Shipping & Returns Policy

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Shipping & Returns Policy

Countries, Addresses, Processing & Delivery Time

Shipping Information
 

We recommend only those products or brands that we find provide the most effective performance and the best value for our customers around the globe. To do so we must also consider cost of delivery and/or various shipping restrictions. Thus, certain products/brands are available for shipping to specific countries (or states) only.  

Please note the following Shipping Guidelines:

For delivery in the USA: 

Senguard and SCP products ship ONLY to USA addresses.

Senguard ships to the contiguous US states only (does not ship to Hawaii, Alaska or Puerto Rico).
 

International (non-USA) Delivery:
 

Orders for international (non-USA) delivery containing Stone Care Pro (SCP) or Senguard products will be canceled or modified and refunded to meet these guidelines. Equivalent products may be substituted for SCP products for orders where substitution will allow international shipping and completion of the entire order. 
 

PO Boxes

Your "Ship To" address must be a physical street address. Products cannot be delivered to a Post Office box. Retail mailing centers with a box number and a physical street address can be used and shipped to.

Delivery Time

We certainly make every effort to process and ship orders on the same day if possible, however, it may take 24-48 hours in some cases. Most orders are delivered within 3-7 days from the date of order. However, due to legal product shipping restrictions, most products must ship via ground and shipping times will vary. Please allow up to 10 days from the date of order to receive your products. International orders may take 14-18 days. 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.

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 notify us in writing within 10 days of receipt (as stated by the shipping company) 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 verified 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. All orders will be considered completed and delivered as ordered after the 10 day error notification period. For damaged items see clause 4 under "Returns" below.

Returns

Since the products purchased on our website cannot be re-used once opened, only unopened, unused or products damaged during original shipment will be accepted for return within 30 days of receipt (as stated by shipping company).

Before returning an item or order you must first contact us 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 for return instructions.

The correct return address will be provided along with return instructions. 

For the purposes of this policy "damage" is considered packaging, products or bottles that are torn, punctured, cracked or leaking. It does not include bottles or items that may be slightly distorted, bent or dented, but otherwise 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. Package the product well and securely (we will not accept returns damaged during shipment). Ship via a trackable service (Fed Ex or UPS). USPS cannot be tracked if/when not delivered correctly. It is the customer's responsibility to ensure we receive the returned product in good condition in order to provide a refund.

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 equalling up to 10% of the total price of items ordered and returned.

ProCaliber Products (Chip & Pit kits) are charged a flat return processing/repackaging/restocking fee of $6.

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. By completing a purchase on this website you consent to the above policies and procedures.

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.

CountertopSpecialty.com
866-733-7107
support@countertopspecialty.com

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