San Carlos Imports
2982 S.E. Loop 820
Fort Worth, Texas 76140
1-877-671-0157
All orders in the Dallas and Fort Worth area are eligible for extra discount, call us for details.
Frequently Asked Questions1. What credit card can I use and is it safe to place an order using my credit card
on your web site?2. I would like to buy something but I do not want to use my credit card, can I still
purchase the item?3. If I decide to purchase something online, using my credit card, when will I be
charged?4. What do you do with the information you gather during the ordering process?5. What is your Privacy Policy?6. Will I be charged sales tax if I order online or by phone?7. Your web site say's free shipping please explain your free shipping policy and what are my responsiblity in case of damages to the item?8. When can I expect my order delivered to my home?9. Do you offer a guarantee satisfaction policy?10. What is your return and cancellation policy?11. How do I order online?*What credit card can I use and is it safe to place an order using my credit card
on your web site?
Yes, for your convenience you can use any of the following credit cards to make a purchase:
MasterCard, Visa, American Express and Discover.
We take your security issues seriously; all online transactions are handled with industry-standard SSL
encryption. This is how it works, when you enter your credit card number using our order form,
it's transmitted across the internet in an encrypted or scrambled form, then it is encoded when the
order gets to us. So throughout the ordering process your credit card number is encrypted and safe.
Also, for added security once you enter the ordering process you will see security access boxes pop up,
this tells you are proceeding in a secured section and with your approval you can continue in the
ordering process.
*I would like to buy something but I do not want to use my credit card, can I still purchase the item?
Of course, if you do not want to use your credit card online you can place your order by calling us toll
free at 1-877-671-0157. For your convenience, you can purchase any item by check, and money orders, e-mail or call us for more information.
*If I decide to purchase something online, using my credit card, when will I be
charged?
We will not charge your credit card until your order is packed and ready to ship.
*What do you do with the information you gather during the ordering process?
When you order, we need the following information to process and fulfill the order:
Customer name, mailing and shipping address, e-mail address, credit card number and expiration date.
San Carlos Mexican Imports will not sell your personal information to anyone. From time to time we will provide statistical information about our web site, such as sales and traffic volume to other vendors, but these statistics will never include personal information.
*What is your Privacy Policy?
San Carlos Mexican Imports is committed to our customer's privacy. This site is hosted by Yahoo!
Store. Yahoo! Hosts the store pages, ordering system and order data. Yahoo! automatically
collects order information but only uses this information in the aggregate. Please see the
Yahoo Privacy Policy for more information about how Yahoo! Uses this information.
*Will I be charged sales tax if I order online or by phone?
That depends where you want the order to be shipped. Since San Carlos Mexican Imports is
based in Texas, any order shipped to a Texas address will be charged the current sales tax rate,
which is %0.0825. On the other hand, if your order is shipped to an address outside of Texas you do not
pay any sales tax.
*Your web site say's free shipping please explain your free shipping policy and what are my responsibility in case of any damages to the item?
Sure, we want your shopping experience on our web site to be easy and hassle free. Just as stated on our web site free shipping on every item. Every item you order includes free shipping to any address in the continental U.S. only, any orders shipped to Hawaii or Alaska will incur additional charges at the buyers financial responsibility. All orders, except for some of our larger pieces of furniture and all large chimeneas, will be shipped free via UPS ground or Fed Ex Ground transportation only. Most furniture orders will be shipped free via motor freight and are subject to the freight company's rules and regulation, plus any additional charges incurred during delivery, at the buyers financial responsibility. Free shipping covers service to your front door, carport, driveway, or garage only, door to door service. Our free shipping offer does not include the following services; inside delivery (your home or office) or delivery inside a building, delivery before or after regular working hours, delivery on weekends or delivery to any 2nd floor or higher resident. Please call us if you have any questions. San Carlos Imports is not financially responsible for shipping delays beyond any estimated ship dates you may be quoted. It is your responsibility to be present during the delivery of your order/shipment. We strongly suggest to have assistance accepting large and heavy orders or shipment. If your home is not accessible to the delivery truck, it will be your responsibility to provide a means of transportation from the truck to your home. You may incur a remote delivery surcharge if your ship-to address falls outside of the geographical area normally served by our carriers. Call us for details.
