As part of our ongoing commitment to providing efficient, consistent, and high-quality service, we are issuing an update to our Return and Claim Guidelines. These procedures ensure timely processing and proper handling of all freight and product related inquiries. We kindly ask that all customers review and adhere to the following requirements.
1. Damaged Shipments – Prepaid Deliveries (Shipped by Patara Stone)
A “Prepaid Delivery” indicates that Patara Stone arranged the freight and shipped your order using our own carrier account. For these shipments, any damage must be reported within 24 hours of delivery. All damage claims must be submitted to claims@patarastone.com and include:
- A Bill of Lading notated at delivery with the damaged quantity and carrier-issued exception number
- Photos of all damaged products (multiple angles)
- Photos of the pallet/crate as delivered
- The purchase order number
Please note: If the BOL is not notated at the time of delivery and an exception number is not issued, the claim will be automatically denied, as we cannot file or recover the loss from the carrier.
2. 3rd Party / Collect Shipments (When You Use Your Own Carrier)
If you choose to dispatch your own carrier or utilize a third-party freight service:
- All freight-damage claims must be handled directly between you and your carrier.
- Patara Stone cannot file, support, or recover claims on your behalf.
- Replacement material may be shipped at your cost once a new purchase order is received.
3. Overages (Receiving More Product Than Ordered
If you receive quantities in excess of what was ordered, no action is required other than notifying us. Please email claims@patarastone.com with:
- Product details
- Quantity received in excess
- Corresponding purchase order number
We will arrange pickup of the additional material at no charge to you.
4. Wrong Product Received
If an incorrect product is received, we will resolve the matter promptly. Please email claims@patarastone.com with:
- The purchase order number
- A brief description of what was received versus what was expected
Our customer service team will coordinate the return of the incorrect item and expedite shipment of the correct product.
5. Customer Returns – Change of Mind / Excess Material Ordered
If you wish to return product due to project changes, customer preference, or ordering excess material, simply email claims@patarastone.com with:
- The purchase order number
- Product details
- Quantity to be returned
Our team will provide return instructions.Please note:
- A restocking fee will apply to these types of returns.
- Returns are accepted within 45 days of purchase for stock items only.
- All credits are subject to final approval following inspection of returned materials.