Shipping Policy

1. OVERVIEW

This Shipping Policy ("Policy") governs the shipment and delivery of products purchased from Stellar Merit Statuary ("Company," "we," "us," or "our"). By placing an order, you ("Customer," "you," or "your") acknowledge and agree to the terms of this Policy.

IMPORTANT NOTICE REGARDING FRAGILE PRODUCTS: Our products are handcrafted cement statuary items that are inherently fragile and heavy. Despite professional packaging and careful handling, cement statues are susceptible to damage during transit due to their brittle nature. By placing an order, you acknowledge that:

• Cement products can crack, chip, or break during shipping despite proper packaging
• You accept the risks associated with shipping fragile, heavy items
• Immediate inspection upon delivery is mandatory (see Section 8)
• Failure to properly inspect and report damage voids all damage claims

2. SHIPPING LOCATIONS

2.1 Domestic Shipping

We currently ship to addresses within the contiguous United States (48 states). We do not ship to:

• Alaska
• Hawaii
• U.S. territories (Puerto Rico, Guam, U.S. Virgin Islands, etc.)
• APO/FPO/DPO military addresses
• P.O. Boxes (for items requiring freight shipping)

2.2 International Shipping

At this time, we do not offer international shipping. Orders with international shipping addresses will be automatically cancelled and refunded.

2.3 Address Restrictions

We reserve the right to refuse shipment to certain locations based on:

• Carrier accessibility
• High-risk fraud indicators
• Previous delivery issues
• Legal or regulatory restrictions

3. PROCESSING TIME

3.1 Standard Processing

Orders are typically processed within 3-5 business days (Monday through Friday, excluding federal holidays) from the date of order confirmation. Processing time includes:

• Payment verification
• Order preparation and packaging
• Quality inspection
• Carrier pickup scheduling

3.2 Custom or Made-to-Order Items

Custom or made-to-order items may require 4-8 weeks for production before shipping. Estimated production times will be clearly stated on the product page and order confirmation.

3.3 Delays

Processing times may be extended during:

• Peak shopping seasons (holidays, sales events)
• Inclement weather or natural disasters
• Supply chain disruptions
• High order volumes

We will notify you of significant delays via email.

3.4 No Processing on Weekends or Holidays

Orders placed after 2:00 PM EST on Friday will not be processed until the following Monday. Orders placed on federal holidays will be processed on the next business day.

4. SHIPPING METHODS AND RATES

4.1 Available Shipping Methods

Shipping methods and rates are calculated based on:

• Package weight and dimensions
• Delivery destination
• Selected shipping speed

Standard Shipping Options:

• Ground Shipping (5-7 business days): Most economical option for standard items
• Expedited Shipping (3-4 business days): Faster delivery for eligible items
• Express Shipping (2 business days): Premium speed (not available for all items)
• Freight Shipping (7-14 business days): For large or heavy items requiring special handling

4.2 Shipping Costs

Shipping costs are calculated at checkout based on your selected method and destination. Shipping charges are non-refundable except when:

• We ship the wrong item
• The item arrives damaged due to shipping
• The item is defective upon arrival

4.3 Free Shipping Promotions

When offered, free shipping promotions apply only to:

• Standard ground shipping within the contiguous U.S.
• Orders meeting the specified minimum purchase amount
• Non-custom, in-stock items

Free shipping does not apply to expedited, express, or freight shipping methods.

4.4 Freight Shipping for Large Items

Items weighing over 150 pounds or exceeding dimensional limits require freight shipping. Freight deliveries include:

• Curbside delivery only (unless otherwise arranged)
• Delivery appointment scheduling (customer must be present)
• Signature required upon delivery
• Limited access fees may apply for residential deliveries

5. DELIVERY ESTIMATES

5.1 Estimated Delivery Times

Delivery estimates are provided at checkout and begin AFTER the order ships (not from order date). Estimates are not guarantees and are subject to carrier performance.

