Return to Stonehouse is Excellent condition via FedEx/UPS customer pays for return shipping. We will then send exchange out and customer pays for the shipping.
How do I return my order?
We will take a customers return within 30 days of purchase in Excellent condition. Customer pays for return shipping. Upon receipt of merchandise in Excellent resell condition we will refund their order minus shipping. Normal processing is 5 – 7 business days.
I’m sending a gift. Is pricing information included in the shipment?
We generally send a retail information sheet with pricing in all orders. However, if you’d like no pricing details sent simply note your request in the customer comments field and we’ll make sure none are sent.
Will my name, address and email be kept private?
Yes, Stonehouse does not use or sell customer information. – See additional details under privacy (possibly add the link)
How much does it cost and what is turn around time?
Cost will be determined on items purchased. Turn around time is generally 7 – 14 business days. This will depend on destination.
Is the item in stock?
Yes, All items you see on our website are in stock. However, everything is made to order so please allow time for production and shipping.
Can I reset my password?
Yes, you certainly can. Here’s how it works.
1.) Click the “My Account” link in the top-most navigation (black header).
2.) From the “My Account” page, under “Login”, click “Lost Your Password?”.
3.) Where it says “Username or email”, enter your email address.
4.) Wait for the email and follow the “Password reset Instructions” within that email (e.g. click the “Click here to reset your password link”)
5.) You’ll arrive at a landing page that says “My Account” and that prompts you to enter a “New password” and then to “Re-enter new password”. Be careful and make certain that both the “New Password” and the “Re-enter new password” fields match exactly. You won’t be able to see the text you are entering because it is encrypted. Hit save once you’ve finished, and then login to your new account.
Note: during this entire process, their is no need to enter your OLD password. As long as the email address provided during the initiation of the password reset matches the email address on your existing account, you’ll be fine.
When will I receive my order?
Your order will ship in five business days from date of the order. Most ground shipping time is 3 business days within the U.S. So delivery is approximately 8 business days or less from order receipt.
Can I order a different color frame?
Yes, However custom frames do have an up-charge and may take 3 – 5 more business days to process. http://www.pictureandframe.com/
Call customer service for details – 1-800-949-7274
Can I drop ship multiple pieces to multiple locations?
Yes, Simply enter this information in the customer comments field. Or feel free to call Customer Service 1-800-949-7274
Do you ship internationally?
Yes, to basically any destination
How much time do you need for large orders?
Yes, we can do large orders however, generally giving as much time as possible is a good rule of thumb. 7-14 days prior to the date you need the order is a good rule of thumb to allow for production and shipping.
Can You ship this today?
Yes, if your order is placed prior to 2pm CST. you must use one of our expedited options to ensure same day shipping.
