Delivery & Returns

Everything you need to know

Shipping Costs

We aim to deliver within 5-7 working days.*

For delivery quotes outside of mainland USA or the out-with the following Canadian provinces: British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Nova Scotia and New Brunswick.

Canada delivery duty charge:

Tubs - $150

Pans - $100

Sinks & Counters - $50

Please contact us for a bespoke delivery quote.

*Standard mainland addresses only.

Pallet Freight Deliveries


The tub/pan will be lowered to the curbside using liftgate service. UNTIL YOU CAREFULLY INSPECT THE ITEM(S), DO NOT SIGN.

Specify the specific damage on the delivery receipt and REFUSE THE SHIPMENT if the item is damaged upon arrival.

The freight firm will contact you to set an approximate delivery time if at least one of the products in your purchase is expected to arrive with liftgate service from them; delivery times are not guaranteed and will only be made Monday through Friday.

Please let us know if your property has any access limitations.

The pallets are delivered to a curbside location.

Vehicles weighing 1.7 to 7.5 tonnes must be able to access your property.

Pallets will not be able to be moved up steep inclines by our carriers.

Our couriers can only deliver to sites on the ground floor.

We can only operate on firm, flat terrain to execute SAFE pump truck operations.

You acknowledge that you got the ITEM(S) in good condition and in the exact quantities stated on the receipt and are waiving your right to make a claim by failing to indicate THE SPECIFIC DAMAGE on the receipt. Any small or significant damages that are not specified on the delivery receipt are not the responsibility of Hansel Stone.

Return Process


We recommend that you inspect the goods on delivery to ensure that they are as ordered and undamaged. By accepting delivery, you agree that goods arrived undamaged.

For defective products or warranty claims, please email Customer Service at

Damage that occurs during shipment is the responsibility of the shipping company / carrier, you can make a claim by contacting customer services.

Please ensure that each item is exactly as ordered.

To tell us of your problems, please send an email to

A 15% restocking fee and return shipping costs apply to freight products that are returned because the customer refused to accept delivery appointments or schedule one with the shipping carrier in a timely way.

If we agree with your concerns, we'll send you an email confirming that you can return the items in their original condition.

Bathtubs are subject to a return delivery charge of $350 and a 15% restocking fee.

All other items are subject to a return delivery charge of $50 and a 15% restocking fee.