**DISCLAIMER**FoxDen Decor is not responsible for ANY charges that may incur from your contractor during the installation of your piece.Custom OrdersEach and every item is handmade to order so some variation will occur in style and color. What you see online will not be an exact replicate of what you will receive but style and finish will be very similar.Free Shipping ExclusionsWe offer free shipping on all items within the continental United States. This means Alaska and Hawaii are not free. Please contact us for an additional quote. Rural areas, mountainous areas and areas that a semi can’t access easily, also may be excluded as well. If you live in an area that is excluded from residential delivery, we will ship the items to the nearest terminal in your area for pick up. This will be determined by the shipping company at time of delivery.FreightLarge items are shipped Freight on a pallet. Delivery will be to your home via curbside service but please note that lift gate service is an additional expense that is not included. If you would like a lift gate, please notify us at time of purchase.Small items are shipped via FedEx ground.DamageAll damaged items must be reported within 3 days of delivery date. If item is broken, a claim will be filed with shipping company and settled upon claim resolution. Each occurrence is unique, so we will work with you to resolve the matter that is most convenient for you. Please keep packaging and take photos of the broken item as this is necessary for filing claims. If you suspect any damage, please mark “possible concealed damage” when receiving your item from the freight company. Even though there may be no visible damage outside the packaging, sometimes interior damage may occur. This is because each item is handled with a fork lift and if handled roughly, items can break.DissatisfactionIf for any reason you are unhappy with your piece, this must be reported within 3 days of delivery. Sometimes a 15% restocking fee will apply. This does not apply to specialty orders. We do not offer refunds on any specialty orders but will be happy to replace the piece.Residential Delivery ExclusionAreas in New York, Maine, New Jersey, Delaware, Pennsylvania and other north easter states sometimes are excluded from residential delivery. Freight companies have difficulty driving large freight trucks to such areas. Items will be shipped to nearest facility where they can be picked up.ReturnsWe do allow returns within 5 days of receiving your product. Buyer is responsible for return charges and once item is returned in same condition as it left our warehouse, a full refund will be given.CancellationEach and every item is custom made so a 15% cancellation fee will apply if you purchase the item and choose to cancel it after 5 days. You can cancel an order within 5 days without any penalty. All orders go into production within 4-5 days of purchasing, so the cancellation fee is to recover some cost of material and labor. Our lead time is 6-8 weeks for production. This does not included shipping. If an order takes longer than 10 weeks, you may ask for a refund without any penalty and one will be given in full. However, if your item is completed before 10 weeks and you request any changes to your piece that may post-pone the shipping date, then it is exempt.Change RequestsWe understand that each piece won’t look exactly like the photo, but we try our hardest to come as close as possible! If you receive a photo of your piece and feel it varies greatly from the original photo, you may submit a change request and our team will work with you to make sure the piece meets your standards. Change requests typically take 3 days, depending on the change requested.If there are any questions or hesitations, please contact us anytime at 888-666-1113 or send us an email.