You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Please note that clearance items, sale items and custom items are not eligible for return or exchange for any reason.
All returns or exchanges must be arranged with Cornerstone Mantels & Fire in advance and you will need to login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. Upon approval, our customer service department will issue a Return Authorization (RA) number and send it to you via email with shipping instructions. (Returns that are sent to the incorrect location will be refused, shipped back at the customer’s expense, or assessed a restocking fee to cover administrative costs, shipping costs, and restocking fees for which we may be subject.)
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item. If you placed your order as a guest use our contact us page to request the RA. (Make sure to include your order number and the items you wish to return)
The following terms and conditions apply to all returns:
1. The product must be in new, unused condition and must be returned in the original packaging.
2. Clearance Items, sale items, special order items and custom items are not eligible for return or exchange for any reason.
3. It is the responsibility of the customer to return the product to the correct warehouse in new condition and in the original packaging. For this reason, we strongly suggest that you obtain a tracking number for the returning item(s) and purchase shipping insurance. Once shipped, please provide customer service with your tracking information.
4. All items must be received in NEW, UNUSED CONDITION. In the event that the product is received in a condition which we deem unacceptable, we reserve the right to deny your return. Upon receipt of unacceptable return item(s) we will either refuse it or contact you by email to notify you that the item was received damaged or used. (Note: If the item was received damaged you may file a claim with your shipping company. If the item is received used you may choose to have the item disposed of or have the item returned to you at your expense. Damaged or used items will be retained in our warehouse for a maximum of 30 business days unless otherwise requested by the customer in writing prior to disposal. After 30 business days the item will be disposed of or donated.)
5. After we receive the return item, inspect it, and determine it to be in acceptable condition, we will issue a credit in the original form of payment.
6. You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). We'll notify you via e-mail of your refund once we've received and processed the returned item. The RA number expires 30 days after the date the product was delivered. If you attempt to return an item without an RA (including refusing delivery), past 30 days or in unacceptable condition, the item will be refused or shipped back to you at your cost; if we choose to accept the return, additional fees will apply.
7. Return requests for items delivered more that 30 days in the past will not qualify for returns or exchanges for any reason and will not be accepted. At our discretion, we may return an item with a 25% re-stocking fee that can be re-sold as a new and unused item. This will only be considered for items that are returned in their new packaging, returned as per the terms and conditions stated above and approved by our customers service department. Items will be held in inventory and a refund will be issued within 30 days of the time the item is sold from inventory. In this case, a return will be issued less a 25% restocking fee and any additional fees to cover administrative costs, shipping costs, and restocking fees for which we may be subject.
DO NOT decline the shipment and/or send back, if you do, it complicates the claim and voids the insurance. The box and its contents should be inspected thoroughly at the time of delivery. If you find that any part of your order is damaged, or if the box itself is damaged, have the driver notate it on the bill of lading. You must accept the entire box(es), including all contents even if something is damaged!!! Once again, DO NOT decline the shipment and/or send back. You will need to contact us within three days at 888-520-3473 or email@example.com and explain the damages. Upon receipt of your information we will provide an RA number and ship out the replacement(s) with no additional shipping charges to the customer. The customer must hold on to the packaging and damaged goods for two weeks (in case the freight company wants to do an additional inspection). Everything ordered with Cornerstone Mantels is insured for the full amount.
Freight service is shipped via trailer in the US (lower 48). Our free freight option is limited to curbside delivery. The driver and truck must have reasonable access to the end of your driveway
If free lift gate is noted on your order, the driver will take your delivery off the truck for you, but you will be responsible for bringing it where it needs to be put on your property. For products that exceed lift gate requirements, you will need to make arrangements for the item(s) to be lifted off the truck. These specialty items will not be noted as free lift gate on your order.
The shipping company will contact you ahead of time to schedule delivery. An adult must be home at time of delivery. Please provide a convenient phone number at the time of check out in order to ensure prompt delivery of your order. Missing your designated appointment could result in a re-delivery fee.
Once your order is off the truck, the driver will give you time to inspect your package. You are responsible to check the exterior packaging. If there is visible damage to the outside crate, box, or product you will need to note the damage on the Proof of Delivery (POD) that the driver will give to you to sign. If you sign for the delivery without noting visible damage, the shipping company is released from any responsibility for damage.
- You must be present at time of delivery.
- Please thoroughly inspect the package while the driver is present for any external damages. If damage has occurred, note the damage on the Proof of Delivery and contact our Customer Service Department at 1-888-520-3473.
- Allow 5-7 Days for delivery.
If you have any questions, please call our offices at 1-888-520-3473.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
International Shipping Powered by
We have partnered with Bongo International to service our international customers.
At checkout, choose your international destination from the country drop down menu. Once you select your country and attempt to checkout, you will be automatically transferred to Bongo's Secure International Checkout page where you will be provided with international shipping costs as well as duties and taxes for your shipment.
Upon completion of your order, Bongo will charge your credit card for the entire purchase. We will ship the goods to Bongo's Global Distribution Facility where Bongo will process the order and transport the goods to your international address. There are no additional fees or registration processes with this service.
Low Price Promise / Guarantee
If you find a product that you purchased from CornestoneMantels.com for less from any online (dealer certified) Fireplace, Chimney or Outdoor Living retailer we will match the price within 7 days from day of delivery with no hassles. Its our way of upholding our "outstanding" service policy. We want you to trust us as much as you would trust your favorite retail store you have been shopping at for years.
Price matches will be verified prior to honoring price. We do not honor pricing errors which would put us at a loss from other retailers. Wayfair.com, Overstock.com and Amazon.com price matches must include the total out the door price including shipping costs.