Cancellations & Order Changes
Unfortunately, we cannot accept cancellations or changes to orders once they have been placed. We strive to process your order with precision and speed, which means production will often begin within an hour of the order being submitted. To ensure accuracy, please double-check that you have selected all the correct details and cutting specifications before confirming your order. At checkout, you will be asked to confirm that all details are correct by ticking the box: “By checking this box, I confirm that I have verified that my order and cutting specifications are correct. I acknowledge and understand that once my order is placed, it cannot be changed or canceled.”
All specialty orders not listed on our website that have been quoted and purchased for the exclusive purpose of meeting a customer’s unique needs cannot be canceled. We urge customers to double-check their order details prior to submitting, as all orders are final once placed.
To make your shopping experience easier, we provide pre-determined “standard” sizes for quick ordering. However, our materials are actually cut from full-sized mill lengths. If the item you wish to return has been cut to a “standard” size, a 30% restocking fee will be deducted from your refund. Customers are also responsible for any return shipping costs. If a new order is placed at the same price or higher, we can waive the restocking fee. All returns and exchanges on standard-sized cuts must be initiated within 5 business days of delivery and shipped back to us within 10 business days of delivery. Any returns or exchanges initiated or shipped outside of these windows will not be accepted.
- Step 1: Contact us via email at email@example.com or call 408.294.2334 and provide your order number and reason for return.
- Step 2: If your return is authorized, we will provide you with a Return Material Authorization (RMA) form to include in the package when you ship it back to us. The RMA will include the return address and should be written on the outside of the package.
- Step 3: Ship the item back via UPS, FedEx, USPS or other carrier to the return address listed on your RMA.
- Step 4: Provide us with the tracking number once the item has shipped. You can contact customer service with this information either via email firstname.lastname@example.org or by calling us. We will restock the material and issue a refund as soon as it arrives back to us.
Once your Return Material Authorization (RMA) is received back to us and processed by the warehouse, we will initiate your refund. To ensure a smooth process, please contact us with the return tracking number as soon as you ship the product back. Your refund will be issued to your original form of payment on the next business day following the re-stocking of your returned materials. The exact processing time may vary depending on the shipping and restocking period.
Cut-to-Size And Non-Stock Materials
Due to the nature of cut-to-order specialty cuts, all sales are considered final and we cannot accept any returns or exchanges. In case of an issue with your order, please refer to our Order Issues section.
Order Issues (Wrong material, damage, etc.)
We want to make sure you get exactly what you ordered. That’s why we measure each piece of material we cut before shipping it out. Please check the accuracy of your order upon receiving your materials, including verifying the material and thickness as well as testing reports for any new metals. If the material is not what you ordered, or it was cut to the wrong size (within our standard tolerances), or there are any other issues with your order, please contact our customer service team within 2 business days of delivery by calling 408.294.2334 so we can make things right.