SHIPPING
AND RETURNS INFORMATION
As
a small family owned business, and due to the nature of our products,
we do not accept returns. We actually make each and every piece
that leaves our shop at the time of the order. That said, if any
one of our molds or other products has a defect, and you can show
us picture proof by sending us an email with an image of the damaged
part, we are happy to replace it. No need to send it back to us.
We
have no way to control any damage that may occur with our mold products,
and will not replace any mold or item that has been damaged by the
user. For instance, the chocolate molds we make are made from PETG
food grade plastic. You cannot put them in a hot dishwashing machine
and expect them to survive. Hand washing in fragrance free dishwashing
detergent with a soft cloth is all it takes to clean them after
a day of use, along with proper storage will ensure a long life
for their use.
The
shipping module we use in our shopping cart is manipulated in a
bit of a strange way, but it works. For instance, even though an
actual kit of Xenostone™ weighs over 8 pounds with the packaging
included, in the shopping cart we have set the weight to less so
that the cart will pick a flat rate medium mailing box to ship with.
We use this method to keep our shipping cost as actual real as possible.
Also, even though a concrete mold may not weigh that much, shipping
is also size sensitive, so we will adjust the weight for that item
in the shopping cart to cover the cost of actual shipping.
We ship everything via Priority Mail so we can track packages when
needed and our customers get their orders very fast.
We
ship frequently during the week. Even if a customer orders 15 different
pieces that are all different, since we have a very unique manufacturing
method, it isn't unlikely for such an order not to go out on the
same day or next. If for some reason an order may have a short delay,
we will email you and let you know.
We
manufacture all of our products in our own shop and only ship orders
from our online store inside of the USA. Most of the time we do
not ship anywhere else in the world unless a customer is willing
to contact us and get a shipping estimate before we ship to them.
In the case of a foreign shipment, we will be happy to set up a
payment page specifically for that order.
If
you have any questions at all please do not hesitate to write us
and ask. We do our best to make sure you are satisfied with your
order. We actually used to sell a LOT of molds on eBay years ago,
and still maintain a 100% positive feedback rating with them because
of our insane customer service responses.
