HOURS OF OPERATION
Customer service email support is available at hello@stonewoodstudio.com, Monday thru Friday from 10am - 5pm AZ MT.
PLACING YOUR ORDER
Our website is open 24 hours a day, 7 days a week for ordering convenience.
PAYMENT
We accept Credit Cards, Google Pay, Apple Pay and Pay In 4 with Shop Pay. Klarna and Zip (formerly Quad Pay) can also be used with a ghost card.
In the event an item is out of stock, we will issue a refund.
SUBSCRIPTION BOX POLICY
"Stone Wood Studio" provides a subscription service. By subscribing to our service, you have confirmed that you accept our Terms of Service. Your membership will automatically renew on a recurring basis at which time your credit card will be charged automatically for the subscription products, including applicable shipping and handling fees until you cancel your membership. You may cancel your membership at anytime by logging in to your account, selecting Subscriptions, then clicking cancel next to the item.
ORDER PROCESSING
Made To Order: Any made to order products will have a posted turn around time on the listing.
Ready to Ship: Please allow 1-3 business days for all ready to ship items.
Subscription Boxes: Will begin shipping on the 15th of each month
Shipping time depends on USPS, UPS and FedEx. Please email us to upgrade to an expedited form of shipping if you require faster delivery. Order processing does not include the time it takes to ship your order. It is the time it takes for us to make your order.
PLEASE NOTE: If we have posted notice that we are out of town for a trade show, your order will not be worked on until we arrive back from our trip. The processing time will start on the first day back, not from when the order was placed.
COMBINING ORDERS
Due to the volume of our orders and vendor show schedule, we are unable to hold and combine orders to ship in one package.
PRODUCT PROOFS
If your personalized item requires proof approval, it will be stated in the product description. Two revisions are included. Additional revisions are $5 each. Order processing will start once proof is approved. Please check your spam folder for your proof approval. Emails are sent within 1-2 business days from ordering. If we do not receive proof approval back by the deadline posted in your proof email, we will proceed with production of your order. No changes or corrections can be made at that time.
Please review your product proof carefully. Once proofs are approved there can no longer be changes. There are no refunds, exchanges or cancellations on custom and personalized made to order items. Any messages including misspelled names and incorrect shipping addresses due to the client's error will not be refunded once shipped. Replacements can be purchased for full price.
ORDER CHANGES/CANCELLATIONS
We understand adjustments sometimes need to be made to your order. Please contact us as soon as possible to see if changes can be made. There are no changes or order cancellations on made to order or personalized items as production begins shortly after the order is received. Please be aware that additional charges may apply to the requested changes. Any messages including misspelled names and incorrect shipping addresses due to the client's error will not be refunded once shipped. Replacements can be purchased for full price.
SHIPPING
Please visit our Shipping & Handling page for further information.
SHIPPING ADDRESS
We only ship to the address the customer enters in the cart on check out. If there is an error to your address, your order will be canceled and refunded. Once your refund is complete, please repurchase your order with the CORRECTED address. We are unable to manually change your address. Incorrect shipping addresses due to the client's error will not be refunded once shipped. Replacements can be purchased for full price.
RETURNED PACKAGES
We are not responsible if a package is shipped back to us for an incorrect or undeliverable address. Once the package is received back, we will invoice you for shipping and reship your order. Orders that previously received free or discounted shipping, will not receive free or discounted shipping to reship the returned package.
REFUND POLICY
All sales are final. No refunds, exchanges, returns or cancellations. Returns for a refund are available if you purchase Seel Return Assurance.
You can purchase Seel Return Assurance at checkout if you want the option to return and receive a refund. If you choose to opt out of Seel Return Assurance, your order is final sale. You can learn more about Seel Return Assurance HERE. Seel return Assurance is available to US residents only.
WEBSITE PRICING
Our website is built and maintained solely by us. Human errors can occur on occasion. In the event there is a pricing error, we are not obligated to honor the error. The error will be canceled and refunded if applicable.
SALES
We cannot honor sale prices on orders placed prior to a sale or coupon we post.
COUPON CODES
Only one coupon code or discount is allowed per order. Our shopping cart does not calculate stacked discounts.
ORDER ERRORS
Please contact us within 48 hours of receipt for order errors or missing product.
DAMAGES
If you receive a damaged product please contact us within 48 hours of receipt. Please include your full name, order number, details of the damage and photographic proof of the damaged product and packaging. You must keep all packaging until the delivery service instructs us what to do about your claim. USPS, UPS and FedEx REQUIRES the seller to have the packaging and damaged item inspected at a local post office for ALL insurance claims submitted by the buyer.
