Policies FAQ

The most common questions regarding business policies are detailed below. Much of the information in this section also appears in the How to Buy FAQ.

Should you have any questions or concerns not covered here (or in the support FAQ sections), please use our support and contact form to reach us.

 

All our FAQ documents are designed for short and quick reference. You may also want to consider reading our Terms of Use and Policies documentation available by clicking here.

If you have any questions or concerns not listed here, please feel free to contact us.

If you wish to learn more about our company, please visit the About Shaneybrook section of our site.

 

Policies

1. Guarantees & Representation.

All Shaneybrook newly manufactured products are created with the utmost care and attention to detail to maintain the highest quality product available within our industry today. Shaneybrook's vintage and antique products come from many different sources and range widely in terms of quality of manufacture, materials, and current condition. All products sold through Shaneybrooks are guaranteed to be accurately represented (in condition report and photographic detail). If you feel a product purchased from Shaneybrooks is not as represented in the condition report and/or photographic detail, a Shaneybrooks officer will issue a Return Authorization Number and make return shipping arrangements.

Please note: unless otherwise agreed to in writing and in advance of a sale/purchase, a return is usually subject to restocking fee(s) and merchandise credit.

Please also see Merchandise Returns, Return Authorization Numbers, Restocking Fees and Merchandise Credits below.

2. Purchasing on approval.

On rare occasions, some products can be sold on an "approval" basis. An "on approval" sale must be arranged through a Shaneybrook officer, with written agreement prior to purchase. Once a shipment is delivered, acceptance must be determined within 72 hours of the delivery time. Products that are not accepted must be logged in for return shipment before the 72 hours has lapsed. No return of any kind will be accepted after 72 hours have lapsed.

Please also see Merchandise Returns, Return Authorization Numbers, Restocking Fees and Merchandise Credits below.

3. Merchandise returns.

Sales from Shaneybrook, Inc. and our website, Shaneybrook.com, are considered on an "as is" basis and those sales are final unless other prior arrangements are made in writing by a Shaneybrook officer. If a Shaneybrook officer has authorized a merchandise return, it must be returned within the specified time period agreed upon in writing. That officer will supply a Return Authorization Number (RAN) (see Return Authorization Number below).

Please note: most merchandise returns are subject to a restocking fee (see Restocking Fees below). Sales tax (on purchases within the State of Maryland and Pennsylvania), shipping (for shipment in either direction) and packing/handling fees are non-refundable. Balance due to clients/customers on authorized returns will be offered as a Shaneybrook credit exclusively and only if pre-sale arrangements have been made in advance and in writing.

Returns are not available on custom manufactured "made to order" products, rug anchor padding, stair rods, stair clips and some other products/items (as noted on appropriate product pages).

Please also see Return Authorization Numbers, Restocking Fees and Merchandise Credits below.

4. Return Authorization Numbers (RANs).

On rare occasions, a Shaneybrook officer may authorize a merchandise return. In such cases, that Shaneybrook officer will issue a Return Authorization Number (RAN). The RAN must appear on the exterior of the package. For security and other reasons, merchandise shipped to Shaneybrooks without an RAN will be refused and sent back.

Please also see Merchandise Returns, Restocking Fees and Merchandise Credits below.

5. Restocking fees.

When authorized returns are accepted, a restocking fee will be assessed against any funds due to the customer or client. Newly manufactured products authorized for return are subject to a restocking fee of 30%. Vintage products authorized for return are subject to a restocking fee of 35% for each individual item(s) returned within the required period of time and within keeping and limited to such authorization by a Shaneybrooks officer.

Please also see Merchandise Returns, Return Authorization Numbers and Merchandise Credits below.

6. Merchandise credits.

If for any reason (above or otherwise) a product is returned to Shaneybrooks, a credit for the amount of the purchase (minus any applicable fees: restocking fees, return shipping costs, etc.) will be applied to that client or customers account. Merchandise Credits are non-transferable and can only be used towards other services or purchases from Shaneybrooks. Merchandise credits exclude and cannot be applied to third party charges such as shipping. Merchandise credits must be used within 90 calendar days of the return date (that is, the date Shaneybrooks receives the return shipment and it approved to be in the condition in which is was originally sent to the client/customer).

Please also see Merchandise Returns, Return Authorization Numbers and Restocking Fees.

 

7. Packing and handling.

Shipments of Shaneybrook products do carry a small packing and handling fee to insure delivery with proper packaging with approved packing materials for the safest shipment possible. Packing and handling fees vary on different products but tend to fall between $5.00 and $35.00 If you are interested to learn of a products packing and handling fee and do not see packing and handling information on the product page, please use our contact and support form (and be sure to make reference to which product you are inquiring about).

 

8. Shipping and packing requirements.

Outgoing and incoming shipments are required to meet packing specifications for proper shipment and transit. Shipments that do not meet these requirements, if subject to damage during shipment, may not be covered by the shipment carrier.

For a guide on how to best package your rug for shipment, please see our guide: Preparing Your Rug For Shipment.

If you are returning an item (through our On Approval or the Merchandise Return program, please be sure to obtain authorization for the return from a Shaneybrook officer. If the pending shipment is eligable for return as per a pre-sale written agreement, a Shaneybrook officer will respond with a Return Authorization Number (RAN) which must clearly visible on the exterior of the package.

Please also see Merchandise Returns, Return Authorization Numbers, Restocking Fees and Merchandise Credits above.