What you want to know
Frequently Asked Questions
In general, orders cannot be cancelled. Nevertheless, certain exemptions may be made depending on particular situations.If cancellation is approved once an order has been placed, there are a few considerations:
- If the order is of a stock item and there has not been a break down (open or preparing pallets/partial pallets) there is no fee associated to changes or cancellations.
- If the order is of a stock item, but labor has been incurred to break down pallets (open or preparing pallets/partial pallets), there will be a fee of $25 for each prepared pallet (partial pallets of any kind of product, i.e.: field tiles, trim, eave closures, etc.)
- Non-stock items: if customer decides to change or cancel a non-stock item order which has been shipped to Miami, there will be a 40% re-stocking fee.
- Made-to-order: if customer decides to change or cancel while the order is being manufactured, there will be a re-stocking fee of 40% of the total price of the order. If the made-to-order has been manufactured, no cancellations or changes are accepted.
- Custom color order: There is a one-time, non-refundable fee of $1,000 for developing a special color. Once the order has been approved and sent for production, no cancellations are allowed.
- If we have the roof tile in stock in Miami, it takes 1-3 business days to get the order ready for shipment.
- If we have the roof tile in stock in Colombia, we can talk about approximately 4 weeks of lead-time, which is the time that it takes to travel from the manufacturing plant to the port in Miami. We may need an additional week to get your order ready. Please refer to the order confirmation for details.
- If not a stock item, or if it is a made-to-order product, please contact us for current lead time.
Santafé Prestige collection is suitable for all climates, including freeze-thaw areas. In recent years we have shipped to Canada, New York, New Jersey, Virginia, Illinois, Delaware.
Please contact one of our sales representatives or our main office for assistance on the best product for your area.