SHIPPING & RETURNS

Shipping will be calculated at checkout based on the shipping destination

RETURNS, REFUNDS & CLAIMS

WHAT PRODUCTS ARE ELIGIBLE FOR RETURN?

We want you to be overjoyed with your new purchase. If for any reason you are unsatisfied with an in-stock product(s), within 15 business days from the delivery of the goods, you can email us at [email protected] and our team will provide all of the details for initiating a return. Returned in-stock product(s) will be subject to a 25% restocking fee, and the customer will be responsible for shipping the product back to the company. Shipping costs paid by the customer on the original order are not refundable in any amount. Custom and made-to-order products ARE NOT able to be returned or refunded.

WHICH PRODUCTS ARE CONSIDERED NON-RETURNABLE?

• Custom or made-to-order products of any kind

• Any item that has been altered or installed

• Any item that is not in resalable condition

• Any item that is not in its original packaging

• Any item without a prior return authorization

PLEASE NOTE that copper, brass, bronze, stainless steel, steel, powder coating, and zinc products are fabricated from natural elements and are, therefore, subject to imperfections and/or inconsistencies in color, texture, and patina. Variations are normal and should be expected. Variations are not considered defects and are not eligible for return.

HOW LONG DO I HAVE TO RETURN MY PRODUCTS?

If you are not satisfied with your order, we will accept a return up to 15 business days from the receipt of goods. Please note that all return requests must be completed within this 15 day period. Under no circumstances will merchandise be accepted for return after 15 days of the delivery date. Therefore, we ask that you check your order immediately upon receipt.

HOW DO I RETURN MY PRODUCTS?

All returns must be authorized prior to shipping. To request a return, please fill out the Return of Merchandise Authorization Request form and our customer service team will assist you with the return. Any product returned without authorization, returned to the incorrect location, or returned in a damaged or unsaleable condition are subject to additional fees that will be deducted from your final refund.

PLEASE NOTE that returned products must include all original documentation, parts and associated pieces, and must be returned in new condition, with no missing hardware. All items must be returned in their original packaging, or the return will not be accepted. We cannot, under any circumstance, accept returns that have been installed.

WHO PAYS FOR RETURN SHIPPING?

The shipment of a return is to be independently arranged and covered by the customer. Just like most return policies we are only able to accept returned items that are in-stock items, in original packaging and new condition. This means that products with any scratches, stains, damages, or modifications cannot be returned. Please note that any shipping charges incurred from the original order are not able to be refunded once these services have been provided by the carrier.

HOW DO I GET A REFUND?

To request a refund, please fill out the Return of Merchandise Authorization Request and our customer service team will assist you. Any product returned without authorization, returned to the incorrect location, or returned in a damaged or unsaleable condition are subject to additional fees that will be deducted from your final refund.

As soon as the product(s) are received back to our warehouse and upon inspection of the returned product(s) our team will issue your refund minus a restocking fee equal to 25% of the purchase price. Please note that a minimum 25% restocking fee applies to all returns. Per inspection, as long as the product is found in new condition and received in its original packaging, you will be issued the refund you are due. If a returned product is determined to be in a damaged or unsaleable condition, it will be subject to additional fees being deducted from the credit, or the credit may be denied completely. Please allow 3-5 business days for the refund to appear on your account after issuance.

MY PRODUCT ARRIVED DAMAGED OR DEFECTIVE. WHAT DO I DO?

We stand behind the quality of products we sell. While cases are rare, damages and defects do happen once in a while. It is imperative that you inspect your package for damage before signing the delivery receipt or proof of delivery.

You must note the damages with the driver or shipping company at the time of delivery. If the package is damaged in transit, please refuse the delivery and SIGN THE DELIVERY RECEIPT AS DAMAGED.

DO NOT DESTROY ORIGINAL PACKAGING. Products not shipped in the original packaging will not be covered by CopperSmith and will NOT BE ELIGIBLE for return, exchange or DAMAGED REPLACEMENT if applicable.

