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How do I return an item?
We will offer to replace bars that aren't usable in order to make your order complete. Wood will be wood, and it may change due to humidity or even from how it's stored. Once it leaves our premises, we have no control over their environment. It's your responsibility to check your bars immediately upon arrival. We won't warranty bars beyond 2 weeks after shipping. The industry standard is 1/8" deviation over one foot, our standard is 1/16" deviation over one foot.
Boxes-Replacements:
If you're ordering whole boxes, there's a chance there could be an errant bar in the box. Let us know, and we'll replace it or credit you for it. We will replace it on your next order (or credit you) rather than replacing it immediately. We'd prefer to keep costs down rather than raising prices-you're getting a 5% discount with the understanding that these aren't inspected. If every bar in the box is crucial to your order, please order them separately, since they are inspected.
Restocking & Shipping Fees:
If you need to return products, we'll be glad to credit or refund any merchandise returned within 30 days of the purchase date as long as it's returned in good-as-new condition. You'll need to send the stretcher bars back and there will be a 15% re-stocking fee. Shipping and packing charges aren't reimbursed unless we've made a shipping error, in which case we'll send a call tag at our expense for a return. Actual shipping costs incurred when fulfilling the order, will also be deducted from the issued credit.
If you choose an expedited shipment and there's a problem with the order, we will only ship via ground to rectify the order unless you decide to pay for express. If you return an order you have had express shipped, but decide to return it due to product failure, we will reimburse you for what you would have paid for the product plus the ground rate, but not your express charges. As unlikely as it seems, if there's a complete product failure, we will, at our discretion, have the product shipped back to SBW at our expense.
A word of caution: stretcher bars should always be taken apart by folding the bars inward, away from the points. If they are opened outward, the points will often crack and splinter. It goes without saying, but we guess we should say it anyway; we won't accept returns on any bars that have been damaged by improper handling.
Ordering Boxes-Replacements:
When ordering boxes, you'll save 5% on the bars, because SBW doesn't inspect the bars before shipment. A defective bar will be replaced by shipping on your next order, not as a separate shipment. If it is crucial that every bar is inspected, order them as separate bars, not in boxes. Remember, wood will be wood, and is subject to change due to a changing environment.
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