Please read below for all details related shipping, returns, refunds, exchanges, and other useful information. Please contact us at firstname.lastname@example.org if you have any questions.
Packages are sent via FedEx Ground delivery which typically requires 1-4 business days for delivery from Minneapolis, MN.
We currently do not offer our fixtures for sale outside the US.
Signature Required Shipping
Due to the high value of each shipment, we pay an additional fee to FedEx which requires that a signature be obtained by FedEx for each shipment in order to prevent the packages from being lost/stolen if they are left in an unsecure location. 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.
Once a package is shipped with the signature requirement, it is not possible to remove that requirement. The only remaining options are to have the package held for pickup at a local FedEx facility, or you can contact us to arrange to have the address changed.
Change of Address
If your package is being sent to the wrong address or you need to change the address, please contact us to change the delivery address. There is a $25 fee, as we are charged by FedEx a fee to change the address. This only applies if the address is in the same delivery area as the original. If the package must be sent to another city, a quote must be obtained to ship the fixture to another city as FedEx will charge us again to ship the package. Whatever the case, we will send an invoice to you to pay to have the address changed.
Customizing Your Delivery
If you aren't able to receive or sign for a shipment, please visit www.fedex.com/delivery for additional delivery options. You should be able to customize delivery times or have a package held at a location for pickup. Alternatively, you can call 1-800-GOFEDEX with your tracking number to make other arrangements. Once a shipment is sent with a signature requirement, we are not able to remove the requirement.
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.
To be eligible for a return, your item must be unused and in the same condition that you received it. Please contact us before returning the item, and we will issue a return merchandise authorization (RMA) number to affix to your package. The item must then be shipped back to us in original or similar packaging so that the fixture is received undamaged. You are responsible for the cost of the return shipment + a 15% restocking fee. Expedite fees are 100% non-refundable. Returns should be sent to:
Dutton Brown Design
575 9th St SE, Suite 80
Minneapolis, MN 55414
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.
All order cancellations made within 5 calendar days may receive a full refund. After 5 calendar days, it is likely we've already ordered the parts specific to your order. Often, we won't have another client for those parts, so we charge a 10% cancellation fee (of the total item price) to cover incurred expenses.
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 15%. Shipping is 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 + 15% 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 the 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 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
If you receive your chandelier and it was damaged in shipping, please contact us ASAP. Please also send clear pictures of both the damaged fixture and any damaged packaging. We will send you a return address label to send the package back to us, and we will begin the process of machining a new fixture. We will then file a damage claim with FedEx on your behalf. You will not be responsible for the return shipping cost or for the the shipping cost for the replacement.
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.
1-Year Warranty (as of 2/01/2016)
We offer a 1 year warranty for the fixture to be free of physical defects in material and workmanship. If such defects are found, we will replace the fixture except for circumstances where the fixture is found to be abused, misused, modified, or incorrectly installed.
Options for Customization
Finish - For our urchin chandeliers, we offer finishes that include gold, silver, copper and black. For our Sputnik chandeliers, we offer a variety of paint colors. Please contact us if you're looking for a custom color. NOTE: All customized orders involving altering size or finish not shown online are non-refundable as we will not likely be able to sell custom sizes/finishes to another customer.
Dutton Brown Design INC 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. Please be sure to check the individual product listing if it is necessary your fixture be UL Listed.