5.2 Transit Time Exclusions

Transit times do not include:

• Order processing time (3-5 business days)
• Weekends (Saturday and Sunday)
• Federal holidays
• Carrier delays beyond our control

5.3 Delivery Delays

We are not responsible for delays caused by:

• Severe weather conditions
• Natural disasters
• Carrier operational issues
• Customs clearance (if applicable)
• Incorrect or incomplete shipping addresses provided by customer
• Customer unavailability for delivery
• Acts of God or force majeure events

6. ORDER TRACKING

6.1 Tracking Information

Once your order ships, you will receive a shipping confirmation email containing:

• Tracking number
• Carrier name
• Link to track your shipment
• Estimated delivery date

6.2 Tracking Updates

Tracking information may take 24-48 hours to become active after shipment. Check the carrier's website directly for the most current tracking status.

6.3 No Tracking Information Received

If you do not receive tracking information within 5 business days of order placement, please contact customer service at [INSERT EMAIL].

7. DELIVERY REQUIREMENTS

7.1 Accurate Address

You are responsible for providing a complete and accurate shipping address. We are not responsible for orders delivered to incorrect addresses provided by the customer. Address changes after order placement cannot be guaranteed.

7.2 Signature Requirements

Some shipments may require a signature upon delivery. If no one is available to sign:

• The carrier will leave a delivery notice
• You may need to schedule redelivery or pick up at a carrier facility
• Additional delivery attempt fees may apply

7.3 Delivery Access

You must ensure the delivery location is accessible to delivery vehicles. Additional fees may apply for:

• Limited access locations
• Locations requiring special equipment
• Deliveries beyond the first threshold (inside delivery)
• Deliveries to locations without loading docks

7.4 Refused Deliveries

If you refuse delivery, you will be charged for:

• Round-trip shipping costs
• 20% restocking fee
• Any additional carrier fees

These charges will be deducted from your refund.

8. INSPECTION UPON DELIVERY - FRAGILE CEMENT STATUARY

8.1 CRITICAL - IMMEDIATE INSPECTION MANDATORY

CEMENT STATUES ARE EXTREMELY FRAGILE: Due to the brittle and heavy nature of cement statuary, you MUST inspect all packages immediately upon delivery while the carrier is still present. This is your ONLY opportunity to document shipping damage and file a valid claim.

DO NOT SIGN FOR DELIVERY UNTIL YOU HAVE INSPECTED THE PACKAGE.

Check for the following BEFORE accepting delivery:

• Visible external damage: Crushed corners, punctures, tears, or dents in packaging
• Signs of impact: Boxes that appear to have been dropped or roughly handled
• Abnormal sounds: Rattling or shifting sounds indicating broken pieces inside
• Box integrity: Weak or sagging boxes from moisture or crushing
• Proper labeling: "FRAGILE" and "HEAVY" labels should be visible and intact

8.2 Inspection Procedure for Cement Statuary

STEP-BY-STEP MANDATORY PROCESS:

1. BEFORE SIGNING:
   • Examine all sides of the shipping box for damage
   • Look for crushing, punctures, water damage, or tears
   • Check if the box feels abnormally light or unstable
2. IF PACKAGE SHOWS DAMAGE:
   • REFUSE DELIVERY if damage is severe (crushed box, large tears, visible breakage)
   • If accepting damaged package, write "DAMAGED - OPENED IN PRESENCE OF DRIVER" on delivery receipt
   • Ask carrier to wait while you open and inspect (this is your right)
3. DOCUMENT EVERYTHING IMMEDIATELY:
   • Photograph shipping box from all angles BEFORE opening
   • Photograph shipping label with tracking number clearly visible
   • Photograph the carrier's delivery vehicle (optional but helpful)
   • Take video while opening the package showing all packaging materials
4. CAREFUL UNPACKING:
   • Open box carefully, preserving all packaging materials
   • Document how the statue was packed (foam, bubble wrap, cardboard inserts)
   • Look for loose pieces or cement dust (indicates breakage)
   • Carefully remove statue and inspect all surfaces
5. THOROUGH INSPECTION OF STATUE:
   • Check for cracks, chips, or breaks on all surfaces
   • Examine base, top, and all sides
   • Look for structural integrity (does statue wobble or lean?)
   • Check for missing pieces or separated components
   • Photograph any damage from multiple angles
6. PRESERVE ALL EVIDENCE:
   • DO NOT discard box, packaging materials, or broken pieces
   • DO NOT attempt repairs
   • DO NOT install or place statue outdoors
   • Keep everything exactly as received until claim is resolved

