Shipping Policy: At Sierra Lifestyles, your satisfaction is our #1 priority and we take pride in providing you with fast, dependable and safe delivery service. Each order is shipped using USPS unless otherwise requested. We do not guarantee or promise delivery dates, which is why we request that our customers plan ahead and place timely orders that allow for both in-house and transit time. Lead times represent the average times for us to ship products and are not to be taken as a guarantee. Instead, they should be used as a guideline for estimating lead times. Contact Customer Service to arrange for expedited shipping at email@example.com.
Expedited Shipping Services available include UPS Next Day, 2-Day and 3-Day Services. Sierra Lifestyles will not be liable for expedited shipping charges due to delays in order lead times. Expedited shipping services are offered only to speed up the transit time and are determined on an individual basis.
Products marked "In Stock" are items that we usually have in stock. These items normally ship from the warehouse within two business days, Excluding weekends and holidays; however, these products are subject to prior sale and availability, and lead times are not guaranteed. Custom-made products can have varying ship times and we recommend ordering custom products well in advance to avoid project delays. The lead time for wood items is 10 days to allow for the production of each order on an individual basis.
Occasionally, items shown to be in stock or available get pre-sold. On the rare occasions this occurs, you will be sent an email notification that your item is on backorder. You have the option to wait for the item, cancel your order for a full refund or select a different item to order. Sierra Lifestyles is not liable for costs associated with shipment delays.
Damaged & Defective Goods: At Sierra Lifestyles we understand that occasionally, a product may get damaged in transit or there may be a manufacturer product defect. Rest assured, we will make sure we do everything we can to bring it to a satisfying and timely conclusion. For us to offer this level of service, however, we need a little help from the customer in the form of a detailed product inspection immediately upon delivery. This will make things much easier if you decide to return the item. An emailed picture will be required for any defective or damage claim.
Small Package Deliveries: Damages need to be reported within 2 days so we can file a claim on your behalf and work to quickly resolve the issue. Please be aware that replacements or refunds can be hindered or denied if the customer fails to notify Sierra Lifestyles of defective or damaged merchandise within two business days of receipt. Sierra Lifestyles will replace damaged or defective goods for no additional charge. If a return is desired instead of replacement, the "Standard Return Policy" applies. Please note, however, that failure to follow the return procedure for the damaged item may result in a charge for the replacement item. Failure to follow return procedures for the damaged item may result in refund delays or application of in-store credit only. Please note that returns as a result of buyer’s remorse will incur a 20% restocking fee.
Information You Provide
- Contact and identification information, such as your name, postal address, telephone number, and email address;
- Payment information, such as your payment card number and expiration date, or Paypal account number;
- Information about your purchases, returns, and exchanges.
- Information you include in your communications with us or in connection with a satisfaction or research survey (including demographic information, such as your age, gender, income range, and occupation); and
- Content you submit, such as photographs, product reviews, and details about your projects and property.
Terms and Conditions: Price, specifications and terms of offers are subject to change without notice. By placing an order with Sierra Lifestyles, you are accepting the possibility that entry errors may occur and will not hold Sierra Lifestyles responsible for these SKU, typographical and/or photographical errors. With respect to items sold by ATGStores.com, we cannot confirm the price of an item until you order; however, we do NOT typically charge your credit card until after your order has entered the fulfillment process. Despite our best efforts, a small number of the items on our websites may be mispriced. If an item's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation. By placing an order, you agree that Sierra Lifestyles will not be held liable for price discrepancies and you acknowledge and understand that human error does occasionally occur, especially when dealing with such a large number of items.
Contact Us: To insure clarity all communication should be provided by email to firstname.lastname@example.org
30-Day Return Policy: If you would like to return an item that is in new condition with original product tags and packaging that has not been installed, used, worn or modified, you may return the product at your expense within 30 days of purchase. Customers who place orders online are responsible for the accuracy of their product selection and information entered.
Step 1: Acquire Authorization and Instructions:
- To begin the return process, please email email@example.com.
- We will email you a Return Authorization (RA) number, which must be on the returned package, and return instructions.
