FAQ & Policies Page

San Carlos Imports
2768 S.E. Loop 820
Fort Worth, Texas 76140

All orders in the Dallas and Fort Worth area are eligible for extra discount, call us for details.

Email: customerservice@sancarlosimports.com

Frequently Asked Questions & Policies Page

What credit card can I use, and is it safe to place an order using my credit card on your website?
You can use any of the following credit cards to make a purchase on our website: MasterCard, Visa, American Express, and Discover, we also accept Google Pay, Apple Pay and PayPal. We take your security issues seriously, and all online transactions are handled with industry-standard SSL encryption. When you enter your credit card number using our order form, it's transmitted across the internet in an encrypted or scrambled form, and then encoded when the order gets to us. Throughout the ordering process, your credit card number is encrypted and safe. Additionally, for added security, once you enter the ordering process, you will see security access boxes pop up, which tells you that you are proceeding in a secured section. With your approval, you can continue in the ordering process. You may also place an order using PayPal payment.

I would like to buy something, but I do not want to use my credit card. Can I still purchase the item?

Of course! If you do not want to use your credit card online, you can place your order by calling us toll-free at 1-877-671-0157. For your convenience, you can purchase any item by check, money order, email, or by calling us for more information.

If I decide to purchase something online using my credit card, when will my credit card be charged?

If you order online, as with many other merchants, we place an authorization hold on your payment card account for the approximate amount of any purchase you make. You might see such authorization request on your online statement. This request is not actual charges; they are tests to confirm that your payment card account is active and has available funds to accommodate transactions. Authorization holds are removed by your financial institution shortly after your purchase clears. The amount of time it takes to remove authorization requests varies by financial institution. Your credit card is then charged the total amount when your order is packed and ready to ship. If you place your order over the phone, your credit card is charged the total amount when your order is packed and ready to ship.

What do you do with the information you gather during the ordering process?

When you order, we need the following information to process and fulfill the order: customer name, mailing and shipping address, email address, credit card number, and expiration date. San Carlos Imports will not sell your personal information to anyone. From time to time, we will provide statistical information about our website, such as sales and traffic volume, to other vendors. However, these statistics will never include personal information.

What is your Privacy Policy?

San Carlos Imports is committed to our customer's privacy. This site is hosted by Bigcommerce. Bigcommerce hosts the store pages, ordering system, and order data. Bigcommerce automatically collects order information, but only uses this information in the aggregate. Please see the Privacy Policy (sancarlosimports.com) for more information.

Will I be charged sales tax if I order online or by phone?

That depends on where you want the order to be shipped. Since San Carlos Imports is based in Texas, any order shipped to a Texas address will be charged the current sales tax rate, which is .0825%. On the other hand, if your order is shipped to an address outside of Texas, we will not collect or charge you sales tax. San Carlos Imports is not responsible for collecting or submitting sales or use taxes for any state other than Texas.

Explain your Free Shipping Offer Policy?

We want to make your shopping experience on our website easy and hassle-free. Every item you order includes free shipping to most addresses in the continental U.S, with the exception of remote rural areas. However, orders shipped to Hawaii or Alaska will incur additional charges at the buyer's financial responsibility. Most of our home accessories and small pieces of furniture will be shipped free via UPS ground. Our large furniture pieces will ship free via motor freight and are subject to the freight company's rules and regulations.

Please note that our free shipping offer only includes curb-side delivery or self-service. The delivery truck will unload your shipment, but it is your responsibility to unpack and move your furniture inside your home. The driver will not help you. Our free shipping offer does not include inside delivery, delivery to buildings, delivery before or after regular working hours, delivery on weekends, or delivery to any second-floor or higher residences.

If you change your address during transit, you will be charged a reconsignment fee, paid by the customer. It is your responsibility to be present or have someone present during the delivery of your order/shipment. If you are not home at the delivery time, you will be charged a $45.00 redelivery fee.

