Shipping & Delivery FAQ

*Your web site say's free shipping please explain your free shipping offer policy?                      Sure, we want your shopping experience on our web site to be easy and hassle free. Every item you order includes free shipping to most addresses in the continental U.S. only, any orders shipped to Hawaii or Alaska will incur additional charges at the buyers’ financial responsibility. Most of our home accessories and small pieces of furniture, will be shipped free via UPS ground. Our large furniture pieces will ship free via motor freight and are subject to the freight company's rules and regulation. Our free shipping offer is curb side delivery or self-service only, the delivery truck will unload your shipment, but it’s your responsibility to unpack and move your furniture inside your home, the driver will not help you. 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. Once your order has been shipped, any change of address during transit will result in a reconsignment fee, paid by the customer. It is your responsibility to be present or have someone present during the delivery of your order/shipment. If you are not home at the delivery time, you will be charged a $45.00 redelivery fee. Upon prior notification, we strongly suggest having assistance accepting large and heavy orders or shipment. If your home is not accessible by delivery truck, i.e., live on an unpaved or small narrow road, it will be your responsibility to provide a means of transportation from the delivery truck to your home or the freight company’s terminal 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 or delivery address that are called “limited delivery area”. Please call us if you have any questions or any concerns about our free shipping offer.

*What is my responsibility at the time of delivery and what if I notice my piece is damaged?
Furniture pieces are securely packed, boxed and strapped to a pallet, and this is the way it should be delivered to your home, except if you ordered white glove in-home deliver, then the delivery company will deliver them boxed, not on a pallet. Before signing the delivery receipt, please inspect to see if there are outside obvious damage. In the unlikely event that a package arrives damaged (e.g., dented, torn, crushed, holes etc.), point the damages to the driver immediately and unpack the piece in question immediately in front of the driver. After you have unpacked the package and the piece is damage, write on the delivery receipt the damages you noticed on the piece. Save your copy of receipt. San Carlos Imports has inspected the contents of your 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 Ground 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 receipt, 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 shipment and noting any damage of 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.

*When can I expect my order delivered to my home? We strive to ensure that all the products on are available to you as quickly as possible and shipped within the estimated time quoted on the product description. Our goal is to ship all small home accessories item within 48-96 hrs. on all items shipped via UPS Ground. If your order is shipped UPS Ground, expect 4-7 business day till delivery. Delivery date is based on shipping your order from Texas. If you ordered pieces of furniture expect an additional 3-7 days, after it has shipped from our warehouse 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 with delivery and shipping information, plus the freight company’s tracking number. 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 are greatly appreciated.

*Cancellation Policy?
If you decide to cancel your order, please notify us by email asap, all cancelations must be in writing. 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, left our warehouse and in transit, the customer will be responsible for all shipping costs incurred and a 20% return/restocking fee, no exception. Refusing your order at any time after it has been shipped is considered a canceled order and all cancelation fees will apply, 20% return/restocking fee, plus the return shipping charges back to our warehouse in Texas. See our return policy for more information. So please think twice before cancelling your order.

*Satisfaction Guarantee & Returns Policies? Our customers’ satisfaction is the foundation of our success. If you for any reason are not satisfied with your purchase you may return the item within 7 days of receipt and receive a partial refund, less the 20% return/ restocking fee of the purchase price. The item must be in its original condition for a refund and packed according for transit. You can return any item that has not been assembled; no refunds will be issued on items that have been assembled. All items including furniture and chimenea returned will incur a 20% return/restocking fee, no exception, plus the return shipping charges are the customer’s responsibility or the person who is returning the item. All special-order items are no-returnable and no-refundable. **NOTE: Every piece of rustic furniture is handmade and unique to give a one-of-a-kind look. Imperfections will 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 and lighting condition of the image taken, the actual finish will vary in appearance from any examples shown. In addition, wormwood may be used to enhance the rustic appearance. Normal cracking of your kiln-dried rustic furniture adds to the handcrafted beauty and uniqueness of the piece, so it may not be considered a defect. If you have any questions, please call us toll free.