Damage Exclusions
We are a small batch handmade manufacturer. Our soy wax candles are hand poured in small batches. There may be a slightly uneven or bumpy texture to the top of the wax, there may be "wet spots" and "frosting" to the candles. Different fragrances have darker yellow and even brown colors, which can darken the color of the wax from a creamy off white to a creamy white and tan color. Soy wax also can have a "mushroom" appearance to the wax after burning. This is completely normal for natural wax candles and there will be no refunds for this normal occurring use of candles.
Our signs are handmade using a natural wood product. Each piece of wood is different. Your frame and backer are hand cut and might have different shading in the wood grain, knots or a plug might be visible thru the stain or paint. We do our best to minimize these naturally occurring differences on your sign, but we cannot guarantee these color differences, knots or plugs will not be present on your sign or show thru the stain or paint. This is not a flaw or defect in the sign. It simply shows the natural beauty and characteristics of the wood.
Due to lighting and screen settings, colors in person may look slightly different than how they look in pictures.
No refunds are available for these product differences.
SHIPPING & PACKAGE DELIVERY ISSUES
If your package happens to be lost or stolen here is what you should do:
Lost: If the tracking on your order hasn't updated for 10 business days or more after it's been accepted by the USPS or FedEx, please email us with your order number. We will put a trace on the package. If the trace doesn't find your package, we will file an insurance claim with our shipping company for a refund. We will reship your exact order to you, order refunds are not available for lost packages. In the event an item is discontinued, we will issue a refund for that item only if you would not like a substitution. Made to order items will be remade and shipped according to their posted turn around time.
Missing/Stolen Orders: If the tracking on your order shows delivered but you did not receive your order, you must contact your local USPS or FedEx with your tracking number. They will be able to put a GPS trace on your package to see exactly where it was delivered. Once the GPS trace is completed and if USPS/Fed Ex shows they misdelivered your package, they will go back and attempt to retrieve the package with a call tag. If retrieval is successful they will redeliver.
If unsuccessful, please send us that document so we can file an insurance claim. We will reship your exact order to you, order refunds are not available for lost packages. In the event an item is discontinued, we will issue a refund for that item only if you would not like a substitution. Made to order items will be remade and shipped according to their posted turn around time.
If the trace shows your package was indeed delivered to your shipping address provided, please file a police report for your stolen package. Since your order shows delivered, we are unable to file an insurance claim or offer a refund or replacement for stolen packages.
Misdelivered Orders: We only ship to the address the customer enters in the cart on check out and in Paypal. If a package is shown delivered but the customer made an error with their address, please contact us. The package should be returned to sender. Once received we will invoice for shipping to reship your order. If you received free shipping on your order, you will be invoiced according to your package size and insurance. Refunds and replacements are not available for return to sender orders.
If the customer refuses to pay to reship their order within 3 business days, the order will be refunded in store credit only, less original shipping charges and a 20% restocking fee. There will be no refund issued for items not eligible for refunds (all wax products, home fragrance products, personal body fragrances, made to order, custom and personalized items, etc). Those items will be destroyed.
INTERNATIONAL ORDERS
DUE TO COVID 19, INTERNATIONAL SHIPPING INCLUDING APO/FPO IS DISABLED. Updated 4/1/2020.
We current ship to all 50 states in the USA, APO/FPO addresses world wide, Canada and most other countries in the world. Real time shipping charges are calculated in the shopping cart. Please be aware that international shipments are subject to customs clearance fees which can include but is not limited to additional clearance fees, broker fee, duty, local taxes, country tax, VAT, etc. Illume + Co is not responsible for any additional fees (postage, customs or otherwise) your order may incur. Please educate yourself on the import laws that pertain to your country prior to purchase. Refunds are not available if you refuse your package and it is returned to us, as that is an unauthorized return.
PACKAGE REFUSAL/RETURN TO SENDER
Due to the nature of our products, we are unable to accept refused packages or packages marked "return to sender" for a forced refund. If we receive your package back because it was refused for any reason such as refusal to pay custom's fees, marked undeliverable as addressed, moved with no forwarding, return to sender, etc, we will contact the email on your order with a Paypal invoice to reship your order.
We only ship to the address the customer enters in the cart on check out. If a package is shown delivered but the customer made an error with their address, please contact us. The package should be returned to sender. Once received we will invoice for shipping to reship your order. Refunds are not available for return to sender orders. If the customer refuses to pay to reship their order within 3 business days, the order will be refunded in store credit only, less original shipping charges and a 20% restocking fee. There will be no refund issued for items not eligible for refunds (all wax products, home fragrance products, personal body fragrances, made to order, custom and personalized items, etc). Those items will be destroyed.
