Shipping and Return Policy
Shipping and Return Policy
DreamWerks Bath provides free shipping to all 49 contiguous United States (excluding HI AK, and PR) using our own preferred shipper. If you order from HI, AK, and PR, please contact us with your destination zip code and choice of items so that we can provide you with an accurate shipping quote in a timely manner.
Orders may be shipped to Canada for an additional fee – please call us at 630-350-0101 for a quote. The associated Canadian customs fees (customs duty, brokerage fees, etc.) and shipping fees are the sole responsibility of the purchaser. In the event that the purchaser does not pay these fees and they become billed back to DreamWerks Bath, then DreamWerks Bath is authorized to charge these fees to the purchaser’s credit card, or, if no card is available, to seek collection from the purchaser.
ESTIMATED DELIVERY TIMES
In-stock DreamWerks Bathroom products are typically ready to ship within five (5) business days (Monday – Friday) and arrive within 5 – 10 days, depending on your location.
Please note that all delivery times are estimates only and are subject to change without notice.
Deposits taken for purchases of any item(s) that require ordering are not refundable if the item(s) cannot be cancelled without penalty to DreamWerks Bath. If the item has already been received or is ready for shipping from the supplier, any restocking charges assessed by the supplier or costs to manufacture that have already been incurred at the time of cancellation are the sole responsibility of the customer and will be deducted from the deposit prior to refunding the balance to the customer. If a deposit has been placed but the order has not been finalized due to the purchaser, after 60 calendar days the deposit is considered non-refundable.
If an order is cancelled prior to shipment, delivery or pick-up, payment will be refunded in full, minus any and all costs already incurred by DreamWerks Bath at that time. Payment for cancellations will be made to the original purchaser and credit card purchases will be refunded to the original credit card used at the time of purchase. Cancellations received after shipping, delivery or pick-up are treated as a returns – see Returns section below for details.
All returns require a Return Merchandise Authorization (RMA) from our Customer Service Department. Please e-mail us at info@DreamWerksBath.com to obtain an RMA. The reason for the return must be clearly stated in the e-mail. Before taking any action you must have received a response from DreamWerks Bath, with an RMA number. All shipments sent to DreamWerks Bath without an RMA number will be refused and the associated charges will be the sole responsibility of the sender. No returns will be accepted or any credit granted without an RMA.
All claims for non-damaged DreamWerks Bath brand returns must be made within 30 calendar days of receipt of merchandise, and only apply to merchandise in perfect (as-shipped) condition and in the original, undamaged packaging. Non-damaged, non-DreamWerks Bath item returns must be made within 10 calendar days of receipt of merchandise.
All returned items must be returned in “new” or “like new” condition, in undamaged original manufacturer’s packaging and crating materials when applicable and with all original product materials, manuals and instructions.
The following types of items may not be returned under any circumstance:
▪ Items that have been partially or completely installed and/or assembled
▪ Custom or special orders
▪ Discontinued items, unless the product is faulty
▪ Any products identified as “Floor Model” or “Off Price” or any other term indicating that the item is not first quality merchandise, whether the item(s) have been picked up or not
To provide any credit or replacement units we must first have a chance to receive and completely inspect your return. After the product is received, inspected and verified to be in “like new” condition, a full refund will be provided based on the product purchase price minus any original shipping charges and any return shipping charges and minus a 20% restocking/re-handling charge.
If you refuse an item delivered by a commercial freight company for any reason other than externally visible damaged merchandise or a shipping error by us, the item shall be treated as a customer return and charges described above shall be applied. Any additional freight carrier charges shall be billed to you.
Items being returned must ALWAYS be sent via ground transportation, insured by the sender. The sender is responsible for arranging the shipping carrier and pick-up for delivery back to DreamWerks Bath, unless the return is due to no fault of the sender (for example, damaged merchandise or wrong item received). Shipping charges for items that are sent back by any means other than ground transportation (cheapest available) will be the responsibility of the sender. This includes when the item is being returned at our expense – it must be sent cheapest method possible. DreamWerks Bath will arrange the pick up and pay the freight and insurance for items returned due to manufacturer error, damages or any other reason that is not caused by the purchaser.
Payment for returns and/or refunds will be made to the original purchaser and credit card purchases will be refunded to the original credit card used at the time of purchase. All other purchase types will be refunded by check. Purchases made by check will be refunded up to 14 days after inspection of returned items or after the cancellation date.
