Returns, Cancellations & Refunds

FloatingShelves.net is operated by Gentry Stinson LLC. Most products sold through this site are configured or built to order. This policy explains when an order can be changed or cancelled, when a return is eligible, and how shipping damage and warranty claims are handled.

Order Changes

Changes may be requested within 24 hours of order placement at no additional charge. If an order is placed outside normal business hours, the change window extends until 4:00 PM Arizona time on the next business day.

To request a change, email Support@GentryStinson.com with the order number and requested revision.

After this change window, modifications are subject to production status and may require additional charges. If materials have already been purchased, cut, finished, or otherwise committed to the order, the added cost may be substantial.

Order Cancellations

Orders cancelled within the initial 24-hour change window are eligible for a full refund.

After that period, configured and made-to-order products become committed production orders. If production has not started, Gentry Stinson may, at its discretion, accept a cancellation subject to a 30% cancellation charge. If material has already been purchased or cut, charges of up to 40% of the order value may apply. Once production has begun, cancellation is not permitted unless approved by Gentry Stinson in writing.

Configured and Made-to-Order Products

Products manufactured or finished to the customer's selected dimensions, surface, finish, paint color, veneer species, mounting condition, lighting preparation, or other configuration are made to order. This includes configured floating shelves, display pedestals and pedestal sets, fireplace mantels, and wall-mounted furniture.

After the order-change window expires, these products are final sale and are not eligible for return, refund, or exchange because of buyer preference, measurement error, finish selection, color selection, or other customer-selected specifications.

Eligible Standard-Stock Returns

If a product is expressly identified by Gentry Stinson as a returnable standard-stock item, an approved return may be made within 30 days of delivery. The item must be unused, uninstalled, undamaged, and returned in original or equivalent protective packaging.

A 30% restocking charge applies to approved standard-stock returns.
Return freight is the customer's responsibility unless the product was shipped incorrectly or is determined by Gentry Stinson to be defective.
Original outbound freight and expedited shipping charges are non-refundable.
Unauthorized returns and refused shipments may be rejected and may incur additional carrier and handling charges.

Non-Returnable Items

Configured, made-to-order, custom-size, or modified products
Custom or project-specific paint, stain, veneer, laminate, or finish selections
Products that have been installed, field-finished, modified, damaged after delivery, or otherwise used
Electrical components except where covered by the applicable limited electrical warranty
Clearance, closeout, or specifically designated final-sale items

Damage, Incorrect Items & Freight Claims

Inspect all shipments promptly. If an order arrives damaged, incomplete, or incorrect, contact Support@GentryStinson.com within 48 hours of delivery.

Photograph the shipping label, exterior packaging, interior packaging, and the affected product before discarding any materials. For LTL or freight deliveries, visible damage should be noted on the delivery receipt before signing. Retain all packaging until the claim is resolved.

Shipping damage is handled separately from a manufacturing warranty claim. See our Shipping & FOB Phoenix Pricing Policy.

5-Year Limited Product Warranty

Eligible Gentry Stinson manufactured products are covered by our 5-Year Limited Product Warranty. Covered product value is 100% in Year 1, then 85% in Year 2, 70% in Year 3, 55% in Year 4, and 40% in Year 5.

Electrical components supplied by Gentry Stinson are covered for 90 days, subject to the written warranty terms.

A warranty claim is not the same as a return for preference or specification change. Approved warranty remedies are governed by the written warranty and may include repair, replacement, or the applicable pro-rata product credit.

Refund Processing

Approved refunds are issued to the original payment method. Please allow up to 10 business days after approval for us to issue the refund, plus any additional processing time required by the bank or card issuer.