Shipping & Returns Policy

Before your goods are shipped, they undergo two thorough inspections to ensure their quality and proper delivery. This process includes a meticulous examination of the product to check for any damages or defects. We take great pride in the quality of our goods and strive to ensure that they meet the highest standards before they are shipped out. You can trust that your goods will arrive in excellent condition, ready for installation and enjoyment in your space.

Once your order ships, a tracking number will be emailed for your reference. The most efficient way to track your shipment is by Googling the freight company name alongside “tracking” (for example, search “custom co tracking”) and then enter your provided tracking number on the carrier’s site. If you have trouble locating the tracking number, it can be found on the Bill of Lading (BOL) or in the shipment confirmation email from production. If needed, the team can resend the tracking information to ensure you’re up to date with your delivery’s progress. Please see Terms and Conditions for additional details.

Delivery Curbside Guidelines

1. Curbside Delivery Method: We offer curbside LTL delivery for all residential and commercial job sites. This means that the driver will unload the product at the curb of your home or commercial job site. Please note that this delivery service is not a white glove interior delivery of the product. For stone marble bathtubs a forklift is required to unload or a truck level dock.
2. Inspect the goods: Goods are securely packaged in a wood crate. Once the crate is delivered, open the top of the crate and properly inspect the goods in the unlikely chance of damage. Before you sign the delivery receipt, if there is any damage, mark it on the BOL (Bill of Lading), which is the slip of paper the driver has you sign. All damage must be noted on the BOL and reported to us within 24 hours.
3. Reporting Damage: In the rare case that damage occurs in shipment, we will work with you to replace the damaged pieces or product as long as it is noted on the BOL and reported to us within 24 hours.
4. New Construction Job Sites: New construction job sites are recommended to have a forklift on site to remove materials. Please make sure that you have proper equipment on site to receive and remove the goods.
5. Lift Gate Truck: Some residential and commercial sites may not have a lift gate truck available, and it is the customer's responsibility to have a forklift on site or the ability to safely and properly remove the product from the truck.
6. Heavy Materials: Please note that the individual pieces of the goods can weigh up to several hundred to several thousand pounds, as they are made of stone or cast stone. We recommend having a couple of people on site who are able to handle and lift heavy materials.
7. On-Site Assistance: Goods, especially stone marble bathtubs, can be quite heavy (several thousand pounds). Therefore, we strongly recommend equipment i.e. forklift, dollies and having a few people on-site to help move the bathtub into your home.
8. Delivery Timeframe: All delivery timeframes and indications provided by us of goods are provided only as an estimate and are subject to change. We accept no liability whatsoever for late deliveries.
9. Liability: We accept no liability for late deliveries, damages incurred during transit, or damages caused by improper installation or use of the goods. It is your responsibility to ensure that your goods are installed properly and in accordance with local building codes and regulations.
10. We highly recommend documenting your unboxing with a video. This way it can be clear if the product was damaged in delivery and not during the unboxing or installation.

By following these guidelines, you can ensure a successful and safe delivery of your fireplace mantel. If you have any questions or concerns, please do not hesitate to contact us. 

Returns, Refunds, and Cancellations

ALL SALES ARE FINAL. NO RETURNS. NO REFUNDS.

16. (a) All Sales Final. Due to the custom, made-to-order, and high-value nature of the Company's products, all sales are final. Buyer acknowledges and agrees that products are manufactured to order or prepared specifically for shipment, that products are not stocked consumer retail goods, and that the Company does not accept returns and does not provide refunds. No right of return, refund, or cancellation exists except as expressly provided in this Agreement (including Sections 14(a), 14(b), and 14(d)) or where required by applicable law.

(b) Committed Costs. Buyer acknowledges that upon acceptance of an order the Company immediately commits resources and incurs costs, including but not limited to: design development, CAD drawings and engineering preparation, material sourcing and procurement, factory scheduling and production allocation, labor and administrative time, project coordination and overhead, and reserved production capacity. Payments made toward an order compensate the Company for these committed costs and lost production opportunity.

(c) Discretionary Accommodations. In limited and exceptional circumstances, and solely at the Company's discretion, the Company may agree in writing to accept a cancellation or return, or to issue a partial refund or credit. Any such accommodation is evaluated on a case-by-case basis, taking into account the stage of production, the costs incurred and committed as described in subsection (b), and the condition and resale prospects of the product. No accommodation is effective unless agreed to by the Company in writing, and no accommodation creates any right to, or expectation of, any future accommodation.

(d) Custom Orders. Once a custom product has entered production or has been completed, no cancellation or return will be accepted, except where required by applicable law.

(e) In-Stock Orders. Once an in-stock order has been packed for shipment or shipped, no cancellation or return will be accepted, except at the Company's sole discretion.

(f) Returns After Delivery (If Approved). If, in rare circumstances, the Company agrees in writing to accept a return after delivery, Buyer is solely responsible for proper packaging and crating of the product in accordance with industry standards, arranging and paying for return shipping, and coordinating pickup and logistics. All such costs are the responsibility of the Buyer and are non-refundable. All returned products must be received in original condition, free from damage, and properly packaged. If any returned product is damaged, altered, improperly handled, or otherwise not in resalable condition, the Company reserves the right to deny any refund or credit entirely or to reduce it accordingly, up to the full value of the product.

(g) On-Site Damage. Products that have been damaged after delivery, including during unloading, handling, storage, or installation, are not eligible for return.

(h) No Buyer's Remorse. Orders may not be canceled or refunded due to changes in preference, design decisions, or project conditions.

(i) Compliance with Applicable Law. Nothing in this section limits any rights that may not be waived under applicable consumer protection laws of the United States (including California and other applicable states) or Canada. Where required by law, certain cancellation or refund rights may apply and will take precedence over this Agreement.