Policies

Policies

Lighthouse Man Store Policies:  First and foremost customer satisfaction is our main objective and we will assist our customers any way we possibly can: We try to provide our customer with as much detailed information as possible about our products, services or shipping information before a purchase is even made. Again our goal is to satisfy our customers by exchange, refund, or repair, as outlined in our policies below. The Lighthouse Man will not waiver from our written policies.  When you place an order with the Lighthouse Man you are agreeing to these policies.

Lighthouse Man ReturnShippingFreight Policies

Return Policies

  1. Returns are ONLY accepted within two weeks (14 days) from our ship date.
  2. Returns or Refused Delivery MUST be telephoned in to us for approval and receive a return authorization number. Without a return authorization number, we will refuse the returned package and have it sent back to the customer. The return authorization number MUST be clearly marked on the box. Again if not the package will be refused!!!
  3. Items returned must be in salable condition.
    • Packaged appropriately
    • Shipped via UPS or Fed EX and fully insured.
    • If retail value is more than $100.00 the item(s) must be insured by the customer.
    • If returns are received in damaged condition, it is the customer’s responsibility to file a claim & seek reimbursement from the shipping service.
    • No COD returns accepted.
    • A Restocking Fee of 25% off the total merchandise price will be applied to all return order over $50.00
    • The Customer is responsible for all shipping fees and insurance to return items to The Lighthouse Man.
    • The Lighthouse Man does not refund original shipping charges on returned items.
  4. Note: Approved Refused merchandise will be charged a 25% re-stocking fee.
  5. “No Returns” on Gift Cards or Gift Certificates, Special Order Lighthouses, Yard Ornaments, Assembly & Light Kits, Beacons, or Do-It-Yourself Plans.”
  6. We will not accept any returned item that were altered or adjusted in any way.
  7. Multiple Piece Shipment Damage: If one part of your shipment is damaged and you now decide you want to return the entire order then it is the customers responsibility to pay for all return shipping of the non damaged items. You will also be responsible for all original shipping on the non damaged items. This now simply turns into a return order. Again your damaged portion will be covered but the other non damaged items are now a customer return and those rules will apply.
  8. Shipping outside the United States: Please note before you order you MUST get a full shipping quote.  Thus, please send an email with your full shipping address and everything you would like to order.  We will then reply back with a full quote including shipping.   Please note: This does not include Duty or Taxes as we at the Lighthouse Man have nothing to do with this.  This will come from your Canadian Government only.  You will be responsible for all duty and taxes for entering into your country.  Again, we have nothing to do with these fees coming from your government.
  9. All gift certificates have no “cash value”. Meaning that they can not be redeemed for cash. They can only be used for the purchase of our products on our web site.
  10. All gift cars and gift certificates are non transferable. Only the gift recipient can use the gift card or gift certificate.
  11. Fed Ex or UPS Address Change Correction Charges:
    If the customer does not provide the Lighthouse Man with the full and correct address at the time of order and Fed Ex or UPS charges the Lighthouse Man for a Change of Address Correction then the customer will be responsible for those fees. The Lighthouse Man will automatically charge your credit card for this charge and a $10.00 handling fee to cover our cost and fees. We will provide the customer with any documentation from the shipping company showing the address they provided and the correct address.

Price Adjustment Policy

One-time price adjustment for items marked down within seven (7) days of the date on your purchase. Items purchased with coupons or promotional discounts or sale items are NOT eligible for price adjustments, but items purchased at FULL retail price ARE eligible. To obtain a price adjustment on an online purchase, you must email our customer service department at lightkeeper@lighthouseman.com within the seven (7) day window. Include your order number in your email message. Store credit will then be issued to those eligible for a price adjustment.

Order Errors:

  • Color Change Order Errors: The Lighthouse Man does a lot of custom orders and custom color changes.  We will do everything in our power to make your lighthouse exactly how you want it.   It is very important during the ordering process that you CLEARLY write out or communicate your desired colors and style.   Once you have officailly placed your order you will receive your web order receipt (If Ordered On-Line) and or your credit card receipt if you placed the order over the phone.  When you get this receipt(s) please make sure you check your receipt for errors.  This is your last warning to fix or make any changes as we will paint or build it exactly as it states on this receipt.  So again please make sure that everything is correct with your order.  For example lets say you ordered a wooden standard style lighthouse and you want it painted red but the receipt states that you want it painted blue.  Please report this error immediately to The Lighthouse Man so we can fix it.  If this is not reported then the Lighthouse Man is NOT responsible for any color change errors that were made during the ordering process.     
  • The Lighthouse Man is not responsible for any errors made during the order process where the customer provided the wrong shipping address. For example if you wanted an item shipped to a family member in NY but you accidentally put your CA Address as the Ship to Address in the shopping cart then that is not our fault or responsibility to ship it back to NY.
  • Credit Card Charge backs: If you reversed your Credit Card charges on your order as an error on your part and still contain the products you will be responsible to pay for the merchandise you have and also pay for a $35.00 Charge back fee to cover our cost that we will receive from our Credit Card company.

