Order Policy - Sound Stone Supply
We want to make sure you are satisfied with your product. Feel free to call or email us to initiate a return on any uninstalled product within 30 days after delivery. The customer must pay return shipping costs, Sound Stone Supply can assist with arranging return shipments, if needed. There is a restock fee of 30% of the purchase price for all returned products. Returned product must be in new condition and in the original packaging. Shipping costs are non-refundable.
Our company works with freight carriers to deliver product anywhere in the United States (lower 48 states).
Length of time to ship orders
Most orders will ship within 1-4 business days unless otherwise specified. Please let us know if you have a certain time-frame you would like to receive your order.
If expedited shipping is not offered at checkout please give us a call or Contact Us to get rates. Not all palletized orders can be expedited.
The distance and method of shipping generally determines transit time. Most orders will leave our facilities within 1- 4 business days of purchase. Orders shipped through USPS are shipped Priority and generally arrive within 2-3 business days. All other orders will be shipped through FedEx or with one of several freight carriers (palletized shipments). Most shipments to the west side of the U.S. will require 2-4 days in transit once shipped. Most shipments to the east side of the U.S will require 6-8 days in transit. Damage which occurs during the original shipment is subject to the shipping companies’ claim procedure and is not the responsibility of the seller, for palletized (LTL) shipments please see our Guide to Receiving LTL Shipments. For LTL shipments to a residence, the freight company will call you to schedule a delivery appointment. Someone must be present to accept and sign for LTL shipments.
Guide to Receiving LTL Shipments - [LTL = Less than Truckload (used to describe palletized orders)]
If your shipment is coming LTL the freight company will call you to schedule a delivery appointment. Someone must be present accept and sign for LTL shipments. Your order will include free lift-gate service which allows the carrier to place your product curbside. Specific placement of the product on your property is typically not provided- if this is required please contact us prior to ordering. If a shipment is either short or damaged, you should still accept the delivery but make clear notes of the short or damages on the delivery receipt and take pictures. Make sure you receive a copy noting the short or damages. It's the duty of the shipper (Sound Stone Supply) and the consignee (you) to mitigate the loss with the LTL Carrier's involvement. After you accept the shipment, take steps to protect the shipment from further loss and file a claim with Sound Stone Supply for the actual shortages or damages involved promptly.
Orders can be canceled only before the shipping process has begun. To cancel an order we must receive written authorization by e-mail stating you would like to cancel an order. You must supply the order number with your authorization. Once orders have entered the shipping process, they cannot be canceled. If you receive such an order and want to return it, please see our return policy above.