Frequently Asked Questions
Order Details
How do I know my order has been placed?
You should receive a confirmation email at the address provided during checkout. If it's not in your inbox, kindly check your spam folder. Please allow up to 24 hours for the confirmation to arrive. If after this time you still haven't received it, we're here to help. Contact us for further assistance.
How long do I have to cancel my order?
You have the flexibility to cancel your order within an hour after it's been placed. For immediate cancellation, please make sure to contact us at your earliest convenience.
Why have I not received an order confirmation by e-mail?
Should your order go through successfully, we'll send you a confirmation email right away. If this email doesn't appear in your inbox, please inspect your spam folder. Due to high demand, there might be a delay of up to 24 hours for your email confirmation. If after this time you still have not received your email, we're here to help. Just reach out to us for support.
How do I track my order?
Once the order is shipped, please allow 24 to 48 hours for the tracking number to be fully updated on the post office system. We will send your tracking number via email. Please head to our Tracking Page to get more information about the status of your delivery.
Shipping
How soon can I expect my order to arrive?
Deliveries within the United States generally take between 2-5 business days. In the event of high order volumes which may extend shipping times, we commit to full transparency and will update you through email. While shipping delays are rare, our outstanding customer service and proactive communication are pillars of our commitment to you.
When will my order be shipped?
We process orders quickly, targeting same-day dispatch. If not possible, we'll dispatch by the next business day, stock permitting. You'll get a dispatch confirmation email once sent. Orders are processed Mon-Fri, excluding public holidays.
Where do you ship from?
We ensure each order is locally dispatched from our base in Utah, USA.
What if I accidentally enter the incorrect address?
It's crucial that the shipping address you provide is correct. Our process is designed for speed, offering a narrow opportunity to make address changes. Should you need to correct your address, please contact us immediately.
What is the shipping cost?
The shipping cost may vary depending on the shipping method, destination, and the weight of the package. Customers can check the shipping cost during the checkout process before placing an order.
Returns, Refunds & Warranty
How long do I have to return a product?
Our goal is to streamline your shopping journey, ensuring you're fully delighted with your Stonemore purchases. Should you wish to return or exchange an item, we welcome you to do so within 30 days from the date of purchase.
What about faulty or damaged products?
Upon receipt of your items, we urge you to inspect all products immediately. Should you discover any defects, damages, inaccuracies, or missing components, please reach out to us within 48 hours of delivery. Rest assured, you will not be responsible for any fees associated with re-shipping or re-packaging in the event of a faulty or damaged item. Our Customer Service team is on standby to guide you through the next steps once we have your request.
When can I expect my refund to return to my account?
If you have returned your order and are waiting for a refund, you should have received an email confirming the return. If you have not received this email and it has been more than 14 days since you returned your order, you are welcome to contact us for a status update.
What is the duration of my warranty and what does it include?
Our products come with a comprehensive structural warranty, covering any structural defects such as issues with hinges, doors that won't open, and similar problems. This warranty is designed to give you peace of mind, ensuring that should any structural discrepancies arise with your product, we are committed to rectifying the situation. Please refer the warranty page for the specific duration and detailed coverage, ensuring your purchase is protected against structural malfunctions.
How do I initiate a return?
Reach out to our support staff at your convenience, and we will supply step-by-step guidance to make the process as smooth as possible for you.