Frequently Asked Questions

Q: How do I Contact you?
Q: How Do I place an Order?
Q: What Payment Methods do you accept?
Q: What if I want an item in another size or stone?
Q: Are there any special care Instructions I need to follow?
Q: How do I check on my order status?
Q: Do you accept International Orders?
Q: What are your shipping methods and charges?
Q: What is your return policy on custom-designed products?
Q: What if I need to Cancel my order?

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Q: How do I Contact you?

Answer:

Email us at mailto:info@marbledirectsale.com

Call us at 636-527-2666

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Q: How Do I place an Order?

Answer:
Even though the products listed on our web site have detailed specifications such as size and material, many items need to be costomized by closely following the specification provided by a customer in order to achieve satisfactory installation at the customer site. So we strongly encounage our costomers to call us once you have made a decision on the style and material of a product. Many times we would like our customer to provide us a detailed drawing of the product you need. This way you won't find youself frustraded about, for example, a small error on the width of a product, after waited for weeks for the product to arrive. By talking to us first about the product you need, we ensure you receive what you want. Once we finalize the product specification, you can proceed with ordering.

Telephone orders can be placed Mon - Fri 9 am to 4 pm CST, by calling 636-527-2666.

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Q: What Payment Methods do you accept?

Answer:

Presently Sinoimport accepts credit card, money orders, personal checks, business checks, cashier¡¯s check, or wire transfer. Under most circumstances, you will make two payments for your order. We ask for a 30% non-refoundable deposit at the time of order, with the remainder due when the product is ready to ship (aprox. 2 weeks before final delivery to you). Shippping cost is not included in the price listed on our website so we will charge you the shipping fee as well. Once we receive full payment, we will relesse your order to shipping company. If you choose to pay with personal check, an additional hold may apply for the check to clear. To avoid additional hold, you may include your driver¡¯s license number, state of issue, and phone number.

Because Sinoimport operates in the state of Missori, we are required to collect sale tax on orders shipped to Missouri addresses. Those who live outside of Missouri will not be charged sales tax for orders placed with Sinoimport, but may want to consult applicable tax laws in their state.

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Q: What if I want an item in another size or stone?

Answer:

For custom orders, these items may also be ordered by calling or emailing us. Please include all specifications, and attach pictures (if needed), include (if applies) your own design that you want to have designed per your specifications. Because our stone products are individually hand-carved, anything can be carved. We understand sometimes the sizes and/or stones we have in current stock may not fit your design or space requirements, custom work is welcomed. Designers and/or Custom Builders welcome.

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Q: Are there any special care instructions I need to follow?

Answer:

Marble is softer and more porous then granite. Marble is a good choice in kitchens and bathrooms. When polished and sealed it repels soap scum. It is easy to clean and adds elegance and beauty in any application. In general, farm sink made by marble does not stain because marble has very little porosity. Most colors will never show any moisture. Also marble is one of the hardest stones available. It cannot be scratched in ordinary use. Occasionally clean with ordinary window cleaner. There is a variety of products to clean marble readily available at your home improvement store or super store.
GraniteIn general, products made in granite does not stain because Granite has very little porosity. Most colors will never show any moisture. Also Granite is one of the hardest stones available. It cannot be scratched in ordinary use. Occasionally clean with ordinary window cleaner. There is a variety of products to clean granite.

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Q: How do I check on my order status?

Answer:

If you¡¯d like to check the status of your order, we encourage you to refer to your order confirmation where you will find the lead time for the items you ordered. Please note that the lead times reflected are approximate. Shipping transit times add one to three weeks to your lead time depending on the item shipping method used and destination.

In general most items ship in 4-8 weeks depending on the complexity of the items, and take approximately 7-14 business days for delivery to you. Once your item(s) have been shipped you will receive an email from us. We are always here to answer anything question you might have. So please do not be hesitate to contact us.

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Q: Do you accept International Orders?

Answer:

Yes, Sinoimport accepts international orders. Our ocean liner can normally give us very competive freight price. However, you are free to use your own freight forwarding company. We can quote you either CIF or FOB price according to your preferrence.

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Q: What are your shipping methods and charges?

Answer:

Since our products are shipped from overseas, our main challenge is shipping our products safely, as damage free as possible, to our customers. Sinoimport has been doing international shipping for many years and has very competent freight forwarder partner that carefully packages and prepares your shipment. If the packaging is found to be the problem for damage during shippment, we will have your order re-made and ship it to you without any additional charge.

Due to the ever rising fuel cost, and freight fuel surcharge, we reserve the right to adjust your shipping charges to actual cost. In most cases this might happen in the case of very large freight, taking considerable space in the truck, and/or weight of freight items of 2,000 pounds or more. We will provide you a copy of the actual freight bill if the adjustment was done. In some cases, the actual shipping charges will not be known until the freight carrier picks up the freight and it is measured and weighed. We apoligize for any inconvenience, but if we are able to keep our prices at wholesale, any actual shipping cost we are unable to assorb. By purchaseing one of our freight products, you are hereby agreeing to this and all of our terms and conditions.

Please follow the listed suggestions; they are based on years of experience in dealing with shipping companies.

Step 1) When the shipper delivers your packages you will have to sign a release in order for you to obtain your delivery. Please, immediately inspect the outside of your packages very carefully, looking for any scrapes, smashed corners or edges, holes, ripped sides or any visible damage you can find. If you find damage to your boxes note this with the shipper immediately before the driver leaves. This will buy you time if the shipping company or you don¡¯t have the time to open and check the damaged parts.

If at all possible, open all packages in front of shipper at the time of delivery. If damage is found make a detailed list and note this with the shipper. Do not throw away any of the packaging materials or the boxes. The shipping company will need to inspect this before a claim can be processed.

Step 2) Make your claim for damage immediately with the shipping company; do not wait. The longer you wait, the longer it will take for the shipping company to reimburse you for your claim. (Sinoimport is not responsible to replace any part damaged during transit).

Step 3) If you sign your release form with the condition ¡°subject to inspection¡±, this means nothing to the shipping company. You need to inspect for damage if possible at the time of delivery. If all of these steps are followed, the shipper will approve your claim for damage. Once we have approval from the shipping company on your claim, we will immediately ship all replacement parts. If your claim is denied because you forgot or did not follow the listed guidelines, you have eliminated our ability to help you. All replacement parts for damage denied by the shipper will have to be reordered and paid by the customer.

UPS and FEDEX have limit on the weight and size of each package. Anything larger or heavier must be shipped by common carrier.
Shipping and Handling cost can not be determined until the order is packaged and weighed.

If you would prefer to use your own carrier, or require NEXT DAY, 2ND DAY, 3RD DAY, please notify us as early as possible, this request may not be possible, as we insist on using carriers with insured delivery.

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Q: What is your return policy on custom-designed products?

Answer:

Because artisans craft these items to your specifications, custom-designed products, and made-to-order items are not refundable.

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Q: What if I need to Cancel my order?

Answer:

Sinoimport works to ship orders as quickly as possible. For this reason, we cannot guarantee that we will be able to cancel your order after it has been placed. If you need to cancel your order please call us ASAP (within 5 hours of placing your order) and we will do our best to cancel your order. If your order has already shipped or production started, please see our Returns policy for further instructions.

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