Collaborative Trade Professional Annual Membership

At our company, we take great care and pride in providing our customers with the finest quality natural stone products. However, we want to inform you that natural stone is a fragile material that can be easily damaged during shipping. Therefore, we highly recommend our optional internal shipping insurance program for all customers who purchase our natural stone products.

Although the insurance program is not required, it is strongly recommended, as it provides 100% coverage for the replacement of your product, in case it breaks or becomes damaged during shipping. Please note that if you choose to opt-out of the insurance program, we cannot be held liable for any damage that may occur during shipping. It is, therefore, imperative that you inspect your item within 72 hours of receipt and notify us of any damage that you become aware of.

Please keep in mind that natural stone is unique and may contain natural organic holes, markings, and pits. These characteristics are not defects but are what makes each piece of natural stone beautiful and unique. The easiest way to identify shipping damage is to look for any broken elements that have separated inside of the packaging.

Additionally, all of our natural stone pieces are handcrafted and polished by hand, which means there may be slight irregularities and inconsistencies. These are not defects, but rather a testament to the unique beauty of the product and the craftsmanship that goes into making it.

Instructions for Filing a Shipping Damage Claim:

In the unlikely event that your natural stone product arrives damaged, please follow the steps below to file a shipping damage claim:

1. Contact us at info@arcadiancollective.com within 72 hours of receipt of your product to report any shipping damage.

2. Take photos of the damaged item and include them in your email.

3. If your claim is eligible under these guidelines, we will send you a damage claim form to fill out and return.

4. If the item is unable to be used due to the damage, just let us know and we will send you a replacement free of charge. If the item is unable to be used and we no longer have the item available, we will send you a full refund of the price of the product. (Shipping costs and insurance are not refundable.)

5. If the item is still usable, we will work with you to find the best solution that works for you.

Please remember, our internal shipping insurance program is for the unforeseen event that your product becomes damaged during the shipping process, much like purchasing travel or health insurance. We deeply value our customers and their satisfaction, and we hope that this disclaimer and information on our shipping insurance program helps you feel confident in your purchase.

30-Day Return Window:
For those moments when your purchase doesn’t quite match your expectations, we offer the option to return unused products within 30 days of receipt. To facilitate a smooth return process, and to ensure your product arrives back to us in its original condition, we require that all returns be sent in their original packaging. This precaution aids in the safe transit and handling of our finely crafted items.

Condition of Product:
Please be aware that if the product has been used, we are unable to accept it for return. The item must be in its original, unused condition for a return to be processed.

Non-refundable Costs:
Please note that we cannot refund the cost of shipping to or from your location, nor any shipping insurance costs.

Shipping Insurance:
To protect your return, we recommend purchasing shipping insurance. This will cover any potential damages that might occur during shipping, as well as lost or stolen packages. Please note that we cannot accept a broken item. Shipping insurance ensures that, in case of damage or loss, you can claim the cost with the shipping carrier.

Packaging Requirements:
If you are returning a heavy or fragile item, it must be shipped back in the same packaging to ensure its safety. Proper packaging helps prevent damage during transit. Failure to pack these items securely may result in damage and the inability to process your return.

Commitment to 100% Customer Satisfaction:
Beyond the specifics of our warranty and return period, our overarching goal is to achieve 100% customer satisfaction. We understand that each scenario is unique, and we’re prepared to go above and beyond to ensure your experience with Arcadian Collective is nothing short of exceptional.

Contacting Us for Refunds and Returns:
Should you have any questions about processing a return, seeking a refund, or if there are any other inquiries our dedicated support team is here to assist. You can reach out to us at any time via email at info@arcadiancollective.com for prompt and attentive service.

Read our Return Guidelines and Instructions.