Shipping & Handling

We ship all products from our warehouse in Elk Grove, California.

Handling Times

Shipping Locations & Restrictions

• We ship anywhere within the continental United States, as long as the product complies with your state’s regulations.
• Tubs and sinks are not shipped to Alaska or Hawaii.
• All retail orders over $500 are eligible for free ground shipping within the continental U.S. (tubs and sinks excluded).
• For international orders, customers are responsible for any customs duties, taxes, or import fees charged by their country. These are not included in the product price or shipping cost and must be paid to the carrier upon delivery.

Returns

To be eligible for a return:

• Merchandise must be unused, uninstalled, undamaged, and in resalable condition.
• A Return Merchandise Authorization (RMA) number is required.
• Returns must be requested within:
  • 90 days for plumbing parts and accessories
  • 60 days for tubs and sinks
• A minimum 25% restocking fee applies to all returns.
• Special finish items — including Satin Black, Oil Rubbed Bronze, Unlacquered Polished Brass, Unlacquered Raw Brass, and Unlacquered Satin Brass — are final sale and non-refundable.

Return Instructions

1. Inspect your product thoroughly before installation. Installed products are considered accepted and cannot be returned.
2. Request an RMA number (see instructions below).
3. Carefully package and double-box the authorized return with the original packing slip. Poorly packaged or damaged returns may be refused.
4. Ship the return at your expense using a traceable shipping method. This ensures we receive your return.

Credit

If your return is approved for credit:

• Your account will be credited, and a credit memo will be emailed to you.
• Do not deduct the credit amount from your invoice payment.
• If your company requires debit memos, email accounting@stromliving.com to request the correct amount of credit to be applied.
• No RMA or credit will be issued for:
  • Purchase orders more than 90 days old.
  • Tubs more than 60 days past the invoice date.

Claims

Reporting Damages or Shortages

• Retain all packaging materials and documentation for carrier inspection.
• For UPS shipments:
  1. Report the damage to your driver or local UPS agent.
  2. The agent will provide a receipt and pick up the damaged merchandise.
  3. Call Strom Living with the claim number, and we will send replacements.
• Dropship orders have 72 hours to file damage or shortage claims.
• Do not return any merchandise without prior authorization. Authorized returns must include the packing slip.

RMA Number

To request a Return Merchandise Authorization (RMA) number, please contact our support team:

📧 support@stromliving.com
📞 916-638-2722

An RMA number must be included with all returns for proper processing.

Quick Reference

• Free shipping on retail orders over $500 (continental U.S., excludes tubs & sinks)
• Returns: 90 days (parts/accessories) / 60 days (tubs & sinks)
• Restocking fee: 25%
• Special finishes: Final sale, no returns
• Damage claims: 72 hours (24 for tubs)
• RMA required for all returns