FREQUENTLY ASKED QUESTIONS
WHERE CAN I PURCHASE YOUR PRODUCTS?
We sell direct to architects, designers and the consumer through our in-house sales team. Please contact us at info@clastecollection.com to receive price lists, technical information or help with any other questions you might have.
WHAT IS YOUR STANDARD LEAD TIME?
We operate on a standard lead time of 12 - 16 weeks depending on the piece as some take longer to fabricate than others. For special situations we will work with you to accommodate as best we can depending on where we are in the production schedule. We will do our best to inform you of your exact lead time at time of order.
WHAT IF I HAVE A SPECIFIC LEAD-TIME?
Please share your lead-time with us and we will work with you to accommodate it. Rush orders can be accommodated for an additional fee if need be. Please inquire.
WILL MY PRODUCT LOOK THE SAME AS YOUR IMAGES ON THE WEBSITE?
While we make every effort to represent the "true" look of all our products on our website we cannot take into account the various qualities and settings in individual screens and or printed colors. Many of our products use natural materials which are subject to variation in color, tonality, shade, flow, veining, grain, spotting and texture resulting in "normal" variances but we apply strict quality control to ensure as consistent a finished look as possible to all our products.
DO YOU CUSTOMIZE YOUR PRODUCTS?
Other than limited edition runs all our products come with standard available sizes and finishes but if you require a specific size or material for your project we can offer custom orders for some of our products. Typically customization will incur a charge equal to 20-40% of the value of the standard item plus any additional costs related to the price of the custom material. Our lead-time for custom orders is 12-16 weeks. Please inquire.
HOW DO I CLEAN AND CARE FOR MY PRODUCT?
For general dusting and light cleaning of marble use a lint free micorfiber cloth. For further cleaning, dampen the cloth with distilled water and squeeze excess water. Gently wipe the surface then immediately use a dry cloth to wipe the surface again. Repeat the process with clean water as necessary. Polish with a dry cloth after wiping. Do not use abrasive or acidic household cleaning products. For the best maintenance of the product, protect it against sunlight and heat, and try to keep it away from moisture, acidic objects such as lemons and wine as well as preventing excessive dust buildup. The use of coasters or mats under cups, glasses or other objects is recommended to protect against objects that might stain or scratch the surface. This product has been sealed prior to delivery but it is recommended to re-seal the surface every 12 months or as required using Stonetech professional bullet-proof stone sealer by Dupont (or equivalent product).
For cleaning of glass use commercially acceptable product such as Windex or mix 1 cup rubbing alcohol with 1 cup distilled water and 1 tablespoon white vinegar. Use lint free cloth or paper to remove streaks. Regular removal of dust is recommended. The use of coasters or mats under cups, glasses or other objects is recommended to protect against objects that might scratch the surface.
HOW ARE YOUR PRODUCTS SHIPPED?
Our products are shipped via common carrier (motor freight or by water for overseas orders). We have engineered and developed specific crating for each and every product, these crates are designed specifically to ensure, to the best of our ability, safe transport of even our most fragile items. If the buyer wishes to provide their own crating then this is permitted BUT BY DOING SO THE SELLER WAIVES ANY AND ALL RESPONSIBILITY FOR THE SAFE TRANSPORT OF ALL PRODUCTS.
WHAT IF MY ORDER IS DAMAGED IN SHIPPING?
Please examine condition of crates before signing delivery receipts: Our products are thoroughly inspected and carefully packed before leaving our facility. Should you receive products in a damaged condition apparent or concealed, claims for damage must be made against the carrier immediately. Keep all packaging materials.
Apparent Damage: Should visual inspection upon the receipt of a shipment show damage, it must be noted on the delivery receipt and signed by both you and the driver. Failure to do so will result in the carrier refusing to honor your claim. Retain all packing materials and notify carrier within immediately that you wish an inspection report made, so you can proceed to make a claim against carrier.
Concealed Damage: When damage is not apparent until the product is unpacked, then a claim for concealed damages must be made immediately. Retain all packing materials and notify carrier that you wish an inspection report made so you can proceed to make claim against carrier.
WILL I BE CHARGED SALES TAX OR CUSTOMS FEES?
We are required to charge sales tax on the merchandise & shipping total for items shipped to Canada (GST+provincial taxes) and Quebec (GST + QST). Sales tax will not be charged on orders shipping to non- Canadian addresses. For questions regarding sales tax at any of our representative's locations please contact them directly. International orders may be subject to the receiving country's import fees, customs, duty, taxes and/or additional brokerage fees. These funds are not paid to Claste Collection nor are they set by Claste Collection, rather they are paid to and set by individual country/state's government as per import/export regulations and charged by local carrier. The client is solely repsonsible for the declaration of any imported goods as well as any additional fees related to the import and or taxes charged at a local state or country rate . Claste Collection is not responsible for any delays, additional fees or damage to items that may occur during international customs inspection.