Step 2: Shipping Product Back. The keys to a successful return:
- Good Packaging: Repack products for return in the original box with original packaging material and tags attached to merchandise. No opened items are returnable. Please inspect the items before opening the plastic bag. Use the return label provided or your own label and write the RGA# exactly as instructed by Sierra Lifestyles. Do not write on the products, so that they maintain like-new condition. Improper labeling may result in the denial of return.
- Ship & Insure: Next, ship the product to the warehouse address provided using a carrier that will provide both a tracking number and delivery confirmation. If we are unable to confirm delivery of your item, this may result in the denial of a refund.
- Tracking Number: We require that returns are shipped via a carrier that will provide you with a return tracking number (please note that this is provided by the shipper and is not the RGA#). If a return is shipped without a tracking number the customer will be liable if the item is lost by the carrier and no refund will be issued. Providing a tracking number will also accelerate your return process. Retain your tracking number and email it to us at firstname.lastname@example.org so that we can check on the progress of your return. If you have not received credit within 14 days from the date of delivery to the warehouse, please contact email@example.com and provide them with the tracking number so that we can expedite the credit process for you.
- You will have 30 days to return the product from the date that Sierra Lifestyles provides approval and RA #. After 30 days, the Return Authorization will expire and no replacements or refunds will be given.
- In the event that a return becomes damaged on its way back to the return destination, Sierra Lifestyles will inform the customer via email that the item was received damaged and hold the product for up to 30 days. It is the customer's responsibility to file a claim with the shipping carrier and instruct Sierra Lifestyles concerning what to do with the damaged product. If Sierra Lifestyles has not received notification or response from the customer within 30 days, the item will be donated or destroyed.
Step 3: Refunds
- Once the returned item has been received, verified to have all of its original contents and packaging, and also confirmed to be free of damage, modification or wear, the refund credit process will then begin.
- Customers will be refunded via the same method in which the item was purchased or via a check from Sierra Lifestyles. Refunds via check are typically issued within 14 business days of final approval.
- Items returned without the proper RGA# or sent to the wrong location will delay, or possibly prevent the refund from proceeding. Please read your return instructions carefully to avoid delays and unnecessary expenses.
Items Subject to Return Restrictions
- Any item that has been modified or used in any way, or that has been assembled or installed.
- Any item that is not in resalable condition
- Any item not accompanied by a Return Merchandise Authorization Number (RMA#) issued by Sierra Lifestyles
- Any item that has been altered
- Any item that is not in the original packaging or returned with insufficient packaging materials
- Large Quantities or Special Orders. When ordering large quantities or special orders for large projects, we suggest ordering a sample for evaluation.
- Expedited shipping fees
- Any item not purchased from Sierra Lifestyles
Cancellation Request: If you would like to cancel an order that has not shipped from Sierra Lifestyles simply contact one of our Customer Service representatives at firstname.lastname@example.org. We will submit a request for cancellation. Shortly after, you will receive an email acknowledging your cancellation request followed by another email either confirming the cancellation or stating that we were unable to cancel. Please allow up to 72 hours for confirmation of cancellation.
Please be aware that some items may have already shipped from a manufacturer and be in route to you. In such a case, cancellation will not be possible. Once an order has already shipped, it cannot be cancelled, rerouted or redirected. If you would like to return the item, you will need to follow the "Standard Return Policy." Please do not refuse the delivery of non-damaged goods. A delivery refusal will complicate the return and refund process, and you will be charged for roundtrip shipping costs.
Items on Backorder: If you are cancelling an order due to backorder, we recommend you first email email@example.com to verify the accuracy of the date before making your final decision. There are times when manufacturers have stated items as backordered only to find that they have already shipped or are going out the next day. On the other hand, if the item is truly unavailable for an extended period, we sincerely apologize for the delay.
Please understand that we work with many customers and are somewhat at their mercy to provide up-to-date stock availability information. Please note that since a cancellation request is time-sensitive we ask that you leave detailed information, for firstname.lastname@example.org, in your email so we can move forward on your request as quickly as possible.