Shipping and Returns

  • General Return Policy

    To make a general return or exchange please fill out our simple and short RGA Form (return good authorization form), or you may contact us by calling our customer service at 800-853-3077. The returns department will process your request and email you a confirmation within 2 business days.

    Please note:

    • Certain brands are not returnable.
    • All merchandise is subject to a restocking fee. Restocking fees can vary from manufacturer to manufacturer.
    • Custom or special order products (including custom finishes) are not returnable.

    View a full list of which brands are not returnable and all restocking fees.

    The following conditions must be satisfied for a return or exchange:

    • All return requests must be made within 30 days of receiving the product.
    • All return item(s) are required to be in brand new and in 100% resalable condition with all the original packaging as it was shipped to you.
    • Once installed an item cannot be returned.
    • The customer is responsible for all return freight charges on merchandise.
    • All return instructions must be followed through within 30 days of receipt.
    • All return shipments must be fully insured and traceable.
    • If a return item(s) arrives damaged, Home & Stone will not be able to issue a credit and the return will be closed. It is the customer's responsibility to file a freight claim with the carrier for reimbursement.

    If the above conditions are not met, Home & Stone will not be able to give credit for the return.

  • Defects

    Upon receipt, your package(s) should be inspected for visible defects or flaws. If detected, please be sure to notify us within 3 days of delivery. Please fill out our simple and short RGA Form (return good authorization form), or you may contact us by calling our customer service at 800-853-3077. The returns department will process your request and email you a confirmation within 2 business days.

    Please note:

    • If an item is deemed defective by the manufacturer you will receive return instructions via email on how to return it and receive a full credit. If a replacement is requested you will be charged for the new item.
    • Home & Stone will cover all return freight charges on defective items.
    • In the event that an item is found to be defective after installation, Home & Stone will assist in the process of having it replaced under the manufacturer's warranty. Please note that Home & Stone does not provide any warranties on any items and is not responsible for any labor, or other installation expenses.
    • For certain items you may be required to send us digital pictures that can be forwarded on to the manufacturer for further processing.
  • Shortages & Shipping Errors

    Upon receipt, your package(s) should be inspected for shortages, or shipping errors. If there is a discrepancy between what was ordered and received, please notify us within 48 hours of delivery. Please fill out our simple and short RGA Form (return good authorization form), or you may contact us by calling our customer service at 800-853-3077. Our customer service department will process your request and email you a confirmation within 2 business days.

    Please note:

    • Unless requested, packages sent through FedEx or UPS will not be "signature required". If "signature required" is not specifically requested, Home & Stone will not take responsibility for a lost or stolen package showed delivered by the delivering carrier.
    • If the wrong product(s) was shipped, you will receive return instructions via email on how to return it and receive a full credit when it ships back. If a replacement is requested you will be charged for the new item.
    • If it is determined that there is a shortage, a replacement will be sent out at no charge to you immediately.
  • Shipping Fees & Deliveries

    For orders over $75.00, Home & Stone provides FREE shipping serving the 48 contiguous states in the US (sorry we don't ship to Hawaii or Alaska at this time). For items that are shipped by common carrier, we provide curbside delivery only. Occasionally, an order may arrive in multiple shipments, this can happen when a product is on backorder. If this is the case, we will notify you at the time we send you a shipping confirmation e-mail. Despite multiple shipments, you will never be charged for shipping if your order is over $75.00

  • Product Inspection & Shipment Damages

    We hope that your order arrives safely and that you are satisfied with your purchase. However, please remember that when the order arrives it is your responsibility to check if any of the items became damaged in transit.

    For deliveries from UPS & FedEx ground (not UPS or FedEx Freight):

    Upon receipt, your package(s) should be inspected for damage. If damage is found, please notify us within 48 hours of delivery and fill out our simple and short RGA Form (return good authorization form), or you may contact us by calling our customer service at 800-853-3077. Our customer service department will process your request and email you a confirmation within 2 business days.

    • If any items are found to be damaged please keep all the original packaging material.
    • We cannot honor any damage claims after 48 hours.

    For deliveries from Freight companies and common carriers:

    • It is necessary to have someone available to accept and sign for the delivery. The merchandise needs to be inspected for damage. There are two types of damage to look for:
      1. Obvious damage - i.e. Box is torn open and the item is cracked in half.
      2. Concealed damage - i.e. Outer packaging looks fine but inside the item is cracked.
    • During the delivery, in the presence of the driver**, inspect the merchandise.
      1. Check the outer packaging for any signs of damage.
      2. Even if the packaging looks good, remove the inner packaging for further inspection.
      3. Inspect the item(s) for concealed damage (hidden damage underneath the packaging).
    • If shipping damage is found please refuse it and notify us immediately (within 24 hours) at 800-853-3077 or fill out the RGA Form. When refused, please notate on the drivers papers that the unit was refused due to shipping damage.

      **Sometimes drivers don't let you inspect the product at the time of delivery. If the outer packaging looks 100% OK and intact, then you should notate on the drivers papers that inspection was not allowed and that the merchandise is subject to inspection. Once the driver leaves immediately inspect the merchandise. You then have 24 hours to report any damage to us by calling 800-853-3077 or filling out the RGA Form.

      Please take note of the above instructions. These are for your protection. If you sign the delivery ticket and do not note any damage, or follow the instructions above, the unit becomes your property and we will not be able to help you. Home & Stone cannot be responsible for any freight claims or refunds and there is no further action that can be taken on your behalf.

  • Restocking Fees

    There is a 50% restocking fee plus return freight charges on the following products.

    • AFINA
    • AMBELLA
    • AQUATIC
    • KALCO
    • LAUFEN
    • NAMEEKS
    • RUBINET
    • ST THOMAS CREATIONS

    There is a 40% restocking fee plus return freight charges on the following products.

    • WHITEHAUS COLLECTION

    There is a 30% restocking fee plus return freight charges on the following products.

    • EMPIRE INDUSTRIES

    There is a 35% restocking fee plus return freight charges on the following products.

    • ALTMANS
    • HOUZER
    • JULIEN
    • LEGACY BRASS
    • SIGMA
    • VILLEROY & BOCH
    • WATERSTONE
    • KIMBALL & YOUNG

    There is a 20% restocking fee plus return freight charges on the following products.

    • CASCADE
    • RONBOW

    There are no returns accepted for the following manufacturers.

    • ALLSTONE
    • BULOVA
    • CALIFORNIA FAUCETS
    • COYOTE
    • EDGAR BEREBI
    • HERBEAU
    • OCEANIA BATH - BISCUIT COLORS ONLY
    • PORCHER
    • ROBERN
    • SAMUEL HEATH
    • SAVOY HOUSE
    • STONE FOREST
    • VANICO
    • VIBIA
    • VIPP
    • WEBERT

    Please note:

    • Except otherwise listed above, all returns are subject to a 25% restocking fee plus return freight costs.
    • Any special or custom order cannot be returned. Please check with your salesperson to find out if your order has any custom, or special ordered items and finishes.
    • Some Elkay items may not be returnable (excluding Defects & Damages). Please check with a sales representative before ordering.
    • ALL RESTOCKING FEES ARE SUBJECT TO CHANGE AT ANY TIME.
  • Change or Cancel an Open Order

    If your order has not been shipped yet, either from the manufacturer or from us to you, you may change or cancel your order at anytime (Excluding special or custom orders). Once it has been shipped, you will be subject to a restocking fee (Click here for a complete list of restocking Fees) and will have to follow the return instructions (click here for Return Policies).

  • RGA Request Form

    Click Here to fill out the RGA Form