RETURN POLICY
We accept returns within 30 days of delivery minus a 20% restocking fee. Product must be unopened and in original packaging. Customer is to pay shipping through FedEx, no other carrier.
Keep tabs on the tracking number and feel free to notify us of its arrival for a quicker resolution. If these instructions are not followed, you may be charged extra on shipping from your total return on top of the 20% restocking fee. Any orders being returned that do not fall under those exact guidelines will be refused and no refund will be given. Countertop Epoxy has up to 30 - 90 days to process your refund. Refunds can take 7-10 business days to reflect on your account after it has been approved and processed by a representative.
If you are able to follow these guidelines and agree to the listed conditions, you may send your return to Counter Top Epoxy:
CANCELLING AN ORDER
Most orders ship within 1-2 business days. However, there is an exception when it comes to ongoing sales, large orders, or the occasional restock as we do make all of our epoxies in fresh smaller batches!
Due to this you must CALL the office to speak with a representative to help ensure your requests are handled immediately!
Emails can take 3-5 business days to respond to and voicemails are checked once a day.
Shipping information is automatically sent to the email address associated with your order.
Once tracking has been assigned, we will likely not be able to cancel the order. Carriers tell us that they cannot guarantee a reroute if the order has already been assigned shipping information. Due to this the package will need to complete its route. If the package still arrives to its original location and you still want to return your package, please follow instructions in accordance with the return policy.
Refusal of a package will result in a 20% restocking fee.
DELAYED, LOST, OR DAMAGED PACKAGES
Delayed - Keep tabs on your order as we do not monitor all packages en route to its final destination.
If tracking shows any sort of extended delay or inspection - CALL the carrier to inquire since we are no longer in possession of the package.
From there, you can of course reach out to us if there is any other questions or concerns.
Lost packages or packages damaged and never received - MUST be reported to a representative within 30 days of packaging, otherwise the opportunity for a claim and replacement has been lost.
This is another reason why we encourage that you keep tabs on your order.
Received damaged packages - If you have received damaged products, we MUST receive photos of those damages within 30 days of packaging, otherwise the opportunity for a claim and replacement has been lost.
Please email them to: info@countertopepoxy.com
Include your shipping number along with was exactly was damaged since sometimes it is hard to see all the contents. Please be advised, just because there is a small leak, that does not render the products unusable.
Instead of shipping back products for a replacement, we're happy to see what other options there are so that we don't further postpone your projects!
SHIPPING AND HANDLING
Most orders ship within 1-2 business days. However, there is an exception when it comes to ongoing sales, large orders, or the occasional restock as we do make all of our epoxies in fresh smaller batches!
Overnight deliveries are possible and refundable if there is a failure by the carrier to deliver on time. Other expedited options are available but are not refundable per the carrier policy.
Please note, one item can hold back the bulk of an order from shipping out.
Additionally, some products are manufactured elsewhere in the country and will require separate shipping followed by another email with its own tracking information.
Feel free to call the office in regards to your order specifically!
- Free Shipping - Sometimes we run specials where the continental 48 states receive free shipping for orders over $500, however, much larger palletized orders are not eligible and must be paid.
- Larger Orders - Orders over $1000 in product value will have a signature required. This means you will need to be present upon delivery so pay attention to your tracking. The carriers will leave a note on your door if you are not home. Please co-orindate with them to be available upon their follow up delivery attempts or contact them to discuss other options. If the order gets shipped back to you, the customer will be required to pay for reshipping the products out.
- Automatic emails - Invoices & tracking are sent automatically to the email address associated with the order.
- International Orders - We will only ship internationally for orders over $1000 USD + shipping. Please note transit may take on average 2 weeks.
Customs & import taxes are the customers responsibility - we are unable to predict these expenses and are not liable. - Shipping Cost - Everything is based on weight and distance.
- Expedited - We make our product in fresh batches! Due to this we normally cannot expedite your shipment, however you can always inquire on expedited shipping rates.
CONTACT US:
Feel free to reach out to us at 970.639.9338 as we are open Monday through Friday from 8am - 5pm MST.
Most emails are responded to within 2-3 business days: info@countertopepoxy.com