To return any merchandise, you must request an RMA – “Return Merchandise Authorization” [within 30 days from the date order is received],from our return department with your order number and provide item(s) you wish to return.
There are some conditions, exceptions and acknowledgements you should know beforehand so please read carefully to protect your rights.
- Merchandise must not be installed and must in 100% resalable new condition
- You have obtained a RMA number (Return Merchandise Authorization) from our return department before shipping back the merchandise
- Customer pays return shipping costs back to Kingston Brass’s Warehouse
- All Returns are subject to a 25% restocking fee, based on the value of the returned merchandise
- Products purchased over 30 days are not returnable or exchangeable.
- NO RETURNS ON glass, ceramic, porcelain, including toilets, sinks, bath tubs, consoles and vanities
- NO RETURNS TO COUNTRIES OUTSIDE OF THE US (Defective units will be serviced for replacement parts)
You will not be charged for re-stocking fee if
- We shipped the incorrect item(s) to you. Merchandise you received is not what you originally ordered
- Merchandise has a flaw (not caused by shipping) or defect (must claim within 30 days). If it is damaged through shipping, please have your order/tracking number ready and contact the online department ASAP for further assistance
If this is happening to you, please call our toll free 1-877-252-7277 for customer service representative to request an RMA and you will be instructed how to proceed the return. Usually, You will be asked to place another order as a replacement and we will reimburse the amount after the returned merchandise has been inspected by our RMA Department. If you made an invalid claim, no refunds will be given.
There are some merchandises that are just too delicate or bulky for us to accept as are turn. For this reason, they are sold as “Non-returnable merchandises” or “All Sales Final” so please make sure they will work for your improvement project before purchasing. If you are not sure, we offer free technical support to help you make the best decision, simply call our toll free 1-877-252-7277. (Common non-returnable products are: glass, ceramic, porcelain, such as toilets, sinks…etc. Bulky products such as: bath tubs, vanities…etc.)
International orders or orders made from or shipping outside the USA are non-returnable.
- Buyer must obtain RMA number, follow the return instruction and pay to ship the merchandise back to our warehouse at your own cost. Return without RMA number will not be processed
- Buyer agrees to pay a 25% restocking fee per item in your order. This charge may be made in advance or deducted from your credit
- All returned items must be in original packaging, show no sign of physical damage or parts shortage. This may affect the amount credited on your return
- All refunds will be credited back to its original payment method. Refunds are generally issued within 5-7 business days after receipt of the returned products. No refunds or exchanges will be processed before receiving your returned products
Normal order processing can take between 1-3 business days (Monday – Friday).
Standard Ground: 5-7 business days after order processing
*Orders delivered within the 48 contiguous states should arrive in 5 – 7 business days depending on delivery location.
*Orders shipped to Alaska and Hawaii will take an additional 2 – 5 days for delivery and are subject to an additional $15 delivery fee. Alaska and Hawaii are excluded from free shipping promotions.
2-3 Day Express: 2-4 business days after order processing
*2-3 days express delivery dates do not have guaranteed delivery times. Signatures may be required upon delivery. Drivers will not leave packages without signatures, so you must arrange for someone to receive the package and sign for it. You may want to use a business shipping address to ensure that someone will be available to sign for the package.
*Transit days for ground shipments and 2-3-day express are business days and do not include weekends or holidays.
Most internet orders placed before 11:00 am Pacific Standard Time (PST) Monday thru Friday will be processed and confirmed the same day.
*Please note, orders placed after 11:00 am Pacific Standard Time (PST) Monday thru Friday, may not be processed and confirmed until the following business day. Orders placed after 11:00 am Friday generally will be processed and confirmed on the following Monday.Holidays, Saturdays and Sundays are not business days. We observe all federal holidays.
Orders placed on Saturday or Sunday will be processed and confirmed on Monday.
Order acknowledgment,confirmation of product availability, and shipping tracking information will be provided to you via email after your order is processed.
Order acceptance occurs only when your order has been shipped. We will notify you by email when that has occurred.
Large, over-sized, multi-boxed items may incur additional shipping charges. You will be notified of additional shipping charges prior to final processing and shipping and have an opportunity to cancel or change your order if you are not satisfied with any additional charges.
Orders are shipped via FedEx and DHL. A physical address is required for shipment. We cannot ship to P.O. Boxes.
We verify all credit cards before shipping. In some cases, this may delay stated delivery dates.
All international shipping will be carried by DHL international. Shipping charges will be live quoted by our system using DHL live quote service.
ADDITIONAL SHIPPING AND HANDLING CHARGES
Expedited same day shipping must be submitted before 12:00 pm PST. $15 handling charge will be applied for orders requested for same day shipping.
Over-sized or bulky items may incur additional shipping and handling charges. Those charges will be stated on the product page and will be added once the item is placed in your shopping cart.
Once your item(s) is in the shopping cart, all associated shipping and handling charges will be displayed. Once you click “Check Out Now”, you will not be charged any further charges.
Shipping to AK, HI,PO, AA, AE ,AP and international shipping are excluded from any shipping promotions.