To file a claim you must contact us via email at [email protected] within three (3) calendar days of delivery and our customer service team will assist you. Claims received in excess of three (3) calendar days beyond the delivery will not be accepted. Photographs must be clear and attached to your claim within three (3) calendar days. Please note that photographs are required to process damage claims and we will not be able to process your claim without photographs. Take photographs of the damaged item and packaging for your records, and e-mail a copy to [email protected] along with your damage claim information.

CopperSmith’s products are for indoor use only, unless explicitly specified, and as such will not cover the cost for damaged or defective items in the event that the product(s) was made damaged or defective as a result of customer negligence.

WE'RE HERE TO HELP

If you have any questions or need assistance, please contact our client services team directly at 1-888-431-4677 or email us at [email protected]. We are here to facilitate communication with the shipping carrier and address any concerns you may have. We appreciate your business and look forward to delivering your beautiful custom metalwork. Thank you for choosing CopperSmith.

UNDERSTANDING DELIVERY: WHAT YOU NEED TO KNOW

LTL FREIGHT DELIVERY: WHAT YOU NEED TO KNOW

LTL FREIGHT DELIVERY OVERVIEW

When you order luxury custom metalwork from CopperSmith, we strive to make your delivery experience smooth and stress-free. Large items will be shipped with an LTL freight carrier. LTL (Less-Than-Truckload) freight is designed for larger, heavier shipments that do not require a full truck but are too large to be shipped with a parcel delivery service such as UPS or FedEx. Standard LTL service will be completed as curbside delivery, where the carrier delivers your item to the curb or where your driveway meets the road using a liftgate. Please note that the driver will not unpack, assemble, or bring the item inside or closer to your delivery location. Additional delivery options, such as inside garage delivery or white-glove service, may be available in your area but will incur an extra cost. Please let us know if you need a different option, and we will assist you.

THIRD-PARTY SHIPPING CARRIERS

We partner with reputable third-party shipping carriers for our deliveries. Should you need support during the delivery process, our team is ready to assist and will contact the carrier on your behalf if any issues arise.

BEFORE DELIVERY

1. Delivery Questionnaire: When your order is preparing to ship, a CopperSmith team member will email you our delivery questionnaire. It is crucial to complete this questionnaire fully to ensure we have all the necessary information for your delivery, including business names and address numbers (if applicable) and the contact details of the person responsible for scheduling and receiving your order.

2. Tracking and Delivery Windows: After your order ships, you will receive an email with tracking information to monitor your shipment's progress. Some carriers may provide estimated delivery dates on their tracking pages; however, these dates are not guaranteed and do not constitute an official delivery appointment.

3. Scheduling the Delivery: While your order is still in transit, the carrier will contact you via phone to schedule a delivery window. Please be available for the call and present for your delivery at the scheduled time to avoid redelivery or storage fees.
   

DURING DELIVERY

1. Initial Inspection and Signing for Delivery: Upon delivery, you are responsible for inspecting the outside of the package for damages or missing items before the driver leaves. If you find any issues, note them on the delivery receipt by clearly writing “DAMAGED” or “MISSING ITEMS,” if possible. Regardless of the condition of the packaging, be sure to always sign the receipt “CONTENTS SUBJECT TO INSPECTION.”

AFTER DELIVERY

1. Full Inspection: Even if the package looks perfect on the outside, there may be hidden (concealed) damage inside the package due to rough handling. You are responsible for carefully removing and fully inspecting your order and reporting any damages or missing items to CopperSmith within 3 calendar days of delivery. After your inspection, your order can be safely returned to the packaging for safe storage until installation. You may need the following items to open your package:

   • A cordless drill with a Philips head attachment

   • A heavy-duty scissors or utility knife

   • Having another person to assist with safely removing the item from the crate may be helpful.

