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Policies & Procedures
Making A Purchase - Making a purchase could not be easier. Just browse our Catalog, and click on any items that you wish to buy and put them into the shopping cart. We accept credit card payments or prepaid by check.
Cancellations - All Order Cancellations must be put into writing, via Email to: email@example.com or Fax to 206-339-1902. No Cancellation will take affect, if the goods or order has already been pulled from our warehouse at the time the communication is received. Non-compliance may result in commercial and administrative charges to the customer. Credit Card, Stop Payment and other transaction fees may be applied to refunds and credits.
All refunds are paid by check.
ADDRESSES CORRECTION - Please make sure that your address is complete and spelled correctly. If you are shipping to an address different from the billing address it must be included at the time that the order is placed.
If an address is incorrect and merchandise returned because of this you are responsible for all shipping costs associated with the order.
Finish Disclaimer - Some items pictured in our brochure may not be available in finishes as depicted. Please refer to our online catalog for available finishes on each item.
Pricing Policy - Prices are subject to change without notice. Please refer to current price lists, which are available by contacting us online.
Shipping And Handling - Shipping is free on all inventoried wood mantles.
Shipment will be via a common carrier: USP, FEDEX, or carrier specified on bid. Each of the carriers has a web page that will permit order tracking. We will make an attempt to provide you with the tracking number so that you are aware of the estimated delivery date. It will be necessary to take this information to the carrier's tracking system to get further information.
It is the responsibility of the consignee to be present to receive the goods at destination. Shipment of large items by truck will require that someone be present to assist the driver in unloading. Drivers are not allowed to make inside deliveries. Should you need inside delivery the consignee must pay for all cost for this extra service. All assembly of the product is the sole responsibility of the buyer.
It is the responsibility of the consignee to inspect each carton for damage, and note it on any document signed as a receipt from the delivering carrier.
Delivery Schedule - We will normally process your order as soon as possible. We do not control delivery schedules by the carriers. We make every attempt to use the carrier that provides the best service.
Errors in Address or data entry. We will not be responsible for an address error, data entry errors and the redelivery cost. This will be the buyer's responsibility. Always read your email confirmation to make sure your information is correct. For errors call 901-888-5000 to correct data entry or telephone call orders.
Back Orders - If your item is not in stock, we will back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.
Credit Card Security - All credit card numbers are encrypted on the web site when the order is placed using PayPal's 128 bit encryption. They are not held in clear text on any web site and we do not keep them on file.
Product Returns - Returns on stock wood mantles may be shipped back by customer. A 20% restocking fee and shipping charges will be paid by the customer. Please email us for return authorization. Custom built mantles may not be returned. Stone mantle returns depend on what is stated in original quote.
All refunds are paid by check.
(IMPORTANT) DAMAGE OR LOSS
THE MERCHANDISE WAS CAREFULLY PACKED AND THOROUGHLY INSPECTED BEFORE LEAVING OUR WAREHOUSE OR FACTORY. RESPONSIBILITY FOR ITS SAFE DELIVERY WAS ASSUMED BY THE CARRIER UPON ACCEPTANCE OF THE SHIPMENT. CLAIMS FOR LOSS OR DAMAGE SUSTAINED IN TRANSIT MUST, THEREFORE, BE MADE UPON THE CARRIER AS FOLLOWS.
**You must inspect your order upon delivery and report
any damages to Mantles.com within 48 hours**
Please contact us online for replacement issues due to damage during transit. Damage After Use: All wood expands and contracts with heat and cold. Seldom does this happen but if you are to use your fireplace often or as a regular source of heat you may encounter minor cracks but a simple application of wood putty, sanding and refinishing will take care of this problem.
CONCEALED LOSS OR DAMAGE: CONCEALED LOSS OR DAMAGE MEANS LOSS OR DAMAGE WHICH DOES NOT BECOME APPARENT UNTIL THE MERCHANDISE HAS BEEN UNPACKED. THE CONTENTS MAY BE DAMAGED IN TRANSIT DUE TO
ROUGH HANDLING EVEN THOUGH THE CARTON MAY NOT SHOW EXTREME DAMAGE VISIBLE LOSS OR DAMAGE: ANY EXTERNAL EVIDENCE OF LOSS OR DAMAGE MUST BE NOTED ON THE FREIGHT BILL OR EXPRESS RECEIPT, AND SIGNED BY THE CARRIER'S AGENT. FAILURE TO ADEQUATELY DESCRIBE SUCH EXTERNAL EVIDENCE OF LOSS OR DAMAGE MAY RESULT IN THE CARRIER REFUSING TO HONOR A DAMAGE CLAIM.
PHOTOS WILL BE REQUIRED TO SUBMIT YOUR CLAIM. PLEASE EMAIL ALL PHOTOS OF DAMAGED MERCHANDISE TO - firstname.lastname@example.org.
PLEASE DO NOT RETURN DAMAGED MERCHANDISE TO US UNLESS SPECIFIED.
ANY RETURNS NOT RECEIVED WITHIN 10 BUSINESS DAYS MAY RESULT IN THE CUSTOMER'S CREDIT CARD BEING CHARGED FOR THE REPLACEMENT IF A REPLACEMENT IS IN TRANSIT. WE WILL HAVE A PICKUP DRIVER COME TO YOUR ADDRESS WITHIN 24 HOURS AFTER RECEIVING CONFIRMATION THAT THE RETURN IS RE-PACKAGED AND READY FOR PICKUP. YOUR REPLACEMENT PRODUCT WILL BE SHIPPED OUT ONCE WE RECEIVE THE DAMAGED PRODUCT
Stone Order Terms & Conditions will be available on your formal bid.