Freight Shipping Policy
Due to the size of the items we ship, most items ship on standard pallets delivered by tractor trailer. If you live in a secluded or difficult to reach area, it may be necessary to pick up your item at your nearest freight terminal. OasisStoneWorks.com is not responsible for additional fees associated with these types of deliveries nor do we compensate the buyer in the event extra measures need to be taken to pick up your item from a freight terminal. If you are concerned with the location of delivery please call our office.
After placing your order on OasisStoneWorks.com, you will be contacted by the freight company to schedule a delivery time. For this reason it is important for you to fill out your shipping address with the best phone number for you to be contacted at. If purchasing using a residential address, the freight company will call when your item is received at your local freight terminal to schedule local delivery and your item will not be delivered until this appointment is successfully scheduled. Most of our freight items are shipped from the warehouse within 2-3 days after you order. Note that this is the date your item leaves our warehouse, not a delivery estimate to arrive at its final destination.
To help you unload your freight item, our lift gate service is available for most items we ship at no additional cost to you, with the exception of our concrete shipments. The freight driver is responsible for unloading your pallet from the truck and onto your property but you will be responsible for moving the item from drop off point to any other location such as a garage or porch area.
Return of Damaged Freight Items
At time of delivery it is also your responsibility to check the item for any damage that may have occurred during the shipping process. If you notice damage to the external packaging, we recommend unpacking your item in front of the driver to further inspect. While these occurrences are extremely rare, you will need to make note of the damage on your proof of delivery (POD) form which your driver will present to you. At this time it is best to take pictures of the damage and refuse the package. After refusing your delivery, please call us at (888) 697-4282 to notify your sales representative. If you choose to accept any minor damage, and sign for the delivery, we are not responsible for any future compensation or reimbursement and the item becomes your property.
General Return Policy
Only unused items in their original packaging can be returned within a 60 day window from time of delivery. If returning an item, please call us at (888) 697-4282 to obtain a “Return Merchandise Authorization” number. This form will require you to fill out your contact information, invoice number and your reason for return. If not a freight item, we will then send you a return label for sending the product back to our warehouse. If you were sent an item in error, call your sales representative to receive the correct product at no cost to you.
If returning a damaged non-freight item, please call us to obtain a return authorization number.
All clearance items are not eligible for returns and are essentially sold “as-is”.