Sales, Return & Refund Policies

Payment Terms: Every Old World Stonework’s creation is considered a custom order. It is always our goals to accomplish our customer’s unique applications and goals associated with their new cast stone focal point. Prepay with Check, Credit Card or C.O.D. (Freight company charges 6% of final balance) Any changes made after an order has been placed is subject to additional fees. NSF checks are subject to a $25 service fee. No C.O.D. service available on Accessories. Freight is included with Accessories.

Deposit: A 50% non-refundable* deposit is required on all orders before production can begin.

*Please note that if an order is canceled before it is placed into production then you may be eligible for a full refund. A 100% payment is required on Accessories except orders placed as a Collection which must include the Mantel/Shelf, Firescreen, Tool Set, and Log Rack.

Payment is due in full before shipment. Once production has begun, if canceled, there is a 50% restocking charge.

Crating: Add $200 for each crate required for shipping. No crating required on Accessories.

Shipments: All stone orders are produced and shipped from our factory. The customer is responsible for all freight charges. All claims on apparent or concealed shipping damage should be reported to Old World Stoneworks immediately. Save all broken stones and all packing material. Old World Stoneworks will replace any chipped or broken pieces reported via email to [email protected] within one week of delivery.

Delivery: The freight company delivers to the curbside only and will not deliver inside the house. We always request that your crate be delivered by a truck with a liftgate. However, a liftgate is not always available with the carrier in your area.

When the freight company calls you to make an appointment for delivery ask them if they have a liftgate available. In the event they do not have a liftgate available, you will need to have 3 or 4 people there to unload from the trucker’s tailgate. The stones are very heavy. Dropping or lifting the stones can cause personal injury. Old World Stoneworks is not responsible for any injuries that may occur as a result of trying to move or lift our products.

We are not responsible for expenses incurred with the delivery including scheduled masons, assistants or missed appointments.

Completion: Allow 4 to 6 weeks for completion of orders. Custom Orders Require 6-8 weeks.

Warranty: Our products are warranted to be free from defect, except those related to the natural color variation inherent in the production of cast stone.  Every Accessory is hand-forged and has a unique finish. The hand finishes create a unique one of a kind custom item.  Any defective product will be replaced as long as it is reported within one week of delivery.

Rush: An order may be expedited for $400. This will guarantee a less than 4 week lead time provided the order is paid in full in advance.

Holding: If you are not able to accept delivery on the date specified on your order, Old World Stoneworks will hold your order for up to 4 weeks from our completion date, provided the balance is paid in full. After this period a storage fee of $100 per month will be required to hold/store the order

Returns: If an order is returned after it has shipped, there is a 50% return/restocking fee. A refund of no greater than 50% (less the freight and crate) will be issued. Upon arrival at our factory of the return, stones/accessories will be inspected for damage.  If any stones/accessories are damaged on the return, the cost of these stones/accessories will come out of the customers 50% refund. The customer is responsible for making their own return shipping arrangements and any additional shipping costs, ie recrating and handling fees to our factory.

Cancellations: If an order is canceled after production has begun and before shipment, then the 50% deposit is non-refundable. If the product has been paid in full and has not shipped, a 50% refund will be issued without delay.

Notification that order has shipped: You will receive an email notifying you that your product has left the factory.  We will provide you with the freight carrier’s name, the telephone number for tracking and a tracking number which is individual to your crate.

Notification by freight carrier: Old World Stoneworks has requested that you be notified by the freight carrier so you will know when to expect delivery.  If you have not heard from the freight carrier within 10 days of notification of shipment date, call the tracking number we will provide to you.

Damage: If the crate looks damaged, please write “DAMAGED CRATE” on the delivery ticket the truck driver will give you to sign. If the crate looks OK, but you have not inspected the contents, write “DELIVERY ACCEPTED WITH EXCEPTION – CONTENTS HAVE NOT BEEN EXAMINED”. Do not let the truck driver do this for you.

If you have damage, call us immediately toll-free 800-600-8336. We will take care of everything. We MUST be notified within 7 days of delivery and you must write the above message on the delivery ticket. Keep all broken stones and packaging until an agent from the freight company has inspected these items. We will replace any broken stones as soon as possible, usually within 14 days of your call.

Technical Support: Please feel free to call our toll free number for any information.  We welcome your call and will gladly talk with you regarding any mantel, overmantel, range hood, or accessory questions.  Installation instructions for our mantels can be found here and range hood installation instructions can be found here.

By placing an order on the Old World Stoneworks website, over the phone or through email or any other correspondence with an Old World Stoneworks representative you agree that you have read and understood the above Terms and Conditions and agree to be bound by them.  Old World Stoneworks reserves the right, at its sole discretion, to change, modify, add or remove any portion of these Terms and Conditions in whole or in part, at any time; we may notify you of such changes by any reasonable means, including by posting the revised version of these Terms and Condition on the Website.  However, any change to these Terms and Conditions shall not apply retroactively to any claim or dispute between you and Old World Stoneworks or after the order has been placed.