8.3 Damaged Shipments - Reporting Requirements

TIME-SENSITIVE: Damage claims for fragile cement statuary must be reported within 72 hours of delivery. After this period, claims will be automatically denied.

Required Documentation:

• Order number
• Tracking number
• Photos of shipping box exterior (all sides, showing damage)
• Photo of shipping label
• Photos showing packaging materials and how item was packed
• Multiple photos of damaged statue from different angles
• Close-up photos of all cracks, chips, or breaks
• Delivery receipt showing any damage notations

Contact Information: Email all documentation to [INSERT EMAIL] with subject line "DAMAGE CLAIM - Order #[YOUR ORDER NUMBER]"

8.4 Concealed Damage

IMPORTANT: Given the fragile nature of cement statuary, concealed damage (damage not visible from the exterior of the shipping box) is common. However, this does NOT extend the inspection deadline.

Concealed damage discovered after the carrier has left must still be reported within 72 hours of delivery. Claims submitted after this period will not be accepted. You must:

• Retain ALL original packaging materials, boxes, and broken pieces
• Provide comprehensive photographs as outlined in Section 8.2
• Not use, install, or place the damaged statue outdoors
• Not attempt any repairs or modifications
• Not move the statue unnecessarily (keep in a safe location)

WARNING: Installing, using, or placing a damaged statue outdoors before claim approval will void all damage claims and warranty coverage.

8.5 Packaging Standards for Fragile Items

We take extensive precautions to protect fragile cement statuary during shipping:

• Heavy-duty double-walled corrugated boxes
• Multiple layers of bubble wrap and foam padding
• Custom foam inserts for irregular shapes
• Reinforced corners and edges
• Clear "FRAGILE" and "HEAVY" markings on all sides
• Handling instructions for carriers

Despite these measures, the inherent brittleness of cement means breakage can still occur from impact, vibration, or improper handling during transit.

9. LOST OR STOLEN PACKAGES

9.1 Lost Packages

If tracking shows your package as delivered but you did not receive it:

1. Check with neighbors or household members
2. Look around your property (porches, garages, side doors)
3. Contact the carrier directly
4. Wait 48 hours for carrier investigation
5. Contact us if package remains unlocated after 48 hours

9.2 Stolen Packages

IMPORTANT: Once a carrier confirms delivery, we are not responsible for stolen packages. We recommend:

• Requiring signature for delivery
• Using a secure delivery location
• Installing security cameras
• Filing a police report for stolen items
• Contacting your homeowner's or renter's insurance

9.3 Claims Process

We will cooperate with carrier investigations for lost or stolen packages, but we cannot guarantee replacement or refund for packages confirmed delivered by the carrier.

10. UNDELIVERABLE PACKAGES

10.1 Return to Sender

Packages may be returned to us if:

• Address is incorrect or incomplete
• Customer was unavailable after multiple delivery attempts
• Package was refused
• Delivery location was inaccessible

10.2 Reshipment Fees

If your package is returned to us, reshipment requires:

• Payment of new shipping charges
• Verification of correct address
• Processing time of 3-5 business days

10.3 Unclaimed Packages

Packages held at carrier facilities must be claimed within the carrier's specified timeframe (typically 5-10 days). Unclaimed packages will be returned to us, and reshipment fees will apply.

