Here are our policy guidelines. Please note when placing your order with KATHRYN MCCOY.

Our products are one-of-a-kind

All KATHRYN MCCOY products are artisan crafted. Given their handmade and hand-finished nature, variations are to be expected and celebrated. Each item is unique and no two are exactly alike. Images on our websites and items shown in our galleries may vary from your actual piece. The Dimensions given on any product are approximate dimensions due to the natural variation in all stones.

Special orders

Special orders begin production immediately upon order placement and are built to your specifications. As a result, the item(s) cannot be cancelled, changed, returned or refunded at any time. A non-refundable 50% deposit will be charged when you place your order. For the balance due, you may see an authorization or pending charge on your credit/debit card. When your order ships, the balance due will be charged to your card.

Payment

You may see either a $0.01 or $1.00 authorization on your credit/debit card after you purchase your item(s). This is part of our anti-fraud system. This authorization will expire and be removed from your card within 3-7 days depending on your bank’s policy. Your account will be charged as items ship, with the exception of special orders. For special orders, a non-refundable 50% deposit will be taken when the order is placed; the remaining 50% will be charged when your order ships.

Ship-to address

It is your responsibility to ensure that all ship-to address information is correct. This is particularly important if you have multiple residences.

Product availability

We make every effort to display the most current and accurate product availability information. We will notify you via email in the event that a product’s availability date changes.

Pricing information disclaimer

Our goal is to provide accuracy in all prices, delivery rates and other information. All prices in our online store are in U.S. dollars and are subject to any applicable taxes according to state and local laws. Availability, prices, and delivery rates are subject to change. There may be errors in the prices, descriptions or images of certain merchandise, and we reserve the right to restrict orders of those items and correct any errors, inaccuracies or omissions.

States where Kathryn McCoy does not collect sales taxes

KATHRYN MCCOY does not collect sales or use taxes in various states. For states imposing sales or use taxes, your purchase may be subject to use tax unless it is specifically exempt from taxation. Your purchase is not exempt merely because it is made over the internet or by other remote means. Many states require purchasers to file a sales or use tax return at the end of the year to report taxable purchases that have not been taxed by the seller and pay tax on those purchases. You may have a tax obligation in states where KATHRYN MCCOY does not collect sales tax. Details of how to report these tax obligations may be found on the websites of the respective taxing authorities.

Scheduling your delivery

You will be contacted when your items are ready and prompted to schedule your delivery. We ask that you take receipt within 30 days. At the time of scheduling, please notify KATHRYN MCCOY of any special delivery requirements. This includes, but is not limited to, the need for small trucks to navigate narrow roads and driveways, restricted delivery time frames due to local ordinances, gated entry access, proof of insurance for high rise and condominium buildings, multiple flights of stairs and service elevator reservations.

What to expect on delivery day

If you have requested white glove delivery, professionals will carefully unpack and inspect each item and assemble and place it in your room of choice. Please note that we are unable to unpack or assemble lighting, and certain other restrictions may apply. For your convenience, all packing materials will be removed. We ask that you inspect your item(s) before our delivery professionals leave your home. Items Requiring Professional Assembly & Installation. Our delivery service for lighting, heavy mirrors & wall décor, bath vanities, and bath hardware includes bringing the package into the home, but does not include unpacking the item(s), removing packaging from the home, or assembling or installing the item(s).

Professional assembly and installation is required. Please refer to the product details for more information. Our white glove delivery professionals are not permitted to move furniture currently in your home, nor are they allowed to move or set up electrical wiring or equipment. Please clear the space where furniture or rugs will be placed prior to delivery. An authorized adult, 18 years or older, must be present during your scheduled delivery window to accept and inspect your items and sign the delivery receipt. In the event of any defect or damage noted at the time of delivery, KATHRYN MCCOY will replace the item or schedule a furniture repair technician to resolve the issue at no charge to you. Contact us for more information.

Delivery surcharges

Oversized, extremely heavy or fragile items require additional delivery support, thus incurring a surcharge. This additional charge is listed with the product price on the applicable product page and in the cart.

