OVERVIEW

At Luce Spaces LLC, we make reasonable efforts to deliver every order safely and efficiently. Because many of our products are heavy, oversized, fragile, made from natural stone, or shipped in crates, special delivery procedures may apply.

This Shipping & Delivery Policy explains our standard delivery method, estimated timelines, customer responsibilities, freight inspection procedures, damage reporting, import costs, partial shipments, and carrier-related charges.

Order-specific quotations, invoices, written confirmations, 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.

SECTION 1 — SHIPPING ELIGIBILITY AND CHARGES

Shipping charges and free-shipping eligibility may vary depending on the product, delivery address, destination accessibility, promotion, shipping method, and any written quotation or order-specific agreement.

An order qualifies for free shipping only when free shipping is expressly shown at checkout, stated on the applicable product page, or confirmed in writing by Luce Spaces.

Additional charges may apply for remote destinations, restricted-access locations, storage, redelivery, address correction, rerouting, inside delivery, room-of-choice delivery, stair carry, special handling, or other upgraded services.

If an eligible order received free outbound shipping and the customer later makes an approved change-of-mind return, the original outbound shipping cost will not be deducted from the refund. The customer remains responsible for return shipping, and any applicable restocking fee will still apply.

SECTION 2 — CUSTOMS DUTIES AND IMPORT CHARGES

For qualifying orders delivered to customers in the United States, applicable customs duties and import charges are covered by Luce Spaces and included in the confirmed order total unless a different arrangement is expressly disclosed and agreed in writing before purchase.

Customers should not be charged an undisclosed additional customs duty or import fee beyond the confirmed order total for such orders.

SECTION 3 — STANDARD DELIVERY METHOD

Unless otherwise confirmed in writing for a specific order, standard freight delivery is limited to curbside or driveway delivery at an accessible location determined by the carrier.

Standard delivery does not include carrying the product inside a residence, garage, commercial space, backyard, or job site. It also does not include room placement, unpacking, installation, stair carry, assembly, or removal of crates and packaging materials.

Additional services, including threshold delivery, inside delivery, room-of-choice delivery, white-glove service, or other special handling, may be available depending on the product, destination, and carrier. Any additional service must be agreed to in writing before shipment and may involve additional charges.

SECTION 4 — LIFTGATE SERVICE AND UNLOADING

Unless otherwise confirmed in writing, standard freight delivery generally includes liftgate service, allowing the carrier to lower the crate to the designated curbside or driveway delivery point.

After the crate has been lowered, the customer is responsible for safely moving, handling, unpacking, and installing the product.

For unusually heavy products, restricted-access locations, or shipments where liftgate service is unavailable or unsuitable, unloading requirements may vary. A forklift, unloading equipment, pallet jack, or additional personnel may be required.

Luce Spaces will communicate any known special unloading requirement before shipment whenever reasonably possible.

SECTION 5 — DELIVERY ACCESS AND 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 commercial delivery vehicle.

Customers should disclose known access restrictions before shipment, including narrow roads, steep grades, low-hanging trees, gated entrances, construction restrictions, limited turning space, weight limits, or other conditions that may affect delivery.

The customer is responsible for arranging appropriate labor, equipment, and a secure storage location for the product after curbside or driveway delivery.

SECTION 6 — DELIVERY APPOINTMENTS AND CUSTOMER AVAILABILITY

Customers are responsible for responding to reasonable scheduling communications from Luce Spaces or the carrier and for being available to receive delivery when an appointment is required.

If a customer misses a delivery appointment, cannot be reached, delays delivery, or refuses delivery for a reason unrelated to documented damage, reasonable storage, redelivery, rerouting, return-to-sender, or related carrier charges may be charged to the customer.

Refusing delivery does not automatically cancel the order or create a right to a full refund.

SECTION 7 — INCORRECT OR INCOMPLETE DELIVERY INFORMATION

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

If an order has already shipped and incorrect or incomplete information causes address correction, rerouting, storage, redelivery, return-to-sender, or another carrier charge, the reasonable additional cost may be charged to the customer.

Luce Spaces will make reasonable efforts to assist with delivery corrections, but requested changes are not guaranteed after shipment.

SECTION 8 — ESTIMATED PRODUCTION AND DELIVERY TIMES

Any production, processing, shipping, or delivery timeframe provided by Luce Spaces is an estimate only unless expressly guaranteed in writing.

Estimated timelines may change due to product availability, material selection, custom production, customer approvals, carrier schedules, customs processing, weather, force majeure events, destination accessibility, or other circumstances outside Luce Spaces’ reasonable control.

Luce Spaces will make reasonable efforts to communicate material delays when known.

When applicable law requires notice of a revised shipping date or requires that a customer be offered the choice to accept a delay or cancel for a refund, Luce Spaces will provide the required notice and options.