If you live on an unpaved or small narrow road and your home is not accessible by delivery truck, you must provide a means of transportation from the delivery truck to your home or the freight company's terminal to your home. You may incur a remote delivery surcharge if your ship-to address falls outside of the geographical area normally served by our carriers or delivery addresses that are called "limited delivery areas." If this is the case, we will notify you with the additional "surcharge delivery fee" before we ship your order. If you have any questions concerning this delivery surcharge, please contact us. 

What is White Glove In-Home Delivery Service and Basic In-Home Delivery?

For an additional fee, you can purchase "White Glove Delivery Service" with your furniture order. This service includes in-home delivery, where the delivery company will call you to arrange a date and a 4-hour appointment window once your item(s) arrive at the local terminal. On the day of your appointment, one or two delivery professionals will arrive at your home, unload, unpack, and carry your furniture inside your home and place it in your room of choice, up to the second floor. If needed, they will assemble your furniture and remove all packing materials from your home. You must call us first to set up "White Glove Service." This service cannot be added after your order has been shipped, and the service fee is non-refundable.

Basic In-Home Delivery includes a call from the delivery company to arrange a date and a 4-hour appointment window once your item(s) arrive at the local terminal. At the time of arrival, delivery personnel will bring the boxed items inside your home and place them in the immediate entryway or garage only. This service does not include moving items to any room, assembly service, unpacking, or removal of debris.

What is my responsibility at the time of delivery and what should I do if I notice my piece is damaged?

We take great care to securely pack, box, and strap your furniture piece to a pallet before delivery to your home. However, if you have ordered white glove in-home delivery, the delivery company will deliver the piece boxed, without a pallet. Before signing the delivery receipt, please inspect the package for any outside damage. If you notice any damage, such as dents, tears, crushing, or holes, immediately inform the driver and unpack the piece in question in their presence. If you find that the piece is damaged, write down the details of the damage on the delivery receipt and keep a copy for yourself. Please note that any damage or loss during transit is the responsibility of the carrier, as we have carefully packed and inspected your package to withstand normal handling in shipment. If you notice any loss or damage, please inform the carrier at the address provided on the receipt.

If you receive a shipment from UPS Ground delivery and find that the item is damaged, you must report it to us within three days of delivery so that we can file a claim and replace the damaged item. It is crucial that you notify the delivering carrier in writing as soon as possible and request an inspection of the damage item. Please refuse delivery of any visibly damaged merchandise. If you do refuse delivery and properly note the damage on the driver's delivery receipt, we will file all necessary claims with the shipping company and send a replacement item to you. If you fail to note damages at the time of delivery and refuse the merchandise, you may face significant delays, additional expenses, and shipping charges to correct the damage.

If you have any questions about our free shipping offer, damaged merchandise, or your responsibility during delivery, please call us at 1-877-671-0157. Please note that chimeneas are subject to free shipping only to commercial addresses, not residential addresses.

When can I expect my order to be delivered to my home?

We strive to make all the products on sancarlosimports.com available to you as quickly as possible and ship them within the estimated time quoted on the product description. Our goal is to ship all small home accessories within 48-96 hours on all items shipped via UPS Ground. If your order is shipped via UPS Ground, you can expect delivery within 4-7 business days. Please note that the delivery date is based on shipping your order from Texas. If you have ordered furniture pieces, please expect an additional 3-7 days for delivery after it has shipped from our warehouse, depending on the freight company's rules and shipping schedules. We will notify you by email when we ship your order with delivery and shipping information, along with the freight company’s tracking number. It is the buyer's responsibility to be present at the time of delivery. If nobody can be present at the time of delivery, please let us know, and we can make new arrangements. During peak shopping seasons, such as the holidays, please expect up to an additional five days before your item is shipped. We will provide you with up-to-date shipping information on every item we sell. We appreciate your understanding and patience.

What is your Cancellation Policy?

