Stone + Stem Policy on Ordering, Pricing, Shipping and Returns
November 2023
Thank you for shopping at Stone + Stem! We hope you enjoy our offerings and appreciate your patronage! This Policy is provided to inform you of our practices for ordering, pricing, shipping and returns. As a new, small (and woman-owned!) business, these policies and procedures will likely evolve over time, so you will want to review this information and our Website Terms of Use and Privacy Policy before placing an order to stay informed as to any changes--by placing an order on this website, you confirm that you have read and agree to this Policy and to the S+S Website Terms of Use and Privacy Policy.
ORDERING
Please ensure, prior to placing your order, that your Shopping Cart order (and prices) has been carefully checked for accuracy, as all sale are final except as specifically provided below. If you find an error in your shipping information, please email us at info@thestoneandstem.com as soon as possible to get the shipping information corrected.
Changes/Cancellations of Orders. We try to fill and ship orders for S+S merchandise as quickly as possible (usually within 48-72 hours). As a result, it is difficult for us to modify or cancel an order once you place it. If you have placed an order and you need to modify or cancel it, we will do our best to accommodate your request. Unfortunately, sending us a notice that your order needs to be changed or cancelled does not guarantee that we will be able to honor your request, as the order may have already been processed. If you need to cancel or change an order, please email us at info@thestoneandstem.com as soon as possible with the details of the order and your requested changes, and we can then confirm if we are able to cancel or modify your order at that time.
Sale Items. If an item you purchase on this website subsequently is advertised on this website at a lower price within 14 days following your purchase, we will, upon your request, refund you the difference between the price you paid and such lower price, but you must contact us via email at info@thestoneandstem.com to initiate such partial refund request within 14 calendar days of the reduction in price. If you follow these procedures, we will issue you a refund of the price difference in the same form of payment that was originally used to purchase the item.
PRICING
Quantities and Prices May Change. Prices and available quantities for merchandise on this website are subject to change without notice. Any changes in prices or available quantity will be effective immediately and reflected on this website, so you should refresh your browser to make sure you are viewing the most current information. You should also confirm the quantity and price of each item in your Shopping Cart prior to placing your order. Sales of merchandise are subject to availability of such merchandise, and we will notify you promptly if any of your items are no longer available or will be delayed (and we apologize in advance for any inconvenience).
SHIPPING
We try to fill and ship orders for S+S merchandise as quickly as possible (usually within 48-72 hours). Delivery time may vary based on location and S+S unfortunately has no control over any delays in delivery once items have been given to the carrier for shipping. We are not able to sell or ship internationally at this time. While we are continuously assessing the most cost-effective options for shipping, please bear in mind that S+S items are made of concrete (and in some cases, include glass and wax), and as such can be quite heavy and therefore costly to ship. Similarly, the carrier likely cannot provide inside delivery (over the threshold) of packages, so we recommend that you have help available to move the item(s) to wherever needed.
RETURNS
Please inspect your order upon arrival and contact us immediately via email at info@thestoneandstem.com if any S+S item is defective, damaged, or if you received the wrong item(s). Please note that from time to time, we may include in your package a gift, usually an item not otherwise available on our website, to thank you for your support, but we will be sure to include a note to that effect to avoid any confusion!
Defects vs. Irregularities: Defective products include broken glass pieces, and chipped or cracked concrete pieces. At Stone + Stem, all of our items (other than glass items) are hand cast by us, using cement and other raw materials. Differences in color, texture and the presence of small bubbles do not necessarily indicate defectiveness, as those irregularities are inherent in the creation of handmade cement products. Cement and concrete in their natural state are gray-ish in color, though some S+S items may include some coloring to enhance their appeal. Every pour is unique, and color and texture variation is to be expected, though when buying items that are sold in a set (like our mini-cans), we try our best to minimize such variations within the set. These irregularities are not considered defects, though, as they are part of the uniqueness and charm of our products.
Defective and Damaged Items: Please inspect your order upon arrival to ensure your order is complete and not defective or damaged (following the guidance above). S+S will not be responsible for any damage caused by handling of the pieces after delivery. If any S+S item you purchased is defective when you first unpack it, please contact us right away (but in any event within 3 days) at info@thestoneandstem.com, and include a picture of the damage/defect, and indicate whether you are requesting a refund or a replacement. Within 14 days of receiving your email, we will review your request and the submitted picture(s) to determine if the item was delivered damaged, and therefore eligible for return, and will notify you of our decision. We reserve the right to refuse a refund or exchange if the item shows any sign of wear or damage. If we determine the item is eligible, we will include in our email to you the instructions for next steps, such as a refund, or a replacement (which replacement will be at S+S’s discretion, subject to availability of replacement items). Any refund issued will be as a credit to your credit card (or original method of payment).
Incorrect Order: If your order is missing an item, or includes an item you didn’t order, please contact us right away (but in any event within 3 days) at info@thestoneandstem.com, and include, as applicable, a picture of the item you didn’t order (which item must be unused and in its original condition to be eligible for replacement), or a scan of your order confirmation/packing slip indicating the missing item (with the Order # clearly visible). Within 14 days of receiving your email, we will review your request and the submitted information to confirm your order was in fact not fulfilled correctly and will notify you of our decision. If we determine the Order was fulfilled incorrectly, we will include in our email to you the instructions for next steps to remedy that. Any item we ask to be returned must be unused and in its original condition.
TO THE EXTENT PERMITTED BY APPLICABLE LAW, STONE + STEM DISCLAIMS ANY AND ALL IMPLIED WARRANTIES, INCLUDING, WITHOUT LIMITATION, WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE, AND ANY AND ALL LIABILITY OR RESPONSIBILITY FOR DIRECT, SPECIAL, INCIDENTAL OR CONSEQUENTIAL DAMAGES RESULTING FROM ANY BREACH OF WARRANTY OR CONDITION, OR UNDER ANY OTHER LEGAL THEORY. Some states do not allow the exclusion or limitation of incidental or consequential damages or exclusions or limitations on the duration of implied warranties or conditions, so the above limitations or exclusions may not apply to you.