Please read below for all details related to shipping, returns, refunds, exchanges, and other useful information. Please contact us at email@example.com if you have any questions.
Shipping & Policies
Domestic & International Shipping
We offer carrier calculated shipping in the United States via FedEx Ground (and USPS for small packages) which requires 1-4 business days to ship from Minneapolis, MN. For shipping to Alaska, Hawaii, and Puerto Rico, additional shipping charges and extended delivery times apply.
International Shipping - Canada and Outside North America
We offer carrier calculated shipping in Canada via FedEx International Ground. We also offer carrier calculated shipping outside North America via FedEx International Economy. If your country is not available during checkout, please contact us to determine if we are able to ship to your country and to obtain a quote. Incoterms are "Carriage Paid To", and customs fees, import duties, and taxes are not included and are billed to the recipient.
We do not require that a signature be obtained for most shipments. We do offer the option to add an "indirect signature" requirement at the bottom of the cart page if you prefer someone sign for the package or if you are shipping to an unsecure location. Once a signature requirement is added to the shipment, it is not possible to remove the requirement. If you are not able to be present for the delivery, you can still have the package held at a FedEx location for pickup, or in some circumstances, may be able to sign a door tag. If you need a delivery shipped on a specific date, please contact us and we are happy to ship on the date you prefer.
Large Orders and Freight Shipments
For larger orders, multiple items may be placed in the same package to reduce the number of packages and reduce your shipping price. Please contact us if you prefer that items are individually packaged or if you'd like a sidemark added to help identify the contents. We ship most of our packages individually and not on a pallet. If you prefer your packages be palletized, please contact us for a freight quote and tell us if you have a delivery dock at your destination (as couriers charge an additional lift gate fee if there is not a dock). If you have a courier, we are happy to ship via your own courier. For any questions, please contact us at firstname.lastname@example.org.
If you need an order shipped more quickly, please contact us at email@example.com and we are happy to help you obtain quotes from FedEx. Note that expedited shipping costs are often high and typically only reduce shipping time 1-3 days. We offer an expedited manufacturing option at the bottom of the cart page for an additional 20% of the item total which can save substantially more time by significantly reducing our lead time. This is typically a better value for most customers, but if you still need an order faster, you may both purchase expedited manufacturing and request a quote for expedited shipping.
Incorrect Address or Address Change
Please ensure the shipping address is correct when placing an order. We are not responsible for lost or misdelivered packages or costs associated with an incorrectly provided address. If it is necessary to change an address, in every case FedEx will charge us a change address fee and, if the new address is not near the incorrect address, FedEx will charge us also for the additional redelivery cost.
If you request we contact FedEx on your behalf to request the change, then we will send an invoice to you to pay the additional costs at the time of the change. If you make the change on your own and FedEx bills us separately, we will send you an invoice for that amount so that we break even. While the invoice will be charged by us, ultimately, we send the full amount to FedEx on your behalf. We very much appreciate your understanding that while we do our best to assume costs for any of our own mistakes, we are not able to assume the cost for mistakes outside our control.
Lost, Stolen, and Misdelivered Packages
If there is no signature requirement, FedEx will determine at their own discretion if an area is secure to leave a package. If there is a signature requirement, they will attempt to obtain a signature from someone at the address or nearby. If they aren't able to obtain the signature, they may leave a door tag with further instructions. Check your tracking info for details on the latest delivery attempts.
If a package is marked as "delivered" but cannot be located, it is likely the package is nearby or may still be on a delivery truck and is not yet lost. Typically the package will be delivered the next day. If the package still cannot be found, it is your responsibility to contact FedEx and request a "trace" to locate the package(s). In order to be considered for a replacement or refund, you must request a trace to confirm the package is lost, and all traces must be made within 7 days of delivery. Outside this window, we are no longer able to file a loss claim with FedEx to recover the cost of the lost or stolen item.
Failure to Receive Delivery
If you are not able to receive a package, please call 1-800-GOFEDEX or sign up at www.fedex.com/delivery to see what delivery options are available. FedEx will attempt to deliver a package at least 3 times, but if the package is undeliverable (e.g. no signature can be obtained, wrong address, etc.) then FedEx will hold the package at a local facility for a short time before they return the package to us. When this happens, FedEx charges us a 2nd time to return the package. We are not responsible for costs related to items returned due to failure to receive delivery.
If this happens, we will contact you to arrange delivery again. If you would like to have the package reshipped, we will email an invoice for the cost FedEx charged to return to sender in addition to the cost to ship it again. Alternatively, if you no longer want the package, then a refund will be issued minus 30% restocking fee to cover all lost shipping and packaging costs. We must receive a response from you within 30 days of an item being sent back to us in order to have the item shipped again or to receive a refund.
We do our best to package our products well, using high quality cardboard, dunnage, and sufficient space. If your package or its contents are damaged during shipping, please contact us ASAP at firstname.lastname@example.org 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 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.
30-Day Return Policy
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.
Plug-in fixtures, corded pendants, or customized fixtures are not eligible for returns. For large orders of 10 or more fixtures, we do not accept returns because a large amount of specifically customized fixtures can be difficult to resell. If you plan to place a large order, please consider first placing a smaller quantity order or consider ordering finish or color samples to ensure the fixtures are suitable for your project.
Submit Return Request
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 or similar packaging only and should be packaged carefully to prevent damage. You are responsible for the cost of the return shipment + a 20% restocking fee. To request a return, please follow link below.
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.
We do not offer fixture exchanges. All new fixtures or replacements must be ordered new, and the originals must be returned in accordance with our return policy. If the item(s) are eligible for return, please follow the instructions at the tab above, "Submit Return Request", and any refund will be issued in accordance with our return policy once the items are received.
Order Changes and Quotes
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.
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.
2-Year Warranty (as of 2/01/2020 & applicable in the United States and Canada only)
During the warranty period, Dutton Brown Design, LLC, warrants to the purchaser of any luminaire or hardware product obtained from Dutton Brown that it will repair or replace any items except for circumstances where the fixture is found to be abused, misused, modified, or incorrectly installed.
Warranty coverage does not apply to resold accessories such as bulbs (which maintain their own manufacturer warranty). The 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. Warranty coverage does not transfer from the original purchaser in the event an item is resold.
To be eligible for a warranty repair or replacement, a receipt or means of verifying the original purchase must be provided. If any questions arise about or if service is required under this warranty, the purchaser may contact Dutton Brown by calling 1-612-789-0530 or by email at email@example.com.
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.