Customer Service

Please Review Our Customer Service Policies & Information.

Customer Service

Shipping Policy
Unique Stainless Designs puts forth great effort to ensure that all orders are shipped in a timely manner and at a reasonable cost. However, we will not guarantee the delivery date of any order. All orders placed on this site are subject to product availability and will be shipped according to our shipping policies.

 

Shipping Destinations
Unique Stainless Designs currently ships worldwide to any street address. Orders cannot be delivered to PO Boxes. Some rural and/or military sites may not be accessible to our shippers. In these cases, we will attempt to notify you and help arrange for you to pick up the order at the shipper’s main terminal. All international orders require approval of a freight quote to be provided via email before shipment. International orders require additional validation in order to be processed, including but not limited to verification of billing/shipping addresses, phone number, and email address. To ensure your order is processed and shipped in a timely manner, please provide the most accurate information.

Each order may only have one “ship to” address. If you require multiple “ship to” addresses, please order separately for each address.

 

Shipping Locations
Most orders ship from the distribution center located in Texas. Shipping charges are automatically calculated using the distribution center as the point of origin.

In some cases, Product will be shipped directly to a customer from the manufacturer. Freight costs, if any, will be calculated using this manufacturer as the point of origin.

 

Shipping Methods and Charges
Unique Stainless Designs ships orders to both commercial addresses and residential addresses. Commercial addresses are defined as business addresses situated on commercially zoned real estate, as determined by the freight carrier. Residential addresses include homes, apartments, condominiums, and other dwellings designated by the carrier as a residential address. Deliveries to residential addresses may incur additional fees. Businesses operated from a house, apartment, or other dwelling are not considered commercial addresses and will be charged any applicable residential delivery fees.

Most orders are shipped via UPS or DHL. The shipping charges are automatically calculated online based on both the weight and dimensions of the carton in which your order will be shipped. In order to give you the best possible rate, we will contact you with a quote of the shipping charges for items that do not qualify for Free Shipping using the email address you provided with your order. You will not be charged for this order until you have accepted the shipping quote we have provided. Failure to accept these charges or respond to our attempts to contact you may result in order cancellation. Some oversized or heavy items requiring special handling may be placed on a wooden pallet and shipped via common carrier (truck freight). Common carrier shipments are delivered curbside, that is, at the end of the driveway or along the street curb. Commercial addresses with loading docks will have the delivery made at the dock. Common carrier shipments require a signature at the time of delivery.

IMPORTANT: You will need to be sure that you have sufficient and proper equipment and personnel to unload products delivered via common carrier, as their drivers are not required to provide assistance in unloading your order. If you require methods and/or services not specified above, including but not limited to inside delivery, liftgate delivery, set-up & assembly (only if delivered by an Unique Stainless Designs Team), upstairs/high-rise delivery (result in pending shipping quote), delivery notification, residential delivery, or date specific delivery, you must contact us for a price quote on the desired additional service(s). The charges for these additional services will be in addition to any shipping charges. Please visit the Shipping page of our Help area for more information about shipping rates and options.

Your credit card will not be billed without your approval. If we determine that additional charges are necessary (for example, residential delivery) that you have not approved, your order will not ship and we will attempt to contact you using the email address and phone number you provided with the order. Unique Stainless Designs does not ship orders C.O.D.

In cases where orders are held at the terminal by the shipper, Unique Stainless Designs will make every effort to contact you to inform you of the situation and help arrange for you to pick up the order. Orders may be held for reasons including but not limited to inaccessible destination address, incorrect/insufficient contact/address information, etc. You will be responsible for any storage costs, redelivery charges or other fees that may result from holding the order at the terminal.

 

Split Shipments and Backorders
Unique Stainless Designs will attempt to ship all orders complete from one location in the fewest number of shipping cartons required. When it is not possible to ship your entire order from one location, we may elect to split the order and ship from multiple store locations and/or shipping centers. Unique Stainless Designs will drop ship equipment and/or supplies directly from our manufacturers to you when the need arises due to an out of stock situation, reduced shipping time, etc. Generally, we will attempt to notify you using the email address or phone number you provided when the order was placed.

On rare occasions there may be an item on backorder or still in-transit to our warehouse from the manufacturer. We will attempt to contact you by phone to explain the situation and offer solutions. Unique Stainless Designs does not backorder products. If an item is not in stock on our website, you will not be able to order it. Please use the “Expected Restock Date” to determine when to check back on the product’s availability, or contact Customer Service for assistance.

Because we try to use as much of our warehouse space as possible to carry inventory, we are not able to hold items on partial orders for a single delivery. We also cannot hold paid merchandise for extended periods of time.

 

Delivery Time
Due to our vast inventory, we are able to ship most orders within 2-3 business days after receiving it, with approved payment. Products listed as “special order” will be shipped at the earliest possible date. Your expected delivery date is determined by the date of shipment from our shipping centers and the shipping preference you select.

While we will make every effort to provide your order by the desired date, Unique Stainless Designs does not guarantee the timely delivery of any item. To avoid disappointment, please allow sufficient time for delivery.

All shipments travel during normal business days, which do not include weekends, holidays, and other official days of rest. To estimate when your order will arrive, please use the chart below. This chart is provided for reference only, and is not always reflective of true time frames. Please remember to take into account federal holidays, inclement weather, and other factors beyond our control that may affect the arrival of your order.

Ship Method
Next Day Air
2nd Day Air
3rd Day Ground
Standard Ground
Free Shipping
All Special Orders
Order Processing Time*
1-2 business days
1-2 business days
1-2 business days
2 business days
2 business days
2-6 weeks
+ Transit Time
1 business day
2 business days
3 business days
1-8 business days
1-8 business days
1-8 business days
= Total Delivery Time
2-3 business days from order date
3-4 business days from order date
4-5 business days from order date
4-10 business days from order date
4-10 business days from order date
3-8 weeks from order date

*Orders placed online and via phone are received into our system for processing the next business day.

