Shipping & Policies

Please read below for all details related to shipping, returns, refunds, exchanges, and other useful information. Please contact us at support@duttonbrown.com if you have any questions.

Shipping

General Info

United States/Canada
We offer carrier calculated shipping to the United States and 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.

International
We do offer products for sale internationally; however FedEx international shipping costs can be high. If the quoted price on our site is acceptable, then we will ship using the option you choose. Please ensure the shipping address is correct as we are not responsible for items shipped to an incorrect address. For larger orders or fixtures, please contact us if you'd like to have a freight quote. If you have a courier, we are happy to ship via your own courier. For any questions, please contact us at support@duttonbrown.com.

Signature Required
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.

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 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 within 30 days of an item being sent back to us in order to have the item shipped again or to receive a refund.

Damaged Items

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 support@duttonbrown.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.

Returns

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
Phone: 612-789-0530

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.

Refunds

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.

Exchanges

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

Order Changes

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.

Order Cancellations

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.

 

ADDITIONAL INFORMATION

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.

Lamp Repair
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.

UL Certification
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.