Countries, Addresses, Processing & Delivery Time
All products ship only to US addresses unless otherwise noted or specifically stated in the product description. We'd certainly like to serve our non-US customers, however, the additional shipping costs and customs paperwork required for sending liquid cleaning products across borders make the products prohibitively expensive.
SenGuard Marble & Granite Sealer can be shipped to continental US addresses only (cannot be shipped to Hawaii).
CANADIAN CUSTOMERS PLEASE NOTE: The only product we are able to ship to Canada at this time is the Marble Polish/Etch Remover- FOR CANADA (click here to order). There are two listings for this same product... one for US customers and one for Canadian customers. Canadian customers must purchase from the listing specifically stating "For Canada", which includes the additional costs of shipping to Canada. The software will allow you to purchase any product using a Canadian address, however, any product ordered other than the "Marble Polish/Etch Remover-For Canada" will be canceled and refunded. We understand this is not a perfect system. We are doing our best to respond to the needs and requests for this high-demand product from our Canadian customers.
Delivery Time
We certainly make every effort to process and ship orders same day if possible, however, it may take 24-48 hours in some cases. Since all products are liquid cleaning products they must ship via ground and will require 5-10 days delivery time once orders are picked up by the shipping company. In most cases you will receive a tracking number via email a day or two after the order has shipped.
Case Orders
Orders placed for "cases" of any product require longer processing and shipping times. Delivery of case orders can take 10-18 days.
PO Boxes
All "ship to" addresses must be a physical street address. Products cannot be delivered to a PO box. Retail mailing centers with a box number and a physical street address can be shipped to.
Shipment Errors & Returns
We certainly aim to provide excellent products and a completely satisfying shopping experience to you and all our customers. We are more than happy to make you happy and work out any snags or issues to your satisfaction as quickly as possible... we promise! So, we don't like making too many "rules" that seem so legal and impersonal about such matters, however, for a few rare circumstances it's necessary to be fair to you and us. Here they are...
Order Errors
If we have made an error with your order please let us know as soon as possible by 1) using the "Contact Us" form, 2) replying to your order receipt email or 3) through the payment gateway used to purchase the order. We are very responsive and will act quickly to correct any mistake. Depending on the nature of the error we may ask you to return an item and/or we will re-ship an item at no cost to you.
Returns
Since the products purchased on our website cannot be re-used once opened only unopened, unused and/or products damaged during shipment will be accepted for return.
Before returning an item or order you must first contact us by 1) using the "Contact Us" form, 2) repling to your order receipt email or 3) through the payment gateway used to purchase the order for return instructions.
For the purposes of this policy "damage" is considered bottles that are punctured, cracked or otherwise leaking and does not include bottles that may be slightly distorted, bent or dented, but still intact and usable with the appropriate amount/volume of product.
1. You must pay the cost of return shipment (usually about the same as the cost for original shipping to you) for unopened, unused products that are not damaged.
Within 10 days after we've received the unopened / unused / undamaged returned items the original cost of the items will be refunded to you minus the original shipping cost and minus a return processing/restocking fee equal to 10% of the total price of items ordered and returned. SenGuard returns are charged a flat return processing/repackaging/restocking fee of $25.
2. If you refuse the order/package upon delivery, the cost of the returned items will be refunded to you minus a 10% restocking fee, minus the cost of the original shipping and minus the cost of the return shipment, which is billed to us by the shipper if you refuse the shipment.
3. If you refuse the items ordered upon delivery because the package and contents were or appear damaged and unusable during shipment, the above "refusal" policy (stated in item 2) applies until it is confirmed by us upon receipt at our warehouse that the products were indeed damaged and unusable.
If we determine that the returned products were indeed damaged and unusable during the original shipping, you will not be charged for the return shipping cost. We will then re-package and re-ship replacement products to you ASAP at no additional cost.
However, if we determine that the refused and returned items were not damaged and are in fact usable, then the cost of the returned items will be refunded to you minus a 10% restocking fee, minus the cost of the original shipping and minus the cost of the return shipment, which is billed to us by the shipper if you refuse the shipment.
4. If you discover after accepting delivery that the products were damaged during shipping, then you must notify us within 3 days of the date of delivery (as stated by the shipping company) in order to receive a possible replacement and or refund on the products. In this case we will proceed as stated in policy item 3 above.
All returns must include the original packaging.
Please contact us with any questions or concerns. We truly value your business and will do everything possible to resolve any issue fairly and amicably.
