Shipping & Refund Policy
Refund and Exchange Policy for Special Order Items:
Please be advised that all special order items are customized and made to order, which necessitates that we adhere to a strict no-refund and no-exchange policy once these items have been picked up or delivered. We understand that this may be disappointing, but it is important to note that this policy is set forth by the manufacturer, and as a reputable company, we are obligated to abide by it.
The decision to have a no-refund and no-exchange policy on special order items is due to their personalized nature, as they are specifically tailored to meet your unique requirements. As a result, these items hold little to no resale value to other customers, making it impractical for us to accept returns or exchanges.
We apologize for any inconvenience this may cause and sincerely appreciate your understanding in this matter. Our aim is to provide you with the highest quality products and exceptional service, and we believe that offering special order items enables us to fulfill your individual needs effectively.
Prior to placing an order for a special item, we encourage you to carefully review all specifications and details to ensure it aligns with your preferences. If you have any questions or concerns regarding our policy or need assistance with the ordering process, our dedicated customer support team is available to assist you.
Thank you for entrusting us with your special order, and we look forward to serving you with utmost professionalism and care.
Shipping Policy:
Shipping varies by product. Please email us at info@sognaretile.com to get an accurate shipping cost and delivery time. We try our best to minimize shipping costs for customers by sourcing the product closer to you. This is the reason that we do not display shipping costs.
In store refund/exchange policy: ALL sales are FINAL unless otherwise noted on the invoice. Please call us or email us regarding your exchange or refund so that we can examine your case - if we do accept your return, there will be a 20-35% restocking fee which will be applied (non-negotiable) and the return has to be made within 30 days of PURCHASE date (not pickup date). Thank you fro your understanding!
If you wish to cancel a purchase for any reason before it ships out, please contact us, and we will cancel your order and issue a full refund immediately. Once an order ships or if the material is picked up then all returns will be reviewed on a case by case basis.
Please do not schedule your contractor for installation until your receive the material as unexpected delays can sometimes occur in relation to shipping.
There will be no refunds on material once it has been installed. No exception.
ONCE AN ORDER IS SHIPPED, IT CANNOT BE CANCELLED. Shipping is always based on an estimation. SHIPPING CHARGES or TRANSFER FEES ARE NON REFUNDABLE. While we quote an ETA, it is subject to change based on the carrier, weather, accidents, and other unexpected circumstances. Shipment estimated time of arrival is SUBJECT to change by +- 5 days. In most cases, the delivery does arrive within the estimated time, however, at times it can take up to 5 additional days for the delivery to arrive. We will not be able to issue any refunds once the items ships.
ALL ORDERS CAN TAKE BETWEEN 5-10 BUSINESS DAYS TO ARRIVE. SPECIAL ORDERS CAN TAKE UP TO 30 DAYS. Orders being shipped between states can take up to 15 days.
Any orders placed after 12 PM PST will be processed the next business day, and shipped out on the following business day. We will try our best to process everything earlier, but these are standard processing times.
Ex:
- Order is placed on 1/1/2016 at 2 PM
- Order is processed on 1/2/2016
- Order will be shipped on 1/3/2016
How do we handle returns?
We understand shopping online can be convenient, but it can also turn into a hassle with returns. Though we hope you truly love the products you receive, we know that returns are common with online shopping, and we can understand the frustration and inconvenience they can cause. We strive to make the return process as simple and accommodating as possible for the customer.
If you are not satisfied with your purchase for any reason, please call us at 714.833.5375, and we will be happy to assist you.
Please report damaged goods within 24 hours of delivery (No Exceptions!). We do require customer to email us pictures of the damage within 24 hours of the item being delivered. Please inspect the material, if you notice damages, please email us pictures and we will ship out replacement pieces.
Sometimes orders arrive broken and while we do have an exchange policy in place, our return policy is limited.
We are happy to provide our clients with full replacement pieces but we are unable to cancel your order. If you still wish to return the material then you will have to absorb the shipping charges to send and to receive.
A restocking fee will be charged on authorized orders based on product and vendor (aka brand), exceeding not grater than 35% of the final sale price. Return policies vary based on products and specific manufacturers - general return term is 15-30 days. We will not accept any items for return/exchange after 30 days. Please ask about returns for the specific order which is being processed prior to making the purchase as return policies vary from product to product.
Thin-set, grout, sealers, tools, cement or mortar is NON REFUNDABLE - all sales are final on the laying materials. No exceptions.
Free shipping is one-way (if applicable) - customer agrees to pay for the shipping of the items coming back to Sognare Tile & Stone Co.
Please insure your returns - all goods are considered your property until received back into our warehouse, inspected, and approved for credit.
Unauthorized returns will be refused.
All returns are subject to management approval.
If the item is either damaged in transit or is deemed not to be in good resalable condition, we have the right to refuse the package(s) and refuse the return.
Please contact us to receive a Return Goods Authorization (RGA) number and shipping address.
Write your RGA Number on a blank piece of paper and securely tape it to the outside of the package to be returned.
Help With Returns
Step One
Please email us at returns@sognaretile.com with the following information to get your return started:
Your PO number
The specific item SKUs you wish to return
The reason for return
Note: If your item is defective or damaged during shipment, we may ask for photographs that display the damage.
Step Two
If your return is applicable, we will email you a Returned Goods Authorization, along with the return address. Please print out your RGA attachment and include it within the original packaging of your box.
Step Three
Since shipping back to the warehouse is in customer responsibility, you may choose any shipper you prefer, USPS, UPS, Fedex, etc.
That's it! Once your items are received at the warehouse, the returned items will be subject to evaluation. Soon thereafter, your account will be credited for the amount returned (excluding any applicable shipping fees). We aspire to resolve all return/replacement requests within 24-48 business hours as we try to make your return experience as effortless as the initial order. All orders that are experiencing issues with damages during shipment or defective products will have further evaluation to ensure that we can accommodate to your wishes. Thank you for ordering with Sognare Tile & Stone Co., and we look forward to working with you again.
Cancellation Policy
If you wish to cancel an order, you must do so before any of the products within the order have been shipped. Since we strive to ship as fast as we can, please note that you may have to cancel on the same day the order was placed. Please be advised that you may not cancel an order once it has been fulfilled/shipped. Please email us at cs@sognaretile.com with the following information to get your cancellation started:
- “CANCEL” in the subject line
- Your PO number
- The specific item SKUs you wish to cancel
- The reason for cancel
We try to make the return/refund/shipping/cancellation process as seamless as possible! We ask customers to understand that the items sold on this website are generally heavy, and require special handling. Due to the specifications of the material sold on this website, the entire return/refund/shipping/cancellation process can get a bit confusing, but we promise to work with you every step of the way! Like you, we also want you to have a great product for your dream project.