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Policies & Procedures

MAKING A PURCHASE - MAKING A PURCHASE COULD NOT BE EASIER. JUST BROWSE OUR ONLINE CATALOG, CLICK ON ANY ITEMS THAT YOU WISH TO BUY AND PUT THEM INTO THE SHOPPING CART. WE ACCEPT MAJOR CREDIT CARDS AND PREPAID CHECKS. CALL WITH TELEPHONE ORDERS ANYTIME.

ORDER INFORMATION - PLEASE MAKE SURE THAT YOUR ADDRESS, NAME AND PHONE ARE 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. CUSTOMER WILL BE RESPONSIBLE FOR ANY ADDITIONAL COSTS FOR DELIVERY TO INCORRECT SITES, HOLDING AT TRUCKER’S TERMINAL OR THE RETURN OF PRODUCT.

CANCELLATIONS – PLEASE EMAIL ALL CANCELLATIONS TO This email address is being protected from spambots. You need JavaScript enabled to view it.. CANCELLATION CANNOT BE ACCEPTED IF THE GOODS HAVE ALREADY BEEN PULLED FROM THE WAREHOUSE. CUSTOM MANTLE ORDERS MAY NOT BE CANCELED. CREDIT CARD, STOP PAYMENT AND OTHER TRANSACTION COSTS MAY BE APPLIED TO REFUNDS AND CREDITS. REFUNDS - ALL REFUNDS ARE PAID BY CHECK AND MAILED. UNAUTHORIZED PRODUCT RETURNS CANNOT BE ACCEPTED.

FINISH DISCLAIMER - SOME ITEMS PICTURED MAY NOT BE AVAILABLE IN FINISHES AS SHOWN. PLEASE REFER TO OUR WEBSITE FOR AVAILABLE FINISHES ON EACH ITEM. ACTUAL FINISH COLORS, TEXTURES AND DISTRESSING MAY VARY FROM PICTURES SHOWN ON THE WEBSITE.

SHIPPING AND HANDLING - SHIPPING CHARGES ARE INCLUDED IN THE PRICES SHOWN ON MOST INVENTORIED WOOD MANTLES. PLEASE CALL OR EMAIL US FOR CRATING AND SHIPPING COSTS FOR STONE MANTLES. WE OFTEN FORWARD THE SHIPPER’S TRACKING NUMBER TO YOU FOR CHECKING THE STATUS OF DELIVERY.

MOST PURCHASES OVER $500 REQUIRE A SIGNATURE OF RECEIPT BY THE CUSTOMER AT TIME OF DELIVERY. STONE MANTLES ARE TYPICALLY DELIVERED TO THE CURB SIDE BY THE CARRIER. SEPARATE BOXES USUALLY WEIGHING 100 TO 150LBS EACH AND SHRINK WRAPPED ON A PALLET CAN BE HAND CARRIED OR ROLLED INTO THE INSTALLATION SITE WITH A DOLLY BY THE CUSTOMER OR THE CUSTOMER’S CONTRACTORS. ANY ASSEMBLY IS DONE BY THE CUSTOMER.

PRODUCT DAMAGE - AT TIME OF DELIVERY, THE CUSTOMER SHOULD INSPECT EACH CARTON FOR EXTERNAL DAMAGE, NOTE IT ON THE TRUCKER’S DELIVERY TICKET, AND INITIAL IT ALONG WITH THE DRIVER. DAMAGED PRODUCTS MUST BE CONFIRMED WITHIN 48 HOURS OF PRODUCT DELIVERY. PLEASE EMAIL CLEAR PICTURES OF PRODUCT AND ALL SIDES OF THE BOX DAMAGE TO This email address is being protected from spambots. You need JavaScript enabled to view it.. MANTLES.COM TYPICALLY PAYS FOR A PROFESSIONAL REPAIRMAN OR CONTRACTOR, CHOSEN BY THE CUSTOMER, TO REPAIR ANY DAMAGES INCURRED DURING SHIPMENT. 

NON REPAIRABLE PIECES ARE USUALLY REPLACED RIGHT AWAY. MANTLES.COM RESERVES THE RIGHT TO DETERMINE WHAT IS REPAIRABLE OR REPLACEABLE.

DAMAGE AFTER USE: ALL PRODUCTS EXPAND AND CONTRACT 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. A SIMPLE APPLICATION OF PUTTY, SANDING AND REFINISHING WILL REMEDY THIS PROBLEM.

BACK ORDERS - IF YOUR ITEM IS NOT IN STOCK, WE WILL BACK ORDER FOR YOU. YOU WILL BE EMAILED WITH THE OPTION TO CANCEL YOUR ORDER IF YOU WOULD RATHER NOT WAIT.

CLEARANCE ITEMS – DUE TO REDUCED PRICES, CLEARANCE ITEMS ARE PURCHASED “AS IS” BUT “LIKE NEW” UNLESS SPECIFIED DIFFERENTLY IN EACH ITEM’S DESCRIPTION ON THE SITE.

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 WEBSITE OR KEPT ON FILE.

PRODUCT RETURNS - RETURNS ON STOCK WOOD MANTLES MAY BE RETURNED BY CUSTOMER WITH APPROVAL WITHIN TWO DAYS OF RECEIPT. A 20% RESTOCKING FEE AND THE ORIGINAL SHIPPING CHARGE WILL BE APPLIED TO A REFUND. ADDITIONAL CHARGES MAY BE APPLIED IF MANTLE, BOX AND PACKAGING ARE NOT IN ORIGINAL SHIPPING CONDITION SO PRODUCT MAY BE SOLD AS NEW TO ANOTHER CUSTOMER. PLEASE EMAIL US AT This email address is being protected from spambots. You need JavaScript enabled to view it. FOR RETURN AUTHORIZATION AND REASON FOR RETURN. CLEARANCE, CUSTOM BUILT MANTLES AND STONE MANTLES MAY NOT BE RETURNED. ALL REFUNDS ARE PAID BY CHECK AND MAILED USPS.

CONCEALED LOSS OR DAMAGE: THIS DAMAGE MAY 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 VISIBLE DAMAGE. ANY EXTERNAL EVIDENCE OF LOSS OR DAMAGE MUST BE NOTED ON THE FREIGHT BILL AND INITIALED BY THE TRUCK DRIVER. 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 PRODUCT AND ALL SIDES OF THE BOX TO This email address is being protected from spambots. You need JavaScript enabled to view it.. WE TYPICALLY RESPOND RIGHT AWAY.

PRIVACY POLICY - OUR COMPANY DOES NOT DISCLOSE CUSTOMER INFORMATION TO THIRD PARTIES. COOKIES ARE USED ON THIS SHOPPING SITE, BUT ONLY TO KEEP TRACK OF THE CONTENTS OF YOUR SHOPPING CART ONCE YOU HAVE SELECTED AN ITEM.

 

 

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