If you decide to cancel your order, please notify us by email as soon as possible. All cancellations must be in writing. You can cancel your order at any time during the ordering process, as long as your order has not been shipped, without incurring any penalties. However, once your order has shipped and is in transit, the customer will be responsible for all shipping costs incurred and a 20% return/restocking fee. Refusing your order at any time after it has been shipped is considered a canceled order, and all cancellation fees will apply, including a 20% return/restocking fee, plus the return shipping charges back to our warehouse in Texas. Please see our return policy for more information. So, please think twice before canceling your order.

Satisfaction Guarantee & Returns Policies.

Our customers' satisfaction is the foundation of our success. If for any reason you are not satisfied with your purchase, you may return the item within 7 days of receipt and receive a partial refund, less the 20% return/restocking fee of the purchase price. The item must be in its original condition and properly packed for safe transit, packed as received. You can return any item that has not been assembled. No refunds will be issued on items that have been assembled. All items, including furniture and chimenea, returned will incur a 20% return/restocking fee, plus the return shipping charges, which are the customer's responsibility or the person who is returning the item. All special-order items are non-returnable and non-refundable. Please note that every piece of rustic furniture is handmade and unique, giving it a one-of-a-kind look. Imperfections will exist in appearance, texture, size, and/or finish. Additionally, the color shade of each piece may have slight variation because they are made with natural products applied by artisans, and lighting conditions of the image taken. The actual finish will vary in appearance from any examples shown. In addition, worm-wood may be used to enhance the rustic appearance. Normal cracking of your kiln-dried rustic furniture adds to the handcrafted beauty and uniqueness of the piece, so it may not be considered a defect. If you have any questions, please call us toll-free.

Refund, Credits & Accounts.

The crediting of credit card accounts shall be governed exclusively by this agreement. In the event we determine to provide credit to your account in accordance with the terms and conditions of the agreement, after verification, San Carlos Imports will issue credit to the original account number charged or payment. Anticipate account crediting within 30 days of our notifying you of your account credit amount.

Will the item I purchase be identical to the item on your website?

No, it is unlikely that the item you purchase will be identical to the one on our website because all of our items are handcrafted, making each one unique. We inspect every item before shipping it to you to ensure that it closely resembles what is displayed on our website, but slight variations in color, pattern, or texture may be present. If you are not satisfied with your order, please notify us. Please note that all special-order items are non-returnable and non-refundable. Rustic furniture is handmade, and imperfections may exist in appearance, texture, size, and finish. Additionally, the color shade of each piece may have slight variations due to the use of natural products applied by artisans. Normal cracking of your kiln-dried furniture adds to its unique beauty and may not be considered a reason for return. Our manufacturers may use wormwood at their discretion to further enhance the rustic appearance. If you have any questions, please contact us via our toll-free number.

Will your rustic furniture match my rustic furniture I already have?

No, our rustic furniture is unlikely to match what you already have for a couple of reasons. Firstly, rustic pine wood darkens as it ages, meaning that the new piece you purchase may be lighter than the one you already own. Secondly, there are many Mexican manufacturers of rustic pine furniture who make the same style and design using the same pine wood, but they may use different finishing or staining techniques, resulting in a lighter or darker stain than what you have. While our rustic furniture may not match what you already have, it will blend well together.

Are all your products available to ship?

Yes, all the products that we offer for sale on our website are stocking items and/or available to ship. However, since many of our products are handcrafted, availability is subject to change at any time. If we are unable to fill your order, we will notify you immediately by email or phone. Please note that we will not bill your credit card until your order is packed and ready to ship. Although we try our best to project inventory levels on every product, demand for some products may be unpredictable, leading to potential out-of-stock situations.

San Carlos Imports retains the right to modify, alter, or update these policies at any time without prior notice. We also reserve the right to refuse service, edit or remove content, or cancel any order at our discretion without the need for justification.

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