In the unlikely event that a package arrives damaged (e.g., dented, torn, crushed, etc.), before signing the delivery receipt, please inspect to see if there is obvious damage. If so unpack at once in the present of the driver and note such damage on the carriers delivery receipt above your signature. Save your copy of receipt.
San carlos imports has inspected the contents of this package and carefully packed it to withstand normal handling in shipment; any loss or damage sustained is transit is therefore solely the responsibility of the carrier. Loss or damage may be apparent on arrival or it may be discovered at any time after unpacking, in which case you should immediately advise the carrier at the address shown on your receipt. If you receive a shipment from UPS delivery and it's damaged, you must report all UPS damages to us within 3 days for us to file a claim and replace the damage item.
In either case it is vital that you notify the delivering carrier in writing at once and request an inspection of the damage item.
San Carlos Imports, relinquishes responsibility for the goods when they are turned over to the carrier, and any return of same must be authorized in writing.
Please refuse delivery of any merchandise that is visibly damaged. If damage merchandise is refused and is properly noted on the driver's delivery slip, San Carlos Imports will file all necessary claims with the shipping company and send replacement item to you. If damages are not noted at time of delivery and merchandise refused, you may face significant delays and additional expenses to correct the damage item, plus incur shipping charges. By inspecting your order and noting any damage to the package at the time of delivery the problem will be corrected at no additional expense to you. If you have any questions about our free shipping offer, damage merchandise or not sure about your responsibility during delivery, please call us at 1-877-671-0157. Chimeneas are subject to free shipping only to a commercial address, not residential address, please call us for more detail on this free offer.
For an additional fee, you can purchase "White Glove Delivery Service" with your furniture order. Unlike our free shipping offer, "White Glove Delivery Service" is an in-home delivery service and more. Our In-Home Delivery Service will call to Schedule an Appointment for delivery. On the day of your appointment, one or two Delivery Professionals will Arrive at your home. Our Delivery Service Professionals will Carry Your Furniture into your home Our Service includes Up to the Second Floor! Your Furniture will be Placed in the Room of your choice. Our Professionals will Unpack and Place your furniture. All packing materials will be Removed and Carted away. You must call us first to set up "White Glove Service". This service cannot be added after your order has been shipped, it must be requested before your order is shipped, no exceptions. This service is non refundable.
*Can I get 2nd day air delivery?
Of course you can, but San Carlos Mexican Imports will not provide 2nd day delivery service free. Please call us if you would like a price quote for 2nd day air shipping charges.
The buyer is responsible for any additional charges incurred other than UPS Ground Transportation or Fed Ex Home Delivery. If you would like 2nd day air delivery or any other delivery schedule, please let us know and we will quote you the additional charges. After we notify you of the additional charges, then it's the buyers' responsibility to contact us for delivery of the item. San Carlos Imports will not ship the order unless the buyer gives us the authorization to bill the purchaser, the additional charges to their credit card. We are not responsible for any incurred charges other than UPS Ground Transportation and Fed Ex Home delivery.
*When can I expect my order delivered to my home?
We strive to ensure that all the products on sancarlosimports.com are available to you as quickly as
possible and shipped within the estimated time quoted on the product description. Our goal is to
ship your order within 48-96 hrs on all items shipped via UPS or Fed Ex Home delivery. If your order is shipped UPS Ground or Fed Ex.,
expect 4-7 business day till delivery. Delivery date is based on shipping your order from Texas.
If you ordered a piece of furniture or chimenea expect 1-2 weeks available to ship and an additional 5-6 days transit time to deliver, depending on the
freight company's rules and shipping schedules. We will notify you by email when we ship your order. It is the buyers' responsibility to be present at
the time of delivery, if nobody can be present at the time of delivery, please let us know and we can
make new arrangements. We try our best to ship your item according to the products description page, but due to peak shopping
season, such as the holiday season expect up to an additional 5 days before your item is shipped. We will provide
you with up to date shipping information on every item we sell. Your understanding and patience is
greatly appreciated. Please inspect all merchandise at the time of delivery. If damages are observed, point them out to your delivery
person. A complete description of all damages should be noted on your delivery invoice so we can replace the
merchandise in a timely manner.
