Our goal is total customer satisfaction. Here's what you need to know.
Buying an item without seeing it directly in front of you doesn't make the decision easy. I want you to know that I fully understand the trepidation of online shopping and I'll do my best to make sure that your purchase is simple, secure, and fully backed by my personal promise that I will do whatever I can to earn and keep your business.
This is not just some business slogan mumbo-jumbo. If you have any questions or concerns about your order, you can work directly with me (Joe) to find an answer or solution. No customer support representatives, no salesmen, no excuses... if your order isn't exactly what you thought it would be, contact me and I will personally work with you to make it right.
I hope that the veneers and other products offered on our website meet your highest expectations and as a small business owner I truly care about your satisfaction. I will do everything possible to help remedy the issue if something goes off track. With that in mind, I do have some policies which keep the return process efficient and sensible.
All returns are acknowledged by email. Refunds will be made within 5 days of receipt of the returned items. Shipping and handling charges are not refundable. Returned items that qualified for free outbound shipping will have our original shipping charges deducted from the refund.
If you receive a shipment that has obvious damage to the box or the box rattles when shaken, please do not accept or sign for it until after you open the box and verify that the contents are in good condition. Should your package arrive damaged, please ask the delivery person to make a note of it. Then notify us immediately and we will work to resolve the situation as quickly as possible. Do not discard any damaged items in your order.
We require clear photographs of any damaged items and of the shipping box or boxes so that we can file a damage claim with the carrier. No refunds will be given without adequate proof of damage with pictures sent to us by email.
If an item is missing from your order, you must notify us by email within 3 days of receipt of your package.
Canceled Orders, Refused Orders, and Non-Deliverable Addresses
Orders that are canceled before shipment are subject to a 10% re-processing fee (not to exceed $10) to cover the time and expense of unpacking the items and processing the refund.
Orders that are refused upon delivery and returned to us will be subject to a $16.00 restocking fee. This is to cover the cost of the return shipment and the labor involved in re-handling your order.
Packages returned to us because of a non-deliverable address can be re-shipped to an alternate address at the customer's expense. To avoid this, please be certain that your shipping address is deliverable by USPS, UPS, and Fedex. If customer chooses to cancel the order, a refund of the item costs will be made (less any applicable restocking fees). The shipping and handling charges for that order will not be refunded.
All refunds and cancellations are processed in US dollars, which is the currency for all of our transactions. The refund will be processed at the current exchange rate, which will be calculated at the time of processing by your card issuer. We are not responsible for fluctuations in exchange rates or any loss caused by these changes.