2. Handling Damages or Missing Items: If you discover any damage or missing items after opening the package, contact our client services team right away. We will need detailed photos of all sides of the item and packaging and close-ups of any damage, if applicable. We will also need a description of the issue. Please send this within 3 days of receiving the shipment to expedite the resolution process. Do not throw away any of the packaging or install your order. Installation is acceptance.

3. Follow-Up From CopperSmith: We will track your order until it reaches you. Once your tracking information shows that your order has been delivered, our client services team will email you to check how your experience was and ensure the inspection has been completed. Please respond to this email to confirm the inspection results.
   

PARCEL DELIVERY: WHAT YOU NEED TO KNOW

PARCEL DELIVERY OVERVIEW

When you order luxury custom metalwork from CopperSmith, we strive to make your delivery experience smooth and stress-free. We primarily use parcel delivery services such as UPS or FedEx for smaller items. Since smaller items and accessories might ship separately, you may receive parts of your order via parcel, with accessories potentially arriving before larger items. UPS and FedEx will deliver items “to the threshold,” which means they will deliver them to the door, on the driveway in front of the garage, on the porch, etc, but not inside the dwelling.

THIRD-PARTY SHIPPING CARRIERS

We partner with reputable third-party shipping carriers for our deliveries. Should you need support during the delivery process, our team is ready to assist and will contact the carrier if any issues arise.

BEFORE DELIVERY

1. Order Confirmation and Address Verification: When placing your order, please provide a complete and accurate shipping address to ensure smooth delivery and help avoid delays or lost items. Contact our client services team immediately if you need to update your address.

2. Shipping Notification: We will notify you before the larger items in your order ship. However, we may not send a separate notification for accessories or smaller items, so keeping your address information current is important.

3. Tracking Your Package: Once your order ships, you will receive tracking information via email. Use this to monitor the progress of your shipment and prepare for its arrival. Also, please keep an eye on the estimated delivery dates provided by the carrier. Please note that estimated delivery dates are not guaranteed.

DURING DELIVERY

1. Signature Requirement: Some parcels may require a signature upon delivery to ensure secure receipt. Make sure someone is available at the shipping address to sign for the package. If a signature is required and you are unavailable, the carrier may leave a note with instructions for redelivery or pick-up.

AFTER DELIVERY

1. Full Inspection: Even if the package looks perfect on the outside, there may be hidden (concealed) damage inside the package due to rough handling. You are responsible for carefully removing and fully inspecting your order and reporting any damages or missing items to CopperSmith within 3 calendar days of delivery. After your inspection, your order can be safely returned to the packaging for safe storage until installation. You may need the following items to open your package:

   • A cordless drill with a Philips head attachment

   • A heavy-duty scissors or utility knife

   • Having another person to assist with safely removing the item from the crate may be helpful.

2. Handling Damages or Missing Items: If you discover any damage or missing items after opening the package, contact our client services team right away. We will need detailed photos of all sides of the item and packaging and close-ups of any damage, if applicable. We will also need a description of the issue. Please send this within 3 days of receiving the shipment to expedite the resolution process. Do not throw away any of the packaging or install your order. Installation is acceptance.

3. Follow-Up From CopperSmith: We will track your order until it reaches you. Once your tracking information shows that your order has been delivered, our client services team will email you to check how your experience was and ensure the inspection has been completed. Please respond to this email to confirm the inspection results.

WHITE GLOVE DELIVERY: WHAT YOU NEED TO KNOW

WHITE GLOVE DELIVERY OVERVIEW

When you order luxury custom metalwork from CopperSmith, we strive to make your delivery experience smooth and stress-free. For larger items, we offer White Glove Delivery at an additional cost. This premium service ensures that your item is delivered with the utmost care and convenience. Here’s what you need to know about White Glove Delivery and how to ensure a smooth process.

1. What is White Glove Delivery?: White Glove Delivery is a premium delivery option that involves a team of two or more professionals who will:

   • Deliver your item to the room of your choice.

   • Uncrate the item.

   • Inspect it for shipping damage (note: this does not include identifying product defects).