 

Canceling an Order
If you need to cancel an order, please contact us during our normal business hours as soon as possible, preferably by phone for fastest action. If the order has not shipped, we will stop the order and cancel or refund any charges we have posted for the order.

You will be responsible for round trip shipping costs on any order that has been shipped prior to cancellation, that is refused at time of delivery, or is shipped in good faith but returned to us due to incorrect or incomplete shipping information.

If you need to return an item to us, please read our Return Policy for more information.

 

Special Orders
Any Product that we do not stock in our warehouses is considered a “special order” item. Some Products on our website that are special order items will be designated as such in the item description.

Upon receiving your order for a special order product, we will process and send the order to the factory for manufacturing (if required) and shipping. Special order items will be shipped at the earliest possible date; please refer to the product description for the estimated delivery time. While we make every effort to ensure you receive your order by the soonest possible date, Unique Stainless Designs does not guarantee the timely delivery of any item. For special order items not currently on our website, there is a minimum order of $300 or the manufacturer’s minimum order, whichever is higher, not including shipping and any applicable taxes or fees. For information about returning a special order, please see our Return Policy.

 

Return Policy
If you’re not completely satisfied with an online purchase, Unique Stainless Designs will gladly refund or exchange the product within 30 days of the ship date, less shipping charges, except as noted below.

 

Requirements
For any exchange or return, we need the original invoice or a record of the purchase in our system, and the product must be in its original condition, including the box, UPC bar code, packaging, and all accessories.

A Return Authorization (RA) number must be obtained from Customer Service via phone or email prior to return. Merchandise shipped to us without a Return Authorization number will be assessed a 20% restocking fee to be deducted from any refund amount.

No items that have been used, custom manufactured or made to order may be returned.

Non-defective products returned for exchange or refund are subject to a 20% restocking fee if returned opened or in a non-factory sealed box. Products returned in new and unopened condition will receive a full refund, less shipping charges.

 

Shipping Costs
Round trip shipping charges will be the responsibility of the customer on orders that are shipped by Unique Stainless Designs in good faith and are returned to us due to incorrect shipping information.

Charges related to shipping, delivery and/or installation are nonrefundable after the services have been performed.

All shipping and insurance costs of the original order, the returned item(s), and any exchanged item(s), are the responsibility of the customer, in all cases except where Unique Stainless Designs committed a shipping or order error. If you choose not to insure your package, and we do not accept return of the Product, you will be responsible for any loss or damage. In cases where a product is claimed to be defective or has been shipped in error, Unique Stainless Designs will arrange for return shipping. Contact Customer Service for assistance. Shipping charges will be deducted from any credited amount on any item that Unique Stainless Designs has paid for return shipping because of a defective product claim which upon receipt is determined to be non-defective and in proper working order.

 

In-Store Returns
Any Product purchased online (except special orders) may be returned to the Unique Stainless Designs retail store location provided that it meets the above requirements. Please be sure to bring the Unique Stainless Designs invoice, the credit card used to make the online purchase, and a form of personal identification. Please note that the decision to accept or reject your return, offer repair service, assess a restocking fee, and/or refund with store credit is at the sole discretion of the store manager.

 

Refunds
Upon our acceptance of the merchandise in conformity with our return policy requirements, the purchase price will be refunded (less restocking fees if applicable) using the method of original payment. Note that credit card refunds will only be issued to the original card that was charged for the purchase. Allow 14 days (not including delivery time for mailed refunds) from when we accept your returned Product for the processing of your credit. Individual bank policies will dictate when this amount is actually credited to your account.

 

Fees and Additional Charges
Non-defective products returned for exchange or refund are subject to a 20% restocking fee if returned opened or in a non-factory sealed box. Products returned in new and unopened condition will receive a full refund, less shipping charges.

Additional charges may be assessed for Products returned with any missing or broken items such as manuals and/or accessories. For Product that we verify to be defective, we will reimburse you for your original shipping expense on the Product that you return for a refund. For products determined not to be defective or having been used in a manner against the manufacturer’s recommendations or outside of normal use, no credit will be issued, and the item may be returned to you at your cost.

 

Orders Damaged in Shipping
While every effort is made in packing and correctly filling your order, occasions will arise where a package is lost or damaged in transit. To insure your order is received complete and undamaged, we recommend the following order check-in procedure:

  1. Inspect the entire shipment for visible damage prior to accepting the shipment, and note any damage on the delivery ticket/bill of lading before the delivery person leaves. For packages left at your doorstep, inspect the exterior of the carton(s) and note any large dents or tears on your packing slip (invoice).
  2. Verify the number of packages delivered with the packing slip provided by Unique Stainless Designs.
  3. Unpack your order immediately and inspect for hidden or concealed damage, even if you don’t plan on using the item right away.
  4. Should any damage be discovered, retain the shipping carton and any inner packaging, request inspection immediately from the carrier as well as make a written request to the carrier. Hidden or concealed damage must be reported and an inspection requested within 5 days of delivery.

Then contact Unique Stainless Designs Customer Service to inform us of the situation. Please have your order number, shipping information and tracking number ready to assist us in this process.

Unique Stainless Designs is not responsible for damaged items accepted and signed for at the time of delivery. Unique Stainless Designs will arrange for return shipping to our distribution center for an item that was sent to you in error, received defective, or damaged in shipping (assuming the criteria for the order check-in procedure outlined above has been reasonably met).

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