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In order to offer you a better service, our sale’s policies had to be changed, due to this please consider the following information now that this new sale’s policy will be effective immediately:
• Costume products or with a special measurement, will need an specific line drawing, which will include internal dimensions and external as well, adding a front , back, upper and side view of it, in order to produce the product in according with all the proper specifications. Any measurement or specification not included in this line drawing, will not be our responsibility to change or modify. If you only sent us a photo without proper measurements, again we will not be responsible for any technical errors. This line drawing will be needed to be provided in the moment when it’s being quoted. The following is an example of a line drawing that will be acceptable at the quoting moment:
• The only patina color that we work on are the ones shown in our catalog and upon which the warranty applies for a time frame of 1 year, expect: Sedona, Orange, Matte, Natural, Fire, Red and Natural w/ spots, which warranty will be granted only for 3 months, this is due to the fact that these light color will go through an oxidation process within time naturally. If you need any other color that it’s not included in our catalog, please send us a photo of it and we will match the color and once this patina color gets your final approval we will elaborate your product accordingly. In the case of the Matte patina, we recommend a patina repair kit, for all the maintenance and care of your product. Please talk to your sales associate about the patina color that you desire before we start production on it, now that not every product can be given certain patina colors. (For more information about this please read our “Color Specifications” document). We do not offer any warranty on any patina color different from the following:
• The only 4 hammering styles we officially work for all the products are numbered in the photo below. A photo will be needed for any other hammering style not included in here and once the final test gets your approval, this hammering style will be used in your product. *Depending on the hammering style the rates might change.
• Only in the case of a costume or exclusive products, a photo for approval can be requested, but please keep in mind that the ETA for delivery might be delayed up to 48 hrs. after photo has been approved. Once approved, this product will be packed properly and once inside the box, we will no longer provide any more photos or do any other modification. This is unless it’s required by you and knowing that an additional packing fee or cost in the modification will be included in the final balance, in this way we will not accept any claim once this has been approved by you. For the case of damage while in the shipping transit, we will take care of any claim, as long as you let us know within two days period from the receiving date and if you provide a photo with the damaged product and the damaged box, if this is not done with in this time frame, we will not be responsible for the damage and we will not cover the costs for it.
• For damaged products that came directly from us, you will have up to a month after the receiving date to let us know. Then a proper reimbursement will be given, either partial, total or even a full reposition of the product if is necessary. All this, after we have analyzed the damage accordingly.
o APPLYCABLE DISCOUNTS:
A 50% discount will be given, when a purchase order it’s sent out with wrong specifications, proving that was an error made by D´artesano.
5% discount for orders that shows a delay for 15 days and 10% discount for the ones that shows a delay for 30 days, this due to production time issues. These days will start counting after the official shipping day, previously given.
If you received a complete different purchase order, most likely there was an interchange mistake made by the shipping company, for which a notice should be sent to us immediately, in order to arrange the interchange appropriately.
• If the purchase order´s final balance gets over $2,500 US, and will be shipped within the USA area, it’s convenient (when possible) to ship this order in partial way, this, in order to avoid fees that might apply by US customs. In the case of orders which cannot be sent off separately, customs fees will apply and will need to be covered by the buyer.
A way to avoid issues with US customs, we recommend for your to use your Importer Number, which can be added to the customs purchase order information and can be used to automatically redirect all the charges and fees to you. For more information please visit the following link:
https://help.cbp.gov/app/answers/detail/a_id/198/~/importer-numbers
• For Canada purchase orders please visit:
http://www.cra-arc.gc.ca/tx/bsnss/tpcs/gst-tps/gnrl/txbl/mprtsxprts/mprtdgds-eng.html
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