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SHIPPING & DELIVERY POLICY (Mastella Marble)
 

Mastella Marble is a USA-based custom stone design and fabrication brand located in Virginia, United States. We create and ship custom-cut, made-to-order stone products including marble, quartz, and granite for furniture surfaces and architectural/decorative use—such as dining tables, coffee tables, side tables, bathroom vanity tops, balcony tops, radiator covers, sinks, and other custom applications. Because stone is heavy, fragile, and often custom-made to your specifications, our shipping and delivery process follows strict packaging, handling, and inspection standards to protect both the product and the customer.


1) SALES REGIONS & FULFILLMENT ORIGIN (USA vs. EUROPE)
 

Mastella Marble ships orders to the United States and select European countries. Your order’s shipping timeline, packaging method, carrier options, and costs vary based on the fulfillment origin:

A) “USA Only” Products (Fulfilled from the United States)

  • These items are fabricated, packaged, and shipped from Virginia, USA.

  • Typically faster domestic handling and delivery within the U.S.

  • Packaging and carriers are selected based on weight and fragility (small parcel, freight, or white-glove where applicable).

B) Europe-Fulfilled Products (Fulfilled through Authorized Partners)

  • Some European orders may be produced and/or shipped through our authorized production and logistics partners located in Turkey and select European locations under the Mastella Marble brand standards.

  • International timelines may be longer due to production scheduling, customs, cross-border logistics, and local carrier handoffs.

  • Packaging methods may differ to meet international transit standards and customs requirements.

We always aim to communicate the expected fulfillment origin and approximate timeline in the product listing and/or during the order confirmation process.
 

2) ORDER PROCESSING & PRODUCTION (MADE-TO-ORDER)
 

Most Mastella Marble products are custom-made or made-to-order unless clearly stated otherwise on the product page.

Production starts after:

  • Payment is completed, and

  • Any required details are confirmed (dimensions, edge finish, sink cutouts if applicable, special notes), and

  • If required, design approval is received (shop drawing, mockup, or confirmation message).

What affects production time:

  • Material availability and slab selection

  • Complexity (curves, sink openings, special edges, thickened edges, multi-piece sets)

  • Finishing requirements (polishing, sealing, special texture)

  • Current workload and scheduling

Because every piece is produced to your specifications, rush requests may be possible only if production capacity allows. Please message us before ordering if you have a deadline.
 

3) SHIPPING METHODS (HOW WE SHIP STONE SAFELY)
 

Stone shipments must be handled differently than standard products. Depending on size and weight, we may ship using:

A) Small Parcel (UPS/FedEx or similar)

  • For smaller and lighter stone items that can be safely boxed.

  • Heavy-duty internal protection and reinforced outer packaging.

B) Freight / LTL (Palletized Shipment)

  • For heavy, oversized, or fragile pieces.

  • The item is typically secured to a pallet and protected with foam, edge guards, bracing, and shock reduction packaging.

C) Local Delivery / White-Glove (When Available)

  • In certain regions and for certain large items, local delivery or upgraded handling may be offered.

  • Availability depends on location and item size/weight.

We select the safest and most practical shipping method for your item. In some cases, we may contact you after purchase to confirm delivery details (phone number, access notes, appointment window).
 

4) PACKAGING STANDARDS (CRATING & PROTECTION)
 

Stone can crack if dropped, impacted, or flexed. For that reason, Mastella Marble uses professional packaging standards commonly used by stone fabricators:

  • Foam and shock-absorbing layers

  • Edge and corner guards

  • Reinforced double-wall boxing (for parcel)

  • Wood bracing and pallet strapping (for freight)

  • “Fragile / Stone / Do Not Drop” labeling when appropriate

Important: Even with professional packaging, stone is still fragile by nature. Careful inspection at delivery is required (see “Inspection & Damage Claims”).
 

5) SHIPPING COSTS & CHECKOUT CALCULATIONS
 

Shipping costs are based on:

  • Delivery location (ZIP/postal code)

  • Weight, dimensions, and packaging method

  • Carrier rates and service level (parcel vs freight)

  • Insurance and special handling requirements

For custom orders, shipping may be quoted separately if the product is unusually large/heavy or requires special delivery arrangements.
 

