Refund policy

Order Policy Overview

The following policies outline our procedures for order changes, cancellations, production timelines, returns, and refunds. Please review them carefully before placing your order to help avoid delays or additional costs.

Order Changes

You have 24 hours after placing your order to request changes at no additional cost. To make updates, email us at Support@GentryStinson.com and include your order number and contact details.

Our business hours are Monday–Friday, 7:00 AM–4:00 PM (Arizona time).
If your order was placed outside business hours, you have until 4:00 PM the next business day to request changes.

Changes made within 24 hours will not affect your original lead time. However, if revisions require new drawings or approvals, the production lead time will restart once approvals are received.

Changes requested after 24 hours may incur additional costs. Any modification fees will be added to your order total and must be paid before production resumes.
If materials have already been purchased or cut, a fee of up to 40% of the total order value may apply.

Design approvals must be reviewed carefully; any color, size, or specification changes after approval are treated as new change requests and may affect cost and schedule. Address changes or carrier re-routing requests after an order has shipped are billed at carrier rates.

Please double-check all details before confirming your order to avoid added costs or delays.

Order Cancellations

Orders may be canceled within 24 hours of placement for a full refund.
If your order was submitted after hours or on a weekend, you have until 4:00 PM the next business day to cancel.

After 24 hours, all customized, made-to-order, or modified products become final sale—non-refundable, non-returnable, and non-exchangeable.

Cancellations made after 24 hours but before material cutting or purchase may be subject to a 30% time-and-materials cancellation fee. If materials have already been purchased or cut, fees of up to 40% may apply. Once production has begun, cancellations are not permitted.

Lead Time vs. Shipping Time

Lead time is the period required to produce your order—from payment confirmation until it ships.

Shipping time is the carrier’s delivery time once your order leaves our facility. Selecting a faster shipping method shortens only shipping time, not production time.

Production begins once your order is finalized and paid in full. If you request changes, lead time resets and begins again after final approval and payment.

Lead times vary by product; please refer to individual product pages for estimates. Orders containing multiple items ship together once the longest-lead item is ready. Split shipments may be available upon request and may incur additional shipping charges.

Order Returns

We accept eligible returns within 30 days of delivery. Returned items must be in original, unused condition and packaged securely in the original or equivalent protective packaging.

  • All returns are subject to a 30% restocking fee.

  • Return shipping costs are the customer’s responsibility unless we determine the item is defective or incorrect.

  • Original outbound shipping charges are non-refundable.

Returned products must arrive in resalable condition. Used, installed, damaged, or improperly packaged returns may be denied or subject to additional repair or repackaging deductions.

Non-Returnable & Non-Refundable Items

The following items are final sale and not eligible for return, refund, or exchange:

  • Custom, made-to-order, or modified products

  • Special orders or color-matched finishes

  • Custom paint or stain colors

  • Electrical components and lighting systems

  • Gift cards and clearance items

Defective electrical components purchased as part of a shelving option are eligible for replacement only, not refund.

How to Start a Return

To initiate a return, email Support@GentryStinson.com with your order number and reason for return. Once approved, you’ll receive a return authorization and instructions for shipment.

Return Address:
Gentry Stinson LLC
2539 E Rose Garden Ln
Phoenix, Arizona 85050

Unauthorized returns or refused shipments will not be accepted and may incur return shipping and handling fees.

Damages & Shipping Issues

Please inspect your order immediately upon delivery and contact us within 48 hours if you discover damage, defects, or an incorrect item. Include clear photos of the packaging (inside and out), shipping label, and product.

For freight or LTL deliveries, note any visible damage on the delivery receipt before signing and retain all packaging until the claim is resolved. Failure to document carrier damage may limit available remedies.

We will promptly evaluate the issue and work toward a resolution.

Exchanges

For fastest service, return your item first. Once your return is accepted, you may place a new order for the replacement.

Refunds

Once your return is received and inspected, you will receive an email notification of approval or denial. Approved refunds are issued to your original payment method within 10 business days of approval. Please allow additional time for your bank or card provider to process the transaction.

If more than 15 business days have passed since refund approval, contact Support@GentryStinson.com.