*Do you offer a guarantee satisfaction policy?
Yes we do and its simple, if you for any reason are unsatisfied with your purchase you may return the
item within 7 days of receipt and receive a complete refund, no questions asked.
We will credit your credit card. The item must be in its original condition for a full refund.
All items including furniture and chimenea returned will incur a 20% restocking
fee, no exception, plus all shipping charges are the responsibility of the purchaser or the person who is returning the item. **NOTE: Every piece of Rustic Furniture is handmade and unique to give a one of a kind look. Imperfections may exist in appearance, texture, size and/or finish. Plus, the color shade of each piece may have slight variation, because they are made with natural products applied by artisans. Normal cracking of your kiln-dried furniture adds to the handcrafted beauty and uniqueness of the piece, so it may not be considered a reason for return. Our manufacturers may use wormwood at their discretion to further enhance the rustic appearance. If you have any questions, please call us toll free.Please inspect all merchandise at the time of delivery. If damages are observed, point them out to your delivery person. A complete description of all damages should be noted on your delivery invoice so we can replace the merchandise in a timely manner.
*What is your return and cancellation policy?
If in case you decide to return the item, simply notify us by email or by phone.
One of our representatives will help you in this matter. Please keep the original package to return
the item. Please inspect all merchandise at the time of delivery. If damages are observed, point them out to your delivery person. A complete description of all damages should be noted on your delivery invoice so we can replace the merchandise in a timely manner. All items including furniture and chimenea returned will incur a 20% restocking fee, no exception, plus all shipping charges back to our warehouse in Texas are the responsibility of the purchaser or the person who is returning the item. **NOTE: Every piece of Rustic Furniture is handmade and unique to give a one of a kind look. Imperfections may exist in appearance, texture, size and/or finish. Plus, the color shade of each piece may have slight variation, because they are made with natural products applied by artisans. Normal cracking of your kiln-dried furniture adds to the handcrafted beauty and uniqueness of the piece, so it may not be considered a reason for return. Our manufacturers may use wormwood at their discretion to further enhance the rustic appearance. If you have any questions, please call us toll free.
If you decide to cancel your order, please notify us asap. You can cancel your order anytime during the ordering process, just as long as your order has not been shipped, without incurring any penalties. But once your order has shipped and is in transit, the customer will be responsible for all shipping costs incurred and a 20% restocking fee, no exception. Refusing your order at the time of delivery is considered a canceled order and all cancelation fees will apply, 20% restocking fee, plus the shipping charges back to our warehouse in Texas. So please think twice before cancelling your order.
*Will my order be identical to the item on your web site?
Most likely not identical, keep in mind all of our items are handcrafted, so no two items are alike.
Our policy is to inspect every item before it is shipped you, so your item will represent what is on our
web site the best of our ability. A slight or unnoticeable difference in color, pattern, or texture
may be expected on all items sold from our web site. But if you are still unsatisfied with your order please notify us. Every piece of
Rustic Furniture is handmade and unique to give a one of a
kind look. Imperfections may exist in appearance, texture, size and/or finish. Plus, the color shade of each piece may have slight variation,
because they are made with natural products applied by artisans. Normal cracking of your kiln-dried furniture adds to the handcrafted beauty and uniqueness of the
piece, so it may not be considered a reason for return. Our manufacturers may use wormwood at their discretion to further enhance the rustic appearance. If you have any
questions, please call us toll free.
*Do you offer a wholesale program?
Yes we have a simple wholesale program. Please contact us for more details.
*Are all your products available to ship
Our policy is to not offer a product to sell on our web site unless it's in stock. In other words if you can see it, you can order it and we can ship it. But since many of our products are handcrafted, availability is subject to change at any time. In case we are not able to fill your order, we will notify you ASAP by email or phone. Remember we will not bill your credit card until your order is packed and ready to ship. To prevent out of stock, we try our best to project inventory levels on every products, but sometime demand on some of our products are unpredictable.
San Carlos Imports reserves the right, at any time, to modify, alter or update these policies.
San Carlos Imports reserves the right to refuse service, remove or edit content, or cancel any order at our discretion. No excuse needed.
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