to assist in the claims process. StoneLocator.com will be responsible for the filing of freight claims directly with the freight carriers. Notifications of damaged or missing products that are made after 3 business days from the delivery of the goods may not be eligible for replacements or refunds. Please understand that a late notification from customers inhibits or eliminates the ability of StoneLocator.com to file a freight claim with most carriers. We thank you in advance for your understanding.