Last updated: August 2026
Two kinds of order, two sets of rules
Custom work is cut to your dimensions in your species and finish. It has no second buyer, so it is not returnable. Custom orders are covered by our Custom Order Terms.
Standard products and samples bought through the online store can be returned under the rules below.
Shipping
Where we ship
We deliver and install throughout Southern California, including Los Angeles County, Ventura County and Orange County. We ship finished work to the rest of the United States by freight.
We do not currently ship outside the United States.
Local delivery and installation
Delivery dates for installed projects are scheduled with you after fabrication is complete. Someone with authority to accept the work must be on site.
Site requirements for installation are listed in Section 6 of our Custom Order Terms. If the site is not ready on the scheduled day, a return trip fee applies.
Freight shipments
Panels ship crated on a pallet by LTL freight. Curbside delivery is standard. Inside delivery, liftgate service, appointment delivery and residential delivery are available at additional cost and must be arranged before shipping.
You are responsible for being available during the carrier's delivery window, for unloading from the curb unless you purchased liftgate and inside delivery, and for moving crates into the building.
Inspecting a freight delivery
This part matters. Freight carriers limit how long you have to report damage, and once you sign a clean delivery receipt, a damage claim becomes difficult.
Before you sign:
- Photograph the crate on the truck, before it is unloaded.
- Look for punctures, crushed corners, water staining and shifted banding.
- If anything looks wrong, write damaged on the delivery receipt and describe what you see, then sign.
- Photograph the contents within 24 hours.
- Email the photographs to office@element-decor.com within 48 hours of delivery.
If you follow these steps and the goods were damaged in transit, we handle the carrier claim and remake the affected panels at no cost to you. If a clean receipt was signed and damage is reported later, we will still help with the claim, but we cannot guarantee the outcome.
Shipping costs and timing
Freight is quoted per order based on crated dimensions, weight and destination. The quote is valid for 30 days.
Transit time is typically three to seven business days after pickup for continental United States destinations. Carriers do not guarantee transit time, and we cannot guarantee it on their behalf.
Title and risk of loss pass to you when the goods are delivered to the carrier.
Returns
Samples
Sample boxes are non-returnable. If your box arrives damaged or incomplete, email us within seven days and we will replace it.
Sample fees are credited toward a project when you order within 90 days.
Standard products
Unused standard products in original packaging may be returned within 14 days of delivery.
To return:
- Email office@element-decor.com with your order number and the reason.
- We issue a return authorization number and the return address. Returns sent without an authorization number are refused.
- Ship the goods back, properly packed, within ten days of receiving the authorization.
Refunds are issued to the original payment method within ten business days of our receiving and inspecting the return.
What comes off the refund. Original shipping is not refunded. Return shipping is yours to arrange and pay for. A 15% restocking fee applies to freight-shipped items, because they must be uncrated, inspected and recrated.
Not returnable: custom-cut, custom-sized or custom-finished items, opened finish and adhesive products, sample boxes, visualization fees, and anything damaged after delivery.
If we got it wrong
If we shipped the wrong item, the wrong species or the wrong finish, or the item has a manufacturing defect, tell us within seven days of delivery. We pay return freight and either remake the item or refund it in full, your choice.
Order cancellation
Standard product orders can be cancelled at no charge before they ship. Once a tracking number is issued, the order is treated as a return.
Custom orders are governed by Section 5 of our Custom Order Terms.
Contact
Element Decor
20371 Prairie St, Chatsworth, CA 91311
Shop visits by appointment only
323-431-3818
office@element-decor.com