Except where required by law or expressly agreed in writing, a change to an estimated timeframe does not automatically create a right to cancel a product that has already entered production.

SECTION 9 — PRE-SHIPMENT PHOTOGRAPH 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 or order unless confirmed in writing.

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

After the customer confirms approval, Luce Spaces may proceed with shipment and provide tracking information.

If the customer does not respond to an approval request, Luce Spaces may send one or more reminders. The order will remain on hold until approval is received. Silence will not be treated as approval.

Customer-caused approval delays may extend estimated production and delivery timelines.

SECTION 10 — PARTIAL AND SEPARATE SHIPMENTS

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

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

Unless an upgraded service is requested or separately agreed, the customer will not be charged an additional shipping fee solely because Luce Spaces chooses to divide an otherwise eligible order into multiple shipments.

If part of an order has already been delivered and another part is delayed, the delayed or undelivered portion will be reviewed separately. A delay affecting only part of an order does not automatically create a right to cancel or receive a full refund for products already delivered.

SECTION 11 — IN-TRANSIT SHIPPING SUPPORT

If tracking shows a delay, hold, rerouting issue, missed connection, or another delivery problem before the order is delivered, the customer should contact [email protected].

Luce Spaces will coordinate with the carrier, review the shipment status, and assist with the appropriate next steps.

Customers are not required to manage a carrier claim directly unless Luce Spaces specifically requests their cooperation or documentation.

SECTION 12 — INSPECTION AT DELIVERY

For freight deliveries, customers should inspect the exterior condition of the crate, pallet, boxes, and visible packaging before accepting and signing for delivery.

Customers are not expected to complete a full installation-level inspection while the driver is waiting. However, visible external damage should be documented before the delivery receipt or Bill of Lading is signed.

SECTION 13 — VISIBLE TRANSIT DAMAGE

If visible damage is present at delivery:

1. Take clear photographs of the crate, pallet, boxes, and all visible damage before the shipment is moved or opened.
2. Write “DAMAGED” clearly on the Bill of Lading (BOL), Proof of Delivery (POD), or delivery receipt before signing it.
3. Retain a copy or take a clear photograph of the signed BOL, POD, or delivery receipt.
4. Send the order number, photographs, signed delivery document, and a description of the damage to [email protected] as soon as possible.

These steps help Luce Spaces preserve and manage the carrier claim. They do not waive or limit any customer right that cannot lawfully be waived.

SECTION 14 — CONCEALED DAMAGE, MISSING ITEMS, AND INCORRECT ITEMS

If damage is not visible at delivery and is discovered after the crate or packaging is opened, the customer should notify [email protected] as soon as reasonably possible, preferably within 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 all original packaging materials and provide clear photographs of the exterior packaging, interior packaging, product, and affected areas.

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

SECTION 15 — LOSS OR DAMAGE IN TRANSIT

Luce Spaces remains responsible for coordinating claims relating to products that are lost or damaged while in transit.

Customers are not required to pursue the shipping carrier directly. Luce Spaces will coordinate the carrier claim and work with the customer toward an appropriate resolution.

Depending on the circumstances, an available resolution may include repair guidance, replacement parts, product replacement, store credit, partial refund, or full refund, subject to applicable law and the verified nature of the claim.

SECTION 16 — INSTALLATION AND POST-DELIVERY HANDLING

Customers should inspect the product before installation, drilling, cutting, plumbing connection, alteration, or other modification.

Professional installation by a qualified and experienced installer is strongly recommended, particularly for heavy natural stone products and products requiring plumbing, wall mounting, structural support, cutting, drilling, or sealing.

Luce Spaces is not responsible for damage caused after delivery by the customer, movers, contractors, installers, plumbers, or other third parties during handling, unpacking, moving, drilling, cutting, installation, plumbing connection, or other modification.

Installation or modification does not eliminate a valid claim for a verified defect, transit damage, incorrect product, or issue that existed at delivery. However, installation-related or post-delivery damage is not considered transit damage.

SECTION 17 — RETURN OF VERIFIED DAMAGED OR INCORRECT PRODUCTS

If Luce Spaces provides a replacement, refund, or other resolution for a damaged, defective, or incorrectly supplied product, Luce Spaces may require the original product, parts, or accessories to be returned.

When Luce Spaces requires the return of a verified damaged, defective, or incorrectly supplied product, Luce Spaces will provide or reimburse reasonable return-shipping arrangements.

The customer must retain the product and packaging until Luce Spaces confirms whether a return, inspection, carrier pickup, or disposal authorization is required.

SECTION 18 — CUSTOMER PICKUP

Customer pickup may occasionally be available by prior appointment and written confirmation.

Our Stone Mountain location is not a retail showroom. Walk-in browsing, unannounced visits, and unauthorized pickups are not accepted.

SECTION 19 — CONTACT INFORMATION

For shipment status, delivery scheduling, transit damage, missing items, 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].