SHIPPING & RETURNS
POLICY
Shipping Policy & Procedures
Shipping fees at Sutton Concepts LLC are calculated once your order has been packaged at our factory. These costs are determined by several variables, including the total package weight, dimensions, required insurance coverage, final destination, and the specific shipping method selected. We encourage clients to contact us directly regarding any special shipping instructions or to request formal shipping quotes. Please be advised that due to market price fluctuations, Sutton Concepts LLC cannot consistently provide price protection for products once they have shipped. Our team is available by phone to help you evaluate and select the best shipping options for your needs.
Sutton Concepts LLC remains committed to the timely delivery of all ordered products; however, we are not liable for delays resulting from the operations of our affiliated shipping carriers. This lack of responsibility extends to delays caused by severe weather events, labor strikes, or other unforeseen complications encountered by these third-party carriers. Furthermore, any guarantees associated with a selected shipping method apply strictly from the actual date of shipment rather than the date the order was placed. For orders involving drop shipping to customers, we can facilitate plain packaging with no branding or logos upon request, though customers should be aware that shipping costs for large items may impact final confirmation.
Return Policy & Procedures
Please understand that many of our products are sold as integrated kits or packages, and as such, we cannot resell individual components independently once the package has been opened or separated. Consequently, Sutton Concepts LLC does not accept partial returns for any order, regardless of the underlying reason for the return, unless a specific written authorization has been issued by our management in advance.
Should you have any further inquiries or require clarification regarding the specific details of our shipping and returns policies, we encourage you to contact us directly. Our customer service team is available at (800) 830-2920 or via email at info@suttonconcepts.com to assist you with your needs.
All authorized returns are subject to a minimum restocking fee, the exact amount of which is determined by the specific type of goods being returned. For comprehensive details regarding these charges, please refer to the full Terms & Conditions available on our website. Returns are processed strictly in the order in which they are physically received at our facility. While standard return processing typically takes up to 7 business days from the date of receipt, we understand that certain situations may require more urgent attention. If you have a return that must be handled in an expeditious manner, please contact our customer service department, and we will make every effort to accommodate your request based on current volumes.
For returns that necessitate a monetary refund, please allow for an additional 5-7 business days for the credit to be applied to your original payment method after the initial processing is complete. To ensure a successful return, the shipment must include all original merchandise and services associated with the specific order number and invoice. As previously noted, because these items are frequently sold as specialized kits or packages, Sutton Concepts LLC cannot accept responsibility for individual items returned outside of their complete original set.