11. BACKORDERS AND OUT-OF-STOCK ITEMS

11.1 Partial Shipments

If part of your order is out of stock, we may ship available items immediately and backorder remaining items. You will be notified of:

• Items being backordered
• Estimated restock date
• Option to cancel backordered items

11.2 Backorder Shipping

Backordered items will ship separately when available. You will not be charged additional shipping fees for backorder shipments unless you request expedited shipping.

11.3 Extended Backorders

If a backordered item is unavailable for more than 60 days, we will notify you and offer:

• Full refund for the unavailable item
• Substitution with a comparable product (if available)
• Store credit for future purchase

12. MULTIPLE SHIPMENTS

Large orders or orders containing items from different warehouses may ship in multiple packages. Each package will have its own tracking number. You will not be charged additional shipping fees for multi-package orders (unless items are backordered).

13. ADDRESS CHANGES

13.1 Before Shipment

Address changes requested before shipment may be accommodated if the order has not yet been processed. Contact customer service immediately at [INSERT EMAIL].

13.2 After Shipment

Address changes after shipment are handled by the carrier and may incur additional fees. Contact the carrier directly using your tracking number. We cannot guarantee successful address changes after shipment.

13.3 Address Correction Fees

If the carrier applies address correction fees due to incorrect address information provided by you, these fees will be your responsibility.

14. SHIPPING INSURANCE

14.1 Standard Coverage

All shipments include carrier liability coverage up to the declared value. This coverage protects against loss or damage during transit.

14.2 Additional Insurance

For high-value orders (over $1,000), we may require or recommend additional shipping insurance, which will be added to your shipping cost at checkout.

14.3 Filing Claims

We will assist with filing insurance claims for lost or damaged shipments. Claims must be initiated within 30 days of delivery date (or expected delivery date for lost packages).

15. TAXES AND DUTIES

15.1 Sales Tax

Sales tax is calculated and collected at checkout based on the shipping address and applicable state and local tax rates.

15.2 International Orders

As we do not currently ship internationally, customs duties and import taxes do not apply.

16. LIMITATIONS OF LIABILITY

16.1 Carrier Performance

We are not liable for carrier delays, errors, or failures beyond our reasonable control. Our responsibility ends upon delivery to the carrier.

16.2 Maximum Liability

Our maximum liability for any shipping-related claim shall not exceed the purchase price of the affected item(s) plus original shipping charges (if applicable).

16.3 Consequential Damages

We are not liable for consequential, incidental, special, or punitive damages resulting from shipping delays or delivery issues, including but not limited to:

• Lost revenue or profits
• Project delays
• Installation costs
• Missed events or deadlines
• Emotional distress

17. FORCE MAJEURE

We shall not be liable for delays or failures in shipment or delivery caused by events beyond our reasonable control, including:

• Acts of God (earthquakes, floods, fires, hurricanes)
• War, terrorism, or civil unrest
• Pandemics or public health emergencies
• Government actions or regulations
• Strikes or labor disputes
• Supply chain disruptions
• Carrier operational failures

18. MODIFICATIONS TO POLICY

We reserve the right to modify this Shipping Policy at any time. Changes will be effective immediately upon posting. The Policy in effect at the time of your order placement governs that specific order.

19. CONTACT INFORMATION

For shipping questions, tracking assistance, or to report delivery issues, please contact us:

Stellar Merit Statuary
Shipping Department
Email: [INSERT SHIPPING EMAIL]
Phone: [INSERT PHONE NUMBER]
Hours: Monday-Friday, 9:00 AM - 5:00 PM EST

Response Time: We will respond to shipping inquiries within 1-2 business days.

20. ACKNOWLEDGMENT

BY PLACING AN ORDER, YOU ACKNOWLEDGE THAT YOU HAVE READ, UNDERSTOOD, AND AGREE TO BE BOUND BY THIS SHIPPING POLICY.