Customer Services

Our Team

Our trained staff has assisted thousands of satisfied customers with selecting the perfect sinks for their homes. If you need assistance finding the correct item or have questions, please call us toll free at 1.877.340.0800. Our staff is available to assist you Monday – Friday, 7-4 PST. To send us an email, click here.

Availability

We try to have all of our products in stock for our customers, but due to high demand and the largest selection of stone sinks in the industry, occasionally something will not be in stock. We recommend that if time is an issue to call or e-mail us to check availability. We have the largest network of stone artisans and vendors available and will do our best to get you your item(s) as fast as possible.

Safe and Secure Online Ordering

We employ a method of interaction with our visitors that does not compromise credit card information. All information entered on our fully secure server is encrypted to help ensure the safety of personal information. To insure that you get the right product, a detailed e-mail is immediately sent to you. We pack our goods well to help prevent damage.

Payment

We accept Visa, MasterCard, Amex, or if you prefer, a personal check. If you choose to pay with a personal check, please make it payable to Stone Sinks Online and mail to: PO Box 1030 Langley, WA 98260. We will process the order once the check is received. When an order is placed using a credit card your card will be charged immediately.

Shipping Policies

Stone Sinks Online offers FREE SHIPPING on any sinks that can be shipped via standard ground or air shipping on UPS to the lower 48 United States on orders exceeding $100. Many larger items such as kitchen sinks and some vanity sinks need to be shipped via common courier due to their weight and size. Please call for a shipping quote on these items. For items qualifying for free shipping, this is for regular ground shipment via UPS or other common carrier. For shipments that are outside the free shipping area or do not meet the $100 minimum, shipping charges are calculated on a per-product basis. Please make note of the shipping charges associated with each item where they apply. Any expedited shipping will require additional charges. Please call us for details. Most material ships out via FedEx or DHL. Our sales staff reserves the right to add additional charges for areas where the shipping company adds additional charges, you will be notified before your order is processed to accept or deny charges.

Every item we sell is carefully inspected before it is shipped. When your item(s) arrive, you have 3 days to report any damage. All defective or damage claims MUST be made within 3 days of receipt of order. Anytime after that we will not be able to process damage claims with the shipper and we cannot be responsible for charges due to claims. If product arrives damaged, the customer must give Stone Sinks Online 1 week to rectify the matter. Stone Sinks Online will not cover labor charges for products that arrive damaged. We are obligated to ship our customers new product and not obliged to pay labor costs for installation or un installation of product.

Return Policy

At Stone Sinks Online, we want you to be 100% satisfied. We understand that sometimes things do not fit like you had intended or that it may not look exactly like what you saw on our website. Our return policy is very straightforward. If it is from our stock and returned in brand new condition you will only pay a 15% restock fee + shipping back to us. This covers the cost to ship the product to you plus the administrative fees. If it is an exchange for another product you might not be subject to the restock fee. If it is a special order or drop shipped from one of our vendors, we must comply with the manufacturer's terms, which for the most part is 25% to 35% restocking charges plus the freight back. You may cancel anytime before the order has shipped and you will not be charged restock fees, however a small cancellation fee may apply. Once the item is shipped all fees will apply on returns. Finally if your product is a custom product chances are it cannot be returned. Customer has 1 week to report any shortages and 3 days to report damages. If these terms are not met, a return may be denied. Please give us a call if you are not clear on these policies.

All returns must have a Return Goods Authorization Number or RGA Number. If you do not get an RGA before returning the product and it cannot be found we are not liable for the credit. If the wrong product is shipped Stone Sinks Online will ship you the correct product in a reasonable time. Customer has 1 week to allow Stone Sinks Online to rectify the situation. If Customer cancels before that time shipping charges & possible restock charges will apply.

Cancellations

We understand that sometimes there is a need to cancel an order. It must be cancelled in writing. To send us an email, . If your order has already been processed, which can sometimes happen immediately after you place your order, you will be charged a 4% credit card transaction fee. This fee can often be applied to a future order depending on the circumstances. If your order has already entered the shipping process, it cannot be cancelled and is subject to the terms outlined in our return policy. If your order is custom and has already entered the manufacturing process, it cannot be cancelled, nor can it be returned.

Disclaimer

Our webmasters are hard at work to make sure all prices and products have as accurate information as possible. Once in awhile a price change will happen and our webmaster may not have updated our site. If this has happened with a product you purchased, you will be notified of the change in price before the order proceeds. Any product with wrong information on the site leading to a wrong order will be refunded to the buyer after product is returned.

For any other assistance please call us at 1.877.340.0800 or e-mail us at .

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