Shipping & Policies
Please read below for all details related to shipping, returns, refunds, exchanges, and other useful information. Please contact us at firstname.lastname@example.org if you have any questions.
We offer flat rate shipping to the contiguous 48 United States and carrier calculated shipping to Canada via FedEx. Duties/fees are not included as part of our shipping charge and will be billed to recipient. Delivery typically requires 1-4 business days from Minneapolis, Minnesota USA. For shipping to Alaska, Hawaii, and Puerto Rico, additional shipping charges and extended delivery times apply.
We offer all UL Listed products for sale internationally; however additional shipping fees do apply. For orders outside the US/Canada, please contact us first to discuss shipping options. We are able to obtain quotes from FedEx; however, the price for a small order is typically high. For larger orders, we are able to obtain freight quotes which are more competitively priced. If you have a courier already, we are happy to ship via your own courier. If you do not have a courier, we recommend using a service such as www.myus.com to coordinate international shipping affordably.
Due to the high value of each shipment, we pay an additional fee to FedEx which requires that a signature be obtained for each package to prevent them from being lost/stolen. Please let us know if you would like to have the signature requirement removed. Also, we are happy to change shipping dates to accommodate when you will be available to take delivery of the shipment if you contact us ahead of time.
RETURNS & REFUNDS
Our policy lasts 30 days. If 30 days have passed since delivery of your purchase, we do not offer a refund. The delivery date is determined from the tracking information that accompanies each shipment. Please try to ensure measurements are appropriate for your space prior to purchase.
To be eligible for a return, your item(s) must be unused (no cut wires) and in the same condition that you received it. Returns must also be shipped back in original packaging only and should be packaged carefully to prevent damage. When you are ready to return the item, contact us and we will issue a return merchandise authorization (RMA) number to affix to your package. You are responsible for the cost of the return shipment + a 20% restocking fee. Returns should be sent to:
Dutton Brown Design, Returns
2323 Snelling Avenue
Minneapolis, MN 55404
The fixture must be shipped within 14 days of receipt of RMA number. After 14 days, the return will not be accepted and no refund will be issued. If customer ships after this window anyway and would like fixture returned to them, shipping will be at customer's expense. Please consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item, and the item must be received to obtain the refund. Any lost or damaged items received by us and sent by customer will be customer's responsibility to file loss or damage claims with their chosen courier.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If the item and all parts are found to be in their original condition, then your refund will be processed, and a refund will be issued to your original method of payment for the fixture price minus 20%. Shipping and expedite fees are 100% non-refundable.
If you'd like to exchange a fixture, our policy is the same as the above for a return. You are responsible for the cost of the return shipping + 20% restocking fee. If the fixture costs more, a custom order listing will be made for you to pay the difference. If the fixture costs less, a partial refund will be issued to you once we receive the returned fixture. Further, we will not begin the process of machining a new fixture until we have received notice from you via tracking info that the original is being returned. Also, the new fixture lead time will be the same as lead time quoted for that fixture though we will work to get the new fixture to you ASAP.
Failure to Receive Delivery
If you are unable to receive delivery after multiple attempts to deliver, the fixture will likely be sent to a nearby FedEx location. To obtain your fixture, just call 1.800.GOFEDEX and provide the tracking number to arrange for delivery or pickup. After an amount of time and several unsuccessful delivery attempts, FedEx will send the package back to us. If this happens, you will need to contact us in order to make arrangements to have the fixture shipped again or to request a partial refund.
If you prefer to have the fixture shipped again, we will create a custom listing for purchase that includes the cost to repackage the fixture, the cost to ship the fixture again, and the cost FedEx charged us to return to sender. If you prefer to no longer receive the item, then a refund of the item total cost minus a 25% restocking fee will be issued to you. Shipping charges will not be refunded for failure to receive a delivery as we are charged a 2nd time when the fixture is returned to us.
Items Damaged During Shipping
We do our best to package our fixtures well, using high quality cardboard, dunnage, and sufficient space. If you receive your purchase and it was damaged in shipping, please contact us ASAP at email@example.com and no later than 30 days after the package arrives. We must receive damage claims within 30 days or we will not be able to assume the cost of the damage. Please also send clear pictures of both the damaged fixture or parts and any damaged packaging. Please do not throw away the packaging before taking a picture as this will be required for us to file a claim with FedEx. For fixture damage, we will send you a return address label to send the package back to us, and we will send a replacement ASAP. For parts damage, we will send new parts.
CANCELLATIONS & ORDER CHANGES
Cancellations (before shipping)
All order cancellations made within 48 hours of order placement may receive a full refund. After 48 hours, we have already begun assembling your order. Often, we will not have another client for that specific item, so we charge a 10% cancellation fee (of the item total you paid) to cover incurred expenses. A refund will be issued back to you including the item total minus 10%. You will also receive back shipping costs.
Cancellations (after shipping)
If you receive a notification that your order has shipped, it means the order has already left our facility. If you decide to cancel an order after receiving notice, unfortunately, we aren't able to process a refund until you send the order back to us. Your order will be treated no longer as a cancellation but as a return and will be subject to a 20% restocking fee and shipping will not be refunded as we are obligated to pay the courier once an order ships from our facility. Please see above section for "Returns" for additional details.
All order changes made within 48 hours of order placement can be implemented free of charge. Changes to an order include finish changes, color changes, size changes, and fixture changes. After 48 hours, we have already begun assembling the order. Often, we will not have another client for that specific item, so we charge a 10% change order fee (of the item total you paid). Please let us know the item and quantity you'd like to change and how you'd like it to be changed, and we will send you a link to pay the 10% change order fee. Once the fee is paid, we will work to meet the original deadline for your order, but there may be a slight delay depending on order volumes and extent of the change. If you decide to change to a different fixture which costs more, we will send a link to pay the price difference plus 10% change fee. If the order costs less, depending on the extent, we will issue back a refund if the price difference exceeds the amount of the 10% change fee.
1-Year Warranty (as of 2/01/2016)
We offer a 1-year warranty for fixtures to be free of physical defects in material and workmanship. If such defects are found, we will repair or replace, at our own option, the fixture except for circumstances where the fixture is found to be abused, misused, modified, or incorrectly installed. Our warranty does not cover damage due to improper use of light bulbs or damage due to improper cleaning, maintenance, or improper installation in wet or corrosive environments.
Installation and Associated Costs
We are not responsible for installation costs or associated costs such as bulb purchases, renovation work, rewiring, etc. incurred either during installation or in the event of a return.
We charge a $50 minimum to perform any simple lamp repairs for previously sold products. If more extensive repairs are required, we will discuss the best path forward before performing a repair. You are responsible for making arrangements to deliver/pickup the fixture. We are not liable if the chandelier is found to be irreparable due to prior damage or negligence.
Dutton Brown is listed under the UL Online Certifications Directory under UL File number E486084. Each UL listed product we offer is designated "UL Listed" on the individual product listing.