*Your web site states 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 white glove in-home delivery service & Basic in-home delivery?
For an additional fee, you can purchase "White Glove Delivery Service" with your furniture order. Unlike our free shipping offer, which is curb side service only, "White Glove Delivery Service" is an in-home delivery service and more. The delivery company will call you to arrange a date and 4-hour appointment window once your item(s) arrives at the local terminal. On the day of your appointment, one or two delivery professionals will arrive at your home. The delivery service professionals will unload, unpack and carry your furniture inside your home and placed it in your room of choice, up to the second floor. Assemble your furniture if needed and remove all packing materials from your home. 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 fee is a non-refundable fee.
Basic In-Home Delivery includes, the delivery company will call you to arrange a date and 4-hour appointment window once your item(s) arrives at the local terminal. At the time of arrival, delivery personal will bring the boxed items inside your home and place them in the immediate entryway or garage only. This service DOES NOT include moving items to any room, assembly service, unpacking or removal of debris, call us if you have any questions.
*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 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 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.
*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, Discover, Google Pay and PayPal. 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. You may place an order using PAYPAL payment.
*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 my credit card charged?
If you order online, as with many other merchants, we place an authorization hold on your payment card account for the approximate amount of any purchase you make. You might see such authorization request on your online statement. This request is not actual charges; they are tests to confirm that your payment card account is active and has available funds to accommodate transactions. Authorization holds are removed by your financial institution shortly after your purchase clears. The amount of time it takes to remove authorization requests varies by financial institution. Your CC is then charged the total amount when your order is packed and ready to ship. If you place your order over the phone, your CC is charged the total amount when 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 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 Imports is committed to our customer's privacy. This site is hosted by Bigcommerce. Bigcommerce hosts the store pages, ordering system and order data. Bigcommerce automatically collects order information but only uses this information in the aggregate. Please see the Bigcommerce Private Policy for more information about how Bigcommerce 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 Imports is based in Texas, any order shipped to a Texas address will be charged the current sales tax rate, which is .0825%. On the other hand, if your order is shipped to an address outside of Texas, we will not collect or charge you sales tax. San Carlos Imports is not responsible for collecting or submitting sales or use taxes for any state other than Texas.
*Credits & Accounts?
The crediting of credit card accounts shall be governed exclusively by this Agreement. In the event we determine to provide credit to your account in accordance with the terms and conditions of the Agreement, after verification, San Carlos Imports will issue credit to the original account number charged or payment. Anticipate account crediting within (30) thirty days of our notifying you of your account credit amount.
*Will the item I purchase 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. All special-order items are no-returnable and no-refundable. 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. Wood particle board may be used on backs, drawer bottoms and/or sides, to reduce the price of the piece, weight and reduce the environmental use of wood, if you are interested in a particular item uses particle board, please call us. All sizes are approximation and will vary up to 2 inches. If you have any questions, please call us toll free.
*Will your rustic furniture match my rustic furniture I already have?
Unfortunately, it will not match what you have, for a couple of reasons. First, rustic pine wood darkens as it ages, so depending on how long you had your piece there is a very good chance that it will be darker compared to any new piece you buy. Secondly, there are many Mexican manufactures of rustic pine furniture, making the same style, design and using the same pine wood, but they all have a different finishing or staining process. Different finishing/staining techniques, results in a lighter or darker stain that what you have. Keep in mind that rustic furniture is “rustic furniture” and although they may not match, they will blend together.
*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 product, 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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