OVERVIEW

At Luce Spaces LLC, we make reasonable efforts to deliver every order safely and efficiently. Depending on the product and shipment requirements, orders may travel by parcel carrier or by Freight/LTL carrier.

This Shipping & Delivery Policy explains standard shipping charges, delivery methods, estimated handling and transit times, freight procedures, customer responsibilities, tracking, damage reporting, import costs, partial shipments, and carrier-related charges.

Order-specific quotations, invoices, written confirmations, approved custom specifications, or special delivery agreements may supplement this Policy. If an order-specific written term conflicts with this Policy, the order-specific written term will govern for that order, subject to applicable law.

SECTION 1 — STANDARD SHIPPING AREA AND CHARGES

Standard shipping for eligible Luce Spaces sinks, vanity tops, and bathtubs is free to delivery addresses within the contiguous forty-eight (48) United States.

The standard shipping charge for those eligible orders is $0 whether the shipment travels by parcel carrier or Freight/LTL carrier.

Luce Spaces does not impose a mandatory remote-area, rural-area, heavy-product, or Freight/LTL surcharge on standard shipping for these eligible products within the contiguous 48 states.

Alaska, Hawaii, Puerto Rico, and other U.S. territories are not included in this standard free-shipping area. Shipping availability, method, timing, and pricing for those destinations may be quoted separately if service is available.

Optional upgraded services, including inside delivery, room-of-choice delivery, white-glove service, stair carry, special handling, or similar services, are not part of free standard shipping and may involve additional charges when available and agreed in writing.

Actual carrier charges caused by customer-provided address errors, missed appointments, storage, redelivery, rerouting, reconsignment, return-to-sender, or similar customer-caused delivery events may also be charged separately as described below.

SECTION 2 — CUSTOMS DUTIES AND IMPORT CHARGES

For eligible orders delivered to customers in the United States, applicable customs duties, import taxes, and ordinary import-related charges are covered or managed by Luce Spaces within the confirmed order total unless a different arrangement is expressly disclosed and agreed in writing before purchase.

Customers should not be required to pay an undisclosed additional customs duty, import tax, or ordinary import fee upon delivery for such orders.

SECTION 3 — PARCEL AND FREIGHT/LTL DELIVERY

Sinks and vanity tops may ship by parcel carrier or by Freight/LTL carrier depending on the product, crate, dimensions, shipment configuration, destination, and safe transportation requirements.

Bathtubs ship by Freight/LTL and are not shipped as standard parcel deliveries.

Parcel carriers may include UPS, FedEx, DHL, or another suitable carrier. Freight shipments may be assigned to a qualified Freight/LTL carrier selected for the particular shipment.

No specific carrier is guaranteed unless expressly confirmed in writing for the applicable order.

SECTION 4 — FREIGHT DELIVERY, LIFTGATE, AND UNLOADING

Standard Freight/LTL delivery generally means curbside or driveway delivery at a reasonably accessible point at the customer’s delivery address.

Liftgate service is generally included where suitable and available so the carrier can lower the crate or pallet from the delivery vehicle to the designated delivery point.

After the carrier completes delivery at the designated curbside or driveway point, moving the product into a residence, garage, commercial space, backyard, job site, installation location, or other interior area is the customer’s responsibility.

Standard Freight/LTL delivery does not include room placement, unpacking, stair carry, installation, assembly, debris removal, or white-glove service.

Where liftgate service is unsuitable or unavailable because of the product, crate, delivery vehicle, access conditions, or other shipment-specific requirements, different unloading arrangements may be necessary. Luce Spaces will communicate known special unloading requirements whenever reasonably possible.

Freight-terminal pickup is not the default delivery method but may be used as an alternative when specifically arranged in writing among the customer, Luce Spaces, and the carrier.

SECTION 5 — ESTIMATED HANDLING AND DELIVERY TIMES

All production, preparation, handling, transit, and delivery timeframes are estimates unless expressly guaranteed in writing.

Sinks and Vanity Tops

Estimated production, preparation, and handling time is five to fifteen (5–15) business days.

Estimated transit time after shipment is approximately five (5) business days.

Estimated total delivery time is approximately ten to twenty (10–20) business days.

Bathtubs

Estimated production, preparation, and handling time is four to six (4–6) calendar weeks.

Estimated Freight/LTL transit time after shipment is four to eight (4–8) calendar weeks.

Estimated total delivery time for bathtubs is eight to fourteen (8–14) calendar weeks. The 8–14 week range is the estimated total delivery timeframe and is not an additional period added after handling or transit.

Product-specific estimated delivery information may also be displayed on the applicable product page based on current product data and lead-time information.

SECTION 6 — WHEN THE HANDLING PERIOD BEGINS

For standard catalog and made-to-order products that do not require customer-specific specification approval, the estimated handling period begins on the first business day after payment and order confirmation.

