Returns Policy

Please note that our Return Policy only refers to products that were purchased directly from Castello USA. If you are looking for warranty information, please see our Warranty page. If you are looking to return a product that was not directly purchased from us but from another seller, please contact the seller directly for their rules and standards on returning an item.

We accept returns within 30 days of delivery or pick-up date. To receive a refund, merchandise must be undamaged and unmodified, in its original condition and packaging, with all parts and accessories included. We must be contacted either by phone or by email. Please see our Contact page for more information on how to reach us. You must have your order number and be able to provide any other information that you may be asked including name, address the item was shipped to, and the item that was purchased. Inability to provide all requested information may result in a rejection of the return. If the return is approved, the buyer will be responsible for a 30% (Minimum $100) restocking fee and for shipping charges which are not refundable. Please note that we are not responsible for labor fees in any circumstance. The refund wlll be released after the product has been received back and has been inspected for any damage or issues. The cost of the restocking and shipping fees will be deducted from the refund, as well as the cost resulting from any missing or damaged parts, missing or damaged accessories, or damage to the main product itself.

Please note that issues that arise after the initial 30 day period will fall under our standard warranty. Please see our Warranty for details in regards to what is covered. Products that are discovered to have a defect may have exceptions made in regards to returns or replacements, but those will be considered on a case-by-case basis. Please note that customer preference and remorse-related issues (for example, "not liking the color", "item style does not match our space", or "item ended up not fitting our room") are not considered defects and such products would still fall under our standard return policy. Pictures of products may look different on different monitors with different settings and provided for initial references only. We cannot guarantee that what you see on your screen will look exactly as an actual product, as most of our assortment are handmade and/or handfinished and can have variations in size, color, finish. Please also make sure that you properly measure your space prior to purchasing the item. Measurement sheets are available for many of our products on their product page, or can be requested from us. If you would like to purchase a sample of material, or would like additional images or information about our products so you can make a more informed decision, simply contact us and we would be happy to assist you.

We guarantee prices for all completed orders. Order is complete when payment is processed regardless whether this product was actually delivered. Should customer cancel the order after payment was processed then all normal return policy rules including restocking charges and other fees apply. Sales of special order or special request items are final at the time of purchase and cannot be cancelled or returned. Please note that any flooring and tile purchases from third party vendors are final in all circumstances.

Special Case - Product was damaged in shipping or transit

Please always inspect your item at the time you receive it. Do not delay in opening the package and checking the item.

If you received a product that was damaged in transit:

• If the item was delivered by Small Parcel (UPS, Fedex, USPS) and was damaged, you must contact us within 30 days of receipt of the item. The item must not have been used or installed. Please contact us through our Contact page to open a claim. Please have pictures of the damaged product and the box as well as your order number ready before contacting us. Any claim of this nature made beyond 30 days will not be accepted.
• If the item was delivered by LTL or Freight, please inspect the item before the delivery driver leaves. If the item is discovered damaged, please take pictures and video of the product and refuse the shipment for being damaged. Do not sign for the item. Contact us through our Contact page within 24 hours to inform us of the situation. If you are not able to open the package before the driver leaves, please be sure to note any damage to the package on the shipping document that the driver will present to you to you sign. If the item is then opened afterwards and discovered to have been damaged, please take pictures of the damage and contact us as soon as possible. Failure to notifiy us and provide us with pictures of the issue in a timely manner may result in your claim being rejected.

Shipping Policy

We can ship to anywhere in the mainland United States. For orders to Alaska, Hawaii, Puerto Rico, or any offshore islands (including Manhattan, Long Island, Martha's Vineyard, the Florida Keys), please contact us to see if shipping is possible for the product that you want. There may be extra shipping and handling charges for any shipment to these locations. For shipping to Canada, we are able to ship to the border but will not be able to ship beyond that. You will be responsible for providing us with a freight forwarder to customs agent to sent the item to. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. Please contact us to discuss further details.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

Additional notes

• Freight shipments require a scheduled appointment. Client must respond to the freight companies request to schedule an appointment. If the customer has not been contacted by the carrier within 5 days of receiving the tracking number, it is the customer's responsibility to contact the shipping company to make the appointment. If the appointment is not scheduled in a timely manner, storage fees will begin at which point we will have the product returned to our warehouse. The customer will be responsible for the shipping of the product there and back, 30% restocking fee, and any other fees that may have been charged. Customer will be refunded minus the fees and charges.
• Please note that all LTL/Freight shipments are only to the curbside. They will not typically take your product inside the house or building. Please be sure to account for this, especially when ordering products that are large and heavy.