Shipping & Returns
Payment and Orders
Order changes must be made within three days of payment. Changes or cancellations to orders after three days may be subject to a minimum 25% restock fee. Custom fixtures, modified fixtures and products specific to your address (e.g. illuminated house numbers) cannot be cancelled once production has started.
Promo codes and coupons must be presented when an order is placed and cannot be applied after the fact. Only one promo code or coupon can be applied per order. Some products and brands may be excluded from promotions, including discount codes. Codes are applied to eligible items in your cart.
Shipping
Expected shipping times on products vary:
- Mailboxes ship three to four weeks from order date
- All other products ship six to eight weeks from order date
We ship via ground service within the 48 contiguous United States. Shipping service for orders shipping to Alaska or Hawaii will be determined at the time of shipment.
Orders totaling less than $200 and shipping within the 48 contiguous states are subject to a 10% shipping fee. Orders totaling $200 or more that ship within the 48 contiguous states are eligible for free shipping (excepting large items or quantities that must be palletized and shipped via a freight company—palletized orders are subject to a 10% shipping fee).
Please note that our staff will contact customers who require shipping via a freight company. We will not schedule the shipment until we receive confirmation those customers are ready to receive the order.
Inspect the packaging on arrival and photograph any damage to the packaging before signing for the shipment. Please open and inspect your shipment on arrival and report any damage within five days of receipt. If filing a damage claim, save any packaging and packing material until the claim is resolved. Buyer assumes responsibility for any damage not reported within five days of receiving the product.
Returns
Returned items are subject to a minimum 25% restock fee. High quantity orders incur a higher restock fee or may not be returnable. Please contact us with questions or concerns.
Returned items must be received at our factory within fifteen days of arrival at the destination. Contact our sales staff to create a Returned Goods Authorization number (RGA). We cannot accept returns without an RGA. Buyer assumes responsibility for shipping fees on returned products. Please return products in their original packaging and clearly write your RGA on the box.
We are unable to accept returns on some items, including:
- Custom products or products with manufacturing modifications
- Products modified by owner
- Products already installed
- Wagon wheel and yoke chandeliers from the Sutter's Mill Collection
- Products that have numbers integrated into the structure (e.g. illuminated house numbers or mailboxes with addresses)
- Products shipped internationally
- Any products noted as 'Not Eligible for Return' on the individual product page