FAQ
--About Product--
1. How long does it take to make the product?
- Usually the production of the product takes 3-6 weeks to complete, and sometimes there will be delays due to holidays, we will notify you separately! this time does not include trays/handles, etc.
2. Can I see the marble slab before the product is made?
- Yes, when you place your order, we will send you a picture of the marble slab used in your order! At the same time, we will also send you the layout of the marble slabs used in the order products.
--About Order--
1. Do we offer unloading and installation services?
I am sorry that we do not provide unloading and installation services for the time being. When the package arrives, you need to unload and install it yourself. The accessories required for installation will be in the package!
2. Where do we ship from?
- We have our own factory and warehouse located in China, so we will ship from China!
3. Where can we ship?
- We can ship worldwide (except APO/FPO/DPO address)
4. Do I need to pay tax on my order?
- Your order amount already includes taxes and fees, so you don't need to pay other fees for it.
5. Can I cancel my order?
- Due to the characteristics of the product, if you want to cancel/change the order after your payment, please contact us within 24 hours after placing the order. After 24 hours, for the order that is in production, we will charge 10% of the order Amount of charge, more than 24 hours and the order has been shipped, I'm sorry, we can't cancel the order for you!
- It should be noted that for customized orders (changes in stone material, size, etc.), once production starts, returns and exchanges will not be accepted.
6. Can I change my order information?
- For any order that needs to be changed, you can contact us to change it when the order has not been shipped. For orders that have been shipped, I am sorry that we cannot change the information for you, so please check your order carefully when placing an order Information (product size, color, delivery address, contact information, etc.)
7. Can I return my order?
- We always reserve the right to exchange or return your ordered item within 7 days of receipt. We will refund your purchase price within 7 working days after we receive and accept your return. For exchanges or returns, all shipping costs will be charged.
- Please note that for returns to be accepted, the item should not have been used. You must return this item in the same condition and quantity as received. This also applies to all original packaging and labels on the item. Read more on the Shipping & Returns page.
--About Shipping--
1. How much should I pay for shipping?
- We ship for free! So you don't have to pay any shipping fees for this!
2. When will my order arrive? How long is the delivery time?
- For small products such as marble trays, we need 2-3 working days to prepare your order after receiving your order, and the delivery time is 1-3 weeks.
- For large products such as dining table/coffee table/side table, due to the size and weight of the product, normally the product takes 3-6 weeks to produce. After production is completed, the package will be shipped by sea. The shipping time takes about 5-8 weeks. Sometimes it is delayed due to force majeure factors, so the complete delivery time of the order is about 8-12 weeks, please note that parcel shipping times will vary in different countries, and you can ask us for the specific time!.
- You can find the information about current delivery time for each product in its product description. Please note that the delivery time stated on the website is preliminary. Occasionally delays can occur due to traffic, weather, breakdowns and other unforeseen circumstances. In that case, Fanstonefurniture will notify you as soon as possible.
3. How do I track my order?
- For small products such as marble trays, our system will send you an email with a tracking number and an inquiry link after the package is sent out. You can use this tracking number to check the logistics status of your package
- For large products such as dining table/coffee table/side table, we will transport your package by sea. After the package is sent out, we will inform you of the package tracking number and some detailed information of the package transportation by email. After the package For large products such as dining tables/coffee tables/side tables, we will ship your package by sea. After the package is sent, we will inform you of the package tracking number and the estimated time of the package arriving at your local port via email. When the package arrives at the port in your city, the package will be delivered by truck to the first floor of your building within 15 days. And the driver will communicate with you the specific delivery time before delivery, so please keep the contact information in your order open!
4. About the package being damaged during delivery
- First of all, please check the status of your package and items immediately when the driver delivers it to you. If you find that the appearance of your package is damaged, please write on the receipt/receipt: Damaged, and your signature and driver's signature information are required. Then send us pictures, in this case, please be careful not to refuse the package, otherwise we will not be able to deal with the problem for you.
- Please contact us as soon as possible after receiving the package, we will provide you with a solution. If no questions are asked at this time, the furniture will be considered fully accepted.