Salvador: I want to thank you for your excellent service. You have been very helpful to me during my remodel project. I received the Madrid tiles and they arrived without any problems. I have not opened all of the boxes yet, but what I see I am very pleased with. We have run into a few set backs in our kitchen so the tile will not be laid as soon as i planned. I will be sure to send you pictures when the project is completed. We have a few more projects to complete around here and I will keep your information for future use. Thank you again. Michelle : )
Apple Valley, CA, USA
Shipping, Returns & Warranty
1. When will my order ship?
Most of the handicrafts we sell are made to order by the artisans after you have customized and placed your order. The artisans are relatively fast in crafting your item and depending on the type of item and the size of your order products are usually ready to ship in 10 – 15 business days. You can find further information for your product on the product pages. Please contact us before placing an order if you have any special requirements.
2. When will my order be delivered?
Total time from day of order to delivery takes 10-15 business days for most of our products, please check the shipping tab at the product page you are looking to order for further shipping details. We ship by fedex ground but Express shipping and international shipping are available upon request. Don’t hesitate to contact us for special requirements or additional information.
3. What does it cost to ship my order?
We offer free shipping (minimum order of $35) in all our products to the USA (48 lower states). We also offer international shipping; various methods are available depending on the type of item and quantity you order. If you want to know the shipping rate for your order you can add all your items to your cart and go to the checkout page, it will show the total shipping cost. Also on each product page you can see the exact shipping cost of the item you want to order.
4. Do you offer international shipping?
Yes we do ship internationally; please refer to the above questions regarding costs and delivery times for further information on shipping.
5. Can I track my orders with casacastillo.com?
You can track the status of your order in our page: tracking your order just enter your order No. and you will be able to track it. Also you can check the status of your order if you log in into your account and check the status. We will keep you inform with shipping tracking and any important status.
6. By which carrier will my order be shipped?
Most of the orders that include free shipping to the USA are shipped via FedEx, for big / heavy items or international destinations we use UPS freight or Ocean Freight. If you have special requirements please don't hesitate to contact us.
7. Can my order be delivered on Saturdays?
If your order is delivered with our free shipping to the US territory we use FedEx ground services and they do not deliver on Saturdays. However, you can arrange to pick up your handicraft at the closest FedEx location on Saturdays by presenting your tracking number (which you receive as the order ships). Please contact FedEx on 1-800-463-3339 for additional questions about their services. If the delivery is outside the US we can’t guarantee that your order will be delivered on a Saturday, however we will do our best to meet your requests. Please get in touch if you need further details.
8. Can I ship to an address other than my own?
Absolutely. At the checkout process you will have the option to select your delivery address which can be different from your billing address. Note that in some cases due to financial fraud prevention policies we might need to ask you for additional verification when shipping to an address different from your billing address and not on file with your credit card.
Returns and Refunds
1. My item arrived damaged, what do I do?
All of our shipments are insured. Please contact us immediately or within 3 days and keep all the packaging and boxes as they arrive. We will process a claim with the shipping company and we can either replace your order or send you a refund, as you wish. Please note that if you don’t contact us within 3 days after you receive your damaged order we won’t be able to process the claim and most likely will not be able to replace or refund your order, so please let us know immediately. To expedite the claim process, please email us a couple of photographs of the damaged product as soon as you can. Please do not send your order back, since that will lead to additional shipping costs that you would need to pay for.
2. What if I change my mind and want to return or exchange my handicraft after my order is placed?
We, at Casa Castillo, offer 100% customer satisfaction guarantee. If for any reason you don’t feel satisfied with your order, please contact us and we will arrange to replace your order or give you a refund. Call us on our toll free number 1-800-991-9893 or send us an e-mail and we’ll return your money and adjust your order based on our return policy detailed below.
*please note that if the item has already shipped you will be responsible for the return shipping charges and the refund will be processed after we receive the item in the same conditions as it was shipped, if it arrives broken, damaged or is being used we won't be able to process your refund. In case of international shipping we won't be able to refund shipping charges.
Casa Castillo will replace without charge, (excluding labor) any item supplied by Casa Castillo that is proven to be defective, with an equivalent replacement, within 2 years of the date of purchase, to the original owner, provided it has been used solely in a residential application and installed in accordance with the proper American Standard requirements, used and cleaned as recommended, and not damaged due to abuse, misuse, or negligence. Please be aware that all rustic sinks and tubs have a finish that is by nature uneven and variable in color and pattern. In addition, the dimensions and consistency of shape can vary considerably. We offer these sinks and tubs with the view that these variations are part of the rustic character and charm, and do not constitute defects. Copper is also malleable. Materials that are malleable can be hammered or stretched or rolled into various shapes with relative ease, while still maintaining their strength. Some metals, like copper, are also ductile, which means they are flexible. Should your sink or tub arrive with a bent edge, it can be hammered back into position with little effort. Use a wooden or rubber mallet to straighten any edges that may have been altered in shipping. (In the event of a warranty claim, the owner will be required to provide proof of purchase - save sales receipt.)
This warranty will not cover any damages which might be caused by the product. (Some states do not allow such limitation, so this reference may not apply to you.) Casa Castillo reserves the right to inspect any sink or tub reported to be defective prior to replacement. All decisions are final. Replacement cost EXCLUDES transportation and any labor costs for the removal or reinstallation. Casa Castillo shall not be liable in case of:
This warranty supersedes all other warranties, expressed or implied. The foregoing warranties are exclusive and made only for the buyer. NO OTHER WARRANTY, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE SHALL BE DEEMED TO EXIST IN CONNECTION WITH ANY OF THE GOODS OR SERVICES SUPPLIED HEREUNDER, AND ANY IMPLIED WARRANTIES FOR A PERIOD GREATER THAN THE WARRANTY PERIOD CONTAINED IN CASA CASTILLO LIMITED WARRANTY ARE HEREBY EXCLUDED. CASA CASTILLO SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL OR CONSEQUENTIAL DAMAGES IN ANY WAY RELATED TO THE GOODS OR SERVICES SUPPLIED HEREUNDER. No employee, agent, or other person is authorized to give any warranties on behalf of Casa Castillo. In addition to or different from the herein given to assume for Casa Castillo. Any other liability in connection with any of its products except if in writing which is signed by an officer of Casa Castillo and expressly and intentionally gives such warranties or assumes such liability.
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