For a truly custom order requiring customer approval of dimensions, drawings, finishes, openings, drilling, cutouts, or other customer-specific specifications, the estimated handling period begins on the first business day after all required specifications are approved in writing.

There is no promised hour-based daily cutoff unless expressly confirmed for a particular order.

For purposes of business-day estimates, business days generally mean Monday through Friday. Weekends are excluded, and applicable public or carrier holidays may affect fulfillment or transit schedules.

SECTION 7 — PRE-SHIPMENT PHOTOGRAPH AND SPECIFICATION APPROVAL

For many natural-stone and custom orders, Luce Spaces may provide photographs of the actual product or selected stone before shipment. This process is available for many orders but is not guaranteed for every product unless confirmed in writing.

When photographs are provided for approval, the customer is responsible for reviewing visible color, tone, veining, pattern, finish, and other natural characteristics shown in the images.

Photograph approval relates to the visible natural appearance shown at that time and does not waive valid claims involving transit damage, concealed defects, an incorrect product, an incorrect quantity, or a material failure to conform to approved written specifications.

If customer approval is required, production or shipment may remain on hold until approval is received. Silence is not treated as approval.

A customer-caused delay in providing a required approval may extend the quoted production and delivery estimate and is not considered a Luce-caused delay.

SECTION 8 — SHIPPING ORIGIN AND FULFILLMENT LOCATIONS

Luce Spaces products may be produced or fulfilled from different locations depending on the product and fulfillment arrangement.

Current Luce Spaces sink, vanity-top, and bathtub orders covered by the standard shipping program are fulfilled from Türkiye and generally move through the applicable international and U.S. carrier network to the customer.

Our official U.S. corporate office and fulfillment center is located in Stone Mountain, Georgia. This location serves as our primary contact and authorized return address for eligible shipments.

Future product categories may be fulfilled from other warehouse locations. The applicable product or order-specific information will govern where fulfillment arrangements differ.

SECTION 9 — DELIVERY ACCESS AND CUSTOMER SITE PREPARATION

The customer is responsible for providing complete and accurate delivery information and for ensuring that the delivery location is reasonably accessible to the applicable parcel, freight, or commercial delivery vehicle.

Customers receiving Freight/LTL shipments should disclose known access constraints before shipment, including gated entrances, narrow roads, steep grades, low clearances, limited turning areas, construction restrictions, or other conditions that may prevent normal freight access.

After standard curbside or driveway freight delivery, the customer is responsible for arranging suitable people, equipment, and safe handling to move the product to its final storage or installation location.

SECTION 10 — DELIVERY APPOINTMENTS AND CUSTOMER AVAILABILITY

A Freight/LTL carrier may require a delivery appointment.

The customer is responsible for providing correct contact information, responding reasonably to carrier or Luce Spaces scheduling communications, and being available when an agreed delivery appointment is required.

If customer-caused missed appointments, inability to contact the customer, access problems, or requested delays result in actual storage, redelivery, reconsignment, rerouting, return-to-sender, or similar carrier charges, those actual charges may be the customer’s responsibility.

Charges caused solely by an error or delay attributable to Luce Spaces will not be passed to the customer as a customer-caused carrier charge.

SECTION 11 — ADDRESS ERRORS AND POST-SHIPMENT CHANGES

Customers are responsible for providing a complete and accurate shipping address, telephone number, contact name, access instructions, and other information reasonably required for delivery.

Address changes after shipment are not guaranteed and may be possible only if permitted by the applicable carrier.

If customer-provided incorrect or incomplete information causes actual address-correction, rerouting, reconsignment, storage, redelivery, or return-to-sender charges, those reasonable actual carrier costs may be charged to the customer.

Costs resulting from a Luce Spaces address-processing error will not be treated as customer-responsible charges.

SECTION 12 — PARTIAL AND SEPARATE SHIPMENTS

Luce Spaces may fulfill an order through partial or separate shipments where products are produced at different times or locations or require different carriers or handling methods.

Separate shipments may have different tracking numbers, freight references, carrier arrangements, and delivery dates.

The customer will not be charged an additional standard shipping fee solely because Luce Spaces chooses to divide an otherwise free-standard-shipping order into multiple shipments.

For purposes of the Refund & Return Policy, each applicable product’s return-request period begins from that product’s own actual delivery date.

SECTION 13 — TRACKING AND SHIPMENT INFORMATION

For parcel shipments, tracking information will be provided when available.

For Freight/LTL shipments, Luce Spaces may provide the applicable PRO number, shipment reference, carrier contact information, or other freight-tracking information when available.

Tracking information does not constitute a guarantee of real-time GPS location or an exact delivery date.

A shipment notification or tracking number confirms that shipment processing has occurred but does not itself guarantee a particular delivery date.

