ORDER & RETURN POLICY
These policies are meant to mirror and supplement rather than supersede any policies spelled out in your price book and sales contracts with Soho Studio Corp. Where any conflicts or questions arise, please contact your sales representative or the main office immediately, and we will be happy to help you.
Order Processing & Delivery
Please allow 1-3 business days for order processing. Daily order cutoff time is 1:30 pm. Please expect 2-5 days for delivery. Standard orders ship out UPS ground or freight. Please call us to accommodate rush orders. Soho Studio Corp. reserves the right to change a shipping method due to unforeseen circumstances that may affect shipping cost or method of transit. We will notify the customer for approval if additional fees apply.
As we use third party shipping companies, shipments may be subject to damages or delays that are outside of our control. We claim no responsibility for damages or delays caused by third party shippers, although we try our best to work with customers when possible to attain recompense when necessary. Customers who pick up orders from our warehouse are required to visually inspect the product to ensure correct product weight. Once the product leaves our warehouse, we will not accept any claims with regards to quantity.
Freight costs are for commercial deliveries and are curbside only. An additional charge of $35 will apply for pallet deliveries without a forklift or loading dock. Additional costs may apply if your order exceeds one pallet. If you are drop shipping quantities up to 90 units to a customer, this will ordinarily add $10 to your shipping cost for each full 10 items. This is subject to change and may differ for certain items or quantities. Contact us if you have any questions or for drop shipping quantities greater than 90.
Special Shipping: If you require special shipping arrangements such as expedited shipping or shipping direct to a customer or to a non-commercial address, we recommend that you select the Drop Ship or Expedited shipping options and provide shipping instructions when you are submitting your completed order. After this, you are responsible for contacting us directly to receive a shipping quote and ensure that we have all of your shipping instructions. When selecting either of these options, no shipping charge will be added to your order until it has been received and we have determined the necessary charges based on your shipping requirements.
If we do not hear from you directly in a timely manner, we may either cancel your order or move forward with shipping if we feel that enough information has been provided based on the terms laid out here or in your price book. Please note that depending on your account terms, you may be required to pay for these additional shipping charges prior to your order being shipped out, even if you have already paid for the rest of the order separately.
Product Availability: Although we do our best to fulfill all orders, Soho Studio Corp. cannot guarantee the availability of any particular products displayed on this site. Soho Studio Corp. reserves the right to discontinue any products listed on this site at any time without notice. It is your responsibility as the customer to verify product availability when submitting an order. If you place an order on this site which includes any items that are out of stock, that order will be placed on back order in its entirety unless your desire otherwise is explicitly communicated to us by email or fax. Back ordered items will be shipped out immediately to the customer once the material is back in stock. If you need to cancel a back order, please fax or email the signed cancellation request.
Installation: Please ensure that proper installation methods with a skilled installer are used for our material. Different materials require different installation methods.
Natural Product Disclaimer: When purchasing our unique natural stone & glass products, you should expect varying gradations of color, veining, finishes and fills in the product, which are unique to the natural product’s beauty and appeal. The material that is shipped may have some inherent shade variation and should not be expected to be a direct match of the sample on the board or as seen in images on this site. Please remember that in the tile, natural stone & mosaics industry USE CONSTITUTES ACCEPTANCE. Once you install the materials, Soho Studio Corp. will not accept any returns.
Claims: Purchasers understand that all tile is subject to variations in technical specifications. Additionally, purchasers acknowledge that they will inspect and accept shipments with the full knowledge and understanding that any claims concerning the acceptability of the product must be presented to Soho Studio Corp and resolved prior to its installation.
Disclaimers & Limitation of Damages: No warranties, expressed or implied, including warranties arising from course of dealing, usage or trade, are made regarding the information, recommendations and descriptions contained within the product catalog. Soho Studio Corp is not responsible and will not be held liable in contract or tort including negligence, strict liability, consumer protection statutes or otherwise for any special, indirect or consequential damages, including injury or damage caused to persons who fail to heed caution or safety warnings. Once the product is installed, Soho Studio Corp assumes no further responsibility for the product for any reason whatsoever. In addition, Soho Studio Corp makes no recommendations concerning the installation method of the product and assumes no responsibility for the method or type of installation used. The company makes no other guarantee or warranty of the product for its suitability for a particular purpose and specifically disclaims all such warranties not expressly given.
As a result of our dedication to protecting and helping our customers succeed, Soho Studio Corp. provides customers with a 365 day return policy. We will accept a return for merchandise within 365 days of an order. Items must be returned in their original condition. It is the customer’s responsibility to ensure that the tiles are packed and shipped appropriately so the product is not damaged en route. Credit will only be given for product returned in original condition. Please fax or email a Return Request Merchandise Form (RRMF) provided in your price book along with your original invoice. After you have submitted your return request, we will send you an RMA to include with your return shipment. The original shipping charges will not be credited to the customer. If your order qualified for free shipping, a $65.00 freight fee will be deducted from the return credit. Restocking fees are applicable and are specified in your price book. Damages to products must be claimed within 48 hours of delivery of the product and pictures of the damaged product must accompany your return request. No claims will be accepted if good are altered or installed. Please refer to your price book for additional details or contact us directly if you have any questions or to submit a return request.