Shipping:
- • Non-ornament orders ship FedEx Ground.
- • Ornament orders ship USPS.
Damaged Item:
- • Refuse shipment - It is essential to refuse the shipment if you receive a visibly damaged carton/item. This will allow us to file a claim with the carrier and simultaneously facilitate replacement to you.
- • Notification of damaged item - In case of concealed damage, maintain the original packaging. Pictures showing the damage upon arrival are of great help. Notify customer service within 3 business days since many carriers have a cut off time after which they will not accept claims.
Incorrect Item:
- • Notification - Contact Customer Service via email at cs@sandicast.com. We will ship the correct item (if available) within 48 hours, and provide you with instructions for returning the incorrect item at our expense.
Our Guarantee:
If for any reason (except the 3 days damage claim limitation) you are not satisfied with your sculpture, you may return it to us in the original packaging within 14 days of purchase. You will receive either a merchandise credit or refund, at your option. Please read our return policy below for details.
Return Policy:
- • Returns and refunds are only accepted for items purchased via the Sandicast website.
- • Returns will be accepted only with a Return Authorization Number (RAN).
- • A RAN may be requested up to 14 business days from receipt of goods.
- • To secure a RAN, contact Customer Service via email at cs@sandicast.com, and include your name, address, phone number, order number, and the item ordered.
- • Items need to be returned in their original condition, including the original sculpture packaging (the box and foam). We ask that you pack the return in an outer carton. If this is not possible, we suggest you reuse the shipping carton we used to ship the item. Be sure to peel off our original label.
- • We suggest you use a traceable shipping method for all returned items.
- • If an item is being returned for a refund, the refund will be issued after the item has been inspected.
- • Shipping and handling charges are not refundable. All returns will incur a 10% restocking fee. The customer is responsible for all shipping and handling charges.
- • Any deviation from the return policy outlined above will result in a delay of your refund, additional restocking fees, or refusal of your return.
