Returning Products

Our Return Policy

We focus on customer service and strive for 100% customer satisfaction. We will take the time to ensure your order is correct. Also, some orders my be considered custom and these manufacturers will not accept returns. All Custom Order Sales are considered final. A stock item can usually be returned but a minimum restock fee will be charged plus any shipping and handling fees incurred to ship the product back. If the order was a Free Ship, you will also be liable for the shipping costs to get the product to you. Please Note: Any Return is up to the sole discretion of the Manufacturer and not Greenbridge Mantels. Please call to us to check the specific Return Policy for an item and/or manufacturer.

Product Arrives Damaged

Our products are well packaged to withstand damage during shipping. We crate most items that get shipped via LTL, and we refuse to carry products that are easily damaged during shipping. If an item looks damaged or parts are missing, please notify us. Please note the important instructions below:

• Customer must be present at time of delivery in order to inspect and receive the shipment. Orders that are delivered to a residential address will be contacted by the freight carrier to arrange a delivery time.
• The Customer is responsible for unloading the product from "Back of Truck". We recommend purchasing Lift Gate Delivery so crated/palletized products are removed and lowered off the truck by the driver. (See Shipping page for additional information) If products are shipped on a pallet, this will mean removing the product piece-by-piece from the pallet. The driver's only responsibility is to ensure the product is moved to the rear of the trailer. Many drivers will assist customers in the unloading process, however it is not required nor should it be expected. We recommend at least 2 people be present to unload the shipment. If the driver does assist, it would be nice to offer him a little something for the effort.
• Upon inspection, if any pieces or packages are damaged, appear damaged, or missing please make the driver aware of this fact. Also, on the Bill of Lading that you will be required to sign, please clearly note "Product/Package Damaged" or "Missing Items". Even if the product/package appears only slightly damaged, write "Product Damaged" when you sign for delivery. This is VERY IMPORTANT. Ask the driver if he could initial your comments, as well. Do not refuse a shipment outright without first speaking with a Greenbridge Mantels representative.
• Concealed Damage must be reported to Greenbridge Mantels within 24 hours. A "Concealed Damage Claim Report" will need to be initiated with the freight company. Please keep all shipping paperwork.
• If possible, please take digital images of any damage product. This will assist us in filing freight claims with the manufacturers and carriers.
• Please notify a Greenbridge Mantels representative within 48 hours of the delivery if there is damage or an incomplete shipment. It is preferable that you first call us toll-free at 877-MANTEL9 (877-626-8359) so we can immediately notify the carrier and the manufacturer. Sending e-mail is also acceptable. The carrier will want to inspect all product and packages that are damaged. After inspection, a claim will be filed that will include the following: Original Bill of Lading, Copy of Freight Bill, Original Invoice, Repair or Replacement Invoice, Inspection Report, and Packing List. Hang on to all paperwork.
• If after you have accepted the package you find that parts are missing or damaged, please contact us right away and we will ship you the replacement parts free of charge. Speed matters since most carriers only let us file freight claims within 48 hours of delivery. If we cannot replace the parts, we will have the carrier pick up the package and we will send you a replacement. All returned products should be in the original packaging.