Shipping & Returns

Shipping

Online orders can only be shipped to address in the
continental U.S. only.  No online orders can be shipped to Hawaii, Alaska or Puerto Rico or International.

Depending on size, shape and weight of the medallion, we may ship your medallion via FedEx or via another freight carrier. For very large and  heavy medallions, it may be shipped via freight with a lift gate truck or may require a forklift to unload it.

If you would like to order from a Hawaiian, Alaskan or an International address, please email the product number, product size and color as well as your shipping address and we can figure out a shipping/freight estimate for you.

Replacement Parts

If you receive a medallion with a damaged piece, don't worry!  Broken parts can easily be replaced, by simply removing the broken piece off the fiberglass mesh backer with a utility knife. The replacement part can be set in separately afterwards if needed, but set in before grouting.

Just let us know your order #, product part # and color of the broken part and we will send out a replacement part at no charge, and we will cover shipping costs, typically sent via FedEx ground.

Returns Policy

You may return standard items in undamaged, uninstalled items, in original packaging within 15 days of delivery for a full refund.

We highly recommend that you insure and track all return shipments, because refunds will not be issued for items damaged in return shipping or returns that are never received. 

For custom made orders, all sales are final and are not eligible for returns.

We'll pay the return shipping costs only if the return is a result of our error.  Otherwise, for any and all other reasons the customer will be charged for all associated return shipping and handling costs. 

You should expect to receive your refund within three weeks of giving your package to the return shipper, however, in many cases you will receive a refund faster. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request.
If you need to return an order, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.