Epoch Design stands by the quality and craftsmanship of our products. Therefore we offer a free Limited Lifetime Warranty for all of our merchandise. We pledge to repair or replace, at our option, any product or component that is defective in material or workmanship for the lifetime of your product. If your product is determined to be defective, contact our Customer Service Department at 800-589-7990 (9-5 PST) and we will assist you in procuring the correct replacement parts free of charge. The Lifetime Warranty excludes normal wear and tear, deliberate or accidental damage, and does not extend to misuse, finishes, rust, or improper installation.
Shipping is included in the price of all items. We ship most items via FedEx Ground, and oversize items or multiple quantity orders via common LTL (Less than Load) Truck/ Freight carriers. Items will be delivered via curbside service unless otherwise negotiated. If you would like to inquire about threshold or White Glove delivery, you will need to contact us prior to placing your order to receive quotes for such services. If any items are damaged upon arrival, please take pictures and let us know within 72 hours. Often, we can ship individual replacement pieces out you via FedEx ground which will arrive much faster than freight. In-stock item orders are usually processed and shipped within 72 hours, and you should expect to receive your order within 14-21 days. If an order is placed for an out of stock item you will be notified of a cancellation and your order will be refunded in full. For expedited shipping, contact us at firstname.lastname@example.org prior to placing your order. We provide tracking numbers via e-mail so you can track your merchandise to your home. We currently ship throughout the contiguous United States. We generally do not ship to Hawaii, Alaska, Puerto Rico, or Canada. However, in some cases we may be able to accommodate you. Please Contact Us directly for more information.
Sales Tax Policy
There is no sales tax collected on any order shipped outside of Washington state. Epoch Design will collect the appropriate sales tax for orders shipped within Washington state. This will be added to your total when placing your order.
Orders may be canceled anytime before they have shipped, without hassle and free of charge. However, we pride ourselves on prompt shipment, so if you change your mind about your purchase, you should call our Customer Service Department 1-(800)-589-7990 (9-5 PST) within 24 hours to ensure we will be able to stop your shipment without penalty. Cancellation of orders that have already been shipped will be subject to our return policy. A cancellation number will always be assigned upon cancellation. You will need to provide this cancellation number in the event of any discrepancy. Orders will be subject to our full return policy if the order is refused.
Damaged or Missing Parts Policy
Our excellent packaging and shipping experience reduces the chances of damage. However, in the event of damaged items, contact Customer Service at 1-(800)-589-7990 (9-5 PST) and we will gladly assist you in getting the necessary replacement parts free of charge. If you notice damage to your merchandise packaging upon receipt, please notify the shipping company immediately and record any damages on the delivery receipt. Concealed damage must be reported to us within 5 days of arrival. Pictures may be required in the event of hidden damage. If there are partial damages or shortages, accept the good item(s) and list damages/shortages on the delivery receipt. If the product is refused and damage is noted on the delivery receipt, we will send free replacement parts to correct the problem or replace the item free of charge at our discretion. If a replacement is declined and you would rather cancel your order, upon receipt of the merchandise, we will issue a refund, store credit, or exchange at your request, less actual roundtrip shipping charges. Refunds are also subject to a 15% restocking fee.
Customer satisfaction is our top priority. If you are unsatisfied for any reason with your purchase, you can return it at your expense within 14 days of receipt of your purchase. The item must be unused and contain all parts and packaging included with the original shipment. To return items please Contact Us via phone or e-mail for an RMA (Return Merchandise Authorization). All returns are subject to the outbound shipping charges. For items with shipping included, we will charge our actual outbound shipping expense. Refused or undeliverable shipments, and orders cancelled after shipping will be handled as a standard return. The cost of return shipping as well as outbound shipping will be deducted from the refund. All refunds will be issued in the original form of payment, and are subject to a 15% restocking fee. The restocking fee is waived for exchanges and store credit.
When are we collecting information? Your information is collected only when you register on the site, place an order, enter a contest or sweepstakes, or respond to a communication such as e-mail. When ordering or registering, we may ask you for your name, e-mail address, mailing address, phone number, credit card information or other information. You may, however, visit our site anonymously. Like many websites, we use “cookies” to enhance your experience and gather information about visitors and visits to our websites.
How do we use your information?
We may use the information we collect from you when you register, purchase products, enter a contest or promotion, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:
- To personalize your site experience and to allow us to deliver the type of content and product offerings in which you are most interested.
- To allow us to better service you in responding to your customer service requests.
- To quickly process your transactions.
- To administer a contest, promotion, survey or other site feature.
If you have opted-in to receive our e-mail newsletter, we may send you periodic e-mails. You can always opt-out at any time following the instructions in the e-mail received.
How do we protect visitor information?
We implement a variety of security measures to maintain the safety of your personal information. Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. When you place orders or access your personal information, we offer the use of a secure server. All sensitive/credit information you supply is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our databases to be only accessed as stated above. However, if you feel uncomfortable you are welcome to e-mail, mail, fax, or phone in your order toll-free at 1-(800)-589-7990.
Disclaimer of Liability
To the extent permitted by law, neither Epoch Design nor any of its employees will be liable in any way for any loss, damage, cost or expense suffered or incurred by you or claims made by you because of your use of this site, unavailability of this site or in connection with any of the products, services, or information advertised, offered, or supplied through this site. Epoch Design maintains the exclusive right to cancel or refuse any order without limitation, including price omission, incorrect price, typographical errors, suspicion of fraud, and delivery area restrictions.