What happens if I receive a damaged item?
We insure all of our shipments and are very careful about how our items are packaged and shipped. We do not want the item to break in transit! The merchandise is securely packaged in order to ensure safe transit. If in an unlikely event you receive a damaged item, please contact us and we will make arrangements with you for the return and replacement of the damaged item. You must contact us the same day so that we can file a damage claim with the shipper. Credit will not be issued unless you notify us the same day you received the shipment. For large items and custom order items delivered which require your presence and signature, you must inspect the item upon delivery in shipper’s presence and if damage is noticed you must notify us and the shipper immediately while the shipper is still present. Please note that you will need to present a proof of the damage – emailing us pictures is acceptable. Please also save the box and packing materials for the shipper to inspect. Shipping insurance is void otherwise. We will not be responsible for damaged merchandise not in its original packaging or not reported promptly as specified. We reserve the right to deny claims of damage and/or loss if not promptly notified by you, as they may be declined by the courier company. We will open a claim with the shipping company after we receive your information. Shipping companies reserve the right to process and review the claim which can take up to a few weeks. Please note the selection of handling, courier and shipment method(s) are of our selection, in a manner which we feel best meets the required delivery commitment for the order. Additionally, orders with multiple items, and expedited orders, might ship from different warehouses and arrive a few days apart.
Can I return the item I purchased?
Yes. Please contact us first prior to returning your item - we take our relationship with our customers very seriously as you can see from our feedback, and if you are not satisfied with an item, you may exchange it for another item or receive a refund. Item can generally be returned within 7 days (coins, cast stone and fiberstone sculptures, vases, oil paintings, jewelry), provided it is returned undamaged in original condition and packaging. Shipping and handling charges, duties, and brokerage fees, are not refundable, and there is a 10% restocking fee. Buyer pays for return shipping charges and all items must be returned insured. Refund will not be issued unless we receive the item in its original condition. We reserve the right to reject the return of merchandise which has been returned damaged due to inadequate packing. Please see the return policy specified in each product’s description as it varies from product line to product line. No returns will be accepted without prior authorization. Unauthorized returns may be subject to a 25% restocking charge and freight charges as applicable. Custom made items are not returnable and not refundable.
Can I cancel my order after it has been placed?
Yes if the order is not in production. If the customer cancels the order for no particular reason while the item is in production (including custom orders), the refund to be issued will be minus 20% restocking fee.