Standard delivery

All items will be shipped via Fedex and charged a standard shipping rate based on your item’s size and weight. Items that ship Standard Delivery should arrive in 3-7 business days.

Rush delivery

For an additional $50 per address, we can ship orders received by noon ET (Mon-Fri) to arrive in 2-3 business days (2-Day Rush). For an additional $75 per address, we can ship orders received by noon ET (Mon-Fri) to arrive in 1-2 business days (1-Day Rush). Rush delivery is not available to APO/FPO/DPO addresses, PO boxes or Canada. Overnight delivery is available to most locations in the continental U.S.

Other shipping + delivery information

APO/FPO/DPO/PO BOXES

Please Contact Us to place an order for APO, FPO or DPO addresses — unfortunately, we cannot process these orders online. Furniture, other oversized items and items that ship directly from our vendors cannot be shipped to APO/FPO/DPO/PO boxes. Rush delivery is not available.

Textiles

Textiles, as indicated online or in our source books, will ship free of charge, with the exception of rugs and fabric by the yard. Includes orders shipping to Canada.

Gift cards

Gift Cards ship free of charge via U.S. Postal Service First-Class Mail. Gift Cards exceeding $1000 are delivered via UPS. Expedited delivery (2-3 business days) within the U.S. is available for $10.00 per order by contacting us. Gift Cards cannot be shipped to APO/FPO/DPO/PO boxes – a street address is required for delivery.

International shipping + Freight forwarding

We ship only to the U.S., Canada and APO, FPO and DPO addresses. We do not ship to the U.S. Territories, including Guam, Puerto Rico and the U.S. Virgin Islands. However, international clients can have orders delivered to a freight forwarder of their choice located within the U.S. or Canada.

Canada shipping

If you are shipping to Canada, all prices will be reflected in Canadian dollars (C$) after you’ve entered your Canadian postal code. View more information on shipping to Canada here.

Pricing + information disclaimer

Our goal is to provide accuracy in all prices, delivery rates and other information. All prices in our online store are in U.S. dollars and are subject to any applicable taxes according to state and local laws. Availability, prices, and delivery rates are subject to change. There may be errors in the prices, descriptions or images of certain merchandise, and we reserve the right to restrict orders of those items and correct any errors, inaccuracies or omissions.

Returns/Exchanges

If you are not completely satisfied with your purchase, please contact KATHRYN MCCOY directly to return or exchange your item(s) within 10 days of the delivery date, with proof of purchase. Note that returns or exchanges are not accepted for final-sale items, special orders, items that have been installed, and/or foundations no longer in their original packaging, and other items listed below. Other exclusions may apply. Contact us for details. Unfortunately, galleries cannot accept returns of furniture or other large items. Upon return, your item will be inspected and exchanges, credits or refunds will be issued for the purchase price. Any taxes charged will be refunded in accordance with applicable laws. Delivery fees are non-refundable with the exception of manufacturer defects or transit damage. KATHRYN MCCOY reserves the right to refuse returns or exchanges of items that are not in as-new condition due to damage or misuse by the client.

Final + clearance items

Clearance items, as well as any items purchased at SAMPLE SALE, are considered final-sale items and cannot be returned or exchanged.

Special orders

Special orders begin production immediately upon order placement and are built to your specifications. As a result, the item(s) cannot be canceled, changed, returned or refunded at any time. Full payment will be charged when you place your order. For the balance due, you may see an authorization or pending charge on your credit/debit card. When your order ships, the balance due will be charged to your card. See the KATHRYN MCCOY TERMS OF USE for additional terms that apply to your order.

Monogrammed/personalized items

These items are special order and are non-cancellable, non-returnable, non-exchangeable and non-refundable.

Cancellations

For all orders that are canceled prior to the items shipping, no delivery fee will be charged. For special order items, a non-refundable 50% deposit will be taken when the order is placed. If you choose to cancel your special order item(s) prior to delivery, your 50% deposit will not be refunded. Should you decide to cancel a return and keep the item after a refund was issued, we will charge your credit card in the amount of the refund issued.