SECTION 14 — DELAYS, LOST SHIPMENTS, AND UNDELIVERABLE SHIPMENTS

Estimated timelines may be affected by production variation, customer approval delays, carrier schedules, weather, customs procedures, port or terminal congestion, labor disruptions, access conditions, force majeure events, or other circumstances outside Luce Spaces’ reasonable control.

Luce Spaces will make reasonable efforts to communicate material known delays, particularly where the delay is attributable to Luce Spaces.

If a shipment is shown as lost, materially missing, or undeliverable, or a reasonable carrier investigation confirms that the shipment was not delivered, Luce Spaces will coordinate the carrier claim. Customers are not expected to resolve such claims independently with the carrier.

After verification, an appropriate resolution may include replacement, remake, reshipment, partial refund, or full refund depending on the circumstances.

A short or ordinary carrier delay does not by itself mean a shipment is lost and may first require a carrier investigation.

SECTION 15 — TRACKING SHOWS DELIVERED BUT PRODUCT CANNOT BE LOCATED

If carrier tracking shows delivery but the customer cannot locate the shipment, the customer should contact [email protected] promptly.

Luce Spaces will review available delivery scans, Proof of Delivery information, photographs, signatures, location information, and other carrier evidence and will initiate a carrier investigation where appropriate.

If carrier misdelivery is verified, Luce Spaces will provide an appropriate resolution.

If available evidence indicates that the shipment was properly delivered to the correct address and according to the delivery instructions, the circumstances will be reviewed individually. Post-delivery theft or loss is not automatically treated as a carrier or Luce Spaces delivery error.

SECTION 16 — INSPECTION AT DELIVERY AND VISIBLE DAMAGE

For Freight/LTL deliveries, the customer or authorized recipient should inspect the exterior condition of the crate, pallet, boxes, and visible packaging before accepting and signing for delivery whenever reasonably possible.

Customers are not expected to complete a full installation-level or concealed-condition inspection while the driver is waiting.

If visible external damage is present:

1. take clear photographs of the crate, pallet, packaging, and visible damage before the shipment is moved or opened where reasonably possible;
2. write “DAMAGED” or similar clear wording on the Bill of Lading (BOL), Proof of Delivery (POD), or delivery receipt before signing where possible;
3. retain or photograph the signed delivery document; and
4. send the order number, photographs, delivery document, and description of the issue to [email protected] as soon as possible.

These steps help preserve carrier claims and do not waive or limit any customer right that cannot lawfully be waived.

SECTION 17 — CONCEALED DAMAGE, MISSING ITEMS, AND INCORRECT ITEMS

A clean or no-damage BOL, POD, or delivery signature does not automatically waive a concealed-damage claim where the damage was not reasonably visible before uncrating or opening the packaging.

Concealed transit damage should be reported to [email protected] as soon as reasonably possible, preferably within forty-eight (48) hours and no later than seven (7) calendar days after delivery.

Missing items, incorrect quantities, and incorrectly supplied products should also be reported within seven (7) calendar days after delivery.

The customer should retain the product, crate, pallet, and original protective packaging and provide reasonable photographs and documentation while the claim is reviewed.

Prompt notice helps preserve carrier and supplier claims but does not limit any right that cannot lawfully be waived.

SECTION 18 — REFUSED DELIVERY, INSTALLATION, AND CUSTOMER PICKUP

Refusing delivery for a reason unrelated to documented damage or an incorrect shipment does not automatically cancel the order or create a right to a full refund.

If the shipment is otherwise eligible for a change-of-mind return, the applicable Refund & Return Policy will apply, and actual customer-caused storage, redelivery, rerouting, return-to-sender, or return transportation charges may apply.

A shipment refused because of documented damage or an incorrect shipment will be handled separately as a verified claim.

Customers should inspect products before installation, drilling, cutting, plumbing connection, sealing, alteration, or other modification. Professional installation by qualified and experienced installers is strongly recommended where appropriate.

Luce Spaces is not responsible for damage caused after delivery by customers, movers, installers, plumbers, contractors, or other third parties during handling, moving, installation, drilling, cutting, plumbing connection, sealing, or other modification. This does not eliminate a valid claim for verified transit damage, a defect, an incorrect product, or an issue that existed at delivery.

Customer pickup may occasionally be available only with prior written approval and appointment. Pickup is not a standard checkout delivery option.

The applicable pickup location will be communicated for the specific order. Note that our Stone Mountain, GA facility serves as our official fulfillment center and return address, but it is not a walk-in retail showroom. For security and operational reasons, unannounced or unauthorized pickups and in-person return drop-offs are not accepted. All authorized returns must be processed and shipped via an approved parcel or freight carrier.

SECTION 19 — CONTACT INFORMATION

For shipment status, delivery scheduling, transit damage, lost or missing shipments, incorrect items, or carrier-related issues, contact:

Luce Spaces LLC
Email: [email protected]

Product questions, custom dimensions, design requests, and pre-purchase inquiries may be sent to [email protected].