   • Remove all packaging materials from your premises.

THIRD-PARTY SHIPPING CARRIERS AND WHITE GLOVE DELIVERY AGENTS

We partner with reputable third-party shipping carriers for our deliveries. Should you need support during the delivery process, our team is ready to assist and can contact the carrier on your behalf if any issues arise. Once your order has shipped, you will receive an email with tracking information. This tracking will monitor your shipment only until it reaches the White Glove delivery agent. After that point, you must coordinate directly with the agent for the final delivery appointment.

BEFORE DELIVERY

1. Delivery Questionnaire: When your order is preparing to ship, a CopperSmith team member will email you our delivery questionnaire. It is crucial to complete this questionnaire fully to ensure we have all the necessary information for your delivery, including business names and address numbers, if applicable, and the contact details of the person responsible for scheduling and receiving your order.

2. Tracking and Delivery Windows: After your order ships, you will receive an email with tracking information to monitor your shipment's progress. This information will allow you to track your package until it reaches the White Glove Delivery agent.

3. Scheduling the Delivery: After your order arrives at the White Glove delivery agent, they will have 48 hours to contact your delivery contact to schedule a delivery appointment. When your tracking shows that your order has reached the agent, please be available to take the call to schedule your delivery. If they do not reach out within this timeframe, please inform us immediately, and we can contact the White Glove agent on your behalf to help avoid delays.

4. Service Availability: White Glove Delivery is subject to availability and may not be offered in remote areas. If White Glove service is unavailable in your area, we will discuss alternative delivery options with you.
   

DURING DELIVERY

1. Initial Inspection and Signing for Delivery: Upon delivery, it is your responsibility to thoroughly inspect your item for any shipping damage before signing the delivery receipt. While the agent will assist in identifying shipping damage, they are not responsible for identifying product defects. If you notice any damage, defects, or missing items, note them on the delivery receipt by clearly writing “DAMAGED” or “MISSING ITEMS,” if possible. If you suspect or find anything is wrong with your order, please tell the agent to leave the packaging, document it with detailed photographs of both the product and packaging and notify us immediately. This documentation is essential for processing any claims. Contact our client services team immediately if any issues are discovered.

AFTER DELIVERY

1. Full Inspection: After the White Glove delivery agent has left, take the time to inspect each item carefully. You are responsible for fully inspecting your order and reporting any damages or missing items to CopperSmith within 3 calendar days of delivery. If any issue is found, please provide photos of all sides of the item and a detailed description of the issue. Do not install your order. Installation is acceptance.

2. Follow-Up From CopperSmith: We will track your order until it reaches you. Once your tracking information shows that your order has been delivered, our client services team will email you to check how your experience was and ensure the inspection has been completed. Please respond to this email to confirm the inspection results.

EXPEDITED SHIPPING: WHAT YOU NEED TO KNOW

EXPEDITED SHIPPING OVERVIEW

When you order luxury custom metalwork from CopperSmith, we strive to make your delivery experience smooth and stress-free. That’s why we offer expedited shipping services designed to bring your luxury metalwork items to you faster than our standard shipping options. When you choose expedited shipping, your order will be transported by air to your nearest major airport. From there, the final leg of its journey to your doorstep will be handled by one of three delivery methods:

1. Standard LTL (Less Than Truckload): Ideal for larger items, your shipment is transported with other freight in a shared truck, ensuring cost-effective and timely delivery.
2. White Glove Service: This premium option provides specialized handling and delivery. Professionals will carefully unpack and place your items in the desired location in your home or business and even remove any packaging materials.
3. Parcel Delivery: For smaller items, a parcel carrier will deliver to your address, ensuring a quick and reliable service.

THIRD-PARTY SHIPPING CARRIERS

We partner with reputable third-party shipping carriers for our deliveries. Should you need support during the delivery process, our team is ready to assist and can contact the carrier on your behalf if any issues arise.

BEFORE DELIVERY