Shipping - We ship all product from Ontario, Canada, throughout North America. Products being delivered to customers typically leaves the yard 2 to 4+ weeks after the order is submitted, however production and shipping time can vary depending on product particulars, location of the final destination, seasonal fluctuations in sales, and unforeseen events or circumstances that might impact shipping and logistics. Shipments are delivered via ground service, and our carriers will only deliver to a valid street address. Shipping costs are calculated at check-out, however occasionally, this calculated shipping rate may differ from actual rates required to deliver an order (larger orders in particular, and more remote destinations); should such a situation arise, we will contact you to discuss and adjust accordingly. For deliveries to USA, we will arrange broker services to facilitate border crossing. A Business Tax identification number or SSN is generally required for border crossing; form 5106 is provided to US Border Protection Services, and this document generally insures smooth product/transport entry into USA. We do not charge taxes to USA buyers, however customers must verify with their respective state/jurisdiction to ensure suitable duty and tax rules are adhered to. We reserve the right to decline an order if our site erroneously calculates a shipping fee or tax rate that is later determined to be incorrect. We reserve the right to choose which freight company carries your shipment. Once a shipment is in the hands of the delivery company, we cannot change a shipping address. Mandatory sign-off is required for all shipments at the time of delivery, and it may be necessary for buyers to arrange for unloading/lift equipment. It is the responsibility of the purchaser to inspect goods at the time of delivery. Although we can approximate a delivery time, we cannot guarantee a specific delivery time or day. If delivery is attempted by a common carrier on oversized items and no one is available to receive the product, additional charges may apply for each occurrence. We cannot deliver to PO boxes or military APO addresses. While extremely rare, back-order challenges can occur, which can cause delays. If a delivery is delayed, we will communicate with you to keep you updated and try to resolve/expedite. Rush orders can be challenging, but we strive to help when you are in need. Talk to our team and we will work to accommodate. We do suggest that you exercise extreme caution when scheduling a job, given uncertainties associated with production and delivery.
Importing into USA - Most of our customers are in fact domiciled in the United States. We facilitate cross border shipping. The Department of Homeland Security which overseas U.S. Customs and Border Protection, requests documentation in order for product to enter the USA. More information can be found here, and we ask all US Customers to complete a government document (form 5106), to ensure smooth transition at the border. Form 5106 - Customs and Border Protection - Importer Identity
Returns/Refunds - Given the customization and general nature of our products, we do not accept returns, and we cannot refund for shipping costs either to or from a customer location. Once an order is in production or completed, we cannot cancel or provide full refund, given custom made-to-order nature of our product. Given product customization and equipment capacity utilized for processing, once an order is received and we commence production, we consider the goods property of the respective buyer, thereby subject to return stipulations. Should an issue arise, please contact us to discuss the circumstances. In special situations, arrangements for returned or cancelled product will require 25% re-stocking fee plus any/all transport costs associated with the transaction, if applicable. Please note that colour and various visual variations which are naturally occurring in materials are not considered defects. Our site depicts specific products and their respective characteristics, but given these are natural resource products, product-to-product differentiation is a given, and we cannot guaranty a perfect match from site photo to end product. If items are returned freight collect, the product will be refused.
Privacy - Your privacy is extremely important to us, and represents the corner-stone of our ethical standards and integrity. Credit and personal data is not stored, and information related to your sign-in account (if you so choose) is stored on a classified basis to be used only by our company, to facilitate future business with you. All personal information submitted online is transmitted via a secure site (industry standard encryption). Confidential information will never be sold or given to third parties. We may share your address and phone number with shipping personnel of our suppliers in order to fulfill the delivery of your order. Under no circumstances will we supply sensitive information such as your credit card to anyone outside of our company.
www.naturalbrickandstonedepot.com, a ship2user Member