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Frequently Asked Questions

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  • We accept payment via bank transfer and Visa, Mastercard, American Express or Discover Card.
  • Orders paid with credit card will have an additional cost of 3.5%.
  • 50% of the total must be paid when placing the order. The balance must be paid before the product is delivered.
  • Returns or exchanges of merchandise are not accepted.

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  • During the process of packing your order, our employees check very carefully to ensure that no damaged parts leave our warehouse. Please read the following instructions carefully and take the necessary steps to help us provide you with better service.
  • Unload the pallet(s) in the presence of the truck driver and have him/her sign for any damage that occurred during shipping. DAMAGE MUST BE NOTED ON THE DELIVERY RECEIPT IN ORDER FOR A CLAIM TO BE FILED. PLEASE TAKE PHOTOS AND NOTIFY US IMMEDIATELY.
  • If it is not practical to unpack the shipment in the presence of the truck driver, sign the delivery receipt as “RECEIVED WITHOUT CHECKING CONTENTS.” This will help if damage to the shipment is found later.
  • Merchandise must be inspected upon delivery and all claims must be submitted via email with photographs to gercomercial@concretedecorco.com. Damages that are not visible must be reported within 48 hours of receipt of the merchandise. All claims must be submitted within 48 hours of delivery.
  • Failure to submit the claim within 48 hours will reduce your chances of receiving 100% damage credit. If you are unable to unpack or inspect the items upon delivery, please contact us, otherwise you will not receive 100% credit.
  • We do not give credit for SHIPPING/FREIGHT. We do not replace broken mats, we only give credit for future orders. We cannot ship just 1 item. We do not pick up any items after delivery.
  • Not all claims receive full credit. Some items (fractures, chippings, etc.) receive partial credit and destroyed (or unsellable) items should receive full credit. Most pots have color variations, this does not warrant credit. PHOTOS MUST ACCOMPANY CLAIM TO RECEIVE FULL OR PARTIAL CREDIT.