SHIPPING & RETURNS
SHIPPING
We ship out all our products from our warehouse in Elk Grove, California.
We can ship our products anywhere in the continental United States, as long as the product(s) are compliant to your state's regulations (we do not ship tubs or sinks to Alaska or Hawaii).
All retail orders over $500 are eligible for free ground shipping to anywhere in the continental U.S with the exception of tubs and sinks.
RETURNS
Merchandise must be unused, uninstalled, undamaged and in resalable condition. Once a product has been installed, it cannot be returned. Thoroughly inspect all products before installation as use will constitute acceptance.
A Return Merchandise Authorization (RMA) number is required to return merchandise. The customer must include this RMA number with the return in order for it to be processed successfully.
Authorized returned merchandise should be carefully packaged, double boxed and returned with the packing slip. Poorly packaged or damaged merchandise may be refused and with no return credit or refund.
A minimum 25% restocking fee will apply for all returns.
Returns for credit will need to be requested within 90 days for plumbing parts and accessories or 60 days for Tubs & Sinks.
Special finish items (Satin Black, Oil Rubbed Bronze, Unlacquered Polished Brass, Unlacquered Raw Brass, and Unlacquered Satin Brass) are a final sale and non-refundable.
The customer is responsible for shipping charges associated with the return of the merchandise (a traceable shipping method is recommended to ensure your return is received).
CREDIT
If you request credit for the returned items, your account will be credited and a credit memo will be emailed to you. Please do not deduct the amount when paying your invoice. If your company requires debit memos to be issued, please call or email accounting@stromliving.com and request the correct amount of credit to be applied.
There will be no RMA/credit issued for purchase orders more than 90 days old. There will be no RMA/credit issued for tubs more than 60 days past the invoice date.
CLAIMS
Effective July 1, 2020: our updated claims policy will be implemented. All claims for damages or shortages must be reported to us within 72 hours.
All claims for damages or shortages must be reported to us within 72 hours. Do not return any merchandise without prior authorization. Merchandise authorized for return must be accompanied with the packing slip.
Damage claims for tubs must be filed within 24 hours of delivery. If a tub has been transferred to another location after initial delivery, damage claims will not be honored.
In all cases, retain all packaging materials and documentation of damages for carrier inspection. For UPS shipments, report damages to your driver or local agent. The UPS agent will give you a receipt and pick up damaged merchandise. Then, call Strom Living with the claim number and we will send replacements. Dropship orders have 72 hours to file damage or shortage claims.
RMA NUMBER
CONTACT US TO REQUEST A RETURN MERCHANDISE AUTHORIZATION (RMA) NUMBER.