6) DELIVERY TIMEFRAMES (ESTIMATES)
 

Delivery time is typically the combination of:
(1) Production time + (2) Carrier transit time

  • USA Only (Domestic U.S.): Generally shorter transit times once shipped.

  • Europe Fulfillment / International: Transit may take longer due to cross-border logistics and customs clearance.

All delivery dates are estimates, not guarantees. Carrier delays may occur due to weather, peak shipping seasons, customs processing, or carrier capacity issues.
 

7) ADDRESS ACCURACY & CONTACT INFO (CUSTOMER RESPONSIBILITY)
 

Customers are responsible for providing:

  • Correct shipping address (including apartment/suite number)

  • A reachable phone number (often required for freight delivery scheduling)

  • Any delivery notes (gate codes, business receiving hours, etc.)

If an order is returned, delayed, or requires re-delivery due to incorrect address details, the customer may be responsible for additional shipping/handling fees.
 

8) FREIGHT DELIVERIES: APPOINTMENTS, ACCESS & RECEIVING
 

For palletized freight deliveries:

  • The carrier may require a delivery appointment.

  • Standard freight is typically curbside delivery (not inside your home).

  • Some locations may require a liftgate service (additional fee) if you do not have a loading dock or forklift.

  • Limited access roads, rural routes, islands, or high-rise deliveries may require special arrangements.

If special access is required, please contact us before ordering.
 

9) INSPECTION AT DELIVERY (VERY IMPORTANT)
 

Because stone is heavy and fragile, customers must inspect the shipment immediately.

For Freight (Palletized) Deliveries:

  • Inspect the crate/pallet and visible surfaces before signing.

  • If you see damage to the packaging (crushed corners, broken pallet, punctures, loose strapping), note it clearly on the delivery receipt as “DAMAGED” and take photos before accepting.

For Parcel Deliveries:

  • Photograph the box before opening if the box appears damaged.

  • Open the package carefully and keep all packaging materials.

Failure to document visible damage at delivery may limit the ability to file a successful carrier claim.
 

10) DAMAGE CLAIMS (HOW TO REPORT)
 

If your item arrives damaged, notify us within 24 hours of delivery and provide:

  • Clear photos of the outside packaging (all sides)

  • Photos of internal packaging

  • Photos of the damage on the product

  • Photo of the shipping label

  • For freight: a copy/photo of the signed delivery receipt showing damage notation (if applicable)

We will evaluate the case and proceed with the appropriate solution, which may include a replacement, repair, partial refund, or claim submission depending on the situation and documentation.
 

11) RETURNS, EXCHANGES & CANCELLATIONS (STONE INDUSTRY STANDARD)
 

Most Mastella Marble items are custom-made to order. For that reason, returns and exchanges are generally not accepted for:

  • Custom sizes or made-to-order pieces

  • Items made based on customer-provided dimensions

  • Items with custom edges, cutouts, sink openings, special finishes, or special design requests

Exceptions may apply only if:

  • The item arrived damaged and qualifies under our Damage Claims process, or

  • The item has a confirmed manufacturing defect (rare), determined after review.

Cancellations:

  • Orders may be canceled only if production has not started.

  • Once production/material processing begins, cancellation may not be possible or may incur material and labor charges.


12) NATURAL MATERIAL VARIATION (COLOR, VEINING, PATTERN)
 

Marble, granite, and many quartz designs may display natural or design-based variation in:

  • Veining, movement, pattern distribution

  • Shade/tone differences

  • Surface texture appearance under different lighting

These variations are normal and are not considered defects. Product photos are representative; each piece is unique. If you have strict matching requirements, please message us before ordering.


13) INSTALLATION, HANDLING & LIABILITY
 

Stone products must be handled and installed carefully:

  • Use proper support and leveling

  • Do not lift large pieces alone

  • Avoid impacts and torsion/flexing

  • Follow sealing and care instructions if provided

Mastella Marble is not responsible for damage caused by improper installation, misuse, insufficient support, or modifications performed after delivery.
 

14) QUESTIONS BEFORE ORDERING
 

If you are unsure about:

  • Measuring correctly

  • Edge profile selection

  • Fulfillment origin (USA Only vs Europe)

  • Delivery method (parcel vs freight)

  • Timing or special delivery needs

Please contact us before placing your order. We are happy to help ensure you get the right piece, safely delivered.

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