Damages for Fed Ex or UPS Shipments

  1. All items shipped via Fed Ex or UPS are insured.
  2. The customer is responsible for inspecting and reporting (to the delivery person) any obvious damages to package exteriors prior to accepting the package.
  3. Where shipped items have experienced damages internally, the customer is responsible for reporting the damages to The Lighthouse Man immediately via email or phone.  You MUST save the box and all packing material.  If you dispose of the box and packing material a claim and a return can not be completed!!!
  4. We require a picture of any damages and the box the package was shipped in.
  5. We will contact the shipping service and complete the necessary claim paperwork.
  6. Please repack the item exactly as you received it.  Fed Ex or UPS will then come and pick it up to perform an inspection and return the merchandise to the Lighthouse Man.
  7. Then once Fed Ex or UPS receives the merchandise and the supporting documentation from Fed Ex or UPS, we will replace lost or broken goods at no additional charge to the customer.

Please follow the instructions provided below and in all cases call or send an e-mail to “Lighthouse Man” with the details of the damage.

Include the carrier (Fed Ex or UPS), invoice number, date of delivery, extent of damage, and any additional information regarding the problem to ensure the claim process goes smoothly.

Damaged Procedures for Fed Ex or UPS:

  1. Report all damages within 10 Days from our ship date. Any report of damage after this time frame will not be accepted.
  2. Call or email “The Lighthouse Man” immediately. To assist us with claim paperwork, please provide the following information:
    • Carrier (Fed Ex or UPS)
    • Invoice number
    • Number of Boxes received
    • Description of damages
  3. Pictures of the damaged item and the shipping box are required to assist us with the claim paperwork.
  4. Pictures must be provided in a timely manner (1-5 days). If we do not receive the pictures in this time frame, your damage claim will be canceled.
  5. You MUST keep the shipping box(s) and ALL packing material for the claim as Fed Ex and UPS will not do a claim without the box and packing material.  If you throw away the box and packing material we are no longer able to file a claim.  So again do NOT throw away the box or the packing material.
  6. We will contact UPS or Fed Ex and arrange for a pick up of the damaged merchandise.
  7. UPS or Fed Ex will contact The Lighthouse Man within 10 to 20 working days to advise us of the results of your claim.
  8. The Lighthouse Man will notify you of the results and with your feedback determine if you want a refund or replacement.
  9. Multiple Piece Shipment Damage: If one part of your shipment is damaged and you now decide you want to return the entire order then it is the customers responsibility to pay for all return shipping of the non damaged items. You will also be responsible for all original shipping on the non damaged items. This now simply turns into a return order. Again your damaged portion will be covered but the other non damaged items are now a customer return and those rules will apply.

IMPORTANT: DO NOT RETURN DAMAGED MERCHANDISE TO “The Lighthouse Man”. Inspection must be picked up and inspected by Fed Ex or UPS damage and claims staff.  Returning items VOIDS any possibility of an adjustment. All original packing materials must be kept even if there is no apparent damage to the shipping carton.

Motor Freight Shipping Information

“Customers Please READ Carefully”

Lighthouse Motor Freight Delivery:  Larger items including Stone Lighthouses, 8′ and 12′ lighthouses will be delivered via Motor Freight Curbside Delivery. Items shipped by this method will be delivered to your curbside for residential customer and a loading dock for business deliveries. Please note that Motor Freight Delivery does NOT include the following services: Unpacking the item, placement in your yard, assembly, or removal of packaging material.

Please Note: To keep our shipping prices low for our customers we only schedule shipments for standard ground service and do not add any additional costly fees or services to your order.(i.e. Lift Gate, Inside Delivery, Express, etc .etc…)  Again this is to keep the shipping cost low.  Thus the Lighthouse Man is NOT responsible for any other fees or services that you the customer may need at the time of delivery.  For all Motor Freight Shipments you the receiver must make sure you have someone present at the time of delivery to help get the merchandise off the truck and then sign for the product.

Customer/Receiver:  Once the lighthouse is shipped you will then receive a phone call from your local  motor freight terminal.   At that time they will arrange a delivery date and time with you.   As the receiver of a lighthouse you must have someone present at the time of delivery to sign for the shipment.  You are also responsible to have someone there that can help the driver remove the lighthouse from the trailer..   Again YOU MUST have someone there that can help the driver remove the lighthouse from the trailer..  If there is no one available to remove the lighthouse and the driver needs to us a lift gate to remove the lighthouse from his trailer then that is considered an additional service and the Receiver/Customer will be responsible for those fees.

Additional Examples: If the Motor Freight company has to come back to your location and do a Re-Delivery and this is proven to be your fault then you will be responsible for any and all Re-Delivery fees. Also once the motor freight company contacts you to make delivery arrangements you must schedule a reasonable delivery date, usually 1-3 days is common. You cannot have it delivered 1-2 weeks later as you will be charged a storage fee of 75.00 per day until the package is delivered. Again you the customer are fully responsible for these fees. The motor freight company is not a storage facility and they will charge you for this storage service.

