Make-To-Order Products
At Studio Verticale our specialty is procurement of custom, Make-To-Order items. When you purchase a Make-To-Order Product from us, the manufacturer of the product will tailor-make it especially for you, based on your choice of material, color and size combination, available for the product.
Make-To-Order is a highly thorough and labor-intensive process, requiring a careful revision of every part of every ordered piece and a tight coordination of many logistical components. Due to the unique nature of the production and procurement method applied to every Make-To-Order product, we do not offer any returns or refunds on Make-To-Order products.
Quick Ship & Make-To-Stock Products
Quick Ship and other Make-To-Stock products can be returned within 14 days. Our restocking fee is 20%. Shipping charges, if any, are not refunded. Please call us ahead to inform us of your return and to obtain a shipping address for your return. You can ship the product back in its original packaging, with a courier of your choice. The payment for the return shipment will be the responsibility of the customer.
We typically issue a refund within 14 working days from the receipt of your return, once we inspect your return and confirm the contents to be in the same condition in which they were initially shipped.
Damage Claims
To streamline the process of a potential transit damage claim, we ask that you inspect your order for visible damages upon arrival and note them on the bill of lading before signing it. Please note, we will not be able to accept any damage claims without the proper information about visible damages on the bill of lading. If the shipment is severely damaged or there are indications that it might be severely damaged, you have the right to refuse it. We strongly advise taking pictures of any damages you find at the time of delivery. Noting these damages on the bill of lading before signing it is paramount to a successful damage claim. Damage claims with supporting documentation (a bill of lading with damages noted on it & pictures of damages) should be submitted to claims@studioverticale.com. Please include your order number in your email. We reserve the right to only replace the damaged part where feasible.
Floor Models
All Floor Model sales are final and are sold in AS IS condition. Once placed, a floor model sale cannot be canceled and will not be refunded. If you need more information or additional photographs prior to placing an order, please contact us directly. Floor Models are excluded from all promotional offers, including free shipping. The shipping cost is determined after the order is placed and is based on a variety of factors, such as packaging preference, shipping destination and delivery method. We will obtain quotes and provide with an estimate for your approval before scheduling a pickup of the item(s) you purchased. You may also request a packing & shipping estimate from us before making a purchase.
White Glove Delivery (WGD)
Our standard delivery is complimentary on orders over $1,000. Please note that our standard delivery will only get your order curbside. If you need any of the following services in addition to the standard delivery: inside delivery, assembly, installation, packaging materials removal, we can obtain a White Glove Delivery quote for you. We network with a wide range of WGD companies around the country and can request a WGD quote for your project from a company specializing in these services in your area. You may request a WGD quote from us prior to placing your order. The WGD charge is always separate and is not included in your order.
ADDITIONAL INFORMATION
Orders in-transit cannot be canceled by the buyer. We do not offer exchanges at this time. Please refer to the top two sections on this page if you need to return an item.
Glossary:
Make-To-Order - manufacturing process in which products are custom made per the customer's order
Make-To-Stock - already produced goods that are stored in a warehouse and ready for purchase
Quick Ship - a subset of Make-To-Stock production where a selection of popular products is warehoused domestically for quicker access and reduced shipping time