RECEIVING YOUR ORDER
Upon placing your order, it will take approximately (2) days to process. We prepare the product(s) and have it ready to be shipped via your own preferred shipper. In the event that you do not have a carrier, contact us and we will provide you with a quote. Unless specifically requested, no truck lift-gate service is ordered for delivery. If you need another type of delivery please contact the freight carrier directly. Contact details will be emailed to you the day after shipping.
In some cases (larger orders) your shipment may consist of a number of individual boxes placed on a single pallet. The pallet may need to be separated to be unloaded. Please note that you may need to have at least one other person to help the driver with unloading. If you do require additional unloading help or lift-gate services from the carrier, you may contact the freight carrier directly to request such service, however any additional charges for custom unloading are to be your responsibility.
When receiving your order, you are responsible for the following:
- Count all pieces of your freight. Ensure that all pieces are accounted for BEFORE you sign for them (for example, if you have signed for 5 pieces, but only received 4 pieces it will be assumed by DreamWerks Bath and the freight carrier that you have actually received 5 pieces).
- Check shipment for any visible damage to containers. If the boxes are dented, crushed, scratched, punctured, or cut it is very important to mark this on the bill of lading. If there is a possibility of damage it may be necessary to open the box and mark the actual damage on the bill of lading. It is important to be specific. See Refusing a Freight Shipment for more details.
1. Check the contents (inside) all boxes before the driver leaves to ensure that the contents do not have concealed damage. Due to the nature of the products we sell, boxes that have been dropped may not show obvious signs of external damage. This is very unusual, but could happen. The driver may refuse to allow you the time to open specific boxes – if this is the case, open the boxes as soon as possible, but not later than 5 business days after the delivery, to inspect for damage. If we need to replace a damaged item it is in your best interest to contact us immediately, so we don’t sell out of this item during the time you waited to report the issue. If the item is no longer available, customer service will assist you to make alternative arrangements, or arrange a refund.
Purchaser agrees to indemnify DreamWerks Bath in full for any damages or liability that it incurs related to the delivery of merchandise or product that is caused by any negligence or omission on the part of the purchaser.
DAMAGES & REFUSING A FREIGHT SHIPMENT
If the shipment is damaged and unusable, it may be necessary to refuse part or all of the order. Call us at 630-350-0101 after refusing any shipment. DreamWerks Bathroom will assist in filing a freight claim for damaged freight if the carrier is one that we have provided to you. If the carrier was chosen by the consignee then it will be the responsibility of the consignee to file such a claim.
Any external evidence of loss or damage that occurred during transit is considered visible loss or damage and must be noted on the bill of lading and signed by the carrier’s agent (driver). Failure to adequately describe the visible loss or damage could result in the carrier delaying or refusing to honor the freight claim.
Any damage that occurred during transit that was not visible at the time of delivery is considered concealed loss or damage. Due to rough handling in transit it is possible to damage the contents of a container without damaging the container itself. If such a situation occurs it is important to contact DreamWerks Bath immediately for instructions on how to handle the claim. Please do not file a claim with the freight company yourself – if they deny your claim we have no recourse with them and thus cannot replace anything that is damaged. If a claim is to be filed it is important to save the container that the damaged merchandise arrived in. At least two clear pictures are to be mailed or e-mailed to customer service immediately at info@DreamWerksBath.com . You must open all received boxes and inspect products for concealed damage within 7 calendar days (5 business days) of delivery and DreamWerks Bath must be notified at that time. After this time frame, claims may not be honored.
FREIGHT CARRIER FEES
Should you use a freight carrier provided by us, DreamWerks Bath is only responsible for curbside delivery. DreamWerks Bathroom will pay the basic delivery charges to the curb, and the residential delivery charge (assessed by all carriers) only. If other services, such as in-home delivery services are requested by the customer and billed to DreamWerks Bath, all such fees shall then be re-billed to your credit card.
If the freight carrier is unable to deliver the freight due to problems with contacting you or setting up delivery appointments, storage fees may be assessed by the carrier – in such case all storage fees are the responsibility of the customer and shall be billed to your credit card. Any additional freight carrier’s fees such as re-delivery, special notification, storage due to lack of response to appointment requests, returns due to lack of response and lift-gate services, are the responsibility of the customer (unless otherwise noted on your order). The customer is also responsible for additional charges caused by a change of address without notification in the required amount of time (7 days prior to delivery)
- No categories