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Wishing Well Motor Freight Delivery: Larger items including our Wishing Well will be delivered by Motor Freight Curbside Delivery. Items shipped by this method will be delivered to your curbside for residential customer and a loading dock for business deliveries. Please note that Motor Freight Delivery does NOT include the following services: Unpacking the item, placement in your yard, assembly, or removal of packaging material.  Also Please note some Wishing Wells delivered via motor freight will require some assembly. Easy to follow assembly instructions are included.

Please Note: To keep our shipping prices low we only schedule shipments for standard ground service and a lift gate.  We do not add any additional costly fees or services to your order. Again this is to keep the shipping cost low.  Thus the Lighthouse Man is NOT responsible for any other fees or services that you the customer may need at the time of delivery.  For all Motor Freight Shipments you the receiver must make sure you have someone present at the time of delivery to sign for the merchandise.

Additional Examples:  if the Motor Freight company has to come back to your location and do a Re-Delivery and this is proven to be your fault then you will be responsible for any and all Re-Delivery fees. Also once the motor freight company contacts you to make delivery arrangements you must schedule a reasonable delivery date, usually 1-3 days is common. You cannot have it delivered 1-2 weeks later as you will be charged a storage fee of 75.00 per day until the package is delivered. Again you the customer are fully responsible for these fees. The motor freight company is not a storage facility and they will charge you for this storage service.

Please Note: For all Motor Freight Deliveries, you must be present to sign for, and inspect, your order.
Residential Delivery: A driver will call ahead to schedule a delivery time window.

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Inspecting Your Delivery

The Lighthouse Man offers quality products, and makes every effort to ensure that these products are packaged and delivered by the most reputable and qualified shipping companies. Despite these precautions, the possibility does exist that your order may arrive with minor transit damage. It is imperative that you inspect your order for damages before signing the freight bill.

When your order arrives, take time to inspect it to ensure that

  • the paperwork is accurate,
  • the correct number and type of items have been delivered, and
  • the shipment is free from any damage or defect.

It is imperative that you make a report of any damage or defect immediately upon delivery by noting the problem on the shipping company’s Bill of Lading and contacting the Lighthouse Man via email or at 570-523-0813.

Please do not discard the original packaging materials. The Lighthouse Man is unable to accept responsibility for any shipping damage that has not been noted on the Bill of Lading, or reported more than 24 hours following delivery. If the driver will not wait for you to inspect it then sign the form and print the following statement “Driver will not wait for inspection”

Damages for U.S. Postal Shipments

Please note: We only ship Lighthouse Working Plans and very small items via USPS.

  1. Shipping via USPS is only 1.00 -5.00
  2. The lighthouse Man is not responsible for any lost or damaged items shipped via USPS.
  3. All items shipped via USPS are not insured. It is the responsibility of the customer to pay for or add insurance.
  4. If the customer paid for insurance and there is a damaged item, the customer is responsible to file a claim for lost or broken goods.
  5. Upon receipt of supporting documentation from the US Postal Service, we will replace lost or broken goods if the customer purchased insurance.

Website Warranty Banner

The Short Answer is: Unfortunately, No.

To elaborate, the Lighthouse Man stands behind the superior craftsmanship and quality of our products, but warranties in our industry is just unheard of, and no lawn ornament manufacturer has ever or would ever consider providing a warranty due to two primary factors that are totally out of our control:

Number 1) Mother Nature’s Unpredictability.

Unforeseen Acts of Nature: These encompass a wide range of phenomena way beyond our control. From strong winds and hurricanes causing damage to excessive rainfall leading to floods, we have no way to predict or stop these extreme events.

Nature’s Course: Even in the absence of extreme weather events, the natural process of aging and wear is inevitable for ALL products, including our lawn ornaments. Wood, metal, and plastics are susceptible to degradation over time.

Number 2)  Customer Usage and Maintenance:

Modifications and Improper Usage: Some customers modify our products in various ways, altering their intended design and potentially compromising their integrity. This can lead to issues that we cannot foresee or be held responsible for.

Lack of Regular Maintenance: Like any outdoor product, our lawn ornaments require occasional maintenance – repainting, resealing, or tightening screws. Neglecting these basic upkeep tasks can lead to problems that could have been easily prevented.

Misconception about Maintenance-Free:

To clarify, “maintenance-free” does not equate to “no maintenance.” It means our products are designed to withstand outdoor elements and retain their beauty with minimal upkeep. Regular inspections and occasional care are still essential to ensure their longevity.

Dispelling the Lifetime Warranty Myth:

The Lighthouse Man steers clear of misleading customers into believing our products carry a lifetime warranty. “Maintenance-free” DOES NOT equate to Lifetime warranty “indestructible.” Even premium materials like marine wood, marine paint, and poly lumber have their limits against the relentless onslaught of time and elements.

The Lighthouse Man’s Commitment:

We take pride in our craftsmanship and strive to deliver high-quality lawn ornaments that enhance your outdoor spaces. While we cannot offer warranties, we ensure our products are built to last and provide you with the best possible value. Remember, a little care and maintenance go a long way in preserving the charm of your lawn ornaments for years to come.

Please note that this information is provided to ensure transparency and manage customer expectations accurately. Should you have additional questions, our dedicated customer support team is always ready to assist you.

Thank you for choosing The Lighthouse Man!